GetFeedback

AUGUST 31, 2020

How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.

How To 545

How To Omni-Channel Customer Experience Strategy 545

Experience Investigators by 360Connext

JANUARY 28, 2020

According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. The post How Do You Solve 2020’s Most Common CX Problems? Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

NOVEMBER 10, 2020

I asked a few customer experience leaders to share their lessons on what 2020 can teach us. CX Lessons from 2020: Coalition, Resilience, & Collaboration. 2020 certainly provided plenty of opportunities for cross-functional support. Resilience: For me, 2020 was the year of resilience for our CX program.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

eglobalis

OCTOBER 1, 2024

The post Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead appeared first on Eglobalis. This transformation enabled Tata Communications to strengthen its position as a global leader in digital infrastructure services, providing seamless experiences for its global B2B customers.

Customer Journeys 337

Customer Journeys Culture Leadership Effort Score 337

Storyminers

DECEMBER 3, 2020

IBTM World Virtual takes place from 8 – 10 December 2020 and will incorporate three full days of one-to-one business meetings and a comprehensive programme of content. The post IBTM World Virtual 2020 goes live in a week appeared first on StoryMiners. For further information, visit www.ibtmworld.com.

Tourism 204

Tourism e-support Hotels Meeting 204

NICE inContact

FEBRUARY 4, 2021

In 2020, contact centers around the world tore up their customer service scripts. Here’s a roundup of our top insights and recommendations as contact centers look to capture the lessons of 2020 to inform a more digitally agile foundation for years to come.

Contact Center 177

Contact Center Customer Service Customer Experience Customers 177

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1.

Customer Centricity 194

Customer Centricity Hospitality Customer Journeys Strategy 194

TechSee

MAY 20, 2020

Gartner’s Cool Vendors in CRM Customer Service and Support report for 2020 is available to Gartner subscribers. The post TechSee recognized in Gartner Cool Vendors in CRM Customer Service and Support 2020 report for its significant advances in Computer Vision AI for customer service appeared first on TechSee.

CRM 207

CRM Report Self Service Customer Service 207

GetFeedback

MAY 3, 2020

Our 2020 research reveals a new outlook on the CX space and how to thrive in it.

Report 332

Report B2B Customer Experience Customers 332

Experience Investigators by 360Connext

NOVEMBER 17, 2020

— Southwest Airlines (@SouthwestAir) May 6, 2020. DeeDee87 (@DeeFoster87) November 5, 2020. Krissy Higgins (@Krissy_r) November 14, 2020. Matt Bailey (@MattBaileyUK) November 11, 2020. It's yet another way our Employees show their Heart. SouthwestHeartStrong ( Georgi L.) pic.twitter.com/SUxGydABht.

How To 372

How To Airlines Social Media Tips 372

Kerry Bodine

JANUARY 27, 2021

Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil that almost guarantees the year ahead will give 2020 a run for its money. Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page.

eBook 317

eBook Customer Experience Professionals Customer Experience Resources 317

NICE inContact

MARCH 15, 2021

The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.

Contact Center 285

Contact Center Management Trends 285

IntouchInsight

JULY 16, 2020

In case you missed it, get the highlights from the "Do something great with customer feedback" webinar that took place on July 9, 2020 with Heart of the Customer's CEO & Founder, Jim Tincher, and our very own Executive Vice President, Erin Fenn.

Feedback 56

Feedback Customers 56

CloudCherry

DECEMBER 9, 2019

Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk. She is also one of the honored recipients of CloudCherry’s 2019-2020 CX Championship Titles. …As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e.

Culture 312

Culture Brands Loyalty Customer Experience 312

Experience Investigators by 360Connext

DECEMBER 8, 2020

Many goals that seemed perfectly reasonable in December of 2019 seemed downright hilarious in December of 2020. Comedian Robyn Schall discovered her 2020 goals and created a viral video of why they were now hilarious. It’s not just our personal goals which changed so drastically in the year 2020. “Make more money!

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

InMoment XI

MARCH 12, 2020

The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts. View Article.

Innovation 284

Innovation Customer Experience Travel Customers 284

Customer Bliss

DECEMBER 16, 2020

Jeanne Bliss (@JeanneBliss) December 13, 2020. Jeanne Bliss (@JeanneBliss) December 15, 2020. After all, customer experience at its core is about #LEADERSHIP. Excerpt from my chat with my friends at @SweeneyAgency ) #leadershipbravery #CX pic.twitter.com/5vzSdhTz8c. Now is the time to unite and focus. All of it is about #LEADERSHIP.

Leadership 305

Leadership Customer Experience Survey Tips 305

Calabrio

JUNE 29, 2020

When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March. As we navigate the evolving world of work throughout 2020 and beyond , the time and effort we have put into building our culture will also carry us forward.

e-support 264

e-support Culture Employee Engagement Innovation 264

InMoment XI

MARCH 17, 2020

Read the first two parts: Part 1 | Part 2 How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago A Nostalgic View of Baseball The 2020 baseball season will shortly be getting underway in the wake of some. This is the final post in a 3 part series. View Article.

Innovation 259

Innovation 259

InMoment XI

APRIL 11, 2022

If you weren’t yet online, it didn’t take long for brands to adapt when brick and mortar businesses across Asia Pacific were forced to shut down in 2020 and 2021. . Thanks to COVID, digital roadmaps across industries have quickly accelerated. It’s not been easy for e-commerce brands.

Tips 370

Tips Data Customer Experience Roadmap 370

Alida

MARCH 3, 2022

In 2020, every person generated 1.7 megabytes per second. And a lot of that data could be used by businesses to create better products and provide a better overall customer experience for their audience.

Customer Insights 246

Customer Insights Tips Customers Data 246

ECXO

NOVEMBER 25, 2024

If you found this article helpful, feel free to share it and connect with me on LinkedIn My previous articles include: Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead – [link] Can you really make a choice? Originally posted complete version at: [link] Let me know your thoughts and experiences.

Feedback 362

Feedback ROI Roadmap Analytics 362

BlueOcean

JULY 13, 2023

However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. Every year, this national sports association holds their annual pro championships. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action.

Case Study 276

Case Study Sports Customer Care Study 276

Alida

DECEMBER 2, 2021

Last year, Gartner included us in its 2020 Gartner® Magic Quadrant™ for Voice of the Customer. Alida has been a significant voice of the customer (VoC) vendor for over two decades. And now, in 2021, Gartner has positioned Alida as a Visionary in its latest 2021 Gartner® Magic Quadrant™ for Voice of the Customer.

Customers 49

Customers 49

Alida

MAY 31, 2021

After the ups and downs of 2020, CX is a hot topic—and you can tell by how crowded the market is. As genuine connection between customers and brands becomes increasingly more important, more and more companies are turning to customer experience (CX). There are over 100 vendors that offer CX services, including Alida.

Marketing 245

Marketing Feedback Management Connections 245

BlueOcean

NOVEMBER 11, 2020

When the world turned upside down in February and March of 2020, no one could have guessed what was ahead. Many of us hit the pause button with the assumption things would return to normal soon. Soon never happened, and so we are left with the question of when and how to get back to business as usual.

eBook 266

eBook Customer Care Resources Customers 266

NICE inContact

OCTOBER 26, 2021

According to Gartner’s 2020 CEO Survey, 80% of businesses plan to increase their spending on digital technology. And to get maximum value from that data, businesses should implement initiatives that use customer data to know their customers better, improve CX, and enhance the customer journey.

Data 244

Data Tips Management Government 244

BlueOcean

JULY 20, 2023

Since 2020, though, the process looks more like one of these scenarios: All the vendor meetings, pitching, and negotiating is done through virtual meetings. In the olden days (pre-2020,) vendor meetings frequently involved calling into a conference line. In-person negotiations with successful bidder.

Contact Center 294

Contact Center Travel Culture Meeting 294

Kerry Bodine

APRIL 9, 2020

April 7, 2020: Visual Capitalist created a graphic of a Global Web Index survey of nearly 4,000 Internet users in the US and UK about their media consumption during the pandemic. April 2, 2020: Yelp’s Coronavirus Economic Impact Report gauges consumer interest in various business categories , “measured in terms of daily U.S.

Video 218

Video Measurement Survey Report 218

Customer Bliss

APRIL 10, 2020

TitosVodka (@TitosVodka) March 22, 2020. While we advise that you cannot use our vodka as a hand sanitizer, our distillery has been working hard to get all of the pieces in place to begin production on 24 tons of hand sanitizer that adheres to industry and governmental guidance. Please see attached for more information.

Healthcare 311

Healthcare Financial Video Consumers 311