AskNicely
MARCH 7, 2016
Are you sending surveys with Survey Monkey? Getting a single-digit response rate? Don’t worry, it’s not your fault. Actually, it’s not Survey Monkey’s fault either. A sub-ten-percent response is pretty typical with conventional web-based surveys. I don’t mean to pick on Survey Monkey but, as the 800-pound gorilla, they’re a serial offender in creating surveys that people ignore.
InMoment XI
MARCH 3, 2016
Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer.
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Experience Matters
MARCH 8, 2016
We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 294 organizations across 20 industries. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.
C3Centricity
MARCH 10, 2016
Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“ So this week I wanted to write a shorter thought piece on a topic getting a lot of airtime these days; that of smart things, the IoT or the Internet of Things. We [.]. The post Are Smart Things Really Smart?
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Customer Bliss
MARCH 2, 2016
In the course of working with different companies throughout my career, I’ve found that leaders focused on serving customers’ lives as a way to grow their business often begin with an uncommon attitude. This attitude, in turn, leads to uncommon behaviors that build beloved companies. In the process, when these leaders speak and give interviews, they produce some amazing customer experience quotes.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
MARCH 22, 2016
Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In the report, the research firm presents an assessment based on quantitative and qualitative characteristics that explain success in the market. We are proud to be placed in the Leaders category with the following strengths: Functionality.
InMoment XI
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.
Experience Matters
MARCH 21, 2016
In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […].
Alida
MARCH 18, 2016
At Vision Critical, we’ve been focusing on the challenges created by the central role that mobile devices, both smartphones and tablets, now play in people’s lives. While the shift to mobile has created challenges for marketers and researchers, we believe the opportunities are even greater. It’s hard to deny the impact the mobile revolution has had on business.
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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.
Steve DiGioia
MARCH 21, 2016
you've got big shoes to fill if you want to be the boss This original article was written by Steve DiGioia. They just hired some hotshot new manager…thinks he’s going to shake-up the place. Maybe, maybe not. Only time will tell. He lines his office walls with photos, awards and commendations from local newspapers and businesses. His desk is covered with assorted trinkets and babbles.
Experience Investigators by 360Connext
MARCH 16, 2016
We live in a digital world, constantly connected, where information is always at our fingertips. With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships with their customers. Millennials are changing the way brands market themselves and build those relationships. Today, millennials say they’re influenced […].
ijgolding
MARCH 16, 2016
Last week I witnessed something that I consider to be incredibly unusual. In a world where it is more uncommon than not for consumers to have their expectations exceeded, I was actually bowled over by what I experienced. ‘Bowling over’ a career Customer Experience ‘nut’ is not that easy to do! What makes the experience all the more amazing, is that what actually happened is not really anything that remarkable!!
InMoment XI
MARCH 1, 2016
Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of.
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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.
Experience Matters
MARCH 17, 2016
One of the things I noticed at this year’s Sloan Sports Analytics Conference is that teams were not as focused on the issue of losing younger fans. So I decided to see if there’s anything to worry about. While we don’t have data on kids, we do have lots of data on young adults. I tapped into our 2012 […].
Alida
MARCH 10, 2016
The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. Get your copy of the ebook to learn more. The balance of power has shifted from companies to their customers. Your customers now have constant access to a world of information about both your company and your competitors, and they’re putting that information to use.
Kayako
MARCH 17, 2016
The best teams are built upon people’s differences and their strengths. Startups are a great example of where people from different backgrounds and experiences collide to make magic. The key is having a diverse group of people with different skills. This helps drive innovation, competition, unrestricted thought, and open-mindedness. These values have to be instilled at the onboarding stage and reinforced in order to cement the company culture.
Steve DiGioia
MARCH 14, 2016
you may have your own stuff to talk about but not during working hours. This original article was written by Steve DiGioia. Life has a funny way of throwing us curve balls. Things never seem to go as planned or as we hoped. It’s understandable that we would become discouraged or upset when this happens and take our problems to work. “I’m going to speak with Sheila when I get to work, she is always good with things like this”, you may say.
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.
Customer Bliss
MARCH 30, 2016
In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they inte
InMoment XI
MARCH 10, 2016
“Ma’am, I don’t know who the owner is,” the pool construction company representative said. My wife paused, looked at me briefly, and took a deep breath. “Sir, who signs your pay check? It’s probably that person.” When we moved to Arkansas from the Beach Cities of Southern California, we moved away from the ocean. We.
Experience Matters
MARCH 3, 2016
How do consumers feel about their purchases and subsequent customer service interactions? To find the answer, we asked 10,000 U.S. consumers about those experiences across 11 different industries. We used their responses to calculate the Temkin Emotion Ratings. As you can see below: Across all industries, purchasing provides a more positive emotional response than customer service.
Experience Investigators by 360Connext
MARCH 16, 2016
It was my 7th? 8th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint. The old-timers will lament the days of easy navigation and fewer crowds, and I’m certainly one of them. But I also walk away with my wheels turning about what the future holds for […]. The post What do Trends from SXSW 2016 Mean for Customer Experience?
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Vonage
MARCH 29, 2016
I read a surprising statistic recently. It said that four in 10 senior executives in large companies don’t know the lifetime value of their customers. According to MarketingCharts, Forbes and Sitecore conducted a study of 312 senior executives in North American companies and learned that not only did they not know the financial value of their customers, more than half had no plans to find out.
Steve DiGioia
MARCH 17, 2016
This original article was written by Steve DiGioia. Too many people that are in the position to “greet” people never actually do that. They may say hi or hello but that’s nothing more than an acknowledgement that someone has entered your space. That’s it! Our customers wish to be part of a team and treated warmly like you do at a gathering of friends and associates.
AskNicely
MARCH 13, 2016
Business software review platform G2 Crowd recently named AskNicely as a “High Performer” in the Enterprise Feedback Software category where it topped competitors on every measure of customer satisfaction. The latest G2 Crowd report on Enterprise Feedback Management software ranks the best software platforms against satisfaction (based on reviews from authenticated customers) and market presence (based on factors like employee count and market share).
InMoment XI
MARCH 7, 2016
Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million for every percentage point of improvement in customer retention rates.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Experience Matters
MARCH 28, 2016
In the 2016 Temkin Experience Ratings (TxR), we found that the average ratings for all 20 industries declined between 2015 and 2016 (see graphic). Here are some observations: Across the 20 industries, TxR dropped by an average of 5.2 points between 2015 and 2016. Three industries dropped by less than 4 points (banks, software, and wireless carriers), while […].
Experience Investigators by 360Connext
MARCH 24, 2016
Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent. For long-term success, they need to focus on making their customers return. To ensure such loyalty, companies must form healthy […].
Vonage
MARCH 9, 2016
What’s the role of social media in today’s customer service scene? Can it really drive revenue and value to a business or is it all just hype? Many of our customers are asking us this question. With NewVoiceMedia CloudFest London taking place this afternoon, we think the answer is more important than ever. Read on to learn more about the role of social media in the contact centre.
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