Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized.

Customer Journeys 210

Customer Journeys Social Media B2C Omni-Channel 210

Kerry Bodine

JANUARY 10, 2020

I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.

Customer Journeys 177

Customer Journeys Sports How To Groups 177

Lumoa

JANUARY 9, 2020

We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way.

Measurement 310

Measurement Customer Experience Customers 310

Horizon CX

JANUARY 31, 2020

According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give. It can also mean a capacity for good, similar to a value that is to be realized in the near future.

Brands 147

Brands Advertising Connections Consumers 147

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

Customer Bliss

JANUARY 30, 2020

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making. And they challenge themselves to walk away from practices that aren’t congruent with their values. They honor the human at the end of their decisions, establish a balanced relationship with customers and partners, and put employees in a position to act at work, like they’d act a

Company 216

Company Hotels Insurance Travel 216

NICE inContact

JANUARY 21, 2020

Most, if not all businesses are wrapping up an informal ‘stress test’ on their customer service operations that could have a big impact on their business for the coming year and beyond. The holiday rush not only drives big business for retail, distribution and travel/hospitality – but also a surge in customer service opportunities.

Hospitality 156

Hospitality Customer Experience Travel Retail 156

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant omnichannel design that truly improves the customer’s holistic experience with your brand.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

InMoment XI

JANUARY 21, 2020

Maximize the Effectiveness of Your Dashboards Fighting for the attention of our colleagues and executives is hard, let alone, having the ability to inspire them to think differently or make necessary changes is even harder. As experience management practitioners you need to find ways to connect emotionally, and an important part of your role is. View Article.

Connections 195

Connections Management 195

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s adva

How To 243

How To Social Media Analysis Feedback 243

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

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

Heart of the Customer

JANUARY 9, 2020

If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives. Earlier this week in this space you met Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the Department of Veterans Affairs […]. The post When CX Is a Matter of Life or Death appeared first on Heart of the Customer.

Customer Experience 103

Customer Experience Customers Survey 103

SuiteCX

JANUARY 13, 2020

We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. It was really a fascinating class – smart and discerning. There were a number of common questions and comments from both beginning and advanced CX Architects/Mappers. These following questions got me thinking: We are B2B, so we are more complex than B2C, aren’t we?

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

Steve DiGioia

JANUARY 6, 2020

We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. This is a dream hire. But other times, we hire a dud who chases our clients away.

Customer Service 200

Customer Service Exercises Customers Course 200

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Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. There are ways to overcome these habits. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. .

Advertising 178

Advertising Consulting Sales Customers 178

Customers That Stick

JANUARY 29, 2020

Who is the customer? This seems like a question with an obvious answer. However, it is not as simple as it seems. Of course, the customer is somebody who purchases a good or a service from you, but a customer can be more than just that. I view a customer as someone we owe a duty or obligation to in an organizational context. You can have external customers, those we normally think of as customers, but you can also have internal customers who are people in your organization or subcontractors even

Course 78

Course Customers Sales Customer Service 78

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. .

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

Inbenta

JANUARY 8, 2020

Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet. This affect actions that are usually quite simple, such as managing a contract, asking for a quote or even finding the answer to a customer support request. Self-service: to meet what need? The implementation of one or more self-service solutions becomes relevant when a client service department is facing numerous online requests, to the po

Self Service 81

Self Service Omni-Channel Chatbots Study 81

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

Centercode

JANUARY 16, 2020

5G, AI, self-driving cars — in no time at all, we’ll be looking back and saying, “Oh, those old things?” Today’s technology is evolving at lightspeed (though we’re still waiting on lightspeed travel), and development teams are moving just as quickly to deliver on rapidly expanding technological landscapes and increasing customer demands.

Resources 69

Resources Conference Analysis Analytics 69

Customers That Stick

JANUARY 28, 2020

It’s no secret that artificial intelligence is already starting to impact customer service. This impact is certainly to grow immensely in size in the coming years. Employees in many customer service roles are beginning to wonder whether they will lose their job to a robot, whether or not their role will be replaced. There is a great deal of fear and uncertainty out there and it is incumbent on customer experience leaders to help guide their teams and try to allay these fears as much as pos

Customer Service 78

Customer Service Tips Customers Communication 78

GetFeedback

JANUARY 5, 2020

Churn can cripple any organization. These 40 customer retention stats reinforce the growing need for effective customer experience management.

Customer Retention 400

Customer Retention Customer Experience Management Customers Management 400

Lumoa

JANUARY 30, 2020

We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. You have to consider which initiatives have the most potential to impact customer effort for your priority customers.

Customer Experience 394

Customer Experience How To Resources Customers 394

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Voice of Customer

InMoment XI

JANUARY 14, 2020

Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.

Employee Experience 355

Employee Experience 355

Customer Bliss

JANUARY 17, 2020

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life?

Chief Customer Officer 327

Chief Customer Officer Banking ROI Financial 327

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. Image credit: Forrester. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

QuestionPro Audience

JANUARY 26, 2020

What are online panels? Online panels are groups of pre-recruited individuals who have agreed to take part in market research surveys, focus groups, or in-depth interviews. These individuals are called panel members or panelists. A panel generally comprises people sharing similar traits. To get recruited to panels and participate in research studies, individuals share a large amount of household data, demographic data, and behavioral characteristics during the registration phase.

Groups 243

Groups Study Survey Data 243

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

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . As my trip progressed, I got email requests for feedback at each step.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Steve DiGioia

JANUARY 20, 2020

I saw this written on a resume the other day. One of her past job duties was “ Joyfully greeted guests “ My first reaction was, “What kind of B.S. is that to write? You must be padding your resume ‘cause you can’t be that good. Then I started to think… How does one joyfully greet a guest (customer)? I ran a scenario through my mind of someone browsing through rack after rack of clothes when a store employee pounces over and says “Hey, good afternoon.

Travel 238

Travel Customer Service Customers 238

InMoment XI

JANUARY 28, 2020

The Innovative Approach to Amplifying the Patient Experience Providing a patient experience that exceeds expectations has become increasingly important within the healthcare industry. Many patient experience programs struggle due to the inability to effectively measure the patient journey, the lack of flexibility in data collection and internal reporting, and inadequate action plans.

Healthcare 317

Healthcare Innovation Measurement Report 317