ShepHyken

NOVEMBER 6, 2017

Three Lessons From Superhero Team-Ups For Customer Service by Paul Selby. ( And, even if you’re not, there’s some great information here – three simple ideas to help take your customer service to the next level. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

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Customer Service Customer centricity Education Marketing 213

ShepHyken

JULY 17, 2017

But, if you encounter a good system, or decide to implement one in your company, this article shares a few ways chatbots can positively impact your customer service. 6 successful customer experience strategies – tips from the experts b y Jessie Day. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Chatbots Government Customer centricity 76

ProProfs Blog

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Beyond Philosophy

JULY 19, 2018

The British Medical Association (BMA) lobbied for an opt-out system for organ donation in the UK, and in late 2017, Prime Minister Theresa May announced that England would do it, following the lead of Wales who had implemented the system. You could argue that it puts the needs of the organization above the customers. 13 October 2017.

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Customer centricity Government Consulting Consulting 498

ShepHyken

AUGUST 21, 2017

1 0 Things That Matter to Customers and How These Affect Your Business [Infographic] by Adel Zsurzsan. Transcosmos) In a customer-centric industry, your business should be able to identify and relate with customers’ wants and needs. These concepts are important to every business. Follow on Twitter: @Hyken.

Customer Service 47

Customer Service Customer centricity Customer Support Customer Care 47

Beyond Philosophy

DECEMBER 5, 2017

The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. said complicated customer issues are their most significant challenge. 13 November 2017. 21 November 2017. <

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Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

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Self service Best practices Customer Experience Call Center 402

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. PwC, 2017). Customer Centricity Are you obsessed with your customers?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

AUGUST 23, 2017

Thomas used that data vault to inform the frameworks he shared in his presentation about Building Customer Centric Organizations, and we’ve summarized those frameworks below. Thomas answered four primary questions in his presentation: Why do organizations need to be customer-centric now?

Customer centricity 66

Customer centricity Benchmark Education Analytics 66

ijgolding

JULY 25, 2017

Fast forward to 2017. People who seem to completely ‘get it’ — the need to become ever more customer centric to enable sustainable business growth. It is more common than not to find businesses in 2017 whose employees have little sense of the following: What the business purpose is. They were sadly not.

Customer centricity 68

Customer centricity Banking Finance Consulting 68

ShepHyken

DECEMBER 8, 2017

Therefore, making use of state of the art could be a means to reach the goal of delighting the customer. Acknowledge the Mobile Social Customer. According to a research , in 2015, 25 percent of the world population was using a smartphone and it was forecasted that by 2017, a third of the world population will be using it.

Contact Center 113

Contact Center Customer Service Virtual Agent Chatbots 113

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer centricity 59

Customer centricity Marketing Journey mapping B2C 59

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! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. What do Kayako’s founders recommend?

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Customer Experience Matters

NOVEMBER 15, 2017

One of the team’s strategic objectives this year was to make sure that CX is considered in decisions made across the company, and to that end it developed empathy programs, widely shared customer insights both horizontally and vertically, and established Enterprise and business unit metrics that incentivize an outside-in Read More.

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Customer centricity Enterprise Metrics Customer Experience 67

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Nedbank – I have walked the customer centricity journey with this great bank for over a decade.

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B2C B2B Customer centricity Big data 138

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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. Those who invest in actionable knowledge transfer will see their Customer Experience efforts evolve in 2017.

Education 59

Education Customer Experience Customer centricity Government 59

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp. Click here to read the original.

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Contact Center Journey mapping Entertainment Chatbots 68

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. On the 3rd October 2017, the world will once again celebrate CX Day. Click here to find out about my Customer Experience Book!

Customer Experience 63

Customer Experience Customer centricity Technology Management 63

Beyond Philosophy

DECEMBER 20, 2016

Because antecedent approaches to employee engagement (through research and application) are principally about productivity and fit or alignment, and offer an organization only modest insight about level or degree of customer-centricity, more connection between employee behavior and customer behavior builds focus, effectiveness, and profitability.

Customer centricity 150

Customer centricity Enterprise Employee engagement Consulting 150

Peter Lavers

JULY 19, 2016

Nedbank Retail, one of South Africa’s leading banks, has appointed WCL Customer Management Ltd to co-create its Treating Customers Fairly (TCF) deployment model in advance of TCF legislation due to be promulgated in 2017. Tweet to @PeterLavers.

Management 100

Management Banking Customer centricity Customer Experience 100

Lumoa

DECEMBER 5, 2017

— Slush (@SlushHQ) 30 November 2017. "Each " @markpinc #slush17 — Nestholma (@nestholma) 30 November 2017. slush17 #UserExperience @veen pic.twitter.com/NBgNhA2Jv5 — Columbia Road (@columbiaroadcom) 1 December 2017. AI comes to Customer Experience - bad or good? Lavas (@lavas) 29 November 2017.

Healthcare 102

Healthcare Customer centricity Engineering Analytics 102

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer centricity 48

Customer centricity Marketing Best practices Upselling 48

Beyond Philosophy

DECEMBER 22, 2015

Cisco anticipates that video will represent 70% of consumer Internet traffic by 2017, up from 57% now. The element of content getting the most attention – and the greatest year-to-year rate of increase – is video marketing, aka rich video. Why and how? For example, YouTube is actively used as a source for consumer content.

Marketing 231

Marketing Engineering Consulting Consulting 231

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 1 Accenture.

Customer Experience 51

Customer Experience Customer centricity Self service Marketing 51

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric?

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

CustomerGauge

JANUARY 12, 2017

Sage Group Plc Is Customer-Obsessed Sage Group, a British multinational enterprise software company closed the year 2016 with excellent business results. In November, CEO Stephen Kelly published a press release, which highlighted Sage’s achievements throughout the year and the company’s customer-centric goals for 2017.

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Customer centricity Enterprise 90

Talkdesk

JULY 21, 2017

Talkdesk is packing our bags and hitting the road for the 2017 Talkdesk Road Show ! It’s the perfect time for your company to learn more about how tomorrow’s technology can benefit today’s customers; we’ll be showcasing Talkdesk and talking about the intelligent technology that powers our software.

Contact center software 9

Contact center software call center software Government Customer centricity 9

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.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Talkdesk

JANUARY 25, 2017

Opentalk 2017 is exactly three months away. Our team has been hard at work to make this year’s Opentalk the most incredible customer experience event of the year and we’re very proud of what we have to share with this year’s attendees. Customer-centric community. Early-bird discount. Visit the sponsor Expo.

Customer centricity 46

Customer centricity Customer Experience 46

inSided

FEBRUARY 5, 2021

It covers where we started, how we got to where we are now, and how our teams, company, and most of all – our customers – have benefited as a result. First, let’s head back to the year 2017.

Customer centricity 52

Customer centricity Feedback 52

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Bruce Temkin , a customer experience transformist. of companies.

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Contact Center Technology Benchmark Chatbots 64

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They will be awarded two free passes to the C3 2017 event.

Customer Experience 49

Customer Experience Airlines Customer centricity Best practices 49

Beyond Philosophy

DECEMBER 20, 2017

As companies strive to become more stakeholder-centric in all things they do, we believe that the emphasis on building strong employee ambassadorship will continue to increase as a core objective. You Also Might Like… 2017 the Year of Undelivered Promise. Social Customer Service: The Savior to a Successful Omni-Channel Strategy.

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Customer advocacy Employee engagement Consulting Consulting 170