TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. It was a successful year for the program, with more than 180 presentations across 35 categories. A full list of winners and categories can be found here [link]

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

ChurnZero

OCTOBER 26, 2021

With the continued growth in entries and competition to the APPEALIE SaaS Awards, the Overall SaaS Award winners now incorporate specific product categories. Overall SaaS Award – Analytics + Business Intelligence Category Winner: Marchex. Overall SaaS Award – Collaboration + Productivity Category Winners: Hopin.

SaaS 98

SaaS Customer centricity Metrics Education 98

Beyond Philosophy

JULY 2, 2020

” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. We use research called Emotional Signature Edge® that can find these hidden gems and provide you a target to hit with your revised and reimagined customer experience. ” marketwatch.com.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Hello Customer

MARCH 15, 2023

There’s no denying it, most companies nowadays are searching for a solution to turn customer experience insights into something tangible and actionable. For example: what if the feedback categories don’t fully match with your internal KPIs ? Want to make changes to your category groups? What’s in it for you?

Feedback 52

Feedback Transportation Personalization Consulting 52

Hodusoft

OCTOBER 6, 2022

1 Predictive Dialer Software in GetApp ’s Category Leader list, published by Gartner Digital Markets Report. HoduCC is an advanced, next-generation call & contact center software designed to help businesses improve their business communications and deliver a top-notch customer experience.

Contact center software 52

Contact center software voip Contact Center Customer Support 52

ShepHyken

APRIL 8, 2022

He shares how retailers can understand the digital customer experience in the retail world. Did you know that 70% of consumers have stopped doing business with a brand following a poor customer experience? An experience through the customer’s buying journey is quite crucial and must be addressed by the retailers.

Customer Experience 184

Customer Experience Contact Center Contact center software Personalization 184

ShepHyken

MARCH 5, 2021

To increase your store’s sales, the customer experience of the store must be top-notch. What’s customer experience? It’s the experience that your customer would go through right from when they enter your online store to purchasing a product. It’s not easy to uplift your store’s customer experience.

Customer Experience 222

Customer Experience SaaS Sales Marketing 222

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Hodusoft

JULY 20, 2022

Gartner’s GetApp Names HoduCC a Category Leader in Contact Center Software. It’s pretty exciting to see that HoduSoft has bagged the 6th rank in GetApp’s Category Leader list for contact center software , published by Gartner Digital Markets Report. Making the markup Gartner’s GetApp Category Leader List.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Call Center 52

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!”

Customer Service 190

Customer Service Airlines Self service Customer Experience 190

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

ChurnZero

JANUARY 28, 2021

Its software solutions allow businesses to understand how their customers use their product, asses their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. ChurnZero is headquartered in Washington, D.C.

SaaS 96

SaaS Surveys Feedback Technology 96

Merchants

JULY 29, 2021

Business process outsourcing (BPO) provider and customer experience partner, Merchants, is proud to announce that it has been chosen as a regional finalist in 11 categories in ContactCentreWorld’s 16th Annual Global Awards.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer Experience 52

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Analytics 83

Analytics Customer Experience Management Surveys 83

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Bill Quiseng

APRIL 25, 2021

We can learn from the processes we took during this pandemic to establish the same steps to reassess and create our customer experience in what is the new normal. While improving customer experience is not literally life and death, without offering a good experience we stand the chance to lose the customer forever.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To pierce the “Excellent” glass ceiling, your customer experience strategy must shift gears. Customer Loyalty.

Customer Experience 71

Customer Experience Customer centricity Sales Metrics 71

The Petrova Experience

DECEMBER 8, 2022

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for your business, your customers, and your employees.

Customer Experience 105

Customer Experience Self service Airlines Technology 105

Customer Experience Matters

MAY 13, 2019

One of the cornerstones of XM is the combination of operational data (“O-data”) and experience data (“X-data”). The post Six Categories Of X&O Data Insights appeared first on Experience Matters. While each type of data can provide valuable insights on its own, Read More.

Management 68

Management Customer Experience 68

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. At a time when customer experience and reassurance has been vital, how well has CX coped, and what lessons can be learnt for the future? Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Up Your Service

JANUARY 22, 2020

Two different categories of value. Third category. But he created more… value in another category. And then there’s a fourth category. Four different categories of value. One category is the actual pizza or the actual financial products and the innovations that you create. You owe me money.

CRM 52

CRM Best practices Personalization Customer Experience 52

Eptica

JULY 15, 2020

Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Customer service: what you can learn from great business leaders.

Customer Experience 119

Customer Experience Best practices Customer Service Personalization 119

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

Jive

MAY 23, 2019

Our efforts have effectively established cloud-based phone systems and Unified Communications platforms as essential tools for the modern workplace—a fact further bolstered by G2 who recently named Jive a leader in the VoIP category. The post Jive named leader in G2’s VoIP Category appeared first on The Jive Blog.

voip 69

voip B2B Customer Service Marketing 69

Beyond Philosophy

MAY 21, 2021

From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences. Nir Eyal, author, consultant, and investor, created a two-by-two framework into different lying categories. Lying To Your Customers Is Not A Good Idea.

Customer Experience 221

Customer Experience Consulting Consulting Personalization 221

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Why a consistent customer experience is so important (and how to deliver it). Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth.

Feedback 83

Feedback Customer Experience Customer centricity SaaS 83

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

ShepHyken

SEPTEMBER 16, 2022

Categorization helps to efficiently organize feedback into categories like “Customer Service,” “Price,” “Ease of Use,” and “Features.” Then, categories may be divided into subcategories. Categories are key to producing actionable insights on top of rating questions, such as CSAT score (customer satisfaction),?

Feedback 167

Feedback Chatbots Education Consulting 167

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience?

Customer Experience 98

Customer Experience Airlines Best practices Personalization 98

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. Financial Metrics. Quarterly Expansion Revenue.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

Tethr

AUGUST 13, 2020

At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. Michael Vermillion, Vice President and General Manager, Customer Service Practice at J.D. The post J.D.

Customer Experience 125

Customer Experience Benchmark Best practices Big data 125

Taylor Reach Group

DECEMBER 11, 2019

It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. What motivates employees can be grouped into two major categories: Intrinsic and Extrinsic Motivation.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Eptica

MARCH 19, 2021

Millard Understanding the impact of the pandemic on customer experience. Millard COVID-19 has changed customer needs and expectations – how can companies ensure they are delivering the right levels of service moving forward? Millard, Customer Service, autonomous customer Categories: Trends and Markets.

Customer Experience 72

Customer Experience Marketing Customer Service 72

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. A positive customer experience comes down to making a customer feel valued during every experience , whether that’s offering delayed payments, incorporating free features, or simply remembering their name.

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

ShepHyken

MARCH 27, 2020

He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. Did you know that customers who have a positive experience are 54 percent more likely to make another purchase and are five times more likely to recommend your brand to others ?

Surveys 183

Surveys Customer Experience Advertising Feedback 183