Avaya

APRIL 3, 2017

I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques. Maintaining a View of the Customer Experience with Customer Journey Maps.

Customer Journey Mapping 58

Customer Journey Mapping Customer Journey Contact Center 2016 58

ProProfs Chat

JULY 27, 2018

Customer engagement happens to be a very popular buzzword among most marketing and customer success teams these days. Be a part of any planning and strategy making discussion, and it’s almost impossible not to find a mention of phrases like customer service , customer engagement and customer experience.

Customer Engagement 93

Customer Engagement Engagement Marketing Social Media 93

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Short-term rewards: uptick once or for one period — engagement value exceeded underlying value. What is customer engagement?

Customer Centricity 48

Customer Centricity Customer Engagement Engagement 2018 48

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

2016 80

2016 Customer Success Webinar Customers 80

Alida

NOVEMBER 25, 2016

For instance, NewsCorp Australia, a 2016 Visionary Award Finalist for Asia Pacific , runs many studies within its insight community, engaging over 5,000 media consumers regularly. The ability to scale customer engagement is a huge motivation to launch an insight community. million in open opportunities.

ROI 269

ROI Measurement Brands Net Promoter Score 269

Ecrion

NOVEMBER 19, 2019

There are over 7000 Customer Engagement Manager jobs in the US alone posted on LinkedIn at the time of this writing and that should come as no surprise: customer engagement is a really hot topic these days! Take the first steps by learning the what, why and how of the job: What does a Customer Engagement Manager do?

Customer Engagement 40

Customer Engagement Engagement Management 2016 40

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

2016 60

2016 Innovation Return on Investment Airlines 60

Alida

MARCH 21, 2018

It doesn’t tell you what to do next; it doesn’t identify parts of the customer journey that should be improved or how to fix those issues. CSAT, another way of measuring customer experience, also has disadvantages , primarily that these types of studies are conducted well after the transaction.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Optimove

OCTOBER 28, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Gartner results validate that Optimove is the visionary leader in building solutions to empower marketers to deliver highly personalized and relevant multichannel customer journeys. The vision of AI-led marketing is a hallmark of Optimove.

2024 52

2024 Marketing Download 2012 52

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Alida

MAY 8, 2018

Many brands are not delivering a great experience to customers, so it’s not helping CMOs win the engagement game. The State of Engagement: Bridging the Customer Journey Across Every Last Mile found that nearly half—47%—of organizations were deemed “not very good” in the CX department.

Customer Experience 173

Customer Experience 2016 2017 Leadership 173

Alida

MARCH 10, 2017

In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers. Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. Improve the customer journey.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

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. Trimboli highlighted three benefits of using customer insight. Early results show accelerated growth.

Customer Insights 145

Customer Insights Insights Webinar 2015 145

Eptica

SEPTEMBER 28, 2016

Date: Wednesday, September 28, 2016 Why making it memorable is key to customer experience success. Published on: September 28, 2016. This concept of the importance of memory is the central theme of the 2016 KPMG Nunwood Customer Experience Excellence study. Share this page on: Tweet.

Customer Experience 60

Customer Experience 2016 Social Media Multi-Channel 60

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. over the course of the year.

Customer Experience 54

Customer Experience 2016 Contact Center ROI 54

Alida

JULY 11, 2018

Another reason why insight plays a big role in the company is because CIBC sees customer experience (CX) as a true competitive differentiator. Customer insight helps reveal “key moments of truth” in the customer journey, helping the company identify and address potential buyer pain points. .

Insights 141

Insights Brands Banking ROI 141

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. Share this page on: Tweet.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. The risk is that your investment in digital could mean alienating more existing customers than attracting new ones. Share this page on: Tweet.

Customer Centricity 73

Customer Centricity 2016 Touchpoint Customer Experience Management 73

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. Author: Dharmesh Ghedia Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service.

Customer Service 60

Customer Service Contact Center 2016 Social Media 60

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Social Media 2016 Innovation 72

ReviewTrackers

JUNE 29, 2017

In today’s consumer culture, the creation of a great customer experience — and the ability to continue redesigning the experience — gives companies the opportunity to solve problems, improve customer engagement, and build stronger relationships with customers. What is Customer Experience Design?

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

Alida

NOVEMBER 10, 2016

“For most companies in most industries, getting customers enthusiastic enough to recommend a company appears to be crucial to growth,” he adds. A 2016 study by the advisory firm Temkin Group, for example, found a strong correlation between NPS data and customer loyalty. Net Promoter Score is just a starting point.

Net Promoter Score 208

Net Promoter Score NPS Metrics Measurement 208

Customer Interactions

AUGUST 3, 2016

According to a recent report from MyCustomer, “The 10 Marketing Priorities of Customer-Centric Brands: Insight Report 2016,” multichannel customer engagement—customer journeys that span mobile, voice call, web-based, in-person and other interactions—is no longer the exception, but a “new normal” for today’s customer experience.

Customer Experience 42

Customer Experience 2016 Customer Centricity Customer Journey 42

ClearAction

OCTOBER 16, 2019

A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. Marketing’s preoccupation with the first stages of the customer journey means weak attention to post-purchase stages. 3rd Key to Retention-Rich Marketing: Nimbleness.

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

Eptica

FEBRUARY 23, 2016

Date: Tuesday, February 23, 2016 Why it is time to focus on the customer service journey, not just the touchpoints. Published on: February 23, 2016. This is primarily due to the fact that most customer journeys span multiple departments, systems and silos of information. Share this page on: Tweet.

Touchpoint 49

Touchpoint Customer Service Social Media 2016 49

Eptica

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. From the customer point of view this appears simple, but in practice siloed systems, unintegrated channels and a lack of resources often prevent this vision becoming a reality.

Customer Service 48

Customer Service Multi-Channel Social Media 2016 48

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. The result?

Sales 79

Sales E Commerce E-support Contact Center 79

Eptica

JANUARY 25, 2017

Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. compared to January 2016, marking the fourth straight improvement in results. Overall, consumer satisfaction has risen to 77.8, out of 100 (up 0.5

Net Promoter Score 51

Net Promoter Score Brands Customer Service 2016 51

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer 2016 Contact Center Customers 49

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. Connected experience Consumers may have their smartphones always to hand, but that doesn’t mean that the customer journey is simple or straightforward. Share this page on: Tweet.

Mobile Customer Service 72

Mobile Customer Service Customer Service Social Media 2016 72

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. Consumers will expect that technological innovation is backed up by integrated customer service that spans multiple channels. Share this page on: Tweet. Share this page on: Tweet.

Insurance 52

Insurance Customer Experience 2016 2014 52

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Author: Angus Prentice The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations.

Customer Service 50

Customer Service Insurance Contact Center Social Media 50

Lumoa

AUGUST 23, 2021

A UJET survey done in early 2020 revealed that “72% of consumers age 18 to 64 said having the ability to text with a live agent in real-time would improve their overall customer service experience.” Casper, a pioneer in this method, created a text-bot for insomniacs in 2016. This doesn’t have to be strictly for support chat either.

Customer Experience 88

Customer Experience Social Media 2020 Customers 88

Totango

AUGUST 8, 2019

Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers. Whatever the scenario, customer success depends on optimizing the customer journey and nurturing them every step of the way.

Customer Centricity 91

Customer Centricity Customer Relationships Metrics Lifetime Customer 91

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. Share this page on: Tweet.

Consumers 49

Consumers Brands 2016 Social Media 49

Eptica

MAY 27, 2016

Date: Friday, May 27, 2016 Narrowing the gap between US and UK customer experience. Published on: May 27, 2016. 4 An end to silos and barriers Many UK organisations are still structured on departmental lines that don’t match the customer journey. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Contact Center 2016 49