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. .
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
TechSee
JUNE 16, 2021
Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product r
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.
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.
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.
GetFeedback
JUNE 13, 2021
Learn how to provide customers with a great ecommerce experience and discover ways to optimize your website.
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.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
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.
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.
GetFeedback
JUNE 13, 2021
Actionable insight to uplevel and transform the CX culture in your organization.
Uniphore
JUNE 15, 2021
Call Center Life. High Stress. High Stakes. It's All In A Day's Work. Your Call Center Is a Glass House. You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? Online, they’re screaming. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
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.
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.
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.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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.
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.
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.
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
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.
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.
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.
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?
Advertisement
Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
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.
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.
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.
Expert insights. Personalized for you.
130 
Let's personalize your content