IntouchInsight

APRIL 17, 2020

Find out how to anticipate needs and understand consumer behaviour and intent as businesses are forced to shift away from their traditional sales model.

Consumers 206

Consumers Brands Sales How To 206

ReviewTrackers

APRIL 13, 2020

Social Media 65

Social Media Customer Retention How To Customers 65

ERDM

APRIL 16, 2020

Article by Ernan Roman Featured on CMO.com For many organizations, the coronavirus has altered the way people work—with the most obvious change, of course, coming in the form of closed offices and people working remotely. B2B firms are no exception. However, in these days of social distancing, it’s especially important that companies remain connected with their employees and customers.

B2B 52

B2B Marketing Study Connections 52

Experience Investigators by 360Connext

APRIL 14, 2020

If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. It’s one of the most useful tools you have in your customer experience toolbox at this moment.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

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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.

Contact Center

InMoment XI

APRIL 16, 2020

In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical. In this article we will look in depth at customer experience problems and solutions through two stories, in order to.

Innovation 365

Innovation Customer Retention Customer Experience Company 365

Calabrio

APRIL 16, 2020

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Staying connected and responsive to customers under these circumstances can be challenging; access to a cloud-based contact center can be critical to resolving the new influx of cases and maintaining business continuity.

Connections 307

Connections Contact Center Analytics Software 307

Customer Bliss

APRIL 15, 2020

I want to talk about listening, and especially listening to your customers right now. Recently, I’ve received some questions including: Do you stop your surveys? How do you listen? So I want to share my thoughts on six key ways in which we should continue to listen to and communicate with our customers—and our teams. 1. Shift from Validating to Understanding.

Groups 303

Groups Financial Survey Customers 303

Experience Matters

APRIL 13, 2020

Last week, my colleagues Steve Bennetts, Sally Winston, and I held a webinar (watch it here) focused on how organizations should manage their employees’ work-from-home experience. While we covered several meaty topics, we also tried to keep the discussion light and lively. In fact, we covered this topic while working from our own homes and at certain points during the webinar, you can clearly hear children playing and laughing in the background.

Employee Experience 266

Employee Experience Management 266

InMoment XI

APRIL 14, 2020

Volvo Sees Increase in NPS by Leveraging CX Insights When Volvo started its CX programme, the company was fixated on getting a higher response rate and higher NPS scores. The original state of the programme seemed to have left employees coaching customers to give higher scores and gaming the system to get the response rates. View Article.

Tips 259

Tips NPS Customer Experience System 259

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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.

Self Service

C3Centricity

APRIL 11, 2020

Insights are the pot of gold that many businesses dream of but rarely find. Why is that? Are you one of them? If so then I have some practical ideas on how you can get much, much better at insight development. #1. Insights don’t come from a single market research study. Management often thinks that insight is “just another word for market research”.

Advertising 240

Advertising Brands Communication Examples 240

Customer Bliss

APRIL 17, 2020

In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today’s “Daily Dose” comes from Publix Super Markets , the beloved chain in the Southeast of the United States.

Marketing 208

Marketing Financial Video Company 208

CX Accelerator

APRIL 13, 2020

An original piece from Ben Motteram. As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.

Strategy 208

Strategy Customer Expectations Management Resources 208

GetFeedback

APRIL 16, 2020

SurveyMonkey's VP of CX Christine Rimer shares her thoughts on the evolving role of CX to kick off our monthly LinkedIn livestream series.

Customer Experience 195

Customer Experience Customers 195

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.

Brands

InMoment XI

APRIL 16, 2020

Delivering a New Vehicle is Special. Make it Memorable! The delivery is an important moment of truth that solidifies the customer’s feelings about their vehicle purchase. It significantly impacts their comprehension of features and benefits, the overall enjoyment they will experience, and how they ultimately value working together with you and your dealership.

Automotive 195

Automotive Customers 195

Steve DiGioia

APRIL 13, 2020

I never understood how some people keep a pot-bellied pig in their house as a pet. What’s wrong with a cat or dog? Or maybe some pretty fish, a hamster, or even a darn ferret. But a pig? Don’t get it. I never understood how the geniuses who thought it was ok to stop teaching cursive writing (it was called “script” when I was in school) figured today’s school kids would sign a contract later in life.

Training 191

Training How To 191

Uniphore

APRIL 13, 2020

It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board. More people today demand always-on support. They expect customer service to be available across all digital channels.

Brands 189

Brands How To Contact Center Customer Expectations 189

CX Accelerator

APRIL 13, 2020

An original piece from Ben Motteram. As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.

Strategy 182

Strategy Customer Expectations Management Resources 182

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.

ROI

NICE inContact

APRIL 16, 2020

Contact centers can create a team approach that increases consistency and enables everyone to have their individual contributions recognized. Agents do what they’re incented to do, and the right incentives can create great experiences for all.

Contact Center 177

Contact Center Engagement 177

BlueOcean

APRIL 16, 2020

As we navigate these uncharted and rough waters, we find ourselves continually grateful for our employees and their commitment to our clients and each other. When we made the decision a month ago to transition more than 90% of our workforce to a work-at-home environment, we knew that one of our biggest challenges would be sustaining the Blue Ocean culture.

Training 156

Training Leadership Culture Management 156

ShepHyken

APRIL 15, 2020

The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example. In a legal agreement—like the agreements we accept online when we sign up for Spotify or Netflix—there is usually a lot of “fine print.

Sports 149

Sports Entertainment Customer Service Training Examples 149

Experience Matters

APRIL 15, 2020

In a world where humans are inundated with messages 24/7 through a myriad of channels from a variety of sources, it’s a challenge to cut through the noise to reach employees with important information that helps them do their jobs better. Yet this is exactly the challenge experience management (XM) leaders must overcome if they want to successfully design and deliver great experiences to employees or customers.

Communication 145

Communication Management Customer Experience Employee Experience 145

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

NICE inContact

APRIL 15, 2020

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

Analytics 177

Analytics Management Contact Center Technology 177

Uplight

APRIL 14, 2020

As of this post, we’re well into COVID-19 stay-at-home orders in most parts of the United States. Although it doesn’t take much imagination to guess that residential energy use is going up with much more time at home than usual, we’ve been trying to ascertain exactly how much, and what the new load curves could Read More. The post How COVID is Impacting Residential Energy Use – The First Three Weeks of Data appeared first on Uplight.

Data 138

Data 138

Uniphore

APRIL 14, 2020

You make the dreaded phone call. You are placed on hold. When the agent answers, he asks for your name and the last four numbers of your social security number. You state your problem; he transfers you to another department. The next agent asks for your name and the last four numbers of your social security number. The agent places you on hold. Again.

130

130

Experience Matters

APRIL 14, 2020

Experience Management (XM) is all about human beings. Customers are human. Employees are human. Partners, leaders, suppliers, prospective customers… all human. In the current environment, where many people are facing hard times, it’s more critical than ever for organizations to find ways to demonstrate their humanity and build deeper emotional ties with all the people who interact with them.

Interaction 145

Interaction Customer Experience Management Customers 145

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait Times

NICE inContact

APRIL 16, 2020

Contact centers can create a team approach that increases consistency and enables everyone to have their individual contributions recognized. Agents do what they’re incented to do, and the right incentives can create great experiences for all.

Contact Center 156

Contact Center Engagement 156

Heart of the Customer

APRIL 16, 2020

I’ve been posting weekly videos on LinkedIn with advice on what CX professionals can do during this unsettling time. During Week 2 of the pandemic, I received a survey request that I felt was ill-conceived. The email –entitled “We’d love to hear your thoughts!” – had your standard “based on your current level of happiness […]. The post Surveys in the Time of Pandemic appeared first on Heart of the Customer.

Survey 124

Survey Video Tips Customers 124

ShepHyken

APRIL 14, 2020

Working Remotely in Times of Crisis. How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. Shep Hyken interviews Daniel Ramsey, CEO of MyOutDesk. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. Top Takeaways: These are strange and unprecedented times.

Communication 123

Communication Connections Loyalty Groups 123