CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. By the time my youngest son was 6 years old, I (Sheri) understood barber shops, grocery stores, restaurants, doctors offices, dentists, and most recreational activities were not built for us. We created our own solutions. His older brothers learned how to cut his hair, eating out meant drive-thru meals, recreational activities consisted of visits to the local parks or the local YMCA until we were aske

Customer Journeys 140

Customer Journeys Customer Experience Effort Score Training 140

Customers That Stick

JULY 3, 2019

Customer Experience 94

Customer Experience Customers 94

ProProfs Chat

JULY 5, 2019

Bundling? Free shipping? Suggested items? All of these eCommerce strategies work toward the same goal: getting customers to buy more on each visit, increasing the average order value. And they hold an important place in boosting revenue for your eCommerce brand. But what about increasing the lifetime value of your customers? Focusing on increasing order value is important to boosting revenue, but increasing the lifetime value of your customers is critical to long term success of your brand.

Ecommerce 40

Ecommerce Lifetime Customer Metrics Sales 40

Lumoa

JULY 2, 2019

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.

How To 284

How To Analysis Data 284

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.

ROI

InMoment XI

JULY 2, 2019

MaritzCX “Agile” Workspace Promotes Employee & Business Success The overall goal of the agile method is to adapt to change and deliver working software as quickly as possible. And although quality paired with speed is the main goal, it is important to note that employees are humans and they have personal needs that must be. View Article.

Software 247

Software 247

Experience Matters

JULY 2, 2019

Given the recent closing of Temkin Group, it seems like a good time to reflect on what I’ve learned over the last decade or so of building a successful business, creating a world-wide association, and nurturing the CX movement. Looking back, here are six principals that have helped me succeed: Actively Simplify. When faced with new situations, it often seems easiest to add layers of rules or additional concepts.

Groups 244

Groups Customer Experience Customers 244

GetFeedback

JULY 1, 2019

Survey reporting isn’t a prescribed formula. You need a way to present your findings in a meaningful way that caters to the audience at hand. To do so, many marketers create a presentation and a report. A presentation can provide need-to-know insights in a quick, informative way. Meanwhile, a report can provide a deep-dive of statistics, methodology, and executable actions.

Survey 218

Survey Report Communication How To 218

Alida

JULY 5, 2019

Twitter knows a thing or two about engagement. They launched Twitter Insiders , run on the Sparq customer insights platform, to uncover direct, consent-based feedback they could use to complement and augment traditional media metrics, behavioral and usage data to become experts in engaging new and receptive audiences for advertisers.

Engagement 154

Engagement Tips Advertising Metrics 154

C3Centricity

JULY 1, 2019

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. It is, therefore, understandable that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.

Culture 234

Culture Exercises Connections Customer Centricity 234

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

NICE inContact

JULY 2, 2019

Digital customer service and business both move at the speed of now. Agility and flexibility are key, and responsiveness needs to be non-stop. This is why digital customer service is such a good fit for business and why integration needs to be seamless. There’s simply no time for mistakes. The case for digital customer service integration is clear: Companies using digital channels for customer service can increase customer engagement and answer more customer queries without any additional resour

Customer Service 152

Customer Service Contact Center Omni-Channel Call Center 152

CloudCherry

JULY 5, 2019

I have been coaching high school lacrosse for 4 years now. I love the game of lacrosse and all that it can teach young athletes. I played the sport for 12 years and found that I love to coach just as much as I love to play. I value the relationships I build with my fellow coaches and my players. As a coach, I know that I can have a big influence on these young men as I interact with on a daily basis throughout the season.

Sports 150

Sports Effort Score Measurement Customer Experience 150

GetFeedback

JULY 4, 2019

Not many companies spend the necessary time to designing surveys that look good. Design is often overlooked, which is a.

Survey 150

Survey Company 150

ShepHyken

JULY 3, 2019

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company. More often than not, the customer may not even know they have a problem.

Customers 134

Customers Customer Service Training Examples Training 134

Speaker: Becky Parisotto and John Vurdelja

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

Retail

NICE inContact

JULY 2, 2019

BAYADA Home Health Care provides clinical and personal care support services to patients at home, helping them stay independent and comfortable. With 360 offices in 23 states and five international offices, the company employs 28,000, mostly nurses and home health aides. While BAYADA has experienced robust growth in past years, its New Jersey contact center wasn’t so healthy.

Abandon Rate 150

Abandon Rate Contact Center Hospitality Insurance 150

Alida

JULY 2, 2019

With a global audience in excess of 249 million, Refinery29 is largely regarded as the preeminent authority on young women. A business that started as a creative-focused city guide now influences everything from Sunday brunch to big business. Their most recent foray into the world of personal finances has earned them a reputation as “one to watch” in the financial industry as insurance companies, banks, and fin-tech services vie for the attention of their multi-billion dollar audience and drive

Insurance 113

Insurance Banking Financial Sales 113

GetFeedback

JULY 4, 2019

Not many companies spend the necessary time to designing surveys that look good. Design is often overlooked, which is a shame because it’s an essential part of getting the best survey results. As a society, we’ve become more design conscious and even use design as a way to tell which companies deserve our business. According to a 2018 Adobe and Econsultancy study , organizations that describe themselves as design-driven, outperform their peers by a considerable margin, and 73% of the respo

Survey 150

Survey Brands Study Examples 150

ShepHyken

JULY 1, 2019

Each week I read a number of 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. Is Customer Service The Same As Customer Experience? I Debate Myself by Steve Olenski. (Media Post) Like many others, I’m sure, I talk to myself quite frequently.

Customer Journeys 125

Customer Journeys Customer Service Exercises B2C 125

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Employee Experience

NICE inContact

JULY 1, 2019

Every day, 140,000 people depart from one of Swedish Rail’s 284 stations, traveling on one of its 1,200 daily routes between major cities in Sweden and the Scandinavian capitals of Stockholm, Copenhagen and Oslo. In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations.

Contact Center 141

Contact Center Transportation Travel Social Media 141

Experience Investigators by 360Connext

JULY 2, 2019

What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and advisors, not just end users. And it isn’t limited to just customers. Organizations can also co-create with vendors, suppliers, resellers and specific groups of employees.

Customer Journeys 110

Customer Journeys Social Media Groups Fashion 110

GetFeedback

JULY 2, 2019

Net Promoter Score is a fundamental customer loyalty metric. Learn how to integrate NPS with Salesforce to drive real results from customer feedback.

Net Promoter Score 150

Net Promoter Score NPS Measurement How To 150

ShepHyken

JULY 2, 2019

Punk CX with Adrian Swinscoe. Painting Outside the Lines of Customer Service. Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX , and talk about how to apply punk sensibility to the customer service world. The Interview with Adrian Swinscoe: The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly.

Metrics 115

Metrics Survey Exceptional Customer Service Measurement 115

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

NICE inContact

JULY 5, 2019

Chatbots are a kind of silver bullet to fulfill the needs of today’s demanding digital customers. Let’s take a closer look at 5 reasons customers love AI-driven chatbots. 1) Customers expect self-service options. While customers still like talking to human customer service agents when they have complicated issues that need real interaction, these days most customers also expect websites to provide self-service options.

Chatbots 139

Chatbots Self Service Contact Center Social Media 139

TechSee

JULY 2, 2019

Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill. But sometimes, in the midst of the mundane, comes the mind-boggling: crazy, funny or hair-raising B2C customer service success stories that make your day and inspire you to deliver ever-better service.

Customer Service 104

Customer Service Contact Center B2C Customers 104

GetFeedback

JULY 1, 2019

Survey reporting isn’t a prescribed formula. You need a way to present your findings in a meaningful way that caters.

Survey 150

Survey Report Communication How To 150

Beyond Philosophy

JULY 5, 2019

The Vital Art of Creating Memorable Messaging. When we make buying decisions, we usually are choosing from a short list of options. Our memory assembles these options. So, from a Customer Experience perspective, it is vital that your product or service is one of these options recalled at the moment of the buying decision. In this episode of The Intuitive Customer podcast, we explore how our memories generate these choice sets for buying decisions.

Groups 97

Groups Loyalty Consulting Customer Experience 97

Advertiser: ZoomInfo

As marketing becomes more tech-driven, the role of marketing operations (MOps) is getting more complex. Today, the discipline is increasingly interwoven with other vital go-to-market motions — including sales and customer support — and is responsible for all business elements associated with marketing, including the tech stack. In this eBook, we’ll show you how marketing operations can create efficiencies in your tech stack, reporting, and budget that will not just improve internal processes, bu

Marketing

NICE inContact

JULY 5, 2019

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. For the uninitiated, CCW is like those popular comic book fan conventions – except, instead of comic books, the hero is THE customer. It’s all about customer service and customer experience (CX).

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

Bizagi

JULY 4, 2019

Intelligent Process Automation is one aspect of a broader shift in technology, that of Automation as a whole. From driverless cars to autonomous drones, automation is helping make seemingly space-age technologies available today by creating and leveraging new forms of intelligence. Whether it’s customer communications in the form of desktop assistants, or automated tasks across an enterprise, automation is transforming the way we live and work.

Banking 95

Banking Technology Insurance Government 95

Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this. In the past, I’d hide out in the back of the room, mentally preparing and praying, and only go up after I was introduced.

Training 93

Training Course Meeting How To 93