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2020 Vision: 3 Customer Experience Trends We’ll See in the New Year
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Imagine how your customer experiences today differ from your experiences only a few years ago. Customer experiences, along with the relationships between customers and the companies that serve them, have changed considerably over a relatively short period of time. Continue reading…

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Use Voice of Employee Insights to Propel Better Customer and Employee Experiences
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One of the missteps organizations make in their approach to culture transformation is to put all of their focus on designing the change from the top down. The result is a change effort that feels very “command and control” with an emphasis on mandated conformance to new processes and rules. Continue reading…

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Rewriting the Language of Customer Engagement
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Traditionally, customer engagement wasn’t about “engaging” with customers at all. Instead, it was about deflecting and containing them, with contact center agents trained to spend as little time as possible with customers in the queue. But as customer expectations change, this approach is no longer cutting it. A staggering 96% Continue reading…

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A Foundation in Customer Experience Should Start in College
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It all starts in college. For many people, a successful career begins with a formal business education. In fact, business is the most popular major for US college undergraduates, according to the Department of Education, with schools conferring more than 370,000 bachelor business degrees annually. Continue reading…

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Customer Journey 2.0: Implementing Lifecycle Marketing for 2020 and Beyond
www.cmswire.com

Marketing has a problem. If we’re being honest, marketing has had a problem for a long time; namely, as the business world has trumpeted the rise of (cliché alert) “customer obsession” and the “empowered consumer,” marketing’s role in “delivering a superior customer experience” is woefully unclear. Continue reading…

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Is (Near) Real-Time Customer Experience Within Reach?
www.cmswire.com

Forrester Research predicted in its The Future of CX  report (registration required) that customer experience is moving to (near) real-time, stating that “time-to-value will become a prominent point of differentiation. Continue reading…

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3 Ways to Realign Your Organization to Focus on Customer Experience
www.cmswire.com

Customer experience (CX) comprises the entire customer journey, from lead acquisition and purchase to ongoing engagement. Customers expect you to fulfill their needs on whatever device, whenever they need it, seamlessly and without their intervention. Continue reading…

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Forrester Updates Customer Experience Platform, Oracle and Deloitte Partner in CDP, More
www.cmswire.com

Forrester has released FeedBackNow 2.0, the second version of its cloud-based customer experience platform. The platform combines digital and physical channel feedback with Forrester’s body of customer experience analytics. It is designed to capture real-time, relevant and contextual feedback, according to Forrester officials. Continue reading…

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