C Space
MARCH 12, 2020
The Proximity Problem: Is real time tracking of the coronavirus the best thing for customers? Our research shows that the most pressing concern on the minds of US consumers is proximity. Of those who stated that they wished they had more information (50% of our sample), more than half were interested in the spread of the virus. US respondents want to know how to avoid COVID-19.
ShepHyken
MARCH 13, 2020
This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. “Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x higher customer satisfaction rates” – Forrester.
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InMoment XI
MARCH 12, 2020
This article was originally published here. Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience. This laser sharp focus on the total experience must span the entire demand and supply chain and incorporate every aspect of how products and services are designed, priced, View Article.
Confirmit
MARCH 12, 2020
It may not be a classic scenario of “one step forward, two steps back,” but it seems that for every advance and forward trend in the customer experience arena, there is a contrary counter trend moving in the opposite direction or an unintended adverse consequence. Some ebb and flow in a maturing field is inevitable, perhaps even a desirable way of working out the kinks.
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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.
Experience Investigators by 360Connext
MARCH 10, 2020
Customer experience solutions are readily available these days. . There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. There are data sets and analytics and pivot tables, oh my! . The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
MARCH 13, 2020
This article was originally published by Inmoment. Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put.
Steve DiGioia
MARCH 9, 2020
Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away.
GetFeedback
MARCH 10, 2020
The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy.
Customer Bliss
MARCH 12, 2020
To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about. Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience.
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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 12, 2020
The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts. But the technology and computer capabilities we have today are light-years ahead of where we were even. View Article.
Lumoa
MARCH 11, 2020
We recently sent out an NPS survey to all of our customers, asking them how likely they were to recommend Lumoa to their friends and colleagues. In this article, you can read more about the results, and how we manage and act on our customer feedback.
Experience Matters
MARCH 9, 2020
Watch Bruce Temkin and Isabelle Zdatny from the Qualtrics XM Institute discuss Experience Management. The post XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny appeared first on Experience Matters.
IntouchInsight
MARCH 8, 2020
We continue to strive for excellence in all aspects of our business and to operate as a forward-thinking innovator, and as a champion of all people in technology, regardless of age, gender, or race.
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.
InMoment XI
MARCH 10, 2020
Click here to read the original article. The relationships between customers and brands form the core of business success. How well are brands interacting with customers? Are they listening to customer feedback across various engagement channels to improve experiences? Sure, product matters, but today’s experience economy with a high degree of product parity, customers are.
CX Accelerator
MARCH 9, 2020
Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.
Experience Matters
MARCH 10, 2020
Companies will use Experience Management (XM) to stay better connected with customers and employees during a recession. The post Tap Into XM To Navigate A Recession appeared first on Experience Matters.
IntouchInsight
MARCH 9, 2020
We sat down with experts from Parkland Fuel Corporation and Forrester Research to discuss the keys to a strong Customer Experience Management program.
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 9, 2020
Improve Your CX Program with Innovative AI Technology Imagine if you could predict a customer’s satisfaction score without them ever taking a survey. Or if you could automatically identify patterns in data and take action immediately. The good news is, both things are entirely possible with the help of Artificial Intelligence! Mark your calendar for.
CX Accelerator
MARCH 9, 2020
Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.
Experience Matters
MARCH 12, 2020
Watch Bruce Temkin & Moira Dorsey discuss the ROI of Customer Experience (CX) during this "XM Fireside Chat.". The post XM Fireside Chat: ROI Of CX With Bruce Temkin And Moira Dorsey appeared first on Experience Matters.
Beyond Philosophy
MARCH 10, 2020
Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. We also discussed why recognizing them is essential to your bottom line and some steps you can take to prevent them. .
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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.
BlueOcean
MARCH 13, 2020
Choosing an outsourced customer care partner might just be one of the most complex procurement scenarios out there. After all, this is a partner who will hold your brand and reputation in their hands, interfacing with your loyal (and often concerned) customers day in and day out. No boilerplate RFP document will do the job. No pressure. But seriously, no pressure – over the years, we’ve created a wealth of customer care RFP resources to help make your job as easy as possible.
NICE inContact
MARCH 13, 2020
Even for the most obvious investments that drive improvements to your business; the process of building consensus, addressing cultural change and locking down an airtight business case can be troublesome even for the most seasoned business leader.
Uniphore
MARCH 10, 2020
In the digital age, when we discuss business continuity we tend to focus on data security and privacy breaches. Disaster recovery takes on a whole new meaning when preparing for the possibility of a pandemic. Call centers must assess their resilience in the wake of the coronavirus outbreak. Read More.
Wired and Dangerous
MARCH 9, 2020
You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities. What about the service experience you provide to your customers? Does it get a regularly scheduled check-up that touches the entire customer journey through your organization?
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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.
ShepHyken
MARCH 11, 2020
Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.
NICE inContact
MARCH 11, 2020
Contact centers spend a lot of time and money trying to improve customer satisfaction (CSAT). And they should! CSAT drives customer loyalty and their bottom line. Some are investing in ACD routing, IVR and even speech recognition software to deliver a better customer experience. But what if I told you that you might be overlooking one of the most effective tools you have for improving CSAT?
TechSee
MARCH 9, 2020
To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers. Organizations will often ask staff to work from home in order to minimize physical contact and because transportation is limited.
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