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This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.
Vincent Manlapaz, in an interview with Kyle Winward talks about how the evolution of consumer behavior has brought a new set of challenges for business leaders to stand out from competitors and why organizations should become an agent of experience than an agent of service.
Any business function that you deploy towards your business goals must be measurable and generate returns. Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Customers don’t leave your company until they stop getting value from your product.
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
IBTM World Virtual is set for success with over 10,000 meetings due to take place over the three days of the event, which will this year take place completely online from the 8 th to the 10 th December. The virtual event will include three full days of meetings between the world’s largest and best-known destinations and suppliers with top calibre Hosted Buyers from some of the biggest global corporations, associations and agencies, as well as a comprehensive programme of education sessions.
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” In it, I compared the positive and negative implications of technology for customers and companies alike. So this week I wanted to write about the impact of smart choices for business in general.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” In it, I compared the positive and negative implications of technology for customers and companies alike. So this week I wanted to write about the impact of smart choices for business in general.
Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly.
2020 has been a year … And we’re crossing every finger that 2021 is going to be brighter and better. We want to help you make that happen with four offers to bolster your customer experience efforts over the upcoming year. Now through Friday, December 4: Save $500 on our Journey Mapping Master Toolkit , the industry’s only solution to combine the expert instruction and ready-to-use tools you need to create effective journey maps.
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.
Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful. However, communicating well 24/7 can be difficult.
Relational NPS is a great check in with customers. It’s also a valuable tool you can leverage to boost retention in 2021. Here's what we learned from our CX leader roundtable.
Every year, we have another Black Friday. They just seem to be getting longer. Did you know that Black Friday traces its roots to a mini human-engineered stock market crash in 1869? That was when the term was introduced, but its use for the day-after-Thanksgiving discount day started in the 1950s. What’s interesting to me as an experience designer, strategist, and long-time marketing guy is how quickly Black Friday is changing.
Agile software can make organizations more resilient and allow them to continue serving customers in the wake of disasters. Organizations need contact center software that supports multiple proactive customer service methods and makes digital channel implementation fast and simple. Providing customers with channel options, rather than restricting them to phone-only service, provides them with convenience and can ease stress.
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.
What’s your story? What reasons compel your customers to do business with you? What gets them excited about doing business with you? Consider this. If you’re selling a trip to Hawaii, you probably try to paint a vision of a day on the beach, an amazing luau and a beautiful oceanfront balcony that includes a gorgeous sunset. The story you don’t tell—at least I hope you don’t—is the one that includes the technical specs of the engine on the plane that’s flying you to that exotic location, the type
Some brands are doing great at adapting to the massive amounts of change in our world. Overview. Chipotle impressed me this week with a new digital-only restaurant in New York (near West Point, home to nearly captive, heavy-exercising, and always-hungry cadets). Since nearly 50% of the chain’s orders are digital now, this new concept is designed from the ground up to be fast, efficient, cashless, COVID-friendly (is that an OK way to say ‘safe’?
Major transformations in customer experience and the contact center are well underway and accelerating this year such that businesses risk increases for companies being left behind by more agile competitors. The results are in from the latest survey of global customer experience leaders in the 2020 NICE inContact CX Transformation Benchmark, Business Wave.
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.
Researchers often want to include people with access needs in their studies but don’t know where to begin. This 3 part series covers the various considerations for adapting your practice to include people with disabilities.
Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. Forbes reports that 73% of companies with above-average customer experience perform better financially than their competitors. For today’s wired and dangerous customer any encounter with indifferent service fosters a quick exit to a new provider.
The right customer intelligence and quality management software provide a solid platform from which to launch customer engagement initiatives. Businesses that get this right will have loyal customers who are willing to buy more and refer friends and family.
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
When we started Kustomer in 2015, we did so with the vision of reimagining customer service for a new generation of businesses and consumers. We understand consumers want more from the companies they do business with. They want effortless and seamless customer service across all communications and social channels. They want businesses to understand them and keep pace with how quickly their needs change – especially when there’s a question or issue.
How Chatbots Can Deliver Better Customer Service. Leveraging Technology to Amaze Your Customers. Shep Hyken interviews Philippe Mesritz , Khoros ’ first VP, Customers for Life. They discuss how chatbots and other technology can help deliver a better customer experience. Top Takeaways: Now more than ever, it’s incredibly important to pay attention to your digital customer experience.
What does the 2020 shopper look like? Despite our best predictions from 2019, understanding the modern shopper has become more of a journey than a destination. With customer preferences, priorities, and behaviours changing daily, what worked last month no longer works today. This presents a huge challenge for brands looking to drive growth in the current retail environment.
In today's experience economy, quality is more important than ever. Consumers are much less tolerant of low quality customer service experiences. On the flip side, they'll reward exceptional customer experiences (CX) with more purchases and referrals. Under these circumstances, contact centers can't afford to have agents who are indifferent about or resentful of quality improvement efforts.
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.
Emerging technologies make bold promises. Whether they ultimately go mainstream or crash strongly depends on delivering the goods, but also on the buzz surrounding them. And when it comes to determining a technology’s potential, it’s essential to separate fact from fiction. Remote visual support is no different. Remote Visual Support Myths.
4 Quick Tips to Help you Make the Pandemic Irrelevant 1. Customer Service Feature Story Want to transform your customer service? Do this first By Dave Murray, Senior Customer Service Consultant As a customer service consultant, I repeatedly get asked, “When wanting to substantially improve your company’s customer service, where is the best. Read Full Article.
More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant. If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line.
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