Experience Matters

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®.

Loyalty 161

Loyalty Analysis Study Consumers 161

Kayako

JANUARY 5, 2017

These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. In multi-channel strategy, a company uses text, web, social, and live chat to interact with their customers. businesses’ existing CRM systems can’t track customers’ social media interaction.” 7POxMH7a7o.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

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

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. Rather than describing what I observed in 2016 specifically, I want to encourage people to think about what they should be doing in 2017.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. This helps make the customer real for teams who may not interact with buyers daily.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. Ensure an Omnichannel Customer Journey Customers are no longer comfortable restricting themselves to a single interaction channel. Invest in Digital Channels Customers are increasingly keen on digital interactions.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Customer Bliss

DECEMBER 28, 2017

It’s one of the most direct ways for a company to see first-hand what their customers go through to interact with them. It's one of the most direct ways for a company to see first-hand what their customers go through to interact with them. What will CX Look Like in 2017? Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

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. at #Slush17 #UX #usability — Jussi Kapanen (@JussiKapanen) 1 December 2017.

Healthcare 256

Healthcare Customer Centricity Innovation Customers 256

NICE inContact

FEBRUARY 28, 2018

Why come to Interactions 2018? Monday, May 14—our largest ever pre-conference day—will feature in-depth, interactive sessions delivered by our expert NICE inContact Education Specialists and Business Consultants. You can still register at the early bird rate now through April 13, 2017. REGISTER NOW! Still hesitating?

Interaction 24

Interaction Conference Consulting Trends 24

ECXO

AUGUST 12, 2024

This discipline is an amalgamation of various elements including user experience (UX) design, user interface (UI) design, interaction design, visual design, and customer experience (CX) design. Maintaining uniformity in typography, color schemes, and interaction patterns enhances the overall user experience.

User Experience 395

User Experience Case Study Financial e-support 395

Experience Matters

JULY 24, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. When we compare NPS to the 2017 Temkin Experience Ratings, UK , we find a very high level of correlation.

Net Promoter Score 120

Net Promoter Score NPS Transportation Insurance 120

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. And I ought to know.

Contact Center 120

Contact Center Connections Conference Case Study 120

Kerry Bodine

JANUARY 23, 2017

If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? How must existing interactions evolve? But I believe that journey management roles will become a mainstay of customer experience teams in 2017. In short, excitement for journey maps has reached fever pitch.

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

InMoment XI

MAY 4, 2022

However, the study’s 2017 findings, titled “ Work Redefined: A New Age ” focused on what companies can do to inspire loyalty: “With so much change, employees are looking for more stability, protection, and a safeguard against disruption. Metlife had similar findings in its 2011 Annual U.S. Give Employees the Time They Need.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

Kerry Bodine

JANUARY 27, 2018

As part of that effort, I recently took a look back at our most popular posts of 2017—and I wanted to share them with you here. If you haven’t defined who is interacting with your organization, you can’t judge whether or not their experience is good or bad. I hope they inspire your work for 2018!

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0

Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. Understanding the Anatomy of an Interaction could be the key.

Net Promoter Score 119

Net Promoter Score NPS Advertising e-support 119

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Dan Wheeler, Vice President of U.S.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Instead of just putting up posters (which, don't get me wrong, still have their place), we can now create personalized communication streams that adapt based on each department's interaction with VoC data.

Voice of Customer 77

Voice of Customer Communication Effort Score NPS 77

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! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Lumoa

OCTOBER 13, 2017

Social interaction and engagement is what makes your brand personal and builds connection to the audience. It's really popular biscuit! :) — Fazer (@FazerSuomi) September 6, 2017 Lesson learned: always acknowledge or respond to the positive feedback. Brands are often missing that “social media” is a social platform.

Social Media 256

Social Media Examples Customer Experience Advertising 256

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Bots of all kind are interacting with customers every day now. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. Customer Experience Teams Grow Up. The Bots Are Here.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

QuestionPro Audience

MARCH 30, 2018

ESPN.com reports an estimated 70 million brackets were filled out in 2017, to a total of $10.4 Additionally, the 2017 NCAA Tournament was the most-watched in 24 years , with an average of 9,325,000 million viewers, up 10% from 2016 (8,513,000). billion in corporate losses in 2017. billion overall in bets. increase from 2016.

Brands 191

Brands Sports Advertising Social Media 191

GetFeedback

JULY 24, 2018

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. Countless customer interactions happen around the clock, and many fly below the radar. Some say customer experience is the perception customers have of a brand based on their interactions.

Video 277

Video Customer Experience How To Customer Journeys 277

Experience Matters

JULY 21, 2017

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. The data represented more than 106,000 interactions across 20 different industries. The answer is yes!

Consumers 227

Consumers Company Connections Interaction 227

Uniphore

NOVEMBER 17, 2021

Uniphore grew 526% during the evaluated period of 2017 to 2020 based on fiscal year revenue growth. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth from 2017 to 2020. This latest recognition comes on the heels of a record-breaking year for Uniphore.

Technology 246

Technology Telecommunications Company Innovation 246

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 In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

QuestionPro Audience

DECEMBER 15, 2017

With social media, celebrities are able to interact with, and influence, their fan base directly. Influencers also provide insight into their personal lives, and interact with their followers. With DVR to fast forward through commercials and ad blockers on the internet, brands needed another way to reach consumers.

Consumers 207

Consumers Social Media Advertising Study 207

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Businesses will continue to take on high-performing bots that get smarter with each interaction, and that can help customers with simple inquiries. And agents can navigate the nuances of human inquiry and interaction better than bots can.

Customer Service 122

Customer Service Social Media Chatbots Knowledge Base 122

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. And your agents overall spend less time on that interaction, too! Finnish engineer Matti Makkonen had first conceived of the idea back in 1984.

Contact Center 168

Contact Center Omni-Channel Interaction Customer Expectations 168

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Customer Experience Customer Experience refers to how customers perceive their interactions with your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

NOVEMBER 20, 2018

We know how hard it can be to monitor daily customer interactions as well as their underlying business impact when you serve customers across so many channels. ” A customer satisfaction (CSAT) score is then calculated based on the response and this sums up the quality of customer interactions across the business.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Do not look at interactions alone.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Report 170

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. Do not look at interactions alone.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Report 170

Customer Bliss

AUGUST 17, 2017

There are dozens of possible answers to these questions, and they’re deeply rooted in psychology — but also in organizational design and interpersonal interactions. I don’t see many successful 2017 companies built on drones. How do companies allow that type of thinking to get through? . You’ll need a good team.

Airlines 191

Airlines Culture Innovation Interaction 191

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. Jeanne Bliss: I think big data, I prefer to think of it as operational listening, behaviorally listening and understanding what is really happening in customers’ lives as they interact with you.

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0