DemandJump
MARCH 27, 2020
The Oxford Dictionary defines Attribution as "the action of regarding something as being caused by a person or thing". The term went from obscurity in the early 20th Century to relative popularity in the 2010s and today as more people asked questions like these. Why do people do what they do? What causes people to think or feel a certain way?
ShepHyken
MARCH 27, 2020
This week we feature an article by Eralp Arslan, a digital marketing specialist at JotForm. He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. Did you know that customers who have a positive experience are 54 percent more likely to make another purchase and are five times more likely to recommend your brand to others ?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
inSided
MARCH 27, 2020
It’s been a couple of weeks for most of us now, and a lot of us in the SaaS and Customer Success industries are getting into the swing of fully remote working. Maybe you’re already used to working remotely on occasion, perhaps you’re part of a fully-remote organization, or maybe you’ve never picked up your laptop outside of the office’s four walls—but whatever your situation, you’re no doubt having to deal with some significant changes to “business as usual” at the moment.
InMoment XI
MARCH 26, 2020
This article was originally published here. The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. The sudden influx of physical distancing, the (hopefully temporary) shuttering of businesses, and general unease about the virus have all reshaped how customers interact with brands virtually overnight.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
GetFeedback
MARCH 23, 2020
GetFeedback by SurveyMonkey offers the most flexible, easy-to-use CX technology with the fastest time-to-value in market.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
MARCH 25, 2020
One of our principles for making changes to your Experience Management (XM) programs, SHOW HUMANITY, is critical for all of us right now. The post It’s A Perfect Time To Show Our Humanity appeared first on Experience Matters.
InMoment XI
MARCH 26, 2020
The Importance of Listening Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event. The two of you introduce yourselves to one another after which the person you just met launches into a personal story around something personally interesting to them. View Article.
Comm100
MARCH 23, 2020
Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared. You don’t want your agents to feel bombarded with visitor inquiries, and right now, for many customer service teams, this is a bigger challenge than ever. .
Calabrio
MARCH 26, 2020
Covid-19 is impacting all dimensions of the workplace from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare. This new reality gives us a lot of questions to consider regarding the nature of work, technology and culture.
Advertisement
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.
Uniphore
MARCH 24, 2020
Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic.
InMoment XI
MARCH 23, 2020
Customers are still interacting with products and services even as COVID-19 continues to disrupt the economy, purchase habits, and everyday lives. Don’t stop listening to your customers during this critical time! Join top customer experience and research experts from Inmoment and MaritzCX, and Inmoment company, in this webinar as they provide answers to your critical.
Comm100
MARCH 23, 2020
Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared. You don’t want your agents to feel bombarded with visitor inquiries, and right now, for many customer service teams, this is a bigger challenge than ever.
NICE inContact
MARCH 27, 2020
Jeff Kennon, Director of Customer Experience for NeoNova, a customer support enterprise servicing some of the world’s leading internet service and telecom providers, says that leveraging a workforce management platform helped delight both customers and agents. He explains how opening new channels has made for a great customer experience.
Advertisement
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.
Gainsight
MARCH 25, 2020
If you’re like me, you probably feel like the world we live in is completely different from what it was even just a few weeks ago. Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. It’s also clear that no one was 100% prepared for the pace at which this new normal came about.
InMoment XI
MARCH 24, 2020
Little Things Make a Big Impact on CX It’s the little things that make the biggest difference in customer experience. Dave Fish, CEO of CuriosityCX, outlined a series of 3 “little” things that make a big impact on CX: 1. Words Matter The words you curate to connect with your customer can be the make. View Article.
Beyond Philosophy
MARCH 26, 2020
We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them. Communicate, communicate, communicate. In times of trouble, it is best to start a dialog with your customers.
NICE inContact
MARCH 26, 2020
Our lives have been disrupted, both at home and work. And the rapid pace of information we are getting about COVID-19 worldwide both via traditional news outlets and social media creates an even more heightened sense of concern. COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities.
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.
Calabrio
MARCH 24, 2020
Last week I talked about how we at Calabrio are approaching the impact of coronavirus on our employees, as well as our employee-customer collaboration. Since then, we have seen a huge amount of engagement across our Teams channels, a reduction in the concern about working from home and rewarding online workshops with customers. Virtual meetups and coffee breaks are also going strong.
Uniphore
MARCH 23, 2020
Digitization is on the mind of virtually every customer service leader, as new technology promises to improve the customer experience, streamline internal processes and boost agent productivity. Read More.
NICE inContact
MARCH 26, 2020
Every contact center leader climbs a steep hill when trying to meet performance goals within budget. It doesn’t help that it’s hard to find, train, and retain qualified agents. Leaders face markets with historically low unemployment and plenty of competition that offers attractive compensation (e.g., Amazon). Even when they get folks to sign on, training takes too long, and time to proficiency can be even longer… if the agents stay long enough to get there!
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
MARCH 21, 2020
A global pandemic wasn’t in your plans this quarter. However, we see an opportunity to enhance your relationships with customers in this global crisis. In this episode of The Intuitive Customer, we share ten strategies for managing the uncertainty surrounding COVID-19. Our practical tips help you manage the stress and anxiety at your front lines to the best possible outcome.
Calabrio
MARCH 24, 2020
Let me start by saying this: Like most of us who share a C-suite title, we believe we are good leaders. Over 25 years of practice, I have learned a lot about leadership and I have also made my share of mistakes. But the challenges we are collectively facing—in keeping ourselves, our families, our communities and our businesses safe—has proven to be my largest test yet.
FiveStars
MARCH 23, 2020
In San Francisco, we are now starting on week 2 of ‘shelter in place.’ In the last 24 hours, New York, Louisiana, Ohio, and Delaware have followed suit and shut down non-essential businesses, joining a list of over a dozen states that have issued similar orders. While it’s only been a week of staying inside […]. The post Impact of Coronavirus on Small Business appeared first on Fivestars Insights.
NICE inContact
MARCH 25, 2020
What comes first — agent experience or customer experience? More and more, contact centre leaders are seeing why you can’t achieve maximum results on efforts to improve customer experience (CX) without a deliberate focus on improving agent experience (AX). And the improvements you make to your agent experience can have a profound impact on your contact centre’s customer experience.
Advertisement
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Experience Investigators by 360Connext
MARCH 24, 2020
It feels a little tricky to try to predict anything these days… but I’m going to ask you to try. Knowing how much uncertainty is out there, it can be tempting to throw up our hands and say our customer experience is on hold indefinitely. But of course, that’s not the case. Your customer experience happens whether you are planning it or not.
TechSee
MARCH 23, 2020
Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. In the current climate, this model has emerged as a critical element of any call center business continuity plan and companies around the world seek to enable remote working as quickly and seamlessly as possible.
ShepHyken
MARCH 25, 2020
Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Once every year or so, they have some type of refresher. Good for them, but there’s more to it than just that and it’s easier than you think. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training.
Expert insights. Personalized for you.
52 
Let's personalize your content