CX University

JANUARY 10, 2025

In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. However, after 2013, the momentum slowed.

Healthcare 40

Healthcare Technology Hospitality 2013 40

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.”

Leadership 0

Leadership Customer Experience 2013 2011 0

CSM Magazine

NOVEMBER 18, 2024

PSG Equity is a leading growth equity firm that specializes in partnering with software and technology-enabled services companies to help navigate and capitalize on transformational growth. ” Recent data reveals that 80% of consumers want to see AI in customer service, but only 15% of brands have fully deployed such technologies.

Customer Experience 52

Customer Experience Healthcare Omnichannel 2013 52

InMoment XI

AUGUST 9, 2016

I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 Big Data is back on the corporate agenda. exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article.

2013 150

2013 2014 Customer Experience Article 150

InMoment XI

AUGUST 9, 2016

I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 Big Data is back on the corporate agenda. exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article

2013 150

2013 2014 Customer Experience Article 150

Win the Customer

FEBRUARY 9, 2015

billion in 2013 to over 4.9 Customer Experience Infographic Technology' Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion by the end of 2017.

2013 139

2013 Social Media 2017 Management 139

InMoment XI

DECEMBER 5, 2012

We are very excited to announce that Carine Clark has joined Allegiance as president and CEO, effective January 2, 2013. She recognizes that Allegiance can become a game changer and drive the trend toward customer empowerment with technology that helps companies achieve greater customer experience insight.

2013 150

2013 Marketing Technology Insights 150

InMoment XI

DECEMBER 5, 2012

We are very excited to announce that Carine Clark has joined Allegiance as president and CEO, effective January 2, 2013. She recognizes that Allegiance can become a game changer and drive the trend toward customer empowerment with technology that helps companies achieve greater customer experience insight.

2013 150

2013 Marketing Technology Insights 150

InMoment XI

DECEMBER 5, 2012

We are very excited to announce that Carine Clark has joined Allegiance as president and CEO, effective January 2, 2013. She recognizes that Allegiance can become a game changer and drive the trend toward customer empowerment with technology that helps companies achieve greater customer experience insight.

2013 150

2013 Marketing Technology Insights 150

Customer Bliss

MAY 3, 2017

Investments in self-service technologies have helped companies siphon off low-complexity issues (e.g., 81 percent of customers today will use self-service channels first before reaching out to a company Click To Tweet. However, self-service is proving to be a double-edge sword for both companies and customers alike.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. Boomtrain is an example of a technology which businesses use to look at many customer touchpoints so that businesses know how customers are interacting online.

2013 159

2013 Feedback Sales Social Media 159

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How do you support the remote and/or hybrid environment from a technology perspective? What results have you seen?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

PK

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes. The post Trends in Rail Technology appeared first on PK.

Technology 59

Technology 2017 2013 Books 59

Connective DX

FEBRUARY 20, 2020

However, this technology brings a new challenge: threats to cybersecurity present an issue that rail companies must address. In the freight rail industry, automation technology has provided a pathway to improve railway inspection processes. The post Trends in Rail Technology appeared first on PK.

Technology 59

Technology 2017 2013 Books 59

Customer Bliss

OCTOBER 4, 2016

Duygu has 15+ years of leadership experience in enterprise technology with a strong track record of growing 100+ million dollar B2B technology businesses with full P&L responsibility. About Duygu. She’s also been head of enterprise product management and marketing at Turkcell.

Customer Success 166

Customer Success 2016 2013 Metrics 166

Totango

MAY 27, 2022

Following its launch in 2013, Zoom overtook its rivals by differentiating its product on selling points, such as being mobile- and user-friendly. What Kind of Technology Stack Do You Need for a Product-led Growth Strategy? In 2020, Dropbox generated over $1.9 billion in revenue.

2013 126

2013 2004 2007 Customer Retention 126

Alida

JUNE 23, 2017

With Amazon’s technological horsepower behind it, Whole Foods will have the engine required to build an unbeatable innovation engine. If you have a customer-centric culture, that cures a lot of ills,” Bezos said in an interview in 2013. With Whole Foods’ 450 stores, that has dramatically changed. Grocery is just the beginning.

Retail 153

Retail Competitive Advantage 2013 Customer Centricity 153

Experience Matters

DECEMBER 11, 2014

Here is the executive summary of the report: The 2014 Temkin Experience Ratings for Tech Vendors evaluates the customer experience of 62 large technology vendors. Here are the overall results: Other highlights from the research: The average rating dropped slightly from 53% in 2013 to 52% in 2014, with the effort component declining the most.

2014 129

2014 2013 Download Customer Experience 129

TechSee

JANUARY 24, 2019

The technology combines video streaming, where online media is simultaneously recorded and broadcast in real time to the viewer, with augmented reality, an interactive technology that superimposes a computer-generated image on a user’s view of the real world. Access: Is the technology easy for customers to access?

Contact Center 141

Contact Center Financial Document 2025 141

CSM Magazine

JULY 25, 2024

Fortunately, the answer to these challenges might lie right at your fingertips: technology. This article will explore the transformative power of technology in streamlining business operations, from automating repetitive tasks to improving customer experiences.

Technology 52

Technology 2013 Innovation Social Media 52

Win the Customer

SEPTEMBER 28, 2015

A 2013 UPS study of e-commerce sites found that offering a variety of payment options is the second-most important […]. Customers are demanding more options and flexibility, so it’s wise for businesses to find multiple payment options that work for them and their customers to deliver complete customer experiences.

E Commerce 102

E Commerce Customer Experience 2013 Customers 102

Customer Bliss

APRIL 19, 2019

“The expectations of people, thanks to technology, are different. Technology: How can it be used to improve the guest service both in the store and outside of it? Food/Food technology: There are a lot of initiatives around cleaning up ingredients and sourcing of official colors and flavors.

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. Here is the executive summary of the report: The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors. It is the also the highest level over the four years of the study.

2015 113

2015 Net Promoter Score 2014 2012 113

CSM Magazine

OCTOBER 23, 2024

” About BigChange: Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

Management 52

Management 2018 Customer Relationship Management 2013 52

CSM Magazine

NOVEMBER 21, 2024

About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

2018 52

2018 Customer Relationship Management 2013 2020 52

Forrester

APRIL 6, 2015

Technology and economic forces have changed the world so much that an obsession with winning, serving and retaining customers is the only possible response. Chastened by a weak economy, presented with copious options, and empowered with technology, consumers have more market-muscle than ever before.

2013 111

2013 2014 B2B Banking 111

ShepHyken

JUNE 28, 2019

Technology replacing humans. In general, technology is augmenting —not replacing — the employee. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. That’s what we all fear. Because of that word “current.”

Contact Center 116

Contact Center Blog 2019 Banking 116

Comm100

FEBRUARY 19, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. The value and need of this emotion has become all the more pertinent since the emergence of Covid-19 in 2020, but as John Di Julius, Chief Revolution Officer, explains, the development of technology has had its impact too. .

Customer Experience 133

Customer Experience 2013 2020 Consumers 133

GetFeedback

JANUARY 8, 2020

In 2013, the Stealthwatch team needed to gauge customer satisfaction after support case resolutions. In addition, Stealthwatch has (one of the) highest retention rates in the Cisco security portfolio, at 92 percent. Using automation to prevent customer dissatisfaction.

Customer Satisfaction 39

Customer Satisfaction NPS 2013 Customers 39

Customer Bliss

JULY 3, 2018

In addition to heading up the Department’s Administration and Technology team, he is also taking a leadership role in corporate culture and customer experience, including Governor Hogan’s statewide customer service initiative. He serves as Managing Director for the Maryland Department of Commerce.

Government 120

Government Customer Experience Management Customer Experience Management 120

Experience Matters

JANUARY 20, 2015

Texas NICUSA provides support for Texas.gov and implements technology solutions for Texas governmental agencies. If you enjoyed this report, check out Lessons in CX Excellence, 2014 and Lessons in CX Excellence, 2013. It serves over 50,000 monthly site visitors and 300 state and local governments. Download report for $195.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

DECEMBER 22, 2014

Creativity in technology. I’m not surprised that Hall was named as the “Best Boss” in sports in 2013 by TeamWork Online. What does Hall see as his next “big thing” in fan experience? The bottom line : Customer-centric organizations need leaders like Derrick Hall.

Culture 125

Culture Sports Magazine 2005 125

Experience Matters

OCTOBER 27, 2015

Respondents believe that technology will play an increasingly important role in their efforts, but the largest obstacle to VoC success remains integration across systems. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.

2015 110

2015 2011 2010 2013 110

CSM Magazine

DECEMBER 2, 2021

Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by almost 1,700 field-based organisations around the world. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50. About BigChange.

Technology 52

Technology 2018 2013 Customer Relationship Management 52

Bill Quiseng

JULY 28, 2014

Coupled with a strong business acumen and a deep understanding of technology, Ben thinks strategically and tactically to fuel growth and the bottom line. Cayzu was founded in 2013 and is quickly gaining traction in the helpdesk software industry as a simple and affordable alternative to more expensive and complicated solutions.

Customer Service 126

Customer Service Hotels Social Media 2013 126

Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. Here is the executive summary of the report: The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors.

2017 91

2017 2012 2013 2014 91

Alida

OCTOBER 2, 2017

Today’s empowered patients are demanding more from health care providers, and as a result health systems are investing more in new technology. By investing in new technologies like self-service kiosks and big data analytics, health care providers are aiming to improve the patient experience and drive satisfaction and CX scores up.

Hospitality 100

Hospitality 2012 2010 Social Media 100