CustomerGauge

DECEMBER 13, 2016

2017 is already knocking on the door, so we thought it would be useful for our readers out there to know who are some of the top customer experience influencers they can follow in the upcoming year. The post 20 Customer Experience Influencers to Follow in 2017 appeared first on CustomerGauge.

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ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? The post 2017 Customer Experience Resolutions appeared first on ClearAction Customer Experience Consulting. It’s all about keeping your eye on the prize with a sensible plan.

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2017 Customer Experience Workshop Customer Journey Mapping 81

Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. The post Not To Be Missed: The Best Of 2017 appeared first on.

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2017 Net Promoter Score NPS 2018 119

CustomerGauge

JANUARY 6, 2017

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge.

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2017 NPS Net Promoter Score Customer Service 133

Alida

JUNE 1, 2017

The Vision Critical Auto CX Summit 2017 team: Paula Skier – Director, Automotive. If you’re heading to the Automotive CX Summit, please look for us there. Interested but not registered? Reach out to me for a discount code. Scott Miller – CEO. Mike Dieterle – Vice President, Sales. Manny Alamwala – Senior Business Development Associate.

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Automotive 2017 Retail Presentation 157

Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.

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2017 Metrics 2011 Customer Experience 91

Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years.

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2017 NPS Net Promoter Score B2B 106

Michelli Experience

DECEMBER 27, 2016

In 2017, why not set a new standard for experience delivery? Here’s the question – which 10% of your customers are you willing to dissatisfy? How about not settling for 90% satisfaction level but “perfect” experiences – flawless and caring ones which are delivered to every customer, every time – NO EXCUSES!

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2017 Hotels Leadership Customers 89

Beyond Philosophy

JANUARY 16, 2017

Help make 2017 a great year for your customers too. The post Ensure 2017 Is YOUR Year: 3 critical things to avoid! Moreover, that inbox will empty, almost as fast as the rum drink in your glass was just a few days ago! What mistakes would you add to the list? Let us know in the comments below. appeared first on.

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2017 Magazine Fashion Books 141

Experience Matters

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®.

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2017 Loyalty Download Consumers 64

Kerry Bodine

JANUARY 23, 2017

If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? But I believe that journey management roles will become a mainstay of customer experience teams in 2017. In short, excitement for journey maps has reached fever pitch. Because it’s not about the maps.

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Experience Matters

OCTOBER 3, 2017

Check out posts from other bloggers at www.cxpa.org/blogs/cxpa-admin/2017/09/27/cxdayblogcarnival. ” It is part of a broader celebration of Customer Experience Day.

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2017 Customer Experience Professionals Download Blog 94

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. The post Mixed feelings on 2017 CX Day! Twice as many brands sank as rose. The number of brands in the excellent category fell to zero.

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2017 2016 Omnichannel 2018 66

Experience Matters

MARCH 7, 2017

We published the 2017 Temkin Experience Ratings, the seventh annual release of this comprehensive customer experience benchmark. Here’s the executive summary: 2017 is the seventh straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.

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2017 Consumers Interaction Customer Experience 77

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience.

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2017 Consumers Customer Experience Customers 74

transcosmos Information Systems

DECEMBER 27, 2016

Cutting-edge technologies will continue to dominate in 2017. Without further ado, here are the top IT trends for 2017 that are likely to impact in varied ways those in the business and tech sectors: The Rise of the Bots. This means more efficiency and faster turnaround time for technology-based tasks.

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2017 E Commerce E-support Healthcare 0

Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. The post Report: 2017 Temkin Experience Ratings of Tech Vendors appeared first on Customer Experience Matters®.

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Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

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2017 B2C 2016 B2B 75

Experience Matters

OCTOBER 24, 2017

We published a Temkin Group report, Temkin Loyalty Index, 2017. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries. See sample spreadsheet (.xls))

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2017 Loyalty Download Consumers 53

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day. The post Mixed feelings on 2017 CX Day! Twice as many brands sank as rose. The number of brands in the excellent category fell to zero.

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2017 2016 Omnichannel 2018 61

Experience Matters

JANUARY 4, 2017

With my previous post, we declared 2017 “The Year of Purpose.” It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” During this year, companies will be: Elevating Purpose.

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2017 2016 Customer Experience Article 118

Experience Matters

JANUARY 4, 2017

With my previous post, we declared 2017 “The Year of Purpose.” It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” During this year, companies will be: Elevating Purpose.

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2017 2016 Customer Experience Article 118

Magellan Solutions

JUNE 19, 2017

Held at the International Convention Centre in Sydney, Australia, CEO Chua participated in CeBIT 2017—the largest business technology event in Australia—along with other Philippine delegates. CEO Chua also joined the Philippine delegation in the 2017 Software Development Expo and Conference (SODEC) in Japan. and Startrek.

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2017 Telecommunications Call Center Workshop 78

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The post Opentalk 2017: Building Trust between Customers and Startups appeared first on Talkdesk.

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2017 Customer Centricity Customers Customer Service Strategies 80

Clicktools

JANUARY 6, 2017

We’ve reached the end of the first week of 2017, which means it’s time to look into my magic ball and see the future. Here are five topics likely to headline 2017. 2017 will truly be a mobile-first year. The post CX Predictions and Tips for 2017 appeared first on Clicktools. Mind the millennials.

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2017 Multi-Channel 2004 Feedback 58

Experience Matters

APRIL 4, 2017

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all […].

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2017 Blog Consumers Customer Experience 80

ShepHyken

JANUARY 16, 2017

5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017. Experts Share Their Top Choice for 2017 Contact Center Technology by Hagai Shaham. Follow on Twitter: @Hyken.

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2017 Article Customer Service Contact Center 88

Experience Matters

JUNE 12, 2017

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them.

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2017 Loyalty Measurement Customers 64

ShepHyken

JANUARY 9, 2017

3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. 2017 Customer Experience Resolutions by Lynn Hunsaker. The post 5 Top Customer Service Articles For the Week of January 9, 2017 appeared first on Shep Hyken. This short article has a number of tips that will drive the “next time customer.”

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2017 Article Customer Service Loyalty 80

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

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ShepHyken

MARCH 13, 2017

47 Social Media Statistics to Bookmark for 2017 by Alex York. If you find that stat interesting you’ll love what Sprout Social has put together in a special report titled “47 Social Media Statistics to Bookmark in 2017.”. The post 5 Top Customer Service Articles For the Week of March 13, 2017 appeared first on Shep Hyken.

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2017 Article Social Media Customer Service 90

Experience Matters

MARCH 14, 2017

We just published a Temkin Group data snapshot, Media Use Benchmark, 2017. Here’s the data snapshot description: In January 2017, we surveyed 10,000 U.S. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot).

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2017 Consumers Customer Connectedness Customer Insights 72

Experience Matters

JUNE 7, 2017

Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries.

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2017 Insurance Banking Consumers 105

Talkdesk

DECEMBER 13, 2016

Talkdesk is bringing these heroes together next April for Opentalk 2017 to discuss and reshape trends in customer communication. Here’s a quick rundown of the details: Dates : April 25 -26, 2017. The post Announcing Opentalk 2017 appeared first on Talkdesk. There are other customer heroes like you.

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2017 2016 Omnichannel Events 40

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. When: July 17 to 19, 2017. Where: London, UK.

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2017 Events Customer Experience Customer Journey Mapping 50

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

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2017 Customer Engagement Engagement Contact Center 61

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization.

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