eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. We have been a perennial leader in the web customer service MQ. If you are a Gartner client, you can access it on www.Gartner.com. And much, much, more.

CRM 64

CRM Customer Engagement Engagement B2C 64

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Software 143

Software Customer Engagement Engagement Omni-Channel 143

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. Below are a few ways AIM can create higher levels of customer engagement.

Customer Engagement 209

Customer Engagement Engagement Marketing Fashion 209

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. We’ve updated it for 2017. 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).

Trends 171

Trends Customer Experience Wireless Entertainment 171

ShepHyken

JULY 31, 2017

(Toister Solutions) Here are three ways you can engage your customers that cost little to no money and take just a small amount of effort. This time he shares three simple ideas on the hot topic of customer engagement. The post 5 Top Customer Service Articles for the Week of July 31, 2017 appeared first on Shep Hyken.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

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

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. As virtual and physical worlds collide, customer information is becoming more valuable – and increasingly insecure. Introduction. Source: Activate.

Customer Service 122

Customer Service Social Media Chatbots Knowledge Base 122

Kerry Bodine

JANUARY 4, 2017

February 4 – 8, 2017. May 16 – 17, 2017. June 5 – 8, 2017. June 19 – 21, 2017. September 24 – 26, 2017. Chief Customer Officer USA. January 30 – February 1, 2017. January 23 – 26, 2017. Next Generation Customer Experience. March 27 – 29, 2017. April 25 – 26, 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Joe Rawlinson

FEBRUARY 14, 2018

billion global social media users , which equal roughly 37 percent market penetration, the opportunity for businesses to engage and connect with existing and new customers is vast and constantly growing. So what can you do to really use this tool and build your customer engagement? With over 2.8 Know Your Audience.

Social Media 87

Social Media Customer Engagement Engagement Tips 87

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty. . ” – Shep Hyken.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

JULY 24, 2018

For better or worse, each one of these micro-experiences impacts the outcome of that customer relationship. To be really successful on a long-term basis, customer experience needs to be seen as all these things, and more. Where does customer experience begin and end? Harvard Business Review.

Video 277

Video Customer Experience How To Customer Journeys 277

ECXO

JUNE 20, 2023

Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. As Forrester pointed out, focussing on post-sale customer engagement is crucial.

B2B 367

B2B Brands Innovation Government 367

Provide Support

JULY 6, 2017

Customer engagement is the future of e-commerce. Now that global consumers are able to purchase nearly anything they wish on whatever device they want and wherever they happen to be, the eCommerce customer experience has dramatically changed. The best way to do that is through improving customer engagement.

Ecommerce 60

Ecommerce Infographics Customer Engagement Engagement 60

CloudCherry

FEBRUARY 26, 2019

More firms choose to adopt analytics to increase customer acquisition: ‘Increasing customer acquisition and targeting’ is the top driver that encourages organizations to adopt measurement and analytics, with 57% of respondents opting for it. Customer Analytics and its diverse applications.

Analytics 256

Analytics Report Analysis Study 256

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And email use is also on the rise, doubling from year to year!

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

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

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. We’ve updated it for 2017. 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).

Trends 147

Trends Customer Experience Wireless Entertainment 147

eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. We have been a perennial leader in the web customer service MQ. If you are a Gartner client, you can access it on www.Gartner.com. And much, much, more.

CRM 40

CRM Customer Engagement Engagement B2C 40

ShepHyken

MAY 15, 2017

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite. And, who doesn’t want that!

Customer Service 69

Customer Service Airlines eBook Loyalty 69

Esteban Kolsky

JANUARY 26, 2017

The fourth installment of the research agenda for 2017 (and beyond) is the basis for all the others to exist: Platforms and Ecosystems. So far, Customer Service Usage and Adoption (CS). Customer Engagement and Experiences (CEE) (tomorrow). Data Usage in the Enterprise (DU). Artificial Intelligence in the Enterprise (AI).

eBook 60

eBook Case Study Software Study 60

Esteban Kolsky

JANUARY 26, 2017

The fourth installment of the research agenda for 2017 (and beyond) is the basis for all the others to exist: Platforms and Ecosystems. So far, Customer Service Usage and Adoption (CS). Customer Engagement and Experiences (CEE) (tomorrow). Data Usage in the Enterprise (DU). Artificial Intelligence in the Enterprise (AI).

eBook 60

eBook Case Study Software Study 60

Michelli Experience

MAY 1, 2018

Yocale Business cites a 2017 Trinity Mirror/Ipsos study which showed 42% of respondents said they distrusted brands and 69% distrusted brand’s advertising. At the end of 2017, Forbes reported that the #1 animal influencer was Grumpy Cat. Caveats of Social Media Influencers.

Social Media 185

Social Media Customer Experience Advertising Multi-Channel 185

Influitive

FEBRUARY 8, 2017

There’s no denying that the importance of customer marketing is growing. The 2017 State of Customer Marketing Report indicates that over the next year, 93% of organizations expect that their customer marketing efforts will take on greater importance, and 62% will increase their staff or budgets in the customer marketing area.

Marketing 65

Marketing Report Customers Gamification 65

Steve DiGioia

JANUARY 23, 2017

. — Steve DiGioia (@SteveDiGioia) January 11, 2017. Nate Brown (@CustomerIsFirst) January 11, 2017. Steve DiGioia (@SteveDiGioia) January 11, 2017. Zappos (@zappos) January 11, 2017. Now, we have all heard about the great service Zappo’s provides and how they set the standard for engagement with their customers.

Social Media 100

Social Media Engagement Training Customer Engagement 100

Michelli Experience

MARCH 21, 2017

At a recent investors meeting, McDonald’s announced that it will be launching mobile order and mobile pay in the fourth quarter of 2017 in every one of its 14,000 restaurants in the USA. Things are changing however at McDonald’s and those changes will be interesting to watch.

Strategy 203

Strategy Financial Consulting Brands 203

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. 20:20 Customer Experience Summit. When: July 4 to 5, 2017. Interactive Customer Experience (ICX) Summit.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

CloudCherry

MARCH 19, 2019

In their 2017 report “Drive Business Growth with Great Customer Experience” their models demonstrate “revenue potential clearly increases with higher CX Index scores.”. Connecting these numbers to CX improvements is the tough part. Reduce Costs. A stronger CEM program can reduce unnecessary costs for the business. The takeaway?

Financial 218

Financial Metrics Customer Journeys NPS 218

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And email use is also on the rise, doubling from year to year!

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Michelli Experience

NOVEMBER 1, 2017

Adolpho’s Lessons for Employee and Customer Engagement. So as not to postpone the connection between Adolpho Kamisky and the engagement of your team members and customers any further, I was moved by a statement made by Sarah Kamisky concerning the impact of the actions taken by her father and other members of the French resistance.

Customer Experience 173

Customer Experience Hotels Consulting Travel 173

Verint

DECEMBER 8, 2016

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

Loyalty 44

Loyalty Customer Engagement Engagement Interaction 44

Lumoa

JANUARY 11, 2022

is one of the top NPS software used for analyzing customer satisfaction and gaining insight into the customers’ response. It collects the information by analyzing, engaging, measuring, and growing customer engagement. Promotoer.io One of the only barriers is that its price may start steeping.

NPS 243

NPS Software Net Promoter Score Survey 243

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

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. We’ve updated it for 2017. 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).

Trends 100

Trends Customer Experience Wireless Entertainment 100

Comm100

MARCH 4, 2021

Customer satisfaction shone. Overall, live chat customer satisfaction (CSAT) rate increased by 1.3 In 2017 this was as low as 80.6%, so it’s a fantastic achievement, especially given the difficult circumstances caused by the pandemic. Recommending reading: What does omnichannel customer engagement mean? .

Data 146

Data Omni-Channel Effort Score Report 146

Michelli Experience

OCTOBER 17, 2017

As a specific example, John Gainor , the CEO of International Dairy Queen , (a great leader who will be retiring at the end of 2017) demonstrates inordinate levels of approachability, humility, compassion, intellect, and candor.

Interaction 203

Interaction Technology Leadership Consulting 203

Influitive

NOVEMBER 27, 2017

Advocamp 2017 promises to be the best year of the conference yet, with speakers like Sean Ellis, Jonah Berger, and Geoffrey Moore lined up and ready to share strategies for explosive, advocate-fueled growth. Advocamp is the largest customer advocacy, experience, and engagement conference, happening this year in San Francisco, December 6-8th.

Conference 53

Conference Marketing Engagement Strategy 53