Lumoa
MARCH 5, 2018
B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of online catalogue, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call.
QuestionPro Audience
MARCH 9, 2018
Every year, thousands of young Americans flock to destination spots for a week of vacation during spring break. This year, 53% of millennials plan to travel for spring break. In the 90’s and 00’s, this typically meant a booze package in Florida or Mexico, but millennial consumers are veering away from the standard party vacation. We took a look at where they’re headed, and how much they’ll be spending.
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CloudCherry
MARCH 8, 2018
Over the years, women have played an immense role in shaping Customer Experience. They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. And what better way to celebrate Women’s day than by giving a shout out to some of the women who have been highly instrumental in defining this CX space.
InMoment XI
MARCH 8, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Last summer my husband and I took our three girls to Walt Disney World. We visited along with approximately 48 million other people last year. While during some rare moments it felt like every one of. View Article.
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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.
Experience Matters
MARCH 7, 2018
It turns out that having a customer focus isn’t only good for customers, but it’s also good for employees and financial results. We asked more than 5,000 U.S. employees to identify what they felt was the top priority for their senior executives. We also asked them about their work efforts and the financial performance of their organization.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CloudCherry
MARCH 8, 2018
Over the years, women have played an immense role in shaping Customer Experience. They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. And what better way to celebrate Women’s day than by giving a shout out to some of the women who have been highly instrumental in defining this CX space.
InMoment XI
MARCH 8, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Last summer my husband and I took our three girls to Walt Disney World. We visited along with approximately 48 million other people last year. While during some rare moments it felt like every one of. View Article.
GetFeedback
MARCH 8, 2018
Customers count on email support for quick, convenient help. Learn how to maximize support efficiency without sacrificing quality with these 6 simple tips!
QuestionPro Audience
MARCH 8, 2018
People around the world are celebrating International Women’s Day (IWD) today, March 8th. Women will be participating in marches, rallies, conferences, and discussions to honor the achievements women have made, and to discuss the steps that can be taken to continue the fight for gender equality. We did a deep dive into the background of this historic date, where it stands now, and how Americans feel about IWD.
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
CloudCherry
MARCH 7, 2018
In this digital age, data resides at the core of everything. Businesses use it to garner essential customer insights that allow them to create the delightful customer experiences and compete at the top level. While we have all heard about Big Data, the term Dark Data is not quite as well known. In fact, it’s quite new and was mainly coined as this ‘dark data’ has become increasingly important, since it makes up a large percentage of Big Data but remains unused!
InMoment XI
MARCH 6, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. In a world in which more and more data is available from a wide variety of channels, many different information sources are being bundled to form the basis for obtaining new and more detailed insights. Effective. View Article.
Centriam Customer Experience Lab
MARCH 5, 2018
We have published the Centriam CX Money Map , which details 12 drivers that make the financial case for a customer experience program. In our last post , my colleague Joe focused on customer enrichment. This week, I will delve into the two drivers involved with reducing costs in contact centers and marketing while maintaining, and potentially improving, customer experience.
NICE inContact
MARCH 6, 2018
Voice of the Customer (VOC) is the entirety of a customer’s expectations, experiences, and feedback from on-boarding through to successful implementation and beyond. The problem—this encompasses such an expansive amount of interactions and touch points between you and your customer that it can be difficult trying to understand (and tie together) tools to successfully capture VOC.
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.
ShepHyken
MARCH 7, 2018
The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. Yet, it surprised both of us just how low paid some of these support people are. That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes.
InMoment XI
MARCH 6, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. In a world in which more and more data is available from a wide variety of channels, many different information sources are being bundled to form the basis for obtaining new and more detailed insights. Effective. View Article.
AskNicely
MARCH 8, 2018
In case you missed it, the age of the customer has arrived with no plans of leaving us anytime soon. This means, not only is the customer always right, but the customer is always on. The always-on customer demands immediate attention from everyone in your organization — from the C-suite to customer success to your product team. . According to Forrester Research , the biggest risk in this new customer-obsessed era is timing (taking action on customer feedback too early or too late).
Beyond Philosophy
MARCH 9, 2018
On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment. We men, it seems, aren’t as good at being environmentally friendly as women are.
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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.
Experience Investigators by 360Connext
MARCH 5, 2018
Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start “winning at CX” in some way? If customer experience becomes a competition, either amongst your internal teams or worse, then the customer is the guaranteed loser. What do I mean about CX as competition? Think about your own organization.
GetFeedback
MARCH 6, 2018
By embedding surveys within webpages and blogs, marketers can utilize content feedback to craft articles and resources tailored to their audience's demands.
IntouchInsight
MARCH 8, 2018
We know that great customer experiences lead to increased revenue. Happy customers are loyal customers, and loyal customers are more likely to share their positive experiences and recommend their favorite brands to people they know. But when it comes to making the connection between improved customer experience (CX) and revenue growth, CX pros often struggle to prove the value of their programs.
Kristina Evey
MARCH 8, 2018
Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. Business Leaders everywhere must first understand there is likely a huge gap between the Customer Experience they believe their company delivers and the perception of that same experience their customers have as they work with them.
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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?
Alida
MARCH 8, 2018
Better customer experiences drive repeat business—but how do you deliver a great experience without knowing your customers first? For many companies, the first step to providing a more seamless and personalized experience at scale is to create customer personas. Vision Critical is no exception. Our customer experience team recently embarked on an exercise to create our own personas.
GetFeedback
MARCH 8, 2018
Customers count on email support for quick, convenient help. Learn how to maximize support efficiency without sacrificing quality with these 6 simple tips!
Experience Investigators by 360Connext
MARCH 8, 2018
Jeannie Walters , speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie and I share something in common: a passion for human evaluation of the customer experience. We both enjoy dissecting the moments that matter to customers and employees to truly understand what fosters a great relationship and yields professional and personal results.
NICE inContact
MARCH 7, 2018
ClearChoice has built its brand around providing a convenient, first-rate, patient-centric experience—an approach that has paid off. In little more than a decade, the company has opened 39 ClearChoice Dental Implant Centers across the U.S., employs more than 70 specialists and has helped over 40,000 patients. The decision to partner with NICE inContact and take full advantage of our CXone Workforce Management solutions has been a key determinant in ClearChoice’s ability to accommodate continuing
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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?
Kerry Bodine
MARCH 9, 2018
I’ve been writing a series of posts about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first post of the series focused on technology , and the second on the ubiquity of contexts in which practitioners are now applying service design. In this third post, I’ll talk about the discipline’s need for coaching.
Kayako
MARCH 7, 2018
Kayako is a global company with customers all over the world. Even with the HQ moving to London, around 70% of our workforce—including the majority of our support function—is still based in India. We ensure that our support department (and others) grasp of English is the best it can be. But recently, we have been finding ourselves frustrated. Sometimes even the most capable and experienced agents find themselves unable to convey simple messages to our customers.
Michelli Experience
MARCH 6, 2018
From Machines to Living Organisms. I continue to be in awe of consultative think tanks like McKinsey and Company. Over my career, I’ve been blessed to work with McKinsey consultants who often do the heavy lifting to understand optimal strategic positioning for senior leadership teams. Agile Genius. The genius of this collection of talented individuals was well displayed in a recent thought leadership article from the McKinsey Agile Tribe (more than 50 McKinsey team members from across the globe
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