Playvox
JANUARY 30, 2019
We all know it’s important to deliver the best possible customer service. But is it possible to see just how important? Delivering a positive experience is a must to retain customers and ensure repeat purchases. Consumers who enjoy the best past experiences with a brand spend 140 percent more.
iPerceptions
JANUARY 29, 2019
In 2019, the heat will be turned up on Customer Experience (CX) professionals to design positive, memorable experiences that will attract new consumers, and keep existing customers from fleeing to their competition.
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Strikedeck
JANUARY 29, 2019
Clayton shares how to move from reactive to proactive Customer Success, and the necessary strategies to advance!
Lumoa
JANUARY 29, 2019
What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization.
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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
JANUARY 28, 2019
The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. From telling you that the majority customers are extremely annoyed with your new website design to predicting that your customers are about to switch to your closest competitor, there are so many valuable insights that are lost if you’re only looking at your NPS as a number. .
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
JANUARY 30, 2019
It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions. Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream.
Lumoa
JANUARY 30, 2019
What is customer experience? We asked 15 CX experts and practitioners to define customer experience management and trends in 2019.
NICE inContact
JANUARY 31, 2019
I could take you through a litany of common contact center terms and definitions … but why? There are plenty of places you can go to find that information. In fact, I’ve included a link to an unbiased market source at the end of this blog. There are, however, some terms you should know today, that might not be on lists of old. . To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the mo
Customer Bliss
JANUARY 29, 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Advertiser: ZoomInfo
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TechSee
JANUARY 29, 2019
Samantha is preparing for a party she’s hosting this weekend. She’d like to purchase a standalone freezer so she can cook in advance. Between carpool, the dry cleaners’ closing time, and the dog’s appointment at the vet, there is simply no time to hit the stores, or browse through a myriad of online options. Samantha takes 30 seconds to snap a photo of her available space and uploads it to the snap-to-purchase app.
CX Journey
JANUARY 30, 2019
Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. What gives? I wrote about that massive gap last year and cited two reasons that Bain offered up for its existence: (1) a focus on acquisition over retention, and (2) a mispl
NICE inContact
JANUARY 29, 2019
Keeping good employees is a priority in every industry. But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on.
InMoment XI
JANUARY 31, 2019
Heightened Stance on Enterprise Data Protection–ISO 27001 Information Security Management Certification Rich Burgi Named Chief Information Security Officer In demonstrating our continued commitment to maintaining the highest standards in security for our customers, we, the customer experience (CX) company for big business, have attained a heightened level of information management security certification, ISO 27001.
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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.
GetFeedback
JANUARY 29, 2019
GetFeedback provides pre-built survey templates for every stage of the customer journey so you can successfully create surveys with ease.
Customer Bliss
FEBRUARY 1, 2019
Quite a few of the CX leaders I’ve spoken to on the podcast have shared that previous experiences in sales, retail, and hospitality helped create a foundation for the skills required to be a successful CX champion in their organization. In today’s episode, I chat with Rhiannon Hoeweler , the Vice President of Visitor Experience, Strategy, and Fun at The Cincinnati Zoo and Botanical Garden.
NICE inContact
JANUARY 30, 2019
As Americans continue to re-think the whole question of owning versus renting their homes, the percentages of those who are choosing to rent is surging—across all regions and demographic groups. For Millennial Specialty Insurance (MSI), this definitely a case of being in the right place at the right time. Working with agent-partners rather than direct-to-consumer, MSI focuses on niche markets, primarily renters and condominium insurance for multi-family housing.
InMoment XI
JANUARY 31, 2019
Creating value in and out of the workplace is a challenge for all businesses, especially when it comes to their CX programs. And understanding how to create that value, is an entirely different challenge. Since the 1950’s, behavioral scientists have combined economics and psychology to study human behavior in business models; effectively introducing solutions that.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
GetFeedback
JANUARY 29, 2019
New Pre-Built Survey Templates by GetFeedback. We’re excited to release our new and improved in-app survey templates. Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease. They say that motor oil is lifeblood for a car. It travels through all parts of your engine, keeping each component greased so it can function properly.
Kerry Bodine
JANUARY 29, 2019
The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared to the 1.6 million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.
NICE inContact
JANUARY 30, 2019
Progressive Dialing covers the “middle ground” between manual dialing, and the more advanced Predictive Dialing solutions. . A Progressive Dialer, just like a Predictive Dialer, is implemented to avoid agents having to manually dial customer phone numbers to make outbound calls. Progressive Dialers are used in any vertical, for customer service, sales, telemarketing, collections and any other environment that requires making outbound calls from a list and does not want to saddle their agents w
InMoment XI
JANUARY 29, 2019
Customer experience is driven by a company’s ability to recognize opportunities and act on them at the proper time. The tools that provide the best outcomes are achieved by combining specific programs with appropriate actions. Bryan Rhodes and Brian O’Connor, two MaritzCX professionals, give their insights and a step-by-step process on how to incorporate a.
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.
GetFeedback
JANUARY 28, 2019
A Net Promoter Score isn't just a number. Learn how to use your NPS survey results to boost customer retention and provide the best customer experience.
Kristina Evey
JANUARY 29, 2019
Shownotes… The majority of your Customer Experience works falls on the shoulders of the people you put in charge of … Read More Episode 36 – Building the Right CX Team. The post Episode 36 – Building the Right CX Team appeared first on Kristina Evey.
NICE inContact
JANUARY 30, 2019
We’re pleased to let you know that NICE inContact has received the highest score in Customer Engagement Center use case in Gartner’s “Critical Capabilities for Contact Center as a Service” research report , just out in mid-December. We believe that the exemplification of NICE inContact’s critical capabilities applied to real-world use cases is especially interesting because it demonstrates our customer-centric vision and strategies and our commitment to helping customers like you achieve y
ShepHyken
JANUARY 30, 2019
“Please stay on the line to answer a short, one-question survey at the end of this call.”. That’s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I’ll give them an extra minute of my time. So after the call, I stayed on the line. What came right after the call was the promised simple question.
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Esteban Kolsky
JANUARY 28, 2019
While my blog was being “reworked” (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft. That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years. The first webinar was on the evolving role of customer service and how it is going to look in the next decade.
NICE inContact
JANUARY 28, 2019
We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018. We’re popping the hood on this valuable third-party research report and taking a closer look at the Forrester evaluation methodology underneath, that led to NICE inContact being named a leader for cloud contact centers. We’ve talked about the thorough questionnaire and proof of concept demos, but as every contact center well knows, no vendor review would be complete without inc
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