Horizon CX
APRIL 6, 2021
I first wrote and published this blog topic back in July of 2015. That was nearly six years ago and, with recent events revealing racial inequities along with an increase in anti-Asian and other hate crimes, I thought it was time to bring this topic once again to the forefront as it seems to be a precursor to what we commonly refer to these days as microaggressions which eventually can lead to more insidious actions of violence.
Bill Quiseng
APRIL 18, 2021
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. With customers using platforms like Twitter and Facebook to complain loudly and sometimes virally to the world, companies have had to add resources to respond accordingly. But I am not against monitoring social media or using it as a responsive customer service channel.
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Steve DiGioia
APRIL 5, 2021
As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it. They just want to live their lives in peace and will no longer accept subpar work or attitudes. Me too. During our young adult years, we’re still concerned about “fitting in” and finding our place in “work world” – which is either far different from or eerily similar to “school world”.
eglobalis
APRIL 11, 2021
In the Digital Experience and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready? experience Design. The post In the Digital and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready? appeared first on Eglobalis.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
GetFeedback
APRIL 23, 2021
Best practices for collecting and responding to both positive and negative customer feedback.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
APRIL 27, 2021
How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from SurveyMonkey, 89% of C-level executives say they are “extremely invested” in CX, but we know that 89% of budgets don’t reflect that commitment.
Customer Bliss
APRIL 23, 2021
Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, of course, I appreciate Global Gurus for including me on the list once again!
Steve DiGioia
APRIL 19, 2021
The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse. When you sit down to write that scorned customer an email to say how sorry you are for the lack of service they received, sometimes the apology makes the situation even worse.
eglobalis
APRIL 4, 2021
Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience customerexperience supply chain experience. The post Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience appeared first on Eglobalis.
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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.
GetFeedback
APRIL 5, 2021
We've decided to rebrand GetFeedback. Here's our journey to rebrand, including how we landed our brand look and feel, logo, and tone and voice.
ECXO
APRIL 12, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience.
Experience Investigators by 360Connext
APRIL 13, 2021
Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Customer interviews can be a key step in: Customer Journey Mapping.
Comm100
APRIL 22, 2021
By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. While some brands were initially hesitant to get onboard, thanks to tech advancements, these chatbot fears are being put to bed.
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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.
Steve DiGioia
APRIL 22, 2021
Many managers love to micromanage. They just can’t help it. They believe that telling an employee exactly how to do something and when to do it will fix all their ills. This makes the employee’s job easier. They don’t have to think. Simply “tell them what to do” for every situation and they’ll do it. But what happens when the boss isn’t around? What do the employees do?
NICE inContact
APRIL 14, 2021
If you’ve interacted online with pretty much any sort of business in the past year, there’s a good chance it was handled by a chatbot. Lately, I’ve encountered more local small businesses using them to take orders and answer questions. The convenience offered by their chatbot helped to win my business. And they seem more prevalent than ever. Have you noticed the proliferation of chatbots on websites and social media platforms?
GetFeedback
APRIL 22, 2021
A detailed explanation of the different between customer experience and user experience.
ECXO
APRIL 1, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Orchestrating surprise and delight strategies to evoke positive emotions Image: Ben White, Unsplash Surprise and delight are commonly used terms within the realm of customer experience strategising. As simple as these two words may seem, there lies a complexity regarding their relation to the customer experience.
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.
Storyminers
APRIL 12, 2021
1. What have you found most challenging as a leader of a small or medium enterprise? Since I work primarily in professional services, the hardest thing is knowing what my future clients need. If I don’t know that, it’s hard to position our services and reason for purchase properly. Since I don’t know who they are (yet), it’s always a mystery to understand what they’ll respond to.
Comm100
APRIL 9, 2021
Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. With these retail-based, transactional services now setting the bar for customer experience, financial institutions are no longer just competing with others
Lumoa
APRIL 14, 2021
About the episode: Most of us understand that customer experience is something highly relevant for a business. Improved customer experience is equal to improved retention, decreased churn, and improved competitiveness, which leads to revenue growth. Although it’s evident that customer experience is a good thing to focus on, why is it still such a struggle to link improved customer experience with revenue growth and other operative metrics?
Kerry Bodine
APRIL 18, 2021
I’m super excited to be part of Alida ’s Activate Spring Masterclass on May 6 from 1 – 5pm ET. This is your chance to understand how you can quantify the value of customers’ experiences in your business. Whether you’re launching your organization towards a customer-obsessed future or re-evaluating your current focus, mark your calendar for Alida Activate.
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.
GetFeedback
APRIL 27, 2021
New capabilities to accelerate and scale your CX program.
ECXO
APRIL 28, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Customer Success – Sowing the Seeds for Mutual Growth. While the role of customer success is not new, it has rapidly become mainstream as companies now recognize its contribution to business growth. According to Jason Lemkin, “Customer success is where 90% of the revenue is”.
Storyminers
APRIL 6, 2021
The post Become a Storyminer appeared first on Storyminers.
NICE inContact
APRIL 5, 2021
This is the third article in a four-part series designed to help small call centers choose the right software to enable them to thrive and compete. The first article focused on cloud call center software as a growth enabler, the second was all about building customer loyalty, and now we'll discuss how to use modern technology to compete more effectively and take performance to the next level.
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.
ShepHyken
APRIL 28, 2021
This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. He bought a new car. About a month later he’s in a parking lot and the car won’t start. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. – maybe even the world.
Kerry Bodine
APRIL 7, 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping. This introduction will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.
GetFeedback
APRIL 1, 2021
4 tips from the SurveyMonkey CX Leader Roundtable Community.
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