Qualtrics
JUNE 22, 2020
Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experiences. Think about any major purchases you've made recently. Did you research your purchase? Did you collect information from advertising, salespersons, friends, associates, or even test the product?
Totango
JUNE 23, 2020
There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Brand ambassadors have used the Net Promoter Score (NPS) to get those answers for almost a decade.
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TechSee
JUNE 23, 2020
Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX). MX gives customers a greater degree of choice over how they interact with a brand.
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.
C3Centricity
JUNE 25, 2020
We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric. They just don’t know where to start.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
IntouchInsight
JUNE 25, 2020
As every industry is adapting to changes in consumer behaviour, we explore how COVID-19 has impacted convenience stores and gas stations. We look at three key takeaways from our recent survey results and discuss how businesses can best align with their consumers' needs and help people feel safe returning to in-store shopping.
Customer Bliss
JUNE 22, 2020
During this time, I’ve been hosting weekly live conversations on LinkedIn , with C-Suite leaders, authors, and experts in their respective fields. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch. These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery.
Comm100
JUNE 25, 2020
Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. You can find her on LinkedIn. We live in strange times, to say the least.
Steve DiGioia
JUNE 25, 2020
Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic? When things don’t go as planned, our customers become upset and we have failed in their eyes.
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.
GetFeedback
JUNE 21, 2020
Design your CX program to include mobile devices, voice-command, and Internet of Things.
Lumoa
JUNE 24, 2020
Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused.
Beyond Philosophy
JUNE 25, 2020
Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are.
Steve DiGioia
JUNE 22, 2020
In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? But what about indifferent service? Why is it acceptable? In today’s post, I expand on one of those reasons: “low price shoppers”. Here’s my story…. While shopping, you see a brightly colored cell phone sticking out of the back pocket of an employee or your waiter has a pack of cigarettes in his front
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
GetFeedback
JUNE 22, 2020
How to ask and act strategically on customer feedback for your ecommerce business.
Experience Matters
JUNE 22, 2020
I recently hosted a webinar “Experience Management in Uncertain Times: Tips for the CIO.” We had a great panel discussion with Michael Golz, Chief Information Officer of SAP Americas along with Tim Greulich, Managing Director, XM Practice Leader and Kashif Rahamatullah, Principal from Deloitte. The discussion centered around how IT leaders can and should think about Experience Management (XM), especially given all of the recent COVID-driven changes to customers and employees.
ShepHyken
JUNE 24, 2020
Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels.
NICE inContact
JUNE 24, 2020
Most state a federal government agencies are struggling with exponential increases in call volumes as a result of the pandemic. One unnamed agency experienced an over 3000% jump in call volume. The scariest part of that data point is that agency had not yet begun executing contact tracing efforts.
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.
Calabrio
JUNE 22, 2020
For our Calabrio employees, the recent events in Minneapolis have special significance. The Twin Cities is home to our U.S. headquarters, and we wanted to help out as our community dealt with changes. Below is a summary of Calabrio’s community outreach efforts in May and June 2020. We’re proud of every Calabrio member who pitched in to help donate and collect items!
Experience Matters
JUNE 25, 2020
There’s a saying that “all good things must come to an end.” Sometimes, however, the end is really the start to something much better—which is the case with the Experience Matters blog. This is the last post on the current isolated platform, as this blog will be integrated into a brand new XM Institute website. We’re not stopping the blog; it’s just moving to xminstitute.com/blog.
Beyond Philosophy
JUNE 20, 2020
General Show Notes: Have you ever driven a long way to a vacation, perhaps with kids in the backseat, and heard the whining query, “are we there yet?” Have you ever wanted to ask that question yourself? It turns out there are good reasons for that. It’s called the Return Trip Effect, and we discuss it on this episode of The Intuitive Customer.
NICE inContact
JUNE 22, 2020
It's important to be purposeful when cutting costs. Using benchmarks can help. Use internal benchmarks to make cuts relative to past performance. Use industry benchmarks to make cuts that will put you in line with other contact centers like yours. Using both sets of benchmarks in combination may yield the best results.
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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.
ReviewTrackers
JUNE 24, 2020
Learning how to claim a Facebook business Page is crucial for any business. A Page can make it easy for those already on Facebook to easily reach the business, learn more about its products or services, and read their Facebook reviews. Creating a Page also increases a business’ overall exposure. There are 2.23 billion monthly active users on Facebook , which makes it one of the most popular social media platforms on the planet.
Comm100
JUNE 24, 2020
When considering any technology investment, security and privacy are non-negotiable. No matter which digital support channels your business offers, keeping your confidential customer data safe and secure is a (if not the ) top priority. For any company, striking a balance between absolute security and compliance while providing accessible, real-time customer support isn’t always an easy feat.
Cyara
JUNE 26, 2020
I’m so excited to share that Cyara is included in the just published report: The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020. As Diego Lo Giudice wrote in his blog on this Wave, “…being among the top 15 players in the market in a Forrester Wave™ evaluation is always a win. Why? Because the vendors are being compared with a peer group of test automation vendors that form, based on Forrester’s research, the top 15 performers among all.”.
dscout People Nerds
JUNE 26, 2020
The team at Google’s UX Community & Culture share their best advice for encouraging thriving, user-focused teams.
Advertiser: ZoomInfo
As marketing becomes more tech-driven, the role of marketing operations (MOps) is getting more complex. Today, the discipline is increasingly interwoven with other vital go-to-market motions — including sales and customer support — and is responsible for all business elements associated with marketing, including the tech stack. In this eBook, we’ll show you how marketing operations can create efficiencies in your tech stack, reporting, and budget that will not just improve internal processes, bu
ProProfs Chat
JUNE 26, 2020
It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. That means being consistent at learning and acquiring knowledge can help you shape a customer’s journey better. But, where to start?
Talkdesk
JUNE 24, 2020
Now that you have successfully onboarded your agents and deployed an effective development strategy , it’s time to think about the final — and some would say the most important — step. You’ve invested time and resources turning your tenured agents into highly effective customer service professionals. You need to protect that investment by retaining them long term with the right strategy to keep them engaged, happy and highly productive.
Second to None
JUNE 25, 2020
Today, we seek clarity, humanity, and equanimity more than ever. Through these challenging events, the power remains within us in choosing how we respond. By reflecting within ourselves, we can access uncovered insights which can help us navigate through these times. Reflecting through our past three decades of work, Second to None has unveiled a set of values which have shaped our mission — known as Ethos.
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