Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. It’s once again the time of year for me to publish my CX trends. In my post last year I named 2015 “ The Year of Employee.”

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

C3Centricity

APRIL 17, 2019

Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. Creating shared value has become a strong commitment of many of the leading global players in the consumer goods market. I tend to agree after having recently attended events in both cities.

Marketing 200

Marketing Technology Customer Centricity Conference 200

QuestionPro Audience

FEBRUARY 15, 2018

and they are the fastest growing segment of technology consumers. Whereas millennials consume the trending technology and move on to the next, baby boomers are different. Baby boomers control 70% of disposable income, and smart companies are adapting technology to appeal to them.

Company 186

Company Travel Comparison Social Media 186

Alida

DECEMBER 1, 2016

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. billion in funding. ” .

Customer Experience 193

Customer Experience Financial Banking Culture 193

QuestionPro Audience

JUNE 22, 2018

Pet technology is a category that is growing at a rapid pace, with no signs of slowing down. It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association. Dog owners and cat owners have more in common than they would admit.

Industry 207

Industry Retail Technology Study 207

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. billion PC users.) Well, it’s simple.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Vonage

MARCH 28, 2019

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. In 2016, Bain & Co. consumers want more human interaction when they contact the businesses they deal with.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” If you focus on the negative, your worldview is shaped accordingly.

Social Media 100

Social Media Government System Consumers 100

Experience Investigators by 360Connext

FEBRUARY 23, 2015

I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. To that end, all GM cars will have in-car wifi by the end of 2016. Customers have a new voice in innovation.

Innovation 110

Innovation Consumers Social Media Feedback 110

SuiteCX

JANUARY 21, 2016

Here are some practical tips to help you be more productive in 2016. How to Get a Deeper Understanding of Your Customers for 2016. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? Here are some practical tips to help you be more productive in 2016.

Customer Journeys 100

Customer Journeys Customer Centricity Leadership Social Media 100

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. COVID-19 has speeded the adoption of digital technologies by several years—and that many of these changes could be here for the long haul.”.

Trends 238

Trends Customer Service Chatbots Omni-Channel 238

Lumoa

APRIL 3, 2018

How do you make important or day-to-day consumer decisions in your life? At the same time a NPS survey is simple and short enough for consumers to respond regularly. We agree, that analyzing tens of thousands individual feedback comments might be not only tiring, but resourceful and time-consuming.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

Alida

OCTOBER 26, 2017

As a customer success manager working with some of the most patient-centric organizations today, and as a Gen Y consumer myself, I think the industry’s millennial problem boils down to four key factors: costs, technology, trust and information. Often, the opinions of other consumers hold the same weight as what physicians tell me.

Industry 188

Industry Insurance Study Hospitality 188

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. In 2016, mobile marketing will be a must-have by many businesses. Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. Two: Mobile Loyalty Programs Work.

Technology 100

Technology Company Marketing Loyalty Programs 100

NICE inContact

FEBRUARY 29, 2016

Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers. The contact center is truly the front line in this battle.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. During the presentation at BPW I talked about the fact that technology is seen as the disruptor in business today, but it isn’t. Source: Marco Pacheco Executive Director JP Morgan.

Technology 120

Technology Transportation Customer Centricity Entertainment 120

ijgolding

MARCH 22, 2017

or Consumer companies like Unilever and P&G can be quoted as perfect examples. In fact, for almost every product we use or consume in our daily life, we can find at least one alternative product. Digital has helped organizations through consumers advocating the brands and products across online channels. and Pepsi Co.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

QuestionPro Audience

JANUARY 19, 2018

The list of finalists surprised many, as it included locations that aren’t thought to be technology havens, such as Columbus and Indianapolis, and rejected applications from Detroit, Phoenix, and San Diego. It’s estimated that Amazon’s investments in Seattle from 2010-2016 resulted in an additional $38 billion to the city’s economy.

Study 230

Study Innovation System Meeting 230

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Kayako

APRIL 12, 2022

An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Quick Heal Technologies is a leading provider of internet security tools and anti-virus software, serving millions of users worldwide. After launching in 2016, Coinstop experienced extremely rapid growth.

Case Study 287

Case Study Study Self Service Customer Service 287

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

NICE inContact

AUGUST 25, 2016

Historically, contact center technologies were intended to empower agents, but required managing multiple applications and time-consuming training to master the endless system and customer nuances. The days of technology-driven process design are over. It has never been more important to focus on empowering the frontline.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Here are three key trends to watch: 1.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

CloudCherry

JANUARY 22, 2020

Nonetheless, when a vendor’s technology doesn’t live up to expectations, or when your company has clearly selected the wrong vendor, transitioning to a new VoC may be your best or only option. McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments.

How To 243

How To Social Media Analysis Feedback 243

Alida

MAY 8, 2018

Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.

Report 173

Report Customer Experience Leadership Study 173

Oracle

OCTOBER 2, 2019

While consumers are hungrier than ever for goods and digital services, the level of competition in this space has never been higher, making margins tight. One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. COVID-19 has speeded the adoption of digital technologies by several years—and that many of these changes could be here for the long haul.”.

Trends 176

Trends Customer Service Chatbots Omni-Channel 176

NICE inContact

AUGUST 9, 2017

Technology. While the technology to conduct customer service via text/SMS has been around for a while the rest of the infrastructure wasn’t entirely ready, but now it is. I’m happy to say all of these technology requirements are available, but adoption has been painfully slow.

Customer Service 146

Customer Service Social Media Contact Center Study 146

NICE inContact

AUGUST 18, 2016

violated the Federal Communications Commission’s (FCC’s) Telephone Consumer Protection Act (TCPA). This ruling brings some much-needed common sense to the TPCA/DNC lawsuit frenzy, while further proving how volatile the regulatory environment is for companies that market to consumers. Technology is your friend!

Marketing 122

Marketing Financial Consumers Technology 122

Lumoa

AUGUST 23, 2021

Changes in behaviors As customer expectations continue to rise, CX leaders have needed to make integrated technologies a priority because seemingly the switch is here to stay for the long-term. Casper, a pioneer in this method, created a text-bot for insomniacs in 2016. This doesn’t have to be strictly for support chat either.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Forrester

JUNE 21, 2016

We focused on isolating revenue that could be traced directly to consumer behavior; we also backed out revenue from mergers and acquisitions, revenue from sale of assets, and other windfalls. Read more Categories: CRM; age of the customer; sales; marketing; customer service; CX; customer experience; technology.

Customer Experience 75

Customer Experience Airlines CRM Sales 75

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. Consumers have less faith in brands than ever before. Virtually all industries saw some form of consolidation in 2016. Trust as a business currency.

Trends 0

Trends Social Media Advertising e-support 0

TechSee

MAY 1, 2018

The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. For utilities, that means using data-driven insights to automatically deliver timely and relevant communications that wow consumers and optimize business operations.

Self Service 132

Self Service Analytics Call Center Report 132

Storyminers

JULY 10, 2017

As consumers, we are empowered by increasing control over the retail process. Investing in their people is just as important as buying the latest technology to use in their store. This GUEST CORNER feature is by Richard R Shapiro. Image by Jonathan Kim. The post Is Investing In Customer Experience Really Worth It?

Customer Experience 145

Customer Experience Retail ROI Loyalty 145

Kayako

JANUARY 24, 2018

We predict it’s the technology they choose that will reflect how close they want to get to their customers. Consumers want a messaging experience over live chat. Consumers want a messaging experience over live chat. In 2016 one study found that 75% of companies said their top objective was to improve customer experience.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Beyond Philosophy

MAY 15, 2017

We know that shopping habits are changing, and more consumers are spending money online. The thing to bear in mind here is that while consumers are increasingly focusing on online shopping, their spending hasn’t completely converted to the digital space. Robust Technology – Marketing and technology have converged today.

Omni-Channel 133

Omni-Channel Social Media e-support Retail 133