ServiceDock
MAY 10, 2019
We have a variety of different food service businesses using our product to manage customer experience (CX) and no two brands have an identical CX survey. That’s not at all surprising because a quick service restaurant will have a different service setup to a fine dining restaurant and different management teams will have varying areas of focus.
Qualtrics
MAY 9, 2019
Talk about the Experience Economy and it won’t be long before someone mentions Apple, Wal-Mart or Starbucks. Aside from being the pioneers of experience management, one thing they all have in common is Emily Chang, the SVP of Marketing for Starbucks. She has built a career at the world’s most iconic brands, shaping the experience for billions of customers.
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Playvox
MAY 6, 2019
According to a Microsoft report, customer service is a key factor in 96 percent of consumers’ loyalty to a brand.
Speaker: Becky Parisotto
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
GetFeedback
MAY 9, 2019
If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. .
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Lumoa
MAY 7, 2019
What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use.
Kerry Bodine
MAY 7, 2019
Hot off the heels of my announcement of our new project manager, Jade Mulé , I’m excited to announce our latest addition to the Bodine & Co. team , Kevin Corcoran. As a CX Consultant at Bodine & Co., Kevin will be challenging our clients to look deeply at their numbers, while also allowing the human element of data be the voice in guiding business transformation.
GetFeedback
MAY 9, 2019
Customer experience (CX) actually simplified. Here you’ll find straightforward answers to the most popular questions on the CX space.
QuestionPro Audience
MAY 8, 2019
Population vs Sample – the difference. The concept of population vs sample is an important one, for every researcher to comprehend. Understanding the difference between a given population and a sample is easy. You must remember one fundamental law of statistics: A sample is always a smaller group (subset) within the population. In market research and statistics, every study has an essential inquiry at hand.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
InMoment XI
MAY 6, 2019
The interview shared below was written and conducted by the CybageTimes. You can view the original article here. Being a People Leader Bruce has over 20 years of experience in the software engineering domain and has all the qualities it takes to be a successful leader in software development. As CTO at MaritCX, he offers. View Article.
IntouchInsight
MAY 9, 2019
CX thought leader, Jeannie Walters, shares tips for getting the most value from your journey mapping initiatives.
GetFeedback
MAY 5, 2019
Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand. So, you don’t mind spending a larger amount of money and you buy it. Then, a couple of days later, you realize you don’t understand a bunch of features and you need some extra help from the provider. But somehow nobody replies to your emails.
NICE inContact
MAY 10, 2019
As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
InMoment XI
MAY 9, 2019
At a recent MaritzCX event, we held an interactive power hour facilitated peer-to-peer discussion about creating a strategic action plan to generate the expectations and actionability of insights. The room was all a buzz with CX professionals, who were sharing ideas and discussing the methods that work best when it comes to driving action throughout.
Calabrio
MAY 6, 2019
We’ll be navigating the tides of transformation at ICMI Contact Center Expo from May 13–16 at The Diplomat Resort in sunny Ft. Lauderdale, FL. We hope to see you there! The ICMI Contact Center Expo is a great conference to submerge yourself in meaningful content; learn how to take back to your workforce, listen to expert speakers and network with the industry’s leading-edge vendors.
GetFeedback
MAY 5, 2019
Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. That’s because it’s no longer enough for employees to simply show up for work, they have to also be satisfied and engaged with the work they’re doing to perform at a high level. Specifically, employee satisfaction is the extent to which your employees are happy with their jobs.
Customer Bliss
MAY 7, 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?
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
Comm100
MAY 7, 2019
You can’t build a house on a weak foundation. In the same way, the standard of customer experience that consumers expect isn’t achieved without technology to bring together disparate channels and make consistent, seamless experiences an easy thing to achieve. Thanks to the growth of omnichannel strategies in recent years, there’s no shortage of customer experience (CX) platforms out there.
NICE inContact
MAY 8, 2019
Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. 1. What Do Customers Want? Consumers want great experiences. They want interactions that are quick and easy; they want their issues resolved; and they want friendly and knowledgeable service.
GetFeedback
MAY 8, 2019
Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services. Given its significance, we conducted a global study to identify the latest customer service trends and best practices.
Customer Bliss
MAY 10, 2019
How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience. DHL is a global leader in the logistics industry.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Beyond Philosophy
MAY 8, 2019
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.
CX Journey
MAY 8, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. This is a tough concept for a lot of executives to grasp. They know the old management adage, companies are in business to maximize shareholder value, all too well.
GetFeedback
MAY 7, 2019
There is no denying the fact that we live in an era of instant gratification. The immediate response that we get from tapping or scrolling on a gadget has transformed us into impatient beings who refuse to wait for anything. Things are no different when it comes to client expectations regarding customer service. According to a study by Harvard Business Review , 65 percent of customers want their issues resolved in the first contact, while 50 percent of them will not give more than a week’s time
NICE inContact
MAY 10, 2019
Chief financial officers (CFOs) are notoriously tough customers when it comes to approving expenditures for new initiatives. They expect to see a solid business case with a strong, defensible return on investment (ROI). When Valvoline looked into centralizing the inbound calls that its 1,300 retail locations were handling, the business case almost wrote itself.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Beyond Philosophy
MAY 9, 2019
In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. We discussed the significance of the insignificant in a recent podcast.
Wired and Dangerous
MAY 6, 2019
76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful.
GetFeedback
MAY 7, 2019
There is no denying the fact that we live in an era of instant gratification. The immediate response that we.
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