CX Journey

DECEMBER 11, 2018

In a nutshell, measure what matters, understand who your work impacts and how you impact them, and take a real interest in co-workers. In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged! This book outlines the foundation for his "people operating system."

Leadership 151

Leadership Guidelines Travel Culture 151

Experience Matters

DECEMBER 22, 2015

Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195. Download report for $195.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

AWS Machine Learning

MARCH 19, 2025

We specifically instruct the LLM to first mimic a step-by-step thought process for arriving at the answer (chain-of-thought reasoning), an effective measure of prompt-engineering to improve the output quality. The second, optional line contains text that has been selected by the user in the document and is provided as context to the LLM.

Automotive 103

Automotive Examples Resources Analytics 103

Wired and Dangerous

MAY 17, 2021

The agreement ensures that Switzerland applies strengthened measures that are equivalent to the EU directive, as upgraded in March 2014. Article 6 builds on a long history of market approaches under the Kyoto Protocol, the Paris Agreements predecessor ( [link] ).

Banking 91

Banking Financial Consulting Study 91

SurveySparrow

NOVEMBER 26, 2019

“Many, if not most organizations around the world are measuring the customer experience badly!”. “The most robust way to measure CX would see an organization capturing, listening to and acting on three VOICES or measurement. Most organizations are measuring some form of VOC. Hardly any are measuring VOP.

Measurement 81

Measurement Strategy Feedback Touchpoint 81

Experience Matters

FEBRUARY 10, 2016

We surveyed 300 HR professionals from large organizations in North America and compared the results to a similar study we did in 2012. We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX).

Employee Engagement 120

Employee Engagement Report Engagement Groups 120

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

Report 120

Report Groups Survey Customer Experience 120

Beyond Philosophy

DECEMBER 26, 2014

Implement these measures, and the world will be a great deal better,” is the cry accompanying these pitches. If you enjoyed this post, you might be interested in the following blogs: 2012 Customer Experience Predictions: Positives and Pitfalls. It is human nature that people want a simple solution.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

Doug Leather

MARCH 11, 2014

Surely everybody with some understanding of change management principles recognises that transformation requires an amended set of measures and/or the addition of some added measures to ensure focus and accountability? I’m regularly asked what metric should be used to measure customer-centric capability.

Customer Centricity 60

Customer Centricity Measurement Net Promoter Score Effort Score 60

Kayako

FEBRUARY 16, 2017

Customers expect easy and intuitive self-service: An earlier Forrester consumer survey about channel usage for customer service, reported that use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. We didn’t measure if the page translated with your IP address or location.

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Investment firms have the largest generation gap. Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

FEBRUARY 17, 2015

This is the fourth year that we’ve released this study (see 2012 study , 2013 study , and 2014 study ). Of the 15 industries measured in the study, construction has the highest level of engaged employees while transportation and warehousing has the lowest. Download report for $195. increased from 55% last year to 57% this year.

Employee Engagement 120

Employee Engagement Study Report Engagement 120

Optimove

OCTOBER 28, 2024

Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with OptiBot , starting in 2016. Multichannel Execution & Measurement: 4.7/5.0 The vision of AI-led marketing is a hallmark of Optimove.

Marketing 52

Marketing CRM Report ROI 52

Kerry Bodine

MARCH 16, 2018

That was true when we conducted our research in 2012, and it still stands true today. Our deepest fear is that we are powerful beyond measure.”. In Outside In , my co-author and I included over 80 case studies and examples precisely because no single company had put all the necessary pieces together.

Case Study 136

Case Study Conference Hotels Study 136

BlueOcean

MARCH 20, 2017

With this technical transformation, many of the concerns about WAH that clients had in 2012 have been erased. The cloud has completely transformed reliability, security, and transparency in a WAH model. But what about the people concerns?

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Oracle

APRIL 10, 2019

Now, companies like MTailor have technology that measures your body for perfect-for-you fit. In fact, MTailor claims that by using their app, their machine learning algorithm can measure you 20% better than a tailor would be able to, and all in 30 seconds or fewer. Sayonara, shoelaces.

Apparel 92

Apparel Industry Technology Retail 92

ReviewTrackers

APRIL 7, 2021

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. reputational risk is intangible and hard to measure. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012.

Banking 94

Banking Management Social Media How To 94

Optimove

OCTOBER 15, 2024

Irresponsible AI use may involve inadequate measures for data security. Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with  OptiBot , starting in 2016. GDPR, CCPA) can result in severe penalties and damage to a brand’s reputation.

Innovation 52

Innovation Marketing Consumers System 52

Comm100

OCTOBER 30, 2017

A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. Companies often fall foul of measuring employees, but then not providing them with feedback (or giving feedback far too late, when it is no longer relevant or useful). Ignoring Your Team.

Contact Center 142

Contact Center Tips Management Call Center 142

ReviewTrackers

APRIL 2, 2019

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. reputational risk is intangible and hard to measure. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012.

Banking 90

Banking Management Social Media Financial 90

Service Untitled

JULY 2, 2014

The emotional manipulation factor has been all abuzz this past week after the published results of a January 2012 subliminal study by Facebook was revealed in the Proceedings of the National Academy of Sciences. In a week long “social experiment,” the News Feed content was changed.

Customer Service 86

Customer Service Social Media Study Customer Service Representative 86

Beyond Philosophy

MARCH 8, 2017

Back in 2012, we did some research involving over 40 telecoms. Each and every one was a cost-cutting measure. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Telecoms are bad at CX around the globe! The silence was deafening.

Customer Experience 124

Customer Experience Customer Centricity Poor Customer Service Consulting 124

Kayako

JANUARY 5, 2017

Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. Most consumers expect ready access to support or help. They are straightforward, easy-to-use, and powerful.

Omni-Channel 95

Omni-Channel Self Service Trends Loyalty 95

AWS Machine Learning

JULY 23, 2024

At the same time, it’s crucial to make sure these security measures don’t undermine the functionality and analytics critical to business operations. Sensitive data, such as name, account number, and phone number, should be tagged with a high classification level, indicating the need for stringent security measures.

Data 110

Data Policies Groups Chatbots 110

Kerry Bodine

JULY 31, 2018

CX also involves management, things beyond design, to measure the experience and ensure that employees are taking actions and making decisions that support the intended experience. They’re from 2012/2013, but the content is still relevant: From User Experience to Customer Experience. A Deep Dive Into Customer Experience.

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

ijgolding

JANUARY 15, 2016

Since 2012, the Customer Experience Professionals Association (CXPA) has been flying the flag for all those who work in the field of CX. Metrics, Measurement and ROI. The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

Comm100

APRIL 8, 2016

” — Amazon Web Services re:Invent 2012. It’s important to know where you see your business in the future, that way you can set measurable goals and have a solid backup plan in the case that things don’t pan out the way you expected them to. This pertains to all aspects of your business, especially customer service.

Customer Service 124

Customer Service Social Media Call Center Multi-Channel 124

One Millimeter Mindset

JANUARY 7, 2021

My professional mantra since 2012 remains: “Depending on where we sit around the table, we all hear stories differently. These small steps add up over time to measurably change habits, mindset, processes, and outcomes. What you do next is in your hands. You have a choice to make or ignore. Which will it be in 2021?

Leadership 89

Leadership Culture Guidelines Strategy 89

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. This makes it much more difficult to measure the performance of the team. If the outsourced team isn’t measured on customer feedback, this means they won’t be sending feedback to you at all.

Poor Customer Service 120

Poor Customer Service Feedback Metrics eBook 120

Optimove

AUGUST 7, 2024

Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with OptiBot , starting in 2016.

Gamification 69

Gamification Sports Multi-Channel CRM 69

Customer Bliss

AUGUST 9, 2016

She advises the agency’s Chairman and senior staff on strategies, governance practices, performance measurements, and customer data monitoring protocols that help the agency understand and respond to customers. As part of her work over the last four years, Stephanie developed a comprehensive voice of the customer/intermediary program.

Government 0

Government Leadership Customer Experience Effort Score 0

ijgolding

JULY 19, 2016

Since 2012, in all of the direct contact I have made with CEOs, my strike rate – i.e. the number of CEOs who have responded to my contact themselves – is 0 (zero, nil, nada!!). Measuring success differently. You are reading that correctly – not a single CEO has actually responded to my contact themselves. Facilitating true empowerment.

Customer Focused 120

Customer Focused Examples Customer Centricity Airlines 120

AWS Machine Learning

JUNE 15, 2023

The only way to accurately measure the quality of machine translation output is to have an expert review and grade the quality. We used the BLEU (BiLingual Evaluation Understudy) score to benchmark the translation quality between the two methods. However, BLEU provides an estimate of relative quality improvement between two output.

Policies 91

Policies Training Data Examples 91

Lithium

APRIL 15, 2021

In fact, none of our in-the-trenches employees that should have been talking about ROI with our very own Khoros customers during the years 2008-2012 initiated the subject; instead preferring to be reactive and let our customers come to us with ROI questions that we could barely muddle our way through answering. You have a gross yield.

ROI 52

ROI Return on Investment CRM Measurement 52

Maru Group

FEBRUARY 7, 2022

At Maru, we use our unique software platform to measure and analyze how consumers feel, behave, and think to help clients better understand their customers and deliver better outcomes. As early as 2012, fintechs provided a viable alternative to traditional financial institutions for purchases ranging from home appliances to travel packages.

Financial 89

Financial Travel Banking Policies 89

Ann Michaels and Associates

OCTOBER 28, 2018

Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. How to Measure Successful Service. Measurement is foundational to our goal setting and organizational accomplishment.

Handbook 61

Handbook Customer Service Training Training Video 61