Experience Investigators by 360Connext

NOVEMBER 16, 2018

What will happen in 2019? CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective. Which trends will matter?

Customer Journeys 236

Customer Journeys Contact Center Wait Times Trends 236

GetFeedback

NOVEMBER 23, 2019

On Tuesday, November 19, 2019, the Chairman and Co-CEO of Salesforce, Marc Benioff, kicked off his opening keynote at Dreamforce with the concept of togetherness. The post CX Takeaways From Dreamforce 2019 appeared first on GetFeedback Blog. Check out our new guide on how to run a successful CX program with Salesforce.

Conference 48

Conference Case Study Fashion Customer Expectations 48

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . Our list of the top CX articles of 2019 covers all these topics and more. . March 26, 2019 | David Nour | Inc. Article No. In the Inc.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! May 2019 be the year of authentic culture for all of us! From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Old school, cheesy, but totally on-point.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

GetFeedback

NOVEMBER 23, 2019

The three key CX takeaways from Dreamforce 2019: Artificial intelligence (AI), personalized experience, and voice technology.

Technology 195

Technology 195

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now.

Customer Experience 207

Customer Experience Company Customers 207

Alida

JANUARY 7, 2019

With one successful IPO, one mega acquisition and accelerating consolidation, 2019 will see the Data Management Platforms (DMPs) take over as the sources of truth in the enterprise. We wish you all great success in seizing this opportunity in 2019. In 2018, Experience Management (XM) arrived. It’s already happening, of course.

Customer Experience 212

Customer Experience Customer Centricity Competitive Advantage Innovation 212

Vonage

JANUARY 30, 2019

The tenth was simply an acknowledgement that some teams will have such a full agenda of their own making that none of the ones mentioned here, make it onto their 2019 action plan. You can hear more from Martin on his predictions for 2019 by watching our webinar on-demand here.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

BlueOcean

JANUARY 22, 2019

Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge. Netflix knows that you love British legal dramas starring a strong female lead – and in 2019, that’s okay and not at all creepy. No matter which way you cut it – 2019 will be a year of change. Related Articles.

Consumers 204

Consumers Trends Customer Experience Strategy 204

CloudCherry

AUGUST 26, 2019

Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019. A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. The post A CX Snapshot: 2019 Insights from B2B Organizations appeared first on CloudCherry.

B2B 199

B2B Conference Metrics B2C 199

Lumoa

JANUARY 30, 2019

We asked 15 CX experts and practitioners to define customer experience management and trends in 2019. What is customer experience? Feed generated with FetchRSS )

Customer Experience 210

Customer Experience Trends Customer Experience Management Customers 210

Calabrio

MAY 28, 2019

The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM). out of 5 as of May 23, 2019 for WEM. Everyone at Calabrio is honored to be named as the only May 2019 Gartner Customers’ Choice for Workforce Engagement Management.

Engagement 199

Engagement Management Call Center Industry 199

TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. The post How to improve you call center customer experience strategy for 2019?

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Experience Investigators by 360Connext

DECEMBER 17, 2019

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! So with that in mind, let’s look back on… Our Top 10 Most Popular Posts Of 2019.

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

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. Three key drivers are at the core of this.

Trends 173

Trends Customer Experience Self Service ROI 173

Alida

DECEMBER 7, 2018

We caught up with their insights team on their priorities for 2019. They combine the best of media, retail and social to create the most customer-centric and rewarding shopping experience. Evolving retail proposition in a changing market.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

Lumoa

JANUARY 8, 2019

Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss )

Customer Experience Management 341

Customer Experience Management B2B Trends Customer Experience 341

TechSee

OCTOBER 31, 2018

The post 4 AI Trends that will Transform the Telecom Industry in 2019 appeared first on Techsee. Technology is already a big part of the telecommunications industry, and as Big Data tools and applications become more available and sophisticated, AI can be expected to continue to grow in this space.

Industry 100

Industry Telecommunications Trends Self Service 100

Calabrio

AUGUST 7, 2019

That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas. When ICCU—the number-one performing credit union in the U.S.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Alida

DECEMBER 3, 2019

Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants. A basic observation that really shouldn’t be rocket science is that if you aren’t in business to make your customers’ lives easier, then you should probably find another business that isn’t dependent on customers.

Software 208

Software Marketing Customer Experience Company 208

InMoment XI

JUNE 28, 2019

New 2019 Research Reveals the Preferences of Mobile Survey Respondents Did you know that over 60% of respondents in a standard CX survey are completing the survey on a mobile device? The information in this article was originally shared in the MaritzCX webinar, Mobilize Me! Click here to listen to the webinar now. That means. View Article.

Survey 284

Survey 284

CloudCherry

DECEMBER 9, 2019

Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk. She is also one of the honored recipients of CloudCherry’s 2019-2020 CX Championship Titles. …As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e.

Culture 312

Culture Brands Loyalty Customer Experience 312

Lumoa

FEBRUARY 17, 2019

Check the latest easy quick-win loyalty-boosting customer experience strategies to power up your CX in 2019! Feed generated with FetchRSS )

Strategy 273

Strategy Customer Experience Loyalty Customers 273

InMoment XI

JUNE 27, 2019

2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. Look Who Turned 50! The NVCS provides monthly consumer feedback about vehicle shopping, buying patterns, and feature preferences.

Study 276

Study Automotive Consumers Survey 276

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. New software and solutions are dazzling and daunting in equal measure.

Contact Center 51

Contact Center Customer Service Conference Exercises 51

InMoment XI

SEPTEMBER 26, 2019

EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event. This one-day free event is hosted in New York, designed to deliver best practices, inspiring idea exchanges, case studies, and expertise from top thought leaders and practitioners of experience management programs.

Management 275

Management Case Study Study Customer Experience 275

Experience Matters

DECEMBER 23, 2019

Data Snapshot: What Happens After a Bad Experience, 2019. This research examines the correlation between customer experience and the likelihood of consumers to exhibit the following behaviors: purchase more products or services, recommend a company, forgive a company, trust a company, or try a company’s new product or service.

ROI 275

ROI Consumers Loyalty Industry 275

InMoment XI

MARCH 30, 2022

Information from employees gives businesses power and can be leveraged to enhance customer experience, resulting in higher retention, more positive customer behavior, and stronger business outcomes.

Data 368

Data Analytics Insurance Analysis 368

Experience Investigators by 360Connext

OCTOBER 17, 2018

I’m really excited to be a part of Customer Contact Week as they celebrate 20 years in 2019! Join me and 550+ Customer Contact and Customer Experience executives in Nashville for CCW Nashville 2019. Get the full agenda here!

Leadership 283

Leadership Culture Customer Centricity Report 283

InMoment XI

SEPTEMBER 28, 2022

In 2019, I published a college textbook, “Business Creativity and Innovation: Perspectives and Best Practices”, which is now being used at several universities including in my classes as an adjunct professor at the University of North Florida. This is a belief I’m incredibly passionate about.

Customer Journeys 418

Customer Journeys Customer Experience Exercises Consulting 418