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. Whirlpool, a global leader in smart appliances, shares insights from their global survey. Smart Home Startups to See at CES 2019. Executive One-on-One with Whirlpool & CTA. Tuesday, January 8.

2019 174

2019 Innovation Entertainment Events 174

TechSee

OCTOBER 31, 2018

Telecoms are harnessing the power of AI to process and analyze these huge volumes of Big Data in order to extract actionable insights to provide better customer experiences, improve operations, and increase revenue through new products and services. With Gartner forecasting that 20.4

2019 100

2019 Telecommunications Average Handle Time Call Center 100

CloudCherry

SEPTEMBER 6, 2018

Leaving the analysis to the computers removes human bias and increases the speed of insight – meaning organizations can make well-informed customer experience decisions more quickly. This can be incredibly powerful for customer experience insights and how you can improve your product. Impact Analysis. Causal Models.

Definition 221

Definition 2019 NPS Financial 221

InMoment XI

DECEMBER 15, 2022

It’s no understatement that you—along with every other business for that matter—are operating completely differently than you did in 2019. Once you have these insights, you are able to empower teams across your business to make informed business decisions and implement customer-pleasing digital experience trends.

Social Media 397

Social Media Metrics 2019 Customer Journey 397

CloudCherry

FEBRUARY 19, 2019

It will help analyze the channels in which you are most likely to lose or win based on historical data and give you actionable insights. The post 2019 Marketing Predictive Customer Experience appeared first on CloudCherry. If not, CloudCherry is the perfect option to begin this.

2019 170

2019 Customer Experience Marketing Touchpoint 170

Experience Investigators by 360Connext

OCTOBER 27, 2020

” Listening posts are integral to gathering the right insights at the right time and then turning those insights into action. There was nothing specifically designed to gather insights about the overall return process. What answers would provide the most helpful insights? How will we use the insights gathered?

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. Live from ModernCX 2019: 3 Days of Customer Experience Takeaways by SmarterCX Team. The post 5 Top Customer Service Articles for the Week of March 25, 2019 appeared first on Shep Hyken. (I wrote a book on it!) ” Key findings from the report.

2019 116

2019 Article Customer Service Competitive Advantage 116

Alida

JULY 15, 2019

We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness.

2019 140

2019 Customer Centricity Innovation Customer Insights 140

InMoment XI

NOVEMBER 2, 2022

Imagine if you were still operating your business in the same way you were in 2019. Just like that, we have proved that having a CX program that creates actionable insights provides a return on investment to the organization. Total nightmare, right? By taking action, you may be able to turn 100 calls per day into 80 calls per day.

ROI 370

ROI Return on Investment Airlines Call Center 370

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. The post Customer Experience Management in 2019 appeared first on Upstream Works. AI, Bots & RPA. www.upstreamworks.com.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. So, here’s a great article on surveys that will help you gain more insights from your customers. Improving CX: 5 Ingredients for Successful Customer Experience by LiveHelpNow!

Article 119

Article 2019 Customer Service Customer Service Training 119

Alida

AUGUST 16, 2016

The social business market, which runs largely on community platforms, is expected to reach $23 billion by 2019. billion by 2019 , representing a compound annual growth rate of 24.3 Companies need instantaneous feedback and insight. Insight communities. Why online communities are growing.

2015 0

2015 Social Media 2012 2019 0

BlueOcean

FEBRUARY 25, 2019

Whether an agent’s score is great or mediocre, they are going to want to know how to get their scores up, as well as getting more insight on exactly how to improve their communication with members. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? Are You Using 1999 Metrics to Measure 2019 Customer Care?

Customer Experience 290

Customer Experience Contact Center 2019 Customer Care 290

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! These numbers alone are already quite insightful.

ROI 123

ROI 2019 NPS Metrics 123

ShepHyken

AUGUST 12, 2019

Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Thematic) This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. So, let’s find out why “everyone” hates customer service.

2019 105

2019 Article Customer Service ROI 105

ShepHyken

APRIL 1, 2019

My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. It’s only going to get better. Follow on Twitter: @Hyken.

2019 107

2019 Article Customer Service Social Media 107

ShepHyken

MAY 27, 2019

My Comment: While this article has some great insight into why Amazon is at the top of their game when it comes to convenience (and one-day delivery), it also gives some insight as to why the competitive landscape of any type of business, not just retail, is becoming more difficult. Companies like Amazon raise the bar for everyone.

Article 113

Article 2019 Customer Journey Mapping Customer Service 113

ShepHyken

MARCH 3, 2019

This article focuses on home appliances, like TV’s, thermostats, and more, but it will give you insights into how some things we thought were space-aged technology just a few years ago are now reality. The post 5 Top Customer Service Articles for the Week of March 4, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2019 103

2019 Article Customer Service Omnichannel 103

Thematic

MAY 22, 2019

And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. CXPA 2019 – Source. CX professionals at CXPA 2019 – Source. The post The 3 Biggest Challenges Facing CX Teams In 2019 appeared first on Thematic.

2019 97

2019 ROI Metrics Hospitality 97

ShepHyken

JANUARY 14, 2019

Ten top tips for building a customer-driven company in 2019 by cp2experience. Panviva) Get a jumpstart on your 2019 planning with this collection of CX insights from our top 10 industry experts. The post 5 Top Customer Service Articles for the Week of January 14, 2019 appeared first on Shep Hyken. Of course you are.

2019 102

2019 Article Customer Journey Mapping Customer Service 102

CloudCherry

JANUARY 22, 2020

Not Acting on Insights. Failure to translate insights into action. A “state of the art” VoC program is one that requires your organization to achieve full integration across all your data types and to develop a customer-centric culture that uses VoC insights to make sophisticated business value calculations. Lack of priorities.

White Paper 243

White Paper Social Media Feedback 2019 243

ShepHyken

JUNE 24, 2019

My Comment: I am always reading about my favorite brands, hoping to gain insight into how they do what they do so well. The post 5 Top Customer Service Articles for the Week of June 24, 2019 appeared first on Shep Hyken. This article lists ten brands, and you will recognize most of them. Follow on Twitter: @Hyken.

Article 120

Article 2019 Customer Service Poor Customer Service 120

CX Accelerator

MAY 25, 2022

Here’s the Tweet I shared: After receiving 68 creative, funny, insightful replies from customer service and experience folks from all across the world, I knew that this is something others are also thinking about. She was the 2019/2020 recipient of the CloudCherry CX Influencer Award and is an ICMI Top 25 Thought Leader.

2005 316

2005 2012 Social Media Contact Center 316

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. Here are some of the hottest trends, technology, and takeaways from NRF 2019. Stay tuned as we add more interviews and insights below.

2019 100

2019 Retail Customer Experience Omnichannel 100

CloudCherry

FEBRUARY 26, 2019

It can also help organizations take a more informed stand on how they would like to approach analytics, based on current trends and guide them towards framing a more data-driven analytics framework for 2019. Identify and prioritize insights projects: Take a close look at your company to see which areas demand insights and which don’t.

2018 256

2018 2014 Measurement Retail 256

ShepHyken

MARCH 18, 2019

CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. Beyond The Arc) Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar this year. It’s another to properly use that feedback.

2019 94

2019 Article Net Promoter Score Customer Service 94

Alida

SEPTEMBER 30, 2016

In our customer-led world, the various types of online communities have become an indispensable tool to harness customer feedback and insight. DEWALT, the leader in the professional power tool market, recently revealed that it has saved close to $6 million in research costs alone since launching its insight community.

ROI 254

ROI 2016 E-support Sports 254

ShepHyken

NOVEMBER 11, 2019

CIO) Create customer-centricity by delivering seamless experiences, leveraging IT’s unique insights, and evolving your leadership mindset. There are three great tips; focus on delivering seamless experiences, take advantage of IT’s insights to improve a process and have a customer-centric leadership mindset. So, what’s your gap?

Article 96

Article 2019 Customer Service Customer Centricity 96

CX Accelerator

JANUARY 7, 2019

The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work. Conclusions I recently wrote an article for ICMI with technology upgrades for contact centers to consider in 2019. Let’s look at an example where we see NLP at work in the CX.

Net Promoter Score 275

Net Promoter Score Contact Center 2019 Technology 275

ShepHyken

APRIL 29, 2019

The website provides the customer with an exclusive insight into what the brand offers. The post 5 Top Customer Service Articles for the Week of April 29, 2019 appeared first on Shep Hyken. (KnowTechie) In today’s fast-paced digital world, e-commerce reigns supreme; no business can truly thrive without an online presence.

Article 20

Article 2019 Loyalty Programs Customer Service 20

ShepHyken

SEPTEMBER 30, 2019

CustomerThink) This article will provide you with an insight into how to use videos for customer retention and help you refine your own policy for the same using videos. The post 5 Top Customer Service Articles for the Week of September 30, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Article 19

Article 2019 Customer Service Contact Center 19

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. Instead of understanding relevant insights about your customer that each team can use to take action, an overabundance of data may cause them to struggle and stand still.

Customer Centricity 218

Customer Centricity Culture Insurance 2019 218

ShepHyken

NOVEMBER 4, 2019

Just some good customer service insights. Walker Insights) The reality is, we all want to be treated as an individual. The post 5 Top Customer Service Articles for the Week of November 4, 2019 appeared first on Shep Hyken. I read this article from my fellow customer service expert and couldn’t resist sharing.

Article 86

Article 2019 Customer Service Social Media 86

ShepHyken

NOVEMBER 25, 2019

Good insights on several trends that are leading us forward. The post 5 Top Customer Service Articles for the Week of November 25, 2019 appeared first on Shep Hyken. The author of this article shares her observations based on trends, not guesses, about the future of CX. It builds trust, and handled improperly, can erode it (quickly).

Article 96

Article 2019 Customer Service Culture 96