InMoment XI

NOVEMBER 16, 2021

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you. How Do I Increase Survey Response Rates?

Survey 370

Survey Automotive Comparison Hotels 370

NICE inContact

NOVEMBER 16, 2021

Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences.

Contact Center 261

Contact Center Customer Experience How To Video 261

Alida

NOVEMBER 18, 2021

A substantial part of your customer’s opinion of your brand comes from their direct experiences with your products—how they interact with products and how products make them feel. Understanding how people perceive and use your product is important to ensure you meet their needs.

Meeting 246

Meeting Interaction Brands 246

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. But there’s a serious challenge in many organizations.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

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

Retail

InMoment XI

NOVEMBER 18, 2021

The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. One of the many products of lingering COVID uncertainty, the supply chain crisis has resulted in steeper prices, logistics chaos, and a markedly lower supply of everything from video game consoles to garden furniture. Today’s discussion covers three factors brands should be aware of as they consider supply chain issues within the context of customer experience (CX). 3 Supply Cha

Customer Experience 362

Customer Experience Guidelines Course Brands 362

Comm100

NOVEMBER 18, 2021

Unless you’re living under a rock, you’ll have heard of, and likely used live chat. You have probably interacted with chatbots too, knowingly or unknowingly. In both cases, students definitely have. Today’s students are digital nomads. Technology doesn’t only come easy to them – it’s where they want to interact. If colleges and universities want to improve student engagement and retention, they need to be where they are – online.

Chatbots 204

Chatbots Video Wait Times Ecommerce 204

Lumoa

NOVEMBER 19, 2021

Chat with Lumoa at Slush Built from the ground up with AI, Lumoa allows you to make faster, smarter, and the right decisions based on the Voice of the Customer. Fill out the form below to book a time to meet Lumoa at Slush on 1-2 December. What is Slush? Slush is a student-driven, not-for-profit movement on a mission to create and help the next generation of groundbreaking entrepreneurs, originally founded to change attitudes toward entrepreneurship.

Meeting 195

Meeting Customers 195

Bill Quiseng

NOVEMBER 13, 2021

A while back, I wrote an article entitled “Great Service is Great Theater”. Today I want to offer another article about the very same subject, an encore performance so to say. So, here it is: There are some who say that they, as customer service professionals, have been trained to act the part to be happy to serve. They believe they are acting. They claim they can never “be the part” to be happy to serve.

Training 183

Training Customer Service Connections Interaction 183

Uniphore

NOVEMBER 18, 2021

How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. Studies have uncovered? 27 basic emotion types —which is why it’s no surprise that a person’s feelings can be difficult for the next person to comprehend, let alone for a computer to analyze and capture. However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly?

Roadmap 162

Roadmap Call Center Policies Customer Centricity 162

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.

Employee Experience

Clarivate

NOVEMBER 16, 2021

Today we unveil our annual list of Highly Cited Researchers. We congratulate some 6,600 scientists and social scientists for demonstrating significant influence among their peers in their chosen field (or fields) through the publication of multiple highly cited papers during the last decade. These highly cited papers rank in the top 1% by citations for field and year from 2010 – 2020.

Government 136

Government Innovation Industry Resources 136

ShepHyken

NOVEMBER 17, 2021

Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you be willing to call for a reservation, wait on hold, pull out your credit card to verbally give your payment information, and stand in line at the ticket counter to check in on the day of departure?

Fashion 132

Fashion Self Service Interaction Airlines 132

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. And being able to resolve customer queries on the first call is one of the hallmarks of good customer service.

Self Service 126

Self Service Metrics Interaction Customer Service 126

Uniphore

NOVEMBER 19, 2021

When customers miss payments, it’s up to collections departments and agencies to recover what is owed. This can be a stressful process for delinquent customers (often experiencing financial hardship) and businesses trying to balance recovery with maintaining a positive customer relationship and brand reputation. The addition of debt collection regulations further complicates an already delicate interaction.

Self Service 130

Self Service Financial Customer relationships Interaction 130

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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

Blueshift

NOVEMBER 19, 2021

These days, marketers are overwhelmed, and for good reason. With customer expectations evolving and the market constantly shifting — such as the death of third-party cookies and the release of Apple’s iOS 15 updates — it’s becoming more and more necessary for marketers to adapt their strategies. The post 3 Key Strategies for Engaging Your Customers appeared first on Blueshift.

Strategy 121

Strategy Engagement Customer Expectations Customers 121

dscout People Nerds

NOVEMBER 17, 2021

Tips for matching the question to the method and identifying which inquiries can’t be researched.

How To 115

How To Tips 115

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. This allows you to leverage all your data by integrating it into your customer success strategy.

Tools 114

Tools Customer Success Software Self Service 114

Uniphore

NOVEMBER 17, 2021

Few industries are regulated as closely as wealth management. To remain viable, investment firms must comply with a complex—and often changing—list of regulations established by the Securities and Exchange Commission (SEC). When interacting with investors, firms must be transparent in their disclosures, fees and expenses, conflicts of interest and sales practice issues.

Analytics 130

Analytics Analysis Interaction Feedback 130

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.

Data

Optimove

NOVEMBER 18, 2021

Earlier this year, CommerceNext conducted a large-scale survey among retail marketing leaders. And while, as we mentioned a few weeks ago – many marketers like to talk about how important Retention, Customer Data Platforms, and Actionable Data are – when push comes to shove, most will revert to old-fashioned, perhaps even outdated, tactics. For example, “Retention/Loyalty Marketing” was named the area where CMOs are looking to increase their investment the most.

Marketing 111

Marketing Effort Score Retail Fashion 111

Help Scout

NOVEMBER 18, 2021

Help desk metrics allow you to make the most of your help desk and ensure your team is excelling. Here are 19 to start tracking today.

Metrics 111

Metrics Customers 111

Uplight

NOVEMBER 16, 2021

This year, Uplight was excited to participate in Hacktoberfest on October 13th and 14th. Hacktoberfest is an annual event hosted by DigitalOcean, where, for the whole month of October, open source community members are encouraged to give back to the community by completing pull requests. At Uplight, we use and benefit from many open source Read More.

111

111

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. And shift we did. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. consumers.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

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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

TechSee

NOVEMBER 16, 2021

The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible. On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery. On the other hand, 62% of customers still expect their issues to be repaired as quickly as ever.

Self Service 109

Self Service Technology CRM Video 109

Kate Nasser

NOVEMBER 14, 2021

Why endure the challenges & difficult moments/people in service teamwork & collaboration? Here's why from Kate Nasser, The People Skills Coach™. The post Service Teamwork Collaboration: Why Bother? | #PeopleSkills #LeadMorale appeared first on KateNasser.com.

Leadership 107

Leadership Customer Service Customers 107

DemandJump

NOVEMBER 18, 2021

Are you tired of wasting time and resources creating content for the web only to have it buried several pages on Google Search?

Resources 105

Resources Marketing 105

Help Scout

NOVEMBER 15, 2021

Learn about the various types of shared email accounts, and discover nine tools to consider to improve your team's ability to collaborate.

Tools 105

Tools Tips 105

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.

Trends

MyCustomer

NOVEMBER 19, 2021

Engagement What CX pros can learn from call centre managers.

Management 100

Management Engagement 100

Stella Connect

NOVEMBER 16, 2021

With almost 30 years in the customer experience profession, Annette Franz, CCXP is founder and CEO of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).

Culture 100

Culture Employee Experience Study Policies 100

Adrian Swinscoe

NOVEMBER 19, 2021

This is a guest post by Monica Eaton-Cardone, the co-founder and COO of Chargebacks911. We’re gradually working our way to a post-Covid sense of normalcy. However, […]. The post Acquisition vs. retention marketing: why ecommerce outfits should pivot their strategy first appeared on Adrian Swinscoe.

Ecommerce 98

Ecommerce Strategy Marketing 98