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 Customer Journeys Social Media 100

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 100

Contact Center Report Banking eBook 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

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016.

Omni-Channel 80

Omni-Channel ROI Culture Employee Engagement 80

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Experience Matters

JANUARY 7, 2016

As we start moving ahead in 2016, The Year of Emotion , I wanted to look back at last year’s theme. In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” ” To help accelerate the focus, we created our Engage Employees campaign. Flexibility.

Employee Engagement 120

Employee Engagement eBook B2B Video 120

CX University

JULY 31, 2018

Increasing employee satisfaction leads to happier customers, and creating happier customers increases job satisfaction in customer-facing employees (Zablah, Carlson, Donavan, Maxham, and Brown, 2016). In 2016, closed $96 billion in mortgages (DNA of Engagement, 2018). #14 But it is well worth the effort.

Employee Engagement 65

Employee Engagement Customer Satisfaction Engagement Culture 65

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Hopefully you recognize that emotion […].

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

Michelli Experience

FEBRUARY 14, 2017

Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015. 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.

Video 235

Video Retail Communication Course 235

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”). June 5, 2018.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Michelli Experience

JANUARY 6, 2016

In support of my position, I offer the following: If you want to keep customers in 2016 …. If you want customers to tell their family and friends about you in 2016 …. If you want to save money marketing to new customers in 2016 …. If you want a competitive advantage driving customer engagement in 2016 ….

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

ijgolding

OCTOBER 3, 2016

Customer focused measures are built into performance objectives and bonus schemes, whilst communication, employee engagement and learning & development activity keeps an army of Customer Experience ‘people’ busy. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Michel Falcon Experience

AUGUST 17, 2016

Doing so will, more often than not, increase employee engagement. The Workplace Research Foundation says that highly engaged employees are 38% more likely to have above-average productivity. Along with statistics, it’s interesting to read what proven business leaders have to say about employee engagement.

Employee Engagement 127

Employee Engagement Case Study Engagement Tips 127

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! I originally wrote today's post for Clicktools.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

Provide Support

JULY 5, 2016

Disengaged employees break it. Are your employees passionate about their jobs and committed to contribute to your company’s goals? If not, you may be facing an employee engagement gap that can have a negative effect on productivity, retention, customer service levels and customer experience. Read more.

Employee Engagement 48

Employee Engagement Infographics Engagement Study 48

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

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

Customer Experience 56

Customer Experience ROI Trends CRM 56

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. Employee engagement is critical to your organization’s hiring efforts. Hiring people is one thing.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Describe your employee engagement strategies and measurement processes.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Alida

OCTOBER 4, 2016

Vision Critical (@visioncritical) September 20, 2016. Engagement, not entertainment. Gartshore ended her presentation by reminding customer intelligence pros that while it’s important to keep activities fun and engaging for members, your insight community should ultimately drive business results.

Engagement 250

Engagement Strategy Entertainment Exercises 250

ijgolding

SEPTEMBER 30, 2014

At this rate, Neil will need to hire Wembley Stadium to host the awards by 2016! UK Customer Experience Award for Employee Engagement – Taking the Lead. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever. The awards are evolving at the same rate as the world around us.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

OpinionLab

JULY 15, 2016

Just as effectiveness, ease and emotion are key elements of a positive customer experience; mastery, autonomy and purpose are key elements of a positive employee experience. I’ve long been a proponent of employee empowerment and purpose-driven employee engagement.

Handbook 60

Handbook Conference Customer Centricity Culture 60

Beyond Philosophy

NOVEMBER 7, 2016

Employee Engagement: Your employees are people, and likely support the same team or local causes. It’s fun for employees to have a promotion that makes Customers happy. It also feels good to have a higher purpose and do good for others.

Sports 167

Sports Effort Score Rewards Programs Transportation 167

Think Customers

DECEMBER 8, 2015

As we race towards 2016 and the U.S. labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. percent or less next year.

Employee Engagement 40

Employee Engagement Engagement Comparison Employee Experience 40

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. Onboarded all employees. Baro opened on December 7th, 2016.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Experience Investigators by 360Connext

FEBRUARY 23, 2015

To that end, all GM cars will have in-car wifi by the end of 2016. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Innovation 110

Innovation Consumers Social Media Feedback 110

Michelli Experience

JULY 25, 2017

In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Alida

JUNE 29, 2016

We’ll be announcing more exciting additions to our software at the 2016 Customer Intelligence Summit. These visualization additions to Sparq, together with the recently released Stories feature , will help you analyze your data more effectively and increase the impact of customer intelligence in your company.

Communication 140

Communication Data Innovation Analysis 140

Beyond Philosophy

AUGUST 9, 2017

The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016. Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. Iq Food Co. does not take cash.

Banking 0

Banking Retail Insurance Loyalty 0

Beyond Philosophy

AUGUST 2, 2017

Millennials are also the least engaged generation at work. Gallup reported in 2016 that only 29% of the Millennials said they were engaged at their jobs, meaning the remaining 71% said they aren’t. Space is limited, so please click here to learn more and register today.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120