Experience Investigators by 360Connext

DECEMBER 17, 2019

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! So with that in mind, let’s look back on… Our Top 10 Most Popular Posts Of 2019.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. This session addresses the voice-first experience including adoption and crossover strategies in smart home and connected entertainment. Connecting Objects, Homes and Cities. Wednesday, January 9.

2019 174

2019 Innovation Entertainment Events 174

Beyond Philosophy

DECEMBER 27, 2019

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. However, this year, I also learned how memories are connected, like a fishing net. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

2019 131

2019 Loyalty Customer Retention Consulting 131

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. I’m really excited to be a part of Customer Contact Week as they celebrate 20 years in 2019! Leaders must engage employees to deliver a great experience. Get the full agenda here!

Leadership 283

Leadership Culture Customer Centricity 2019 283

TechSee

OCTOBER 31, 2018

billion connected devices will be in use worldwide by 2020, more and more CSPs are jumping on the bandwagon, recognizing the value of artificial intelligence applications in the telecommunications industry. The post 4 AI Trends that will Transform the Telecom Industry in 2019 appeared first on Techsee.

2019 100

2019 Telecommunications Average Handle Time Call Center 100

CloudCherry

SEPTEMBER 6, 2018

We used path analysis and a structural equation model, which are causal models, to untangle the connections between experience drivers. The post The Definition of Predictive Analytics in 2019 appeared first on CloudCherry. Path Analysis.

Definition 221

Definition 2019 NPS Financial 221

BlueOcean

NOVEMBER 25, 2019

Below you’ll find the best customer service kudos of 2019 (so far!) Creating an instant connection with a total stranger over the phone takes a natural tone, a great attitude, and engagement in your work. The post Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best appeared first on Blue Ocean.

2019 156

2019 Customer Service E-support Customers 156

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? CX #CustomerExperience Click To Tweet.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Experience Investigators by 360Connext

NOVEMBER 16, 2018

What will happen in 2019? CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective. Which trends will matter?

2019 110

2019 Contact Center Customer Journey 2018 110

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. I’m really excited to be a part of Customer Contact Week as they celebrate 20 years in 2019! Leaders must engage employees to deliver a great experience. Get the full agenda here!

Leadership 227

Leadership Culture Customer Centricity 2019 227

ShepHyken

AUGUST 5, 2019

(Gallup) Our work with clients has shown that there are three core strategies to continue to optimize emotional connections as customers go digital. The future is digital, but to get customers to emotionally connect, it still takes some human interaction. 7 Critical CRM Trends to Keep an Eye on in 2019 by Zachary Totah.

2019 110

2019 Article Customer Service Customer Relationship Management 110

ShepHyken

AUGUST 26, 2019

37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different. Forbes) Sarkar details five strategies that any company can adapt in their own push to connect with, and capitalize on, customer needs.

2019 112

2019 Article Customer Service 2020 112

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. In a nutshell.

2019 95

2019 Innovation Telecommunications Events 95

Customers That Stick

DECEMBER 17, 2019

Over the years, I’ve had the honor of being recognized by a number of organizations as a customer experience thought leader, and in 2019, I was simply floored by the level of support. To my clients, bureau partners, social connections, CX friends, and other supporters — thank you!

2019 17

2019 Customer Experience 2020 Customers 17

NetBase

APRIL 2, 2019

Our 2019 Social Analytics and Artificial Intelligence Report deconstructs the struggle and offers insight to help! Identifying topics, trends, influencers your brand needs to connect with, along with tracking campaigns, trends and competitive intelligence available, requires a sophisticated tool. Let’s take a peek.

2019 90

2019 Social Media Consumers Insights 90

Hallmark Business Connections

MAY 27, 2021

“In 2019, for example, the Forrester CX Index revealed that a majority of companies were stuck, failing to improve their CX scores in any meaningful way. In the following video, “Connecting with Customers Through Empathy,” we share practical tips to help boost your organization’s emotional intelligence and business results.

Connections 92

Connections Customer Care 2021 2019 92

ShepHyken

MAY 12, 2019

My Comment: I’ve always cautioned that companies jumping into digital customer service solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett.

2019 97

2019 Article Loyalty Programs Customer Service 97

Michel Falcon Experience

JANUARY 10, 2019

Before we get into the 5 Customer Service Skills, make sure to connect with me on LinkedIn and let me know which Customer Service Skill you like the most – I’d be happy to answer any further questions you may have after reading the article! Question : what customer service skill do you believe you can implement within the next 90 days?

2019 151

2019 Customer Service Workshop Wireless 151

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. My wish for 2019 is to have leaders put their skin in the game. And, I’ll do you one better.

2019 92

2019 Customer Experience Leadership Webinar 92

ShepHyken

OCTOBER 7, 2019

At least for the foreseeable future, don’t ignore the importance of the human-to-human connection. The post 5 Top Customer Service Articles for the Week of October 7, 2019 appeared first on Shep Hyken. The fear is that companies are doing away with the human experience – and that fear has merit. We’re not quite there yet.

Article 117

Article 2019 Customer Service Customer Centricity 117

Experience Investigators by 360Connext

DECEMBER 8, 2020

Many goals that seemed perfectly reasonable in December of 2019 seemed downright hilarious in December of 2020. If you can’t connect your CX work to business results, it’s time to consider why not, too. This year, though, it feels a bit different. “Make more money!

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

ShepHyken

AUGUST 12, 2019

Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. A good CX that connects emotionally will customers to become loyal. The post 5 Top Customer Service Articles for the Week of August 12, 2019 appeared first on Shep Hyken. Well, that’s a bold (overtly general) statement.

2019 102

2019 Article Customer Service ROI 102

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. I connected with respected pros in the sector for their thoughts and best uses of AI in customer service. The post 5 Top Customer Service Articles for the Week of September 23, 2019 appeared first on Shep Hyken. (CMSWire) Artificial intelligence (AI) is here.

2019 105

2019 Article Customer Service Customer Journey Mapping 105

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. Today’s customers expect trust, and as the author states, it “has become the indispensable connective tissue between brands and customer loyalty.”. A quick read with some important reminders. It drives repeat business and loyalty.

2019 91

2019 Article Customer Service Guest Experience 91

Oracle

APRIL 1, 2019

In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial. There will be more ways for customers to connect to the company, but so what? Customers don’t care about terminology; all they care about is being able to connect with the brand however they want to.”

Omnichannel 108

Omnichannel 2019 Customer Experience B2C 108

Thematic

MAY 22, 2019

I really liked the way Andrew Million from ThyssenKrupp Elevator put it: “We get to connect the dots into one bigger picture”. CXPA 2019 – Source. CX professionals at CXPA 2019 – Source. The post The 3 Biggest Challenges Facing CX Teams In 2019 appeared first on Thematic. Turn the CFO into your biggest ally.

2019 97

2019 ROI Metrics Hospitality 97

CloudCherry

NOVEMBER 11, 2019

When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. Brava, Janet!

2019 170

2019 2020 Leadership Consulting 170

ShepHyken

MARCH 18, 2019

My Comment: The technical term “omnichannel” is really about a customer being able to connect with a company through any means they desire; phone, social media, messaging, etc. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. This article shares wisdom on the importance of an omnichannel strategy.

2019 90

2019 Article Net Promoter Score Customer Service 90

GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 Connect with her: www.cx-journey.com It’s interesting to take a look at this metric over time. When it was first launched in the third quarter of 1994 — a completely different era, it seems, from today — the score was 74.8 out of 100. out of 100. What’s going on here?

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Look for ways to connect those dots first. These sound-byte successes can help everyone connect the dots between the actions you are taking around CX and the results the business gains.

2020 250

2020 Net Promoter Score ROI Metrics 250

CloudCherry

FEBRUARY 6, 2020

Murphy Fraser is the Client Success Manager at Skillshare for Teams, an ICMI Top 50 Thought Leader & Featured Contributor, a recent top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, and my honored guest on this week’s ‘The Sweets of CX’. First off, why IS personalization so important?

Contact Center 195

Contact Center 2019 Customer Centricity 2020 195

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. Are You Using 1999 Metrics to Measure 2019 Customer Care? We can’t wait to chat about your needs. Read this next!

Customer Care 189

Customer Care Social Media Contact Center 2019 189

ShepHyken

DECEMBER 30, 2019

Using Social Media to Connect with Your Most Loyal Customers by Michael A. The post 5 Top Customer Service Articles for the Week of December 30, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

Article 85

Article 2019 Customer Service Social Media 85

ShepHyken

NOVEMBER 4, 2019

17 Resources for Customer Support Professionals: What to Read, Who to Follow, and How to Connect by Valeriya Yordanova. Sessionstack) Even though access to information is only one google search away, it’s still difficult to find and choose the resources that will help you and your team grow, learn, and connect.

Article 85

Article 2019 Customer Service Social Media 85

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Stay Connected to Agents. According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd., Providing the ability for agents to connect with customers face-to-face through video calls can go a long way for both parties.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

CloudCherry

AUGUST 19, 2019

Companies just can’t compete on product and price point alone anymore, and 80% of organizations expect to compete based on customer experience (CX) in 2019 and beyond. Today, this new job function is evidence of one of the most important competing factors in today’s business environment: customer centricity.

Customer Centricity 218

Customer Centricity Culture Insurance 2019 218

TechSee

JUNE 10, 2021

The number of electronic devices connected to the Internet of Things (IoT) has skyrocketed, and the trajectory is expected to continue. Gartner predicts that by 2025, algorithms and bots will schedule over 70% of field service work at automated schedule optimization-dependent field service providers, up from less than 25% in 2019. .

Innovation 207

Innovation 2025 Transportation Consumers 207