Alida
JUNE 14, 2021
An engaged workforce is the key to a better customer experience (CX). When you have highly engaged employees behind your business, research shows you’ll outperform the competition by nearly 150%. Plus, you’ll likely see 10% higher customer satisfaction metrics.
SurveySensum
JUNE 13, 2021
Give customers a positive customer experience and they will buy more. They will remain loyal. Your revenues will skyrocket. You must have heard this countless times. But, what no one talks about is, how to deliver that positive customer experience? A customer experience strategy is what helps you deliver delightful customer experiences to the customers. .
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Optimove
JUNE 14, 2021
What many marketers work on achieving is bringing customer data from separate platforms all into one place. This allows them to gain a clearer picture of their customer’s story – and then take action (hopefully) accordingly. Today, most companies usually have core customer data that is generated and stored in-house, like transactions and web/app activity.
ECXO
JUNE 15, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? Customer-centricity can’t be achieved overnight – it requires dedicated commitment from everyone in the organization as well as shifting mindsets and behaviors.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
GetFeedback
JUNE 15, 2021
This guide will walk you through asking for, and then acting on, ecommerce customer feedback for your business.
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 16, 2021
How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? These are the questions that keep customer operations leaders up at night — especially as modern customers rely heavily on contact centers and expect more from each interaction.
BlueOcean
JUNE 17, 2021
For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. But doing it all in-house also comes with its challenges. The newest publication from the Ryan Strategic Advisory reports on these challenges, which we explore below.
GetFeedback
JUNE 13, 2021
Learn how to provide customers with a great ecommerce experience and discover ways to optimize your website.
NICE inContact
JUNE 15, 2021
Robotic process automation is one of many ways artificial intelligence can be used beneficially in contact centers. RPA can automate repetitive tasks, which makes agents' jobs more engaging, increases contact center capacity, and improves accuracy. Other AI solutions can yield similar benefits.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Uniphore
JUNE 17, 2021
3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. Calls that are unresolved, require multiple contact points or—worst of all—are dropped can frustrate customers to the point of no return.
ShepHyken
JUNE 15, 2021
Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. They discuss the value of omnichannel communication in the different stages of the customer journey.
GetFeedback
JUNE 16, 2021
Simplifying CX YouTube series episode on how to become customer-centric.
NICE inContact
JUNE 17, 2021
Software that can benefit customers, employees, and businesses, sounds a little too good to be true, but that's exactly what modern customer service management software is capable of. Companies are fighting battles to win and keep customers based on the experiences they provide, and using the right software in their contact centers could give them the competitive edge needed to win.
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.
Uniphore
JUNE 16, 2021
10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? You probably already think enough about Average Handle Time, or AHT for short. Maybe even a little too much. AHT is the average length of time it takes an agent to complete a call. While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all.
ShepHyken
JUNE 18, 2021
7 Keys to Successful Customer Service. This week we feature an article by Rupert Jones , a passionate speaker and an Independent Financial Advisor. He writes about the 7 customer service elements that ensure your shoppers stay happy and included. Businesses wouldn’t be anything without their customers’ continuous support. Therefore, it’s essential to show your loyal buyers how integral they are to your success.
GetFeedback
JUNE 13, 2021
Actionable insight to uplevel and transform the CX culture in your organization.
The DiJulius Group
JUNE 16, 2021
On this week’s podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes. You will learn: Today’s illiterate are.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Comm100
JUNE 18, 2021
There are over 2.8 billion monthly active users on Facebook , and counting. Chances are high that some of these users are your customers, and whether you’re aware of it or not, those customers are actively seeking support via social media. The numbers back this up – 63% of customers expect companies to offer customer service via social media , and 90% of social media users have already used the channel to communicate with a business.
ShepHyken
JUNE 16, 2021
I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico. The employees at the resort were amazing. They were upbeat, outgoing and willing to do anything to make their guests’ stay as perfect as it could be. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort.
Steve DiGioia
JUNE 17, 2021
Many companies fail to take the human factors into consideration. My belief is that any business must “ always do what’s in the best interest of the customer ”. You’ve heard me say that countless times on my blog. Technology Certainly Has Its Merits, But…. When automation and technology become the new “service goal”, the customer then comes second. I can’t see it happening any other way.
The DiJulius Group
JUNE 14, 2021
The trusted connections one has built up over time are known as “social capital.” It acts as a human library of resources we can access anytime to gain or share information, knowledge, advice, and introductions. Social capital is a result of long-term, continuous relationship-building and one of the most powerful resources a person can have. Read Full Article.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Russel Lolacher
JUNE 15, 2021
What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. “Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh.
Help Scout
JUNE 17, 2021
We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. While they certainly jerk at the emotions and evoke a sense of wonder for the brand, they usually end up drawing attention because they are so far outside of the norm. They aren’t the typical conditions under which the company does business.
Myra Golden
JUNE 18, 2021
For Jack Cooper University , I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this interactive training project! Download the cheat sheet I talk about in the video. Learn about my customized 30-minute video training for your team, shot from my broadcast studio in Tulsa.
Integrity Solutions
JUNE 14, 2021
Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. But some simple and very effective sales coaching techniques- when applied consistently and with sincerity and skill- can greatly raise the game of individuals and your entire sales team. By Terri O’Halloran.
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The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp
Beyond Philosophy
JUNE 12, 2021
You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a political stand and paid the price for it all have something in common. These things are part of three news stories that can provide insight into improving your Customer Experience. So how do they provide insight?
Help Scout
JUNE 15, 2021
Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well. If you’re doing it right, you’re delivering a great experience that helps them successfully use your product or service.
ShepHyken
JUNE 14, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. (MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does.
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