Forrester's Customer Insights
JUNE 24, 2021
A chief customer officer (CXO) recently confided to us that “I thought building a large organization would make me more powerful. Now I think it just makes me more vulnerable.” Those words haunted me. Why would a CXO regret building a big team? Collaboration Is The Key To CX Transformation My colleague Angelina Gennis and […].
Innovative CX
JUNE 22, 2021
Despite what industry experts may profess, customer experiences aren’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. What research do I have to prove my point, you may ask? None. But I do have my own experiences and if anything, they have gotten worse rather than better since the pandemic began last year.
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Opinionator
JUNE 20, 2021
Customer service is the hub of your entire business operation. Your customers depend on your customer service staff to help them get certain services and products or solve their problems. Customer service metrics will help you know where your agents are making mistakes and improve the different aspects of the customer experience. Keeping your customer […].
Steve DiGioia
JUNE 21, 2021
This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots). Shortly after arriving and meeting the service team, I realized that many were inexperienced and for a few of them, this event would be their first time working as a waiter. I got that deer-in-the-headlights look from some.
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Experience Investigators by 360Connext
JUNE 22, 2021
Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
JUNE 22, 2021
You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you.
Alida
JUNE 23, 2021
Let’s play a little game.
Lumoa
JUNE 23, 2021
Collecting qualitative data is necessary when improving customer experience, and customer service, or when you want to maximize sales, and business growth. While numbers and ratings from research are easy to analyze, businesses require insightful qualitative data to have a complete picture of their customers. What is Qualitative Data? Qualitative data is data that describes qualities, patterns, and characteristics, usually in the form of descriptive words.
GetFeedback
JUNE 23, 2021
Learn about mobile app surveys, including benefits and types, and how they help you collect customer feedback and optimize your mobile experience.
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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.
TechSee
JUNE 23, 2021
The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers. Companies recognized the need to deliver engaging, frustration-free online experiences for their customers, and many turned to remote visual assistance to help them achieve their goals. Today, remote assistance has become a standard in customer service and is here to stay.
NICE inContact
JUNE 23, 2021
Customer sentiment analysis is one of many AI-powered solutions that's transforming the way contact centers operate. Download Solving for the Human Side of AI in the Contact Center to find out how best-in-class contact centers are leveraging artificial intelligence to produce meaningful business results.
Lumoa
JUNE 23, 2021
Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.
GetFeedback
JUNE 21, 2021
Learn why creating a great ecommerce experience is important for the success of your business and for improving your ecommerce customer satisfaction.
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.
Beyond Philosophy
JUNE 25, 2021
What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are.
NICE inContact
JUNE 22, 2021
Contact centers are busy these days with major initiatives. The 2020 lockdowns revealed gaps in contact center resiliency that many organizations are now trying to plug. For example, our most recent survey of contact center decision-makers revealed that 66% of organizations not currently using cloud-based call center solutions are accelerating their move to the cloud as a result of the pandemic.
Lumoa
JUNE 23, 2021
Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. 87% of organizations around the globe state that diversity is a priority area for them to focus on. It’s becoming more and more important to develop and implement these initiatives in your CX team.
Comm100
JUNE 22, 2021
The world of higher education is a unique and challenging space. Competition is incredibly tough, and it shows no sign of getting any easier. The majority (86%) of higher education leaders expect competition to intensify. Institutions across the world are battling to grab even the slightest bit of attention from an already bombarded student demographic to convince them to choose their school.
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.
Uniphore
JUNE 21, 2021
Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). We’ve identified the top 10 RPA implementation best practices to help you get the most out of these game-changing tools. 1.
ShepHyken
JUNE 23, 2021
One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? I know, we’re all tired of hearing about COVID-19 and the pandemic. However, there is light at the end of this very dark tunnel. We are seeing business in most industries returning to pre-pandemic levels. Still, some companies are still struggling.
Lumoa
JUNE 22, 2021
About this episode In this episode, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Our Guest Merete Medle is an experienced CX practitioner with strong leadership and strategy skills. Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working s
The DiJulius Group
JUNE 22, 2021
Today we are all living in the “Touch-Screen Age.” This includes baby boomers as well as millennials, although many think of the younger generation as being the most tech savvy, virtually no one has been left out. Members of every age group now use smartphones, social media, iPads, and computers. These devices are necessary parts. Read Full Article.
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Kate Nasser
JUNE 20, 2021
Prevent these often unacknowledged human trust breakers for success / happiness in business & life. Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Human Trust Breakers: Acknowledge & Prevent These #PeopleSkills appeared first on KateNasser.com.
Alida
JUNE 21, 2021
To say employee engagement has fallen to the back burner for a lot of organizations is an understatement.
ShepHyken
JUNE 25, 2021
This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. She writes about how leaders can lead by example and model the change that they wish to see from their employees. How do leaders drive (lasting) change? . Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum.
dscout People Nerds
JUNE 23, 2021
At the end of 2019, we outlined a series of “Moves to Modern Research”—steps organizations were taking to mature their research practice. 2020 changed everything.
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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.
Eptica
JUNE 25, 2021
Date: Friday, June 25, 2021 Author: Pauline Ashenden - Demand Generation Manager The 3 business benefits of focusing on your agents. Published on: June 25, 2021. Author: Pauline Ashenden - Demand Generation Manager Looking after your agents has always been important to successful customer service. However, the pressures of the pandemic and remote working have brought it centre stage.
Hello Customer
JUNE 21, 2021
The old way of selling. Distributing products through supermarkets used to be an easy way of selling for FMCG brands to grow revenue. They had to meet two requirements to generate sales: penetrate the market sufficiently. create enough brand awareness. But the tide is turning. The power of retailers is increasing as a lot of supermarkets are selling their own non-branded products to compete with big FMCG players at a lower price.
SurveyGizmo
JUNE 23, 2021
Alchemer HQ has Reopened. By the Alchemer HR Team. As Colorado and the Greater Denver area relax Covid restrictions, we have begun welcoming our employees back to our main office. Here are some of the lessons we learned as we reopened. Understand Your Employees: Return to Work. When we decided to reopen, we wanted to understand people’s concerns and challenges with coming back to work.
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