Uniphore
AUGUST 16, 2018
Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions. Because they have a deep understanding of the technology stack, and thus for the people using it, they are more aware than most of those who may be replaced by robots.
InMoment XI
AUGUST 14, 2018
Applying statistical testing for NPS can be confusing. In this post, we’ll define the problem, break down the mechanics of how to solve it, and avoid math equations to keep things conceptual. In this way, it will be easier to understand what’s going on with stat testing of NPS scores. The Issue with NPS The. View Article.
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Customer Bliss
AUGUST 16, 2018
On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. We chat about his progression from running a call center to becoming a CCO, and the work he’s done to get employees and leaders to view B2B operations as more than just a sales approach, but as an overall customer experience journey.
CloudCherry
AUGUST 17, 2018
How do successful brands stand out from the rest of the crowd? It’s the constant and unending focus on the customer experience. The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. There’s such a healthy market for customer management and analysis software that they’ve now branched out into two distinctive categories: Customer Relationship Management (CRM).
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
Experience Matters
AUGUST 14, 2018
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #2: You Need A 360-Degree View of Customers What’s Wrong: If companies had an unlimited set of resources to plow into their customer insights efforts and an equally unlimited number of people prepared to take action on those insights, then shooting for a 360-degree view of your customers woul
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
AUGUST 16, 2018
Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation.
Steve DiGioia
AUGUST 13, 2018
you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But you opened a “business of no”.
QuestionPro Audience
AUGUST 14, 2018
From virtual assistants to facial recognition to personalization, AI (artificial intelligence) plays a large role in our everyday lives. We have grown accustomed to having these digital personal assistants make our lives easier and having “smart” homes and cars. Now, there is a lot of excitement about how AI is going to change healthcare. AI technologies are being used to help streamline administrative and health care processes.
ijgolding
AUGUST 12, 2018
Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. I am sure you can add more to the list! The fact that there are so many variants, at least demonstrates that the world of business does, deep down, recognise that customers are connected to the reason their organisation exists
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.
GetFeedback
AUGUST 16, 2018
How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.
AskNicely
AUGUST 17, 2018
Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. 28% say workforce. And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed.
QuestionPro Audience
AUGUST 16, 2018
We know that millennials are getting married later in life, if at all, than previous generations. How many times have you heard a baby boomer say, “By 30, I had two kids and had bought a house”. Times have changed. Not only are millennials getting married in lower numbers, and at later years, they are changing everything the wedding industry . SPENDING.
InMoment XI
AUGUST 16, 2018
This is an article written by MaritzCX for the purpose of examining survey behaviors through data analysis, where the connections are illustrated. Debunking the Myths While much of what we do is evidence-based, we have had a persistent belief that respondents are more likely to complete surveys on “Magic Tuesday.” Over the years, MaritzCX has. View Article.
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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.
GetFeedback
AUGUST 17, 2018
With survey results in Salesforce, you gain the context you need to make smarter business decisions. See why feedback belongs on the customer record.
AskNicely
AUGUST 15, 2018
You have a Net Promoter Score (NPS). How did you get that score? What does it mean? Why should you care? I know it sounds like something from Black Mirror season three’s “Nosedive” episode. You know the one where members of Charlie Brooker’s dystopian society are judged by a numeric rating given to them by their interactions with other people – better interactions can lead to a higher rating, while bad ones lead to a lower one?
IntouchInsight
AUGUST 16, 2018
Christopher Rios, CX Executive Search Leader shares how and why he builds his recruiting practice around customer experience.
Beyond Philosophy
AUGUST 16, 2018
A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me.
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.
GetFeedback
AUGUST 17, 2018
Are you getting the most out of the customer feedback you’re collecting? If your survey results are collecting dust in a spreadsheet, then probably not. The best way to drive immediate results with customer feedback is to integrate it with Salesforce, your source of truth for all things customer experience. With survey results on the Salesforce customer record, you can view feedback alongside the rest of your customer data.
C3Centricity
AUGUST 13, 2018
What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).” Watching and listening to them in order to fully understand their rational needs a
CX Accelerator
AUGUST 16, 2018
Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated. Our wonderful members have shaped it into a fountain of knowledge and encouragement.
Omnicus
AUGUST 12, 2018
Lessons Learned Through Laughter Sometimes in the world of customer experience, we all just need to have a good laugh. Some situations can be frustrating, some downright ridiculous, and sometimes it goes so well it is actually surprising. Humor is a great way to ease tension, and there are plenty of cartoonists out there who capture the ups and downs of customer service perfectly.
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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.
GetFeedback
AUGUST 16, 2018
How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.
Experience Investigators by 360Connext
AUGUST 13, 2018
Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience.
Uniphore
AUGUST 14, 2018
Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation. While most businesses are already familiar with RPA in a generic sense, as an automation solution for backend processes, a new form of RPA is arising on the front end , one who is delivering effective, cost-saving solutions to customer service technological and oper
Omnicus
AUGUST 12, 2018
Lessons Learned Through Laughter Sometimes in the world of customer experience, we all just need to have a good laugh. Some situations can be frustrating, some downright ridiculous, and sometimes it goes so well it is actually surprising. Humor is a great way to ease tension, and there are plenty of cartoonists out there who capture the ups and downs of customer service perfectly.
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.
GetFeedback
AUGUST 15, 2018
Customers love live chat. It's fast, easy, and casual. But with instant gratification comes added responsibility. Learn how to ace the live chat experience.
Beyond Philosophy
AUGUST 17, 2018
Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don’t know how customers make decisions you cannot influence them to best effect. Explore the decision-making process and listen for actionable advice you can use today. The post Understanding the Rules of Customer Decision Making appeared first on.
Customer Bliss
AUGUST 14, 2018
My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration. These posts continue the learning for you with ongoing #MakeMomProud behaviors that you can learn from and emulate, with quick toolkits to assist you in your customer experience and culture transformation.
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