InMoment XI
SEPTEMBER 28, 2022
Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., is viewed as an imperative. And for good reason. 21st century business is won and lost based on who can deliver the best customer experience.
Comm100
SEPTEMBER 28, 2022
Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. Key performance indicators, or KPIs, are performance measurements that show how effectively a company is achieving its goals. KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
The DiJulius Group
SEPTEMBER 6, 2022
There is irrefutable evidence that the best customer experience brands from every industry outperform their competitors and the stock market by a significant margin, in any economy—yet often there are regrets about the customer experience that CEOs have on their deathbed, having been caught up in the short-term artificial gains. When profits are the sole.
ShepHyken
SEPTEMBER 23, 2022
This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. She shares five key tips for creating an exceptional experience for customers. Customer experience is constantly changing and evolving. Processes that worked a year ago might not be suitable for a business today.
Advertisement
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Steve DiGioia
SEPTEMBER 5, 2022
Job descriptions expect it. Social media “influencers” claim it. And we listen to those we assume are one. An “expert”. But who is really an expert? What Are the Requirements to be an Expert? Is it someone who has multiple advanced degrees and took place in hundreds of clinical trials but has never worked outside of academia adapting to real-world market conditions?
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 29, 2022
Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense. For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions.
Comm100
SEPTEMBER 4, 2022
Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior cust
ECXO
SEPTEMBER 15, 2022
The European Customer Experience Organization – Upcoming Events, Research, and Activities for You. Update Public Newsletter for future ECXO.org Members. How are you? We hope you and your family are having a great summer. The European Customer Experience Organization is an open-access CX Professional Network aiming to educate European and the rest of the world’s Corporate on CX, EX related topics, including customer understanding, perception, and real innovation plus some evolving top
Heart of the Customer
SEPTEMBER 28, 2022
As I mentioned in my last posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next week on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of […]. The post Do B2B Better Excerpt #3: Dow appeared first on Heart of the Customer.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.
Beyond Philosophy
SEPTEMBER 1, 2022
We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening.
IntouchInsight
SEPTEMBER 15, 2022
Here at Intouch Insight we are always looking to launch new features that will help you to achieve customer experience excellence. This month we have launched several new features to the Intouch Platform that we can’t wait for you to begin using.
InMoment XI
SEPTEMBER 22, 2022
Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. Organisations are typically quite comfortable tackling inner loop programs. If you have agents that review and action customer feedback, and enough resources to contact unhappy customers, you’re off to a good start.
Comm100
SEPTEMBER 6, 2022
After you have defined your live chat objectives , it is time to consider the next step: beginning to implement your live chat software. In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction. But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of?
Advertisement
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
ShepHyken
SEPTEMBER 29, 2022
I’ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. . Communication is one reason that their vision is coming to life. The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and
Heart of the Customer
SEPTEMBER 22, 2022
As I mentioned in previous posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical […]. The post Do B2B Better Excerpt #2: Nancy Flowers appeared first on Heart of the Customer.
Eptica
SEPTEMBER 12, 2022
Date: Monday, September 12, 2022 Author: Pauline Ashenden - Demand Generation Manager The 6 benefits of chatbots for housing associations. Published on: September 12, 2022. Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs.
IntouchInsight
SEPTEMBER 8, 2022
The rapid evolution of technology continues to impact every industry and raise consumer expectations around how brands incorporate it into their customer experience. The rise of 3rd party mobile ordering and delivery services has helped many businesses offer a mobile shopping experience quickly, but at a cost.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
InMoment XI
SEPTEMBER 22, 2022
Of all the unicorns that brands and organizations chase with their customer experience (CX) programs, higher survey response rates are one of the best-known… and sometimes the most elusive. This is especially true right now, when survey response rates are declining due to a litany of new and unprecedented causes. Today, we’re going to go through those causes, how their impact goes far beyond surveys, and what brands like yours can do to respond to this continuous drop in numbers.
Comm100
SEPTEMBER 14, 2022
Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software. From live chat and chatbots to social media and SMS, Comm100 Omnichannel integrates every key channel into one platform so customers can connect how they want, and companies can deliver efficient, cost-effective support.
Beyond Philosophy
SEPTEMBER 3, 2022
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement
Heart of the Customer
SEPTEMBER 20, 2022
Being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical tips. But I am particularly […]. The post Do B2B Better Excerpt #1: Roxie Strohmenger appeared first on Heart of the Customer.
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.
Eptica
SEPTEMBER 2, 2022
Date: Friday, September 2, 2022 Author: Pauline Ashenden - Demand Generation Manager The key questions to answer when embracing the cloud in your contact centre. Published on: September 02, 2022. Author: Pauline Ashenden - Demand Generation Manager With more and more contact centres seeing the benefits of moving to the cloud, companies are asking more detailed questions about the functionality and advantages that it provides.
ShepHyken
SEPTEMBER 14, 2022
More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer s
InMoment XI
SEPTEMBER 13, 2022
We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker. Foot Locker is constantly striving to deliver the most memorable, innovative experiences to their “modern athlete” customers, and they have some incredible exciting initiatives planned for the next year!
Comm100
SEPTEMBER 19, 2022
Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. The primary reason for implementing chatbots into customer service is to improve communication with customers and help them get answers to their queries in real-time.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Totango
SEPTEMBER 6, 2022
What Is a QBR? How to Make Quarterly Business Reviews Count. A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.
Heart of the Customer
SEPTEMBER 16, 2022
A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle. Back then, I had no idea my curiosity would lead to a massive two-year research undertaking involving hundreds of hours of interviews with CX professionals and hundreds more survey […]. The post The CX Event You Don’t Want to Miss appeared first on Heart of the Customer.
Integrity Solutions
SEPTEMBER 2, 2022
One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. This max exodus of talent may be slowing down a bit, but it’s far from over. More than two years later, even with the threat of a recession looming in the background, companies continue to struggle with finding talent to fill open positions.
Expert insights. Personalized for you.
418 
Let's personalize your content