COPC

APRIL 3, 2018

This 76-page report extends trendlines from previous CXMB Series Corporate Edition reports and continues to provide broad channel coverage, while also exploring new topics such as channel consistency, quality programs and customer experience priorities. About the CXMB Series. A joint research project between COPC Inc.

Customer Experience Management 40

Customer Experience Management Customer Experience Management Chatbots 40

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The downside is that this effects growth and profitability.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Report 170

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The downside is that this effects growth and profitability.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Report 170

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 45

Customer Experience Management Customer Experience Management Multi-Channel 45

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Financial 186

Financial Measurement Leadership Resources 186

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. Who can apply? Intrigued? Serina holds a M.S.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. Customer Experience Conferences and Events.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos.

Customer Experience Management 40

Customer Experience Management Analysis Feedback Customer Insights 40

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos.

Customer Experience Management 40

Customer Experience Management Analysis Feedback Customer Insights 40

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 40

Customer Experience Management Customer Experience Management Multi-Channel 40

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. But you have to trust the solution you’re using.

Call Recording 40

Call Recording Social Media Call Center Feedback 40

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. But you have to trust the solution you’re using.

Call Recording 40

Call Recording Social Media Call Center Feedback 40

Customer Alignment

DECEMBER 18, 2017

This was the first time we heard of how experiences, rather than product or service, are a distinct economic offering. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. What did we hear, what did we see? Othello ) So, there was much talk.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. It’s every contact the customer has with your people, your product and the way it is delivered. So let’s start!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

CSM Magazine

MAY 30, 2017

Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience.

Customer Experience 40

Customer Experience Customer Journeys ROI Report 40

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

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.

Financial 218

Financial Metrics Customer Journeys NPS 218

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Financial 150

Financial Measurement Leadership Resources 150

Lumoa

SEPTEMBER 16, 2020

Studies have shown that 70% of consumers say that they support brands that deliver on great customer service (American Express 2017 Customer Service Barometer). Americans will pay 17% more for companies that have reputations for quality customer service (American Express 2017 Customer Service Barometer).

Customer Journeys 195

Customer Journeys Customer Service Poor Customer Service Loyalty 195

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

Clarabridge

FEBRUARY 21, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. Who can apply? Intrigued? Serina holds a M.S.

Customer Experience 40

Customer Experience Hotels Airlines Social Media 40

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Financial 150

Financial Measurement Leadership Resources 150

Clarabridge

JULY 20, 2017

Show us how you’re delivering state-of-the-art customer experiences! We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. Winners will be publicly celebrated at the Clarabridge C3 event on 10 and 11 October 2017 in London.

Customer Experience 40

Customer Experience Multi-Channel Hotels Social Media 40

COPC

JULY 21, 2017

The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. Online shoppers are nearly 25% more likely than in-person shoppers to recommend purchases to friends and family based on their shopping experience.

Report 40

Report Consumers Customer Experience Management Groups 40

BirdEye

MARCH 27, 2025

Poor crisis management examples While some companies excel in crisis management, others fall short, and the results can be disastrous. Uber (sexual harassment scandal) Ubers internal culture came under fire in 2017 after multiple allegations of sexual harassment and a toxic workplace environment.

Examples 52

Examples Brands Management Airlines 52

COPC

FEBRUARY 8, 2018

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston , hosted by Execs In The Know. In addition to the report’s release, COPC Inc. For this, both COPC Inc.

Report 40

Report Consumers Customer Experience Management Brands 40

ShepHyken

JULY 16, 2018

My favorite of the seven lessons is number three, which is to recognize that no matter how often we do what we do, it might be the customer’s first time. A Comprehensive Career Guide For Aspiring Customer Experience Manager s by Shruti Sarkar . A Better Customer Experience In The Future?

Customer Service 16

Customer Service Travel Customer Experience Management Retail 16

Experience Investigators by 360Connext

JANUARY 23, 2024

A joint study by McKinsey and NielsenIQ found that customers care about sustainability – and they’re willing to pay more for sustainable goods. Be a Mind Reader (Sort of) Proactive is the New Cool : Customer experience management is still relegated to reactive customer service in too many organizations, in my opinion.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service. Come back to our blog tomorrow for a recap of Day 2 at C3!

Omni-Channel 40

Omni-Channel CEM Insurance Touchpoint 40

Truthlab

SEPTEMBER 19, 2017

The post Press Release: Truthlab Unveils CXM Solutions for B2B Companies appeared first on truthlab.

B2B 63

B2B Company Customer Experience Management Customer relationships 63

Beyond Philosophy

MARCH 13, 2017

In our Customer Experience Management Training , we use stories of truly horrendous customer experiences to get them laughing while also absorbing a key concept. Join our Value-ology webinar on 30th March 2017 to learn how to create and deliver best value for your customers.

Study 125

Study Meeting Training Customer Experience 125

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

Analytics 46

Analytics Data Competitive Advantage Social Media 46

ImprintCX Articles

JANUARY 7, 2025

A 2017 Industrial and Organizational Psychology study found that intrinsic motivation surpasses extrinsic motivation in driving employee engagement. Extrinsic Motivation Recent research highlights the distinct roles intrinsic and extrinsic motivators play in employee engagement. While extrinsic factors (e.g.,

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40