Customer Experience Matrix

JULY 16, 2009

Summary: Alterian's purchase of Techrigy marks the first integration of serious social media management with marketing automation. Marketing automation vendor Alterian yesterday announced its acquisition of social media monitoring company Techrigy. Others are sure to follow. microblogs (Twitter, Friendfeed , etc.),

Social Media 80

Social Media Engineering Sentiment Analysis Start-ups 80

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

NOVEMBER 23, 2017

47% of consumers aged 18-34 have used social media to complain about a brand’s customer service and 52% have used it to ask a customer service question. We’ll talk about: Social Media for Crisis Management. Ways to Reduce Customer Frustration. VPs & Directors of Customer Experience.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Shep Hyken

MAY 2, 2022

The True Costs of Bad Customer Experience Management by Brittany Hodak. Brittany Hodak) We’re in a new era of competitiveness. No matter your industry, your customers can find another option out there. If you aren’t willing to take customer experience management seriously, odds are someone else will.

CXM 65

CXM Customer Service Social Media NPS 65

Fonolo

NOVEMBER 9, 2017

We’ll talk about: Social Media for Crisis Management. Ways to Reduce Customer Frustration. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. VP’s & Directors of Web/Social Media. How to Smooth Out Spikes in Call Volume. Plus So Much More!

Customer Service 59

Customer Service Social Media Contact Center Education 59

Sprinklr

OCTOBER 12, 2021

Instead, through their existing Sprinklr care ecosystem , the brand was able to launch an entirely new commerce strategy that directed consumers to initiate private messages for beauty consultations and product discovery. David McCarthy is a Senior Advertising Consultant at Sprinklr based in New York. Telecommunications.

CXM 72

CXM Social Media Social Listening Retail 72