Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). Rather, they start from a base of handling simple, routine tasks, and as machine learning capabilities grow, more elements of CX can become AI-driven.

Innovation 78

Innovation Contact Center Customer Journey Mapping 2020 78

Brad Cleveland Blog

SEPTEMBER 22, 2023

The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate?

Innovation 53

Innovation Customer Expectations Marketing Customer Experience 53

InMoment XI

AUGUST 17, 2023

Net Promoter Score Driver #1: Deliver on Product Quality and Innovation Customer experience plays a crucial role in driving great product quality and innovation. As a reminder we have listed the steps to consider: Company Purpose: Define your company’s purpose and why it exists, what does it hope to achieve for its customers and why.

Net Promoter Score 493

Net Promoter Score NPS Customer Satisfaction 2023 493

Talkdesk

JULY 23, 2020

CX leaders share emails and letters from customers grateful that the brands and companies they love went the extra mile to care. We will use this additional funding to fuel more CX innovation, expand our global footprint and invest in our people and growth. It is an honor to be on this CX journey with you.

Innovation 99

Innovation Customer Success Customers Loyalty 99

InMoment XI

APRIL 27, 2023

InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe. This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment.

Innovation 260

Innovation Feedback Call Center Insights 260

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 260

Hospitality Call Center Retail NPS 260

Talkdesk

FEBRUARY 5, 2020

If so, apply today for the CX Innovators Awards! Talkdesk is officially launching the CX Innovators Awards as a way to recognize and celebrate the people who push the boundaries of customer experience. The post Calling out All CX Innovators! What are you waiting for? Want to know more?

Innovation 56

Innovation Contact Center Return on Investment Exceptional Customer Service 56

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Miller explained the ‘Authenticity Lifecycle,’ which is a business model that infuses authentic engagement with marketing, innovation and customer experience activities.

2016 267

2016 Innovation Marketing Insights 267

Experience Investigators by 360Connext

APRIL 23, 2024

Host Jeannie Walters shares compelling strategies for customer experience (and patient experience) leaders to magnify the value of CX within their organizations, even in the small moments. Resources Mentioned: Download the free CX Mission Statement Workbook Download the free CX Success Statement Workbook Is Customer Experience Worth It?

Download 162

Download ROI Connections Innovation 162

Doing CX Right

MAY 21, 2023

Joerg Storm, a digital transformation expert, and Stacy Sherman reveal emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, providing real-world examples of how these innovations shape customer experiences.

Innovation 52

Innovation Customer Experience Technology Customers 52

InMoment XI

MARCH 18, 2024

True excellence in CX demands a transformative strategy that seamlessly integrates across the organisation. That’s where InMoment steps in, offering a simplified pathway to success with our Integrated CX approach: Strongest Signals, Richer Insights, and Smarter Actions.

Insights 260

Insights Multi-Channel Webinar Social Media 260

InMoment XI

AUGUST 23, 2023

If you do not undergo continuous customer experience management to help your business keep up with customer and industry competitors, you may develop a static CX program. A stagnant CX program, or stagnant customer experience strategy , can lead to declining customer satisfaction , loss of competitive edge, and missed growth opportunities.

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

JANUARY 25, 2024

On the horizontal axis, the completeness of vision is assessed, considering a vendor’s sales strategy, vertical/industry strategy, innovation, and market understanding. Niche Players: Niche Players focus successfully on a small segment, or are unfocused and do not out-innovate or outperform others.*

Reference 260

Reference Roadmap Innovation Technology 260

Wootric

JANUARY 6, 2021

This next step in our evolution means great things for our customers and other businesses seeking a modern approach to CX improvement. . In addition, our pace of innovation and our ability to support our customers around the globe will accelerate as we leverage the considerable resources and expertise of InMoment. .

Innovation 105

Innovation Net Promoter Score Chief Customer Officer 2021 105

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Secure executive buy-in on CX (and build excitement with them).

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

InMoment XI

OCTOBER 18, 2023

The forum provided a platform for award-winning CX speakers from some of Europe’s most prominent brands, including Foot Locker , Vue Cinemas, Quilter, MediaMarktSaturn, NPSx by Bain & Company , and Forrester. Be adaptable and innovative in your approach to meet these evolving customer needs. Let’s take a look!

Customer Experience 260

Customer Experience 2023 ROI Return on Investment 260

InMoment XI

JANUARY 4, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Engagement 439

Engagement Customer Engagement Innovation Technology 439

Beyond Philosophy

FEBRUARY 20, 2020

The post Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2 appeared first on Customer Experience Consulting. Colin is an international author of six bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Innovation 163

Innovation Social Media Technology Brands 163

InMoment XI

FEBRUARY 16, 2024

This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement. How InMoment Can Help InMoment’s Strongest Signals approach to Integrated CX is a beacon for businesses seeking to harness the full potential of customer voices.

Multi-Channel 260

Multi-Channel Touchpoint Social Media Customer Voice 260

Cyara

MARCH 15, 2024

Dive into the highlights of Cyara Xchange 2024, where industry leaders exchanged insights and forged connections.

2024 76

2024 Innovation Connections Insights 76

Experience Investigators by 360Connext

OCTOBER 24, 2023

Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what’s happening right now in Customer Experience (CX). The discussion in this episode delves into these innovative strategies, exploring how they’re changing the way customers shop.

Retail 270

Retail Connections Innovation Loyalty 270

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

ERDM

SEPTEMBER 21, 2018

Extensive Voice of Customer (VoC) research conducted by our firm, ERDM , for clients such as IBM, Microsoft, Gilt, QVC, Shinola and HP, indicates a high level of BtoC and B2B frustration with the poor quality of today's personalization, CX and lifecycle engagement. We hope these insights will help accelerate your CX success.

Innovation 68

Innovation B2C B2B Download 68

Heart of the Customer

JANUARY 22, 2020

The post Press Release: Heart of the Customer and Usermind Partner to Accelerate CX Innovation for Enterprises appeared first on Heart of the Customer. The demand for ROI on experience-focused initiatives is higher than ever before, and Forrester predicts one in four […].

Innovation 88

Innovation ROI 2020 Customer Journey 88

Think Customers

NOVEMBER 26, 2018

Innovating around the customer experience is one of the few ways that companies today can stay ahead of competitors and disruptive forces. But what does it take to truly drive successful innovation? To find out, we asked analysts and industry experts to deconstruct the DNA of innovative customer experiences.

Innovation 75

Innovation Insights Customer Experience Customers 75

InMoment XI

AUGUST 31, 2023

Here are five reasons why you should save your spot today: Reason #1: Embrace ‘Integrated CX’ for Your Brand Ever heard of integrated CX? Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI. Your chance to learn from the best is here – seize it!

2023 260

2023 Workshop 2024 Events 260

Brad Cleveland Blog

SEPTEMBER 22, 2023

The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate?

Innovation 26

Innovation Customer Expectations Marketing Customer Experience 26

InMoment XI

DECEMBER 15, 2022

Today’s customers aren’t going to be wooed by you just having digital options—they want you to supply truly innovative digital experiences. Step #1: Build a Strong Foundation with an Integrated CX Approach. However, most CX platforms are still primarily focused on surveys and traditional metrics (in blue in the figure below).

Social Media 529

Social Media Metrics Customer Journey 2019 529

Strativity

SEPTEMBER 30, 2019

In addition to attending local events in Boston, Philadelphia, New York City, and San Francisco, Strativity’s Peter Haid took part in CX Day’s Experience Design and Innovation online panel. The role employees in different positions can play in designing innovative customer experiences.

Webinar 63

Webinar Innovation Customer Experience Professionals Events 63

InMoment XI

FEBRUARY 28, 2023

In this episode of the XI Café Podcast, we’re talking to State Revenue Office Victoria (SRO) Customer Experience Manager, Desmond Strydom.

Leadership 260

Leadership Innovation Customer Experience Management Technology 260

Genroe

AUGUST 4, 2021

CX Tribe is the best Customer Experience insights, case studies and statistics. Join more than 5,000 other CX Professionals and subscribe. The post [CX Tribe] 10 August 2021 – CX Innovation is Hard! Human curated. Delivered weekly. The second is that automation applied to an […].

Net Promoter Score 52

Net Promoter Score 2021 Innovation B2B 52

Strativity

JANUARY 22, 2020

We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop.

Workshop 40

Workshop Innovation Download Insights 40

Cyara

OCTOBER 26, 2018

This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps.

Innovation 173

Innovation Insights Customer Experience Contact Center 173

Experience Investigators by 360Connext

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement.

2024 143

2024 Government Customer Experience Professionals Contact Center 143