Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. IT and business leaders rate Artificial Intelligence (AI) as the No. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Survicate

APRIL 10, 2019

We all remember those massive notebooks where guests and customers would leave their impressions and comments based on their experience when they’d visit a store or stay in a hotel. They were seen almost exclusively by the staff of the store/hotel in question, or by other visitors at best, when they took a moment to compare what others have experienced in the very same place.

Social Media 40

Social Media Customer Experience Hotels Effort Score 40

VDS

APRIL 8, 2019

Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line. When considering a company’s assets and liabilities, customers should be viewed as the greatest ‘asset’, and diligent work and time should be dedicated to making sure losing customers doesn’t hold much weight on the liability side of the balance sheet.

Omni-Channel 40

Omni-Channel Customer Retention Customers Advertising 40

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies. Your NPS score is based on customers responding to one question: “How likely are you to recommend us to a friend or colleague?”.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247

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.

ROI

Kristina Evey

APRIL 10, 2019

Customer Experience is based on customer feedback and engagement. With the presence of review sites such as Yelp, TripAdvisor, and … Read More To Respond or Not Respond to Customer Feedback – That is the CX Question. The post To Respond or Not Respond to Customer Feedback – That is the CX Question appeared first on Kristina Evey.

Feedback 288

Feedback Customers Engagement Customer Experience 288

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

GetFeedback

APRIL 11, 2019

While you can’t reach out to each customer individually, it’s nice when you can get as close as possible. The problem is that it’s challenging. You want to provide great customer experiences to every possible customer group, but that’s difficult to do, even with a relatively small organization. Customer segmentation is the solution you need. Defining customer segments.

How To 239

How To Advertising Groups Social Media 239

NICE inContact

APRIL 11, 2019

Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited.

Customer Expectations 151

Customer Expectations Tips Self Service Management 151

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

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.

Marketing

InMoment XI

APRIL 9, 2019

Identifying the Problems Your Customers Encounter, Is Only Half the Battle Knowing how to resolve them, however, is what really matters. Many companies, while committed to improving the customer experience, are not where they want to be with their Voice of the Customer (VoC) initiative. In particular, the frontline managers and employees who directly shape.

Engagement 150

Engagement Customer Experience Management Company 150

GetFeedback

APRIL 8, 2019

Buyer personas are often created on instinct instead of data. And let’s be honest, that doesn’t improve the customer experience. In some cases, buyer personas limit you to targeting one or two types of people, ignoring the different stages of the buyer cycle entirely. In fact, 60-70% of B2B marketers admit they don’t understand their buyers, which is exactly what buyer personas are designed to do.

Customer Journeys 207

Customer Journeys Analytics B2B Social Media 207

NICE inContact

APRIL 8, 2019

Greeting customers. Aaaaah, that crucial first impression and what to do with it. Before we get started with the how, what, and why, let’s take a step back… Ask yourself, what is your sole purpose in your contact center? To make your customer happy? To drive revenue? The answer to this question should be a cornerstone to drive home the importance of the customers experience from the moment they connect with your company – over any channel!

Call Center Experience 150

Call Center Experience Call Center Tips Contact Center 150

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. I started to reflect on what was said and then began jotting down a list that grew much longer than I thought it would!

Survey 146

Survey Metrics Feedback Social Media 146

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

Retail

Wired and Dangerous

APRIL 9, 2019

New Voice Media recently reported that poor customer service loses American companies over $62 billion annually. 33% of Americans say it only takes a single instance of poor customer service for them to consider switching companies reports American Express! Made smarter by the internet, customers are empowered and emboldened to accept nothing short of value.

Poor Customer Service 132

Poor Customer Service Customers Report Customer Service 132

GetFeedback

APRIL 8, 2019

Try these deep audience research methods to uncover who your audience truly is and what they want. Only then can you give users the experiences they crave.

195

195

NICE inContact

APRIL 9, 2019

“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

Contact Center 139

Contact Center Call Recording Policies Software 139

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. Irrationality and data don’t mix. However, there are ways that people’s irrational behavior reveals a rational pattern in the data. Let’s take a look at actionable insights about people’s irrational behavior as customers and the importance of the human touch in a digital transformation.

Self Service 126

Self Service Hospitality Survey Training 126

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.

Employee Experience

ShepHyken

APRIL 10, 2019

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this. So, we’ll just refer to him as Bob. As part of his onboarding process, Bob was put through customer service training.

Leadership 126

Leadership Culture Customer Service Training Training 126

GetFeedback

APRIL 11, 2019

While you can’t reach out to each customer individually, it’s nice when you can get as close as possible. The.

How To 150

How To Customers 150

NICE inContact

APRIL 12, 2019

Unisys’ managed service desk, InteliServe , has transformed the traditional service desk into an intelligent, user-centric experience aligned with the needs of the modern digital worker. More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience.

Omni-Channel 27

Omni-Channel Contact Center Innovation Tools 27

Kristina Evey

APRIL 9, 2019

Shownotes… Transformational Leadership for Customer Experience Success Truly understanding and embracing the CX and EX is essential for long-lasting business … Read More Episode 46 – Transformational Customer Experience Leadership. The post Episode 46 – Transformational Customer Experience Leadership appeared first on Kristina Evey.

Leadership 120

Leadership Customer Experience Customers 120

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ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Macy’s planned to hire 80,000 seasonal workers, while Target promised roughly 120,000 seasonal jobs. Many of these employees were tasked with challenging customer-facing positions.

Customer Service 114

Customer Service Tourism How To Retail 114

GetFeedback

APRIL 8, 2019

Try these deep audience research methods to uncover who your audience truly is and what they want. Only then can you give users the experiences they crave.

150

150

NICE inContact

APRIL 10, 2019

As a fast-growing, technology-driven health insurance company with 250,000 members, Oscar Health saw that its manual scheduling and forecasting process was having an unhealthy effect on productivity and customer service. So the company turned to NICE inContact for the solution: CXone Workforce Management Enterprise. Oscar Health’s 250 agents handle more than 615,000 interactions annually, mostly inbound calls from members looking for assistance with claims, benefits and the mobile app.

Abandon Rate 139

Abandon Rate Management Insurance Wait Times 139

Beyond Philosophy

APRIL 12, 2019

People like choices. They just don’t like choosing, at least not when there are too many options. However, if you give people the option of shopping where there are only two options or where there is a wide selection, people will nearly always choose to shop where there are many choices. Then, when they get there, they can’t make a decision and feel frustrated and disappointed about it.

Consulting 112

Consulting Loyalty Customer Experience Sales 112

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.

Sales

Oracle

APRIL 8, 2019

This past month at Oracle’s Modern Customer Experience conference , CX leaders from 37 countries gathered in Las Vegas for three days of customer experience insights, trends, and technologies. The event featured 300+ educational sessions and 400+ speakers, including a keynote session with Oracle CEO Mark Hurd. Oracle CEO Mark Hurd has regularly spoken at Oracle Modern Customer Experience, with past keynotes available on his official YouTube channel.

Sales 107

Sales Customer Experience Conference Training 107

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience.

NPS 150

NPS Brands Customer Experience Customers 150

NICE inContact

APRIL 11, 2019

PBX is an acronym for “private branch exchange”. It’s basically a way to connect phones in a business to the external public switched telephone network (PSTN) using plain old phone telephone service (POTS) lines. Originally, this was done using dedicated hardware installed within a business’ office, usually in something called the “phone closet”. Since it was located on the business’ site, this was referred to as customer premises equipment, or CPE (there are A LOT of acronyms in telephony).

Call Center 136

Call Center Contact Center Conference System 136