The CX thought experiment that CEOs must conduct
MyCustomer
SEPTEMBER 30, 2019
Engagement. The CX thought experiment that CEOs must conduct.
Sat.Sep 28, 2019 - Fri.Oct 04, 2019
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Could you be doing more to understand your customers?
Eptica
OCTOBER 2, 2019
Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. Author: Pascal Gauvrit - CTO In the run-up to N ational Customer Service Week , which begins on 7 th October, we’re sharing our thoughts and experiences on the key themes highlighted during this celebration of the importance of the industry.
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Ten Strategies for Building Strong Internal Customer Relationships
CSM Magazine
SEPTEMBER 29, 2019
Internal customers are organizational or contracted employees to whom you provide information, products and services. They rely on you to give good service. Unfortunately, many employees fail to realize the importance of developing powerful strategies for building and maintaining strong internal customer relationships. That is too bad because internal customers are just as important as those outside the organization.Still, some employees fail to realize that everyone in the organization is a cus
Customer Success: A Key Driver for Meaningful Relationship and Sustainable Growth
Strikedeck
OCTOBER 1, 2019
Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.
2024 State of Customer Education Report
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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.
How Customer Success Managers Can Become An Invaluable Asset for Their Clients
ClientSuccess
SEPTEMBER 30, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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This is How You Can Tell You’re a Customer Service Professional
Steve DiGioia
SEPTEMBER 30, 2019
In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Many hold the title but never seem to accomplish the task. Some tout the certification letters after their name but can’t put their knowledge to use. Others, sadly, haven’t a clue and chase away more customers than they help.
Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding
CX Accelerator
OCTOBER 3, 2019
The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
Today’s Toughest Marketing Challenge is Not Customer Satisfaction!
C3Centricity
OCTOBER 1, 2019
We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well. And customer satisfaction is becoming insufficient to drive growth alone. Companies need to deliver more, a lot more!
Why Survey Data Collection Is More Important Than Ever
GetFeedback
OCTOBER 4, 2019
Survey data collection might not seem like a revolutionary or groundbreaking business practice but in an economy that’s increasingly being driven by customer experience (CX) it’s one of the most important things an organization can do. How else are you supposed to know what your customers think about your product or service? And by think I mean more than just vague concepts like they love it , but more concrete and useful things like: What feature do they value most?
Less Stress, More Success: Accounting Best Practices & Processes for 2025
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.
Reducing Delay Between Feedback & Action with Survey Overhaul
InMoment XI
OCTOBER 2, 2019
This article about MaritzCX was originally published by hrdaily.com.au Shortening the Time to Respond to Feedback Despite an already high engagement score, a national employer has overhauled its engagement survey process to shorten the time it takes between receiving and responding to feedback. In effort to connect and compare employee engagement data with data on.
Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding
CX Accelerator
OCTOBER 3, 2019
The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
Humanizing The Customer Experience In Marketing
CloudCherry
OCTOBER 1, 2019
Hey, we’re only human. And, when it comes to Customer Experience in Marketing- as in all things- we want people to remember that. “It’s simple. When we talk about humanizing the experience, it doesn’t matter what your discipline is. If it’s marketing, if it’s contact center…If you have a customer experience title, it all boils down to treating the customer the way we want to be treated.” – Wise words indeed, and the first of many shared by Becky Roemen – Sr CX Consultant at TTEC Digi
How Global Brands use Trust and Transparency to Unlock Valuable Customer Insights
Alida
SEPTEMBER 30, 2019
On September 24, over 100 insights, marketing, product and CX professionals gathered in New York to discuss the current state of customer insights, data privacy and trust and transparency.
Frost Radar: Voice of Customer Analytics, 2024
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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.
Hip hip, Hooray! It’s CX Day
InMoment XI
OCTOBER 1, 2019
Celebrating CX Day 2019 Today is CX day, in which we globally celebrate companies and professionals that create great experiences for their customers and employees. As companies and professionals, this is a day when we can reflect on the various customer experience milestones that have been achieved this year, and rededicate ourselves to our customer.
Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding
CX Accelerator
OCTOBER 3, 2019
The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds
NICE inContact
OCTOBER 2, 2019
The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text , organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels.
How to Ease the Pain of Scaling Your Contact Center
BlueOcean
SEPTEMBER 30, 2019
Business is booming? Great! There’s nothing we love more than a good growth story. Your revenue is skyrocketing, which usually means your customers are buying more and you’re gaining more customers. Of course, growth spurts often go hand-in-hand with growing pains. Have you also noticed more customers calling or messaging with questions and concerns?
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
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.
Hip hip, Hooray! It’s CX Day
InMoment XI
OCTOBER 1, 2019
Celebrating CX Day 2019 Today is CX day, in which we globally celebrate companies and professionals that create great experiences for their customers and employees. As companies and professionals, this is a day when we can reflect on the various customer experience milestones that have been achieved this year, and rededicate ourselves to our customer.
Crash and Churn: survey reveals the customer service fails that cause attrition
TechSee
OCTOBER 2, 2019
The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable.
Using CSAT to Create Exceptional Customer Experiences (On-Demand)
GetFeedback
SEPTEMBER 30, 2019
Watch this 30 minute webinar as we discuss how to measure your customer satisfaction (CSAT) score and use it to improve your customer's experience.
Why First Response Time Is Not Enough For Your Mobile Customers
NICE inContact
OCTOBER 4, 2019
There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics. Let me tell you why, but before that, have a look at what I mean by “Mobile” in this context.
HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged
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.
Advice on Adding a Reward Component to Your CX Program
InMoment XI
SEPTEMBER 30, 2019
Recently more and more of our clients are considering adding a significant reward component to their customer experience (CX) programs. This may take place by directly rewarding CX outcomes, or by adding them to an existing reward-based incentive program. Many automotive manufacturers have been using CX outcomes in their reward-based incentive programs for decades.
Why Good Customer Experience Starts With Your Internal Culture
Customer Bliss
OCTOBER 3, 2019
How does the diversity of your team affect their output and synergy? In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. In her role, Leslie merges workforce development with marketing, working directly with retailers. Leslie’s work involves partnering with stores that have chosen Citi as their private label and/or co-brand card provider.
Introducing Self-Scheduling for Frontline Employees
Calabrio
OCTOBER 3, 2019
As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. For many years, contact center leaders have viewed automated Workforce Management (WFM) as their saviour, eliminating many hours of time-consuming manu
Top Three Myths of Hiring Remote Contact Center Agents
NICE inContact
SEPTEMBER 30, 2019
Business in 2019 looks dramatically different than it did 30 years ago. One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.
eCommerce in 2025: How Customer Experience Drives Online Retail Success
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
Why Survey Data Collection Is More Important Than Ever
GetFeedback
OCTOBER 4, 2019
How to use survey data collection to optimize your customer experience (CX) across all departments within your organization.
Happy CX Day 2019!
Experience Investigators by 360Connext
OCTOBER 1, 2019
Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. If you haven’t already, get your CX Day started with a global good morning from some friends around the globe!
Career Path Advice: 3 Steps in the Evolution of Becoming a CCO or CXO
Customer Bliss
OCTOBER 2, 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. The following is a lightly edited transcript of the video below. Today, I want to talk about the evolution of your role, from where you are inside the company to a chief experience officer, or a chief customer officer.
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