Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

The Key Steps to Improving Employee Engagement

<b>Customer experience author, blogger and speaker Colin Shaw discusses the crucial importance of having an employee experience strategy as part of the</b> …

Customer Experience

Will omnichannel someday die out because of Big Data?

After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel.<p>You probably know what omnichannel …

Customer Experience

United Blunder Prompts Airlines to Throw Cash at Their Problems - Bloomberg

For U.S. airlines, doing right this week meant plunking down cold, hard cash.<p>United reached a settlement with a passenger who was dragged off a plane …

Airlines

Be a Sherpa: Guiding Loyalty Through Consumer Experiences

What makes a customer choose to do business with a retailer for the first time? Better yet, what makes a customer loyal to that brand? It can be a …

3 Ultimate Factors of Business Performance

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving …

Customer Service

What Sets the Best Customer Experience Companies Apart?

I’ve written in the past about the one thing to focus on for companies that are just starting out on their customer experience journey. The advice is …

10 Lessons Learned Working In Customer Service

Lessons Learned Working In Customer ServiceWith so many stories of bad customer service we hear these days, many people are getting the impression …

Customer Service

Report: Humanizing Digital Interactions

We just published a Temkin Group report, <b>Humanizing Digital Interactions</b>.<p>Emotions play an integral role in how customers make decisions and form …

UX Design

Voice of Customer (and NPS) Program Resources

Temkin Group has researched VoC programs within hundreds of companies and helps many large organizations apply leading-edge practices and get the …

Customer Experience

Employee Experience Strategies that Work - Customer Experience Magazine

<b>I felt extremely humbled and privileged to be invited as a judge to the 2017 Employee Experience Awards. I’ve been lucky enough to have done this</b> …

Leadership

Royston Guest - What’s your compelling CX value proposition?

<i>“I thoroughly enjoyed Royston’s presentation at the European Customer Experience World - he certainly fits his billing as an accomplished conference</i> …

How To Become The Head Of Customer Experience

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, …

Customer Experience

How to discover what drives and destroys value $$$?

How using Design Thinking will fix Design Thinking

Design Thinking continues to be a hot topic (this article is one of many talking about it). Design Thinking has been hyped and even fetishized but there are also voices questioning its value, impact, and relevance.<p>Design Thinking faces criticism for its lacking integration with business and …

Design Thinking

CMO Priorities Conflict With Delivering On Customer Experience

New data from the CMO Club and Signal paint a conflicting picture of CMO priorities and what they plan to spend to retain existing customers and make …

Customer Experience

This Financial Services Company Gets the Most Customer Complaints

The company racked up a total of 14,510 CFPB complaints.<p>Which financial companies do people complain about the most? It might surprise you to learn …

21st Century

First Choice: Email Leads In Personalization, Survey Finds

Email remains the top personalization channel, with 72% of marketers using it and 71% rating it as very or extremely important, according to a survey …

Digital Marketing

Guess Which Big Airline Scored Lowest in the Airline Satisfaction Survey Again?

This may come as a surprise in light of recent events, but the nation's airlines did a better job of making customers happy this past year, according to a new study.<p>The industry scored 75 out of 100 points, a four percent increase, according to the American Customer Satisfaction Index (ACSI) 2017 …

Airlines

The Customer Success Hub Effect: A Conversation with Paul Piazza

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. …

SaaS

Improving the Employee Experience #SocBizChat

Customer experience has been top of mind for businesses large and small for a while now. We're all meant to be customer-centric organizations.<p>And …

Customer Experience

Colin Shaw - World leading Thought Leader on Customer Experience - Inspirational Speaker

THE INTUITIVE CUSTOMER CONVERSATION - UNDERSTANDING CUSTOMER BEHAVIOR.

• Why do your Customers do what they do?<br>• How can understanding customer behavior at a psychological level move your CX to the next level?<br>• How can you …

Oracle delivers artificial intelligence across its customer experience cloud

Oracle announced a slew of AI-driven capabilities across its Customer Experience Cloud Suite today that are designed to help users to deliver better, faster and more personal experiences.<p>If you think you’ve heard this before, it’s because Oracle joins its customer experience competitors in offering …

Artificial Intelligence

The State of Customer Experience

Customer experience and customer loyalty, though certainly not new concepts, are undergoing a renaissance. Spurred by the promise of new technologies …

The Surprising Secret to Sales Growth

Every company has ups and downs, but what if yours has had a few quarters of disappointing revenue? You might be thinking it’s time for a big …

Customer Experience