Centriam Customer Experience Lab
NOVEMBER 16, 2018
Retailers across the industry are coming to the same conclusion : customer experience is the best way to differentiate a brand. It provides increased cross-sell and upsell opportunities. It drives engagement through personalized interactions. It allows teams to make decisions faster, reducing wasted time and resources. It gives a complete view of the customer and aligns the entire organization.
Experience Investigators by 360Connext
NOVEMBER 16, 2018
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort. CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital enga
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InMoment XI
NOVEMBER 16, 2018
A colleague of mine often shares this sage advice whenever the opportunity arises; “God gave you two ears and one mouth, use them appropriately.” It seems talking is easy and listening is hard. Why is that? Some suggest this difficulty is related to brain function as the average person speaks at 125 words per minute, View Article.
Experience Matters
NOVEMBER 16, 2018
Well, this has been a crazy month. In case you missed it, Temkin Group was acquired by Qualtrics. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased.
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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.
GetFeedback
NOVEMBER 12, 2018
Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues. We know how painful this process can be, which is why we’ve created a pre-survey checklist to put your nerves at ease and help you launch the perfect customer survey. 1.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
NOVEMBER 13, 2018
There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it? Time. Customers value their time, and if you can find a way to respect that – in effect, using less of it so they have more to spend in other ways – they will appreciate you and most likely reward you with repeat business.
Experience Matters
NOVEMBER 12, 2018
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #4: Net Promoter Score Is The Best/Worst Metric What’s Wrong: People often argue that Net Promoter Score (NPS) is the greatest metric, while other people argue that it’s a terrible metric.
CloudCherry
NOVEMBER 13, 2018
A CEM platform is nothing without a little help from its friends. And we at CloudCherry say this as a full-featured CEM platform ourselves. We’ve invested a ton of time and energy into building the easiest, quickest integrations with the tools our clients already rely on. And here’s why. Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers.
ijgolding
NOVEMBER 13, 2018
In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure.
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.
IntouchInsight
NOVEMBER 15, 2018
Create surveys your customers will want to complete with these 7 strategies that will boost your survey response rates.
InMoment XI
NOVEMBER 13, 2018
Most comprehensive customer experience programs are made up of several different types of studies, the two most common of which are Transactional and Relationship studies. Here we will describe the differences between these two types of studies. Transactional or trigger-based studies are the base of most customer experience programs. This type of study is conducted.
Customer Bliss
NOVEMBER 13, 2018
In my new 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?
NICE inContact
NOVEMBER 14, 2018
As we continue to see, customer experience (CX) has moved ahead of product and price as the #1 brand differentiator. True customer delight is shown to not just improve brand loyalty, but also increase customer lifetime value. A research from Forrester measures the CX Index scores and its impact on revenue. And when it comes to CX, a little can mean a lot: Just a 1-point improvement in a CX Index score can lead to an incremental $244 million in revenue for certain industries.
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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.
Vonage
NOVEMBER 13, 2018
Hello. My name’s Tom Furr and I’m Head of Brand for NewVoiceMedia. And today, I’m excited to bring you, CONVO — our brand-new magazine about the art of great conversations. It’s got interviews, it’s got features and it’s got some meaty questions to really get you thinking. But, before I tell you what you’ve got to look forward to, I’ve got a request.
Beyond Philosophy
NOVEMBER 15, 2018
I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. It occurs to me that what I am really saying to people when writing with my swanky pen is that I am the type of bloke that can afford an expensive pen.
Customer Bliss
NOVEMBER 15, 2018
As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer e
NICE inContact
NOVEMBER 16, 2018
When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering. This happens on virtually every call, as agents generally perform customer identification duties whether or not the system has already done so (more on that later).
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.
Experience Investigators by 360Connext
NOVEMBER 16, 2018
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort. CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital enga
GetFeedback
NOVEMBER 12, 2018
Detailed pre-survey checklist to help you launch the perfect customer survey.
Uniphore
NOVEMBER 12, 2018
Today, if you scrolled through the latest news regarding RPA, whether it be around new funding, company announcements in this space or industry growth, you would think RPA is scaling at an unprecedented pace for whatever company just decides to take the plunge. However, the reality on the ground continues to paint a drastically different picture. The truth is that, according to new data from 590 enterprises worldwide, only 13% of RPA adopters are currently scaled up and industrialized, while mos
NICE inContact
NOVEMBER 14, 2018
In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. A CCaaS offers greater financial flexibility and eliminates costs associated with ownership and obsolescence. The final question in our decision framework is “What does success look like and can I quantify it?
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.
Customer Guru
NOVEMBER 13, 2018
What is customer loyalty? Customer loyalty is when a customer chooses a particular brand over the other similar providers in the market. This is so because he believes that the product and the experience have added value to him. He believes that the experience that he has had in dealing with this brand cannot be replicated by others. Such customers act as evangelists, encouraging their friends and folks to purchase from the same brand.
ShepHyken
NOVEMBER 14, 2018
As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts. The other day I was interviewed and asked, “How does one get started?”.
Heart of the Customer
NOVEMBER 16, 2018
This is ironic. Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. Except when it isn’t. The post Journey mapping is still happening in silos. appeared first on Heart of the Customer.
NICE inContact
NOVEMBER 12, 2018
We are entering an experience economy where customers are not just looking for the right service at the right time but looking for one that is engaging and immersive. Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy. Contact Center Customer Experience can be enhanced every step of the way as customers interact with the brand.
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
CX Journey
NOVEMBER 14, 2018
Image courtesy of Pixabay Today I'm pleased to share a guest post by Chris Ryba of VHT. To compete in today’s market, companies have to go beyond providing excellent customer service. Today, we work in an experience economy, where people are looking for a memorable business interaction, not just a successful one. Companies like Apple have dominated the experience economy by making everything from the website to stores to packaging an Instagram-worthy event.
Beyond Philosophy
NOVEMBER 16, 2018
What are the best statistics to help you prove ROI for your customer experience program? These are the best statistics that will help you create ROI. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on.
Heart of the Customer
NOVEMBER 14, 2018
What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked. This confusion is fueled by vendors who offer “journey mapping workshops.” This is a half- or full-day workshop where you […]. The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer.
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