Beyond Philosophy
JULY 16, 2020
I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business.
iPerceptions
JULY 15, 2020
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XMplify
JULY 15, 2020
I have spent much of the last 6 months thinking about how to calculate the value of CX in financial terms - the core of any winning business case. In this article I will share some of what I considered.
GetFeedback
JULY 15, 2020
A Frost & Sullivan executive summary on how to bridge the CX gap that is prevalent across so many organizations today.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
TechSee
JULY 14, 2020
Does this sound familiar? A customer calls the contact center with an urgent issue. His new coffee machine isn’t working properly, his smart sprinkler system isn’t configured correctly, or his internet connection is inexplicably down. A tier one agent gathers the requisite information: model number and nature of the problem. Basic troubleshooting scripts are followed: power off, reboot, check error messages.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Integrity Solutions
JULY 13, 2020
No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? It’s not for lack of activity. Training is regularly implemented, new sales techniques are tried out, and the latest and greatest technology is implemented as the surefire antidote to a complex, competitive marketplace.
Experience Investigators by 360Connext
JULY 14, 2020
Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? to discuss how we could all prepare ourselves and to answer your customer experience questions. It consisted of a short presentation from me, followed by an ‘Ask Me Anything’ Q&A in which I took questions from the audience.
eglobalis
JULY 13, 2020
Retail Digital and Physical Experience Can Still Satisfy Europeans during COVID-19. The post Retail Digital Experience Can Still Satisfy Europeans during COVID-19 appeared first on Eglobalis.
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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.
IntouchInsight
JULY 16, 2020
In case you missed it, get the highlights from the "Do something great with customer feedback" webinar that took place on July 9, 2020 with Heart of the Customer's CEO & Founder, Jim Tincher, and our very own Executive Vice President, Erin Fenn.
Steve DiGioia
JULY 16, 2020
Not the kind that gets you the corner office, a big expense account, or stock options; I’m talking about the kind you use to advertise and spread the word about your business. How dedicated are you to promoting your business to the throngs of potential customers not yet aware of your product or service? It’s a never-ending process. Promoting your business, and the print, internet and radio advertising used, will build a foundation for your future success. “Advertising is the ar
Calabrio
JULY 13, 2020
Legacy Teleopti WFM customers now have the ability to use Calabrio Advanced Reporting — and gain even greater insight into their contact center operations. The Unified Data Mart (UDM) with data library uses the Teleopti WFM data mart as its source. The adapter comes with a standard set of starter dashboard and reports to help you get started quickly.
QuestionPro Audience
JULY 16, 2020
We hope you were able to join our monthly webinar where we introduce different concepts and sneak peeks into our new features but if not, we are here for you! Continue reading for the webinar overview and some of the questions that came across from attendees on the topic of Survey Block Flow, Concept Testing, Monadic & Sequential Monadic Testing, and Instant Answer!
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
NICE inContact
JULY 13, 2020
The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety. Indeed, the pandemic is, among many things, a massive experiment in telecommuting as the outbreak accelerates a trend towards a remote workforce, possibly for the long term. But that isn’t the only thing that’s on the mind of contact center leaders.
Beyond Philosophy
JULY 11, 2020
The 5 Rules for Making and Managing Customer Memories. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience.
SurveySensum
JULY 14, 2020
The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!
ShepHyken
JULY 14, 2020
Tools of Amazing Customer Experience. How Big and Small Businesses Can Improve CX. Shep Hyken interviews Ramon Ray , founder of Smart Hustle Media. They discuss various strategies and tools that businesses large and small can use to create amazing customer service and experience. Top Takeaways: Big companies often have more resources and can implement disciplined strategies, whereas small companies are nimbler and are often able to react and make necessary changes more quickly.
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.
NICE inContact
JULY 14, 2020
AI-based voice authentication is not just powerful identity and verification contact center software. It’s a giant leap forward in enhancing our privacy and data protection, with built-in safeguards for more secure business transactions in real-time. Voice authentication automatically verifies customers and fraud is reduced in a more streamlined and reliable way, eliminating typical time-consuming KBA interrogation for faster service and a better experience.
Kate Nasser
JULY 12, 2020
To undo customer and employee anger & upset, find their powerless feelings & empower them. Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post What Powerless Feelings Do to Customers & Employees | #Leadership appeared first on KateNasser.com.
Eptica
JULY 15, 2020
Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Part 1. Published on: July 15, 2020. Author: Guest author: Jeanne Bliss The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Titled Would You Do That To Your Mother? it highlights that you need to understand customers personally to elevate the ir experience.
ReviewTrackers
JULY 15, 2020
Technology has advanced tremendously since the first mobile phone was used in 1973. With the invention of the Internet, a new communication form emerged as the computer became a medium for exchanging information. Access to the Internet is possible on smartphones today, and smartphones are one of the causes of the explosion of online consumer culture in the Western world.
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.
NICE inContact
JULY 16, 2020
Digital has far-reaching implications not just for how organizations provide service today, but also for how much more change is coming in the very near future. Those who “win” customer service will need to completely reimagine it—and digital will be central to that.
One Millimeter Mindset
JULY 16, 2020
Today, let’s ideate together. Take a deep breath. Relax. Let’s innovate. What happens to your revenue stream when employees stop fixing what people buy? Because clients are not sold what they really need. When internal teams actively drive revenue? Instead of serving as order-takers buried in departments traditionally perceived as cost-centers.
Oracle
JULY 14, 2020
The current pandemic is a clear example of a disruption that, in many cases, is accelerating trends that were already happening. Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. We’ll likely see these trends continue to accelerate over time.
dscout People Nerds
JULY 16, 2020
Want a good way to avoid overwhelming synthesis sessions? Learn the art of the debrief. .
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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.
NICE inContact
JULY 15, 2020
As organisations transition to a post COVID-19 world, contact centre employees need to be able to work from anywhere for businesses to stay competitive. Explore why the future of contact centres is cloud-based, and how to enable your contact centre team to work from anywhere without compromising productivity or security, while delivering a consistent and outstanding customer experience.
Talkdesk
JULY 14, 2020
Welcome to the final installment of Talkdesk’s CX Reframe: A 5-Point COVID Response Plan. In our first three pieces, we discussed the massive quantum shift brought on by the COVID-19 pandemic, and how CX leaders can adapt their contact center strategies to continue delivering excellent experiences while weathering the pandemic. In this piece we’ll discuss how CX leaders can Reform these strategies, and modify them to address a post-pandemic world.
Heart of the Customer
JULY 15, 2020
We had a great discussion on LinkedIn a few weeks ago about the disconnect between customer experience and leadership. This post kicked things off: As I interview CX leaders and CEOs, it’s been fascinating (but not surprising) to hear the vast differences in focus. CX people focus on survey results; their thoughts are on how to improve the experience in order to improve […].
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