NICE inContact

JUNE 25, 2019

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. That’s a good thing. Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels.

Customer Expectations 136

Customer Expectations Customer Service Social Media Contact Center Software 136

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. In those meetings, I’ve always gotten the gist of what they were trying to explain, so I’ve overlooked the terminology.

User Experience 329

User Experience Customer Experience Customers Interaction 329

InMoment XI

JUNE 20, 2019

The term “innovation” conjures up a multitude of visions. Most people associate innovation with emerging technologies such as artificial intelligence (AI) and 3D printing. Or they think of venture funded startup firms working on hot new products, such as Grail, which seeks to develop blood tests for early detection of cancers. But rarely is innovation.

Innovation 150

Innovation Customer Experience Technology Customers 150

CloudCherry

JUNE 13, 2019

Online banking has been transforming customers’ behaviors, expectations, and needs. Why is that so? It’s because it provides a more comfortable life for the customer, which is what they want precisely. Customers want to have a smooth execution of banking transactions with just one click or one touch rather than wasting their time waiting in line. However, customers still find it hard to settle some banking problems regardless of what platform they are using, which eventually allows the banking i

Banking 267

Banking Tools Engagement Chatbots 267

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

Experience Matters

JUNE 18, 2019

I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM. For some recent speeches I’ve combined my personal introduction with a broader overview of the evolution of enterprise transformation. After several requests, I’ve captured the content in this short (5 minute) video.

Video 265

Video Management Customer Experience Customers 265

IntouchInsight

JUNE 19, 2019

In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience.

Customer Experience 240

Customer Experience Conference Customers Brands 240

GetFeedback

JUNE 22, 2019

When you write a story, what is the first thing you should think about? Your audience. The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling. You can use your creative writing skills to make your NPS question more effective and increase your survey response rate. After all, “The purpose of a storyteller is not to tell you how to think, but to give you questions to think upon,” according to Brandon Sanderson, author of “The

NPS 304

NPS Net Promoter Score Survey Effort Score 304

InMoment XI

JUNE 28, 2019

The information in this article was originally shared in the MaritzCX webinar, Mobilize Me! Click here to listen to the webinar now. New 2019 Research Reveals the Preferences of Mobile Survey Respondents Did you know that over 60% of respondents in a standard CX survey are completing the survey on a mobile device? That means. View Article.

Survey 284

Survey 284

Customer Bliss

JUNE 26, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. What we know is: when we make it hard to do business with us, it costs a lot of money. You’ve probably seen the Siegel + Gale study , which says we’re leaving a collective $86 billion on the table when we don’t take care of customers&#

How To 201

How To Video Course Metrics 201

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

Experience Matters

JUNE 6, 2019

I’m on my way back from Australia; the end to a very long, but wonderful road trip. I’ve had a busy couple of months, delivering speeches and training in Salt Lake City (twice), London (twice), Orlando, Madrid, Sydney, and Melbourne, in addition to remote sessions in Paris and Philadelphia. What have I been speaking about? Operationalizing Experience Management (XM).

Training 254

Training Management Customer Experience Customers 254

QuestionPro Audience

JUNE 3, 2019

Content Index. What are online consumer research panels? Definition. Why are online consumer research panels necessary: How listening and capturing authentic insights from your online consumer research panel helps: Shifting online consumer panel insights to action. Different types of online consumer research panels. Recruitment modes for online consumer research panels: Advantages and shortcomings of online consumer research panels: Advantages of online consumer research panels: Shortcomings of

Consumers 191

Consumers Industry Self Service Advertising 191

Alida

JUNE 27, 2019

As business and technology evolve, it’s vital that companies move from being business-driven, product-driven, or sales-driven to being customer-driven. Customers have more platforms on which to voice their opinions and share their experiences, positive or negative. They have a higher expectation of being heard and considered by the companies they patronize.

Customers 188

Customers Sales Technology Customer Experience 188

GetFeedback

JUNE 9, 2019

CX tools are dominating the software space. In fact, according to Capterra , there are over 300 different customer experience tools currently on the market. This isn’t surprising, considering customer experience is becoming a more important metric year after year. This is because, within most industries, customers have more than one (sometimes dozens) of similar options to choose from right at their fingertips.

Tools 277

Tools Chatbots Competitive Advantage Social Media 277

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InMoment XI

JUNE 27, 2019

Look Who Turned 50! 2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. The NVCS provides monthly consumer feedback about vehicle shopping, buying patterns, and feature preferences. Automotive manufacturers and OEMs use the NVCS as a road map to modify current.

Study 276

Study Automotive Consumers Survey 276

IntouchInsight

JUNE 20, 2019

CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand.

Loyalty 176

Loyalty Customers Brands 176

Experience Matters

JUNE 4, 2019

I was recently asked a question that I hear a lot, how do we get alignment across our large, complex organization? This is an important question since the path to Experience Management (XM) often requires large-scale change. I’m now just saying: Stop focusing so much on it. Instead of trying to gain full alignment before you begin, build it over time in an iterative manner that I’m calling Agile Alignment.

Management 189

Management Leadership Customer Experience Customers 189

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

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

Alida

JUNE 26, 2019

Bustle Digital Group 's Trend Group team are experts in engaging Millennial and Gen Z women. The BDG Hive is an extension of their brand, so ensuring an exceptional experience through all interactions is paramount. Whether that be considering how to communicate, ask questions, share back, or give personal recognition, they walk a mile in their customers' shoes to decide the best approach.

Feedback 174

Feedback Groups Trends Communication 174

GetFeedback

JUNE 16, 2019

Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward.

Survey 276

Survey CRM Tips Feedback 276

C3Centricity

JUNE 5, 2019

Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace. This is exactly what happened to me last month. The topic? Business Growth. Most marketers will soon be leaving on their annual vacation and are realising just how little time they will have left to meet them when they return.

Brands 173

Brands Social Media Advertising Measurement 173

Customer Bliss

JUNE 28, 2019

As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation and Allison Pickens of Gainsight. Both women became CCOs of their companies during a time where no formal CX work had been instituted.

Company 172

Company Customer Journeys Metrics Strategy 172

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Voice of Customer

Experience Matters

JUNE 27, 2019

Well, it has finally happened. After being acquired by Qualtrics this past October, we have decommissioned the Temkin Group website. And yes, I have mixed feelings. To quote a line from Winnie-the-Pooh… How lucky I am to have something that makes saying goodbye so hard. It’s hard to say goodbye to a site and a brand that we built and nurtured since May 2010.

Groups 186

Groups Brands Customer Experience Customers 186

NICE inContact

JUNE 28, 2019

Wouldn’t it be great if there was one single, relatively simple thing brands could do to motivate customers to stay loyal and spend more over the long-term? Talk about a silver bullet. There is a way that brands can encourage loyalty with demonstrable results: Make customers feel good — again and again. Customer decision-making and motivation — how customers act and why — is at the core of customer experience.

Self Service 168

Self Service Contact Center Entertainment Call Center 168

Kristina Evey

JUNE 20, 2019

Shaun Belding is a leading global expert and speaker on customer experience, leadership and building positive workplaces. He is the … Read More Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success. The post Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success appeared first on Kristina Evey.

Leadership 168

Leadership Customer Experience Customers 168

GetFeedback

JUNE 3, 2019

Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In.

Marketing 220

Marketing Customer Experience How To Sales 220

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

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience? The answer is easy to say and harder to do.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Alida

JUNE 21, 2019

Introducing the voice of the customer into every facet of VMware’s business is one of the most profound and exciting opportunities of my career. My team’s mission is to ignite systemic business improvements across VMware to maximize the customer (and partner, and employee) experience. In Customer Advocacy, we live by a “listen + act” philosophy: we deeply value customer input, we are always listening, and we drive real change based on what our customers tell us.

Employee Experience 165

Employee Experience Customers System Customer Experience 165

Customer Bliss

JUNE 18, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Chief Customer Officer 161

Chief Customer Officer Video Course Banking 161