Contact Center Pipeline

JULY 6, 2016

I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we’ve published quite a few as well. One thing that these centers have all had in common is the belief that culture is the driving force behind much of their success.

Contact Center 100

Contact Center Journey mapping Call Center 100

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Customer Journey Designing. Companies will recognize this opportunity and dramatically increase their focus on emotion in 2016. Effort Metric Expanding.

Customer Experience 45

Customer Experience Journey mapping Analytics Metrics 45

Return Customer

JULY 10, 2019

According to Forbes, companies have lost $75 billion in 2018 owing to poor customer service, and this number has risen by $13 billion since 2016. 34% of companies are implementing “customer journey mapping” into their customer service. The last thing any company would want is lost customers and the resultant loss in revenue.

Customer Service 109

Customer Service Journey mapping Advertising Chatbots 109

Customer Interactions

APRIL 8, 2016

Featuring Shep Hyken @Hyken as our tweet of the week; Marketoonist.com with their take on Customer Journey Mapping; Marketingland.com talking about companies not taking mobile feedback seriously enough; Jammed packed with content, cartoons, quotes, tips and facts, you won’t want to miss this week’s CX Buzz.

Journey mapping 51

Journey mapping Customer Experience Feedback 51

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. To access, simply visit check this link: The Forrester Wave™: Journey Mapping Platforms, Q2 2022. How far has it come?

Journey mapping 52

Journey mapping SaaS Marketing Analytics 52

Verint

MARCH 21, 2017

Just upgrading a touchpoint is so 2016. Much has been written about how to develop a customer journey map. Comparing current and desired experiences is a good foundation for a CX plan. It’s a popular topic, and many professionals across different experience areas have put their own spin on the process.

Journey mapping 24

Journey mapping Customer Service Customer Experience 24

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5% The last batch of reports were broad-based in their coverage.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

ProProfs Blog

DECEMBER 23, 2019

Whereas for help desk, customer journey mapping becomes a piece of cake. They have successfully used customer journey mapping to gain insights into new opportunities. The Disney Magicband is the result of their customer journey mapping efforts. Grumpy Carer (@GrumpyCarer) November 14, 2016.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

CX Journey

JUNE 20, 2017

It was published on their blog on September 28, 2016. They are derived through primary research - research that can then also be used for your customer journey maps in Step 4. They tie in nicely to your journey maps and are necessary to begin that exercise. Why are companies in business? For customers, right?

Journey mapping 65

Journey mapping B2B Accountability Feedback 65

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In today's post, I'll pick up with the next step, mapping the customer journey, an important tool that helps put the customer front and center. They describe what customers are doing, thinking, and feeling at each step in the journey.

Journey mapping 58

Journey mapping Customer centricity Feedback CRM 58

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. It is extremely common to find businesses with lots of customer insight activity, with an NPS or CSat programme or both in action. Enough customer personas have been created by businesses to launch a new country!

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

ClearAction

DECEMBER 16, 2017

B-to-B Customer Journey Maps: New Wisdom. Business-to-Business Customer Experience Strategy for 2016 & Beyond. Solving Complex Challenges through B2B Customer Experience. Making Transformational Changes through B2B Customer Experience Management. Images purchased under license from Shutterstock.

B2B 86

B2B Customer Experience Benchmark Journey mapping 86

CX Journey

DECEMBER 31, 2015

What shall we list as our resolutions for 2016? Let me know how you make out on these resolutions in 2016! And if you write them down and put them out into the universe, you definitely need to be accountable for them. So, let's resolve to do something! Let's resolve to improve the customer experience. Sheldon.

Customer Experience 47

Customer Experience Journey mapping Government Analytics 47

CSM Magazine

FEBRUARY 8, 2017

Companies surveyed in the 2016 ASQ Global State of Quality believe that a mature quality system focuses on proactively creating value rather than simply being relegated to compliance activities. Step 1: Create an End-to-End Journey Map, including marketing and sales processes.

Journey mapping 61

Journey mapping Consulting Consulting Surveys 61

Clarabridge

JANUARY 11, 2017

Are you wondering where 2016 went? Customer Journey Map Template. Building a customer journey map is one of the first steps toward effective customer experience management, but it’s hard to know where to start. Learn more here: Customer Journey Map Template. So, in case you missed it….

Journey mapping 40

Journey mapping Surveys Customer Experience Marketing 40

COPC

AUGUST 10, 2016

will be hosting a Customer Journey Mapping Workshop –. will lead a discussion on the what, why, and how of customer journey mapping. Brenstein will lead a wider group discussion about customer journey mapping, delivering on brand promise and improving the customer experience. April 26, 2016, Phoenix, AZ.

Journey mapping 40

Journey mapping Benchmark Entertainment Airlines 40

CX Journey

SEPTEMBER 8, 2016

It appeared on their blog on January 7, 2016. Map the employee journey for a variety of tasks that employees do every day Journey mapping creates awareness for the steps that an employee takes to do whatever it is that he's trying to do within the organization. It's real, and your employees matter.

Journey mapping 49

Journey mapping Customer Experience Airlines Surveys 49

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Journey Map s: A customer journey map is the ultimate tool to help connect all employees to how they contribute to - and impact - the customer experience. I originally wrote today's post for Clicktools. Quite simply: without employees, you have no customer experience.

Customer Experience 61

Customer Experience Journey mapping Employee engagement Feedback 61

ClearAction

JUNE 18, 2016

Customer experience journey mapping (CXJM) may reveal who’s involved at each stage of buying and rebuying decisions — if you structure your CXJM data collection right. B2B Customer Journey Maps: New Wisdom. B2B Customer Experience Strategy for 2016 & Beyond.

Customer Experience 54

Customer Experience B2B Management Journey mapping 54

COPC

APRIL 14, 2016

Featured Event: April 26, 2016, Phoenix, AZ. IARE 2016 SYMPOSIUM at Hyatt Place Phoenix . hosts a lunch seminar with Contact Centre Institute of New Zealand (CCiNZ) to discuss customer journey mapping. This global events calendar provides you an overview of where you can find COPC Inc. Judi Brenstein of COPC Inc.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

ClearAction

NOVEMBER 14, 2017

B-to-B Customer Journey Maps: New Wisdom. Business-to-Business Customer Experience Strategy for 2016 & Beyond. Solving Complex Challenges through B2B Customer Experience. Making Transformational Changes through B2B Customer Experience Management. Image purchased under subscription to Shutterstock.

B2B 59

B2B Customer Experience Journey mapping Engineering 59

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. However, in 2016 Forrester has already reported that. Customer Journey Maps. Ian Golding suggests that companies need not only to create customer journey maps, but to manage customer journeys.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

ClearAction

OCTOBER 25, 2018

As such, customer experience tools are being embraced by marketers: journey mapping, personas, single view of the customer, story-telling, customer life cycle management, and customer lifetime value. 1 Customer Satisfaction Research Study , MarketingSherpa, December 2016. 6 Drucker on Marketing , William Cohen.

Customer centricity 59

Customer centricity Marketing Journey mapping B2C 59

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Customer Journey Mapping. According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. In 2019, Salesforce forecasts a "sustained and solid U.S.

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

CX Journey

AUGUST 8, 2017

It appeared on their blog on December 30, 2016. One final thought: Don't just map your customer journey. Map your employee journey, as well; it's a journey that begins long before the candidate signs on the dotted line to become an employee. How well have you thought out your candidate experience?

Customer Experience 56

Customer Experience Journey mapping Feedback Surveys 56

ClearAction

NOVEMBER 26, 2017

Originally published as an Advisor monthly column on CustomerThink.com as Business-to-Business Customer Experience Strategy for 2016 & Beyond. B-to-B Customer Journey Maps: New Wisdom. Business-to-Business Customer Experience Strategy for 2016 & Beyond. Business-to-Business Customer Experience: What’s It Like?

Customer Experience 54

Customer Experience B2B Journey mapping Customer emotions 54

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. They are doing this by reevaluating omnichannel experience through change management activities, advanced journey mapping, and the application of analytics.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

ClearAction

DECEMBER 31, 2015

” B-to-B Customer Journey Maps: New Wisdom. ” Business-to-Business Customer Experience Strategy for 2016 & Beyond. “What do we need to do daily to support a customer at each phase of customer journey processes?

Customer Experience 54

Customer Experience B2B B2C Journey mapping 54

Eptica

MAY 30, 2018

Research from both sides of the Atlantic provides clear evidence of the link between superior CX and company success: - A $100 investment in 2000 into a portfolio of the top brands in the American Customer Satisfaction Index provided a return of over $760 by the end of 2016.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

CX Journey

MARCH 29, 2017

It was published on their blog on April 26, 2016. Journey maps are great tools to help with this.) Image courtesy of hundrednorth I originally wrote today's post for Clicktools. I'm an "employees more first" advocate; so while I understand their point and this challenge, I'd still like to see more focus placed on employees.

Journey mapping 47

Journey mapping Coaching Feedback Customer Experience 47

Customer Interactions

JULY 7, 2015

Gartner believes that by 2016, companies will compete primarily on the customer experiences they deliver and success, this week’s authors claim, is in the details. It's 2015 and the stakes are high.

Journey mapping 28

Journey mapping Personalization Customer Experience 28

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Customer Journey Mapping. According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. In 2019, Salesforce forecasts a "sustained and solid U.S.

Call Center 49

Call Center Management Contact Center Journey mapping 49

Taylor Reach Group

JUNE 11, 2018

Previously, we discussed statistics related to the organization and customer journey mapping. In 2016, 68.6% Digital Channel: In 2016, The Global Contact Center Benchmarking Report outlined that 42% of all customer interactions had become digital. A Customer Knowledge Base Is Now a Common Contact Center Practice.

Contact Center 50

Contact Center Self service Scripts Call Center 50

ClearAction

DECEMBER 27, 2017

B-to-B Customer Journey Maps: New Wisdom. Business-to-Business Customer Experience Strategy for 2016 & Beyond. Solving Complex Challenges through B2B Customer Experience. Making Transformational Changes through B2B Customer Experience Management. Photo purchased under license subscription from Shutterstock.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

CSM Magazine

DECEMBER 20, 2016

In 2016, the questions of ownership and business impact of customer experience management are still open. In 2016 no one has the luxury of ignoring the customer anymore if they want to stay competitive and not to be ridden out of the market by more far-sighted rivals. Learn more from the CRM consulting perspective.

Customer Experience 40

Customer Experience Chief Customer Officer Government Journey mapping 40

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Our favorite content from Ian : Customer Journey Mapping – are ‘static’ maps a waste of time and money? Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe). Jake Perez.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. You'll take what you learned during listening and journey mapping and redesign the experience to meet your customers' needs. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 40

Customer Experience Journey mapping Metrics Customer centricity 40