Talkdesk

JULY 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How do you scale a company and maintain quality of customer service? .

Finance 41

Finance Banking Customer centricity Accountability 41

Toister Performance Solutions

JANUARY 4, 2018

Here's the breakdown of overall customer service ratings by size of bank. Some of this may be residual impact from Wells Fargo's fake account scandal. I captured some of Teemsma's service secrets in this 2017 interview.) Yet businesses across all industries tend struggle with scaling a service culture as they grow.

Banking 48

Banking Customer centricity Contact Center Accountability 48

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Customer Relationship Metrics

JULY 26, 2017

In a study by Jobvite, 95% of recruiters say hiring will be as or more competitive in the coming year (2017). Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. Why is that?

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

LiveChat

MARCH 6, 2018

Easier said than done, there are many online businesses that are working round the clock to provide the best customer experience. While there are several reasons behind this, the most crucial one is a clear lack of a customer-centric website. The connection between customer loyalty and mission statement can’t be ignored.

Customer centricity 28

Customer centricity Brand ambassadors Chatbots Advertising 28

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

ProProfs Blog

JANUARY 7, 2020

If there is no accountability on the part of the agent if response times have been really prolonged. Ensure that your agents are aware of their roles and responsibilities along with who they are accountable to if and when there are lapses in service. When There Is Lack of Customer Centricity.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Maturity Model.

Customer Experience 85

Customer Experience Customer centricity Management Enterprise 85

Anexa BPO

JUNE 2, 2021

In most cases, the digital consumer model is not going anywhere, as evidenced by the fact that in July 2020, online retail sales in the US accounted for 33% of total retail sales. According to the 2017 American Community Survey, Spanish accounted for a whopping 41 million of the population.

outsourcing 52

outsourcing Business Process Outsourcing Customer centricity Accountability 52

ProProfs Blog

FEBRUARY 1, 2019

Identify the words they associate with your product when discussing them and use this to create a customer-centric benchmark of value and quality among other factors. A study conducted by Mashable in 2017 stated that roughly around 40% of the world population regularly uses social media. Use Social Media to Cast A Wider Net.

Surveys 84

Surveys Benchmark Advertising Customer centricity 84

SmartKarrot

MAY 27, 2020

Has your mind been pondering around these questions like – ‘What skills are the top account management companies looking for’? Are they even looking for account managers to hire? Let’s see how you can benefit from the best account manager training available online. LAMP Account Management Training .

Accountability 10

Accountability Management Best practices Customer retention 10

Customer Guru

MARCH 7, 2018

She is a Certified Customer Experience Professional from the CXPA (US). In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. In your professional capacity, what are the key areas you look at to evaluate how customer-centric a business really is?

Customer centricity 60

Customer centricity Coaching Employee engagement Consulting 60

HGS

MAY 22, 2018

Further to this point, the cost of attaining compliance has steadily grown over the past few years, rising 43% from 2011 to 2017, according to a recent Ponemon report. Notably, the most heavily regulated industries, including healthcare, show a 106% increase in compliance costs for that same time period.

Healthcare 100

Healthcare B2C Government Analytics 100

The Petrova Experience

OCTOBER 25, 2023

Certainly, this statistic gives us plenty to talk about in terms of getting to the Voice of the Customer to the Executive Meetings. It also compels us to look at how to get leadership to fund the customer experience initiatives that take that Voice of the Customer into account and deliver real impact.

Education 52

Education Customer centricity Customer Experience Technology 52

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. For customer-facing teams, this means accountability for customer service and outcomes.

Customer Service 65

Customer Service Employee engagement Customer centricity Entertainment 65

ijgolding

DECEMBER 14, 2017

The conclusion to that particular article was that despite significant advancements being made in technology, too many organisations continue to deliver inconsistent and random experiences that fail to meet the needs and expectations of customers. There are many examples of successes in customer centric transformation – but not enough.

Customer Experience 65

Customer Experience Customer centricity Banking Education 65

Comm100

MARCH 8, 2017

From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

The Petrova Experience

APRIL 4, 2023

Back in 2017 when we served on the AI Advisory Committee for Execs In the Know, we wrote an article about the role of artificial intelligence in the future of business. Our article called out, rather presciently, the need for governance, standards, and the human touch in the scope of AI for customer experience and other business imperatives.

Customer Experience 52

Customer Experience Government Customer centricity Calibration 52

CSM Magazine

DECEMBER 5, 2017

It is imperative that the customer service professional has a level of expertise that can address more complex areas. Key Learnings from 2017. Customers expect a higher level of accountability and companies need to prepare their staff to be able to manage these situations effectively. About the Author.

Customer Service 80

Customer Service Gamification Self service CRM 80

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. PwC, 2017). Customer Centricity Are you obsessed with your customers?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Answer Dash

OCTOBER 15, 2018

One of my top takeaways from these discussions is the growing importance of formulating and managing marketing campaigns on a far more granular and customer-centric level. Prospects and customers need to be addressed through multiple touchpoints, using the appropriate content and delivered through the right channels at the right time.

B2B 76

B2B Marketing Customer Experience Benchmark 76

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. This change in internal direction is beneficial to customers, as the success of the customer must be value-driven to ensure these outcomes. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. This change in internal direction is beneficial to customers, as the success of the customer must be value-driven to ensure these outcomes. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

Clarabridge

AUGUST 31, 2017

By: Colin Dean, UK Account Director, Clarabridge. Customers are at the heart of any business and the financial services sector is no different. As well as delivering a better customer experience, evidence shows that customer-centric businesses achieve better shareholder returns and faster growth. 16 th August 2017.

Analytics 40

Analytics Customer centricity Accountability Feedback 40

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric?

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

Customer Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

B2C 48

B2C B2B Customer Experience Best practices 48

Comm100

DECEMBER 1, 2017

Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” Successful Brands Are Customer-Centric.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

Tenfold - Contact Center Blog

JUNE 22, 2018

A 2017 report by Accenture indicated that 71% of financial services consumers are open to using “entirely computer-generated support for banking services.” Yet, many banks and finance companies still lag in this area, owing to unsustainable organizational and operational divisions between marketing, sales and customer support.

Finance 64

Finance Banking Technology Chatbots 64

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Never underestimate the customers expectation in CX.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology 48

Technology Transportation Entertainment Customer centricity 48

Infinity

NOVEMBER 29, 2018

Create customer-centric content. Ideas that are new, but also more likely to resonate with your customers as, light bulb moment, they’re the ones who wrote it. Your brand’s social accounts are lighting up brighter than the Blackpool tower. It’s a huge success for both your brand and your customers.

Marketing 45

Marketing B2C Customer centricity Surveys 45

CX Journey

APRIL 25, 2018

It appeared in their November 28, 2017, issue. Customers are yearning for better experiences. How do you know what your customers’ expectations are? One thing to note is that journey mapping is not just for customers but for all constituents, including employees, vendors, partners, franchisees, licensees, etc.

Journey mapping 58

Journey mapping Customer centricity Customer Experience Accountability 58

C3Centricity

SEPTEMBER 16, 2019

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having.

Customer centricity 54

Customer centricity Best practices Customer Care Sales 54

Comm100

JANUARY 14, 2016

A recent Vision Critical study shows that 84% of CIOs of customer-centric companies are focusing on improving mobile customer experiences. In a March 2015 report , eMarketer predicts that Facebook and Twitter will account for a full one-third of all digital advertising by 2017.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Fonolo

SEPTEMBER 17, 2019

This campy, comedic, decidedly ‘of-its-time’ sitcom offered a transparent satire of memorable customer service counter staff working for “Grace Brothers,” a fictional department store set in the bustling metropolis of London, England.

Customer Service 52

Customer Service Call Center Technology Customer Support 52

Comm100

AUGUST 23, 2018

These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices). Similarly, effective mobile experiences can blend service channels together, creating an experience that is purely customer-centric.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178