GlowTouch

APRIL 2, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail The Pandemic Makes Online Customer Support More Important Than Ever. There are few things today that are not impacted by computer technology in some way. Billions of people carry a high-powered computer with them at all times. There is even a condition called nomophobia, which is anxiety caused by being separated from one’s smartphone for a prolonged period.

e-support 52

e-support Contact Center Return on Investment Consumers 52

Experience Investigators by 360Connext

MARCH 30, 2021

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them. I’ve adapted the talk for you into the article that follows.

Customer Journeys 251

Customer Journeys Examples Brands Video 251

Comm100

MARCH 30, 2021

Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions more into unemployment. Companies across industries slashed their budgets to accommodate the economic downturn, all while scrambling to meet new health guidelines and escalating customer demands.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

ECXO

APRIL 1, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Orchestrating surprise and delight strategies to evoke positive emotions Image: Ben White, Unsplash Surprise and delight are commonly used terms within the realm of customer experience strategising. As simple as these two words may seem, there lies a complexity regarding their relation to the customer experience.

Strategy 296

Strategy Exercises Customer Expectations Study 296

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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.

Report

Lumoa

MARCH 31, 2021

Knowledge is power. It’s a cliche saying. But, like most cliches, it’s true. We spend lots of time, energy, and effort getting feedback and insight from customers. Whether it be through surveys, heat maps, or some other means, we try to learn all the time. Gathering information is an important thing to do. But what’s most important is what you do with the information you get.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

NICE inContact

MARCH 31, 2021

Contrary to some science fiction movies, artificial intelligence (AI) hasn't subjected humans to robotic overlords. And contrary to some current opinions, contact center AI isn't all about replacing customer service agents with armies of bots.

Contact Center 158

Contact Center Customer Service Customers 158

ECXO

APRIL 2, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. ECXO partners with The CX Academy We’re pleased that The CX Academy has chosen the ECXO – European Customer Experience Organization to be a partner of their top and practical CX education and certification program & we look forward to this fantastic collaboration.

Course 156

Course Employee Experience Tools Industry 156

BlueOcean

MARCH 31, 2021

What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19. Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. Listen to the audio or read the article.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

GetFeedback

MARCH 31, 2021

How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Customer Experience Management 221

Customer Experience Management Customer Experience Management Customer Satisfaction 221

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.

Data

NICE inContact

MARCH 29, 2021

No one would disagree that technology has improved customer service exponentially. Technology continues to enable contact centers to operate more efficiently, to be responsive in real time, and to create customer experiences that exceed their expectations, especially across an expanding array of digital channels.

Contact Center 156

Contact Center Technology Customers Customer Service 156

ECXO

APRIL 2, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Dr. Marcell Vollmer first guest speaker Our first speaker will be Dr. Marcell Vollmer, Partner and Director at BCG, when 14th April 7 pm CET and 6 pm UK on zoom webinars. Dr. Vollmer is one of the leading global authorities in Supply Chain procurement experience.

Employee Experience 156

Employee Experience Innovation Groups Technology 156

Storyminers

MARCH 31, 2021

Are you caught up in life’s troubles and don’t want to take any more of it? Do you desire an accomplished life? Do you want to develop the right mindset that drives your passion? Are you concerned about life’s deepest challenges? Or does the world look too bleak from your perspective? The Dave Pamah show seeks to revive, restore, awaken and reform your innermost capabilities.

Connections 147

Connections Management Customer Experience Customers 147

GetFeedback

APRIL 1, 2021

4 tips from the SurveyMonkey CX Leader Roundtable Community.

Feedback 248

Feedback Tips Customers 248

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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.

Voice of Customer

NICE inContact

MARCH 29, 2021

Some health care organizations and providers have taken note of and have already moved into the future. For example, some New York City providers use text message patient outreach to keep track of patients who cancel appointments, which has made a serious dent in patient no-show rates. Another multi-regional organization is tapping chatbot technology to supplement call center patient outreach and push out coronavirus test results in near-real-time.

Consumers 156

Consumers Meeting Call Center Chatbots 156

Alida

APRIL 1, 2021

The streaming media market is, at times, a tale of contrasts. On one hand, the market is booming: According to MarketsandResearch, the global streaming media market is on pace to expand at a 23.2% compound annual growth rate (CAGR) between 2021 and 2025. At the same time, you’ve no doubt noticed that the number of competitors has ramped up in recent years, siphoning off customers and cutting into revenue.

Marketing 130

Marketing How To Study Entertainment 130

Comm100

MARCH 30, 2021

Consumers around the world are becoming more aware of how their personal data is used online, and more concerned too. Nearly three-quarters (72%) of Americans say they are ‘very concerned’ to ‘extremely concerned’ about their online privacy. What this boils down to is a lack of trust, and this can cause big problems for brands of every size. Emotions dictate a customer’s choice.

Measurement 130

Measurement Consumers Software Touchpoint 130

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.

Customer Service Training 158

Customer Service Training Feedback Customers Groups 158

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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.

Trends

NICE inContact

MARCH 28, 2021

As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Don't set out just to replace "like-for-like." Instead, imagine what features like new self-service capabilities, intelligent routing, and a unified agent interface could do for your customer lifetime value.

Call Center 156

Call Center Self Service Lifetime Customer Software 156

Beyond Philosophy

MARCH 27, 2021

What do the song “Fine Line” by Hootie and the Blowfish and the scent of air conditioning have in common? They are two things my family associates with taking holidays in the US. Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. However, these examples also represent critical areas for your Customer Experience design.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

Comm100

MARCH 30, 2021

When it comes to customer service, everybody appreciates a first time, single contact resolution – the customer asks their question, and they get their answer on the spot. However, not every inquiry can be resolved so easily. Often, a customer’s question or complaint will require follow-up from the agent. Maybe the customer service representative has to contact the billing department to get insight on a payment error.

System 130

System Customer Service Omni-Channel Social Media 130

Storyminers

APRIL 2, 2021

The post Sculpting Your Client Experience – The Winning Tactics Podcast appeared first on Storyminers.

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Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

TechSee

MARCH 30, 2021

Your business needs to generate more revenue. You turn to the sales team. Or do you? New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization. Through regular contact with customers, they are positioned to build the kind of valuable relationships that can more easily drive revenue through upsells, like extended warranties, service contracts, or repla

Self Service 109

Self Service Customer Service Contact Center Video 109

Inbenta

MARCH 30, 2021

Additionally, Covid-19 has further altered consumer habits. During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer

Self Service 136

Self Service Customer Service Marketing How To 136

Beyond Philosophy

APRIL 2, 2021

Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast.

Hotels 117

Hotels Consulting Study Brands 117

ReviewTrackers

MARCH 31, 2021

Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. Research from CallMiner revealed that avoidable churn costs businesses $136 billion in the U.S. alone. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.

Insurance 123

Insurance Customer Retention Industry How To 123

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Heart of the Customer

APRIL 1, 2021

Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how you determine each one’s overall effectiveness. You’d push back immediately. You’d say that your software developers should have different measurements than your salespeople, who should have different measurements than your […].

Metrics 113

Metrics Measurement Software ROI 113

Totango

MARCH 30, 2021

If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For most people, the answer would be a swift “yes, please!” But what about all of the growing pains that come along with that expansion? For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires?

Customer Success 118

Customer Success Customer Journeys How To Customers 118

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry.

Self Service 117

Self Service Customer Service e-support Average Handle Time 117