Customer Bliss

MARCH 5, 2019

Emotional understanding of customer experiences is often what leads these companies to their most innovative practices. So, practice emotion-driven innovation. Make-Mom-Proud companies strive for innovations starting with the emotions customers are having. Both the Disney Institute and Gallup Research tell us that companies who practice this kind of emotion-driven innovation earn customer advocates three times more likely to recommend.

Innovation 176

Innovation Loyalty 2019 Hospitality 176

Lenati

AUGUST 26, 2020

The post Innovation interviews: Customer experience innovation in retail appeared first on PK. Articles Innovation Retail and Consumer Strategy and Design Customer Experience CX InnovationWhen the pandemic hit the US back in March, the world changed seemingly overnight.

Innovation 63

Innovation Retail 2020 Interaction 63

GetFeedback

NOVEMBER 16, 2020

After implementing GetFeedback, Lippert improved its customer experiences within a matter of weeks of receiving customer insights. It also built a community of brand advocates that provided feedback and shared new product and service ideas. Customer Stories

Innovation 195

Innovation 2020 Feedback Customer Insights 195

MaritzCX

MARCH 12, 2020

The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts. But the technology and computer capabilities we have today are light-years ahead of where we were even. View Article. General

Innovation 261

Innovation 2020 Travel Customer Experience 261

TechSee

MAY 21, 2019

The post Emotion Analytics is at the Heart of Customer Experience Innovation appeared first on TechSee. Contact Center Innovation call center innovation Customer Experience contact center innovation emotion analytics sentiment analysisIt’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars.

Innovation 112

Innovation 2019 2024 Customer Experience 112

Experience Investigators by 360Connext

FEBRUARY 18, 2015

We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation? Is leveraging customer feedback an essential part of the innovation process? More Posts - Website Follow Me: The post Can We Have Innovation Without Leveraging Customer Feedback?

2015 209

2015 Innovation Feedback Social Media 209

Experience Investigators by 360Connext

FEBRUARY 23, 2015

Customers have a new voice in innovation. I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. It’s encouraging to see such innovation and consideration for customers from such an established and important industry. The Chicago Auto Show, now in its 107th year(!), is a showcase of what’s new and what’s next in auto design and development.

2015 211

2015 Innovation Consumers Social Media 211

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions.

Customer Retention 63

Customer Retention Innovation 2020 Presentation 63

Customer Bliss

JUNE 22, 2017

I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. Customer experience innovation and Cannes Lions 2017. Customer experience innovation in … the moment of delivery?

2017 188

2017 Innovation Customer Experience Healthcare 188

Bill Quiseng

SEPTEMBER 10, 2020

Why not innovate instead of imitating? Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today’s innovation-hungry economy.

Innovation 83

Innovation 2020 Magazine Books 83

Experience Investigators by 360Connext

MAY 24, 2016

Customer data, feedback and market research can still help guide your next innovation. The post 3 Ways to Let Customers Guide Your Greatest Innovation appeared first on Customer Experience Consulting. Blog Customer Experience Featured Innovation customer service feedback innovation linkedin loyalty surveys tech technologyCustomers can’t always tell us what they want, even when we ask them to leave feedback.

2016 150

2016 Innovation Consulting Marketing 150

Experience Investigators by 360Connext

SEPTEMBER 7, 2016

Brands need to keep innovating. Innovation is about responding to the market, anticipating needs, and using a little magic to appeal to customers. I often wonder about the companies that don’t innovate. The post Are You Talking Yourself Out of Innovating? Blog Customer Experience Featured Innovation competition customer service Design innovation leadership linkedin

Innovation 120

Innovation 2016 Consulting Marketing 120

TechSee

NOVEMBER 20, 2018

Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls. Harnessing the power of data analytics and remote visual support transforms support organizations and gives an important edge to innovative brands. The post 2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls appeared first on Techsee. The Truck Roll Challenge.

Innovation 130

Innovation Technology 2018 Call Center 130

TechSee

DECEMBER 4, 2018

Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations. To maintain their leadership position in the industry, Vodafone has placed a strong focus on innovation, partnering with best-in-class technological solutions that accelerate Vodafone’s digital transformation and improve the Customer Experience by providing quicker, simpler and more effective service.

Innovation 92

Innovation 2018 Telecommunications Competitive Advantage 92

Experience Investigators by 360Connext

AUGUST 18, 2016

The post Mobile Innovation Is Not About Your Phone! Blog Communications Customer Engagement Customer Experience Featured Review beacons CONNECT Mobile Innovation Summit customization ecommerce Geolocation innovatioin Internet of Things IoT mobile personalization restaurant retail smartphoneWhat if the future of mobile has nothing to do with the phone in your hand?

Innovation 144

Innovation 2016 Consulting Connections 144

Experience Investigators by 360Connext

DECEMBER 17, 2014

Eye-popping innovation for top-notch service. Mike’s favorite assignments are ‘Store of the Future’ and ‘Sustainable CX Innovation Platforms’. Visit me on the web at MikeWittenstein.com More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin

2014 220

2014 Connections Innovation Consumers 220

Vision Critical

APRIL 4, 2017

Home audio brand Sonos, for instance, recently opened a “listening boutique” store, where customers can experience the company’s innovative products in person. Business Strategy Innovation Customer Experience omnichannel retailHalf of shopping malls in the United States will either close down or suffer steep decline in the next few years, according to one industry analyst.

E Commerce 161

E Commerce 2017 Innovation Retail 161

Beyond Philosophy

MARCH 8, 2019

Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. As a customer loyalty consultant to Fortune 100 Companies, Bell explains how Innovative Service is the kind that gets talked about, and what inspires the customer behavior you want. However, when people have a unique experience with innovative service, they talk, post, and tweet about it all the time.

Innovation 109

Innovation 2019 Consulting Loyalty 109

TechSee

NOVEMBER 20, 2017

The post Customer Service Innovation — How Chatbots are Evolving appeared first on Techsee. Customer Service Bots call center innovation Call Center Solutions chatBots contact center Customer Service

Innovation 106

Innovation 2017 Customer Service 2021 106

MaritzCX

JUNE 20, 2019

The term “innovation” conjures up a multitude of visions. Most people associate innovation with emerging technologies such as artificial intelligence (AI) and 3D printing. But rarely is innovation. Or they think of venture funded startup firms working on hot new products, such as Grail, which seeks to develop blood tests for early detection of cancers. View Article. General

Innovation 200

Innovation 2019 Article Technology 200

Second to None

JULY 25, 2019

For smaller companies, flexibility allows for innovation and constant readjustment to align with changing customer expectations. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates. The post Innovation in Customer Effort appeared first on Second To None. With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years.

Innovation 68

Innovation 2019 Transportation Travel 68

Vision Critical

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. Take advantage of new methodologies in research innovation. Use consumer insight through the product innovation cycle.

2016 211

2016 Innovation Marketing Insights 211

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. And in this post we follow up with a discussion of the importance of Agile and DevOps methodologies to customer experience. customer experience cx customer experience issues automated testing contact center design-driven assurance performance testing devops agile

Innovation 150

Innovation 2018 Insights Contact Center 150

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. My recommendation for innovation research is to focus primarily on the customer’s world, and secondarily on the company’s product, service or process. Thoroughly understand the bigger picture of how the customer is using your offering, and their related challenges, workarounds, and any excesses or deficiencies, and you’ll find a great deal of inspiration for innovation.

Customer Centricity 52

Customer Centricity Innovation 2017 Magazine 52

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! Have you or a colleague been responsible for a substantial change in customer experience in your organization? Do you use Talkdesk technology to drive the strategy for customer-centricity?

Innovation 52

Innovation Contact Center 2020 Return on Investment 52

Strikedeck

NOVEMBER 17, 2020

Vincent Manlapaz, in an interview with Brett Andersen talks about the dynamic role of CS and the importance of having clear cut strategies to structure growth, manage customer expectations and opportunities throughout the organization.

Innovation 56

Innovation 2020 Customer Expectations Management 56

Experience Investigators by 360Connext

DECEMBER 3, 2014

More Posts - Website Follow Me: The post Innovative Customer Service Ideas: Making The Most of Micro appeared first on Customer Experience Consulting. Micro Matters! Our friends and community know about our obsession with microinteractions – those small (sometimes teensy weensy!) moments that make a big difference in the customer experience.

2014 191

2014 Innovation Customer Service Social Media 191

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. Here are the insights, lessons, and cautionary tales that they shared. How do you define innovation in relation to the customer experience?

Innovation 63

Innovation 2018 Customer Experience Insights 63

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. AI-driven innovations in mobile self-service allow companies to consistently deliver high-quality service at scale and to meet customers’ increasing demands for a positive mobile experience. Innovative AI-Driven Self-Service Exhibitors Not to be Missed.

2019 92

2019 Innovation Telecommunications Call Center 92

Totango

AUGUST 21, 2020

The post SAP’s Transformation and Innovation in Customer Success appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth

Innovation 68

Innovation 2020 Customer Success NPS 68

Avaya

MAY 8, 2019

In an environment driven by a continuous improvement philosophy, C3i Solutions began exploring the market for new contact center innovations. We partnered with Avaya for the experience and flexibility to drive innovation and deliver customized contact center solutions to our clients and their customers.”. The post Winning Customer Engagement with Innovation appeared first on Avaya Connected Blog.

Innovation 63

Innovation Customer Engagement Engagement Sports 63

CSM Magazine

SEPTEMBER 11, 2019

Join Localz first Innovation Breakfast! Kris Oldland, Editor-in-Chief of Field Service News, will chair a panel of innovators in Mobile Workforce. Guest speaker is Claire Rowland , author of Designing Connected Products: UX for the Consumer Internet of Things. . Hear them discuss: ? Today’s in-field challenges. ? Uberization of the Last Mile. ? Design for Mobile Workforce. ? What the future holds.

Innovation 43

Innovation White Paper 2019 Events 43

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. The post 5 Silent Issues that Destroy Customer-Focused Innovation appeared first on Customer Experience Consulting. Blog Customer Experience Customer Journey Mapping Featured Innovation co-creation collaboration journey mapping leadership linkedin workshops

2016 110

2016 Innovation Customer Focused Customer Centricity 110

Bizagi

MARCH 26, 2020

But toeing the line can make it difficult to think outside the box and be innovative. Over a third of business leaders report tension between innovation and compliance in their organization, according to Bizagi’s global research. Just because you’re adhering to regulation doesn’t mean you can’t innovate and explore ways to enhance your business. Innovation and compliance: friends, not foes. However, being compliant does not mean the end of innovation.

Innovation 40

Innovation Insurance 2020 Government 40

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. The first several months included this foundational research, including some innovative research on co-creation programs with customers. Episode overview.

2017 163

2017 Healthcare Innovation Customer Experience 163