Beyond Philosophy

FEBRUARY 19, 2019

Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. However, she knew the Customer Experience was a significant influence in the success of retailers in the disruptive retail environment of 2011 and beyond. During her tenure, Kahn asked retailers to describe their idea of a great retailer.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

C3Centricity

JANUARY 2, 2024

Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year. This past year has been particularly successful for C3Centricity, with many of our newest posts getting the top scores globally!

Customer centricity 114

Customer centricity Journey mapping Customer Experience Personalization 114

ShepHyken

MARCH 18, 2024

My Comment: Last week, Freshworks shared an article from an interview we did earlier this year.

Customer Service 213

Customer Service Government Customer centricity Customer Experience 213

Beyond Philosophy

JULY 23, 2019

User Privacy concerns came to a head in 2011, when the Federal Trade Commission (FTC) accused them of not upholding their privacy policy of sharing private information publicly. Facebook has a series of scandals over the years, going all the way back to 2007.

Consulting 225

Consulting Consulting Accountability Sales 225

CCNG

OCTOBER 19, 2022

Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Oracle, 2011) Customers who had a very good experience are 3.5x Oracle, 2011) 79% of consumers who complained are still not happy with the way their complaints are handled.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

24-7 InTouch

FEBRUARY 13, 2024

Beliveo was founded in 2011, and has a focus on providing scaled operations to global brands from Mexico. “We strongly believe in developing strong community roots to make our people feel valued, supported, and encouraged, knowing that they can do more than they ever thought possible”.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Beyond Philosophy

JANUARY 15, 2022

Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction.

Customer Experience 170

Customer Experience CRM Consulting Consulting 170

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 261

Customer Experience Advertising Employee engagement Sales 261

CSM Magazine

MARCH 7, 2024

The Birmingham-headquartered BPO which started out with just 20 full-time staff in 2011 and now employs over 5,000 people in the UK, USA, Australia and South Africa, is using the Encoded solution to streamline payment processes, strengthen the organisation’s security framework and improve the agent and customer experience.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Interactive Voice Response 52

Beyond Philosophy

NOVEMBER 15, 2019

1 November 2011. 14 February 2011. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Rocheleau, Matt. Whole Foods opens in Jamaica Plain” www.bostonglobe.com. 28 October 2019. < < [link] > Anderson, Rob. Resolved: Whole Foods Isn’t as Expensive as People Think It Is.” Boston.com. 28 October 2019. <

Construction 301

Construction Consulting Consulting Airlines 301

Contact Center Pipeline

DECEMBER 20, 2017

The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number of seniors topped 50 million, and the U.S. Census Bureau projects it to reach over 70 million in the next 25 years. In a fast-paced world, where conversations can be distilled […].

Contact Center 100

Contact Center Call Center Customer Service 100

CSM Magazine

MAY 16, 2023

Co-founded by Mr Gilburd and Mr Harfield in 2011, Sigma Connected has gone onto employ over 5,000 people at its offices in Birmingham, South Africa, Australia and the United States. Founded in 2011, Sigma employs over 5,000 people across the UK, South Africa, Australia and the United States.

outsourcing 52

outsourcing Business Process Outsourcing Telecommunications Government 52

AWS Machine Learning

JUNE 15, 2022

If you want to enhance the heatmap further, you can slice the data to only show reviews prior to 2011. Add one line of code to your custom visualization: # Table is available as variable `df` import altair as alt df = df[df.reviewTime_year < 2011] # Takes first 1000 records of the Dataframe df = df.head(1000). mark_rect().encode(

Engineering 81

Engineering Enterprise Advertising Scripts 81

Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking.

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

DECEMBER 19, 2016

In 2011, it ran a full-page newspaper ad telling people NOT to buy its jacket because consumption of goods causes environmental degradation. We’re encouraged to see the great interest from so many in making buying decisions that align with strong environmental values – and taking steps to get more directly involved as well.”.

Sales 353

Sales Banking Customer emotions Education 353

ShepHyken

JANUARY 25, 2017

For those that may not know what Dollar Shave Club is, it was started by Michael Dubin and Mark Levine in 2011. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. Currently there are more than 23 million views!)

Customer Service 232

Customer Service Sales Customer Care 232

CSM Magazine

MAY 6, 2024

Founded in 2011, HelloFresh has been thriving in the fast-paced atmosphere of the 2020s. While this has driven the growth of the fast-food market, it has also opened a space for healthier delivery options. At the moment, the biggest health-conscious delivery service is HelloFresh.

Technology 52

Technology Marketing 52

Concentrix

JANUARY 17, 2019

The Golden Peacock HR Excellence Award, introduced in 2011, The post Golden Peacock Win in HR appeared first on Concentrix. Concentrix wins prestigious Indian award Mumbai, India – Concentrix won the Golden Peacock HR Excellence Award!

72

72

TeamSupport

MAY 23, 2024

Before their partnership with TeamSupport began in 2011 , Jackrabbit relied solely on emails to handle customer support. Jackrabbit Technologies , an online class management software provider catering to children's activity centers, learned this firsthand. Enter TeamSupport.

Customer Support 52

Customer Support Education Enterprise Technology 52

Beyond Philosophy

OCTOBER 6, 2015

Even worse, according to the BBC, a German newspaper reported that they were told by one of their engineers at a part supplier in 2011 that this emissions test was a problem. Experts posit that these vehicles would emit 10 to 40% more than what shows up on the test. A class action lawsuit has already been filed in California.

Banking 406

Banking Consulting Consulting Government 406

Customer Interactions

JULY 7, 2015

Well it’s that time of year again, July in Vegas could only mean one thing, Cisco LIVE. We are excited to be a part of LIVE again this year which takes place July 10th – 14th. In fact you will find NICE in the collaboration section of the Cisco booth this year.

28

28

CSM Magazine

JULY 4, 2024

Founded in 2011, Sigma employs over 5,000 people across the UK, South Africa and the United States. Services include customer service management, collections, complaints handling, and vulnerable customer support. The company is also credited as being one of the pioneers of offshoring solutions to South Africa.

Customer Service 52

Customer Service outsourcing Business Process Outsourcing Government 52

ShepHyken

MARCH 21, 2017

She was named 2011/2012 Professional Woman of the Year by the National Association of Professional Women. About: Diana Oreck is a nationally and internationally recognized, results-driven, creative, senior executive with 30 years’ experience in the hospitality industry.

Consulting 202

Consulting Consulting Employee engagement Customer Service 202

ConvergeOne

NOVEMBER 11, 2021

Since 2011, ConvergeOne has received 30 awards from Cisco, which speaks to the enduring strength of our partnership. We truly believe that we are in this transformation together, and we want to stay engaged throughout the life of our customers’ contracts.

Customer Experience 105

Customer Experience Marketing Technology Management 105

CSM Magazine

NOVEMBER 2, 2023

Founded in 2011, Sigma employs over 5,000 people across the UK, South Africa, Australia and the United States. Services include customer service management, collections, complaints handling, and vulnerable customer support. The company is also credited as being one of the pioneers of offshoring solutions to South Africa.

outsourcing 52

outsourcing Business Process Outsourcing Government Surveys 52

Customer Experience Matters

MAY 10, 2018

We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA).

Customer Experience 81

Customer Experience 81

Inbenta

AUGUST 11, 2022

Founded in 2011, Inbenta ( www.inbenta.com ) is a global leader in the Conversational AI space. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. About Inbenta.

Chatbots 64

Chatbots Engineering Marketing Technology 64

Customer Interactions

JULY 7, 2015

Last week’s Voice of the Customer forum held in prestigious surroundings at the British Museum brought together over 100 delegates from industries ranging from telecoms to utilities, financial services to transport. Attendees were able to share cross-industry successes, best practices and opportunities with the NICE Fizzback solution.

Transportation 28

Transportation Best practices 28

CX Accelerator

FEBRUARY 6, 2019

For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. It means resolving the customer's implicit issue(s) as well as their explicit issue(s).

Contact Center 206

Contact Center B2C B2B Metrics 206

CSM Magazine

JANUARY 15, 2024

According to a 2011 survey, the proportion of blue-collar workers who started smoking was greater than that of white-collar professions (46% vs. 33%). The smoking rates differ by kind of work.

Transportation 52

Transportation Construction Healthcare Surveys 52

Steve DiGioia

NOVEMBER 7, 2016

According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience. “They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer?

Customer centricity 230

Customer centricity Customer Experience Surveys Feedback 230

Customer Experience Matters

DECEMBER 6, 2017

Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011.

Metrics 76

Metrics Surveys Customer Experience Best practices 76

OctopusTech

MARCH 9, 2021

We are as much dedicated to working on projects today as we were back since this company was established in 2011. With our many years of experience, we ensure that our clients get the results they deserve. We offer extreme flexibility with our processes and operations to give our clients a bespoke solution for their business requirements.

Call Center 62

Call Center Real estate outsourcing Telemarketing 62

Beyond Philosophy

JANUARY 18, 2016

Back in 2011, right after the huge bailout American taxpayers gave Bank of America (B of A) and other large financial institutions deemed “too big to fail”, the bank announced they would charge a $5 monthly fee for debit cards. The family changed cable companies and is now much happier with their service!

Airlines 274

Airlines Entertainment Banking Consulting 274

Sampson Lee

DECEMBER 1, 2011

Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come […].

Customer Experience 40

Customer Experience Management 40

IdeasUnlimited

JANUARY 6, 2021

Partnering with IdeasUnlimited for support services since 2011 has allowed TravelWifi to focus on expanding its customer base and increasing coverage. Therefore, soon after launch in 2011, TravelWifi reached out to IdeasUnlimited for taking over some of its support needs. TravelWifi; Global Pocket WiFi.

Wireless 52

Wireless Technical Support Customer Support Morale 52

IdeasUnlimited

JANUARY 6, 2021

Partnering with IdeasUnlimited for support services since 2011 has allowed TravelWifi to focus on expanding its customer base and increasing coverage. Therefore, soon after launch in 2011, TravelWifi reached out to IdeasUnlimited for taking over some of its support needs. TravelWifi; Global Pocket WiFi.

Wireless 52

Wireless Technical Support Customer Support Morale 52