GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. We’re constantly learning what we’re good at and where we may want to consider our life choices and make a change.

Data 262

Data How To Social Media Effort Score 262

Experience Investigators by 360Connext

JULY 30, 2019

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even people who are obstacles to seeing results. What is the Customer Experience Gap? The customer experience gap is the difference between the experience an organization’s leaders believe it is delivering and the experience customers feel they’re gettin

Customer Experience 137

Customer Experience Net Promoter Score Effort Score Metrics 137

C3Centricity

JULY 1, 2019

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. It is, therefore, understandable that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.

Culture 169

Culture Exercises Connections Analysis 169

Totango

JULY 23, 2019

Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time.

Customer Success 90

Customer Success Effort Score Customer Centricity Customer Journeys 90

Speaker: Becky Parisotto

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

Retail

ShepHyken

JULY 31, 2019

Customers 132

Customers 132

Experience Investigators by 360Connext

JULY 9, 2019

Customer Experience 110

Customer Experience Customers 110

Totango

JULY 9, 2019

What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy. In fact, customers are far more than just assets; your relationship with them forms the very foundation of your company.

Tips 88

Tips Customer Experience Effort Score Customer Centricity 88

CloudCherry

JULY 18, 2019

Customer Journeys 250

Customer Journeys Marketing Customers 250

Lumoa

JULY 2, 2019

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.

How To 284

How To Analysis Data 284

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Kayako

JULY 18, 2019

Remember how exciting buying your first car was? I do. It was shiny and new and had that fresh car smell. I had researched the one I wanted and day dreamed about all the freedom I’d have to go anywhere once I had the car. Imagine then when that day finally came to get the keys, instead of handing them over to you the dealer instead sat you down to explain how every part of the car worked.

Customer Success 125

Customer Success Culture Customer Journeys Customers 125

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. Survey tools can help you to aggregate valuable information through email, chat, social media, and more. But while collecting survey feedback is simple, the real value is in actioning that feedback. Having a consistent process to assess and assign action owners is not always a simple task. .

Survey 150

Survey Feedback How To Net Promoter Score 150

InMoment XI

JULY 16, 2019

Lessons Learned from the Apollo Moon Mission In my first article in this series, on how to leverage the innovation process to improve the customer experience, I laid out my four simplified steps to innovation: Explore – understand customer needs, pain points and challenges at each step in the journey Ideate – generate ideas to. View Article.

Innovation 270

Innovation Customer Experience How To Customers 270

InMoment XI

JULY 26, 2019

Someone asked me the other day whether I had ever taken an on-line training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing. My initial response and emotional reaction to that question was that I had taken many. View Article.

Training 150

Training 150

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TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts. There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour.

Self Service 207

Self Service Customer Experience How To Contact Center 207

NICE inContact

JULY 25, 2019

Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired. According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Alida

JULY 12, 2019

Over the past decade, there has been a radical shift in the way that businesses connect to their customers. The vast amount of consumer information stored in customer insight data is key to creating a personalized customer experience. Marketers are scrambling to keep pace with data privacy regulations and industry best practices while creating a positive customer experience.

How To 176

How To Consumers Customer Insights Connections 176

BlueOcean

JULY 3, 2019

A low unemployment rate is cause for celebration. It means people are working, paying taxes, and bringing home the bacon. That’s why most people see the current 3.6% US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. But there’s a hitch for folks who are tasked with hiring, especially those hiring for contact center teams: when more people are working, there are fewer active job seekers.

Contact Center 159

Contact Center Customer Service First Call Resolution Call Center 159

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.

Data

ShepHyken

JULY 24, 2019

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were even some convenient instructions on how to insert the parking ticket and credit card into the machine.

Customer Service Training 131

Customer Service Training Training System Customer Focused 131

Comm100

JULY 23, 2019

We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we started. out of frustration or because ‘something’ came up. But the other way around? Can you imagine a customer service agent hanging up on you? “How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever.

Communication 115

Communication Social Media Chatbots Customer Centricity 115

GetFeedback

JULY 19, 2019

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We all feel it. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations.

ROI 309

ROI How To Touchpoint Hotels 309

InMoment XI

JULY 24, 2019

MaritzCX is the first and only CX platform company that’s been CMS-certified to offer Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS®) surveys. Identifying the need for an all-inclusive, customizable patient experience survey and reporting framework, we developed the MaritzCX Patient Experience Platform, the healthcare industry’s first CX-based patient experience platform.

Healthcare 56

Healthcare Hospitality Survey Report 56

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Voice of Customer

Experience Matters

JULY 12, 2019

Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). So I decided to interview one of them, Ben Granger. Ben is a Sr. Principal for Global EX Strategy. He spends his days thinking about and helping organizations design leading-edge EX programs.

Employee Experience 264

Employee Experience Industry Strategy Management 264

CloudCherry

JULY 31, 2019

A sobering stat has been making the rounds in customer experience (CX) circles lately: 93 percent of organizations fail to differentiate on CX, according to CX thought leader Bob Thompson. And this comes at a time when 89 percent of organizations said they were expecting to compete on CX, per Gartner Research. What’s happening? Is CX at risk of becoming a fad?

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

QuestionPro Audience

JULY 25, 2019

The global media and entertainment market has consistently been on the rise. Revenue is projected to reach up to $2.2 trillion by 2021, according to statista , a leader in online statistics, market research and business intelligence portal. Gaming is an ever-developing and integral segment of this market. The two largest gaming regions, Asia Pacific and North America, accounted for 78 percent of global revenues in 2017.

Industry 47

Industry Entertainment Marketing 47

C3Centricity

JULY 3, 2019

Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? If you answered both, then I believe that you are making maximum use of your packaging or at least you recognise its potential for communication.

Multi-Channel 202

Multi-Channel Consumers Social Media Connections 202

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

Trends

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

InMoment XI

JULY 2, 2019

MaritzCX “Agile” Workspace Promotes Employee & Business Success The overall goal of the agile method is to adapt to change and deliver working software as quickly as possible. And although quality paired with speed is the main goal, it is important to note that employees are humans and they have personal needs that must be. View Article.

Software 247

Software 247

Experience Matters

JULY 2, 2019

Given the recent closing of Temkin Group, it seems like a good time to reflect on what I’ve learned over the last decade or so of building a successful business, creating a world-wide association, and nurturing the CX movement. Looking back, here are six principals that have helped me succeed: Actively Simplify. When faced with new situations, it often seems easiest to add layers of rules or additional concepts.

Groups 244

Groups Customer Experience Customers 244