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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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
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.
Alida
NOVEMBER 14, 2018
We can all agree customers are critical to a brand’s profitability. Without them, there would be no brand. No business. No profits. You know they’re important. You know you should put them first. Yet, in a highly competitive retail environment, it’s also so easy to focus primarily on product development. Creating the best, most sought-after products consumers want is often front and center.
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.
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.
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: David Worrell, CFO, Author & Speaker
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
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.
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.
GetFeedback
NOVEMBER 12, 2018
Detailed pre-survey checklist to help you launch the perfect customer survey.
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.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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 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.
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?”.
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.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
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.
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).
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
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
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 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?
ShepHyken
NOVEMBER 16, 2018
This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. With technological advancements, the market has seen a tremendous shift in consumer behavior.
Thematic
NOVEMBER 13, 2018
In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? Then, h ow do you use VOC data to drive change in your organization? A new take on Voice of Customer: driven by insights.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
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.
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.
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
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