C3Centricity
MAY 1, 2018
I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted. He said: “Never give in, never, never, never, never” You can read his full speech – which is not a lot longer! – here. Hearing this quote got me thinking about failure.
Kristina Evey
MAY 1, 2018
Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.
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InMoment XI
MAY 4, 2018
I was in Las Vegas last month. It was a great time! Nope, not gambling and running around in “pleasure”, but attending a conference, CXFusion. This conference brings many CX professionals together to talk about their best practices in CX and hear from others. I wasn’t being facetious when I said, “It was a great. View Article.
Eptica
MAY 2, 2018
Date: Wednesday, May 2, 2018 Author: Pascal Gauvrit Data Protection and GDPR within Customer Experience. Published on: May 02, 2018. Author: Pascal Gauvrit The recent storm over sharing of personal Facebook data demonstrates the importance of information protection and usage by businesses. Consumers are now even more aware of their online data footprint and want to ensure that they understand what it is being used for.
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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.
QuestionPro Audience
APRIL 30, 2018
What is non-probability sampling? Definition: Non-probability sampling is defined as a sampling technique in which the researcher selects samples based on the subjective judgment of the researcher rather than random selection. It is a less stringent method. This sampling method depends heavily on the expertise of the researchers. It is carried out by observation, and researchers use it widely for qualitative research.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
MAY 3, 2018
There are probably a million ways to improve customer experience in your organization, so where should you start? Before you do anything, think about this: Humans have a way of turning a nice idea into a complicated nightmare. Think of insurance – the idea of it is lovely. If we all chip in a little at a time, we’ll be there for each other next time something goes wrong for one of us.
Omnicus
MAY 3, 2018
Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers.
QuestionPro Audience
MAY 2, 2018
Brands are learning that partner marketing is a smart way to broaden your audience and drive growth and sales. Partner marketing, which is creating mutually beneficial relationships between your brand and other businesses, is a fast-growing sector in the marketing world. As with any relationship, it is important to find the right partner for your brand: Can the partner drive sufficient traffic and sales to make it worth your investment?
GetFeedback
APRIL 30, 2018
If you're not a consumer brand, generating online reviews can be tough. G2 Crowd's Levi Olmstead shares tips on driving reviews as a B2B brand.
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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.
Michelli Experience
MAY 1, 2018
Once upon a time, brands purchased advertisements which effectively influenced prospective buyers. In those days, consumers were at the mercy of advertising claims made across traditional outlets (e.g., network television, radio, newspapers, and magazines). Nowadays newspapers struggle to generate sufficient ad revenues to stay solvent, people TIVO past television commercials, and giants in radio like iHeartRadio recently filed for bankruptcy.
Kerry Bodine
MAY 1, 2018
Time flies… I realized the other day that Outside In was published nearly 6 years ago. And while a lot has changed in the world and in the sphere of customer experience during that time, I firmly believe that the analysis and advice in the book are just as relevant in 2018 as they were in 2012. Part of the reason for that is that the book talks primarily about how organizations work and how they need to change—and, unlike technology, organizations don’t change all that quickly.
QuestionPro Audience
APRIL 30, 2018
In this digital era where businesses are in constant communication with their audience via social media, many feel the e-newsletter is not necessary, or simply go through the motions when sending one out. By doing so, they are missing out on a great opportunity to deliver interesting information in a neat package to their customers or clients. By not being limited to 280 characters, you can expand on topics and provide your audience with an informative and thought-provoking newsletter.
GetFeedback
MAY 4, 2018
The more we automate business processes, the more we lose sight of our customers. It’s a reality in SaaS and practically every industry in the world. Though technology has undoubtedly made our jobs easier and improved the overall customer experience , it’s also distanced us from the people we serve. This is especially true for product teams, who are increasingly separated from the end users they’re building for.
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.
Experience Matters
APRIL 30, 2018
In a recent post, I discussed how the CX Institute fills a customer experience transformation gap. We created this infographic to tell the full story. Companies can’s become customer-centric without an approach that touches all employees. I encourage you to check out the CX Institute. The post Online Training For a Customer-Centric Organization (Infographic) appeared first on Customer Experience Matters®.
Customer Bliss
MAY 1, 2018
Companies that would make your mom proud prove with their actions that they have their customers’ best interest in mind. This is at the heart of companies that grow most organically—earning ardent admirers who grow their business for them. They earn a bigger piece of the pie, because they improve customers’ lives. This is a simple idea to accept, but oh-so-hard to execute.
QuestionPro Audience
MAY 4, 2018
Market research is the fuel that propels products, services, and even ideas. In fact, market research might even be more important than the fuel metaphor, since crashing a campaign or initiative is more severe than sputtering at the gate. As award-winning social media scientist and author Dan Zarrella once said, “Marketing without data is like driving with your eyes closed.”.
GetFeedback
APRIL 30, 2018
This is a guest post by Levi Olmstead, Community Manager for G2 Crowd. B2B transactions are complex, expensive, and require long-term investments. Buyers need plenty of reassurance that you’ve helped others in the past before deciding to do business with you. Online reviews are one of the most powerful tools in your toolbox to convince them. They can be more challenging to get than reviews of products or services designed for consumer use, but with the right strategies, you can get all the
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.
InMoment XI
MAY 4, 2018
I was in Las Vegas last month. It was a great time! Nope, not gambling and running around in “pleasure”, but attending a conference, CXFusion. This conference brings many CX professionals together to talk about their best practices in CX and hear from others. I wasn’t being facetious when I said, “It was a great. View Article.
Centriam Customer Experience Lab
APRIL 30, 2018
You are serious about customer experience (CX). You want to collect feedback. You need to learn more about your customers’ pain points and needs so you can increase their loyalty and retention over time. Great! With a high-level strategy in hand, one of the first technology decisions to make is deciding which customer feedback tool to purchase. The most common practice is to utilize a traditional survey tool since there are many to choose from and they are inexpensive.
Customer Bliss
MAY 3, 2018
Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa. As the company’s first CCO, Patricia shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
GetFeedback
MAY 4, 2018
Most product teams are disconnected from the users they're serving. Here are some simple tips on user-proofing your product strategy and driving adoption.
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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.
InMoment XI
MAY 2, 2018
Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels. This means that for almost half of a bank’s customers, digital experience (DX) all but equals customer experience (CX).
Comm100
MAY 1, 2018
Introduction. In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials of ruining classic industries such as the golf industry , the diamond industry , and even the movie business. And Millennials have blamed Baby Boomers for the current state of the housing market , climate change , and Brexit.
Omnicus
MAY 2, 2018
Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers. As the digital economy deepens and grows more mature, customers are demanding more and more from businesses. They have seen what it’s like to interact with world-class organizations like Amazon, Facebook, and Spotify, to name just a few, and they have come to expect that level of service and expertise.
GetFeedback
APRIL 30, 2018
Customer feedback is essential if you want to understand your target audience. Here are 3 marketing surveys that help brands connect with their buyers.
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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.
InMoment XI
MAY 2, 2018
Have you ever wondered how important digital interactions are to the customer experience in financial services? According to PWC, more than 45 percent of banking customers say they only interact with their bank through digital channels. This means that for almost half of a bank’s customers, digital experience (DX) all but equals customer experience (CX).
CX Accelerator
APRIL 30, 2018
Companies these days are fixated on Customer Experience. If you’re not, I hope you’ve worked up an S.O.S. because you’re going to need one! It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen.
Omnicus
MAY 2, 2018
Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers. As the digital economy deepens and grows more mature, customers are demanding more and more from businesses. They have seen what it’s like to interact with world-class organizations like Amazon, Facebook, and Spotify, to name just a few, and they have come to expect that level of service and expertise.
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