VDS
MAY 6, 2020
More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “… Stop, Collaborate, and Listen.”.
Heart of the Customer
MAY 4, 2020
When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. This is the first question of our Five-Question Framework, which we’ll be discussing during our webinar on Wednesday, May 6 – we hope you’ll join us for that…or catch […]. The post Six Ways Journey Mapping Can Drive ROI appeared first on Heart of the Customer.
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GetFeedback
MAY 3, 2020
The top 9 skill sets you need in your core customer experience team in order to succeed.
inmoment
MAY 7, 2020
Though every organization needs a customer experience (CX) solution tailored to its own industry, challenges, and strengths, there are several fundamental traits that all successful CX programs share. . In our latest webinar, “ Now is the Time to Assess and Reinvent Your CX Program” with Forrester Senior Analyst Faith Adams, Eric Smuda described five elements that together define world-class CX initiatives and can enable organizations to achieve transformational success: CX-Centric Data.
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.
Experience Matters
MAY 4, 2020
Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
MAY 3, 2020
Our 2020 research reveals a new outlook on the CX space and how to thrive in it.
InMoment XI
MAY 7, 2020
MaritzCX Continues to Focus on New Innovative Ways to Deliver Better CX A new method of Customer Experience data collection is emerging with Natural Voice. Everyone’s heard of Alexa, Siri, Google Home and Cortana, all Voice Recognition Software. But did you know that these same instruments have the ability to both give and collect Customer. View Article.
Experience Matters
MAY 8, 2020
One of the key goals of any Experience Management (XM) program needs to be employee engagement. This is not only a critical outcome for Employee Experience (EX) efforts, but it’s also a critical input to delivering great customer experience. Why? Because engaged employees are the trigger of a “virtuous cycle” of good customer experience and strong business results.
Alida
MAY 7, 2020
We’ve heard it said over and over again: these are unprecedented times. Every interaction—from the small-scale to the large-scale—is intrinsically different than it was prior to COVID-19. It is crucial for companies to prioritize people, both customers and employees.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
GetFeedback
MAY 4, 2020
We’ve written this guide as an introduction to the fundamentals of IxD.
InMoment XI
MAY 6, 2020
It’s important to challenge your way of thinking when it comes down to managing the customer experience, because there are always opportunities to improve how customers can communicate their feedback. The Australian Government (CSC) decided to tackle this initiative, in order to reinvent and relaunch their Voice of the Customer program. The Commonwealth Superannuation Corporation.
NICE inContact
MAY 3, 2020
After spending the last couple of crazy months executing all of our contact center business continuity plans in response to the global COVID-19 pandemic, let’s pause for a moment to reflect on what’s next for the work from home call center. Our CEO Paul Jarman has a saying that he’s used often these days and I think it applies broadly to any business or contact center leader when thinking about how to manage through this uncertainty: “we’re going to be short-term realistic and long-term optimist
Beyond Philosophy
MAY 7, 2020
Do you love your cable company? . If you do, you are in the minority. People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.
Speaker: Becky Parisotto and John Vurdelja
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
Uniphore
MAY 4, 2020
Corporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably. With millions of Americans unable to get to the office, telecommuting isn’t just popular today - it’s necessary to continue doing business. Read More.
Customer Bliss
MAY 6, 2020
During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! How are you leading your organization? Are you doing so with a clear vision?
NICE inContact
MAY 7, 2020
Did you know that Lassie received the very first pet insurance policy in the US in 1982? No? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US. Similarly, customer experience has always existed, even though we weren’t yet aware of its importance to companies and the products they sell.
Experience Matters
MAY 6, 2020
Last month, at the XM Institute, we held our second ever XMPN Virtual Meetup. We met with experience management (XM) professionals from around the world, with most reigning from the APJ region and Africa. The bulk of the conversation was centered around applying XM during this time of crisis. We anchored this part of the discussion around four experience design-based tips for leaders, one of those tips being “choose certainty over uncertainty.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Experience Investigators by 360Connext
MAY 5, 2020
Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. While some workers are happy with remote work, many had been very pleased to be anchored to the routine of a daily commute and the ability to walk out at the end of the workday.
Beyond Philosophy
MAY 2, 2020
I hate my cable providers. That’s right, providers is plural. I have two different providers, one in the UK and one in Florida, and they both provide poor experiences. In many ways, I see cable companies as the perfect example of what not to do with your Customer Experience. This Episode of The Intuitive Customer takes a look at all the ways cable companies provide experiences that do not promote customer-driven growth.
NICE inContact
MAY 7, 2020
Did you know that Lassie received the very first pet insurance policy in the US in 1982? No? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US. Similarly, customer experience has always existed, even though we weren’t yet aware of its importance to companies and the products they sell.
ShepHyken
MAY 6, 2020
I’ve written about the concept of a “gap” a number of times over the years. Each time, the gap was different. The first time, I shared Dan Sullivan’s principle about the gap between the goal you wanted to achieve and your actual results, if you didn’t hit the goal. The difference was the gap. Another time I wrote about the competitive gap , which is about the gap or distance you put between you and your competition.
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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.
Wired and Dangerous
MAY 4, 2020
CX (customer experience) has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” from “customer experience” The by-product was aptly characterized by a friend of ours describing her bank knowledge of her account status but corresponding lack of desire to know her personally.
Calabrio
MAY 4, 2020
Here at Calabrio, like many companies, we are entering our eighth week working from home. For a team where the majority are based in an office environment, we have now passed the phase where working from home is an experimental novelty. By now, we have settled in. We have created new routines, made decisions about what is and is not possible to maintain during quarantine, and generally revolutionized the way we operate as a company.
NICE inContact
MAY 3, 2020
After spending the last couple of crazy months executing all of our contact center business continuity plans in response to the global COVID-19 pandemic, let’s pause for a moment to reflect on what’s next for the work from home call center. Our CEO Paul Jarman has a saying that he’s used often these days and I think it applies broadly to any business or contact center leader when thinking about how to manage through this uncertainty: “we’re going to be short-term realistic and long-term optimist
Cyara
MAY 5, 2020
My heart goes out to everyone affected by COVID-19; these are truly challenging times. I wanted to share some helpful, data-driven industry insight gathered from our contact center customers, and some ideas of ways to bring teams closer together even as we’re forced to work apart.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
ReviewTrackers
MAY 5, 2020
Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. Cultivating a positive online reputation helps you stand out among local competitors. Research shows that 35 percent of all search traffic is local , and those consumers are looking at a business’s digital reputation and reviews before they decide to visit.
TechSee
MAY 5, 2020
Modernizing field service management (FSM) has become a priority for many organizations in a sector largely defined by legacy systems and outmoded practices. Many seasoned field service technicians are old-school – having only begun using smartphones in the recent past – creating efficiency issues within FSM. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.
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