inmoment
FEBRUARY 11, 2020
With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. I have witnessed this process from the perspective of an Account Manager, Implementations Manager, a member of the Product Team, a Business Operations Manager, and now as the Director of Learning Services.
iPerceptions
FEBRUARY 11, 2020
It is five times more expensive for you to acquire a new customer than it is to retain one. With Customer Experience statistics like these, brands are under more pressure than ever to boost customer retention.
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Heart of the Customer
FEBRUARY 13, 2020
I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges. CX is the totality of all interactions between customers and your […]. The post When Eating the Elephant, Don’t Boil the Ocean appeared first on Heart of the Customer.
InMoment XI
FEBRUARY 13, 2020
In many important ways, healthcare organizations and consumer businesses are fundamentally different. And yet, there is no question that today’s patients bring a distinctly consumer mindset to their healthcare experiences. That means patients are better informed about their healthcare choices. They have easier access to information and reviews about providers and facilities.
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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.
ChurnZero
FEBRUARY 14, 2020
6 Ways to Spread the Customer Love. Did you know the iconic Sweethearts candies started out as lozenges? This may not sound like a far stretch for a candy that’s notoriously likened to Tums. (Nothing says “Kiss Me” like the taste of a chewable antacid, am I right?) Undergoing a bankruptcy-induced hiatus last Valentine’s Day (which strikingly, and rather strangely, garnered public outrage and media coverage), the conversational hearts turned controversial after arriving back in stores this year n
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
FEBRUARY 11, 2020
CX Training Takes a Cross-Functional Team. There’s a reason we use the term “it takes a village” when referring to educating children. Learning is an ongoing process that requires more than one point of input or opinion. We’d never send our 5-year old child to one class with one teacher and declare their education over. We know that lifelong learning is really what leads to success, and there are needs for specific study as well as general education throughout our lives.
CSM Magazine
FEBRUARY 13, 2020
Is your customer service in need of an overhaul? Luckily, there’s no need to spend a fortune revamping your entire customer service operation. Here are ten quick and easy ways to take your customer service to the next level. 1. Give a warm welcome. The art of welcoming guests is sadly an art that is in danger of extinction. The good news is it isn’t difficult to reclaim that art and help your company culture stand apart from the competition.
Alida
FEBRUARY 13, 2020
As we rang in the new decade, January 1st brought the effective date of the California Consumer Privacy Act (CCPA). The law protects personal information and requires greater transparency from companies who collect the personal information of California residents.
Playvox
FEBRUARY 11, 2020
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.
Advantage Communications
FEBRUARY 14, 2020
Customer service is now what distinguishes your brand, but that means simply answering your customers questions when asked is no longer enough. Your brand needs to go above and beyond, creating a proactive approach that delights your customers and significantly improves the customer experience (CX). 2020 simply must be the year in which your company transforms its approach to customer service.
Customer Bliss
FEBRUARY 11, 2020
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. To start defining your legacy and your “Three Blocks Long,” click here for downloadable worksheets.
ShepHyken
FEBRUARY 12, 2020
What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind.
Talkdesk
FEBRUARY 13, 2020
“81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.” Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. Who is answering calls when your contact center is closed? Who is helping your customers when they have questions and problems outside of business hours?
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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.
Bold360
FEBRUARY 13, 2020
I’ve just returned from Nashville where LogMeIn was a sponsor at Customer Contact Week – a multi-day event focused on customer-centric best practices and transformative ideas in service. Luckily for me, the event occurred with Music City as a bustling backdrop for education, networking, and yes, a little bit of fun. Challenges to be met – walls to be climbed.
Gold Research
FEBRUARY 12, 2020
For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about in every company across the globe. The topic rises to the top of the C-Suite agenda during times of talent shortages and customer experience failures.
Blueshift
FEBRUARY 12, 2020
We may only be a couple months into 2020, but we’re already well underway with making predictions and gathering insights about the decade that lies ahead — especially in terms of the future of marketing. Mid-January, the National Retail Federation (NRF) kicked off their 2020 Vision conference. Leading brands presented their outlook on what will […].
Helpware
FEBRUARY 10, 2020
As we move into 2020, we are forecasting our biggest growth year yet. And we’d like to start with a major announcement.
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.
inSided
FEBRUARY 12, 2020
Here at inSided, we talk a lot about online communities and the benefits they bring to SaaS companies looking to reduce churn, increase retention and boost customer engagement. But one thing that we’ve talked less about in the past—and that we believe is really important to cover—is how you can actually go about this. What’s involved in managing an online community?
Lumoa
FEBRUARY 13, 2020
Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.
GetFeedback
FEBRUARY 10, 2020
We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. This month, a few members of our team — including yours truly — had the privilege of meeting, Graham Clark, one of our CX Ambassadors, at his place of work: B Cellars Vineyards and Winery in Napa, California.
InMoment XI
FEBRUARY 11, 2020
Optimizing the Customer Experience with Brain Science All humans, including your customers, use mental shortcuts and behavioural biases automatically. It’s important to understand fundamental behavioural science cues to optimise the customer experience. Jez Cowry, Chief Choice Architect of Cowry Consulting, talked CXForum delegates through a series of practical ‘nudges’ that can be applied to your CX programme.
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.
BlueOcean
FEBRUARY 11, 2020
You know we’ve always got your back, dear Reader. We’re continually exploring, expanding, reading, learning, asking questions, and sharing our insights. Trends are gonna trend and we’ll be here to bring you up to speed, challenge the status quo, and let you know what you need to know! With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds.
Beyond Philosophy
FEBRUARY 14, 2020
Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.
GetFeedback
FEBRUARY 10, 2020
Interview with Graham Clark, sales and marketing manager at B Cellars, a vineyard in Napa Valley, CA, about his career in the customer experience space.
NICE inContact
FEBRUARY 13, 2020
Mike Bowman, Director of Operations for Educational Computer Systems Inc (ECSI) experienced his customer base (largely made up of students with loans) specifically telling him that they didn’t want to speak to agents, which led to him deploying an omnichannel contact center.
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
C3Centricity
FEBRUARY 12, 2020
We need to better understand shoppers. Why? Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK just upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents.
Calabrio
FEBRUARY 11, 2020
We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Our answer? Three key things. The chance to develop and hone high-demand agile development skills while working on a highly rated, award-winning SaaS technology.
Wired and Dangerous
FEBRUARY 10, 2020
The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.
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