ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. On the 3rd October 2017, the world will once again celebrate CX Day. Click here to find out about my Customer Experience Book!

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

Lumoa

DECEMBER 5, 2017

— Slush (@SlushHQ) 30 November 2017. "Each " @markpinc #slush17 — Nestholma (@nestholma) 30 November 2017. slush17 #UserExperience @veen pic.twitter.com/NBgNhA2Jv5 — Columbia Road (@columbiaroadcom) 1 December 2017. AI comes to Customer Experience - bad or good? Lavas (@lavas) 29 November 2017.

Healthcare 256

Healthcare Customer Centricity Innovation Customers 256

Experience Matters

FEBRUARY 26, 2018

In other words, you can’t be customer-centric unless you have a highly engaged workforce. pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Employee Engagement Benchmark Study, 2017. Make sure to visit our Employee Engagement Page.

Employee Engagement 218

Employee Engagement Infographics Engagement Customer Centricity 218

InMoment XI

OCTOBER 30, 2024

Importance of Customer Experience in Insurance A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction. A positive customer experience fosters trust and satisfaction.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Blake Morgan

JANUARY 14, 2025

Gadi shares why businesses should start small, automate one impactful call flow, and scale from there to unlock efficiency, improve customer experiences, and empower agents. 07:27 | From Script to Spirit: Moving away from rigid scripts and empowering agents to engage with customers using flexible, socially intelligent conversations.

Customer Centricity 52

Customer Centricity Call Flow Strategy Contact Center 52

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

Employee Engagement 133

Employee Engagement Report Engagement Groups 133

Experience Matters

DECEMBER 22, 2016

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that […].

Culture 241

Culture Customer Experience Employee Engagement Customers 241

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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. Ready for 2017 and beyond?

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. Ready for 2017 and beyond?

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Let’s think in customer touchpoints instead.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. What do Kayako’s founders recommend?

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

Employee Engagement 120

Employee Engagement Report Engagement Groups 120

Experience Matters

MARCH 29, 2017

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2016. Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […].

Employee Engagement 120

Employee Engagement Study Report Engagement 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards.

Report 120

Report B2C B2B Groups 120

iPerceptions

APRIL 4, 2017

With Q1 2017 already behind us, there have been plenty of great posts and articles that offer great insights on the online customer experience that are useful to have in your back pocket.

Customer Centricity 66

Customer Centricity Customers Customer Experience 66

iPerceptions

JULY 5, 2017

We’re halfway through 2017 already, and there continues to be a steady flow of great and interesting articles and studies that dive deep into the customer experience. Let’s look at some of the biggest stories and trends about the customer experience that came out this month.

Customer Centricity 63

Customer Centricity Study Trends Customers 63

iPerceptions

MAY 2, 2017

In a world where customers have ever-expanding buying power, the ability to offer a strong, positive customer experience can sometimes be the difference between gaining a customer or losing one to a competitor. There were many great articles written on this topic in April 2017. Here are just some of our favorites:

Customer Centricity 63

Customer Centricity Customers Industry Customer Experience 63

ProProfs Chat

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Horizon CX

APRIL 4, 2019

Bosworth and Holland have also published a more updated version of the concept in a book published in 2010 titled Customer-Centric Selling, Second Edition which is worth checking out as it addresses more of the current trends in the digital sales and business environment. And, customer experience encompasses all of this.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Secondly, the UK are not as customer-centric as U.S Furthermore, I worry that with Brexit, organizations in the UK will take their eye off the Customer Experience ball even more than they have already and customer-centricity there will decline further.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

CX Journey

MARCH 13, 2018

It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

iPerceptions

AUGUST 1, 2017

The Customer Experience continues to be one of the hottest topics in the business world, which continuously brings about a slew of interesting articles and stats that shed light on the importance of offering a great CX. Here are just some of the many articles that caught our eye this month:

Customer Centricity 69

Customer Centricity Customers Customer Experience 69

Kayako

JANUARY 4, 2017

But customer service is just a smaller piece of the whole company. It takes the whole company to be customer-driven and become the customer’s advocate for a great service experience. At least that’s what the trends are pointing to for 2017. Customer experience is the new marketing.”. Customer Experience 3.0:

Customer Experience 171

Customer Experience Customer Centricity Trends Customers 171

ijgolding

MAY 2, 2017

However, the United ‘story’ did not end once they reached a settlement with David Dao – the unfortunate United ‘customer’ who was dragged from the aircraft in April. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. on March 2, 2017.

Airlines 181

Airlines Customer Centricity Policies Travel 181

Comm100

MARCH 8, 2017

From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Totango

AUGUST 23, 2017

Thomas used that data vault to inform the frameworks he shared in his presentation about Building Customer Centric Organizations, and we’ve summarized those frameworks below. Thomas answered four primary questions in his presentation: Why do organizations need to be customer-centric now?

Customer Centricity 66

Customer Centricity Customer Success e-support Conference 66

SuiteCX

FEBRUARY 7, 2017

“Armed with advanced analytics, customer-experience leaders gain rapid insights to build customer loyalty, make employees happier, achieve revenue gains of 5 to 10 percent, and reduce costs by 15 to 25 percent within two or three years. McKinsey CEO Guide to Customer Experience. Here is to a growth oriented 2017!

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

“Armed with advanced analytics, customer-experience leaders gain rapid insights to build customer loyalty, make employees happier, achieve revenue gains of 5 to 10 percent, and reduce costs by 15 to 25 percent within two or three years. McKinsey CEO Guide to Customer Experience. Here is to a growth oriented 2017!

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Experience Matters

APRIL 20, 2017

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception.

Employee Engagement 218

Employee Engagement Employee Experience Engagement Trends 218

ShepHyken

OCTOBER 2, 2017

How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well.

Customer Journeys 84

Customer Journeys Customer Service Chatbots Customer Centricity 84

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

PeopleMetrics

FEBRUARY 6, 2025

When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization.

Leadership 62

Leadership Competitive Advantage Effort Score NPS 62

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

ShepHyken

SEPTEMBER 18, 2017

Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service Along The Way!) by Paul Selby (CustomerThink) I offer some ways to inject customer service across the business and simultaneously raise the bar on customer service. This is how it’s done! Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Hospitality Customer Centricity Competitive Advantage 84