Tricia Morris

JULY 23, 2015

In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. consumers say customer service is important in their choice of and/or loyalty to brands. The Microsoft partner customer service innovation awards contest runs during the same time as Microsoft’s second annual “//oneweek” scheduled July 27 – 31, 2015.

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

Alida

AUGUST 3, 2016

We’ve already outlined what the Summit has in store for marketing , customer experience , innovation and research pros—but we haven’t shared what past attendees gained from the experience. It’s great to see that others share my struggles and challenges when it comes to understanding today’s consumers.”. Awesomeness. —

2015 167

2015 Workshop Customer Centricity Innovation 167

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Jon Galloway (@jongalloway) April 12, 2015. I am a huge fan since it has saved me more than once.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. EMC Corporation.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Alida

AUGUST 26, 2016

Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. According to a 2015 Forrester Research report, 81 percent of companies have a support community of some kind. .

Social Media 167

Social Media 2015 Innovation 2014 167

Experience Matters

AUGUST 6, 2015

That’s why we created the Temkin Innovation Equity Quotient (TIEQ). In January of this year, we collected feedback from 10,000 consumers and ended up with at least 100 responses for 293 companies across 20 industries (see full list of companies (.pdf) Purchase full 2015 TIEQ dataset for $195.

Innovation 98

Innovation 2015 Airlines Banking 98

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Kustomer

NOVEMBER 30, 2020

When we started Kustomer in 2015, we did so with the vision of reimagining customer service for a new generation of businesses and consumers. We understand consumers want more from the companies they do business with. Our priority is to deliver efficient and effortless experiences that delight businesses, agents and consumers.

Customer Service 135

Customer Service Brands 2015 Omnichannel 135

Alida

OCTOBER 17, 2017

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. Consumer expectations are higher than ever, and patients won’t tolerate a subpar experience from health care providers. What kinds of experiences are consumers looking for? Not necessarily.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Alida

MARCH 30, 2017

At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry. For example, customer insight motivated the launch of innovative meat products aimed at Millennial shoppers.

Customer Insights 145

Customer Insights Insights Webinar 2015 145

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Confirmit’s commitment to fostering innovation is nothing new. Qualtrics Innovation Exchange was announced at the first Qualtrics Insight Summit and launched in July of 2014. Congratulations to this year’s winners: Confirmit. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. billion in 2015 —up 12 percent from the previous year. A brand’s ability to meet rising consumer expectations depends on having an authentic relationship with its customers.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

Customer Bliss

MARCH 30, 2017

Customer engagement: This was about personalizing the experience and not delivering a one-size-fits-all CX to consumers in a time of increasing personalization. Wendy’s opened their own customer experience lab, called 90 Degree Labs , in May 2015 in Columbus, OH. Inside the Wendy’s customer experience lab.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Alida

JULY 28, 2016

In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. More importantly, big data lacks actionable information with which marketers, insight professionals, customer experience leaders and innovators can make effective decisions that benefit their customers and their bottom line.

2010 160

2010 Social Media 2016 2013 160

Alida

JULY 21, 2017

In fact, according to a study commissioned by IBM , nearly 80 percent of consumers don’t think the average brand understands them as an individual. The marketing campaign was inspired by insight on the company’s main target audience of female consumers. REI leans on members for product innovation.

Customer Relationships 154

Customer Relationships Brands 2015 Insights 154

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. ———————– Download the 2015 U.S.

2015 94

2015 Download Innovation Social Media 94

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

TechSee

APRIL 2, 2019

However, most of these innovations revolve around language. A watershed in the field occurred in 2015, when computer vision overtook humans in the ability to recognize objects, a turning point analogous to the day in 1997 when IBM’s Deep Blue chess computer defeated the legendary grandmaster Garry Kasparov.

Contact Center 175

Contact Center Average Handle Time Insurance B2C 175

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

Alida

JULY 5, 2017

In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space. It’s not the first food company to embrace the direct-to-consumer model.

Insights 113

Insights Retail 2015 2012 113

Think Customers

JUNE 24, 2015

Drawing in new customers is more challenging than ever as companies compete to engage consumers who have a rapidly shrinking attention span and high expectations.

2015 81

2015 Innovation Customer Engagement Blog 81

Kustomer

DECEMBER 5, 2019

Over the years, I have talked with hundreds of customer service leaders and although they have wanted to deliver exceptional customer experiences, their legacy ticket-centric technology solutions could not effectively enable these leaders to meet the expectations of today’s consumers – forget about exceeding those expectations.

Customer Service 94

Customer Service E-support Omnichannel Exceptional Customer Service 94

Eptica

AUGUST 28, 2015

Date: Friday, August 28, 2015 What is a customer hub? Published on: August 28, 2015. The customer journey spans multiple channels and departments and consumers are much less forgiving of a poor experience or service. This creates a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.

Social Media 92

Social Media 2015 Contact Center Hotels 92

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Customer Service 85

Customer Service 2015 Wireless Contact Center 85

Kerry Bodine

JUNE 4, 2015

It was so on point for companies looking to innovate the customer experience that I feel compelled to share. Max presented six trends that can help you frame your CX innovation efforts: Dynamic pricing. Trendwatching has a consumer trends canvas to help you do just that. Post-demographic consumerism.

Consumers 70

Consumers Customer Experience Seminar 2015 70

transcosmos Information Systems

OCTOBER 22, 2015

Mike is an international conference speaker and corporate consultant on customer service experience, retail, and innovation. The consumerist blog is one of the longest-running consumer-centric blog that brings light to actual customer experiences, good and bad, with the intention to empower consumers to protect themselves.

Blog 70

Blog 2015 Customer Service E Commerce 70

TechSee

FEBRUARY 1, 2021

TechSee has been out there since 2015 driving change with innovation, working to make a difference. TechSee has already established a global presence, trusted by companies in the telecom, consumer electronics, manufacturing, and insurance industries – Vodafone, Orange, Achmea, CSG, Lavazza, and Hitachi, to name a few.

Innovation 84

Innovation 2021 2015 Insurance 84

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. How can consumers be helped over them? consumers have higher expectations than a year ago when it comes to the customer experience. Are there any potential pain points on the customer journey?

E Commerce 88

E Commerce Customer Service 2015 Retail 88

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) Bell, author of The 9½ Principles of Innovative Service. It will be officially released on the 3rd October 2015. It will be officially launched on he 28th October 2015.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Up Your Service

MAY 21, 2015

A 2015-published study by IBM and Econsultancy found that the “ biggest takeaway was the disconnect between how marketers perceive the job they’re doing and how consumers perceive that job ,” according to Jay Henderson, director, product strategy at IBM Commerce. Consumers are innovating. There’s another problem.

2014 87

2014 Loyalty Programs 2015 Consumers 87

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. However, the complexity of multiple digital channels, increasingly demanding consumers , and the sheer volume of interactions pose a major challenge to companies.

Customer Service 76

Customer Service Social Media Contact Center 2015 76

Retently

MARCH 18, 2019

Moreover, this was a 6% increase from 2015. Consumers love Starbucks – even more since the company implemented its rewards program. The offering in question also needs to be fast and convenient, so that they save consumers time and effort. Tesla was actually no #1 in the 2016 Annual Owner Satisfaction Survey.

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Loyalty 127

Kustomer

DECEMBER 4, 2019

At a time when consumers want intelligent, personalized attention, the most forward-looking companies are turning to Kustomer to help them exceed expectations,” said CEO and Co-Founder Brad Birnbaum. .” Founded in 2015, Kustomer empowers businesses to succeed in today’s customer-first world.

Customer Service 86

Customer Service Omnichannel 2015 2019 86

OpinionLab

MARCH 17, 2016

This contrasts with the counterintuitive consumer survey methodology in which customers had to be selected and were largely restricted in the insight they might provide by endless structured questions….a a potentially abusive experience for empowered consumers. a potentially abusive experience for empowered consumers.

2016 108

2016 Touchpoint 2015 Retail 108

LiveChat

DECEMBER 28, 2015

Get ready for best campaigns of 2015. This breathtaking ad was was heavily commended and awarded on 2015 Cannes Lions International Festival. Innovative idea, amazing creativity, stunning shots and nature – that’s something that sells without selling. Let’s learn from the best! Emily’s Oz. and, of course, naked elves.

2015 52

2015 Advertising Entertainment 2016 52

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Its survey found that consumers rated the public transport (including train operators), utility, insurance and broadband sectors, as worst for customer experience and service.

Customer Experience 75

Customer Experience Transportation Insurance 2015 75

Avaya

SEPTEMBER 2, 2016

The idea they hit upon was to give consumers the chance to be chosen as one of 100 digital influencers, allowing them to test-drive a new Fiesta for six months. While GITEX is a great opportunity for vendors, including Avaya, to showcase our newest, most exciting, most innovative products and solutions, it is also a pretty tough spotlight.

Innovation 40

Innovation Feedback 2014 2015 40