Storyminers

JANUARY 26, 2016

At the end of last year, I was invited to share my customer experience predictions for 2016 with MarketForce, a sponsor-funded European Union event production company. The only guideline was to focus on what could/should happen in 2016. With the retail industry fresh on my mind as I prepared for the NRF Big Show, I […].

Retail 100

Retail Analytics Guidelines Customers 100

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.” It is through “otherness” and service that we matter!

Social Media 100

Social Media Government System Consumers 100

Influitive

JANUARY 27, 2017

To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on. (If January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. If you’re curious about previous years,

B2B 91

B2B Marketing Examples Groups 91

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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking Culture 193

Kustomer

OCTOBER 28, 2022

With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications. How Can You Provide Differentiated Customer Service? By ignoring customer service, brands are missing out on market share and revenue. 1) Take a True Omnichannel Approach to Modernize Customer Service.

Customer Engagement 93

Customer Engagement Engagement Omni-Channel Customer Centricity 93

BirdEye

SEPTEMBER 18, 2020

Welcome to the experience economy, where a winning customer engagement strategy sets your business apart from your competition. 77% percent of American consumers say that the customer experience is a critical factor in their purchasing decision, even if they have a strong affinity to a brand or product. Boosting revenue.

Customer Engagement 96

Customer Engagement Engagement Strategy Customer Journeys 96

ProProfs Chat

JULY 27, 2018

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience.

Customer Engagement 93

Customer Engagement Engagement Strategy Marketing 93

OpinionLab

JUNE 24, 2016

By using OpinionLab across your various customer engagement posts, you also build a comprehensive overview of customer journeys to make the break through changes talked about at length in New Orleans. The post The three key learnings from CXFS 2016 appeared first on OpinionLab.

Competitive Advantage 79

Competitive Advantage Conference Financial eBook 79

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 171

Trends Customer Experience Wireless Entertainment 171

Tricia Morris

MARCH 29, 2017

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already.

Customer Engagement 66

Customer Engagement Engagement Survey Customers 66

Alida

OCTOBER 4, 2016

Member and customer engagement was a hot topic at our Customer Intelligence Summit in Chicago this year. Vision Critical (@visioncritical) September 20, 2016. Engagement, not entertainment. VCSummit #mrx #cmgr pic.twitter.com/o5IKRkVOGt. Experiment with new tactics and track how they do.

Engagement 250

Engagement Strategy Entertainment Exercises 250

Michelli Experience

FEBRUARY 14, 2017

Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey. Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015.

Video 235

Video Retail Communication Course 235

Comm100

NOVEMBER 29, 2021

Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Read more – The Best Customer Experience Needs the Best Agent Experience – Expert Commentary. Now, ask yourself… are you surprised that agent turnover is so high?”.

Trends 260

Trends Customer Service Chatbots Omni-Channel 260

Alida

MAY 8, 2018

Its Customer Experience Index report , which measures how well a brand’s CX strengthens the loyalty of its customers, found the CX leadership gap is the result of either stagnant or declining CX improvements between 2016 and 2017 as, generally speaking, CX quality worsened. CMOs still don’t have a single view of the customer.

Report 173

Report Customer Experience Leadership Study 173

Michelli Experience

JANUARY 5, 2016

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Customer Experience 100

Customer Experience Customers Consulting Employee Engagement 100

Michelli Experience

DECEMBER 29, 2015

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Infographics 100

Infographics Consulting Employee Engagement Customer Experience Design 100

Totango

JANUARY 10, 2019

Many companies still use “old school” methods of customer growth and don’t know how to update their customer engagement platforms and practices. And for those who are looking to modernize in order to compete in today’s customer-centered economy, there are a lot of customer engagement platforms to choose from.

Customer Engagement 63

Customer Engagement Engagement Customer relationships CRM 63

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2016 Answer.

Trends 147

Trends Customer Experience Wireless Entertainment 147

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Provide cost-effective 24/7 support to improve customer engagement.

Chatbots 244

Chatbots Industry Customer Service Wait Times 244

Alida

MARCH 10, 2017

In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers. Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. Twitter lost its way and CX suffered,” says Solis.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Michelli Experience

JANUARY 6, 2016

In support of my position, I offer the following: If you want to keep customers in 2016 …. Worry less about your prices and spend more time elevating your customer experience. According to Accenture, customer churn is linked more to bad service moments than to price related issues. Measure and drive employee engagement.

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

Michelli Experience

MARCH 15, 2017

today announced that bottled water surpassed carbonated soft-drinks in 2016 to become the largest beverage category by volume, capping what it described as a “remarkable, decades-long streak of vigorous growth.”…Total The article went on to note: “Industry tracker Beverage Marketing Corp. billion gallons in 2015 to 12.8

Trends 230

Trends Brands Sales Course 230

Comm100

NOVEMBER 29, 2021

Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Read more – The Best Customer Experience Needs the Best Agent Experience – Expert Commentary . The continued rise of chatbots and automation. However, every year, it has come true.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

Vonage

MARCH 26, 2018

After the launch of the hugely popular Pokemon Go in July 2016, which Nintendo partly owns the rights to, the company reached a record market capitalisation of over $32 billion. . To find out more about how your business can reach out to its customers, you can download the free ebook, Making Customer Engagement a Winning Strategy.

eBook 206

eBook Video Training Examples 206

Calabrio

MAY 25, 2016

of customers ages 35-54 still prefer to interact with a company by phone, and think a phone call is the most effective way to resolve an issue, especially if it’s an urgent matter. In a world where customer loyalty is low, companies simply cannot afford to disappoint customers. In fact, 51.7% The post To Bot or Not to Bot?

Chatbots 124

Chatbots Omni-Channel Contact Center Conference 124

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

Innovation 60

Innovation Return on Investment Airlines Study 60

Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Author: Pauline Ashenden Delivering a seamless, high quality customer experience is extremely complex. Orchestrating this changing landscape requires a new approach. Share this page on: Tweet.

Customer Engagement 50

Customer Engagement Engagement Contact Center Retail 50

Customercount

OCTOBER 22, 2018

To Nominate now [link] INDIANAPOLIS, IN January 20, 2016 – CustomerCount? has announced it will sponsor and present an award recognizing outstanding members of the customer engagement profession.

Customer Engagement 45

Customer Engagement Engagement Customers 45

Experience Investigators by 360Connext

FEBRUARY 23, 2015

But James was quick to point out that there are times when the auto industry has made mistakes by listening too much to customers and not anticipating the next trends in technology or elsewhere. To that end, all GM cars will have in-car wifi by the end of 2016.

Innovation 110

Innovation Consumers Social Media Feedback 110

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

Trends 48

Trends Customer Service Contact Center Analysis 48

Kerry Bodine

JANUARY 4, 2017

IPQC’s Executive Customer Contact Exchange. Center for Customer Engagement’s 2017 Summit on Customer Engagement. March 6 – 8, 2016. May 9 – 11, 2017. United Kingdom. IQPC’s CX Exchange Retail. July 4 – 5, 2017. Tech & Service Providers. Redwood Shores, CA. MaritzCX’s CXFusion.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

TechSee

MAY 1, 2018

While more than 90% of utility companies’ overall budget is dedicated to infrastructure and other operating costs, with less than 10% allocated towards customer service, the picture is very different when it comes to AI. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service.

Self Service 132

Self Service Analytics Call Center Report 132

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.

Customer Experience 60

Customer Experience Multi-Channel Competitive Advantage Effort Score 60