SmartKarrot
JANUARY 4, 2021
As a customer success leader, you likely feel strong ownership of the “customer experience” and its outcomes. That’s why it’s so painful when you do everything in your power to help customers thrive only to see disappointing results in sentiment or retention. You can go back to the drawing board–improve analytics, update playbooks, adjust team member incentives–but there’s also an inconvenient truth to address.
CSM Magazine
JANUARY 5, 2021
Customers should never feel uncomfortable and out of place at your business; instead, they should be immediately put at ease when they walk through the door. Invest in a few comfortable chairs if your customers typically have to wait to see someone. Provide products such as a UV sanitizer to address any concerns you customers may have regarding the sanitation of your premises.
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Russel Lolacher
JANUARY 4, 2021
How do you prepare your organization’s culture to fully embrace digital transformation? I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject. Over the course of an hour, my fellow panelists and I shared our experiences and insights and I wanted to share my responses with you in case you find them helpful.
Steve DiGioia
JANUARY 4, 2021
Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what does management want from you? For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience.
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.
GetFeedback
JANUARY 3, 2021
Ten essential elements product managers need to build an agile customer feedback program.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Lumoa
JANUARY 7, 2021
At what point during the customer journey should you measure how the customer is feeling? In the middle? After their journey is over? Every month? In reality, there are several customer touchpoints along the customer journey where you can (and should!) measure the customer experience, and each requires a slightly different approach. Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all.
Experience Investigators by 360Connext
JANUARY 5, 2021
You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Where does this organizational magic come from? In a word, it all comes back to the culture. Sometimes the customer-focused “way” is seen as a brand within a brand. “The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.
GetFeedback
JANUARY 3, 2021
Ten essential elements product managers need to build an agile customer feedback program.
ShepHyken
JANUARY 6, 2021
Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. This has led to my list of predictions for several years. Our customers keep getting smarter about customer service and experience.
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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.
NICE inContact
JANUARY 5, 2021
The disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world. The impact varies across all businesses depending on their unique dynamics; however, many contact centers were caught unprepared by the pandemic’s economic fallout and continuously struggled to adapt—with many still struggling to do so.
C3Centricity
JANUARY 4, 2021
Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I’m sure that because you avoided commuting most days, it gave you the chance to read or listen to more articles that interested you, than you have been able to do in previous years.
Steve DiGioia
JANUARY 7, 2021
Each Monday, the landscaping company comes to cut my lawn. They come with 3 men. Sometimes I’m home and get a chance to see them work but many times I’m not – but I do see their great results. I like to call it “ landscaper customer service ”. Whether I’m home or not their service is the same. No branches are left in the flower beds or wet leaves kept hidden under the bushes.
ShepHyken
JANUARY 4, 2021
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. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. (Oracle) An engaging customer experience (CX) was once only nice to have, but during periods of uncertainly, it becomes a must have to provide the advice and solutions your custo
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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.
Inbenta
JANUARY 6, 2021
Companies are always making careless faux pas. Perhaps the interview took place on a cloud phone system and the interviewer left an applicant waiting for 30 minutes. Or maybe an applicant just never heard back from a firm at all. Something that becomes even more frustrating if you spent two hours filling out an application form. Not to mention the time spent answering questions like, “what do you think is the best ERP for retail ?”.
Comm100
JANUARY 5, 2021
Live chat connects website visitors to agents in real-time so customers can receive fast and efficient support. But while its popularity and effectiveness have soared in recent years, some worry about the security of live chat. This is understandable. After all, customers often share personal and sensitive information with agents, and it’s critical that none of it falls into the wrong hands.
ShepHyken
JANUARY 8, 2021
This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.
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.
The DiJulius Group
JANUARY 6, 2021
The Most Remarkable Customer Service Story I have ever Heard When is the best time to invest in your customer experience? 18 months ago. When is the second-best time?—NOW! Now is the time to make your organization’s customer experience your single biggest competitive advantage. You and your company are either an expense that. Read Full Article. The post How to Create an Emotional Connection in a Digital World / The Most Remarkable Customer Service Story I have ever Heard appeared first on The D
Gainsight
JANUARY 4, 2021
As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Bookmark this list and get through it bit by bit. It may seem daunting at first, but small daily rituals can lead to big results.
Myra Golden
JANUARY 5, 2021
Continue the training with me? Join me at De-escalation Academy. This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps.
MyCustomer
JANUARY 4, 2021
Engagement 5 brands crossing industry lines to transform CX.
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.
TechSee
JANUARY 5, 2021
2021. A new year. A new era in the COVID-19 pandemic. As the widespread vaccine rollout gets underway, businesses are grappling with many questions. While vaccine rollout policies are being handled by governments and will later be addressed by legal and HR, service leaders must wade through the uncertainty and consider the implications of the vaccine on their business.
Wootric CX Blog
JANUARY 6, 2021
As we begin this new year, we want to share some great news. . Today we’re excited to announce that Wootric is joining InMoment, a market leader in customer and employee experience. InMoment serves many of the largest, most sophisticated global organizations from Starbucks to Ford to VMWare. . This next step in our evolution means great things for our customers and other businesses seeking a modern approach to CX improvement. .
ClientSuccess
JANUARY 4, 2021
A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages.
Eptica
JANUARY 5, 2021
Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. Published on: January 05, 2021. Author: Pauline Ashenden - Demand Generation Manager As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. We’ve chosen 8 of the top articles from our own and our parent company Enghouse Interactive’s blog to illustrate the trends and opportunities that 2
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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.
ChurnZero
JANUARY 8, 2021
Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. As one of the fastest-growing jobs in the world in 2020, the growth potential for this in-demand function has soared even higher with customer retention becoming the life preserver that crisis-stricken businesses have clung to during the upheaval.
Centercode
JANUARY 8, 2021
We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. The rapid-fire changes of 2020 didn’t change that — in fact, it brought those qualities into sharper relief. It highlighted both the reliability of technology and its shortcomings. 2021 will be shaped by companies that have the best understanding of these nuances and the vision to act on them.
PK
JANUARY 6, 2021
One way to achieve true innovation within the enterprise: empowering citizen developers to easily develop applications without relying on the traditional development model. This ability is not only possible but […]. The post Innovation interviews: On low-code/no-code appeared first on PK.
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