Uplight
APRIL 6, 2020
As the COVID-19 pandemic continues to spread, it has become clear that we are not living in an environment of business as usual. So much of what we took for granted has shifted or been challenged. Customers who generally spend only a few minutes a year thinking about their energy bill are starting to look Read More. The post Principles of Utility Customer Communication During COVID-19 appeared first on Uplight.
Beyond Philosophy
APRIL 9, 2020
Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Ph.D. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Matters
APRIL 8, 2020
The Qualtrics XM Institute is launching a monthly newsletter, The XM Journal. Make sure to subscribe for access to leading-edge Experience Management content. The post Announcing The XM Journal appeared first on Experience Matters.
Advertisement
Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
ijgolding
APRIL 9, 2020
For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey. I have met thousands of committed and dedicated professionals who are passionate about doing what is right for people – customers and employees.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
APRIL 10, 2020
In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today, I love this idea and this ability that organizations are finding a way to repurpose—almost on a dime.
Calabrio
APRIL 9, 2020
COVID-19 is impacting all dimensions of the workplace, from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare. With most companies in or moving toward a work-from-home model, a cloud-enabled remote workforce is the new imperative.
Kerry Bodine
APRIL 9, 2020
The coronavirus pandemic has ushered in a new way of life for people around the world. And, no big shocker here: Our collective behavior is impacting businesses large and small. With data starting to trickle out about what people are actually doing during the time of COVID-19, I thought it would be helpful to consolidate this information so that businesses can make informed decisions about how to move forward.
Experience Matters
APRIL 6, 2020
XM Institute is launching the XM Professionals Network Online Forum, (XMPN Online). The goal is to help XM professionals around the world connect with each other, learn from each other, and tap into the latest thinking from the XM Institute. The post Introducing the XM Professionals Network Online Forum appeared first on Experience Matters.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Customer Bliss
APRIL 9, 2020
In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. This Daily Dose of OPTIMISM! is brought to you by the choral concert of the Chino Valley Unified School District.
NICE inContact
APRIL 8, 2020
COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all.
Experience Investigators by 360Connext
APRIL 7, 2020
It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic. “Their people just get it!
C3Centricity
APRIL 4, 2020
We need to better understand shoppers. Why? Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK just upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Customer Bliss
APRIL 6, 2020
In each episode of the Daily Dose of OPTIMISM, I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today, I want to talk about the grocery store chain H-E-B , which is showing their humanity in a very special way.
NICE inContact
APRIL 5, 2020
With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it. For contact centers, it’s an ideal opportunity to rise to the challenge.
Storyminers
APRIL 6, 2020
A few months ago, no company or business would have thought to prepare for a pandemic. However, everyone is currently experiencing an unprecedented situation, which has forced us to stand back, breathe and think. Even though companies are usually taking a step back in times of crisis (for example, during the global economic recession of 2007-2009), this case is totally different.
Experience Matters
APRIL 7, 2020
The way we live has changed due to COVID-19. As a result, organizations face the dual challenge of meeting dramatically different customer, employee, and partner needs while operating in a new economic environment. The discipline of Experience Management (XM) can help successfully navigate through this time because it enables organizations to continuously learn, propagate insights, and rapidly adapt to meet new and evolving needs.
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
eglobalis
APRIL 8, 2020
The number of companies willing to help us humans during the COVID-19 crisis is truly amazing. Medtronic is an amazing exception by going the extra mile, in their customer experience. The post Medtronic Puts Humans FIRST in Heroic COVID-19 Response appeared first on Eglobalis.
NICE inContact
APRIL 8, 2020
COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all.
Comm100
APRIL 7, 2020
Coronavirus has entirely changed the notion of working from home. Almost overnight, millions of people have been asked or ordered to leave the office and work remotely to help contain the spread of the virus, while trying to continue operations ‘as normal’. Many industries and companies find themselves in one of three camps: it’s had a negative impact on them, they are fortunate that their service or product is less affected by these circumstances, or they are benefiting from it.
Experience Matters
APRIL 8, 2020
In times of organizational crisis and change, the company looks to their HR leaders for guidance and reassurance. This is especially the case, now, given the disruptions associated with COVID-19 and the related economic crisis. So how can HR and employee experience (EX) leaders help their organizations appropriately manage employees’ experiences during these trying times?
Advertisement
The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
TechSee
APRIL 7, 2020
As the impact of the COVID-19 pandemic intensifies in a growing list of countries, leading enterprises are seeking out solutions that enable them to protect key personnel and customers while maintaining service delivery. To address the unprecedented fallout of the coronavirus, business continuity planning increasingly involves a reliance on remote support technologies that allow employees to work from home and reduce the technician dispatches that could put essential workers at risk.
NICE inContact
APRIL 6, 2020
With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it. For contact centers, it’s an ideal opportunity to rise to the challenge.
Comm100
APRIL 6, 2020
There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring to what people are calling ‘omnichannel’. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service.
Wired and Dangerous
APRIL 6, 2020
We are in the midst of a terrible pandemic with far ranging impacts. People are dying from this horrible virus, businesses are closing all around us and families are losing everything. It is a tough time and from everything we hear this will continue for a while. Our heartfelt thanks go out to all of the brave first responders and the medical community who are working so hard to save lives in a dangerous environment.
Advertisement
Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Heart of the Customer
APRIL 9, 2020
Here’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX). Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. For whatever reason, the executive saw the light, and wanted a CX program […]. The post Three Ways to Show Business Impact for Your CX Program appeared first on Heart of the Customer.
ReviewTrackers
APRIL 8, 2020
Social Media Marketing for Restaurants. More consumers than ever are discovering great restaurants through social media. It therefore makes sense that a growing number of restaurants are integrating social media into their restaurant marketing strategy. According to Cornell University , approximately 75 percent of independent restaurateurs use social media to attract diners, and as much as 59 percent of chain restaurants and franchise brands do the same.
PeopleMetrics
APRIL 8, 2020
Today PeopleMetrics announced survey results of 1008 full-time employees across the United States on how their employer is handling the COVID-19 pandemic. PeopleMetrics' new study found that 55% of American workers are unhappy with their employer's response to the COVID-19 pandemic. S tudy highlights include: Less than half (45%) of employees are satisfied with their employer’s response to COVID-19.
Expert insights. Personalized for you.
84 
Let's personalize your content