Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. Are you following these 5 critical customer experience trends? What are some of the customer experience trends we’ll see through the end of 2017 and into 2018?

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Lumoa

SEPTEMBER 16, 2020

There’s no denying that customer journey and customer experience are hugely important to the success or failure of a business. You want to keep your customers happy. One of the places in which the customer journey rises or falls is customer service. What is the Customer Journey?

Customer Journey 78

Customer Journey Customer Service Customer Journey Mapping Poor Customer Service 78

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.”. In other words – through delivering a well-executed customer experience. Importance of Journey Mapping. Reduce Costs.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

Alida

JANUARY 13, 2017

If you’re a marketing leader with CX responsibility, it’s likely you need to focus your efforts to meet business expectations in 2017—and you need to do so fast. Here’s what six of them told us about how to improve CX in 2017. First, establish a single view of the customer. ” How to win the CX war in 2017.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

InMoment XI

OCTOBER 10, 2024

Depending on your industry, your customers are not going to want specific, jargon-filled visuals on their feed. Focus on creating simple, clear visuals that entice a consumer to engage with you and take the next step in the customer journey. Accessed 9/24/2024. How Much Does Social Media Marketing Cost in 2024? ( [link] ).

Social Media 195

Social Media Management 2024 Multi-Channel 195

GetFeedback

JUNE 12, 2019

In this article, we’ll walk through a four-step process for identifying your most important customer touchpoints, from kickstarting an organization-wide conversation about the customer journey to ensuring that you have accurate customer data. . Put yourself in the customer’s shoes.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

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. What does this year have in store in the world of feedback, customer service, and customer experience? Here are five topics likely to headline 2017. 2017 will truly be a mobile-first year.

2017 58

2017 Multi-Channel 2004 Feedback 58

ShepHyken

OCTOBER 2, 2017

(Effectly) Creating a customer journey map is an important first step when it comes to your customer experience transformation. My Comment: Our first article recommended in this week’s Top Five roundup had to do with creating customer centricity. Follow on Twitter: @Hyken.

2017 84

2017 Article Customer Service Customer Journey Mapping 84

eGain Blogs

MAY 10, 2017

We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. We have been a perennial leader in the web customer service MQ. Web customer service is a subset of digital engagement, eGain’s area of focus for over 15 years.

2017 64

2017 Customer Engagement Engagement B2C 64

CSM Magazine

MARCH 25, 2025

The expansion of its flagship event comes at a critical time for the CX industry, with artificial intelligence rapidly evolving, cost of living pressures continuing, and volatile energy prices creating significant challenges for contact centres and frontline customer service staff.

2025 52

2025 2017 Events Innovation 52

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range.

Customer Experience 183

Customer Experience 2015 Omnichannel Retail 183

Bold360

JANUARY 5, 2017

Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. If a customer couldn’t find answers online, you lost business. If a customer couldn’t reach an agent or manage to ask a question or receive support, you lost business. … or be swept back by the tide as the competition races forward.

2017 65

2017 E Commerce E-support 2014 65

Forrester

MARCH 22, 2017

CX and Digital Marketing professionals need to accelerate the pace of change, so for 2017 we're deep-diving into four key themes: ● The future of digital CX. How do these new tools change customer behavior and expectations? Or to put it more simply, we're going way beyond the why and what to dig deeper into how. CX design and delivery.

2017 72

2017 Customer Experience Sports Events 72

ShepHyken

NOVEMBER 6, 2017

So, are your mobile strategies on par with the customer’s expectations? Consider a main point of the article: Smartphones are capable of hosting an entire customer journey, from discovery to purchase. 360Connext) Most leaders want to show customers they care, but many aren’t sure how to do that.

2017 85

2017 Article Customer Service Customer Service Training 85

ShepHyken

JUNE 12, 2017

Once defined, follow the six tips shared and you’ll have a better focus on how to get your best customers to keep coming back. How Micro-Moments Are Transforming Your Customer Experience & Impacting Your Sales by Tony Bodoh. Follow on Twitter: @Hyken.

2017 80

2017 Article Customer Service Metrics 80

Storyminers

MAY 31, 2017

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner.

2017 77

2017 Hotels Customer Experience Design Employee Experience 77

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. CMOs know there’s CX leadership gap.

Customer Experience 173

Customer Experience 2016 2017 Leadership 173

Alida

SEPTEMBER 22, 2016

Test your assumptions about the customer journey. Visionary Award winners Alliant Energy and the Art Gallery of New South Wales shared how they built the ultimate end-to-end customer journey. Companies must welcome customer feedback and continually test and learn from new ideas. Apologize when you make mistakes.

2016 267

2016 Innovation Marketing Insights 267

Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. But it did address a major customer experience pain point. They scaled it out; in summer 2017 it’s in 3,000+ hotels.

Travel 204

Travel Hotels 2010 Customer Journey 204

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Avaya

APRIL 3, 2017

I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. Knowing what a customer has done prior to the agent receiving the transaction is the secret sauce of the customer journey. I’ll definitely tweet about mine!

Customer Journey Mapping 58

Customer Journey Mapping Customer Journey Contact Center 2016 58

Customer Bliss

OCTOBER 4, 2016

If you’re working your way up the ladder in customer experience, or if you think you might be tasked with a big undertaking in 2017, this is invaluable advice. This is where you begin to understand and map out the customer journey. You want to make sure that you: Speak to/listen for customers.

Customer Success 166

Customer Success 2016 2013 Metrics 166

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Consider that a typical customer now owns three personal mobile devices , each with anywhere from 10 to 20 downloaded apps. It should be pretty easy to create and manage dynamic, multi-touch customer journeys.

Customer Journey 59

Customer Journey Multi-Channel Contact Center Customer Journey Mapping 59

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

CX Accelerator

FEBRUARY 12, 2018

VoC programs provide the intel that companies need to determine customer needs and wants, how customers value products and services so they know how to improve them, identify gaps in the customer journey and opportunities to refine processes, etc. In 2017, VoC maturity is still an issue. But that’s not all.

Customer Success 140

Customer Success 2017 Feedback Call Recording 140

ReviewTrackers

SEPTEMBER 23, 2021

To understand the restaurant customer satisfaction, you’ll need to understand how behavior has shifted. How the rise of new technology shifted customer expectations. How to remap the customer journey. The convenience of online ordering even pleases customers to the point that they are willing to spend more money.

Customer Satisfaction 114

Customer Satisfaction 2017 Multi-Channel 2018 114

Kerry Bodine

JANUARY 23, 2017

In short, excitement for journey maps has reached fever pitch. If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? Yes, journey maps are one of the most effective tools I’ve seen for understanding the end-to-end experience from the customer perspective.

2017 76

2017 Touchpoint Workshop 2016 76

Kerry Bodine

JANUARY 17, 2017

I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017.

2017 38

2017 Customer Experience Download Customer Journey 38

CX Accelerator

JUNE 19, 2018

55% of Customers would pay more for a better customer experience * *“50 Important CX Stats to Know,” Defaqto Research, July 19, 2017 CX Professionals know that designing an exceptional and memorable customer experience is very important. Temporarily take off all the hats you wear for just one – the customer hat.

Customer Experience 159

Customer Experience Customer Journey Airlines Customers 159

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. In 2016, customer service professionals continued to work hard to figure out how to best integrate and connect all of the disparate communication channels. Wed, 06/14/2017 - 16:54.

2017 52

2017 Multi-Channel Average Handle Time 2016 52

Kitewheel

JANUARY 4, 2019

This transformation has given us a clearer picture of the path customer journeys will take in 2019 and how we can best support the changing landscape. In this post, we will share a few reflections on the successes and failures of customer journeys from 2018 and four key customer journey predictions for the new year.

Customer Journey 45

Customer Journey 2019 2018 Customers 45

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

Customer Bliss

JUNE 20, 2017

” This is some degree of customer journey mapping. But then she began thinking about the preparation, emotional journey, and anticipation — i.e. getting your kids up, getting them ready for the train ride to the Stampede, etc. One major lesson during that time: “When does the experience begin?”

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. You need a strategy in place based off your customer journey.

2018 114

2018 Chief Customer Officer Touchpoint Customer Journey 114

Experience Investigators by 360Connext

JANUARY 7, 2020

For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.” ” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right?

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

Customer Bliss

JANUARY 3, 2018

I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ? Happy New Year! Bill Carmody of Inc Magazine recently listed my podcast as binge-worthy !

Leadership 188

Leadership Chief Customer Officer Customer Journey Mapping Magazine 188