Experience Investigators by 360Connext

OCTOBER 31, 2014

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e-support 197

e-support Social Media Consulting Customer Centricity 197

Experience Matters

DECEMBER 22, 2014

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. I’m not surprised that Hall was named as the “Best Boss” in sports in 2013 by TeamWork Online. Needless to say, I really enjoyed the conversation.

Culture 313

Culture Sports Employee Engagement Leadership 313

C3Centricity

NOVEMBER 5, 2018

Human Truths or Needs are used the world over and form the basis of many very successful roll-out communication strategies. As communication experts, PhaseOne knows what it takes to succeed in engaging customers across the globe. (They really do know their consumers better than any other brand builder today!).

Brands 291

Brands How To Trends Consumers 291

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Much of what makes for exceptional experiences is simple, clear, and transparent communication. With many SaaS products, the end-user is not the client, and their experience must be factored into the customer success equation. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Comm100

FEBRUARY 19, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. When communicating digitally, often it can lack a human touch, which creates a sterile transaction and lack of emotional connection. Customers have more power than ever to get their voice heard and listened to.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Vonage

JANUARY 3, 2017

When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. billion less than in 2013. This figure has actually increased since our original study in 2013 by 2%, showing that more and more consumers are seeing the benefits of turning to social media.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.”

Leadership 0

Leadership Customer Experience Report Innovation 0

C3Centricity

APRIL 17, 2018

Information is being gathered about us and our actions which can then be used to follow our behaviours, advertise to us or even communicate directly with us. Data driven marketing and communications will need to carefully balance the support they provide to customers, with respect for their desire for privacy at certain times.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

C3Centricity

JANUARY 18, 2020

You need to manage the corporate brand just like your other brands, especially if it appears prominently on packaging and your other communications’ materials. Even if it’s from December 2013, not much has changed and it still makes a great read; highly recommended.

Brands 320

Brands Retail Consumers Innovation 320

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out customers like.

Contact Center 37

Contact Center Net Promoter Score Consumers Study 37

Comm100

SEPTEMBER 28, 2021

That included tips on how to engage with leadership, collect feedback from your organization, and communicate change. With only phone and email support offered, CBS was missing potential donors that prefer the convenience of digital communications. Tangerine – Managing a Surge in Chat Volumes with AI Chatbot .

Customer Service 246

Customer Service Chatbots Banking B2C 246

CSM Magazine

NOVEMBER 18, 2024

Rapid Deployment : Enables brands to quickly implement AI-powered communications without compromising security. CommBox’s security-by-design approach helps mitigate compliance risks and helps prevents security breaches, featuring: Compliance Adherence : Fully compliant with SOC2, ISO, PCI and GDPR regulations.

Customer Experience 52

Customer Experience Healthcare Omni-Channel Chatbots 52

C3Centricity

AUGUST 4, 2020

This article is an updated version of one that was first posted on C3Centricity in February 2013. Contact us here and check out our website for more information on our services: [link].

Customer Service 271

Customer Service Social Media Customer Service Representative Self Service 271

CX Journey

SEPTEMBER 19, 2014

Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. Source: The New Yorker 66% of consumers switched companies in at least one of ten industries due to poor service in the past year. Actually, the better phrase, their phrase, is "obsessed over customers."

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

kommunicate

FEBRUARY 13, 2021

offer a live chat service since 2013 focussed on creating an ecosystem of customer communication. In this article, we’ll look at Tawk.to and Kommunicate to understand how these tools can build better relationships with your audiences by offering 24/7 customer service and serving up the right message at the right time. On the other [.].

Communication 97

Communication Tools Customer Service Customers 97

CX University

JANUARY 10, 2025

They bring convenience, enhance communication, and personalize care, promising a higher quality of service. From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. However, after 2013, the momentum slowed. percentage points.

Healthcare 40

Healthcare Technology Self Service Hospitality 40

Customer Bliss

MAY 10, 2019

In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience. Scott Allison is a Scottish national who’s been living with his family in the US since 2013.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

Customer Bliss

APRIL 19, 2019

Analytics: helping markets to structure their calendar, understanding their segments better, knowing what type of communications works and doesn’t work, and help with media optimizations. Additionally, they’re working on limiting preservatives, looking into sustainable sourcing, and environmental sustainability.

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

AWS Machine Learning

FEBRUARY 5, 2025

Developed by Todd Gamblin at the Lawrence Livermore National Laboratory in 2013, Spack addresses the limitations of traditional package managers in high-performance computing (HPC) environments. Slack Slack is a popular collaboration service that has become an integral part of many organizations communication forums.

Multi-Channel 69

Multi-Channel Analytics Data Travel 69

AskNicely

JUNE 18, 2015

Open up the floodgates of communication! Live chat was the revolution of 2010; customer support platforms rose in popularity in 2013, and we’re due for a new customer service revolution. Customer service shouldn’t just be something a business should have, it should be the center of your business. Our favorites?

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

NICE inContact

SEPTEMBER 30, 2019

Companies that offer a remote work program report 63% less unscheduled absences ( PGI, 2013 ). Customizable agent profiles and gamification can help create a virtual community among remote contact center agents. Agents can communicate through messaging and chat modules, so they are always connected to each other and their supervisors.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Daniel Group

APRIL 23, 2021

We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! On the flipside, if “Communication” is mentioned that something that needs improve, your score may take a 40 point dip. Effective Communication is Hard—Let’s Simplify.

Feedback 124

Feedback Net Promoter Score B2C eBook 124

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. The largest jump from last year is employee communications and engagement. Download report for $195. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

C3Centricity

JULY 16, 2018

It is a further medium for communications and also for showcasing your value and USP (unique selling point). In addition, the earlier you start testing within the communications development process, the less money you will waste on multiple advertising concepts. What do they think of your packaging? Click to see full conversation.

Social Media 218

Social Media Advertising Brands Course 218

Kerry Bodine

AUGUST 4, 2016

On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly.

Airlines 120

Airlines Course Communication Customer Service 120

Kerry Bodine

JULY 31, 2018

I initially published my thoughts on the relationship between these disciplines back in 2013 when I worked at Forrester—and watched with amusement as people debated my Venn diagrams for years to come. They’re from 2012/2013, but the content is still relevant: From User Experience to Customer Experience. Isn’t UX a superset of CX?

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

NICE inContact

AUGUST 4, 2016

Do your agents feel like they are “stranded”, all on their own, relying on the proverbial “message in a bottle” to communicate with anyone outside of the contact center? Today, many enterprises – large or small – are standardizing on a unified communications tool that is rolled out to all their employees. Interested?

Contact Center 122

Contact Center Tools System Communication 122

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out customers like.

Contact Center 136

Contact Center Net Promoter Score Consumers Study 136

Vonage

SEPTEMBER 3, 2015

Marc Benioff is a tech geek, a communications expert, an inspirational speaker and a philanthropist. Arguably, the real secret to his success is his ability to communicate. Image credit: TechCrunch (Marc Benioff speaking at TechCrunch Disrupt, 2013). Anyone who’s been to Dreamforce will know exactly what I mean.

Customer Service 120

Customer Service Social Media Hotels Conference 120

Beyond Philosophy

SEPTEMBER 11, 2014

They communicate well. Customer Experience Trends 2013: Amazon Claims Top Position Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. That is to say, Amazon has it—and Bank of America doesn’t. The Top 10 Companies As you can see, Amazon sits at the top.

Banking 138

Banking Culture Employee Engagement CEM 138

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He In days 30-60, Brian focused extensively on communications. We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. About Brian.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Experience Matters

OCTOBER 13, 2015

See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Other firms to earn NPS of -5 or below are Commonwealth Edison , Pacific Gas and Electric , Charter Communications (TV service and Internet service), Comcast Internet service, RadioShack , Time Warner Cable Internet service, Cablevision Optimum , and Coventry Health Care.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

C3Centricity

MAY 1, 2021

Actionable : The groups must be easy to identify, in order to be able to target your actions and communications to them. This post is regularly updated from the original version first published on C3Centricity in 2013. Contact us here or check out our training offers here. .

How To 244

How To Groups Customer Centricity Analysis 244

TechSee

JANUARY 24, 2019

With live video chat support, face-to-face communication is established between agent and customer. More efficient than auditory communication, visually highlighting the desired action will enable the customer to comprehend and execute the instructions faster and more satisfactorily. Live video chat support.

Video 141

Video Contact Center Call Flow Financial 141

Vonage

OCTOBER 2, 2017

The Economist published a report sponsored by Salesforce on the customer-led economy in 2013, but four years on this phenomenon is only growing. Customer experience is now a key differentiator, so excellent customer communication, through both service and marketing, is essential. How can businesses adapt to consumer needs?

Social Media 120

Social Media Multi-Channel Consumers Connections 120

CSM Magazine

OCTOBER 23, 2024

“Overall, we have noticed a vast improvement in the way we communicate with our clients. ” About BigChange: Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world.

System 52

System Management CRM Customer Relationship Management 52

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. Since most people are usually in a hurry, live chat is preferred to other forms of communication. Better customer service – It’s no secret that customers love live chat.

Ecommerce 159

Ecommerce Chatbots How To Feedback 159