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

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. What’s the value of customer experience? Value to customers. Come celebrate with us!

Customer Experience 297

Customer Experience 2012 2013 2014 297

Maz Iqbal

OCTOBER 9, 2014

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Little Change In The State of Customer Experience Excellence From 2013. Which kind of makes me question the claim that customer experience is now firmly established as the main competitive battleground.

2014 89

2014 Customer Experience 2013 Retail 89

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

Experience Matters

NOVEMBER 11, 2014

Congratulations to Temkin Group’s 2014 Customer Experience Excellence Award winners: Dell , EMC , and Touchpoint Support Services. Customer experience'

2014 96

2014 Customer Experience Touchpoint Customers 96

Maz Iqbal

OCTOBER 14, 2014

And find myself in a position to share with you the table that I have put together: What Does It Take To Be A Customer Experience Excellence Leader? If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. So is there a recipe/formula for CX excellence?

2014 91

2014 Customer Philosophy Customer Experience Leadership 91

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

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. Ease Through Seamless Omni-Channel Integration.

2014 78

2014 Customer Experience Retail Leadership 78

Think Customers

DECEMBER 10, 2014

Building a relationship with your customers through multiple touch points has become a critical business practice as market forces raised the status and value of customer experiences. In 2014, this shift manifested itself through organizational changes across industries and advances in technology. 1to1Media.com/weblog.

2014 108

2014 Customer Experience Blog Customers 108

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. It is three-quarters of a mile long!!)

2014 102

2014 Customer Experience 2010 2015 102

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Personalisation. Described by Nunwood as – being trustworthy and engendering trust.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

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

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. Understanding customer touchpoints is essential to delivering a superior customer experience. Infographic: Emotion is the Experience.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

OCTOBER 6, 2014

A few years ago, I would utter the phrase “customer experience” and get the strangest looks from people. Here, without further ado, are the reasons I believe customer experience is the key to happy customers , employees and people in general. Great customer experiences can do that.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Think Customers

JANUARY 5, 2015

What constitutes a great customer experience? According to The Temkin Group, it''s a combination of three aspects of a customer''s interaction with a company--functionality, accessibility, and emotionality. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2014 104

2014 Customer Experience Social Media Loyalty 104

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

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

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days.

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

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

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? Rather, the best dividends come from understanding how to accelerate the rate of customer experience change. .

2014 73

2014 Customer Philosophy Customer Experience Customer Journey Mapping 73

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95

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

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

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.

2014 66

2014 Customer Experience 2015 Touchpoint 66

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

Experience Matters

SEPTEMBER 2, 2014

Here are some of our plans for CX Day 2014: Research discount. Aimee Lucas will present Building Customer Experience Competencies at 10:00 AM ET and Denise Bahil will present 10 Best Practices for Deploying Text Analytics at 5:00 PM ET. Customer experience' Free webinars. We’ll hold two free webinars.

2014 102

2014 Webinar Download Events 102

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B. They are interpreted by people.

2014 76

2014 Metrics Net Promoter Score Blog 76

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

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

APRIL 13, 2017

billion, is moving from a pure social signals platform to a customer experience platform. They’re putting a large suite of marketing activities under one tab, which is called The Experience Cloud — and yes, that’s the same thing Adobe calls their product. I’d agree. Make sure to protect against that.

Customer Experience 135

Customer Experience 2014 Customer Experience Management Culture 135

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 150

2013 2014 Customer Experience Article 150

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 150

2013 2014 Customer Experience Article 150

Strativity

JUNE 10, 2014

Date: June 17, 2014 Time: 3pm – 4pm EDT . Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Click here to register.

2014 52

2014 CEM Workshop Culture 52

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 Insights 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 Insights 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 Insights 150