Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Stay tuned!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Matters

DECEMBER 11, 2014

We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms. The bottom line: Tech vendors need to improve their customer experience.

2014 129

2014 2013 Download Customer Experience 129

Experience Matters

JANUARY 9, 2015

I looked through Temkin Group’s 2014 research and picked out 10 interesting factoids. It was difficult to narrow down to 10 items that collectively provide a sense of the state of customer experience. The bottom line : We did a lot of research in 2014! Customer experience'

2014 127

2014 Customer Experience Download Customers 127

Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013.

2014 110

2014 Metrics Customer Connectedness Customer Experience 110

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Experience Investigators by 360Connext

APRIL 30, 2015

Microinteractions are the small moments that impact the customer experience. It's the little thing that sets the tone for an experience. Disaster Alert: Proactive Customer Service to the Rescue. A bad customer experience might be remembered, but how you handle it proactively will make a lasting impression.

Brands 266

Brands 2013 2014 Retail 266

Experience Investigators by 360Connext

OCTOBER 1, 2014

Microinteractions are the small moments that impact the customer experience. Disaster Alert: Proactive Customer Service to the Rescue. A bad customer experience might be remembered, but how you handle it proactively will make a lasting impression. Added by Anne Reuss on Jan 31, 2014. Follow List. Embed List.

2013 274

2013 E-support 2014 Social Media 274

Experience Investigators by 360Connext

JANUARY 30, 2015

Microinteractions are the small moments that impact the customer experience. A bad customer experience might be remembered, but how you handle it proactively will make a lasting impression. A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014.

2013 252

2013 Customer Service E-support 2014 252

Win the Customer

APRIL 2, 2015

Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The result […].

Customer Experience 139

Customer Experience 2014 Culture Communication 139

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Member and customer experience.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Experience Investigators by 360Connext

DECEMBER 3, 2014

moments that make a big difference in the customer experience. We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Micro Matters!

Innovation 232

Innovation Customer Service 2014 Social Media 232

Experience Investigators by 360Connext

MARCH 4, 2015

Since launching the podcast in late 2014, we’ve had the pleasure of discussing how customers matter with authors like Jackie Huba , business leaders like Gini Dietrich , social business experts like Rachel Happe , entrepreneurs like The Mafia Hairdresser , and even my brother(!)

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Matters

FEBRUARY 23, 2015

We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. Customer experience'

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Experience Investigators by 360Connext

JANUARY 21, 2015

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

InMoment XI

AUGUST 9, 2016

exabytes of data were created every day; by 2014 this was 2.3 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 zettabytes. View Article

2013 186

2013 2014 Customer Experience Article 186

CSM Magazine

NOVEMBER 18, 2024

CommBox , a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity. Founded in 2014, PSG operates out of offices in Boston, Kansas City, London, Paris, Madrid, and Tel-Aviv.

Customer Experience 52

Customer Experience Healthcare Omnichannel 2013 52

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. In order for your customer experience process to be sustainable and drive long-term transformation, it needs to be based on a company-unifying framework.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

Customer Bliss

MARCH 8, 2016

In a customer-obsessed organization, however, the concepts need to be much different. Earning Social Media Love From Good Customer Experiences. If you want to earn social media love, you need to be a company that earns it by delivering a customer experience others want to have again and tell others about.

Social Media 142

Social Media Customer Experience Reference 2014 142

Experience Investigators by 360Connext

OCTOBER 31, 2014

Microinteractions are the small moments that impact the customer experience. A bad customer experience might be remembered, but how you handle it proactively will make a lasting impression. A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014.

2013 197

2013 E-support 2014 Social Media 197

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Blog Culture Customer Experience Featured c-suite leadership linkedin'

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Experience Investigators by 360Connext

MARCH 23, 2015

Rod shares how understanding customers translates into creating special moments for customers and employees alike. The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles.

Insurance 237

Insurance 2014 Social Media Consulting 237

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience 2013 2011 0

InMoment XI

JANUARY 30, 2014

During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday.

Customer Experience 150

Customer Experience 2014 Article Customers 150

Customer Bliss

JUNE 2, 2015

To prevent customer experience breakdown, you need an enterprise view of what is being delivered and a way to bring the pieces together in the development and execution of the customer experience. Take a few minutes to assess your current performance in these categories: Closed Loop on Any Customer Issues?

Customer Experience 164

Customer Experience 2014 Call Center Customers 164

InMoment XI

JANUARY 30, 2014

During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday.

Customer Experience 150

Customer Experience 2014 Article Customers 150

InMoment XI

JANUARY 30, 2014

During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday.

Customer Experience 150

Customer Experience 2014 Article Customers 150

Customers That Stick

DECEMBER 11, 2014

Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season.

2014 160

2014 Customer Experience Retail Blog 160

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

2014 150

2014 Customer Experience Blog Customers 150

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

2014 150

2014 Customer Experience Blog Customers 150

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

2014 150

2014 Customer Experience Blog Customers 150

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Companies that can put that data to work to improve the customer experience will be the winners.

Customer Experience 150

Customer Experience 2014 Events Customers 150

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Companies that can put that data to work to improve the customer experience will be the winners.

Customer Experience 150

Customer Experience 2014 Events Customers 150

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Companies that can put that data to work to improve the customer experience will be the winners.

Customer Experience 150

Customer Experience 2014 Events Customers 150

Experience Matters

SEPTEMBER 8, 2014

In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to be in.” That’s why we created Customer Experience Day (CX Day). It raises the visibility of customer experience.

Customer Experience 121

Customer Experience 2014 Social Media Events 121

InMoment XI

MARCH 14, 2023

That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. We’re a value-added distributor with almost 2K engineers globally who work on designing a journey to help our customers get their products to market in a complex supply chain.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195