Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Blog Customer Engagement Customer Experience Featured Innovation Opinion #SXSWi customer service leadership privacy Slideshare Social Media SXSW technology trends' Trends are always a big part of SXSW , but each year it comes down to people. A few years ago, group messaging apps were the big thing at SXSW.

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Marketers need to position products and the behavior around them for consumers who don’t necessarily know they are ready for the next innovation. MakerBot, a leader in 3D Printer technology, announced a variety of exciting innovations at CES. Robert Schmid (@roberteschmid) January 7, 2015.

Marketing 250

Marketing Innovation Transportation Demo 250

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. The result: 85 percent reduction in research costs in 2015 alone.

ROI 269

ROI Measurement Brands Net Promoter Score 269

Customer Bliss

AUGUST 20, 2015

Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline for doing the hard work to deliver reliability and earn customer desire. If you deliver a reliable experience, your customers and clients will desire to have it again.

Chief Customer Officer 234

Chief Customer Officer 2015 Loyalty Innovation 234

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

Tricia Morris

JULY 23, 2015

In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. The Customer Service Innovation Award is designed to develop original and inventive use cases which take advantage of cloud first, mobile first, and internet of things scenarios. Read more about the app here.).

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Companies need instantaneous feedback and insight.

2015 0

2015 Social Media 2012 2019 0

Experience Investigators by 360Connext

JUNE 22, 2015

Share innovation as it happens. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them. A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. Share pictures of teams working on that specific issue. It’s a means to an end.

Social Media 233

Social Media Engagement Magazine Innovation 233

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 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. Julie Murtha (@JulieMurtha) October 22, 2015. Lee Stephen (@LWStephen) October 22, 2015. Pia Chin (@piachin) October 22, 2015.

2015 167

2015 Workshop Customer Centricity Innovation 167

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. One innovation is using API partnerships to provide even more information to the travelers at the time it’s most relevant to them. How can you really listen to your customers, use the feedback and innovate to make a more meaningful experience for them? Thanks, @TripIt ! —

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Alida

AUGUST 26, 2016

Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Compared to social communities, this category provides a more structured way of gathering innovative ideas because support communities allow brands to track product- and service-related conversations.

Social Media 167

Social Media 2015 Innovation 2014 167

Customer Bliss

MAY 31, 2016

Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com. In June 2015 Future Travel Experience named Curtis as one of 25 global innovation leaders in the airline industry. Co-Creation.

Airlines 158

Airlines Customer Experience Insurance Innovation 158

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. How Developed is Your Customer-Centric Strategy for 2015? According to the NPD Group, nearly half of those who described themselves as highly loyal to a brand were no longer loyal a year later.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Think Customers

DECEMBER 8, 2014

The term, "disruption" has become the business buzzword of the year. But it''s more than just jargon. Disruption in business involves having the ability to sense changes occurring in technology, customer behaviors, and product demands and being able to evolve quickly and implement plans outside the norm for long-term survival.

2015 81

2015 Innovation Customer Engagement Blog 81

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

Experience Matters

AUGUST 6, 2015

That’s why we created the Temkin Innovation Equity Quotient (TIEQ). Purchase full 2015 TIEQ dataset for $195. Purchase full 2015 TIEQ dataset for $195 Download this sample excel file (.xls) The bottom line : Build up your Innovation Equity! xls) to see what’s in the dataset.

Innovation 98

Innovation 2015 Airlines Banking 98

Tricia Morris

AUGUST 28, 2015

The 2015 Microsoft Partner Customer Service Innovation Award, announced on Wednesday, August 19, at the Microsoft Dynamics US FY16 Kick Off event, showcases the service innovations that partners can envision and design in a single week, with Webfortis’ “Relay” use case selected as the winner of this year’s award.

Innovation 78

Innovation Customer Service 2015 Omnichannel 78

transcosmos Information Systems

MAY 25, 2015

We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015. It’s just a question of how exactly these ubiquitous devices are making an impact on how we interact with clients and customers. Faster everything.

2015 82

2015 Multi-Channel Social Media Definition 82

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. in 2015—an increase of more than eight points—after two straight years of declining scores.

2015 89

2015 NPS Net Promoter Score B2B 89

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

CX Journey

AUGUST 4, 2015

Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? Only 30% of respondents believed that improving people's lives was a catalyst for change/innovation, and only 24% felt innovation was driven by a desire to make the world a better place. or innovation? or just right?

Innovation 73

Innovation 2015 Social Media Government 73

Think Customers

JANUARY 6, 2015

Yet, often times, the greatest innovators are those who keep things simple. With each passing year, customer expectations become increasingly daunting. Companies find themselves racing to keep pace with the latest strategies and technologies. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 109

2015 Loyalty Innovation Blog 109

Customer Bliss

FEBRUARY 24, 2015

Competency #4: Proactive Experience Reliability and Innovation . Deliver peace-of-mind, consistency and innovation. Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey.

Chief Customer Officer 161

Chief Customer Officer 2015 Social Media Innovation 161

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

2015 150

2015 Innovation Customer Insights Article 150

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

2015 150

2015 Innovation Customer Insights Article 150

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

2015 150

2015 Innovation Customer Insights Article 150

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 2015. Happy to have #CX pros in the house to hear @jeanniecw speak during @CXPA_Assoc ‘s Chicago meetup event! pic.twitter.com/q0W0mvrx8R. Huge thanks to Sprout Social for hosting our CXPA Chicago event, and to the smart people who attended!

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Alida

MARCH 30, 2017

Ongoing customer engagement, according to Trimboli, influences strategic initiatives at Price Chopper, helping the company drive innovation, foot traffic and sales. In 2015, Price Chopper started rebranding some of its stores to Market 32, a new chain offering healthier food choices and a better shopping experience.

Customer Insights 145

Customer Insights Insights Webinar 2015 145

Customers That Stick

OCTOBER 23, 2014

The Compete Through Service Symposium is an annual conference held in Arizona that brings innovative minds in business and academic thought leaders together to further the science of service. It is a three daylong conference, with each day focusing on the following topics: Day One: Service Innovation.

Leadership 128

Leadership 2014 Customer Service Training 2015 128

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. They must be constantly focused on innovating their products, staying ahead of technological change, and keeping prices competitive. Cable companies are technology companies.

Customer Service 146

Customer Service Poor Customer Service 2015 Wireless 146

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. Throughout the last five years, we have had the opportunity to power the customer experiences of many of today’s most innovative global companies. And we’re just getting started.

Customer Service 135

Customer Service Brands 2015 Omnichannel 135

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Their same research notes that the best customer-focused and -facing innovation is derived at the intersection of “technological feasibility, customer desirability and business viability.” ———————– Download the 2015 U.S. Want to see more?

2015 94

2015 Download Innovation Social Media 94

Think Customers

SEPTEMBER 29, 2016

In 2015, 86 percent of U.S. Yesterday at Advertising Week in New York City, MLB, NBA, and NFL executives shared their thoughts on the evolution of customer engagement in major league sports and why they’re experimenting with new technologies from live video to virtual reality. adults between the ages of 18 and 29 owned.

Sports 94

Sports Innovation 2015 Advertising 94

Customer Bliss

MARCH 30, 2017

Wendy’s opened their own customer experience lab, called 90 Degree Labs , in May 2015 in Columbus, OH. Most companies are using CX labs as a place for innovation and new product design, which is what Nordstrom did by creating the Nordstrom Innovation Lab in Seattle. Inside the Wendy’s customer experience lab.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Alida

OCTOBER 17, 2017

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. I am passionate about transparency, so much so that in 2015, I created the Physician Transparency List , a free resource to encourage hospitals to publish patient comments and ratings for each physician in their organization.

Hospitality 247

Hospitality 2015 Retail Leadership 247