TechSee
JUNE 12, 2018
Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on a user’s view of the real world– is revolutionizing the customer experience. Through new mobile technology, AR has emerged as an innovative tool that allows brands an almost unlimited opportunity to interact three-dimensionally with consumers on their mobile devices.
Customer Bliss
JUNE 13, 2018
If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? Often, my guests will already come prepared with answers to this question, as it’s one they look forward to and find to be quite helpful.
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InMoment XI
JUNE 14, 2018
Editor’s note: This article was originally published on bandt.com. There is a quote by F. Scott Fitzgerald that often comes to mind when I talk to clients about transforming their customer experiences, “The test of a first-rate intelligence is the ability to hold two opposed ideas in mind at the same time and still retain the ability. View Article.
GetFeedback
JUNE 12, 2018
Today’s buyers expect personalized, 1:1 experiences tailored to their wants and needs. They’re inundated by marketing messages through digital ads, social media, and email, so only the most relevant campaigns capture their attention. The rest are at best ignored and at worst blocked. To cut through the noise, marketers need to know more about the people they’re marketing to.
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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.
Kerry Bodine
JUNE 14, 2018
Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. Somewhere along the way, a participant recounts a particularly bad experience, and you feel compelled to explain the behind-the-scenes factors that derailed her experience. “Well, that’s because of a regulation we don’t have control over,” you begin to say.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BlueOcean
JUNE 12, 2018
Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving part is integral to a controlled acceleration towards a seamless transition that results in a positive customer experience. On top of that, the implementation phase – where collaboration is key – is what sets the tone for the duration of your strategic partnership.
InMoment XI
JUNE 14, 2018
Editor’s note: This article was originally published on bandt.com. There is a quote by F. Scott Fitzgerald that often comes to mind when I talk to clients about transforming their customer experiences, “The test of a first-rate intelligence is the ability to hold two opposed ideas in mind at the same time and still retain the ability. View Article.
Comm100
JUNE 13, 2018
Introduction. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”. For retailers, this old saying rings tried-and-true. After all, it’s never too early to get ready for the shopping season. Holiday sales can represent anywhere between 20 and 30 percent of annual sales for retail businesses. While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 1
Experience Matters
JUNE 11, 2018
We’ve put together this short video to explain Temkin Group’s CX Competency & Maturity Model. It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.
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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
JUNE 15, 2018
In many companies, the user experience (UX) team is often seen as the people responsible for the aesthetics of a software, website or platform. But companies that are more customer centric have a different view of UX. In these organizations, UX design is seen as an integral part of the overall customer experience. Audible is one of those companies. As Marcus Lofthouse, senior director of user experience at Audible, recently told us in a Q&A, the company sees UX design as a strategic priority
Experience Investigators by 360Connext
JUNE 13, 2018
Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint each other by saying what we think or by not speaking up when we should. It’s tricky, this human experience of ours.
QuestionPro Audience
JUNE 15, 2018
Father’s Day falls on June 17th this year, and it looks like dads—and retailers—across the U.S. will be pretty happy with their kids. According to a study by the National Retail Federation, the expected spend for Father’s Day is $15.3 billion, or an average of $133 per person, second only to 2017’s Father’s Day spend of $15.5 billion, which was the highest in the 15-year history of the survey.
Experience Matters
JUNE 13, 2018
Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings. To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries.
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.
Centriam Customer Experience Lab
JUNE 13, 2018
We founded Centriam with a simple vision: help companies get more value out of data to become more customer centric. I strongly believe that organizations who put effort into understanding customer behavior and act on those insights will have a tremendous competitive advantage over the long run. So our goal has always been to develop tools and solutions that drive a customer-centric culture and enable companies to build deeper customer relationships to improve customer experience.
GetFeedback
JUNE 12, 2018
GetFeedback for Pardot arms marketers with prospect feedback throughout the buyer journey, so they can learn from their audiences every step of the way.
InMoment XI
JUNE 12, 2018
Business transformation in a digital world is a driving force in how businesses are looking to reshape their organizations. Insights from customers provide critical insights to how companies adjust and drive strategic priorities. Executives Worry About Risk Protiviti and North Carolina State University’s Enterprise Risk Management (ERM) Initiative conducted a recent survey* of directors and.
CX Journey
JUNE 13, 2018
Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show. I enjoyed my conversation with Dan. We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap.
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.
Beyond Philosophy
JUNE 15, 2018
Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. This was a great topic of discussion in our recent podcast. So, What is Mental Accounting?
NICE inContact
JUNE 13, 2018
Who hasn’t been thrilled to receive a beautiful bouquet of fresh flowers on a special occasion? A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of that process, connecting customers to more than 33,000 member and affiliated florists all over the world. In short, florists depend on Teleflora to get it right. Jeff Griffith, Director of TelCo and IT Services, describes it this way: “If the florists succeed, Teleflora succeeds.
InMoment XI
JUNE 12, 2018
Business transformation in a digital world is a driving force in how businesses are looking to reshape their organizations. Insights from customers provide critical insights to how companies adjust and drive strategic priorities. Executives Worry About Risk Protiviti and North Carolina State University’s Enterprise Risk Management (ERM) Initiative conducted a recent survey* of directors and.
Customer Bliss
JUNE 13, 2018
When we are validated, and even the slightest concession is made to accommodate us as customers, it makes a difference. And that difference adds up in how we stack up the companies we will go back to and talk about. This is not a plea to throw company profits out the door by loosening every rule willy-nilly. It’s about preparing employees. It is about trust for your front line, proven to lead to business growth.
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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.
Comm100
JUNE 13, 2018
Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. In each post, I will be providing a brief recap and review of articles that I came across in the previous month and recommend to anyone with an interest in staying up-to-date in CX thinking and best practices.
NICE inContact
JUNE 12, 2018
Last August, Hurricane Harvey busted the US record for rainfall from a single storm, dumping 27 trillion gallons of rain over Texas. With 33 counties declared a federal disaster, millions of people were affected by the flooding. A large contact center was needed to handle critical incoming phone and email inquiries from so many people, and it had to be set up immediately, in days not weeks or months.
Vonage
JUNE 15, 2018
Despite the growth of live chat and other text-based customer service channels, communicating by phone is often still faster and more effective than typing messages. When things get complex or emotional, click-to-call technology makes it easier than ever for people to reach out to a business via phone. For this reason, BIA/Kelsey, a leading strategic advisory firm, predicts mobile calls to businesses will exceed 169 billion per year by 2020. .
IntouchInsight
JUNE 14, 2018
Learn how to go from listening to acting on your customer experience data with this four stage approach.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Kristina Evey
JUNE 13, 2018
Shownotes … In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. The Culture definition describes the environment created to achieve that mission and vision. . This will be something that your staff will FEEL… not have to be shown a mission statement. . Understand that your staff will have to FEEL, EXPERIENCE, and BELIEVE this culture for them to accurately execute the desired experience to your customers. culture definition.
Customer Guru
JUNE 12, 2018
A startup, a new emerging business model aiming to reach great heights in the marketplace with respect to any particular product or service, needs to create and retain customers. For any startup to succeed, what matters most is loyal customers. A loyal customer is one who enjoys the relationship with the company and loves its products and services. He not only uses the products himself but also recommends them to his family and friends.
Michelli Experience
JUNE 13, 2018
As best I can remember I first met Howard Schultz in 2005 during work with Starbucks that led to the publication of my first of two books about the company, The Starbucks Experience. I was on one of the many maze-like floors at Starbucks world headquarters in Seattle (formerly the Sears fulfillment center back in the days when the Sears catalog was a centerpiece for retail shopping).
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