Lumoa

DECEMBER 5, 2017

Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. It has been our second Slush and we enjoyed every bit of it. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience.

Healthcare 256

Healthcare Customer Centricity Innovation Meeting 256

QuestionPro Audience

DECEMBER 4, 2017

The wearable technology market is growing at a rapid pace, with 1 in 5 Americans owning a wearable tech device. This technology encourages wearers to be more engaged in their health and lifestyle choices. In addition to being a fashionable accessory, wearables collect pertinent data that can be sent to the wearer’s physician. In contrast to a one-time blood pressure reading at an appointment, wearables provide data taken over a period of time, such as sleep patterns, heart rate, and activity lev

Technology 247

Technology Exercises Fashion Insurance 247

Experience Matters

DECEMBER 4, 2017

If you like customer experience and visualizations, then you should enjoy this collection of CX infographics that we’ve published over the last year or so. Each of the infographics can be downloaded as a traditional infographic, or in the form of an 18″ x 24″ poster. Here are some of our most recent infographics: The Ultimate CX Infographic, 2017 6 Levers For Executive Commitment to CX The Power of Customer Journey Thinking The Human Conversational Model The Four CX Core Comp

Infographics 48

Infographics Customer Experience ROI Culture 48

Kristina Evey

DECEMBER 5, 2017

LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. Even though communication involves two parts – speaking and listening – I believe that listening is actually 2/3 of successful communication.

Customer Experience 409

Customer Experience Loyalty Feedback Customers 409

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.

Metrics 228

Metrics Report Groups Study 228

InMoment XI

DECEMBER 5, 2017

It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience. Over the past few years, organizations have begun taking it a step further than just stating this customer focus, but have started establishing teams or divisions.

Metrics 229

Metrics Customer Experience Customer Focused Customers 229

Steve DiGioia

DECEMBER 4, 2017

do you still care about customer service or is it all about the money This original article was written by Steve DiGioia. Being in the hospitality business for over 20 years, I have seen some of the best and worst at their trade. But the dining experience sure has changed…. From the hardworking, studious college kid that was very driven and worked as a waiter 6-days a week to put himself through school; the gravelly-voiced divorced mom of 4 grown kids that needed to pay her bills and get her lif

Sports 178

Sports Hospitality Tips Customer Service 178

QuestionPro Audience

DECEMBER 8, 2017

Sexual harassment and assault in the entertainment industry has always been Hollywood’s worst kept secret, but with women speaking out now, and providing indisputable evidence, it can no longer be swept under the rug. Prominent men in television such as Bill O’Reilly, Charlie Rose and the latest, Matt Lauer, have been fired from their respective companies, bringing attention to how prevalent this issue is in the entertainment industry.

Advertising 199

Advertising Entertainment Industry Report 199

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent left, but not how the company could have kept them.

Contact Center 161

Contact Center Tips Gamification Culture 161

InMoment XI

DECEMBER 5, 2017

It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience. Over the past few years, organizations have begun taking it a step further than just stating this customer focus, but have started establishing teams or divisions.

Metrics 170

Metrics Customer Experience Customer Focused Customers 170

ijgolding

DECEMBER 4, 2017

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has become used all over the world and few organisations fail to ask their customers this question in one form or another at some point in the organisation/customer interaction.

Metrics 256

Metrics Net Promoter Score NPS Measurement 256

QuestionPro Audience

DECEMBER 4, 2017

What is Wearable Technology? Wearable technology encourages wearers to be more engaged in their health and lifestyle choices. In addition to being a fashionable accessory, wearables collect pertinent data that can be sent to the wearer’s physician. This market is growing at a rapid pace, with 1 in 5 Americans owning a wearable tech device. In contrast to a one-time blood pressure reading at an appointment, wearables provide data taken over a period of time, such as sleep patterns, heart rate, an

Technology 199

Technology Exercises Fashion Insurance 199

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

BlueOcean

DECEMBER 5, 2017

The Client. This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. The Challenge. For both types of customer calls – sales and support – the client was using an IVR system which directed calls, by type, to an appropriate contact center agent.

Case Study 149

Case Study Study Communication Average Handle Time 149

InMoment XI

DECEMBER 7, 2017

Overview Valero Energy Corporation is an international manufacturer and marketer of transportation fuels and petrochemicals. As the world’s largest independent petroleum refiner, Valero has a workforce of 10,000 employees with a refining capacity of approximately 3.1 million barrels per day. Today, Valero sells products to both the wholesale rack and bulk markets, and approximately 7,400.

Transportation 150

Transportation Sales Brands Marketing 150

Comm100

DECEMBER 8, 2017

Introduction. Another Thanksgiving has come and gone, but that doesn’t mean you’ve missed your chance to be thankful. In fact, if you’re going to run a successful, customer-centric business, it is important that you express gratitude towards your customers regularly. Here are important tips for writing a thank you letter to your customer, complete with sample thank you letters to help you show your customer how much you appreciate them.

Social Media 145

Social Media How To Return on Investment Customers 145

QuestionPro Audience

DECEMBER 4, 2017

Education has changed drastically over the past decade, due to the introduction of mobile applications in the classroom. While it may seem foreign or unnecessary to parents, this way of learning and communicating is here to stay. Traditionally, accessing technology was limited only to those who could afford to purchase a computer. However, in recent years, the cost of a smartphone has made technology more accessible to the masses, which is why there are now almost 7 billion smartphones in the wo

Course 186

Course Technology Video Study 186

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Beyond Philosophy

DECEMBER 6, 2017

Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance. When a patient doesn’t take their medicine properly, doctors call it “noncompliance.

eBook 143

eBook Hospitality Healthcare Examples 143

InMoment XI

DECEMBER 7, 2017

Overview Valero Energy Corporation is an international manufacturer and marketer of transportation fuels and petrochemicals. As the world’s largest independent petroleum refiner, Valero has a workforce of 10,000 employees with a refining capacity of approximately 3.1 million barrels per day. Today, Valero sells products to both the wholesale rack and bulk markets, and approximately 7,400.

Transportation 0

Transportation Sales Brands Marketing 0

CX Accelerator

DECEMBER 5, 2017

Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe have been wrestling this issue since the invention of the telephone. The good news is it can be done! With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Fo

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

Uniphore

DECEMBER 8, 2017

Today, there’s a growing consensus that the age of robotic process automation (RPA) has arrived, capable of significantly increasing operational efficiency, thus offering clear-cut cost, performance and scalability benefits. It seems it’s only a matter of time before RPA will eventually be leveraged in just about every industry, automating business processes with cognitive systems.

System 133

System Industry Marketing Company 133

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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

Customer Bliss

DECEMBER 5, 2017

Overview. Do you have what it takes to be an entrepreneur? Can you manage a B2B relationship with customer providers and consumers? In this episode, Angie Hicks , CCO of ANGI Homeservices and co-founder of Angie’s List , shares how she built Angie’s List into the valuable service provider tool it is today, and how she transitioned her entrepreneurial and marketing experience into the customer experience role she currently holds at ANGI Homeservices ( which acquired Angie’s List this year )

Chief Customer Officer 129

Chief Customer Officer Consumers B2B Leadership 129

CX Journey

DECEMBER 6, 2017

Image courtesy of Pixabay Does your company suffer from the "not my job (NMJ) syndrome?" When was the last time you heard someone being asked to do some task that wasn't outlined in their job description, only to respond with, "That's not my job?" Recently? Yup. I believe it. It's an all-too-frequent occurrence that employees draw the line in the sand or draw a box around themselves, refuse to do some task, and say, "Not my job.

Customer Journeys 0

Customer Journeys Leadership Communication Metrics 0

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent left, but not how the company could have kept them.

Contact Center 240

Contact Center Tips Gamification Culture 240

C3Centricity

DECEMBER 8, 2017

“There may be customers without brands, but there are NO brands without customers!” I am often quoted as saying this and yet I still find most companies spend more time thinking about their brands than their customers, which is alarming to say the least! And you? . Last week I spoke about identifying the exact category in which you are competing.

Meeting 120

Meeting How To Social Media Brands 120

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program. But wait! Do your customers know that you’re actually listening to them?

Company 117

Company Net Promoter Score Hospitality CEM 117

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Customer Satisfaction Self Service Technology 116

Michelli Experience

DECEMBER 6, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Complexly Simple | Success Can Breed Mediocracy appeared first on Joseph Michelli.

Infographics 113

Infographics Consulting Customer Experience Company 113