Blueshift
AUGUST 12, 2020
Your customer database is the foundation for the work that you do. Whether you’re building marketing campaigns, testing and improving the product experience, handling customer support tickets, or running predictive analytics queries, you’re likely leveraging customer attributes, insights, and engagement history when making decisions. Given the importance of customer data, therefore, you’d think that many […].
Lumoa
AUGUST 10, 2020
Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty.
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Horizon CX
AUGUST 10, 2020
This blog is about human to human interactions and emotions—you know, the kind of interactions that those of us within the Customer Experience discipline profess to know the most about and have spent the most time mastering the art of conversation. So, let’s begin with a definition to get us all grounded. Wikipedia: Conversation is an interactive communication between two or more people.
QuestionPro Audience
AUGUST 10, 2020
Market research has been around for long and has helped many industries grow by grabbing the right opportunities based solely on consumer feedback. Like everything else, consumer research, too, had advanced over the years, coming a long way from legacy survey distribution methods. Research methods like telephone surveys, in-person interviews, and Google ads are no longer as effective as they were a few years ago.
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
Steve DiGioia
AUGUST 13, 2020
Great employees are the heart and soul of any business, especially a successful one. Their efforts cannot be understated enough. But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and at times undermine it. And they hang on year after year. They never seem to get fired and amass a laundry list of disciplinary actions with little substantive repercussions.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
AUGUST 11, 2020
Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to their daily experiences. Businesses are looking to stay ahead of the challenges by creating better customer journeys and reassuring customers they’ll deliver what they need and how they need it.
Calabrio
AUGUST 10, 2020
Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. And one of them— Sharon Jones of National Debt Relief (NDR)—WON!! According to Sharon, “I’ve had the opportunity to review the resumes and write-ups of my fellow nominees, and I can’t believe I was named—they all represent the best of workforce planning!
Kerry Bodine
AUGUST 14, 2020
On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey.
GetFeedback
AUGUST 11, 2020
This guide covers how financial institutions can collect feedback to improve the digital experience and build long-lasting relationships with customers.
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.
Beyond Philosophy
AUGUST 12, 2020
We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things.
Wired and Dangerous
AUGUST 10, 2020
Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.” Lifetime warranties, as opposed to limited warranties, are designed to be bold statements communicating confidence in a product.
NICE inContact
AUGUST 12, 2020
If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. SMBs and enterprises alike can overhaul their ROI with 4 approaches.
GetFeedback
AUGUST 11, 2020
An overview of key strategies SaaS businesses can employ to improve and enhance their customer experience.
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Beyond Philosophy
AUGUST 13, 2020
Do you know what annoys me? When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. After all, how much joy do you need to buy paper towels? Another area exists to channel all that enthusiasm instead. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.
Totango
AUGUST 14, 2020
In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. . Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups.
NICE inContact
AUGUST 9, 2020
Generation Z can barely remember a world pre smartphone and are thus more likely to quickly adapt to digital changes, especially when faced with a major disruptor like COVID-19, compared to their older counterparts. The pandemic has forced everyone to go completely digital but for those in school the difference is even more stark.
GetFeedback
AUGUST 11, 2020
Learn more about website exit intent surveys, what they are, and why you need them.
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
AUGUST 12, 2020
What does it cost to be nice? Some would say, “Nothing.” When it comes to people interacting with people, that’s probably true. It’s a smile, a wave, a head nod or some other gesture. It’s a genuine “thank you” or another comment to share your appreciation for your customer. None of that has any cost associated with the idea of being nice. I’m in the process of writing a new book.
Upstream Works
AUGUST 11, 2020
The difference between good and excellent contact center CX is providing customers with a human touch. As digital channels and AI become more prevalent in contact centers, customers are looking for more in their experiences with human agents, something they can’t receive from bots and self-service channels — a sense of humanity, empathy and having their feelings and frustrations validated.
NICE inContact
AUGUST 13, 2020
It won't help your small business if you're pulling in new customers through the front door while losing the same number of existing customers out the back door. That's not growth, it's just replacement. To experience sustainable growth, shut that back door by taking care of your customer base with effective service.
Beyond Philosophy
AUGUST 10, 2020
How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” I nod my head and smile, but secretly I think it sounds exhausting. Moreover, it is unnecessary in many parts of the experience. People many times do not want to be delighted; they want to be done already.
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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
AUGUST 11, 2020
Subscribe to an Amazing Customer Experience. How to Deepen Customer Relationships Through Subscription and Membership. Shep Hyken interviews Robbie Kellman Baxter , bestselling author and founder of Peninsula Strategies, LLC. They discuss how any company in any industry can utilize a subscription model to the benefit of their customers. Top Takeaways: Companies can find success by identifying a specific problem and then solving it for their customers forever, turning it into a “forever transacti
NICE inContact
AUGUST 11, 2020
Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help. The recent Decision Matrix – reviewing prominent cloud contact center providers - can help build a business case for moving to the cloud.
ReviewTrackers
AUGUST 12, 2020
For many companies, word-of-mouth marketing is all about using natural conversations to show off new products or services. Data from Hubspot shows that consumers talk about brands 90 times a week and 90 percent of customers will also trust brand recommendations from friends. This is even more effective with millennials, who rank word of mouth as the top influencer in their purchasing decision.
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.
ProProfs Chat
AUGUST 14, 2020
Imagine being in your customers’ shoes. You’ve landed on the website due to a certain search query and find the product you need. You add it to the cart and are ready to check out. But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. As you click on the sign up process, you realize that the form is quite a journey in itself.
Wootric CX Blog
AUGUST 11, 2020
In order to ensure shared accountability for product-led growth metrics, start by defining the metrics that matter most within the 5 growth pillars: Acquisition, Activation, Revenue, Retention & Referral. Utilizing Interact’s SaaS Actionable Metrics Framework can help you do this. Once the team agrees that these are the metrics to concentrate on, and tracking on them is set up, determine the goals for each metric.
NICE inContact
AUGUST 10, 2020
What's a good way to improve customer experience (CX), satisfaction, and loyalty? Start by increasing employee engagement. Organizations with highly engaged employees can typically expect higher productivity, quality, and employee retention. And when those employees are customer service agents, it can positively impact a business's relationship with their customers.
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