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 transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Comm100

JANUARY 9, 2018

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences.

Customer Satisfaction 208

Customer Satisfaction Survey Tips How To 208

BlueOcean

JANUARY 9, 2018

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips. These technologies are sparking new expectations in today’s consumers on an almost daily basis. We want intelligent interactions that are personalized to our own situations and we want them on demand – not after we waste our precious time sitting on hold.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

InMoment XI

JANUARY 9, 2018

At MaritzCX we focus on helping organizations understand and improve their customers’ experiences through our sophisticated technology platform and our research expertise. We help our clients learn and understand their customers better so they can take the appropriate actions to improve their experiences—while being able to make better, more-informed business decisions.

Company 150

Company Technology Customer Experience Customers 150

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

TechSee

JANUARY 9, 2018

In anticipation of the biggest boxing fight of the year – Floyd Mayweather Jr. vs. Conor McGregor- a major US cable company had high expectations. Pay-per-view (PPV) is one of their most lucrative revenue streams, especially when broadcasting live combat sports such as boxing, mixed martial arts and professional wrestling. The PPV fee was set at $99.95 , and based on past sales, an estimated six million homes in the US and the UK were expected to purchase access to the private telecast.

Case Study 171

Case Study Study Company Customer Service 171

NICE inContact

JANUARY 9, 2018

The last entry detailed how designing your automation based on existing live agent behavior is essential to a consistent and efficient customer experience. We all know that in this age of digitization, however, your company’s self-service strategic plan has to consider more than just the voice channel. This post details the importance of omnichannel, and how to consider introducing AI self-service across all channels in an integrated way.

Self Service 138

Self Service Omni-Channel Call Center Contact Center 138

Comm100

JANUARY 9, 2018

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences.

Customer Satisfaction 101

Customer Satisfaction Survey Tips How To 101

InMoment XI

JANUARY 9, 2018

At MaritzCX we focus on helping organizations understand and improve their customers’ experiences through our sophisticated technology platform and our research expertise. We help our clients learn and understand their customers better so they can take the appropriate actions to improve their experiences—while being able to make better, more-informed business decisions.

Company 90

Company Technology Customer Experience Customers 90

West Monroe

JANUARY 9, 2018

In an effort to become a more powerful Salesforce administrator, I’ve recently been knocking on the door of the developer world. You don’t need to master Apex to take advantage of developer tools. My favorite trick has been using an Integrated Development Environment (IDE) to speed up manual tasks, such as creating thousands of fields in minutes. This has saved me from literally hundreds of hours of configuration work.

Report 90

Report Tools Examples Customer Experience 90

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

ShepHyken

JANUARY 9, 2018

Doing the Opposite of Normal Can Lead to Better Customer Service. Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux. Do your “fans” come first? When customers come first, success follows. . . ? <span style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” data-mce-type=”bookmark” class=”mce_SELRES_start”>?

Entertainment 76

Entertainment Customer Service Data Customer Experience 76

Truthlab

JANUARY 9, 2018

Reading Time: 2 minutes In my last post, I shared some top design trends for 2018. While that article spoke more to product and technology design, this article addresses visual and delightful design. Previously, I spoke about the demand for designers to think beyond the sticky note and create products that are truly personal, secure and valuable. Aesthetically, […].

Trends 54

Trends Technology Customer Experience Design Customer Experience 54

West Monroe

JANUARY 9, 2018

Two common interactions in every business environment are looking up a piece of information or checking the status of a task. How does one usually go about seeking such information? It’s almost always easier to “ask a friend,” the person sitting next to you, or your assistant. In some instances, it’s easier to stretch your legs and take a stroll to another department to ask a question of an expert, your IT staff, AR/AP coordinator, or HR rep.

Technology 58

Technology Chatbots System Multi-Channel 58

Natalie Petouhof

JANUARY 9, 2018

Tweet I was working for a company that had found themselves in a situation where they had poor morale. Raises were few, partially because of the economy and as a result, people were working very hard and not feeling appreciated. HR came to me to ask what to do. As an early design-thinker, my reaction was always to ask the “customer.” In this case, the “customer” was our own employees.

ROI 51

ROI Management Social Media Leadership 51

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Tools

ForeSee

JANUARY 9, 2018

Winning retailers understand that the competition doesn’t rest in the post-holiday shopping season. They know that the best way to keep their edge is with strong customer experience (CX). But. The post Find out how top retailers are winning with CX at NRF 2018 appeared first on ForeSee.

Retail 45

Retail Customer Experience Company Customers 45

Stella Connect

JANUARY 9, 2018

Brooklinen , a fast-growing online retailer that made its debut in 2012, wasn’t founded on a whim. It was developed as a simple, consumer-friendly solution to a familiar problem: the typically inflated cost of luxury bedding. After falling in love with the bedsheets in their Las Vegas hotel room and reeling at the $800 price tag, founders Rich and Vicky researched the main cost drivers (middleman markups, mostly) and set out to find a way to make high-quality bedding affordable.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

Maru/HUB

JANUARY 9, 2018

Syngro Eye is our world leading customer intelligence platform enabling businesses to put customers at the centre of everything they do. Our omni-channel platform offers a range of customer experience specific analytics, performance management and self-service reporting functions that can be overlaid with your businesses financial, operational or other data to identify crucial relationships.

Omni-Channel 40

Omni-Channel Software Self Service Financial 40

Confirmit

JANUARY 9, 2018

There are five facets of maturity that lead to sustainable success in Voice of the Customer programs. Becoming “data driven” is the goal for all organizations today. So why do only 8% of businesses indicate that they use their data effectively enough to understand and address customer needs? Best-in-Class firms are able to deliver truly personalized and consistent customer messages across all channels through these stages.

eBook 40

eBook Groups Report Industry 40

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Maru/HUB

JANUARY 9, 2018

Syngro Eye is our world leading customer intelligence platform enabling businesses to put customers at the centre of everything they do. Our omni-channel platform offers a range of customer experience specific analytics, performance management and self-service reporting functions that can be overlaid with your businesses financial, operational or other data to identify crucial relationships.

Omni-Channel 40

Omni-Channel Software Self Service Financial 40

Confirmit

JANUARY 9, 2018

A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. And, considering that 74% of consumers identify word-of-mouth as a strong in?uencer in their purchase decisions, it is imperative that businesses follow up on customer experience problems fast! Confirmit Action Management automates that process.

Management 40

Management Customer Voice Measurement Survey 40

Rant And Rave

JANUARY 9, 2018

Our customers are presented with so much choice in the way they shop, communicate and interact with us.

Communication 53

Communication Interaction Customers Customer Experience 53

Confirmit

JANUARY 9, 2018

The hospitality team at Amadeus is dedicated to partnering with its customers to help adapt to new business challenges and market opportunities, and share success with key business stakeholders. Since partnering with Confirmit, the hospitality division of Amadeus has been able to maintain the flexibility and competitive advantage it requires as it continues to grow worldwide.

Customer Experience 40

Customer Experience Hospitality Case Study Competitive Advantage 40

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Helen Dewdney

JANUARY 9, 2018

Press release. Companies will no longer be able to charge fees for using credit cards, following the implementation of a new EU directive. Since April 2013 traders have not been able to charge consumers fees that exceed the cost for using a particular method of payment. However, from 13 January 2018 companies will no longer be able to charge any fees for the use of credit or debit cards.

Consumers 33

Consumers Banking Government Financial 33

Confirmit

JANUARY 9, 2018

Whether you want to collect feedback from your customers, conduct a market research project, or better enable your employees, mobile accessibility needs to be a primary consideration and Confirmit is here to help! Confirmit makes the most important aspects of our comprehensive Horizons solution accessible from mobile devices to help you increase response rates and drive employee productivity.

eBook 40

eBook Customer Voice Feedback Survey 40

Grade.us

JANUARY 9, 2018

[cs_element_section _id=”1″][cs_element_row _id=”2″][cs_element_column _id=”3″][cs_element_text _id=”4″][cs_element_headline _id=”5″][cs_element_text _id=”6″][cs_element_headline _id=”7″][cs_element_text _id=”8″] Start Earning Business Reviews Today! Sign up for the 14 Day Grade.us Free Trial and take our review generation platform for a spin.

Culture 38

Culture Metrics How To Customers 38

Confirmit

JANUARY 9, 2018

Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective. That’s because of three trends that are disrupting how companies measure customer experience. Download this report to learn more. Three trends are disrupting how companies measure customer experience (CX). These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement programs will break down over time.

Measurement 40

Measurement Report Trends Innovation 40

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Smith+co CX

JANUARY 9, 2018

“Empathy is the most mysterious transaction that the human soul can have, and it’s accessible to all of us, but we have to give ourselves the opportunity to identify, to plunge ourselves in a story where we see the world from the bottom up or through another’s eyes or heart.” - Sue Monk Kidd. My job was to create a brand tone for the social media channels and help a team of agents familiarise themselves with the sort of language and responses that fitted the tone.

Culture 28

Culture Banking Policies Airlines 28

Confirmit

JANUARY 9, 2018

Confirmit Horizons™ Version 23 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. It provides you with richer insights, so you can make smarter decisions and react faster to business needs. You can listen to what customers are saying across a range of different channels, analyze that information and assign actions appropriately to manage business change.

Customer Voice 40

Customer Voice Software Marketing Management 40

Confirmit

JANUARY 9, 2018

B2B Organizations need a better way to collect, analyze, and react to customer, market, and employee feedback. Confirmit’s solutions can do all this! We help B2B organizations listen to customers, markets, and employees. Then we help you analyze insights and facilitate action to drive business growth. Trusted by top B2B companies and leading Market Research companies alike, Confirmit provides value beyond all others because it is designed to empower you.

B2B 40

B2B Video Feedback Marketing 40