Survicate
MAY 30, 2019
In the era of fast connectivity and one-click services, consumers have high expectations and low patience. Today, you cannot simply compete based on the price and quality of your product or service. The post Why Real-Time Customer Feedback Is the Future of Engagement appeared first on Survicate.
SMG CX
MAY 28, 2019
Employee engagement and the customer experience aren’t mutually exclusive. That’s why it’s so important to measure feedback from both and combine that data for holistic insights on your entire service culture.
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Qualtrics
MAY 30, 2019
Improving your customer experience (CX) could have a major impact on your bottom line. In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the Temkin Group. This is not a number to balk at as consumers switch brands every day because of poor customer experiences.
Experience Matters
MAY 29, 2019
Okay, it’s that time again. Every few years someone ignites the debate about whether Net Promoter Score® (NPS®) is a great or terrible thing. A recent article in the WSJ (The Dubious Management Fad Sweeping Corporate America) has sparked the discussion this time. Rather than write something entirely new, I decided to share something I wrote in 2015 that addresses the issue.
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.
Calabrio
MAY 28, 2019
At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM).
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BlueOcean
MAY 29, 2019
Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your team to eliminate the deal-breakers and discern the winner. Finally, you’re down to two choices – both options have versatile capabilities and impressive metrics.
Steve DiGioia
MAY 27, 2019
Be prepared; that’s their motto. Be prepared with a rope when you’re hiking, or with a first aid kit and canteen when out in the woods. That’s the stuff they taught us when I was a scout many years ago. But their motto really stands for “always in a state of readiness in mind and body to do your DUTY” We customer service leaders can learn from their motto because there are at least 33 ways the Boy Scouts can improve your customer service.
Beyond Philosophy
MAY 31, 2019
I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience.
Customer Bliss
MAY 28, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
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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.
InMoment XI
MAY 29, 2019
This article was first published as a Maritz Research White Paper. You can view the original paper here. Boost Your Company’s Online Presence by Building Customer Trust There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to.
CX Journey
MAY 29, 2019
This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.
CX Accelerator
MAY 28, 2019
There is no place in the world I’d rather work than in Customer Service. That being said.it’s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. On a bad day, we are just trying to survive!
ShepHyken
MAY 28, 2019
Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience. The Interview with Roger Dooley: Friction is “any unnecessary expenditure of effort to accomplish a task.
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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.
Beyond Philosophy
MAY 31, 2019
Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right? The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives.
Joe Rawlinson
MAY 29, 2019
E-commerce is the fastest growing retail channel and is expected to become surpass grocery retail by 2022. Shopping habits have changed drastically over the past decade, and today, people are comfortable buying almost anything online because of just how convenient, affordable, and safe it has become. But while there are certainly plenty of opportunities for those that want to start an e-commerce business, success isn’t a given.
ShepHyken
MAY 31, 2019
This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome.
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.
Beyond Philosophy
MAY 31, 2019
Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology?
Heart of the Customer
MAY 31, 2019
I was recently in a call, and an executive new to her company’s journey mapping initiative asked, “Exactly what does this $150k I’m spending on a journey map buy us?” Luckily, our client had a ready answer, but that’s not always the case. CCW put together this nice overview of the ways journey mapping helps […]. The post What Does Journey Mapping Do for You?
ShepHyken
MAY 29, 2019
The sun always rises tomorrow! The other day my friend and one of our avid Shepard Letter readers, Doug Schukar, shared this quote he heard over and over from his father growing up. I knew Doug’s father, the late and great Buzzie Schukar, a larger-than-life man who loved life and always had good advice. “The sun always rises tomorrow” is exactly the kind of advice Buzzie would espouse to his son – and his friends.
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.
Oracle
MAY 28, 2019
Automation is a popular buzzword of the mid 2000s that’s since become a common goal for many digitally present businesses. So, it’s no surprise that marketers have jumped on this trend in hopes of building their own intelligent, responsive campaigns that can keep their brands vibrant with less constant support. As predicted by Forrester and reported by MarTechToday , marketers have already spent more than $11 billion on automation solutions, and are projected to more than double that
Alliance by IFS
MAY 28, 2019
The Right Field Service Management Solution Yields Long-Term, Recurring ROI. As the field service industry becomes more competitive, field service organizations (FSOs) like yours must create profitable revenue growth. To achieve it, you have to boost customer retention , attract new customers, and/or offer new products and services. Traditionally, supporting this type of growth meant hiring more staff and buying more equipment, driving up overhead expenses.
UJET
MAY 29, 2019
When was the last time you were happy with customer service? You visit the company website and search the “Contact Us” page which offers little to no actual helpful information. You find a phone number and call, only to sit through countless automated options attempting to identify your problem.
ShepHyken
MAY 27, 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. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. (Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer lo
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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.
Oracle
MAY 29, 2019
Consider this customer experience scenario: It all started when I called for a take-out dinner order, and the hostess told me she was too busy to ask the kitchen if there was an ingredient I was allergic to in the meal I wanted to order. I should’ve stopped the transaction there, but because I was in a rush, I ordered meals for my family, figuring I’d grab myself a bowl of cereal at home, and went to pick up their food.
Alliance by IFS
MAY 28, 2019
Discover Three Ways a WFM Solution Can Help Make Your Business a Leader. What sets the field service industry’s best-in-class companies apart from the rest? A recent Aberdeen study found best-in-class organizations report: 55% greater customer retention. 16x year-over-year (YoY) revenue growth. 2x greater improvement in YoY first-time fix rate. How do these businesses get such impressive results—and how can yours do the same?
kommunicate
MAY 29, 2019
There are numerous posts about developing a chatbot using Dialogflow. But creating chatbot isn’t enough. Connecting Dialogflow to the web interface is even more interesting and challenging. With Angular being a popular and emerging platform, here is our guide to integrate Dialogflow chatbot with Angular JS. In our quest to simplify chatbot integration with different [.].
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