Horizon CX
MARCH 1, 2021
Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the conflict that debated the company priority: Customer Satisfaction or quarterly numbers.
Pink Guava
MARCH 2, 2021
Customer – Vendor relationships are often treated as guarded, professional, and more transactional. Looking at today’s dynamic market behavior and so many options available for anyone to choose from, this belief is sure going to impede your business success. Bottom line is that if we need to stand out in the market and continue to grow our client base, we must start looking at customers as humans and treat them so!
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Daniel Group
MARCH 3, 2021
Are you ready to give customers what they want from you? This blog is the first of a four-part series that focuses on this question. Throughout the series, we will explore the importance of the following topics: Make CX Easy. Here at The Daniel Group, we pride ourselves on supporting our clients in making CX as easy as possible. We do this by gathering information by surveying our clients’ customers.
eglobalis
MARCH 2, 2021
The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! 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.
GetFeedback
MARCH 2, 2021
How to enhance your digital checkout funnel and increase conversion rates.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
MARCH 3, 2021
Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers.
ShepHyken
MARCH 3, 2021
It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown. I reflected on what I love about travel, and even some of what I don’t love. Falling into the latter category of what I don’t love is checking luggage. I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage.
GetFeedback
MARCH 1, 2021
Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization.
Bill Quiseng
MARCH 1, 2021
“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.
Advertiser: ZoomInfo
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NICE inContact
MARCH 1, 2021
NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users. Businesses looking to keep up with the competition, lower costs, run their operations more efficiently, and realize greater revenues should consider NICE inContact CXone for call center outsourcing.
Comm100
MARCH 4, 2021
Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. But the question is – how did this really affect live chat operations? How did agent and customer experience change, and what does this mean for 2021?
GetFeedback
MARCH 2, 2021
Become a CES expert with our comprehensive 4-week email course.
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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.
Alida
MARCH 5, 2021
Though considered a niche category by some, luxury goods—including high-end fashions, accessories, footwear, and beauty products—are a hot commodity. The global pandemic may have impacted how consumers buy luxury goods, but the market is still growing. According to McKinsey & Co., consumers will likely return quickly to paying full price for luxury goods—the same way they did after the 2008 global financial crisis.
TechSee
MARCH 1, 2021
“Do you want to SuperSize that?” and “Do you want fries with that?” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level.
GetFeedback
MARCH 3, 2021
Positive customer relationships are crucial to the success of your company. Here's why.
ReviewTrackers
MARCH 3, 2021
Is your business or brand well-known online? How do people look at and feel about you, and what do they think about when they come across your products or services online? What kind of content appears on search engine results pages, review sites and social networks whenever your business or brand name is being searched? Is the content positive, neutral, or negative?
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Gainsight
MARCH 3, 2021
I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In the “old days” (pre-COVID), these featured conversation over fine dining. We substituted the merlot with a mute button in the new world – though we still mail our guests a flight of tasting wines. This past week, I invited my longtime friend and Gainsight advocate Dave Kellogg to join the happy hour.
Second to None
MARCH 2, 2021
Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. It’s your personality, values, and attitude that fuels your brand’s perception out in the world. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. But how can you do that?
GetFeedback
MARCH 2, 2021
Simplifying CX YouTube series video on how to use the NPS metric.
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.
Bob Hayes
MARCH 2, 2021
Results of a worldwide survey reveal that data professionals overwhelmingly use a personal computer or laptop as their computing platform most often for their data science projects. The next most used computing platform is a cloud computing platform and a deep learning workstation. The practice of data science requires a variety of different tools and technologies to extract value from data.
CSM Magazine
MARCH 3, 2021
Vivantio , a leading provider of customer service optimization software and solutions, has launched a new report, “ Leveraging Breakthrough Service to Transform Your B2B Enterprise.”. The report identifies the distinct benefits of centralizing customer service and offers B2B business owners a detailed process for implementing it at their organization, inclusive of proven strategies for overcoming common challenges.
GetFeedback
FEBRUARY 28, 2021
How to collect customer satisfaction metrics and take strategic action based on your findings.
The DiJulius Group
MARCH 3, 2021
5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story One thing for sure, when customer service rankings come out, if you want to see where lawyers, doctors, or accountants fall, keep scrolling and scrolling and scrolling. You will find them with the Bureau of Motor Vehicles, internet providers, and airlines. Read Full Article.
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Eptica
MARCH 5, 2021
Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Published on: March 05, 2021. Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?
MyCustomer
MARCH 3, 2021
Engagement It's time to change how we talk about CX.
ShepHyken
MARCH 2, 2021
The Perks of Influencer Marketing. Using Social Media to Build an Engaging Customer Experience. Shep Hyken interviews Elma Beganovich, founder and COO of A&E Digital Marketing. They discuss the importance of influencer marketing in the customer experience. Top Takeaways: Influencer marketing is a way to add to your customer journey. It starts with social media.
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