Bill Quiseng
APRIL 25, 2021
When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. We got everyone involved at all levels of the organizations, followed local, state, and federal guidelines which changed week-to-week, and innovated, looking at every possible solution to keep us safe.
Experience Investigators by 360Connext
APRIL 27, 2021
How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from SurveyMonkey, 89% of C-level executives say they are “extremely invested” in CX, but we know that 89% of budgets don’t reflect that commitment.
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GetFeedback
APRIL 25, 2021
Learn why CX design is a critical component of creating great customer experiences and why you need a CX strategy.
ECXO
APRIL 28, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Tabitha Dunn guest speaker for ECXO announced. You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Taking Your CX Programme to the next level of Maturity Register in advance for this webinar.
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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.
BlueOcean
APRIL 30, 2021
A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. We also, as an industry, have exponentially more data and insight about consumer behaviors around these channels. When we wrote that article, we could not have ever predicted a global pandemic and the resulting change in consumer behaviors that pushed omnichannel into the spotlight.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Omnicus
APRIL 27, 2021
Poor customer service is a terrible business. In the United States alone, companies lose nearly $ 75 billion in revenue due to poor customer service. The reasons can be many. Poor (self) insight can be an essential factor. It must be said when 80% of companies think they provide superior customer service, while only 8% of customers believe the same.
ECXO
APRIL 28, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Customer Success – Sowing the Seeds for Mutual Growth. While the role of customer success is not new, it has rapidly become mainstream as companies now recognize its contribution to business growth. According to Jason Lemkin, “Customer success is where 90% of the revenue is”.
ShepHyken
APRIL 28, 2021
This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. He bought a new car. About a month later he’s in a parking lot and the car won’t start. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. – maybe even the world.
NICE inContact
APRIL 25, 2021
Answering routine questions, assisting contact center agents to handle calls, creating support tickets, checking statuses—conversational AI technologies have transformed all of these contact center tasks. And by doing so, this advanced call center technology has undoubtedly enabled enterprises to create a range of differentiated user experiences and increase productivity in specific workflows.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.
Omnicus
APRIL 27, 2021
Poor customer service is bad business. In the United States alone, companies lose nearly $ 700 billion in revenue due to poor customer service. The reasons can be many. Poor (self) insight can be an essential factor. It must be said when 80% of companies think they provide superior customer service, while only 8% of customers believe the same. One way companies have tried to solve poor customer service has been to introduce a chatbot.
Comm100
APRIL 28, 2021
As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your team is performing is the key to delivering great customer service. By measuring the success of your live chat customer support team, you can understand where you need to improve to deliver a more positive customer experience.
Alida
APRIL 30, 2021
We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late! We have a series of unforgettable sessions and masterclasses lined up that will provide the tools and knowledge needed to champion CX transformation in your organization.
Calabrio
APRIL 28, 2021
There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we? . On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling. We were planning for a cloud-first infrastructure that would enable fast scalability , greater innovation and cost optimization.
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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.
ShepHyken
APRIL 27, 2021
Diversity and Inclusion Within the CX Featuring Stacy Sherman. How diversity and inclusion impact the customer experience and what practices to adopt. Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. They discuss Diversity and Inclusion and how it links to the Customer Experience.
Comm100
APRIL 30, 2021
Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of most of our daily lives. There are 2.7 billion monthly active users on Facebook and over 1.2 billion on WeChat. Instagram has over one billion, and Twitter has 330 million. But while it’s crucial to offer customer service on your social media platforms, venturing into this space can be a minefield.
Alida
APRIL 27, 2021
The excitement in the air is palpable. It feels a bit like a marathon where you know you still have miles and miles to go, but you have a tailwind and you’re drafting behind some strong runners. But the thing is, a marathon has a finish line at exactly 26.2 miles from the start. Delivering value to our customers isn’t finite. We don’t have a finish line.
Bob Hayes
APRIL 29, 2021
I recently reached out to data professionals on LinkedIn to ask a series of questions about their work. Results from one of those polls revealed that data professionals are generally dissatisfied with their company’s use of analytics in helping it gain a competitive advantage; nearly 6 in 10 data professionals said they were dissatisfied with their company’s use of analytics (22% extremely dissatisfied).
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
ShepHyken
APRIL 30, 2021
Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. The changing conditions in 2020 redefined how we lived and worked. As businesses struggled with frequent disruptions, customer service teams grappled with increasing call volumes from distressed customers, establishing the importance of empathic customer servi
Help Scout
APRIL 29, 2021
Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to
Alida
APRIL 26, 2021
PodPlays® is a family-friendly audio drama podcast with a mission to discover Nashville’s next country hits. In order to provide the best content for listeners and their families, PodPlays needed to know who their listeners were, and what content would keep them coming back for more. Providing the best listening experience was only possible by tapping into their listeners and uncovering what types of content make them crank up the music, gather the whole family, and tell all their friends about
PeopleMetrics
APRIL 30, 2021
What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. In this session, we reveal 5 CX secrets behind the world's best brands and provide real-world examples of how these beloved companies attract, retain and delight loyal customers by taking extra care behind-the-scenes to deliver exceptional customer expe
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
ShepHyken
APRIL 26, 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. 9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. (CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders.
TechSee
APRIL 26, 2021
The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are at peak levels. A January 2021 survey found that 65% of U.S. consumers required technician assistance during the COVID-19 pandemic but are still uncomfortable allowing technicians into their homes to repair things like electronics o
Help Scout
APRIL 27, 2021
Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning. It’s not just about a single action but the accumulation of activities over time.
Heart of the Customer
APRIL 30, 2021
After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business. Some companies start with their survey scores, […]. The post Six Ways to Show B2B CX Value appeared first on Heart of the Customer.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Storyminers
APRIL 24, 2021
The post Listening to Your Customers’ Unmet Needs appeared first on Storyminers.
Zeisler Consulting
APRIL 27, 2021
The world of work out there these days is simply weird. With unemployment clearly and dramatically impacted by the choices made in response to the whole Covid-19 mess, and yet the economy going gangbusters, it’s hard to understand if things are good or bad sometimes. Lots of organizations are looking to hire, and especially in the CX field, what with the renewed interest in Customer Experience and care as a result of the new world in which we find ourselves.
Help Scout
APRIL 27, 2021
For customer service teams, the support queue shapes their work lives, shifting from a trickle of questions to a raging torrent of customer confusion throughout the various seasons of a business. Understanding and managing the power of the queue is critical to a sustainable customer service organization. The art of the support queue. You might well ask, “Why do we need a whole article about dealing with a list of questions?
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