Alida

AUGUST 26, 2016

Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 167

Social Media 2015 Innovation 2014 167

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Action is broken down into two parts of engagement – employee and customer: Employee Engagement.

2015 97

2015 Multi-Channel 2014 CEM 97

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Net Promoter Score Call Center 2015 81

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015. customer insight. governance.

Banking 93

Banking Customer Experience Customer Centricity Download 93

CSM Magazine

AUGUST 10, 2017

However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand. With global growth being less than 4%, that means insight organisations are projected to grow at least eight times faster than global GDP.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. He specializes in operationalizing customer insight to drive better customer outcomes.

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

OCTOBER 10, 2017

Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience team steps in.” ” My commentary: A roadshow is a great way to build shared interpretations of customer insights.

B2B 83

B2B Customer Experience 2015 Workshop 83

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines.

CEM 40

CEM 2015 E-support Customer Centricity 40

Customer Alignment

APRIL 25, 2017

“If I’d only known that being nice to customers was going to be so good for my business, I would have done it years ago.” So said Michael O’Leary, Ryanair’s CEO as profits jumped 66% in October 2015 following the implementation of a number of customer-led initiatives. Are we going to say sorry for our lack of customer service?

Customer Experience 40

Customer Experience Leadership 2015 Customer Journey Mapping 40

Lumoa

NOVEMBER 29, 2021

However, when it comes to actual customer experience management , things get difficult. It is not too difficult to listen to the customer. Companies receive real-time feedback in massive volumes if they only start listening to their customers. The CX laggards achieved just 3% growth during the same period.

ROI 97

ROI Customer Experience NPS Financial 97

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

SuiteCX

JANUARY 19, 2015

It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements. 10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Alida

JULY 5, 2016

Revenues being generated a year ago have broadly been maintained,” ESOMAR reported in its 2015 edition, saying the industry’s market growth is 0.1 As I discuss in my new e-book Winning the Research Revolution , researchers are more important than ever because businesses are invested in being customer-centric.

Marketing 180

Marketing E-support Social Media 2015 180

Forrester's Customer Insights

DECEMBER 10, 2021

Average Federal CX Ekes Out A New High, Still Trailing The Private Sector It’s a new White House priority to provide “excellent, equitable, and secure federal services and customer experience.” To help understand the state of the federal CX, Forrester has published a US Federal CX Index (CX IndexTM) report since 2015.

2015 26

2015 Customer Experience Customers Government 26

Maz Iqbal

DECEMBER 30, 2014

It is the time of the year that many are pushing out their predictions for 2015. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out. It occurs to me that this is question worth pondering and answering as you/i head into 2015. I am not in that business: I lack a crystal ball.

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

Martin Hill-Wilson

MAY 27, 2015

It’s all useful if you remember the golden rule of customer insight. Media Use and Attitudes 2015 report). There is a ton of it: from government level, to research firms to individual brands using research to prove a market demand. Use at least three sources before settling on any interpretation of what’s going on.

2005 65

2005 2014 2013 2007 65

Bold360

NOVEMBER 21, 2016

“While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers. (The Figure out the service implications of Pokemon Go.

2016 111

2016 2017 Customer Experience Social Media 111