OpinionLab

MARCH 25, 2019

If you’re familiar with the Gartner Hype Cycle , you’re probably familiar with the “peak of inflated expectations” and the “trough of disillusionment” that are precursors to the “plateau of productivity” represented by emerging technologies. While Customer Experience (CX) is not a technology (although technology supporting CX is becoming more and more prevalent in Gartner’s hype cycle), you may be observing a similar CX evolution in your organization and in the market.

Omni-Channel 74

Omni-Channel Customer Experience Contact Center Retail 74

Keatext

MARCH 29, 2019

The post How data analysis of customer reviews could have helped WOW Air avoid a shut-down appeared first on Keatext.

Analysis 75

Analysis Data Customers Airlines 75

Horizon CX

MARCH 25, 2019

We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. While this is certainly true, it also requires an experienced and committed CX Leader. Of course, being a CX Leader is not easy. It’s even harder to be an effective one. Thinking about this reminded me of a good article titled “Key Traits of Effective Customer Experience Leaders” written by freelance writer Aki Merced and published in Tenfold.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

Customer Bliss

MARCH 28, 2019

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Sometimes, my guests are surprised at how their trajectory, even if it seems nonlinear, has played a critical part in their professional development. In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her b

Customer Success 131

Customer Success Management Exercises Metrics 131

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

Retail

Centriam Customer Experience Lab

MARCH 28, 2019

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. "Put customer experience at the heart of your operations.”- McKinsey. "Customer experience is the key competitive differentiator.” - Wall Street Journal. Yet, a common theme that emerges when we talk to clients about their CX efforts is the struggle with how to get started.

Data 305

Data Customer Experience Brands How To 305

Vonage

MARCH 28, 2019

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. A technology so overlooked that it can sap the goodwill from thousands of customers every day without anyone paying attention to it – until it’s too late!

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

GetFeedback

MARCH 23, 2019

No matter what kind of business you’re in, you need to know your audience well in order to sell to them, educate them, and to ultimately retain them as loyal customers. So, how can you learn about them? Sending surveys. But, in order to be successful, you need to create surveys deliberately. You need the right survey tools. When it comes to choosing survey tools, there are a number of factors at play.

Tools 223

Tools Survey Software Comparison 223

Centriam Customer Experience Lab

MARCH 26, 2019

A customer experience transformation is underway at Cable & Wireless, a $3.6 billion telecommunications company. During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless.

NPS 57

NPS Wireless Telecommunications Data 57

BlueOcean

MARCH 26, 2019

Contact Center 197

Contact Center Engagement How To 197

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.

Employee Experience

IntouchInsight

MARCH 28, 2019

Six technologies that can streamline your restaurant operations and improve your restaurant’s relationship with its customers and staff in the process.

Technology 189

Technology Customers 189

GetFeedback

MARCH 25, 2019

This article features the post-chat survey best practices that all customer service teams should use to measure the success of their live chat program. .

Survey 195

Survey How To Measurement Customer Service 195

Customer Bliss

MARCH 26, 2019

I’ve been so pleased with the response to my recent video on looking ahead at the state of customer experience, which sparked a lively conversation on LinkedIn and gotten more than 13,000 views so far (wow!). Since I’ve received so many thoughtful comments and questions especially about the work of leading the experience practice in various organizations, I wanted to share a few of my favorite lessons that I’ve gleaned over the years. 1.

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

NICE inContact

MARCH 28, 2019

Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service. . If you’re a small business without a call center today, why should you create one? Almost every business interacts with its customers in some way, usually by phone.

Call Center 154

Call Center Competitive Advantage Self Service Contact Center 154

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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

InMoment XI

MARCH 27, 2019

Service BDC 2.0 “Catching the call” is the primary objective for service BDCs. It’s the main reason they are launched and first and foremost in the minds of service managers and GMs. That’s still valid. But there’s a number two priority that will be just as important for the future, in fact, it already is. View Article.

Retail 150

Retail Customers Management Automotive 150

GetFeedback

MARCH 25, 2019

Post-chat surveys are the best method to measure if you’ve successfully implemented your live chat customer service program. While there are many ways to measure the success of your chat program, post-chat surveys are the one metric in particular that you shouldn’t skip out on because it measures what’s most important — the customer’s satisfaction. .

Survey 186

Survey Effort Score Net Promoter Score How To 186

Kayako

MARCH 29, 2019

Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers. Teams that deliver that kind of customer service have one thing in common: they’re constantly working to improve.

Customer Service 149

Customer Service Self Service Average Handle Time Metrics 149

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. But how many truly achieve that objective? Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others.

Customer Experience 152

Customer Experience Contact Center Policies Customer Centricity 152

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.

Data

CX Journey

MARCH 27, 2019

Image courtesy of Pixabay Do employees believe in the core values? Do they even know their company's core values? Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are right and which are wrong. Everything you do must be aligned with your core values, and core values should be integrated into everything you do.

Company 148

Company Culture Communication Metrics 148

GetFeedback

MARCH 28, 2019

GetFeedback seamlessly connects with Salesforce so you can easily manage your data and build an integrated feedback program.

Resources 150

Resources Feedback Connections Data 150

Beyond Philosophy

MARCH 28, 2019

A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time. We also enjoy risky behavior, like gambling, smoking, or playing fast and loose with food expiration dates. However, as a general rule, we don’t like risk. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience.

Management 143

Management Training Consulting Conference 143

NICE inContact

MARCH 28, 2019

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. According to WhosOn , 68% of people prefer to have root canal without anesthetics, a tax audit or a dinner with mother-in-law, rather than to wait on hold

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

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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

TechSee

MARCH 26, 2019

The Contact Center KPIs that Matter Most – TechSee Data Sheet Collection Part 1. In the first of our new series of in-depth data sheets, you’ll discover the huge impact that Visual Support has on NPS, according to some of TechSee’s biggest clients. From streamlining interactions and increasing service speed to reducing escalations and empowering customers, you’ll get the inside track on why the combination of Computer Vision AI and Augmented Reality is at the heart of Cus

Net Promoter Score 136

Net Promoter Score NPS Contact Center Call Center 136

GetFeedback

MARCH 25, 2019

This article features the post-chat survey best practices that all customer service teams should use to measure the success of their live chat program. .

Survey 150

Survey How To Measurement Customer Service 150

ShepHyken

MARCH 27, 2019

The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”. Then I noticed they had four people on the lot taking orders from the people in the drive-through.

Advertising 134

Advertising Customer Service Training Customer Service Training 134

NICE inContact

MARCH 28, 2019

Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking.

Self Service 140

Self Service Automotive Contact Center ROI 140

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.

Trends

Beyond Philosophy

MARCH 25, 2019

At British Telecom (BT), we were buying a CRM system. I was leading the project and we had 15 people around the table to make this choice. It was a significant decision for a lot of money. So, as it was a business decision, you would think we were logical about it. However, we weren’t. We were irrational about it. Your customers are irrational, too.

CRM 133

CRM B2B B2C Customer Experience Design 133

GetFeedback

MARCH 23, 2019

When it comes to choosing survey tools, there are a number of factors at play. Use this article to figure out what survey tool is right for your needs.

Tools 150

Tools Survey 150

ShepHyken

MARCH 26, 2019

From AI to “HIMI” Human-Inspired Machine Intelligence. Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need for diversity and inclusiveness in the workplace. In Shep’s Opening Monologue… He discusses the pros and cons of chatbots.

Chatbots 128

Chatbots Contact Center e-support Social Media 128