QuestionPro Audience
SEPTEMBER 5, 2017
If you haven’t been docked in a space lab for the past 30 years, I’m sure you’ve been asked to complete a customer satisfaction survey, after a recent shopping experience, whether online or offline. In fact, even in space, it’s probably not a stretch to assume that NASA conducted a few with their astronauts to gain feedback on behalf of their product partners.
Experience Investigators by 360Connext
SEPTEMBER 6, 2017
I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!
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Vonage
SEPTEMBER 8, 2017
Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. If they were a bit irritated when they picked up the phone, they were likely to be fuming by the time they got through to an agent. This was partly due to the long wait, but also due to the fact that this set-up led to customers not feeling in control or valued in any way.
Experience Matters
SEPTEMBER 6, 2017
In the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment. It’s composed of six levers: Create Vision Clarity, Share Compelling Opportunities, Amplify Emotional Empathy, Feed Intrinsic Motivations, Enable First Steps, and Fuel Ongoing Confidence.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Kayako
SEPTEMBER 6, 2017
Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today! Rather than speculate on what makes a live chat software experience effortless or frustrating, Kayako surveyed 400 anonymous consumers and 100 anonymous businesses to find out what they think of live chat.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
QuestionPro Audience
SEPTEMBER 29, 2017
Back in the 1990’s, virtually every household had a landline, and people would answer the phone and talk to survey research callers. However, times have changed, even though some researchers are stubborn about admitting the change. Landline households keep decreasing, while cell-phone only homes become the norm. To confirm the tendency (see National Center for Health Statistics 1 ), QuestionPro Audience conducted a study with more than 350 respondents, to understand landline phone ownership and
Experience Investigators by 360Connext
SEPTEMBER 27, 2017
The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey.
InMoment XI
SEPTEMBER 27, 2017
The digital revolution is just getting started. Technology that automates our lives is being developed at an ever increasing pace. The world has become a much smaller place due to our digital lifestyles. While our personal lives can quickly and easily be digitized, companies can take longer to do so. In a recent joint webinar.
Experience Matters
SEPTEMBER 28, 2017
I’ve recently spent some time visiting different hospitals, luckily not as a patient. There are a lot of amazing things that happen in hospitals, as the medical field continues to push the envelope on diagnostics and treatments. Many diseases that were once fatal are now being cured or at least managed. While medicine is getter much better, patient experience remains very problematic.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
GetFeedback
SEPTEMBER 15, 2017
Customers want consistent, positive experiences from brands, no matter the time or place. Here are 4 ways to keep up with rising customer expectations.
Customer Bliss
SEPTEMBER 12, 2017
Episode Overview. Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . About Rachael. Rachael McBrearty is Chief Creative of Customer Insights and Experience at Cisco.
Vonage
SEPTEMBER 26, 2017
A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? I’ve got many answers to this loaded question. These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions.
Steve DiGioia
SEPTEMBER 4, 2017
This original article was written by Steve DiGioia. Well I think it’s very easy to answer; face-to-face communication is definitely more difficult. When you’re dealing with somebody face to face you’re not just listening to the words they are saying, you are also judging them by the actions of their entire body. You’re looking at their eyes and their hand gestures.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
ijgolding
SEPTEMBER 12, 2017
As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the month of September is an annual signal of impending change.
Experience Matters
SEPTEMBER 25, 2017
As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. It requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. How prevalent are these attributes? To answer this question, I tapped into Temkin Group’s consumer benchmark study and examined feedback from more than 5,000 U.S. employees.
Lumoa
SEPTEMBER 21, 2017
So, you have decided to implement NPS® into your customer experience management. What are your next steps? You are probably thinking to send the survey right away and just wait for the results. It’s not that easy. Now, consumers are overloaded with surveys and content from businesses more than ever. The typical customer survey response rate is often below 2%.
Customer Bliss
SEPTEMBER 19, 2017
Episode Overview. Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. About Libby. From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Vonage
SEPTEMBER 21, 2017
No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. What complicates the hiring process is that the social care agents will likely report up through an Operations or Customer Service division, whereas you, as a social media leader, may be part of the Market
Steve DiGioia
SEPTEMBER 11, 2017
…if so, here’s 5 simple ways to fix it This original article was written by Steve DiGioia. I watched the customer’s eyes scan the area, first to the left then to the right side of the store. He hoped to make eye contact with the sales woman but alas, no luck. Apparently she had more important tasks to do than tending to the customer. What was so important that she had to give statue service ?
InMoment XI
SEPTEMBER 21, 2017
As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis. And given I have three young children, this can not only be quite comical and frustrating, but also incredibly enlightening. Never was.
Experience Matters
SEPTEMBER 11, 2017
Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 3rd and we’re planning another exciting celebration. Temkin Group has labelled 2017 The Year of Purpose for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Free Webinar. At noon ET, Temkin Group will host a free webinar, Everything You Need to Know About CX, But Were Afraid to Ask, that will provide a strong foundation on customer exp
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
NICE inContact
SEPTEMBER 7, 2017
Did you know that the first text message ever was sent on Dec. 3, 1992? It simply read: “Merry Christmas”. Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related.
Customer Bliss
SEPTEMBER 21, 2017
I’ve been writing and speaking about uniting the C-Suite — i.e. uniting the silos, metrics, and accountability measures of various teams — for years. I mention it frequently in my books , I’ve blogged about it, and all of my 69 guests so far on my customer experience podcast have spoken about the same concept. Getting companies and leaders to understand the importance of thinking holistically instead of channel-by-channel is a great joy of my career.
Kayako
SEPTEMBER 27, 2017
Live chat seems like a win-win. Support agents can answer questions rapidly, keep their chat handle time low, and swiftly move on to help the next customer. Unfortunately, customers are rarely getting this experience. They’re unsatisfied with their live chat experiences. A Kayako survey of 400 consumers and 100 businesses found that almost one-quarter of customers are frustrated by long wait times on chat (it seems “live” chat is not often live).
BlueOcean
SEPTEMBER 25, 2017
In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and, finally, you’ve signed the contract to make your choice official. The job of procurement might be done, but everything else is just getting started. Unless you want to throw your outsourcer in at the deep end (hint: really bad idea), then you need to turn your attention to agent training and contact center knowledge transfer.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Who's Your Gladys?
SEPTEMBER 24, 2017
We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys?
Beyond Philosophy
SEPTEMBER 4, 2017
Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s “pickup tower” give it a thumbs up. In about 20 Walmart stores, you can scan a barcode on your phone at the bright red 16-foot-tall tower in the front of the store. A door opens, your item appears, and you’re done.
Uniphore
SEPTEMBER 22, 2017
There is no doubt that the Internet of Things is going to significantly change how customer service is delivered. While adapting to the IoT has its challenges, benefits far outweigh. Read More.
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