InMoment XI
SEPTEMBER 25, 2015
Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. To be successful, such a program needs to deliver against very different needs, from the head office to local markets. The following ten steps are a guideline to a successful start of your global CX program: 1. Define what global means to your organization This.
C3Centricity
SEPTEMBER 20, 2015
Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places. For those in operations or finance, they don’t seem to be that [.]. The post Marketers, Do You Know Everything You Should?
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Experience Matters
SEPTEMBER 30, 2015
CX Day is less than one week away! As part of Temkin Group’s CX Day celebration , we created a new video, Customer Experience Matters ®. It shows the value and power of customer experience. Share it, share it, share it! The bottom line : Customer experience really matters. Customer Experience Matters is a registered trademark of Temkin Gorup.
Kayako
SEPTEMBER 24, 2015
Implications of the traditional team structure. Companies are finding new ways to improve the way they run. One of those ways is rethinking the way the company is structured and review the opportunities for career progression. In the most basic form, companies have the choice of opting for a flat or hierarchical structure. A flat structure is where there are fewer layers of management.
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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.
Experience Investigators by 360Connext
SEPTEMBER 30, 2015
I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence is what made the news, of course, and it was primarily due to the drug trade. What didn’t make the […]. The post Focusing on Customers: Lessons from Medellin appeared first on Customer Experience Consulting.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
SEPTEMBER 21, 2015
“When I did good, I heard it never. When I did ill, I heard it ever.” This was the idiom on a placard that hung on my grandmother’s kitchen wall for over 30 years. I really didn’t understand what it meant when I was 8 years old, but it rings true now. As a species, we focus disproportionally on the bad, glossing over or ignoring the good. Read the newspaper and you will see a disproportionate amount of bad news versus good.
Steve DiGioia
SEPTEMBER 7, 2015
This original article was written by Steve DiGioia. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~. 7 ► Be “a person” to your customer, not just “the waiter” or real estate agent or store clerk.
Experience Matters
SEPTEMBER 9, 2015
Last year Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 6th (1st Tuesday in October) and we’re planning another great celebration. Temkin Group has labelled 2015 as the Year of the Employee for customer experience. As you’ll see below, we’re continuing that theme in our plans for CX Day 2015: Research discount.
Kayako
SEPTEMBER 29, 2015
Why you should set goals. Customer support goals are important for a number of reasons. Setting the right goals shows you understand the needs of your customers and what your team can do to better support them. Do not set goals randomly ; they should stem from extensive research that supports why you are setting them. Goals should be set at company level as well as at individual level, and you should understand how all these goals work together to achieve the overall company vision.
Speaker: David Worrell, CFO, Author & Speaker
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
Experience Investigators by 360Connext
SEPTEMBER 22, 2015
Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience now to compete in this changing marketplace? 1. You need to understand the customer journey of today. You can’t improve on […].
ijgolding
SEPTEMBER 29, 2015
The month of September comes around every year. The kids go back to school. Millions go back to work after the summer holiday. Autumn starts to knock on the door. Christmas decorations are prominently displayed in stores all across the land. September is a month that signals change – some embrace it, while others despair at the fact that they may not get another day off until Father Christmas has paid a visit!
InMoment XI
SEPTEMBER 14, 2015
Employee Engagement is a concern for any organization worried about customer retention and employee productivity. Companies want to know what they can do — what program they can roll out, what software they can implement— to increase employee engagement in order to improve customer satisfaction. Since we know that the two are linked, it is vital.
Steve DiGioia
SEPTEMBER 24, 2015
get your pom-poms out! This original article was written by Steve DiGioia. Last Monday I was fortunate to get out of work early enough to rush over to watch my daughter’s cheerleading squad perform during the high school football game. Then, at the conclusion of the game, I saw something that I never thought much about at earlier games I’ve attended….
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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.
Experience Matters
SEPTEMBER 10, 2015
We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas. However culture change is not easy. Culture change efforts are often impeded by common pitfalls, such as ignoring the existing culture or becoming impatient at the pace of change.
Kayako
SEPTEMBER 3, 2015
We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. Webinars are a great way to get a lot of information across in a relatively short space of time and have the added benefit of being able to ask your questions live to the speakers.
Experience Investigators by 360Connext
SEPTEMBER 10, 2015
The ideal customer journey is so tempting. It’s so magical to start designing the beautiful, happy day journey for our customers. On their best day, they fall in love with our products, they get excited at the unexpected moments of delight we offer, and they move on to become evangelists whose loyalty can’t be threatened. […]. The post 5 Ways to Rock your Worst Case Customer Experience Scenario appeared first on Customer Experience Consulting.
Vonage
SEPTEMBER 29, 2015
If you look at most Voice of the Customer (VoC) programmes typically, they start in the contact centre. The aim of these programmes is to make customers stay longer, spend more and recruit new customers. But, there are some clear challenges that the industry is facing with these programmes, which can be backed up with stats from Forrester: Over a third of VoC programmes have had no executive support. 60% of organisations don’t use the programme for customer experience design (such as asking bett
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InMoment XI
SEPTEMBER 30, 2015
Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.
Steve DiGioia
SEPTEMBER 10, 2015
get it right the 1st time This original article was written by Steve DiGioia. The customer…the magical part of any business. Day after day they flock to your business with cash in hand. Life is good. But what happens when they stop? How do we get them back? Here’s 5 foolproof tactics to win over any customer. Use them freely… 1 – Vow to be Excuse-Free.
Experience Matters
SEPTEMBER 12, 2015
If you’re a regular reader of this blog, then you know that I am an avid fan of our New England sports teams: Go Patriots, Red Sox, Celtics, and Bruins! So I periodically take a break from customer experience and write something about sports. With the start of the NFL season, I thought I’d examine who likes to watch pro football. As part of Temkin Group’s consumer benchmark study in January, we asked 10,000 U.S. consumers about the professional sports they enjoy watching.
Kayako
SEPTEMBER 8, 2015
What is your job title? Does it accurately describe what you do? Your level of experience? Do you have to explain what it means every time someone asks what you do for a living? There is a whole lot more to a job title than just a rank and a specialism. Some job titles are straightforward and explain exactly what a person does, like Air Traffic Controller or Graphic Designer.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
ijgolding
SEPTEMBER 8, 2015
Bureaucracy – it is all around us – wherever we look. We cannot avoid it. No-one likes it, but it is something that is as inevitable in our daily lives as sleeping and eating. So much of our lives WASTED battling bureaucracy, it often makes me wonder why on earth so much of it exists! Since the global economic crisis in 2008, I have found myself pondering over this question more and more – usually when wading through treacle or pushing water uphill – largely because burea
QuestionPro Audience
SEPTEMBER 28, 2015
Likert Scale and other scales designed to measure attitudes, such as satisfaction, are ubiquitous in market research. They have their uses that is for sure, but there are a few caveats one should be aware of. In this post we will start this review by looking at number of scale points. As researchers we have to maintain the balance between our client’s need for information and our respondents’ valuable time.
InMoment XI
SEPTEMBER 18, 2015
Dann Allen and Rich Dorfman discuss how the digital revolution has caused the banking industry to increase focus on customer experience. As customers become increasingly reliant on mobile apps and the internet to control their finances, CX programming can drive more personal and meaningful brand interactions between banks and their customers.
Steve DiGioia
SEPTEMBER 14, 2015
how I miss the "old days". This original article was written by Steve DiGioia. Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with. Too many industries have gotten away from tending to the needs/wants/desires of their customers in ways that used to be the “norm”. With today’s change from the small “mom & pop” stores where you knew the owners, since they probably were a neighbor of yours, to the large warehouse-style conglomerates we
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.
Experience Matters
SEPTEMBER 29, 2015
We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts. Creating a CJM is only the first step in the process for change; the real benefit comes from using the insights from CJMs to drive action.
Kayako
SEPTEMBER 10, 2015
Ex-Googler and founder of UserChamp Morten Lundsby is joining us for a webinar on Thursday 17 September. Don’t miss out – sign up now and join Morten in a look at ways to get more value out of your customer conversations. Morten is an expert in user experience and user insights, and during the course of the webinar he will be showing us how valuable information can be gathered from customer conversations that can help teams other than just support.
Comm100
SEPTEMBER 14, 2015
If you work in customer service, then you know that words are incredibly powerful. According to psychologists Mark Waldman and Andrew Newberg, words are so powerful, in fact, that even just the sight of a negative word like “no” can release dozens of stress-producing hormones in your brain. But the right words also have the power to create happy, life-long customers.
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