Allegiance Acquires Inquisite
InMoment XI
JULY 15, 2009
On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas.
Allegiance Acquires Inquisite
InMoment XI
JULY 15, 2009
On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas.
2009 
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Allegiance Acquires Inquisite
InMoment XI
JULY 15, 2009
On Tuesday, July 14, 2009, Allegiance, Inc. announced that it has acquired Inquisite, an innovative provider of online survey software based in Austin, Texas.
2009 150
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The Nine Golden Rules of CX Success: Rules 4-6
CX University
DECEMBER 16, 2024
Golden Rule 4: Build Safety Scaffolds for Innovative CX Thinking. Individuals who fear punishment for their actions, especially when they might be wrong, often remain silent and stick to familiar routines rather than taking the risks necessary for innovation and growth. Employees are increasingly seeking more meaning in what they do.
4 customer-based strategies health care can learn from retail
Alida
APRIL 5, 2017
Apple, for instance, has discovered how to amass an almost cult-like following of loyal customers by delivering groundbreaking product innovations and an immersive and engaging in-store experience. Smartphone and personal computer buyers have countless options on the market today.
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How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46
Customer Bliss
APRIL 11, 2017
While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. Elements that once took six weeks could be finished in four hours now, and it began a career-long focus on transformation and change. He has an MBA from Purdue University. The Origins Of Net Promoter Score.
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Guest Post: Employee Engagement and CX: 5 Strategies to Build Synergy
ShepHyken
SEPTEMBER 29, 2023
In their 2009 meta-analysis presented by Gallup, Harter et al. Tarek Kamil is a tech enthusiast and entrepreneur striving to create innovative solutions that positively impact the digital world. With a passion for blending technology and creativity, he aims to inspire and make a difference through his ventures.
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Arizona Diamondbacks CEO Creates Fan-Centric Culture
Experience Matters
DECEMBER 22, 2014
Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.” Needless to say, I really enjoyed the conversation.
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Traveling One Millimeter Forward Together Towards 2023
One Millimeter Mindset
DECEMBER 28, 2022
I commenced blogging in 2009. Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Mentor |. Babette Ten Haken’s One Millimeter Mindset speaking, consulting, and mentoring programs catalyze people who solve problems differently to collaborate more innovatively to create and implement great outcomes together.
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11 Contact Center Technologies to Boost Customer Satisfaction
TechSee
DECEMBER 5, 2017
We’ve compiled a short list of innovative customer service technologies developed by talented companies that are dedicated to helping enterprises improve their customer experience at scale and successfully compete in today’s ever-changing business environment. Customers appreciate: The personalized and intuitive customer self-service.
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5 Top Customer Service Articles For the Week of February 8, 2021
ShepHyken
FEBRUARY 8, 2021
(Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis. It proved to be, for many businesses, an accelerator of new processes and adaption of technology/innovation.
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103 Are You Experienced Enough in Customer Experience #INFOGRAPHIC
Win the Customer
DECEMBER 15, 2015
Although many organizations affirm to having a focus on developing customer experience and investing in customer service, Bain research from 2005-2009 showed that only 1 in 9 organization actually excelled in all of the critical categories related to customer relations. Are You Experienced Enough in Customer Experience?
Guest Blog: Experience Will Set Direct-to-Consumer Brands Apart. Convenience Won’t.
ShepHyken
OCTOBER 5, 2018
However, this has also opened huge opportunities for brands to innovate and differentiate themselves. A study from 2009 in the journal Psychology & Marketing revealed that when people cannot easily determine which option is preferable, they are more likely to leave a store empty-handed.
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Customer Experience Articles
ClearAction
FEBRUARY 7, 2016
Customer Experience Innovation. Rules of the Game for Customer Experience Innovation article. Customer Experience Innovation Covers the Experience Spectrum article. Innovating the Superior Customer Experience webcast (24:09). 1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group.
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48 John Oechsle: How Do You Spell CRM Evolution? With 4 C’s
Bill Quiseng
MAY 8, 2017
the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a unique perspective on how customer communication has evolved and where it’s heading. Swiftpage is the owner of Act! ,
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The new rules of engagement (according to customers)
C Space
JANUARY 18, 2021
And if Netflix’s past is anything to go by, the next innovation is just around the corner. It turns out HEB has a Director of Emergency Preparedness (a full-time, year-round position) and an already established pandemic plan dating back to the 2009 Swine Flu outbreak. This provides a huge white space. Q3 2020 revenue: $5.46
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Car-Shopping in 2018: Consumer Insight
QuestionPro Audience
AUGUST 3, 2018
While it’s not as bad as it was in 2009, when new car sales plummeted to less than 11 million, it’s still a warning shot to manufacturers and dealerships alike that they need to take a deeper look into how to close sales, and generate repeat customers. Manufacturers had a nice, seven-year run of revenue growth, but it has come to an end.
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Top 5 Customer Service & CX Articles for the Week of May 1, 2023
ShepHyken
MAY 1, 2023
U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. Siegel+Gale put the figure at 57%. How big is simplicity?
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Exploring China’s research landscape and its future direction
Clarivate
OCTOBER 31, 2023
It shows an acceleration in published research output, which increased five-fold between 2009 and 2021, well outpacing the U.S. Our latest ISI report, China’s research landscape , draws on Web of Science data to reveal the trajectory and dynamics of China’s research landscape. Our analysis suggests this trajectory is likely to continue.
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75 Learn from Wells Fargo
ReviewTrackers
APRIL 27, 2017
at the Cleveland Clinic from July 2007 to July 2009, according to Managed Healthcare Executive. The new technologies – from advanced analytics to machine learning – give companies an opportunity to innovate and improve the customer experience. The Chief Experience Officer: An Important Role in Healthcare.
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DSSL Rolls-Out BigChange Mobile Field Service Management System
CSM Magazine
APRIL 18, 2024
Founded in 1998 by Dave Stephens, DSSL Group was formed in 2009 and is now run by Dave’s eldest son Aaron Stephens as Group Managing Director with his two brothers alongside him on the board. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.
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ROI of Online Cloud Communities
Natalie Petouhof
JANUARY 29, 2016
Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. Think about customers talking to companies and giving honest feedback that helps: Improve products and services and even helps the company innovate. Why is that? Reduces unnecessary steps or processes.
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The Layman’s Guide to Bitcoin, Alt-Coins, and Blockchain, and What it Means for the Digital Customer Experience
West Monroe
SEPTEMBER 15, 2017
As someone who participated as one of the first Bitcoin miners in 2009, I’ve been following its evolution and know firsthand what an incredible rollercoaster ride it has been! Coins that further innovation within data management and digital infrastructure technology – whether that be the many forks that Bitcoin has undertaken (ie.
Assessment for Almost-Automatic CX Excellence
ClearAction
OCTOBER 25, 2022
The “bring it to life” Since the global economic downturn of 2009, organizations of all kinds have invested heavily in customer experience management. It’s for everyone who collects and manages insights: Marketing, Customer Experience, Customer Success, Customer Service, Partner Experience, and Employee Experience teams.
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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
JULY 14, 2020
She has extensive consulting experience across strategy, innovation, and communication and is a passionate customer champion, who uses customer experience strategy and data-driven insights to solve business problems. Jo Boswell – Customer Experience Innovator, Board Advisor, Executive Coach, CX Influencer. LinkedIn : [link].
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Addressing the Internal Health of Your Organization
Second to None
MARCH 8, 2019
Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.
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CMB Spotlight: Courtnie Hallendy
Chadwick Martin Bailey
SEPTEMBER 22, 2020
What about that experience helped you to adapt, innovate, and/or grow? In launching this relatively new format, I was faced with an increasingly restrictive budget (remember the financial crisis of 2008/2009?!), One project that stands out was when I was working at Toyota Financial Services. It’s exciting to be a part of.
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Getting to the “Why” of CX Design: Measuring Effort to Drive Change
Clarabridge
JULY 18, 2018
In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.
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Live Chat for Higher Education – The Ultimate 101 Guide
Comm100
FEBRUARY 1, 2023
Comm100 Headquartered: Vancouver, British Columbia, Canada Founded: 2009 Comm100 is a global provider of live chat used by such higher education institutions as University of British Columbia, Thompson Rivers University, McMaster University, and The Open University.
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75 Inside Customer Success: Uber Eats
Amity
FEBRUARY 8, 2018
Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. Phone and email is becoming increasingly difficult to scale, so we have to find more innovative ways to communicate with restaurants as our portfolio grows.
How Your Customers Measure You
Clarabridge
MARCH 2, 2017
In 2009 as social media took hold, a new category emerged: “A person like yourself”. Prior to this he was part of the founding circle of Artesian Solutions, an innovator in social CRM and a Director of Services for business intelligence giant Cognos. Powers North American guest satisfaction study extended stay segment.
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Redefining Disruption
Think Customers
FEBRUARY 24, 2020
When Facebook founder and CEO Mark Zuckerberg revealed his company’s internal motto was to “move fast and break things” back in 2009, it perfectly encapsulated the nature of disruptive companies. So, is Lemonade truly an innovative customer-driven company? What went wrong? Those will take years to sort out.
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5 Things We Can Learn From Amazon’s Approach to Customer Service
Talkdesk
AUGUST 19, 2016
While Amazon evolves, expands and innovates, the bottom line is the same: a happy customer is a returning customer. However, back in 2009, Amazon made a huge blunder pertaining to unauthorized copies of classic books that they had sold. Be Transparent.
7 Advertising Strategies That Can Work During A Slowdown
SurveySparrow
DECEMBER 11, 2020
During 2009’s recession, the tech giant didn’t stop advertising and continued innovating new products. In 2009 Amazon’s customers bought ebooks more than printed ones and helped the company grow its sales by 28%. Another great example of marketing amid a slowdown is Amazon. One such product is Kindle.
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52 5 Things We Can Learn From Amazon’s Approach to Customer Service
Talkdesk
AUGUST 19, 2016
While Amazon evolves, expands and innovates, the bottom line is the same: a happy customer is a returning customer. However, back in 2009, Amazon made a huge blunder pertaining to unauthorized copies of classic books that they had sold. Be Transparent.
Lessons from the Upper Crust: How Domino’s Pizza Disrupted the Delivery Game and Became a Leader in Customer Delight
McorpCX
DECEMBER 16, 2016
Tasteless, unexciting food and an all-time low in its share price, the company also ranked last in a 2009 survey of consumer taste preferences. Seven years ago, Domino’s Pizza was in the pits. The only silver lining: they scored top marks for delivery and value.
2009 40
40 Inside Customer Success: Vend
Amity
MARCH 24, 2016
Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. Some SaaS stuff as well but the innovation in Customer Success is what’s really interesting. Be innovative, be creative. I love the community around it. That would be my advice.
How Your Customers Measure You
Clarabridge
MARCH 2, 2017
In 2009 as social media took hold, a new category emerged: “A person like yourself”. Prior to this he was part of the founding circle of Artesian Solutions, an innovator in social CRM and a Director of Services for business intelligence giant Cognos. Powers North American guest satisfaction study extended stay segment.
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Making an impact on the customer experience in the first 90 days
Customer Alignment
MARCH 2, 2018
The average tenure also lengthened from 23 months in 2009 to 34.5 In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months.
A Simple Way to Increase Graduation Rates (without increasing the budget)
CX University
MARCH 6, 2018
The US Department of Education recorded an average graduation rate of 59% for the years 2009-2015. The main challenge lies in a nefarious chicken-or-the-egg paradox. That is, which comes first, acquisition rate or graduation rate? We would hold their hands.
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55 Your Customer Experience is Superficial unless you have the “Q”
CX University
OCTOBER 19, 2017
Paul Segre , the Genesys CEO, says you can’t have exceptional omnichannel products without a focus on innovation and quality. The liquid within lithium ion batteries is highly flammable, which explains other phone explosions and issues over time , including Nokia issues in 2009 and an iPhone giving someone third-degree burns in 2015.
Mental health is now a workplace issue. How should businesses address it?
West Monroe
NOVEMBER 29, 2021
American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. A digital mindset allows organizations to constantly refine and improve products, solutions, strategies, and processes—which is a good thing for innovation and business results. Featured Content.
The Future of Customer Experience Calls Urgently for a Significant Shift
ClearAction
OCTOBER 1, 2018
This is after 10 years — since the 2009 economic downturn — when companies began investing heavily in CXM technologies and teams. Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment. Only 22% of companies now are operationalizing, aligning or embedding CX.
Why Amazon is A Leader in Customer Experience
Qualtrics
JULY 15, 2019
Amazon has been on the forefront of several innovations in terms of its logistics operation, with a whole host of options designed to make getting products from their warehouse to your doorstep with minimal effort on the user’s part. Delivery and returns. Another of Amazon’s brands is well known specifically for being an “Experience Brand.”
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