InMoment XI

SEPTEMBER 3, 2024

Whether it’s improving customer support, enhancing sales strategies, or driving product innovation, conversational analytics offers a wide range of applications and use cases that can significantly impact business outcomes.

Analytics 260

Analytics Data Social Media Average Handle Time 260

InMoment XI

MARCH 27, 2024

Online reviews, a platform for consumers to discover and assess auto services brands, can particularly influence consumer decisions from the start of their customer journey. 67% of consumers see reviews as influential when choosing a new auto service. 67% of consumers see reviews as influential when choosing a new auto service.

Automotive 260

Automotive Management Social Media Feedback 260

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ECXO

AUGUST 9, 2023

Clients are also seeking allies for advice on consumer, business, industry and market dynamics. Leadership across the business needs to share (or create) a clear client-centric vision and aspiration, linked to value. Your HR leadership needs to embrace a client-centric culture. Clients want more than a technical team.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. Download report for $195. EMC Corporation.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Investigators by 360Connext

JUNE 4, 2024

Data breaches are on the rise, with more than 3,000 reported breaches in the U.S. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. By investing in privacy, organizations achieve greater customer loyalty and trust, operational efficiency, and innovation.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

Data breaches are on the rise, with more than 3,000 reported breaches in the U.S. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. By investing in privacy, organizations achieve greater customer loyalty and trust, operational efficiency, and innovation.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 4, 2024

Data breaches are on the rise, with more than 3,000 reported breaches in the U.S. There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. By investing in privacy, organizations achieve greater customer loyalty and trust, operational efficiency, and innovation.

Customer Experience 143

Customer Experience Self Service Data Connections 143

Experience Investigators by 360Connext

JUNE 8, 2021

In one study by Concentric , 99% of leaders reported doing some kind of forecasting. It might be easy to dismiss that if you are in a business that serves other businesses instead of individual consumers. Invite employee feedback for innovation. Yet only 14% stated they were effective at doing so.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

NobelBiz

NOVEMBER 16, 2021

To optimize innovation and creativity, you must be available to your team and provide the essential support for the emergence of new ideas, new ways of doing things, and new partnerships. How to develop Conscious Leadership? The development of emotional intelligence leads to conscious leadership.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

Think Customers

JUNE 24, 2024

During the dot com boom, I got my first real job at internetnews.com, reporting on new internet startups and how legacy brands tried to keep up with the new online world. When everyone [in the vendor space] does everything, it’s hard to know where to start,” said James Bednar, head of product at TTEC, during a thought leadership session.

Conference 59

Conference Technology Meeting Contact Center 59

TechSee

DECEMBER 12, 2022

Download our Field Service Vision 2023 Report to Learn ore about these topics. With weakening consumer spending, slowing corporate purchase patterns and an overall weak economic outlook, operational efficiency will remain a primary objective for all service organizations. A Weak Economic Outlook for 2023. Technology Challenges.

Innovation 124

Innovation Customer Centricity Technology Leadership 124

AWS Machine Learning

MAY 9, 2024

At Amazon, we believe innovation (rethink and reinvent) drives improved customer experiences and efficient processes, leading to increased productivity. Having a multidisciplinary AI/ML CoE that combines industry, business, technical, compliance, and operational expertise helps drive innovation.

Government 120

Government Policies Guidelines Leadership 120

Second to None

AUGUST 28, 2018

Capturing consumer feedback data has become an essential aspect of any leading organization’s Customer Experience platform. Ideally, leadership will find a vendor that easily allows the data to be spread throughout different levels of your organization, so employees are acting based on up-to-date, accurate information.

Report 59

Report Measurement Voice of Customer Leadership 59

BlueOcean

DECEMBER 13, 2022

Salesforce research says consumers like us belong to 4.3 Furthermore, a McKinsey report revealed that brands with top-performing loyalty programs earn a 15 to 25 percent bump in revenue thanks to their loyal customers, who are either buying more or buying more often (or both). Gas, grocery, fashion, technology… and probably more.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

West Monroe

JUNE 25, 2024

The Manufacturing Leadership Council's Manufacturing in 2030 Project dives deep into the opportunities and challenges of data mastery within the industry. These numbers highlight the growing recognition of data's transformative potential as manufacturers embrace data integration to boost productivity and innovation.

Industry 52

Industry Data Government Leadership 52

DCX

SEPTEMBER 15, 2024

About Executive MindXchange Events Here are this week’s must-read links: Creating AI Conversations feels like Magic The Future is Prevention First Impressions Really Do Count Roblox Levels Up: From Virtual Blocks to Real-World Stocks My Favorite CX Newsletters The Top 100 Gen AI Consumer Apps Enjoy!

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

Experience Investigators by 360Connext

MAY 11, 2021

This does require manual effort and can be time-consuming, so automate whatever parts you can. And many CX programs start with a tactic – like a customer journey map – and lose steam when leadership nods along but there is no discipline to back it up. An executive leadership team to approve or deny those recommendations.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

C3Centricity

APRIL 17, 2018

It’s called “15 Mind-Blowing Stats About Customer Centricity” and many of the research results reported are still valid today, so it’s definitely worth a read. Econsultancy recently asked what effective leadership in the digital age is. OK, so I’m not talking about the 2002 Minority Report.

Strategy 247

Strategy Customer Centricity Innovation Airlines 247

ShepHyken

FEBRUARY 18, 2020

They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. Consumers want to do business with organizations they trust. Confirmit’s recent report indicates that a very small number of businesses expect their investment in CX to increase in 2020.

Multi-Channel 118

Multi-Channel ROI Leadership NPS 118

2020 Research

FEBRUARY 29, 2024

While AI replaces some of the “tasks” that a mid-level researcher does regularly, such as screener development , discussion guides , synthesis, and reporting, Pinto argues that there will be a need for more strategic thinking and creative/concept development. Check out Sago’s Eye on Innovation Series.

Trends 59

Trends Innovation Leadership Data 59

Michelli Experience

OCTOBER 4, 2016

It will come as no surprise that consumers today demand effortless and expedited service! From a virtual perspective, brands like Amazon are constantly innovating. Media reports have said the company plans to lease its own fleet of jets and CEO Jeff Bezos eventually wants to use drones to get packages to customers.

Competitive Advantage 214

Competitive Advantage Ecommerce Retail Leadership 214

Experience Investigators by 360Connext

JUNE 1, 2017

NPS reports are almost commonplace among those enlightened organizations who began adopting customer-centric ideas a decade ago or more. They are the front line for your leadership. It’s not always about the sexy innovation. Stop talking about innovation, and just do it! They believe in co-innovating with customers.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

DCX

JULY 21, 2024

In the spotlight this week, I’m sharing a fascinating blend of innovation and human-centric approaches in the CX world. more on this below), find a comfy spot, and let's explore some fresh perspectives on blending tech innovation and human-centric design. So grab your favorite beverage (maybe a Nespresso? Happy reading!

Retail 52

Retail CRM Chatbots Customer Experience Professionals 52

West Monroe

AUGUST 15, 2023

Emphasizing responsible implementation, the Manufacturing Leadership Council's Manufacturing in 2030 Project explored AI's opportunities and challenges in the industry. Download the report 2-Minute Takedown Evolving Landscape of AI Adoption Recent AI advancements and robust infrastructure fuel the manufacturing industry's adoption.

Industry 52

Industry Leadership Government Report 52

West Monroe

AUGUST 15, 2023

Emphasizing responsible implementation, the Manufacturing Leadership Council's Manufacturing in 2030 Project explored AI's opportunities and challenges in the industry. Download the report 2-Minute Takedown Evolving Landscape of AI Adoption Recent AI advancements and robust infrastructure fuel the manufacturing industry's adoption.

Industry 52

Industry Leadership Government Report 52

West Monroe

APRIL 17, 2024

Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design. Many manufacturers underinvest in leadership development. Leadership success profiles and role cards can help.

Leadership 59

Leadership Culture Competitive Advantage Study 59

DCX

AUGUST 18, 2024

From the NFL's innovative use of data to enhance the fan experience to NVIDIA's groundbreaking AI avatars poised to transform customer service, there's plenty to unpack. Cross-functional impact: The AI assistant is being deployed across various divisions, including consumer banking and wealth management.

Healthcare 52

Healthcare e-support Banking Financial 52

C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. Seat-at-the-table and leadership. The report concludes that: “The biggest barriers to experimenting with innovation in CI are resources, both time and money. Direction setting.

Handbook 210

Handbook Marketing ROI Social Media 210

West Monroe

AUGUST 29, 2022

This article was originally featured in the August 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. The Manufacturing Leadership Council’s webcast on the metaverse , for example, drew one of its largest audiences ever.

Industry 52

Industry Leadership Entertainment Effort Score 52

West Monroe

AUGUST 29, 2022

This article was originally featured in the August 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. The Manufacturing Leadership Council’s webcast on the metaverse , for example, drew one of its largest audiences ever.

Industry 52

Industry Leadership Entertainment Effort Score 52

inQuba

APRIL 4, 2023

Businesses globally have had to respond to rapidly shifting market and consumer dynamics, with varying success. The proliferation of Internet of Things (IoT) has enabled businesses to understand consumer behaviour through a number of new and interesting channels.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journeys 52

inQuba

APRIL 4, 2023

Businesses globally have had to respond to rapidly shifting market and consumer dynamics, with varying success. The proliferation of Internet of Things (IoT) has enabled businesses to understand consumer behaviour through a number of new and interesting channels.

Trends 52

Trends Competitive Advantage Customer Centricity Culture 52

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

81% of consumers are prepared to pay more for a better customer experience! Even the Oracle report concludes the following 5 guidelines to “create a compelling customer experience”: Focus on the contact centre – optimise resources for dealing with ‘critical enquiries’. Were any of us, really, surprised as customers?

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Currency Alliance

MAY 31, 2018

How many innovative ideas do you have to improve your area of the business? I’d say if it’s less than about eight, you are a manager and not an innovator. But innovation – and in particular, digital disruption – is now spelling the difference between the businesses that succeed, and those that fail. Digital disruption.

Innovation 40

Innovation Company Loyalty Policies 40

Currency Alliance

MAY 31, 2018

How many innovative ideas do you have to improve your area of the business? I’d say if it’s less than about eight, you are a manager and not an innovator. But innovation – and in particular, digital disruption – is now spelling the difference between the businesses that succeed, and those that fail. Digital disruption.

Innovation 40

Innovation Company Loyalty Policies 40

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Instead, contact center leadership should focus on three key areas that have been proven to cut costs effectively over the long term while improving CX.

Call Center 196

Call Center Self Service Strategy Contact Center 196