Lumoa

JANUARY 13, 2019

Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019!

Net Promoter Score 316

Net Promoter Score NPS Metrics Strategy 316

InMoment XI

JANUARY 15, 2019

British companies have come a long way with utilizing their data to identify customer needs and predict their future behavior and estimate future profitability (the so-called customer lifetime value). Realizing the customer lifetime value is critical for a company so they can focus on the strategic initiatives that contribute most to the company’s future earnings and growth.

Data 150

Data Customer Experience Company Customers 150

Oracle

JANUARY 14, 2019

In the next several years, artificial intelligence will transform how humans interact with businesses. This technical transition is one of the most powerful shifts in computing that the world has ever seen—and it has the potential to be a force of good. According to research from the McKinsey Global Institute , AI could add $13 trillion to global output by 2030 and raise GDP by 1.2% annually.

Chatbots 103

Chatbots Connections Technology User Experience 103

Experience Matters

JANUARY 7, 2019

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

Employee Engagement 310

Employee Engagement Employee Experience Engagement Survey 310

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: • 37% of customers would change their supplier. • 28% would post a negative online review. • 26% would complain via social media. • 13% would tell friends/colleagues. • 10% would inform the media.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

Lumoa

JANUARY 17, 2019

Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!

Measurement 391

Measurement Customer Experience Tips How To 391

CX Accelerator

JANUARY 7, 2019

I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission).

Net Promoter Score 275

Net Promoter Score Contact Center Chatbots Knowledge Base 275

Customer Bliss

JANUARY 11, 2019

Are you doing all that you can to help your company earn customer-driven growth? The key word here, is, earn. You can earn customer growth by anticipating their needs, extending patience, and showing respect at all times. This is a topic I address in my latest book, Would You Do That To Your Mother? My goal with the book is to help you focus your decision making and actions on what matters most so you can inspire new behaviors inside of your company.

Resources 268

Resources Study Customers Company 268

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. From telling you that the majority customers are extremely annoyed with your new website design to predicting that your customers are about to switch to your closest competitor, there are so many valuable insights that are lost if you’re only looking at your NPS as a number. .

NPS 246

NPS Survey Net Promoter Score CRM 246

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared to the 1.6 million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

Management 234

Management Apparel Chief Customer Officer Telecommunications 234

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Omnichannel interactions became a goal of companies when it became clear that customers wanted the ability to use multiple methods to handle a single issue.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

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.

Customer Experience Management 341

Customer Experience Management B2B Trends Customer Experience 341

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions. Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Self Service

IntouchInsight

JANUARY 17, 2019

Learn how to improve customer experience at your franchise with four useful steps.

Customer Experience 224

Customer Experience Customers How To 224

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.

Voice of Customer 239

Voice of Customer Data Customer Service Net Promoter Score 239

Experience Matters

JANUARY 21, 2019

The New England Patriots just won the AFC Championship, earning a trip to their third straight Superbowl. As a Patriots fan, I’m thrilled. I know that many people don’t like the team, but there’s no denying that the Patriots have built a dynasty and are one of the most dominant teams in recent history (across any sport). How do the Patriots keep achieving success?

Sports 219

Sports Culture System Customer Experience 219

Kristina Evey

JANUARY 17, 2019

Being a business owner or leader requires a paradigm shift around comfort… You must become comfortable with being uncomfortable. Knowing … Read More Be the Customer Experience Disrupter. The post Be the Customer Experience Disrupter appeared first on Kristina Evey.

Customer Experience 209

Customer Experience Customers Customer Experience Management Leadership 209

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

Lumoa

JANUARY 29, 2019

What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization.

Customer Experience 334

Customer Experience Customer Centricity Customers Company 334

BlueOcean

JANUARY 22, 2019

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that.

Consumers 204

Consumers Trends Customer Experience Strategy 204

Steve DiGioia

JANUARY 7, 2019

My ham and cheese omelet was delicious, cooked perfectly and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it…. “I can’t take these people, I hate customers!”. I looked around to see another waitress mumbling and shaking her head as she walked through the diner. She clearly was upset at something that happened.

Customers 198

Customers Industry Customer Service Management 198

GetFeedback

JANUARY 7, 2019

Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months. While live chat is the perfect addition to any customer service program, it doesn’t come without its challenges.

Customer Service 225

Customer Service Survey Feedback Resources 225

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

Kerry Bodine

JANUARY 11, 2019

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. (And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. Netspend is a leading provider of prepaid Visa ® and Mastercard ® cards for personal & commercial use. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

Connections 190

Connections Company How To Chief Customer Officer 190

Lumoa

JANUARY 30, 2019

What is customer experience? We asked 15 CX experts and practitioners to define customer experience management and trends in 2019.

Customer Experience 210

Customer Experience Trends Customer Experience Management Customers 210

BlueOcean

JANUARY 21, 2019

Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service. Achieving finalist status ensures Blue Ocean will be presented with either a Gold, Silver, or Bronze Stevie when results are announced on February 22 at Caesars Palace in Las Vegas, Nevada.

Customer Service 204

Customer Service Insurance Conference Customer Care 204

Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader

Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.

Trends

Steve DiGioia

JANUARY 21, 2019

Blinders. They’re used on racehorses to keep their focus on running straight ahead and to not be distracted by the horses on either side. For most horses, blinders are a good and productive means to an end. But for some of us humans working in the customer service industry, we’ve decided to wear blinders too. We focus on our job with little interaction with our fellow co-workers.

Customer Service 194

Customer Service Customers Innovation Interaction 194

GetFeedback

JANUARY 21, 2019

A successful content marketing strategy relies on good customer feedback. Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. The better your content, the bigger impact you’ll have on the bottom line. . In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed.

Survey 210

Survey Marketing How To Infographics 210

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? There are plenty of places you can go to find that information. In fact, I’ve included a link to an unbiased market source at the end of this blog. There are, however, some terms you should know today, that might not be on lists of old. . To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the mo

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186