Forrester's Customer Insights
MAY 1, 2020
To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we are applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. Since early March, consumer energy has been diminishing; […].
Steve DiGioia
APRIL 27, 2020
…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas. Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. What do you have to lose? ”. Or my favorite one… “ I know what I’m talking about, trust me ”. But when I question their plan or point out ways the plan may not work out as intended, I’m asked why I’m being so “negative”.
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ClearAction
APRIL 29, 2020
VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. CEOs are committing to this modern standard: “purpose of business is to benefit customers, employees, suppliers, communities, and shareholders”. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders.
InMoment XI
APRIL 29, 2020
Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses. The presenter told a story about a fictitious restaurant, whose name in the story turned out to be an actual diner in Massachusetts. To maintain its anonymity, I. View Article.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
GetFeedback
APRIL 28, 2020
Zen Internet became a top-tier ISP by providing top-class customer service. Read on to see how the company set up a feedback loop to continually improve its CX.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
IntouchInsight
APRIL 29, 2020
7eleven, Wawa, Woodbine and Burger King are an inspiration, focused on protecting their customers and employees, while giving back to their community.
Experience Investigators by 360Connext
APRIL 28, 2020
Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? You make a new friend, enjoy their company, and then the red flags begin appearing: She’s quick to say “I’ll call you tomorrow!
GetFeedback
APRIL 28, 2020
Christine Rimer, VP of Customer Experience & Advocacy at SurveyMonkey, shares the top 3 skills you need to succeed based on insights from our recent CX peer survey.
Lumoa
APRIL 28, 2020
New technology has driven organizations to undergo digital transformations, as a result, we see a shift in consumer behavior. Apps, machine learning, AI and other types of new technology have made it possible for consumers to do almost whatever they want- whenever they want– wherever they want. As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever.
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
Alida
APRIL 28, 2020
Today marks the second product release of 2020 for Vision Critical. It’s been a quarter like no other as teams across our organization have come together in new ways, including our full staff working remotely, to deliver value to our customers through exciting new features and an innovative new product.
NICE inContact
APRIL 29, 2020
Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation.
GetFeedback
APRIL 28, 2020
The four key elements you need to implement for a successful cross-functional customer experience program.
C3Centricity
APRIL 29, 2020
“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I had a very interesting discussion with a new client last week. Like many CPG companies, they are considering online retailing. They are already selling a little online, but haven’t seriously considered it until recently.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
BlueOcean
APRIL 28, 2020
If one thing’s for certain in these most uncertain times, it’s that humans are resilient. There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. Even after the immediate threat is over and the adrenaline of crisis management has done all it can, there will be long-term shifts in how we work, communicate, shop, and behave.
NICE inContact
APRIL 28, 2020
Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face. In a remote contact center, performance management processes look a bit different, but the fundamentals remain the same.
GetFeedback
APRIL 26, 2020
We surveyed 180 CX professionals to dig into challenges, opportunities, and the state of CX teams.
Comm100
APRIL 27, 2020
In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Beyond Philosophy
APRIL 30, 2020
We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.
NICE inContact
APRIL 29, 2020
Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation.
Horizon CX
MAY 1, 2020
At this most difficult time amidst a pandemic that we as a nation seem to have been so significant and remarkably unprepared for here within these United States, I believe a lot of soul-searching is taking place—both personally and professionally—that will determine in part how the future unfolds for each of us in terms of how we live, how we behave, and how we see ourselves as part of a worldwide system.
Comm100
APRIL 30, 2020
Most live chat teams around the world have found themselves working from home, possibly for the first time ever. And for many, they won’t be returning to the office anytime soon. Thanks to the flexibility of live chat – if cloud-based – most teams have been able to transition smoothly into remote working. But managing agents working from home still poses many difficulties.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
TechSee
APRIL 28, 2020
The average U.S. household currently contains 11 connected devices , and as that number grows in the coming years, driven largely by the rollout of 5G, the challenge for enterprises is twofold. On the one hand, they need to deliver the products and services consumers want in multiple formats. On the other, they have to find ways to tailor them to get the best out of each platform, without compromising on their messaging or brand values.
NICE inContact
APRIL 28, 2020
Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face. In a remote contact center, performance management processes look a bit different, but the fundamentals remain the same.
dscout People Nerds
APRIL 30, 2020
We’re often reminded of the importance of “sharing insights.” But advice for how define an insight, and how we should be writing them, is vague at best. .
Comm100
APRIL 26, 2020
It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. In fact, according to Forrester , 72% of businesses say that improving the customer experience is their number one priority.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Inbenta
APRIL 29, 2020
Depending on the context in which the chatbot project takes place, and therefore its scope of action, its implementation may take more or less time. From our experience, it is the framing phase that is the most time-consuming as you have to consult with all the teams involved in the project and obtain various approvals to start the developments. Team coordination is also crucial when defining the roles of each team member within the project and potentially redefining or creating new positions.
Cyara
APRIL 30, 2020
In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. This has been accomplished on impossible time tables. One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls. This includes physical environment – do they have a desk, a room free from background noises from children, roommates, pets, etc?
ShepHyken
APRIL 29, 2020
I’m going to switch up my typical customer service and experience content to share a little motivation. My buddy and fellow professional keynote speaker, Joey Coleman , is one smart dude. He made a great observation about the way people are reacting to the COVID-19 pandemic. He noticed that the quarantine and stay-at-home orders are magnifying people’s personality traits.
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