Ecrion

NOVEMBER 19, 2019

There are over 7000 Customer Engagement Manager jobs in the US alone posted on LinkedIn at the time of this writing and that should come as no surprise: customer engagement is a really hot topic these days! Take the first steps by learning the what, why and how of the job: What does a Customer Engagement Manager do?

Customer Engagement 40

Customer Engagement Engagement Management Measurement 40

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

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

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. Improve the customer journey.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

ReviewTrackers

JUNE 29, 2017

In today’s consumer culture, the creation of a great customer experience — and the ability to continue redesigning the experience — gives companies the opportunity to solve problems, improve customer engagement, and build stronger relationships with customers. What is the objective of customer experience design?

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Self Service Social Media Innovation 72

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. Customers want the ability to switch between channels during their journey. Look at who your most profitable customers are, and aim to meet their needs.

Customer Centricity 48

Customer Centricity Touchpoint Customer Experience Management Innovation 48

Eptica

JANUARY 25, 2017

Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. compared to January 2016, marking the fourth straight improvement in results. to 9% of all interactions. out of 100 (up 0.5

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. Author: Pauline Ashenden Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. This has a major impact on every interaction we have with the people around us. However, they don’t include the emotional impact of an interaction.

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 48

ClearAction

OCTOBER 16, 2019

A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. Marketing’s preoccupation with the first stages of the customer journey means weak attention to post-purchase stages. 3rd Key to Retention-Rich Marketing: Nimbleness.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. New research from the Institute of Customer Service (ICS) therefore provides some vital insight.

Consumers 48

Consumers Brands Social Media Contact Center 48

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. Author: Steve Nattress There are multiple factors that feed into the customer experience. Essentially, does your brand make them feel good when you are interacting with them?

Loyalty 48

Loyalty Insurance Effort Score Contact Center 48

Michelli Experience

NOVEMBER 14, 2017

To bring this around to a discussion of branded customer experiences, I’ve been fortunate to work with many senior leaders at large companies like International Dairy Queen and smaller brands like Garbanzo Mediterranean Fresh – as they’ve looked for ways to capture “signature moments” during the customer journey.

Brands 113

Brands Hotels Leadership Guest Experience 113

Customer Guru

OCTOBER 9, 2018

Nothing is more annoying for a customer than to wait for a website page to load. Make it interactive. The use of interactive media to engage the audience with high-quality content is the need of the hour for businesses. In 2016, mobile web browsing overtook the traditional desktop web browsing for the first time.

Customer Experience 119

Customer Experience Social Media How To Customers 119

Customer Interactions

AUGUST 3, 2016

According to a recent report from MyCustomer, “The 10 Marketing Priorities of Customer-Centric Brands: Insight Report 2016,” multichannel customer engagement—customer journeys that span mobile, voice call, web-based, in-person and other interactions—is no longer the exception, but a “new normal” for today’s customer experience.

Customer Experience 28

Customer Experience Customer Centricity Customer Journeys Report 28

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. Consumers will expect that technological innovation is backed up by integrated customer service that spans multiple channels. Share this page on: Tweet. Share this page on: Tweet.

Insurance 48

Insurance Customer Experience Policies CRM 48

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. Share this page on: Tweet.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Chattermill

SEPTEMBER 11, 2019

The ultimate example of a company disrupting an industry with customer experience? Netflix, in 2016, represented 35% of all internet traffic in North America, boasting around 75 million subscribers worldwide. They fully buy into the view that the customer’s experience begins as soon as they come into contact with your brand.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

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

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them. Share this page on: Tweet.

Mobile Customer Service 48

Mobile Customer Service Customer Service Social Media Consumers 48

Clicktools

MAY 24, 2017

Let’s take a deep dive into why community engagement is gaining momentum as a driving force behind great CX (and what it looks like for today’s organizations). Customer Experience versus Customer Engagement versus Community Engagement. Customer engagement. Community engagement.

Engagement 45

Engagement Customer Experience Self Service Social Media 45

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. The result?

Sales 48

Sales e-support Contact Center Abandon Rate 48

Eptica

AUGUST 4, 2016

Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Published on: August 05, 2016. Author: Gokcen Onur Chat is amongst the fastest growing channels for customer service. This is because it delivers major benefits to both consumers and companies. Share this page on: Tweet.

Customer Service 48

Customer Service Knowledge Base Software Consumers 48

ClearAction

NOVEMBER 27, 2018

First Layer: All Customer Touch-Points. Communications is only one touch-point of many that marketing has with customers. Channel partners, alliance partners, market research, events, customer engagement and loyalty marketing are other touch-points with customers that certainly should be customer-centric.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Customers 74

John Paul

OCTOBER 22, 2018

Experts in the sector work daily to optimize the customer journey through self-service, artificial intelligence (including Machine Learning), and predictive technology. We enable our clients across the banking, luxury, automotive, travel, tech, and hospitality industries to create an enduring bond with every customer and employee.

Self Service 40

Self Service Automotive Transportation Travel 40

Customer Alignment

APRIL 20, 2017

Josh was a nice guy - honest, open and direct - and to be fair the fault was not his but something that had gone wrong far earlier in the customer journey. Interestingly though, what ensued between us was an exchange of war stories on broken promises, ignorance around customer needs and a complete lack of listening.

Multi-Channel 40

Multi-Channel Customer Centricity Culture Employee Experience 40

Avaya

JULY 27, 2017

In fact, most financial executives agree that AI will become the “primary” channel through which FSPs and customers interact within the next three years. Consider Capital One: last year, the brand became the world’s first financial services company to launch customer account access on Amazon’s Alexa platform.

Financial 50

Financial Customer Experience Multi-Channel Banking 50

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 69

Customer Engagement Engagement Strategy Customer Journeys 69

CSM Practice

JULY 6, 2020

To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene. Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. 3. Changing Customer Priorities. 1. Fewer New Prospects. 2. Reduced Costs.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene. Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. 3. Changing Customer Priorities. 1. Fewer New Prospects. 2. Reduced Costs.

Company 71

Company Strategy Tips Customer Success 71

Avaya

NOVEMBER 8, 2017

In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. Multichannel is vital for interacting within a range of industries, especially banking. In fact, over 60% of global banking customers say it’s important to them.

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Short-term rewards: uptick once or for one period — engagement value exceeded underlying value. What is customer engagement?

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48