Experience Investigators by 360Connext
JANUARY 14, 2016
It seems to be human nature to focus on the unnecessary but more attractive/compelling/interesting/entertaining distractions instead of the stalwart/steady/reliable but boring items in our everyday lives. How many moments do we give to social media, Buzzfeed, Candy Crush, etc? We do this in spite of having real deadlines, goals, and responsibilities.
Experience Matters
JANUARY 15, 2016
People always ask about the connection between customer experience and business results. Well, here’s some visual evidence of the linkage. In this infographic, we share data from the Temkin Group research report, ROI of Customer Experience 2015. You can download (and print) this infographic in different forms: Infographic : infographic in pdf , infographic in png.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
C3Centricity
JANUARY 15, 2016
Happy New Year to all C³Centricity Readers! First some exciting news for you. We are updating the Members area of our website, with a whole new look and feel. There will also be more content with a great new series of webinars to watch, and new templates, presentations, case studies and videos for you to review and [.]. The post Best Marketing Quotes of 2015 & their Implications for Your Business appeared first on C3Centricity.
InMoment XI
JANUARY 11, 2016
First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all about achieving tangible results that.
Advertisement
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Customer Bliss
JANUARY 26, 2016
Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill. This means: Establishing a discipline for how cross-functional teams explore and understand emerging issues and opportunities.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
JANUARY 18, 2016
because you may not like the answers This original article was written by Steve DiGioia. Rose-colored glasses. Yes, that what they’re called. I had mine on…bet you did too. I knew I was a still just a junior manager but I walked around like the king. I was the newest big shot. Got things done, yes, that was me! Boss needed a project completed, I was the man.
Experience Matters
JANUARY 4, 2016
Okay, now that we’ve celebrated New Years, it’s time to get moving again. We’ve got a lot of CX work to do in 2016, which we’ve labeled as The Year of Emotion. As you start down the path of making 2016 a banner year for CX in your organization, I want to share my wishes for you: May you focus on your customers’ needs , even when internal priorities push them to be ignored.
Experience Investigators by 360Connext
JANUARY 27, 2016
Heads up …when it comes to customer service, certain (painful) truths are universal. Customer service is such an important part in keeping people coming back to your business, and the specifics of your product or service don’t really matter. Even as technology advances, some frustrations are still not being addressed as well as they […].
InMoment XI
JANUARY 13, 2016
Savvy brands with strong e-commerce strategies, like REI, Toro, and Lowe’s, understand that delivering a better customer experience (CX) results in greater profitability. If you’re gearing up to take your business to the next level, you’ll need to enhance your CX from the ground up. Improvements to your website, customer service, and order fulfillment can turn casual browsers into loyal customers.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
Uniphore
JANUARY 4, 2016
The emergence of liberalisation, privatisation & globalisation coupled with thriving population, climbing GDP growth, rising disposable income & increasing consumer expenditure across different economies of the world have fueled the growth in global retail industry & created numerous opportunities for all kinds of players in retail segment.
Vonage
JANUARY 20, 2016
If you’ve invested in a CRM system like Salesforce or Desk.com you’ve probably already started to realize the benefits of having all of your customer data stored in one place. But, did you know that by using a CTI adapter to integrate inbound and outbound phone calls with your CRM , you can extend your investment, while driving dramatic improvements in sales and service productivity.
ijgolding
JANUARY 27, 2016
I consider myself remarkably fortunate to do the things I do. One of the great pleasures of interacting with so many organisations is that I get to meet some amazing people… some amazing leaders. Many of you will have heard or read about my Grandma – Pauline Golding. Those of you who have not, you can read about this amazing lady here! The story led to me meeting the man responsible for Customer Experience at McDonalds in the UK.
Experience Matters
JANUARY 18, 2016
Whether or not you celebrate MLK Day (it’s a Temkin Group holiday), today is a great opportunity to reflect on some of Martin Luther King Jr.’s inspiring messages. I find that his words of change, personal accountability, and love hold true across many settings, including how we run our organizations. This year, I’ve decided to highlight (without any additional […].
Advertisement
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Steve DiGioia
JANUARY 4, 2016
and they're watching your employees too! This original article was written by Steve DiGioia. Sitting on that park bench on Sunday afternoon, what are you doing? Reading a book, feeding the birds, eating lunch, talking with a friend or loved one? Or maybe you’re just “people-watching”. We do it all the time. The guy that is pacing around the mall while his wife is clothes shopping, the little old lady sitting in her rocking chair looking out the window, and the school principal walking the courty
InMoment XI
JANUARY 22, 2016
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Kayako
JANUARY 28, 2016
Working on the frontline of a support team is a huge responsibility, and a very varied role. It involves dealing with lots of aspects of the customer experience, from customer interactions and resolving queries, through to working with the product team on useful feedback. Often in support, the pressure is on – how can you and your team achieve the best customer experience possible?
Vonage
JANUARY 27, 2016
I am regularly amazed by brand new facilities that are obviously user-unfriendly. Huge investments of time and money…but who are they designing it for?!If you want to improve customer service quality, every decision needs to be made with clients in mind. A new airport in the Middle East is an impressive and expensive building. It’s huge, packed with stainless steel and halogen lights and lots of fancy gold.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
BlueOcean
JANUARY 26, 2016
Let’s just be real here. The majority of us set New Year’s resolutions, knowing all along that we will more than likely quit just weeks, if not days, after January 1st. We do it year after year, and we watch the people around us do the same thing. So what is it about human nature that leads us to set goals only to see our vision and plans drop by the wayside before we’ve even given ourselves a fighting chance to succeed?
Experience Matters
JANUARY 19, 2016
We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.
Steve DiGioia
JANUARY 14, 2016
that's one of the worst things an employee can say to me. This original article was written by Steve DiGioia. Something happened the other day that reminded me of a time when I was still new in this business. Yes, I didn’t have the 25+ years of experience as I do now but I still had enough under my belt to know what was going on and how to evaluate a department and its staff.
ijgolding
JANUARY 4, 2016
As fireworks lit up the night sky all around the world to welcome in another new year, millions of people were already deciding to commit to resolutions for the coming twelve months. Some resolutions were related to personal health and well-being. Some were financially related. Almost all of them will signify goals or challenges that must be met and overcome.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Kayako
JANUARY 28, 2016
Here at Kayako we’ve spent the last 14 years giving people the tools they need to support their customers. Now we’re taking things a step further. I’m delighted to announce that Kayako is now a co-producer of Elevate Summit , the new name for UserConf: the biggest conference for customer support and success professionals. We’re joining forces with CoSupport to make it bigger, better and more global than ever before.
Vonage
JANUARY 8, 2016
This post originally appeared on the Inside Customer Service Blog website and is republished here with permission. Two recent customer service experiences stood out for opposite reasons. One was good while the other was poor. They both reminded me that we put a bit of ourselves into every service interaction. Let’s start with the bad one.
BlueOcean
JANUARY 11, 2016
So you made it through the contact center RFP process and your selection team made their final choice. Is the headache over? Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? That would be nice, wouldn’t it? But we’ll be the first to admit that unfortunately it doesn’t work like that. At least, not if you want to maintain outstanding customer service performance.
Experience Matters
JANUARY 13, 2016
We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2016 , During Q3, 2015, 800 IT professionals from companies with at least $250 million in annual revenues rated both the products of and their relationships with 62 tech vendors. The research examines satisfaction with eight areas: product/service features, product/service quality, product/service flexibility, product/service ease of use, technical support, support of the account te
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
CX Journey
JANUARY 28, 2016
Image courtesy of Dell's Official Flickr Page I love talking about the customer experience; I could sit for days, answering questions and discussing the finer points of this topic. So, as you can imagine, I was honored when Paolo Fabrizio asked me to be a guest on his Social Antipasti podcast series to answer some of his questions about customer experience.
ijgolding
JANUARY 26, 2016
Over the last 22 years – yes I am that old – I have sat through an immeasurable number of business meetings. Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. I have to say, when I was a child, I was fascinated by the ‘mystique’ of the very word. I will never forget phoning my dad at work, only to be told he was ‘in a meeting’ – this seemed to be a pretty regular occurrence.
Experience Investigators by 360Connext
JANUARY 28, 2016
We’ve all had those disagreements. One person says something along the lines of “It’s not what you said. It’s how you said it.” The other person stands his or her ground. “I did NOT say it like that. No way.” This is the human experience. We often believe we said/did/behaved differently than others perceive it.
Expert insights. Personalized for you.
214 
Let's personalize your content