Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. The paternity policy at Virgin reflects two critical elements for the link between Employee Experience and Customer Experience.

Customer Experience 400

Customer Experience B2C Banking B2B 400

Contact Center Pipeline

DECEMBER 30, 2015

As 2015 comes to a close, we’d like to look back at our 10 most popular posts of the year. It has been an exciting year at Pipeline with the launch of our blog. Do Frontline Agents Receive Enough Ongoing Training? We asked that question in a recent poll on Contact Center Training. The majority […].

Contact Center 100

Contact Center Customer Care Call Center Customer Experience 100

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. It’s a simple concept, really. Some do both.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. Putting the Power of Your People to Work for Customer Centricity.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. These choices affect the Customer Experience.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Talkdesk

AUGUST 28, 2020

Following six years of a challenging journey as a call center agent, I joined Talkdesk® as a technical support representative in 2015. The post Women in Leadership: My journey in Customer Experience appeared first on Talkdesk.

Customer Experience 122

Customer Experience Technical Support Call Center Accountability 122

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days.

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? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. Published on: January 08, 2016. With over $4.45

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. So, what is actually happening to B2B customer experiences? Customer Experience is the new black.

B2B 121

B2B B2C Customer Experience Personalization 121

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Want to learn more about customer centricity?

Brand ambassadors 88

Brand ambassadors Customer centricity Banking Feedback 88

Contact Center Pipeline

JULY 29, 2015

As many of the discussions at Engage 2015, Verint’s Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really delve into the “why” behind their actions, it can be helpful to provide customers with multiple methods for providing feedback.

Feedback 100

Feedback Customer Experience Analytics Journey mapping 100

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

Contact Center Pipeline

JUNE 9, 2015

Greetings from Engage 2015, The Verint Systems Global Customer Conference, in Las Vegas (June 8th-11th)! The event got off to a great start Monday evening with an opening session that highlighted the rapid evolution of customer-centric strategy from managing the customer experience to customer engagement optimization.

Customer Experience 100

Customer Experience Customer centricity Management Call Center 100

Quadient

DECEMBER 16, 2021

A new era in government-sector customer experience. As a customer experience (CX) practitioner, I was surprised to find that an Executive Order (E.O.) This ushers in a new era of government customer experience. Executive office customer experience order: what it is. Andrea Haughton.

Government 52

Government Customer Experience Best practices Healthcare 52

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising. Yes, it’s important.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

ForeSee

JUNE 9, 2015

ForeSee helps people focus on the customer experience. It allows you to understand what your prospects and customers think about your website. Looking back, here are 8 things that I will take away: The post Voice of Customer Lessons Learned at the 2015 Answers Summit appeared first on ForeSee.

Analytics 76

Analytics Marketing Customer Experience 76

Beyond Philosophy

MAY 14, 2015

So, as the various channels of your Experience expand, and more of your Customers exercise their option to contact you through another channel, consistency becomes even more important. It makes a consistent Customer Experience, through ALL of your channels including self-service, critical to maintaining the trust.

Self service 402

Self service Best practices Customer Experience Call Center 402

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Provide Support

NOVEMBER 11, 2015

Customer expectations for the holiday season 2015. However, it is those 27% of retailers who cite improved customer experience as their top priority who are truly on right path to achieving their business goal of high revenue. The landscape of customer preferences is changing every year. Read more.

Customer Experience 68

Customer Experience Sales Accountability Best practices 68

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

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015. Enjoy the read!!

Banking 93

Banking Customer Experience Customer centricity Government 93

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. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. How was it?

Airlines 305

Airlines Consulting Consulting Customer centricity 305

ForeSee

NOVEMBER 19, 2015

Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. For the past decade, we've surveyed holiday shoppers to discover which retailers give them the best customer experiences and which ones fail to deliver.

Surveys 45

Surveys Customer Experience Multichannel 45

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! brand customer experience loyalty marketing' Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. This year, Robert again put together his proposed trends for the upcoming year.

Finance 68

Finance Advertising Marketing Metrics 68

PeopleMetrics

JANUARY 12, 2015

In 2015, we’re improving the look and feel of our Voice of the Customer platform. 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). These UX changes are part of our ongoing effort to improve our own customer experience.

Feedback 79

Feedback Accountability Personalization Customer Experience 79

CSM Magazine

JULY 29, 2015

According to analysts, 89% of companies expect to compete mostly on the basis of customer experience by 2016, compared with only 36% five years ago. In fact, in order to drive customer satisfaction and impact business results, each touchpoint a customer has with an organisation must be relevant and effortless.

Marketing 69

Marketing Customer Experience Real estate Accountability 69

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. It shows there has been scant change to customer service levels, with no overall improvement since 2013.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

SharpenCX

JUNE 26, 2018

Customer experience has been a focus of brands around the world for years. In 2015, Gartner declared it the new competitive battlefield. The post New Golden Rule: Why You Need to Build Strong Agent & Customer Experiences appeared first on Sharpen Contact Center Software. It’s not [.].

Customer Experience 64

Customer Experience Contact center software Contact Center 64

ForeSee

JANUARY 8, 2015

But regardless of what the latest and greatest may be this year, one principle remains constant: the path to retail success begins with satisfied, loyal customers. And satisfied, loyal customers are made when you provide great customer experiences. ForeSee Solutions Multichannel Omnichannel Retail'

Multichannel 72

Multichannel Technology Customer Experience 72

Beyond Philosophy

MARCH 19, 2015

between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement. Register here. The post “U.S.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Independent retailers are in a unique position to really set themselves apart from big corporations with the special touches they add to customer experience.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Talkdesk

JANUARY 22, 2015

Especially your resolutions related to customer-centricity. Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In 2015, consumers are busy, well informed and tech-savvy. Now that’s service in 2015!

Customer centricity 50

Customer centricity Interactive Voice Response Self service call center software 50