Fox Metrics
APRIL 28, 2019
Improving customer experience and ultimately getting customers satisfied has been the game changer in today’s business world. It’s not enough to have a Wall Street shaking product or service, getting to understand customers’ behaviors with respect to products and services can make a huge difference in your overall business growth and progress.
MyCustomer
MAY 2, 2019
Loyalty. Why are so few CMOs investing in CX?
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Hello Customer
APRIL 30, 2019
Personalisation is a great way to create amazing customer experience. Most companies realise that they can implement personalisation to increase customer engagement, but they don’t go further than addressing their customers by their names in emails. However, research conducted by Pure360 revealed that only 8% of customers are likely to engage with emails that address them by name.
Strikedeck
APRIL 30, 2019
Shreesha shares the difference between KPIs and metrics and how to handle both so your team wins!
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.
Kerry Bodine
MAY 3, 2019
If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial success.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
APRIL 30, 2019
When customers call support for help, they’re already facing problems. But once the phone rings, in far too many cases, they’re plunged into a real nightmare: seemingly infinite IVR prompts, endless hold times, and - just as they’re at their wits end - a connection to a live agent who’s not equipped or incentivized to help them. All your customer experience efforts are destroyed in the space of a single call!
NICE inContact
MAY 1, 2019
With $1.7 billion in annual revenue, Sitel is the third-largest business process outsourcer (BPO) in the world. The company has 75,000 associates, mostly agents, and provides contact center services to 400+ clients in more than 70 countries and in 45 different languages. Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contact center associates deliver more than 2.5 million custom
Kerry Bodine
APRIL 28, 2019
The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies. In The Princess Bride, the character Vizzini repeatedly exclaims, “Inconceivable!” in response to situations that are, in fact, quite conceivable — but simply contrary to what he hoped would happen, like a foe not falling to his death.
GetFeedback
MAY 2, 2019
Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Comm100
APRIL 30, 2019
With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it – and I can’t blame them. How do you know what a new channel can do for you if you don’t understand it? But even though live chat has now become a mature customer communication channel and a staple for many contact centers around the globe, there are still some common myths floating about that are questionable at best and untrue at their core.
Kayako
APRIL 29, 2019
There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Simple.” He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience.
Kerry Bodine
APRIL 30, 2019
I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.
GetFeedback
MAY 3, 2019
When it comes to interacting with your customers, most of the time you won’t have any face-to-face. Instead, customers rely on customer service individuals, typically in a call center. Which means you have to take the personal out of the interactions, unfortunately, but still convince the customers that you care about them and want to solve their problems.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
CX Journey
MAY 1, 2019
I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping. Here's what happens.
Kerry Bodine
APRIL 28, 2019
The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies. In The Princess Bride, the character Vizzini repeatedly exclaims, “Inconceivable!” in response to situations that are, in fact, quite conceivable — but simply contrary to what he hoped would happen, like a foe not falling to his death.
GetFeedback
MAY 2, 2019
Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Customer Bliss
MAY 2, 2019
It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role.
NICE inContact
APRIL 30, 2019
A lot of contact centres struggle with improving their metrics and customer experience. Sometimes it’s just easier to accept a certain amount of inefficiency or OK C-SAT scores, along with the work-arounds that over time, become familiar and a part of the regular workflow. But this is a direct route to the “perils of the stagnant contact centre.” Contact centres can start out as informal, accidental, unplanned in companies of all sizes.
Kerry Bodine
APRIL 30, 2019
I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.
GetFeedback
MAY 2, 2019
Customer experience (CX) programs mean a lot to businesses. After all, customer attraction and retention is a huge part of a company’s success. Creating the perfect customer service experience to your business can be a little intimidating. In this guide, we are going to break this down into helpful steps. . What is customer experience? Customer experience , or CX, refers to what comes of the ongoing interaction between a customer or client and a company.
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ShepHyken
MAY 1, 2019
I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the produc
NICE inContact
APRIL 29, 2019
Mobile apps received the highest average Net Promoter Score ® at 25 globally, jumping even higher for U.S. consumers at 38 according to the recent NICE inContact CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer.
Kerry Bodine
APRIL 30, 2019
I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.
GetFeedback
MAY 3, 2019
When it comes to interacting with your customers, most of the time you won’t have any face-to-face. Instead, customers rely.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
Beyond Philosophy
APRIL 28, 2019
What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.
NICE inContact
APRIL 30, 2019
Artificial intelligence (AI) has the potential to transform contact centers. It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.
TechSee
APRIL 30, 2019
How can a company achieve a good Customer Effort Score? Well, let’s look at things from the consumer’s perspective. Kevin and Beth are planning their honeymoon to Hawaii and need to choose a travel insurance provider. They call Company A and wait on hold for seven minutes before speaking with a customer service representative. They explain the reason for their call and are transferred to the appropriate department (on hold for another four minutes).
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