Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. Journey Measurement. What is the “right” level?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

CloudCherry

DECEMBER 1, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? Raju Nair – MD & Regional Head Customer Journey Experience – DBS Bank. Aylwin Tan – Chief Customer Solutions Officer – Ascendas-Singbridge.

CEM 150

CEM ROI Metrics Call Center 150

Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. CX Leaders Webinar: The Road to Customer Excellence. You have a CX Journey Map, NOW WHAT?

Customer Journeys 65

Customer Journeys Video Case Study Study 65

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. Journey Measurement. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. Journey Measurement. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

GetFeedback

AUGUST 14, 2019

In 2018, car brands Lexus and Volvo tied as the number one luxury brand in the American Customer Satisfaction Index Automobile Report with a score of 85. Because a question is asked immediately after a customer has an interaction with your business, it’s easy to pinpoint how well that interaction is performing. .

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

SurveySparrow

SEPTEMBER 23, 2020

Enhancing employee experience can foster job satisfaction, improve employee engagement, makes the employee journey smooth, boost employee retention, and productivity in every industry. Here, we’ll explain what exactly an employee journey map is and how you can leverage its advantages. What is an Employee Journey?

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

BlueOcean

JANUARY 9, 2018

Here’s why: out of all available contact center tools, AI and chatbots are expected to gain the 3 rd highest ROI, after website capabilities and mobile applications. Check out our latest case study about our custom integration between a client’s IVR system and cloud-based ticketing system. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

Trends 173

Trends Customer Experience Self Service ROI 173

CloudCherry

DECEMBER 1, 2018

Even if a customer says they are satisfied after a customer support interaction, they still might not repurchase, or use your product a little less. This is why integrations are so critical to understanding the customer journey and predicting future actions. Surveys alone can’t capture that.

CEM 186

CEM CRM ROI Survey 186

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. Social Media. Jaime Bailey is the Vice President of Marketing at VHT.

Contact Center 82

Contact Center Customer Journeys Feedback Tools 82

AskNicely

SEPTEMBER 25, 2018

While it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program. Lower customer churn and higher revenue growth.

Net Promoter Score 150

Net Promoter Score Customer Success NPS Culture 150

GetFeedback

SEPTEMBER 20, 2019

CSAT is used to measure the customer satisfaction of a specific interaction or event. It’s a short-term satisfaction metric for customer experience. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. You’ll get custom recommendations based on your score. Get Calculator.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

CloudCherry

FEBRUARY 3, 2019

Marketers, are more responsible for customer data than ever before. In 2018 Sirius Decisions ran a study that showed 54% of companies say their biggest challenge to data-driven marketing success is the lack of data quality and completeness. In 2018 85% of B2B marketers were not using their Marketing Automation to its full potential.

NPS 150

NPS Survey Marketing ROI 150

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Consider that a typical customer now owns three personal mobile devices , each with anywhere from 10 to 20 downloaded apps. They gain a rich visualization of their customer journey enterprise-wide.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

CloudCherry

NOVEMBER 13, 2018

Even if a customer says they are satisfied after a customer support interaction, they still might not repurchase, or use your product a little less. This is why integrations are so critical to understanding the customer journey and predicting future actions. Surveys alone can’t capture that.

CEM 170

CEM CRM ROI Survey 170

Vonage

MARCH 26, 2018

This will probably remain true for some time since few organisations have yet achieved a DNA level of customer experience behaviour, even though expectations and competency are rising by the day. Much of that improvement has focussed on the fundamentals - transforming internally prioritised processes into low effort customer journeys.

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

Comm100

JUNE 25, 2019

AI-powered chatbots are so 2018. No doubt there has been a lot of talk about how AI can be used to help improve customer-facing interactions – but there’s more to AI than meets the eye. Support agents are the de facto front-line of any company’s customer experience (CX). This year, it’s all about agent-facing AI.

Contact Center 171

Contact Center Chatbots Knowledge Base Resources 171

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Experience Investigators by 360Connext

JANUARY 7, 2020

For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.” ” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? Showcase her as an example and reward her for what she’s doing.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

Oracle

JANUARY 16, 2018

With every new year comes new customer experience trends and innovations. On the horizon for 2018 is an increase in customer advisory boards, new job titles, and the next frontier of customer experience-related innovation management. These connections will become much stronger in 2018 out of necessity.

Trends 52

Trends Customer Experience Net Promoter Score Innovation 52

ECXO

JULY 8, 2024

This approach is challenging because decisions made using enterprise technology may require clarifying for customers and users how each interaction and process can impact their finances, existing customer relationships, partnerships, and ultimately, retention, ROI, loyalty, and growth. billion in 2015 to €5.3

e-support 156

e-support Case Study Financial Banking 156

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

TechSee

JULY 24, 2018

This approach enables the enterprise to engage him in a personal way, ensuring that his needs are met at every stage of the customer journey. According to the Harvard Business Review , personalization can deliver five to eight times the ROI on marketing spend and can lift sales by 10% or more. Joan is a amatuer climber.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Optimove

DECEMBER 3, 2018

Calculating your marketing campaigns ROI is a challenging task. Within one marketing calendar, manage all the pre-scheduled and activity-triggered campaigns that will thrill your customers throughout their unique customer journey, mitigate bad experiences, and create strong brand loyalty. A Single Unified Interface.

Measurement 75

Measurement Multi-Channel ROI Customer Centricity 75

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Published on: May 30, 2018. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Whether engaging the newest technologies or relying on live agent support, one thing is for sure: Contact Centers can help you increase ROI during the holidays, and have happier customers. . . .

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. Companies today face two key imperatives – meeting growing customer expectations and ensuring they operate efficiently and effectively.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Comm100

FEBRUARY 5, 2018

Social media software also helps companies track how customers are engaging with their brand, which yields the following insights: Follower growth. How different campaigns are performing with customers (the ROI of paid vs unpaid campaigns). Mobile marketing (sending in-app messages and push notifications to customers).

Social Media 171

Social Media CRM Self Service Software 171

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Published on: November 07, 2018. How can brands transform this and get real business value from the Voice of the Customer? Share this page on: Tweet.

Customer Insights 66

Customer Insights Social Media ROI Consumers 66

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. Author: Pauline Ashenden Providing access to knowledge is at the heart of creating an excellent customer experience. Given the importance of knowledge, are UK brands delivering?

Self Service 55

Self Service Customer Experience Social Media Chatbots 55

John Paul

JULY 26, 2018

Look-alike technology is being used to predict what customers will like based on requests completed by similar profiles, which helps proactively assist brand new customers in a way that simulates a long history of dedicated 1:1 service. Connected Devices & Smart-Home Assistants.

Technology 45

Technology Hospitality Hotels Loyalty 45

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Whether engaging the newest technologies or relying on live agent support, one thing is for sure: Contact Centers can help you increase ROI during the holidays, and have happier customers. . . .

Call Center 49

Call Center Management Contact Center Customer Journeys 49