ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. He is the author of Be Your Customer’s Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick ® blog.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Topdown

JANUARY 23, 2016

In 2015, StackEngine sponsored a survey, conducted by VMblog.com and CloudCow.com on Docker container adoption, traction, challenges and usage. StackEngine summarized their key findings in a nifty infographic they shared on their blog. Full results of the survey are also available to download as well.

Surveys 63

Surveys Customer Experience 63

CCNG

APRIL 13, 2021

By 2015, businesses had access to highly integrated networks of software and the ability to source all the capabilities they needed from one vendor or solution, yet most large enterprise organizations were slow to adopt cloud solutions due to concerns about security issues and loss of control.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

Cisco - Contact Center

JUNE 1, 2023

As with all 17 UN Sustainable Development Goals adopted in 2015, number 5— Achieve gender equality and empower all women and girls —is an objectively fair aspiration. The trouble with a goal, however, i… Read more on Cisco Blogs

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98

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Below are the top six customer service trends for 2015 according to Forrester : 1. According to Forrester, emerging customer support channels such as mobile and web self-service and video chat will gain momentum in 2015.

Customer Service 66

Customer Service Customer centricity Analytics call center software 66

Uniphore

AUGUST 11, 2015

Jacada is exhibiting at SpeechTEK 2015 , August 17 – 19, 2015 at the Marriott Marquis at NYC. Find us at booth # 620 where we’ll be demonstrating our Visual IVR technology and discussing:

Interactive Voice Response 66

Interactive Voice Response Technology 66

Customer Interactions

OCTOBER 27, 2015

​Omar Akhtar guest blogs on Brian Solis’s blog about unifying your sales, marketing and service departments around the customer experience.

Surveys 53

Surveys Sales Marketing Customer Experience 53

ijgolding

DECEMBER 30, 2014

There are now 129 CCXPs around the globe – these numbers will increase dramatically in 2015. Regular followers of my blog will have read a number of stories this year that are embarrassing to digest. So what should we be looking for in the world of Customer Experience in 2015? Some things will have worked.

Customer Experience 85

Customer Experience Customer centricity Personalization 85

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. If you enjoyed this post, you might be interested in the following blogs: Design Self-Service Experience with Customers in Mind.

Self service 402

Self service Best practices Customer Experience Call Center 402

Toister Performance Solutions

MARCH 11, 2021

Benchmark Portal's last Agent Voices Report was released in 2015. Overall satisfaction You might expect a steep drop in agent satisfaction, but it was only 3 percent lower than in 2015. Vision This was another category of questions that surprised, with the results remaining virtually unchanged from 2015. Posting a 7.4

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

PeopleMetrics

JANUARY 12, 2015

In 2015, we’re improving the look and feel of our Voice of the Customer platform. In this blog post, we’ll cover two key areas: the Dashboard and Real-Time Reports. The upcoming update is based on user feedback, and it’s a major step forward in our ongoing development to improve our user experience (UX).

Feedback 79

Feedback Accountability Personalization Customer Experience 79

Nextiva

JANUARY 7, 2022

On November 15, 2015, Slack, a chat app used by millions, went offline. The post How to Create a Customer Service Philosophy to Inspire Your Team first appeared on Nextiva Blog. In an instant, teams lost contact with each other, meetings abruptly ended, and collaboration halted. For most companies, this would’ve been catastrophic.

Customer Service 94

Customer Service Customer Experience 94

ShepHyken

DECEMBER 8, 2017

According to a research , in 2015, 25 percent of the world population was using a smartphone and it was forecasted that by 2017, a third of the world population will be using it. The post Guest Blog: Want to Excel at Customer Service? Acknowledge the Mobile Social Customer. It’s Called A Complaint.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Beyond Philosophy

JUNE 12, 2015

Join us at our webinar at 11am EDT on July 23 rd , 2015, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Customers That Stick

OCTOBER 1, 2015

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 160

Customer Service 160

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. It was really good to hear him extol the importance of storytelling in communicating your customer experiences (good, bad, and downright ugly), a previous recommendation on this blog. But it works well.

Gamification 63

Gamification Airlines Construction Coaching 63

Beyond Philosophy

NOVEMBER 17, 2014

To learn about Beyond Philosophy’s Naïve to Natural Model in an upcoming professional training course, please register for our Naive to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Employee engagement 410

Employee engagement Customer Experience Management 410

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Blogs Customer Experience' Prediction #1: Net Promoter Score (NPS) Will Continue to Falter.

Customer Service 418

Customer Service Customer Experience 418

Beyond Philosophy

NOVEMBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People to Work.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

DECEMBER 4, 2014

If you enjoyed this post, you might be interested in the following blogs: Why Most Customer Experience Programs Fail. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People to Work for Customer Centricity.

Journey mapping 384

Journey mapping Customer centricity Employee engagement Customer Experience 384

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. 4 Ways to Gain Customers’ Trust in Data Security.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Natalie Petouhof

SEPTEMBER 15, 2015

Tweet As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience” Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one.

Automotive 45

Automotive Engineering Personalization Customer Experience 45

Beyond Philosophy

NOVEMBER 26, 2014

If you enjoyed this post, you might be interested in the following blogs: Why Most Customer Experience Programs Fail. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Blogs Customer Experience'

Advertising 324

Advertising Customer centricity Marketing Customer Experience 324

Beyond Philosophy

NOVEMBER 18, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People to Work.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

APRIL 26, 2017

million people visited Universal Studios Florida in 2015, and 20.5 If you enjoyed this blog, you might also like: Case Study: Enhance Your CX with This Technology. It costs a family of four over $1200 to spend three days at Universal’s three parks, and that’s just the admission price. million people visited Disney’s Magic Kingdom.

Technology 283

Technology Consulting Consulting Customer emotions 283

Beyond Philosophy

JANUARY 5, 2015

The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. If you enjoyed this post, you might be interested in the following blogs: Disney Continue to Deliver Magical Customer Experiences. Blogs Employee Experience'

Airlines 310

Airlines Surveys Customer Experience 310

Beyond Philosophy

OCTOBER 24, 2016

Their budget in 2015 reached just under $718 million , with no signs of slowing down. If you enjoyed this post, you might be interested in the following blogs: Revolutionary Thinking on Customer Loyalty. A Loyal Fan Base Is Forgiving. In recent years, Tesla increased their research and development spend. Fascinating Insight!

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

JANUARY 18, 2017

Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. This is no great surprise: CNN Money ranked Spirit 10th out of 10 airlines rated for customer satisfaction in 2015. The Wall Street Journal has released its annual scorecard of U.S.

Airlines 305

Airlines Consulting Consulting Customer centricity 305

Customer Interactions

SEPTEMBER 17, 2015

It is rare that we highlight two posts from the same source in the same CMO Perspectives blog post. But this week marketingprofs.com has delighted us with two excellent pieces on marketing and customer experience. Well worth the read.

Marketing 52

Marketing Customer Experience 52

Beyond Philosophy

SEPTEMBER 22, 2015

If you enjoyed this post, you might be interested in the following blogs: Philosophies To Improve Your Customer Experience in 2015. These days it’s important to make sure the Customers feel the love. Are your Customers feeling the love from you? Why Most Customer Experience Programs Fail.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

JUNE 21, 2015

Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. If you enjoyed this post, you might be interested in the following blogs: Employee Culture: Why Amazon is on Top and Bank of America Isn’t.

Customer Experience 400

Customer Experience B2C Banking B2B 400

Beyond Philosophy

JUNE 18, 2015

Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. If you enjoyed this post, you might be interested in the following blogs: Does Shopping Really Make You Happy? Does Getting What You Want Make You Happy? Discovering What Customers Don’t Know Themselves.

B2C 399

B2C B2B Employee engagement Customer Experience 399

Beyond Philosophy

NOVEMBER 6, 2014

If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People To Work for Customer Centricity.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

MARCH 3, 2015

If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. Philosophies to Improve Your Customer Experience in 2015. Blogs Market Research Thought Leadership' It became available today, for only $9.99! Read more here. How to Get People to Do What You Want.

Advertising 365

Advertising Customer centricity Marketing Customer Experience 365

Creative Virtual

FEBRUARY 7, 2023

I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It. But what does it mean to make personalization more personal?

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Beyond Philosophy

AUGUST 18, 2015

The media is the typical culprit for overinflating the minor event in many cases, i.e. Snowmageddon 2015, or winter storm Juno, now simply called the blizzard that wasn’t. If you enjoyed this post, you might be interested in the following blogs: Why Gut Decisions Are Sometimes Wrong. Discovering What Customers Don’t Know Themselves.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413