Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. I have just read a great new book called Value-ology Palgrave McMillan, 2017.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

customer sure

MAY 30, 2023

The team’s approach to customer feedback and improving customer experience are often cited by us as a beacon of best practice, but they’re actually going one step further. They are actively investing in their customer feedback programme in a strategic move to drive growth in the emerging Underfloor Heating market.

Feedback 62

Feedback Calibration Benchmark Engineering 62

CSM Magazine

SEPTEMBER 27, 2016

CX network in partnership with Telecoms IQ are extremely excited to announce that the agenda for CEM in Telecoms Global Summit 2017 is now available to download! 50+ World leading customer experience practitioners are confirmed to share their experience.

Customer centricity 40

Customer centricity Customer Experience Customer Service 40

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40

ijgolding

JANUARY 18, 2018

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world.

Customer Experience 0

Customer Experience Real estate Government Customer centricity 0

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Published on: June 28, 2017. To be held on 6th July 2017 in central London, it features ten topic streams, packed full of case studies that show how leading organizations have transformed CX. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Connecting the dots of customer experience.

Airlines 77

Airlines Wait times Metrics Morale 77

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Donna Peeples , Customer Experience Strategist. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. For instance, when they go from email support to calling the customer service team. “A Attention to Detail.

Call Center 376

Call Center Technology Banking Contact Center 376

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

Eptica

JANUARY 10, 2018

Date: Wednesday, January 10, 2018 Delivering an AI-powered customer experience at Birmingham City Council. Author: Neil Cox Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. Putting the customer first this Christmas.

Customer Experience 49

Customer Experience Average Handle Time Best practices Education 49

Answer Dash

OCTOBER 15, 2018

In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. Disney Institute Customer Experience Summit – May 7-9, Anaheim, CA.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Creative Virtual

DECEMBER 8, 2022

This year I’m proud to have two of my blog posts selected as finalists in the 2022 Customer Experience Update MVP Awards: Composable CX: Becoming Agile and Flexible in the CX Strategy category and Can Conversational AI Make Your CX More Human and Empathetic? in the CX Technology category.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

ShepHyken

JUNE 8, 2018

Here’s an upbeat case study. It’s the story of how our support crew listened to the users of Videoleap , our creative video editor (and Apple’s App of the Year in 2017 in 77 countries, only three months post-launch — ok, done gloating). Many requests end up being ‘translated’ into new social media content to help others.”.

Customer Support 191

Customer Support Brand ambassadors Scripts Customer Care 191

Eptica

OCTOBER 4, 2017

Date: Friday, October 6, 2017 3 reasons why multichannel customer service is important to NHS BSA. Published on: October 06, 2017. You might also be interested in these posts: National Customer Service Week: The opportunity of Artificial Intelligence. Bridging the chat gap in customer experience.

Multichannel 48

Multichannel Customer Service Self service Customer Experience 48

Balto

MAY 10, 2022

Competitors were required to learn the ins and outs of Balto’s real-time sales enablement tool that uses artificial intelligence to improve customer contact conversations and experiences. Founded in 2017 and based in St. About the Center for Sales Excellence.

Sales 52

Sales Contact Center SaaS Coaching 52

ijgolding

OCTOBER 17, 2017

This is the not the first article I have written about the subject of Customer Effort. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. In 2014, I wrote a story that still makes me break out in a cold sweat today. You can read the story here….

Customer effort 158

Customer effort Customer Experience Customer retention 158

Fonolo

MAY 14, 2019

That tells me more education is needed in the market because call-backs certainly improve metrics like abandon rate, as shown by the following case studies: How an Insurance Provider Improved the Customer Experience with Call-Backs. And 2017: “Survey Data Shows Call-Back Popularity Growing”. Conclusion.

Surveys 57

Surveys Abandon rate Call Center Contact Center 57

ViiBE Blog

APRIL 19, 2021

Don’t go out of your way to create problems, but realize that each case of dissatisfaction is an opportunity. Case study: what is service recovery in healthcare? Customer retention is critical to your bottom line. Repeat customers bring in more business over time.

Healthcare 52

Healthcare Feedback Surveys Best practices 52

Eptica

JULY 5, 2017

Date: Wednesday, July 5, 2017 Driving digital transformation within insurance. Published on: July 05, 2017. At the same time customers are becoming more demanding and less loyal with research indicating 30% are prone to switch providers every year. Demonstrating the financial ROI of better customer experience.

Best practices 50

Best practices Personalization Customer Experience Management 50

Amity

MARCH 27, 2017

On the other hand, Customer Success can lean on the story-telling capabilities of Marketing to create content for customers, and to leverage customer success stories to its fullest. • Together, Customer Success Teams and Customer Marketing Can Create a Better Customer Experience.

Marketing 52

Marketing SaaS Education Customer retention 52

Fonolo

FEBRUARY 27, 2019

billion in 2017 to $20.93 Successful Case Studies. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Simon Waldron , Customer Experience Team, injixo. Currently, Simon is part of the Customer Experience team for injixo WFM at InVision AG in North America.

Call Center 91

Call Center Contact Center Service level Enterprise 91

Fonolo

AUGUST 15, 2019

As recently as 2017, it was the most profitable airline in Europe, operating 2,000 daily flights from 86 bases. Just before the turn of the millennium, Ryanair was a tiny, impoverished Irish airline competing with the national carrier, Aer Lingus.

Airlines 73

Airlines Customer Service Healthcare Morale 73

Fonolo

JANUARY 22, 2020

Next Generation Customer Experience, Indian Wells. Adobe Experience Summit, Las Vegas. Customer Experience Strategies Summit, Toronto. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft. Smart Customer Service, Washington DC. X4 Experience Summit , Salt Lake City.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Talkdesk

NOVEMBER 7, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. To learn more about Vivino’s experience with Talkdesk, watch their video case study.

Contact Center 40

Contact Center Analytics Customer Support Personalization 40

Talkdesk

NOVEMBER 7, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. To learn more about Vivino’s experience with Talkdesk, watch their video case study.

Contact Center 0

Contact Center Analytics Customer Support Personalization 0

aircall

OCTOBER 25, 2018

CSO Insights found that in 2017, nearly 60% of sales leaders had a dedicated sales enablement function. For example, a case study produced with curious prospects in mind could also be useful for training a new salesperson on product features and benefits. Case studies. Case studies. ROI reports.

Sales 75

Sales B2B Outbound sales SaaS 75

Infinity

JULY 19, 2018

This is where the experience you offer over the full relationship truly comes into its own. According to Dimension Data’s latest Global Customer Experience Benchmarking Report, 81% of companies see customer experience as a differentiating competitive factor. Take advantage of digital natives.

Banking 45

Banking Benchmark Chatbots Customer retention 45

Call Experts

APRIL 28, 2022

What is Are Customer Service Podcasts? Whether you’re running a small company or a large corporation, you should be aware of excellent customer service. . According to the Zendesk 2022 Customer Experience Trends Report , a customer’s first two negative experiences result in 61 percent of customers defecting to a competitor.

Customer Service 52

Customer Service Entertainment Best practices Metrics 52

ProProfs Blog

JULY 30, 2021

Stackla research brings forth the fact that 86% of customers look out for brand authenticity before they support a brand. According to a PWC survey , 63% of customers look forward to a good customer experience before making a purchasing decision. Brand Perception Case Studies. Image Source: MBASkool.com.

Surveys 167

Surveys Marketing Analytics Feedback 167

RichCall

MARCH 21, 2018

Back in September we’ve combined the trends in contact centers for 2017. Here’s a figure from the 2016 Global Contact Centre Benchmarking Report that shows then-current and planned services in contact centers: It also predicts 9 channels in most contact centers by 2017. wait and see for its use cases, case studies and results.

Technology 45

Technology Benchmark Contact Center Surveys 45

ForeSee

OCTOBER 25, 2016

With 2017 Connect: The ForeSee Summit just a few months away, we’re in search of client speakers who want to share their customer experience (CX) measurement successes and inspire their. The post Summit presentations that score big: How to make your proposal stand out appeared first on ForeSee.

Customer Experience 56

Customer Experience 56

Mindtouch

MARCH 16, 2020

In the effort to shore up key performance indicators (KPIs) as they relate to customer experience and the customer journey, too many organizations overlook the most important thing: the customer. Examining the journey through the customer’s eyes . These are the times your customers need you most.

Self service 105

Self service Abandon rate Customer effort Contact Center 105