Top Analysts Covering theCustomer

Experiencefor 2017

Sponsored by: Call-Back Solutions for the Call Center

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“ These analysts always have their ears to the ground. They are able to find and evaluate customer experience solutions for every industry, and deliver them to businesses in ways that actually make sense.

Shai BergerCo-Founder & CEO, Fonolo

@shaiberger

Congratulations to the 15 who were

selected!

1. Bruce Temkin2. Ed Thompson3. Elizabeth Herrell4. Esteban Kolsky5. Harley Manning6. Jim Davies7. Kate Leggett8. Megan Burns9. Natalie Petouhoff 10.Omer Minkara11.Paul Hagen12.Peter Ryan13.Richard Snow14.Sheryl Kingstone15.Sumair Dutta

* Listed in alphabetical order

Bruce Temkin

“ Driven by a shift in technology capabilities and consumer behavior, leading companies are refocusing the primary purpose of contact centers from handling individual calls to building customer loyalty. These changes will morph contact centers into what I’ve called Relationship Hubs.

Managing Partner, Temkin GroupFocus: Customer ExperienceWeb: http://temkingroup.com/

@btemkin

Ed Thompson

“ Social media adoption can take several paths to CRM. However, more than 80% of organizations follow a common pattern.

VP and Distinguished Analyst, Gartner Focus: CRM strategy & CX management Web: https://www.gartner.com/analyst/7089/Ed-Thompson

@Gartner_inc

Elizabeth Herrell

“ Despite the growing complexity of channels, customers demand simplicity in their experiences. This customer-centric cohesion requires a new paradigm in user experience. Get ready to make the shift as the front office comes to the back office to form a new engagement strategy.

President, Communication Initiatives Focus: Unified and social communications, contact centers, customer experience.Web: https://constellationr.com/users/eherrell

@eherrell

@fonolo

10 Leading CX Trends for 2017

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Esteban Kolsky

“ The bottom line is most people cannot make customers happy because they’re not really trying to make them happy. You have to get to the point where you have balance. It’s got to be a win-win situation. Customer’s need to get what they want. But you also need to keep your business sustainable.

Principal & Founder, ThinkJar LLCFocus: Customer experience and customer strategiesWeb: http://estebankolsky.com/

@ekolsky

Harley Manning

“ Superior CX drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience.

VP, Research Director, Forrester Research Focus: Customer experience practiceWeb: http://outsidein.forrester.com/index.html

@hmanning

Jim Davies

“ VoC is now being viewed as a must-have strategy… the focus on understanding customers by listening to them and using that understanding to market differently, sell differently, support differently… a lot of companies are now realizing they can’t really differentiate by traditional means, but really understanding the customer can help them to do that.

Research Director, GartnerFocus: CRMWeb: https://www.gartner.com/analyst/16473/Jim-Davies

@Gartner_inc

say “just ONE unpleasant contact

center experience is likely to make me take

my business elsewhere.”

76%

Kate Leggett

“ Today, with the rise in importance of delivering differentiated customer experiences, field service technologies are become increasingly important. This is because, the service tech who ends up on your doorstep, or at the site of faulty equipment represents the face of your company.

VP, Principal Analyst, Forrester ResearchFocus: Customer service researchWeb: https://www.forrester.com/kate-leggett

@kateleggett

Megan Burns

“ I think of CX as the 'eat healthy and exercise' of the business world. Everyone buys-in to the idea of treating customers well, at least in public. What they don’t do is change their behavior or encourage change in the people who work for them.

Customer & Employee Experience ExpertFocus: Customer experience and human behaviorWeb: http://www.mburnsenterprises.com/

@mbcxp

Natalie Petouhoff

“ Brands must recognize that the hardwiring of customers’ brains and their neurological desire for flow and ease of use are part of their expectations. Companies must come to terms with the economic imperative of the customer experience or risk losing customers to the competition.

Vice President and Principal Analyst, Constellation Research, Inc.Focus: Customer service, CRM, contact centersWeb: http://www.drnatalienews.com/

@drnatalie

Businesses LOSE

CUSTOMERSevery day by putting them

on hold!

Omer Minkara

“ Messaging in customer service has evolved from a nice-to-have into a must-have capability. Forty-five percent of brands have already incorporated messaging within their support activities. When incorporated seamlessly within omni-channel programs messaging helps firms retain more consumers and grow client spend.

Vice President & Principal Analyst at Aberdeen GroupFocus: Customer experience across multiple channels Web: http://www.aberdeen.com/_aberdeen/app/analysts/Omer-Minkara/165/bio.aspx

@omer_aberdee

n

Paul Hagen

“ An effective way to ensure that experiences meet customers' needs is to bring customers and frontline employees into the design process through co-creation. When they are face-to-face with a design team, customers can provide … firsthand accounts of what they want and seeds of ideas to build upon...

Senior Principal; Head of Customer Experience & Innovation Strategy, West Monroe PartnersFocus: Customer experience strategy Web: http://blog.westmonroepartners.com/author/phagen/

@paulhagen

Peter Ryan

“ Contact center outsourcers interested in targeting laggard e-commerce markets such as Canada should look at the evolution of countries in which online shopping and associated multichannel consumer support are more common (such as the UK or the US).

Principal at Ryan Strategic AdvisoryFocus: Business process outsourcing and CRM technologyWeb: http://ryanadvisory.com/

@peter_w_ryan

63% of customers prefer getting acall-back to waiting on hold.

Richard Snow

“ Organizations must consider systems that help them build smart mobile apps that can automatically connect to a contact center agent at the click of a button without losing the context of what the customers was doing in the app.

VP and Research Director, Ventana ResearchFocus: Business process outsourcing and CRM technologyWeb: https://blog.ventanaresearch.com/author/richard-snow

@rjsnowvr

Sheryl Kingstone

“ It's about the interaction, not just the next best offer. With technologies like Bluetooth Smart, entire shopping lists can be delivered on-demand based on a particular grocery store and lists can be dynamically organized based on in-store location.

Director, 451 ResearchFocus: Customer experience strategies, cross-channel communications, mobile experiencesWeb: https://451research.com/analyst-team/analyst/Sheryl+Kingstone

@skingstone

Sumair Dutta

“ The traditional driver for self-service investments was cost elimination and the reduction of the burden on the service organization. Now, there is the realization that customers often resort to self-service channels as a first attempt.

Research Analyst Covering Customer Service and Customer Experience, The Service CouncilFocus: WFM, contact centers, multi-channel supportWeb: http://servicecouncil.com/

@suma1r

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