C3Centricity
MARCH 15, 2018
Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision.
QuestionPro Audience
MARCH 13, 2018
In school, while selecting the captain of sports teams, most of our coaches asked us to call out numbers such as 1-5 (1-n) and the students with a random number decided by the coach, for this instance, 3, would be called out to be the captains of different teams. It would be a non-stressful selection process for both the coach as well as the players.
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Experience Matters
MARCH 15, 2018
As you hopefully already know, Temkin Group has labelled 2018 The Year of Humanity. As part of our focus on this topic, we put together this infographic that focuses on how we can Humanize CX. It identifies six fundamental characteristics of human beings—Hopeful, Intuitive, Self-Centered, Emotional, Motivated, and Social—that you need to keep in mind when you’re thinking about your customers and employees.
Kayako
MARCH 14, 2018
In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Does that mean tiny businesses don’t have what it takes to provide amazing customer support?
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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.
CloudCherry
MARCH 15, 2018
The customer experience wave has disrupted several industries and Telecom is one of them. Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?) but are making it a point to tell their friends and social connections about their frustrating experiences. Given what’s happening in the market, it is crucial for telecom brands to not go out all guns blazing and pump millions of cash into advertising and marketing to attract new customers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kristina Evey
MARCH 14, 2018
It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. Fellow passengers state the family told her there was a dog inside the carrier, but the attendant insisted the carrier be placed in the overhead compartment.
CX Journey
MARCH 13, 2018
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.
Centriam Customer Experience Lab
MARCH 15, 2018
The Mall of America delights patrons with a chatbot creating a high-tech, engaging retail customer experience. With the increase in online shopping and questions whirling around the relevancy of brick and mortar shopping malls, our local retail icon, Mall of America, welcomed a new chatbot named Pepper. The chatbot can not only direct visitors to specific locations within the mall, it can talk about deals and promotions, and even connect them to an actual human being.
QuestionPro Audience
MARCH 13, 2018
Let’s consider a situation where a research team is seeking opinions about religion amongst various age groups. Instead of collecting feedback from 326,044,985 U.S citizens, random samples of around 10000 can be selected for research. These 10000 citizens can be divided into strata according to age,i.e, groups of 18-29, 30-39, 40-49, 50-59, and 60 and above.
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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.
InMoment XI
MARCH 13, 2018
It has been two weeks since our inaugural APAC CXForum – ‘Creating High Value CX Programs’. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and how can we get people to care’? View Article.
CloudCherry
MARCH 12, 2018
Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The report even goes on to state that customers’ expectations will outpace companies’ ability to evolve and adapt.
Experience Investigators by 360Connext
MARCH 15, 2018
The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey.
QuestionPro Audience
MARCH 16, 2018
Hollywood is learning what those in the market research world have known for years: follow the data. For years, film studios have had only a vague understanding of who’s buying tickets to their films. As mobile becomes more popular, however, the entertainment business is using the technology to capture what was lost in the relationship between the studios and the consumer, and convert that data into meaningful insight into what works and what doesn’t.
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.
Customer Bliss
MARCH 15, 2018
I’m so excited to say that the podcast is nearing its 100th episode! I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests.
CloudCherry
MARCH 12, 2018
Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The report even goes on to state that customers’ expectations will outpace companies’ ability to evolve and adapt.
NICE inContact
MARCH 15, 2018
This series has focused on the specific ways to transform your call center with a sound self-service strategy. The success of your overall program, however, relies on the balance between realistic expectations and effective communication to all stakeholders: organization, agents, and customers. In this way, you will meet and even exceed the goals you set for your contact center.
QuestionPro Audience
MARCH 13, 2018
Let’s consider a scenario where an organization is looking to survey the performance of smartphones across Germany. They can divide the entire country’s population into cities (clusters) and further select cities with the highest population and also filter those using mobile devices. This multiple stage sampling is known as cluster sampling. . Cluster sampling analyzes a particular population of data in which the sample consists of multiple elements like city, family, university or school.
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.
InMoment XI
MARCH 16, 2018
Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies. Perhaps one of the most striking and important aspects of digital transformation revolves around how organizations engage and interact with their customers. Today, most customer journeys include.
AskNicely
MARCH 15, 2018
In 2018, customer experience is everything. More big brands, more agencies, and more technology companies are investing more resources than ever to stay ahead of the competition in this new age of the customer. A recent study by Adobe showed that customers who have a less-than-stellar digital experience with your brand are 88% less likely to return for another one.
GetFeedback
MARCH 12, 2018
Discover how you can use GetFeedback to quickly measure Customer Effort Score and understand the holistic service experience.
QuestionPro Audience
MARCH 14, 2018
Spring has sprung! (Sadly, we’re still waiting on actual confirmation from Mother Nature here in Chicago). After the long winter, homeowners are always eager to tackle home improvement projects. According to a recent study conducted by LightStream Home Improvement, 58% of homeowners plan to spend money on home improvement projects this year. Fueled by the rebounding housing market, spending on improvements, maintenance and repairs reached $340 billion in 2015 , up 12% from 2013.
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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.
InMoment XI
MARCH 16, 2018
Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies. Perhaps one of the most striking and important aspects of digital transformation revolves around how organizations engage and interact with their customers. Today, most customer journeys include.
Michelli Experience
MARCH 16, 2018
My, my, the world of sales has come a long way in just a few decades: From tablets of paper and loads of pens, most salespeople can now access online-based information gathering systems that tell them everything from a customer’s first contact with a business to what they prefer and who their key contacts are. The new pen and paper have a name, now, too: customer relationship management, or CRM, software systems.
Experience Investigators by 360Connext
MARCH 12, 2018
Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. We will create happier employees who care deeply about those we serve. We will have legions of fans. Our revenue will increase.
QuestionPro Audience
MARCH 15, 2018
Do you consider your pet to be part of your family? Or even, your “fur child”? Then you’re in good company. It’s no secret that millennials are putting off marriage and starting families later in life, and that may be in part due to their “starter children”. A recent study conducted by Gale found that 44% of millennials see their pets as “practice” for the real thing, with 21% citing that as the main reason for getting a pet, and 23% saying it was at least partially the reason.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
InMoment XI
MARCH 14, 2018
Over the past couple of weeks, I had the good fortune of attending two different conferences where entrepreneur-investors from the TV series Dragon’s Den (in Canada) and Shark Tank (in the US) were speaking. These types of shows are my favorites. I’d rather spend my time learning about new ideas, innovative approaches, and how businesses. View Article.
Kerry Bodine
MARCH 16, 2018
“Give me an example of a company that’s made a complete turnaround to embracing their customers.” This request always makes me chuckle. I wish I had an answer, I really do. But the sad reality is that I don’t know of a single organization that’s customer-centered through and through—except for the ones that started out that way. In Outside In , my co-author and I included over 80 case studies and examples precisely because no single company had put all the necessary pieces together.
Experience Matters
MARCH 14, 2018
We recently asked nearly 2,000 hospital patients about their experiences. Two of the areas we examined were their emotions and their likelihood to recommend the hospital, measured by Net Promoter® Score (NPS). Of these hospital patients, 46% are promoters, 30% are detractors, which results in an average NPS of 16. When we combined that data with patient emotions, we found that: Patients are most likely to feel relieved.
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