What are the most common objections to new CX initiatives - and how can you counter them?
MyCustomer
JUNE 17, 2020
Engagement How to pitch CX initiatives & overcome objections.
June, 2020
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4 Experts Share Their Advice on Cultivating the Well-Being of Your Organization’s Stakeholders
Customer Bliss
JUNE 22, 2020
During this time, I’ve been hosting weekly live conversations on LinkedIn , with C-Suite leaders, authors, and experts in their respective fields. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch. These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery.
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Customer Experience in the Era of Product-Led Growth
Wootric CX Blog
JUNE 1, 2020
Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. . There was a time when executives were the gatekeepers who decided which B2B software products their companies purchased while the end-user experience took a back seat—but that era has ended.
5 Strategies to Accelerate Digital Transformation
Think Customers
JUNE 8, 2020
Rich Text Editor, edit-field-body-und-0-value, Press ALT 0 for help. Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that “digital transformation” is in itself transforming. Thankfully, customer experience futurist Blake Morgan brings more clarity in her latest webinar, Accelerating Digital Transformation to Enable Effortless Experiences.
Exploring CX Strategy and Technology Adoption: A Decision-Makers Chart
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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
Changes in Consumer Habits | A Closer Look at the Restaurant Industry
IntouchInsight
JUNE 17, 2020
In this report, we look at the implications that COVID-19 has had on consumer habits as they pertain to the consumption of take-out and dine-in food and beverages, as well as how the restaurant industry will need to adapt in order to meet new health and safety guidelines.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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4 Ways To Boost Your ECommerce Customer Experience
Lumoa
JUNE 8, 2020
eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction.
10 Ways to Immediately Improve Your Customer Centricity
C3Centricity
JUNE 25, 2020
We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric. They just don’t know where to start.
Create Happier Customers & Employees: 7 Ways to Turn Empathy Into Action
Experience Investigators by 360Connext
JUNE 23, 2020
What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? Employee empathy? We know that the best brands in the world create empathy for both employees and customers. Organizations who fail to do so are often held back from reaching their full potential. Think about your best experiences as a customer.
Signal-Based Selling: How to Leverage 4 Key Buying Signals
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
Younger Generations Expect Digital-first Customer Service - Are You Ready?
NICE inContact
JUNE 30, 2020
What is new is the impact that rapid digital technology advances have had on younger age groups. "Digital native" Millennials and Generation Z have grown up in an ever-connected world of online shopping, social media, and all the world's information at their fingertips. Some don't know any other way.
Guest Blog – 8 Things Customer Service Teams Should Avoid During Sensitive Times
Comm100
JUNE 25, 2020
Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. You can find her on LinkedIn. We live in strange times, to say the least.
Why Humans Need Chatbots – and Chatbots Need Humans
Comm100
JUNE 15, 2020
Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.
The Value of CX: Why We Need To Start Talking About NPS Again
Alida
JUNE 30, 2020
A Q&A with Crystal Miceli, Vice President and Head of Product Management.
Evolving Beyond Intent: Create Customer Value with Signals
Speaker: Jam Khan, SVP, Product Marketing at ZoomInfo & guest speaker Amy Hawthorne, Principal Analyst from Forrester
Buying signals extend well beyond intent. They give go-to-market teams the chance to know everything about their customers. With buying signals, they can reach more customers and win more deals. Join Jam Khan, SVP, Product Marketing of ZoomInfo and guest speaker Amy Hawthorne, Principal Analyst from Forrester for this new webinar where you'll find out how marketing teams operate more efficiently and sales teams close more business when they act on buying signals, not just intent!
Five Ways to Make Your Surveys Matter
Heart of the Customer
JUNE 11, 2020
Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.” While those figures might be interesting, they don’t provide the context that is essential for prompting action. As Heart of the Customer has been conducting interviews with CX pros (more than 70 so far this year!
Deep Leadership: Act Boldly to Protect Customers, Employees and Partners
eglobalis
JUNE 15, 2020
Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis.
Restart, Rebound, & Rebuild your Customer Experience
Second to None
JUNE 12, 2020
How can you restore your customer experience during global change? These past few months, a healthy customer experience has never been more relevant. We have not only experienced the largest global recession in history, but the sentiment of our globe has become divided. People need their voices heard. Through this rapid change, Second to None has devised an action plan to provide greater clarity for your client experience.
Customer service: what you can learn from great historical figures
Eptica
JUNE 11, 2020
Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Published on: June 11, 2020. Author: Pauline Ashenden - Demand Generation Manager To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that can ensure you deliver on best practice today.
Unlock the Future of Learning Growth and Retention at Cognition24!
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
Protected: How should you follow up with Passive customers?
Daniel Group
JUNE 16, 2020
This content is password protected. To view it please enter your password below: Password: The post Protected: How should you follow up with Passive customers? appeared first on The Daniel Group.
How to Use Machines to Deliver Great Customer Support
GetFeedback
JUNE 29, 2020
Scale your hyper-personalized customer support program with the help of AI and chatbots.
6 Ways to Boost Customer Experience Design Adoption & Growth
eglobalis
JUNE 28, 2020
Customer Experience increase Adoption and Revenue and listen to customers. The post 6 Ways to Boost Customer Experience Design Adoption & Growth appeared first on Eglobalis.
Business Intelligence 101: How To Make The Best Solution Decision For Your Organization
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
3 Ways to Balance Between Acquisition and Retention
Lumoa
JUNE 30, 2020
Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly.
How Can YOU Make The World A Little More Beautiful?
Kerry Bodine
JUNE 1, 2020
This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet. My first thought was concern: Is this man alright? Is he sick? Does he need help?
10 Ways to Listen to Customers Without Surveys
CX Accelerator
JUNE 8, 2020
Author: Jeremy Watkin. Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. That means you never hear from 70-80% of customers.
How to Improve Customer Centricity in Hospitality
C3Centricity
JUNE 8, 2020
The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.
HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged
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.
How Machines Impact Experience Design
GetFeedback
JUNE 14, 2020
Designing a customer experience that seamlessly incorporates the machines from our daily lives.
There’s an Upset Customer. Now What? – Tip #4
Steve DiGioia
JUNE 25, 2020
Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic? When things don’t go as planned, our customers become upset and we have failed in their eyes.
Lucky Seven! Calabrio Named a Top Workplace Seven Times Running
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. In just two months, our focus on nurturing a human-centric workplace faced an entirely new challenge when we pivoted to a 100 percent work-from-home model due to COVID-19. . I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running.
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