Posts Tagged ‘cx’

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Roxy: this is the fun portion of the morning. Fact: Two years ago, Forrester unveiled the approach to determine the CX improvement initiatives.  CX Index is two years old this week. Data insight comes from that lower level […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. Spirit doesn’t focus on CX. They have 18% growth and are among the most profitable. Comcast is at the bottom of the CX index. But…. they are hugely profitable. In 2015 they had an operating margin of 41%. […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. John Dalton noted how much CX has changed over time.  Years ago, it was only mentioned by a few companies. Today, the topic is front and center for many companies.  As CX has gone mainstream, the challenges continue […]

We are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners. I’m here at the Forrester Customer Experience event in New York City.  It’s a surprisingly large event with people from all over the US here to talk about customer experience.  Already the focus seems to include data in […]

Now that June is here, I thought it would be neat to look back at what our readers found most interesting last month. Below are the top five blog posts Perficient’s life sciences practice wrote in May – they’re ranked in order of popularity, with number one being the most viewed piece. Gartner’s List Of 5 Cool Vendors […]

David Meyer, VP and CIO of Graybar, sat down with Perficient’s Managing Principal for Strategic Advisors, Mike Porter, to discuss customer centric IT trends inspired from Forrester’s 2016 predictions, “With digital now reaching deeper into the domain of business operations and products, 2016 will be the tipping point where a new breed of Customer-Obsessed CIO […]

There were many great concepts and strategies presented at this year’s B2B Online conference in Chicago, but one of the recurring points was that B2B eCommerce needs to look a lot more like B2C eCommerce. This need could partly be due to the rise of millennials in the workplace (50% of B2B buyers are now millennials). […]

I attended Oracle’s 2016 Modern Service Conference in Las Vegas last week. I got to catch up with a lot of friends and colleagues, saw some great demos, and heard some good talks.  So what stuck with me from the conference?   Well, the first three things that come to mind when I think about the […]

Customer experience, or CX, is the sum of all interactions a customer can have with a brand. The sum of these interactions shapes your brand and can decide the fate of your business. What a customer thinks of a brand becomes the overall brand perception and trumps the company’s view of itself. Josh Bernoff of […]

  Ofcom, the independent regulator and competition authority for the communications industry in the U.K., recently published customer complaint data for the country’s largest telephone, mobile, internet, and TV service providers. While total customer complaints across all segments decreased between Q3 and Q4 2015, mobile was the only category to experience a rise in complaints. 

There has been a lot of buzz across industries about digital transformation and lets be honest, the reality is that digital transformation is a business imperative. Organizations that delay transformation or ignore it altogether risk being irrelevant. According to trends analyst Altimeter, digital transformation as “the realignment of, or new investment in, technology and business […]

  Royal Bank of Scotland (RBS), an organization whose brands provide financial products and services to personal and business customers in the UK and beyond, is putting artificial intelligence (AI) to work in its customer support department.