CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The downside is that this effects growth and profitability.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

2017 49

2017 Workshop Events Customer Experience Professionals 49

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. Customer Experience Conferences and Events.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Webinar 186

Webinar 2017 Financial Measurement 186

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. Who can apply? Intrigued? Serina holds a M.S.

2017 49

2017 Customer Experience Hotels Airlines 49

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 40

Customer Experience Management Customer Experience Management Multi-Channel 40

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos.

2017 40

2017 Demo Customer Experience Management Feedback 40

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos.

2017 40

2017 Demo Customer Experience Management Feedback 40

Alida

NOVEMBER 29, 2017

Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. Forrester’s Customer Experience Index , an annual report that ranks the CX performance of 314 brands in the U.S.,

2017 127

2017 Leadership Customer Experience Professionals Metrics 127

Customer Alignment

DECEMBER 18, 2017

This was the first time we heard of how experiences, rather than product or service, are a distinct economic offering. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. What did we hear, what did we see? Othello ) So, there was much talk.

2017 45

2017 2018 Chief Customer Officer CEM 45

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. But you have to trust the solution you’re using.

2017 40

2017 Call Recording Social Media Call Center 40

Clarabridge

JANUARY 6, 2017

Recently, Forbes contributor Bernard Marr put together his 2017 tech predictions. Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. But you have to trust the solution you’re using.

2017 40

2017 Call Recording Social Media Call Center 40

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

CSM Magazine

MAY 30, 2017

Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience.

2017 40

2017 Customer Experience Customer Journey Mapping ROI 40

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

COPC

APRIL 3, 2018

This 76-page report extends trendlines from previous CXMB Series Corporate Edition reports and continues to provide broad channel coverage, while also exploring new topics such as channel consistency, quality programs and customer experience priorities. About the CXMB Series. A joint research project between COPC Inc.

2017 40

2017 Customer Experience Management Customer Experience 2012 40

CloudCherry

MARCH 19, 2019

In their 2017 report “Drive Business Growth with Great Customer Experience” their models demonstrate “revenue potential clearly increases with higher CX Index scores.”. Connecting these numbers to CX improvements is the tough part. Reduce Costs. A stronger CEM program can reduce unnecessary costs for the business.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

2017 40

2017 Workshop Events Customer Experience Professionals 40

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

2017 40

2017 Workshop Events Customer Experience Professionals 40

Clarabridge

JULY 20, 2017

Show us how you’re delivering state-of-the-art customer experiences! We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. Winners will be publicly celebrated at the Clarabridge C3 event on 10 and 11 October 2017 in London.

2017 40

2017 Customer Experience Multi-Channel 2018 40

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Webinar 150

Webinar 2017 Financial Measurement 150

Clarabridge

FEBRUARY 21, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. Who can apply? Intrigued? Serina holds a M.S.

2017 40

2017 Customer Experience Hotels Airlines 40

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Webinar 150

Webinar 2017 Financial 2018 150

COPC

JULY 21, 2017

The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. Online shoppers are nearly 25% more likely than in-person shoppers to recommend purchases to friends and family based on their shopping experience.

2017 40

2017 Consumers Presentation Customer Experience Management 40

BirdEye

MARCH 27, 2025

Poor crisis management examples While some companies excel in crisis management, others fall short, and the results can be disastrous. Uber (sexual harassment scandal) Ubers internal culture came under fire in 2017 after multiple allegations of sexual harassment and a toxic workplace environment.

Brands 52

Brands Management Airlines Poor Customer Service 52

Experience Investigators by 360Connext

JANUARY 23, 2024

A joint study by McKinsey and NielsenIQ found that customers care about sustainability – and they’re willing to pay more for sustainable goods. Be a Mind Reader (Sort of) Proactive is the New Cool : Customer experience management is still relegated to reactive customer service in too many organizations, in my opinion.

Customer Experience 143

Customer Experience 2024 Omnichannel Customer Journey Mapping 143

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

White Paper 160

White Paper 2014 2015 2012 160

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service. Come back to our blog tomorrow for a recap of Day 2 at C3!

2017 40

2017 Insurance CEM Customer Centricity 40

COPC

FEBRUARY 8, 2018

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston , hosted by Execs In The Know. In addition to the report’s release, COPC Inc. For this, both COPC Inc.

2017 40

2017 2018 Consumers Customer Experience Management 40

ShepHyken

JULY 16, 2018

My favorite of the seven lessons is number three, which is to recognize that no matter how often we do what we do, it might be the customer’s first time. A Comprehensive Career Guide For Aspiring Customer Experience Manager s by Shruti Sarkar . A Better Customer Experience In The Future?

2018 16

2018 Article Customer Service Travel 16

Beyond Philosophy

MARCH 13, 2017

In our Customer Experience Management Training , we use stories of truly horrendous customer experiences to get them laughing while also absorbing a key concept. Join our Value-ology webinar on 30th March 2017 to learn how to create and deliver best value for your customers.

2017 125

2017 Webinar Leadership Customer Experience 125

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

2017 46

2017 White Paper Blog Competitive Advantage 46

IntouchInsight

JANUARY 11, 2018

Thank you for all of the views, clicks, shares and likes in 2017! We have lots of exciting new content in store for you in 2018 - but before we get to that, we wanted to take a moment to reflect on some highlights from 2017.

2017 48

2017 Blog Insights 2018 48

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. “It’s every contact the customer has with your people, your product, and the way it is delivered. ” – Shep Hyken.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

ProProfs Chat

JULY 19, 2019

The result of poor customer service is pretty self-evident in the digital age. Every instance of bad customer service and experience is now documented over the internet to be viewed endlessly by everyone online. Tyler Bridges (@Tyler_Bridges) April 9, 2017. Tips to Improve Customer Experience.

Customer Experience 93

Customer Experience Omnichannel 2017 Poor Customer Service 93

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

2017 40

2017 White Paper Blog Competitive Advantage 40

Eptica

APRIL 12, 2017

Date: Wednesday, April 12, 2017 Shaping the future of customer experience. Published on: April 12, 2017. Author: Olivier Njamfa Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike.

Customer Experience 55

Customer Experience 2017 Retail Contact Center 55