Interactions

MARCH 29, 2023

Among these is a Gartner study (as reported by CIO ) that projects the customer experience work-from-home (WFH) workforce will increase from 5% in 2017 to 35% this year, presenting an increased risk of sensitive customer data breaches.

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Interaction 2023 Average Handle Time Contact Center 62

Michelli Experience

DECEMBER 27, 2016

As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”. In 2017, why not set a new standard for experience delivery?

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2017 Hotels Leadership Customers 89

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®.

2017 64

2017 Loyalty Download Consumers 64

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

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? How must existing interactions evolve? 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.

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2017 Touchpoint Workshop 2016 76

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. Jeanne Bliss: I think big data, I prefer to think of it as operational listening, behaviorally listening and understanding what is really happening in customers’ lives as they interact with you.

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

ShepHyken

JANUARY 9, 2017

Fifty-eight percent of consumers and 77% of business buyers say tech has significantly changed their expectations of how companies should interact with them. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. 2017 Customer Experience Resolutions by Lynn Hunsaker. Follow on Twitter: @Hyken.

2017 80

2017 Article Customer Service Loyalty 80

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. When: July 4 to 5, 2017.

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2017 Events Customer Experience Customer Journey Mapping 50

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. Your customers should be able to comfortably interact across the entire journey only from their phone.

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2017 Multi-Channel 2004 Feedback 58

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. It works by leveraging self-learning artificial intelligence technologies to model customer language and dialogue interactions. Don’t believe me?

2017 76

2017 Social Media Technology Events 76

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

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

Bold360

JANUARY 5, 2017

Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. If your customer started an interaction in one place and wanted to transition to another channel like chat and got lost along the way, you lost business. … or be swept back by the tide as the competition races forward. Let’s look at some facts.

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2017 E Commerce E-support 2014 65

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.

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2017 Competitive Advantage Social Media Customer Centricity 48

ShepHyken

MAY 22, 2017

My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face. None of these allow for human-to-human interaction. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier.

2017 82

2017 Article Customer Service Airlines 82

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. When consumers have friendly customer service interactions online, they are 20% more likely to reach a resolution and 25% more likely to be satisfied 3. 52% stop buying after a bad customer service interaction 2.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

Amity

JANUARY 27, 2017

Lincoln Murphy recently published “ Customer Success: The Definitive Guide 2017 ” in which he defines Customer Success as occurring “when your customers achieve their Desired Outcome through their interactions with your company” There are two things I really like about this definition.

2017 57

2017 Customer Success Definition B2B 57

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries.

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2017 Financial Banking 2014 63

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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Contact Center 2017 Brands Hospitality 53

InMoment XI

MAY 4, 2022

However, the study’s 2017 findings, titled “ Work Redefined: A New Age ” focused on what companies can do to inspire loyalty: “With so much change, employees are looking for more stability, protection, and a safeguard against disruption. Metlife had similar findings in its 2011 Annual U.S. Give Employees the Time They Need.

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Loyalty 2011 Call Center Leadership 435

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. Ensure an Omnichannel Customer Journey Customers are no longer comfortable restricting themselves to a single interaction channel. Invest in Digital Channels Customers are increasingly keen on digital interactions.

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Insurance Customer Satisfaction Customer Experience Multi-Channel 195

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. In January 2017, ReviewTrackers reached out to a U.S.-based Over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing. based consumer panel with a 39-item, two-part survey.

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2017 Social Media Automotive Consumers 101

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

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2017 Article Customer Experience Chief Customer Officer 79

ShepHyken

FEBRUARY 27, 2017

How Positive Customer Interactions Drive Positive Results by Courtney Simpson. Each party wants to gain value from the interaction. My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Learn what they are doing right. Follow on Twitter: @Hyken.

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2017 Article Customer Service Retail 75

ReviewTrackers

FEBRUARY 22, 2017

South by Southwest (SXSW) will take place from March 10 through March 19, 2017 in Austin – and we here at ReviewTrackers are thrilled to be taking part in this epic event with an event of our own, The Customer Social. Our team is heading back to Austin this year, and you’ll be seeing ReviewTrackers at major SXSW Interactive events.

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Events Interaction E-support 2017 63

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. In 2017, companies are starting to switch from offering a wide array of channel options and letting customers choose their preferred channel, to strategically guiding customers in their online help centers to the best channel for resolution, depending on the reason for contact.

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2017 Multi-Channel Average Handle Time 2016 52

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. What did we hear, what did we see?

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2017 2018 Chief Customer Officer NPS 45

ShepHyken

JANUARY 30, 2017

This excellent article focuses on five traits that anyone who interacts with customers should practice. Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study.

2017 81

2017 Article Customer Service Airlines 81

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. When consumers have friendly customer service interactions online, they are 20% more likely to reach a resolution and 25% more likely to be satisfied 3. 52% stop buying after a bad customer service interaction 2.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. During a time where every advertisement we see on social media and every recommended product on Amazon is tailored to our individual interests, customer support interactions must follow suit. Not one who is simply following an “if this, then that” flow-chart.

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Interaction Social Media 2017 Advertising 56

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

2017 40

2017 Customer Experience Contact Center Customer Experience Professionals 40

ShepHyken

MAY 29, 2017

IT ProPortal) Twitter released new personalisation features, allowing customers to share their locations when interacting with branded chatbots through Twitter’s Direct Message service. The post 5 Top Customer Service Articles For the Week of May 29, 2017 appeared first on Shep Hyken. by Yaniv Reznik. (IT Follow on Twitter: @Hyken.

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2017 Article Customer Service Airlines 99

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

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2017 Customer Satisfaction Brands Contact Center 59

Talkdesk

JUNE 22, 2017

By providing entire text messages, teams can see beyond CSAT scores and gain visibility into feedback that adds new insights into interactions. The post June 2017 Product Release appeared first on Talkdesk. The CSAT Messages Report can also aid teams in performing analyses on metrics such as opt-outs and more.

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2017 Call Center Metrics Customer Journey 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Customer experience is the sum of every interaction with a brand.

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2017 Technology Sales Healthcare 41

CSM Magazine

JANUARY 23, 2017

If we quickly look back to 2016, the continued investments in mobility and social integration have created a wealth of new, rich data and opened the floodgates with regards to interaction channels that are available to customers. The evolution of these areas has created a springboard effect in the trends for 2017.

2017 40

2017 Multi-Channel User Experience Innovation 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Customer experience is the sum of every interaction with a brand. Leah: People are interacting with artificial intelligence and don’t even know it.

2017 41

2017 Technology Sales Healthcare 41