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.
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 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.
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.
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.
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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.
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.
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.
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.
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.
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.
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.
Alida
JUNE 21, 2021
To say employee engagement has fallen to the back burner for a lot of organizations is an understatement.
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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.
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.
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.
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.
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.
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.
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.
ShepHyken
JUNE 22, 2021
Investing in the Customer Experience. Looking at Business through the Eyes of the Customer . Shep Hyken interviews Paula Courtney, President of the Verde Group. They discuss how businesses should invest in delivering a WOW customer experience. Top Takeaways: Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer.
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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