NICE inContact

FEBRUARY 24, 2021

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers.

Meeting 167

Meeting Consumers Healthcare Contact Center 167

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Customer experience is not a fad or a trend or a buzzy phrase. And yet organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Russel Lolacher

FEBRUARY 23, 2021

Email. People hate it. Yet people prefer it because it’s what they know. After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees. But upon further reading those same articles, I found the biggest reason they give to get rid of them was because they sucked.

Communication 129

Communication Employee Engagement Fashion Policies 129

eglobalis

FEBRUARY 20, 2021

Customer Experience Five fundamentals to re design AI transformative experience as competitive advantage. The post Five fundamentals to re design AI transformative experience as competitive advantage appeared first on Eglobalis.

Competitive Advantage 523

Competitive Advantage Customer Experience Customer relationships Customers 523

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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.

Report

GetFeedback

FEBRUARY 21, 2021

From customer service to customer satisfaction and loyalty, here are 14 quotes to motivate you to deliver a great experience.

Customer Satisfaction 286

Customer Satisfaction Loyalty Customers Customer Service 286

Steve DiGioia

FEBRUARY 25, 2021

During the initial business startup phase, providing great customer service may not have been your first thought. Instead, you focused on getting the best location, trendy furnishings, celebrity appearances, and over-the-top promotions that you “knew” would jump-start your business. You thought, “I just gotta get the hip crowd to check out my store.

Tips 189

Tips Training Customer Focused Customer Service 189

Storyminers

FEBRUARY 24, 2021

Storytelling has been around as long as humans have. It’s ingrained in all of us. It’s how we pass down tacit knowledge, teach our children values, recapture ‘glory days,’ and inspire the next generations. Storytelling is not a new phenomenon at all – it’s just that ‘management’ is never looked upon with a storytelling angle. Possibly the first REAL focus on it was down to a series of case studies and articles that the Ivy League Universities showcased, demonstrating how ‘storytellin

Tools 173

Tools Management Leadership Case Study 173

NICE inContact

FEBRUARY 25, 2021

This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses. At the same time, businesses benefit by being able to deliver loyalty-enhancing CX that also increases their ability to effortlessly handle volume swings.

Contact Center 156

Contact Center Chatbots Management Loyalty 156

QuestionPro Audience

FEBRUARY 24, 2021

Taking survey panel technology to the next level – Discover powerful answers with ease. Business approaches evolve continuously because of the ever-growing market competition. Recently, listening to the customer’s voice by placing them at the center has become the core strategy and the reason for business success for many. Researching the right audience helps transform consumer data into insights, and online panels play a pivotal role in aiding thousands of companies to build appropr

Survey 195

Survey Study Leadership Data 195

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.

Data

GetFeedback

FEBRUARY 21, 2021

Everything you need to know about the customer service experience and how to optimize it.

Customer Service 195

Customer Service Customer Experience Customers How To 195

Storyminers

FEBRUARY 25, 2021

The post We’ve Seen the Future and You’re Going to Love It appeared first on Storyminers.

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NICE inContact

FEBRUARY 22, 2021

When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short. When it comes to technology initiatives, it might go unnoticed and underfunded. This creates two issues: a contact center that stays in the past can cost your business a lot of money, and you might be missing out on turning the contact center from a cost center to a profit center.

Contact Center 156

Contact Center Technology System Industry 156

Customer Bliss

FEBRUARY 23, 2021

The headlines are glowing: “ Texans Needed Food and Comfort After a Brutal Storm. As Usual, They Found It at H-E-B. ” –The New York Times. “ Opinion: Why H-E-B comes through in a crisis when Texas government doesn’t. ” –The Houston Chronicle. “ Texans are raving about H-E-B as the beloved grocery chain provides food and comfort amid a nightmarish storm. ” –Business Insider.

Leadership 148

Leadership Government Tools Examples 148

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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.

Voice of Customer

Alida

FEBRUARY 26, 2021

At the La Fleur's Lottery Conclave and Interactive Summit, over 150 lottery organizations, gaming vendors, agencies and research partners gathered for three days to discuss the most pressing issues facing the billion-dollar lottery business. The three-day conference was organized by the trade publication, TLF Publications and attracted some of the leading thinkers in the industry, including May Scheve Reardon, president of North American Association of State and Provincial Lotteries (NASPL) and

Industry 130

Industry Feedback Conference Interaction 130

Comm100

FEBRUARY 25, 2021

If there’s one thing the COVID-19 pandemic has left us with, it’s an increased awareness of the importance of remote accessibility. Remote accessibility to essential services like healthcare is a top priority amongst patients and consumers, with more people listing ease of access and convenience ahead of quality of care. . The problem is the healthcare industry in general is falling behind when it comes to remote accessibility.

Healthcare 130

Healthcare Customer Service Omni-Channel Multi-Channel 130

Calabrio

FEBRUARY 26, 2021

2020 was a time of great change for the contact center. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront. To better meet the challenges stemming from the evolving workplace due to the pandemic, Calabrio quickly pivoted its platform offerings to quickly assist customers struggling in response to C

Analytics 130

Analytics Innovation Contact Center Call Center 130

ShepHyken

FEBRUARY 24, 2021

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles. And, all of them focus on creating convenience and reducing friction for customers. But how about we look inside our organizations and the way we conduct business internally?

Customer Service Training 154

Customer Service Training Innovation System Technology 154

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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.

Trends

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S running on 2G or 3G networks (over 50% of the total devices), much is at stake.

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Others have had to accommodate rapid growth or downsizing caused by the Covid-19 pandemic. While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

The DiJulius Group

FEBRUARY 24, 2021

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story The Six Components of a Customer’s Experience In order to create brand loyalty and customer evangelists, you must 1) operate at a high level in six distinct areas of business and 2) constantly evaluate your company’s customer service across each category, Read Full Article.

Tips 128

Tips Loyalty Groups Customer Service 128

ShepHyken

FEBRUARY 26, 2021

This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Developing an affiliate marketing strategy comprises multiple aspects. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers.

Customer Journeys 123

Customer Journeys Engagement Strategy Marketing 123

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Wired and Dangerous

FEBRUARY 23, 2021

You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eyesight; the audiologist your hearing and your dentist checks for cavities. What about the service you provide to your customers? Does it get a regular check-up? Today’s wired and dangerous customers are vain – expecting treatment that telegraphs they are special and unique, not just one of the masses.

Fashion 103

Fashion Innovation Customers Analysis 103

Zeisler Consulting

FEBRUARY 22, 2021

One of my favorite Process Engineering tools is the Five Whys. The basic principle is to consider a problem or imperfection, ask why it’s the way it is, and then ask why that explanation is so. We keep digging (as the title suggests, five times, but your mileage may vary) until we’ve uncovered the true root cause of an issue. The idea here is to work toward better understanding what’s behind a problem rather than simply fixing the facial, obvious symptoms.

Report 93

Report Analysis System Travel 93

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We highlight: Features we added in 2020. The new features we're adding this year. New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health.

Roadmap 108

Roadmap Management CEM Software 108

ReviewTrackers

FEBRUARY 24, 2021

Reputation marketing is a way of thinking about your reputation in the same way you think about your marketing – the more positive your brand’s reputation, the more growth you can deliver. Companies like Apple get a huge value from their reputation as a user-friendly company that provides great customer experience. Of course, the idea of reputation marketing is nothing new.

Brands 104

Brands Marketing Social Media Sports 104

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Carole McCluskey: Create Memories That Count by SMG Events. (CMSWire) Carole McCluskey’s late grandmother once told her that it was easier to remember the dirty jokes than the clean ones, and that is often the case with customer service, too: The bad experiences are o

Ecommerce 144

Ecommerce Customer Service Customer Centricity Retail 144

Vanilla Forums

FEBRUARY 24, 2021

Customer experience, also commonly referred to as CX, simply refers to the experience that a customer has with a business. It’s basically the impression that a customer has about your company based on their interaction history with you, and reflects how the customer perceives your company. But let’s be clear: there is a difference between customer experience and customer service.

Customer Experience 98

Customer Experience Customers Connections Interaction 98

GlowTouch

FEBRUARY 23, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Meet Ashley Edwards, a Customer Engagement Representative at GlowTouch. Though Ashley Edwards has enjoyed being a Customer Service Representative for more than 10 years, she has only been with GlowTouch since June last year. “I love interacting with people, “Ashley said recently.

Sports 98

Sports Customer Service Representative Interaction Meeting 98