Steve DiGioia
FEBRUARY 15, 2021
The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. Those two articles highlight the unique aspects of service the two groups offer and how they hurt or help our service efforts.
Heart of the Customer
FEBRUARY 18, 2021
Once you find out what a living journey map can do, you won’t have any trouble understanding why it’s so important to the success of your CX initiatives. So what can it do? Unlike a static journey map, a living journey map doesn’t remain fixed in particular point in time. It changes and evolves as […]. The post What Is a Living Journey Map? appeared first on Heart of the Customer.
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CSM Magazine
FEBRUARY 16, 2021
Building a loyal customer base is essential to growing and maintaining a successful business. Loyal customers will always choose your brand over any others. They will do this based on their experience of your products, customer service and the unique qualities that set your business apart. The Buyer Journey. The route a prospective buyer takes from addressing a problem to finding the solution is known as the buyer journey.
GetFeedback
FEBRUARY 19, 2021
The ultimate guide for using VoC surveys to improve the customer experience.
Speaker: Becky Parisotto
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Comm100
FEBRUARY 19, 2021
Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to. Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. .
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Lumoa
FEBRUARY 15, 2021
Customer experience integrations help you to automate your customer experience. The logic of this type of integration is the same as any other type of integration you can do with other tools. For example, you probably have integrated your CRM with your helpdesk already to get a better view of your customers so you can be even more efficient when solving their issues.
GetFeedback
FEBRUARY 15, 2021
Everything you need to know about using a Likert scale, from advantages to best practices and examples.
Beyond Philosophy
FEBRUARY 13, 2021
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Customers buy habitually, and that’s great when their habit is to buy from you. The problem is sometimes they aren’t buying habitually from you, but instead from your competition.
NICE inContact
FEBRUARY 18, 2021
Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers. Customers today require a lot more attention than they might have a few decades ago. People today are used to having their needs met instantaneously; doing otherwise can lead to a loss of business.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
Storyminers
FEBRUARY 19, 2021
If you’re a customer experience practitioner, the responsibility of proving that what you’re planning will work may be falling on your shoulders. Getting the latest information, statistics, and perspectives is time Dash consuming. This recent report by North Ridge has many of the basic statistics and proof points you’ll need to put together your own best case for customer experience.
GetFeedback
FEBRUARY 19, 2021
Everything you need to know about the NPS question, its history, and how to use it.
ShepHyken
FEBRUARY 17, 2021
Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact. And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. You’ll find ways to save money, make money, develop better ways of doing business and much more.
NICE inContact
FEBRUARY 18, 2021
As customer experience becomes crucial for brands to survive and the future evolves at rapid pace, NICE inContact has put its world-leading cloud-based contact centre solution, CXone, to the test with Toyo Tires (Australia & New Zealand) in a simulated contact centre experiment in a hot air balloon over Canberra.
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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.
SuiteCX
FEBRUARY 18, 2021
I love whiteboards. Like, in an inordinately needy way. If I am noodling on something, either alone or with my team, it’s always “Let’s go to the whiteboard” to sketch, to scribble, to brainstorm. When the pandemic hit and we were all forced to work from home, the pain was real. Zoom brainstorming is simply not a thing. Some people (ahem, yes, myself included) bought whiteboards and dry erase pens on Amazon.
GetFeedback
FEBRUARY 15, 2021
Follow these steps to provide an excellent customer service experience.
Storyminers
FEBRUARY 17, 2021
These are challenging times we’re living in—living through might better capture what we’re going through globally. Not only are the people feeling the strain, so are the systems we have designed to support us. When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same.
NICE inContact
FEBRUARY 15, 2021
Now that 2021 is upon us and there is a faintly visible conclusion to the pandemic, the question remains – will public sector contact centers revert to the models they had relied on prior to COVID-19? The answer is unequivocally NO. Regardless of how the adoption of new flexible models in the contact center arrived (and yes, the speed with which it was done amid the pandemic was a painful way to do it) the reality is, it’s done.
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.
Talkdesk
FEBRUARY 16, 2021
Find your way back to best practices. Over the past year, most customer-obsessed organizations were forced to accelerate their digital transformation efforts to meet the demands of the global pandemic. For some, that meant face-to-face interactions had to be replaced by completely new digital engagements. And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no long
GetFeedback
FEBRUARY 15, 2021
Follow these steps to provide an excellent customer service experience.
ShepHyken
FEBRUARY 19, 2021
This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart.
Comm100
FEBRUARY 18, 2021
Buzzwords come and go in the customer experience worlds, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to. Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting ye far-reaching flurry of complaints.
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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.
Talkdesk
FEBRUARY 19, 2021
The post How To Create and Construct a Compelling Vision: Crisis is a Time to Define Future appeared first on Talkdesk.
MyCustomer
FEBRUARY 15, 2021
Engagement 7 staff personas that obstruct CX & how to respond.
Bob Hayes
FEBRUARY 14, 2021
A recent survey by Kaggle revealed that data professionals used a variety of different ML algorithms in their work. On average, data professionals used two (median) algorithms. The most frequently used algorithms were 1) linear/logistic regression, 2) decision trees/random forests and 3) Convolutional Neural Networks. The total number of and use of specific algorithms varied across job titles, with ML engineers using the most (4) and DBA/Database Engineers using the least (1).
TechSee
FEBRUARY 16, 2021
In the last few years, companies have been investing in their field service function as a way to differentiate and personalize their services and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020 field service trends resulted in field service organizations increasing investment in service workers by 72% to meet the rising demand.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Myra Golden
FEBRUARY 18, 2021
I helped a claims team shave 83 seconds off of talk time. And that’s a big deal. I started by listening to a random sample of calls, hunting for the precise areas where agents lost control of calls. Turns out, it was the end of the call where they lost control. It didn’t take long to solve this call control problem. I took the questions customers would ask at the end of the call and coached agents to proactively answer THOSE questions before customers had a chance to ask.
Talkdesk
FEBRUARY 17, 2021
Best practices to avoid “Scam Likely” labels on automated outbound calls. If you’re a business doing any kind of automated outbound dialing you run into the problem of caller IDs being labeled as “Scam Likely”, especially if you’re calling mobile numbers. This is due to the proliferation of illegal robocalls. In an effort to combat spam and scam calls, many carriers have adopted new technology that allows call recipients to flag numbers as “Spam Risk” or “Scam Likely”.
Eptica
FEBRUARY 19, 2021
Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Published on: February 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Ensuring your agents are customer-focused and positive when talking to customers requires mental muscle memory, with automatically putting the customer first ingrained in everything you do.
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