Talkdesk

AUGUST 16, 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. Opentalk Session Host / Moderator: Jon Braga, Customer Experience, Innovator.

Consulting 40

Consulting Consulting Customer centricity Call Center 40

Talkdesk

AUGUST 16, 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. Opentalk Session Host / Moderator: Jon Braga, Customer Experience, Innovator.

Consulting 40

Consulting Consulting Customer centricity Call Center 40

Talkdesk

AUGUST 8, 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. OpenTalk Session Host / Moderator: –> Jon Braga, Customer Experience, Innovator. .

Consulting 40

Consulting Consulting Customer centricity Call Center 40

Beyond Philosophy

DECEMBER 20, 2017

STAN: What do you think of a person who only does the bare minimum? HR execs and consultants would say that what is needed is a higher level of employee engagement. Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. STAN: Yeah. Let me ask you a question, Joanna.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

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.%). personalization. connected customer journeys with 9 channels in most contact centers. Bruce Temkin , a customer experience transformist.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. Personalized Engagements.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

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

aircall

FEBRUARY 13, 2017

Every type of organization has suffered the impact from SMBs to large companies or sales consultants. This leads me to the next point, a modern sales process must be both milestone-centric and customer-centric. In this context, a sales manager must rethink the concept of customer centricity. That’s huge!

Sales 83

Sales Customer centricity Coaching CRM 83

CSM Magazine

DECEMBER 5, 2017

Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues. For example, if a customer is repeating voice commands over and over and has an elevated voice, an immediate transfer might be prompted.”

Customer Service 80

Customer Service Gamification Self service CRM 80

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. Atos operates under the main brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline. About Atos.

Customer centricity 60

Customer centricity Coaching Employee engagement Consulting 60

HGS

MAY 22, 2018

Leaning heavily on these new strategies, healthcare is catching up to retail’s recent disrupters—from the digital convenience to personalization. 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.

Healthcare 100

Healthcare B2C Government Analytics 100

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

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

Netomi

FEBRUARY 28, 2022

I think that the trend that will dominate in the next couple of years (not just in 2022) in CX will be ‘personalization’ and learning how to create a personalized experience not only for luxury products/services but for all industries. A highly personalized digital service, the company has been dubbed the “Netflix of telco.”.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success. Introduction. Social Messaging Will Gain Renewed Importance.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

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

ClearAction

OCTOBER 2, 2017

Your whole customer experience team can identify their ratings on each element of this equation and learn how to increase trust. Just as you make adjustments in your phrasing and approach for a newcomer, child or person whose native tongue is different, make it a habit to speak in terms that your stakeholders find relevant and resonant.

Customer Experience 78

Customer Experience Journey mapping Management Customer centricity 78

ProProfs Blog

DECEMBER 12, 2019

So, it is crucial to make every customer feel valued and treat their problem like your own to gain their trust. 33% of customers stated that they left a brand because they lacked personalization. Another reason customers leave a brand is that they don’t feel the company knows them. Why Your Customers Aren’t Loyal?

Customer retention 132

Customer retention Surveys B2B Marketing 132

Taylor Reach Group

JUNE 11, 2018

Leveraging an Omni-Channel strategy can drive Customer Loyalty by delivering consistent customer service regardless of the channel of interaction. This also supports differentiated service for different customer segments and customer journeys. Frustrations in the Voice Channel: . In 2016, 68.6% in just a single year.

Contact Center 50

Contact Center Self service Scripts Call Center 50

C Space

AUGUST 15, 2018

After landing impact-after-impact for his clients, he became a seasoned and celebrated consultant, eventually being shortlisted for the prestigious MRS Newcomer of the Year Award in 2016. The perception held by many customers (mum included) is that car dealers don’t want to help you; they want to sell to you.

Automotive 40

Automotive Advertising Sales Accountability 40

Comm100

FEBRUARY 20, 2018

Each time a customer interacts with a Chatbot before a live person, the cost per query gets lower. According to VentureBeat , “Even if a person makes a ‘call me’ command to connect with a live agent after initiating a Chatbot interaction, a contact center pays about 33 percent less for outbound calls than inbound calls.”.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Rick Adams. Kristen Hayer.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

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

COPC

NOVEMBER 13, 2019

Shouqi Group, with its 68 years of experience in car services and the well-known “State Guest Service Team,” has been offering services to major foreign affairs and political conferences including the NPC (National People’s Congress) and CPPCC (Chinese Political Consultative Conference) in China. Working closely with COPC Inc.

Customer centricity 8

Customer centricity Consulting Consulting Transportation 8