Experience Investigators by 360Connext

MARCH 3, 2020

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact. CX teams spend months on a journey map only to have a beautiful poster on the wall that only tells part of the story. Some will conclude journey mapping doesn’t work because they witnessed how a lot of hard work resulted in a well-designed artifact which hasn’t served much

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Customer Journeys Innovation Touchpoint Customers 250

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows.

Customer Service 126

Customer Service Hotels Tips Conference 126

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. Afterall, an “obsessive compulsive focus on the customer” is the number-one thing Amazon’s Jeff Bezos attributes to the company’s monstrous success and near trillion-dollar valuation. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Customer Journeys Culture Study 69

Talkdesk

MARCH 3, 2020

As business leaders, it’s our job to take care of our employees and our customers. We may not be able to control most natural disasters and emergencies, but we can control how we support employees and customers during these times. A recent article in Harvard Business Review, “ What’s Your Company’s Emergency Remote-Work Plan? ”, highlights the importance of business flexibility in times of crisis, noting the increase in remote working, establishing communications protocols and identifying

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Contact Center Customers Technology Communication 98

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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.

Report

GetFeedback

MARCH 5, 2020

In this article, we talk about using customer feedback as a guide to creating a great customer experience. .

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Feedback Customers Customer Experience 195

Heart of the Customer

MARCH 5, 2020

I remember the joy of getting a new Lego set as a kid, and I see the same joy in my kids now, when they do. It’s hard to contain the temptation to rip the box open, dump the pieces out, and start building. Inevitably, I’d end up with something that kinda sorta looked like […]. The post Make the Most of Your CX Toys – er, Tools appeared first on Heart of the Customer.

Tools 88

Tools Customers Survey Customer Experience 88

Totango

MARCH 6, 2020

Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. Today’s on-demand, subscription-dominated marketplace requires that enterprises pay closer attention to what their customers want from their products—and there’s no clearer indication than their own words.

Voice of Customer 93

Voice of Customer Feedback Customer Success Social Media 93

CSM Magazine

MARCH 5, 2020

When you are operating a business that involves distributing goods to customers, you need to make sure that you are handling things correctly. Your customers are the people who keep your business running and if their goods get to them in a poor condition, they might not come back. This is a major concern for many businesses. Here, we are going to give you some of our top tips for distributing goods to customers.

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Tips Insurance Policies Comparison 52

NICE inContact

MARCH 2, 2020

Nearly nine in 10 companies have formal, funded initiatives to improve their customer experience (CX). That’s because even a temporary lack of focus on CX could result in a swift dive in customer ratings, leaving the company vulnerable to competitors sweeping in and snatching valuable customers.

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Tools Customer Experience Company Contact Center 156

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.

Data

GetFeedback

MARCH 5, 2020

Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space.

System 368

System Customer Experience Customers 368

InMoment XI

MARCH 3, 2020

Taking Care of Your Customers “Before” Buying a new car or truck is magical. We work in the business so we can forget how special it is to our customers. And at best it only happens every three to five years, often much longer, so it is truly a special event. Servicing this same vehicle is often looked at in a different. View Article.

Automotive 343

Automotive Customers 343

Experience Matters

MARCH 2, 2020

As the Coronavirus situation evolves, organizations are being forced to consider a number of changes that affect every one of their stakeholders—suppliers to employees to customers. It’s critical that leaders not only focus on making the right decisions, but that they also focus on how they implement those decisions. Experience design plays a key role in this area.

Tips 257

Tips Customer Experience Customers 257

C3Centricity

MARCH 2, 2020

I’ve been involved in hundreds of successful project management initiatives over my career. I’ve been the leader, sponsor or team member, which means that each time I had different responsibilities. What they all had in common was the desire to get the project approved quickly and easily, with the right resources of people, time and money. There are many reasons why projects fail and I’ve experienced many of them over my career!

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Roadmap Management Consulting Analysis 177

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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.

Voice of Customer

GetFeedback

MARCH 5, 2020

Interview with April Obersteller, senior manager of global customer experience at YETI, a seller of premier outdoor gear, about her career in the customer experience space.

Customer Experience 259

Customer Experience Management Customers 259

InMoment XI

MARCH 5, 2020

Adapting and Evolving CX Strategies When new regulations shook up the finance industry, banking organisations were faced with a critical choice to adapt or be left behind. Instead of shying away from the challenge, Lloyds Banking Group used the new regulations as an opportunity for innovation and worked to evolve their CX Strategy. Laurent Christoph, LLoyds Banking Group’s Experience.

Banking 195

Banking Groups Innovation Strategy 195

Experience Matters

MARCH 6, 2020

The XM Institute has published new research that examines the current state of employee experience (EX) management programs and the mindsets, skills, and actions required for employee experience (EX) excellence. You can download both of these reports for free: The State of EX Management Programs, 2020. This research – based on a survey of HR leaders at 250 large U.S. firms – looks at the current state of employee experience (EX) management programs and future plans for EX.

Management 211

Management Employee Experience Survey Report 211

Calabrio

MARCH 2, 2020

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. With it, any size company can move faster and be more competitive. These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent between 2019 and 2021—and why CCaaS is a critical part of Calabrio’s go-to-market plan.

Contact Center 179

Contact Center Airlines Communication Report 179

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.

Trends

GetFeedback

MARCH 1, 2020

In this article, we will explore how AI can improve the customer experience, increase the revenue for your retail company, and why your business needs an app.

Retail 221

Retail Customers Customer Experience Company 221

NICE inContact

MARCH 6, 2020

In this video, the next in our series on Transforming Customer Experiences, Lauren Comer, Sr. Product Marketing Manager, discusses how you can leverage workforce optimization software to hire, train and engage contact center agents more effectively.

Contact Center 156

Contact Center Engagement Video Software 156

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

Customer Service 188

Customer Service Consulting Wait Times Customers 188

TechSee

MARCH 5, 2020

Every customer service professional knows that running a successful call center is a constant balancing act. Managers will often focus on improving employee productivity to keep customers happy and costs down. However, if they are too successful at increasing productivity, their efforts can easily backfire. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

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.

Connections

GetFeedback

FEBRUARY 29, 2020

If you want to make a real impact on customer loyalty, it starts with measuring Customer Effort Score (CES). Let’s talk about how to do just that.

Effort Score 221

Effort Score Loyalty Measurement Customers 221

NICE inContact

MARCH 4, 2020

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program. Using the analogy of quality management being a never-ending roadtrip, we said that creating quality forms and plans was similar to mapping a roadtrip, and that completing evaluations were like actually driving and embarking on the trip.

Contact Center 156

Contact Center Management Call Center Engagement 156

ShepHyken

MARCH 4, 2020

It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! I want to share some quotes from the book to get you thinking about how to amaze your customers.

Loyalty 167

Loyalty Customer Service Training Customers Training 167

Uniphore

MARCH 5, 2020

By definition, a crisis means there’s no time to plan. Even top teams fail to understand what it takes to plan for disruption. That’s why so many businesses were caught flat-footed during this recent coronavirus outbreak. Read More.

How To 130

How To 130

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

Customer Experience

GetFeedback

MARCH 4, 2020

Vena Solutions helps companies manage their finances by transforming Microsoft Excel into an enterprise-class business and finance solution. Read on to find out how Vena Solutions’ CX strategy evolved to an automated insight engine.

Strategy 195

Strategy Management Company Customers 195

NICE inContact

MARCH 2, 2020

NICE inContact is a champion for diversity and inclusion in technology, and in honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact. Ask employees in the NICE inContact office in Cochabamba, Bolivia what an effective female technology leader looks like, you’re likely to hear Paola’s name come up time and time again.

Technology 156

Technology Management Software Contact Center 156

Beyond Philosophy

FEBRUARY 29, 2020

Research in Harvard Business Review last year suggested that some companies with poor customer service are terrible on purpose to wear out disgruntled customers so they don’t have to fix customer problems. Moreover, the HBR authors suggest that this method makes these organizations more profitable. This episode of The Intuitive Customer explores this idea in more detail.

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Poor Customer Service Consulting Customers Groups 152