ProProfs Chat
MAY 24, 2019
As a business owner, it is important to think beyond elevating your brand amidst the increasing competition. You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. However, it is high time to rise above the concept of establishing your brand name in the market.
NICE inContact
MAY 23, 2019
We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. But the evolution isn’t complete yet, and it probably never will be. This is the nature of life in the digital age. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet.
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ShepHyken
MAY 22, 2019
Imagine this. The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see it in their eyes. You brace yourself. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you.
GetFeedback
MAY 23, 2019
CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . A Voice of the Customer program focuses on gathering and analyzing customer insights so you can identify trends regarding your customers’ needs, wants, and expectations. In essence, VoC gives your customers a voice within your organization. .
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.
Experience Matters
MAY 20, 2019
The time has finally come for me to tell people to stop purchasing Temkin Group research reports. Are we eliminating them? No. Are they irrelevant? No. We’ve just decided to give them away for free on the Qualtrics XM Institute site. That’s right, you can now get access to almost our entire research library for free. One of the reasons we joined Qualtrics was to be able to help more people and organizations.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
C3Centricity
MAY 20, 2019
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.
GetFeedback
MAY 24, 2019
Net Promoter Score (NPS) is one of the most popular metrics being used in business today. And while NPS has many supporters to sing its praises, there seems to be an equal number of critics who have emerged to decry it, citing a number of reasons why it should be abolished. Among this debate, misconceptions have emerged from both sides. In order to truly understand this metric, these common NPS myths should be debunked. .
Customer Bliss
MAY 23, 2019
“The caliber of the team here is remarkable, and I’ve never seen anything like it. So, that was the reason why I decided to join them. Now it’s been a little under two years, and I still feel the same way,” says Aurelia Pollet , the Vice President of Customer Experience at Exemplis. Exemplis is a B2B2C, which makes custom chairs and lounges for offices. .
Experience Investigators by 360Connext
MAY 23, 2019
Recapping SAP CX Live’s Top Themes & Insights. Photo credit: @SAPCX on Instagram. SAP CX Live and SAP SAPPHIRE NOW allowed me and some 30,000 friends to get a sneak peek into the way this global organization and their many partners view the world of the future. Enterprise software giant, SAP, hosted two remarkable, concurrent events in May and I was lucky to be a part of them, thanks to partnerships with SAP Litmos and SAP.
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QuestionPro Audience
MAY 22, 2019
Content Index. Who are B2B panelists. Definition of B2B online panel. Difference between B2B panel and B2B online Panel. Factors to consider while choosing a B2B online panel partner. Characteristics of good B2B online panels. Why do you need QuestionPro’s B2B online panel. Steps to access QuestionPro’s B2B online panels. Uses of B2B online panels in market research.
Alida
MAY 24, 2019
Europe’s landmark privacy regulation, GDPR, celebrates its first anniversary on May 25. Established to give Europeans more control over their personal data, the regulation has had a much more expansive reach due in part to the open nature of the Internet.
Customer Bliss
MAY 22, 2019
In lieu of a regular Daily Dose video, I want to share with you an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Would you roll your mother into a hospital hallway and then leave her there? You know that you wouldn’t.
GetFeedback
MAY 24, 2019
Four Net Promoter Score (NPS) myths debunked once and for all. NPS is a necessary customer experience metric, and this article will prove it.
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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.
QuestionPro Audience
MAY 24, 2019
Content Index. What is a market research panel? 5 benefits of a quality market research panel. Why is a market research panel important? Are there different types of panels? Best practices for market research panel recruitment: Pitfalls of a market research panel. Overcoming pitfalls of a market research panel. Create a market research panel with QuestionPro Audience: Here are a few highlights of QuestionPro Audience: How soon will the market research panel be available?
InMoment XI
MAY 23, 2019
Surveys are a great way for customers to candidly share the story of their experiences. When used correctly, surveys can provide insight on where certain improvements can be made in order to promote retention and loyalty. But what happens when these surveys are hijacked? Just as Batman and Robin must continually update their weapons arsenal. View Article.
TechSee
MAY 21, 2019
It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. Take, for example, a new telco customer and the wide range of emotions they could experience along their personal journey with the company: excitement when unboxing, frustration during installation, annoyance at being transferred between departments, relief at
GetFeedback
MAY 23, 2019
A comparison of CSAT vs. NPS as it relates to your Voice of the Customer (VoC) program.
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.
NICE inContact
MAY 21, 2019
Have you ever visited one of those palatial buffet restaurants with dozens of assorted fresh dishes in self-serve stations, with the crowds and people walking (seemingly) aimlessly with their plates in search of the pasta or the dessert cart? Raise your hand if you appreciate a good buffet — I certainly do! Classic Trap. Like lots of fellow foodies, I sometimes have found myself nearly falling into the classic trap of the buffet: Noshing every single dish — you know, like you’re suddenly on some
InMoment XI
MAY 21, 2019
Shifting Focus to the Customer, Not the Product Many organizations have struggled with moving from product-centric to customer-centric over the years. Some have achieved this transformation, others have not. Of course, this transformation is just the beginning, as improving the customer experience will always be a journey and not a destination. However, for those well.
ShepHyken
MAY 20, 2019
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. The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. (Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together.
Wired and Dangerous
MAY 20, 2019
Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. When it comes to deciding where to shop, 64% of people rate quality of customer experience as more important than price. For today’s wired and dangerous customer any encounter with indifferent service fosters a quick exit to a new provider.
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
MAY 24, 2019
The Massive Importance of Memory in a Customer’s Experience. Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience over another; customers choose the memory of your experience over another. Therefore, we feel it is vital that you ensure your customers have an excellent memory of your Customer Experience.
Uniphore
MAY 20, 2019
There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.
ShepHyken
MAY 21, 2019
Connected Strategy. Predicting Your Customers’ Wants and Needs to Create an Exceptional Customer Experience (CX). Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They discuss their new book, Connected Strategy , and how any company can use the concept to improve their customer experience. The Interview with Nicolaj Sigglekow & Christian Terwiesch: Connected strategy is a concept that allows companies to connect to customers more holistically.
datastax
MAY 21, 2019
Today, we’re announcing DataStax Constellation , our new cloud data platform designed to make hybrid and multi-cloud data management ‘easy and obvious’ in a world where building applications can often be complex and confusing. With Constellation, enterprises will now get the extreme power of our data solutions with push-button simplicity. That power-made-simple will allow our customers to rapidly develop cloud applications with on-prem compatibility, along with smart services for performance mon
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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.
Thematic
MAY 22, 2019
Earlier this month I attended the CXPA conference in Salt Lake City. CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Check them out. The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners. As a first time attendee I was exposed to the challenges that modern CX teams are facing.
Uniphore
MAY 20, 2019
All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations. Read More.
ShepHyken
MAY 24, 2019
This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Be honest – even if you are a customer service professional who relies on surveys for your data, when you see someone on the street asking survey questions, how many times do you cross to the other side?
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