Integrity Solutions
JANUARY 14, 2019
Any company can put words on paper and talk about what their values are. But if people aren’t living business integrity in everything they do, it won’t matter what you say. “If you have integrity, nothing else matters. If you don’t have integrity, nothing else matters.” – Former Senator Alan K. Simpson. Integrity is important for businesses and individuals alike.
InMoment XI
JANUARY 15, 2019
British companies have come a long way with utilizing their data to identify customer needs and predict their future behavior and estimate future profitability (the so-called customer lifetime value). Realizing the customer lifetime value is critical for a company so they can focus on the strategic initiatives that contribute most to the company’s future earnings and growth.
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Kerry Bodine
JANUARY 12, 2019
In our journey mapping bootcamps , we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. While the overall process for creating these maps is the same, there are two key differences. Difference #1: B2B personas align with job functions. Every journey map needs to clearly define whose story is being told.
Lumoa
JANUARY 17, 2019
Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!
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
ijgolding
JANUARY 14, 2019
According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration. Examples of reference may have included STD outbreaks that are known to significantly decrease in frequency after seven years, or mites that live under the skin (scabies
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
JANUARY 16, 2019
Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? Wrong. While this approach might have worked in the past, the modern customer isn’t eager to take time out of their busy day to take any survey. Today, to collect the best customer data you must ask the right questions while also providing the ideal customer experience. .
Lumoa
JANUARY 13, 2019
Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019!
Kristina Evey
JANUARY 17, 2019
Being a business owner or leader requires a paradigm shift around comfort… You must become comfortable with being uncomfortable. Knowing … Read More Be the Customer Experience Disrupter. The post Be the Customer Experience Disrupter appeared first on Kristina Evey.
Customer Bliss
JANUARY 17, 2019
In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. Netspend is a leading provider of prepaid Visa ® and Mastercard ® cards for personal & commercial use. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.
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.
GetFeedback
JANUARY 14, 2019
As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. Only in doing so, will you ensure each person receives the best customer experience possible. To ensure that your customers have the necessary support, you’ll need to develop and improve your customer service material.
NICE inContact
JANUARY 17, 2019
What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Many companies, especially those with no brick and mortar presence, are in this very position. Contact center agents have a significant impact on customer experience and thus the bottom line.
Kristina Evey
JANUARY 16, 2019
In a recent podcast, I discuss how CEO’s, C-Suite and Leadership Teams seem to understand the high-level vision of CX, … Read More Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood. The post Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood appeared first on Kristina Evey.
Customer Bliss
JANUARY 15, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
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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.
GetFeedback
JANUARY 14, 2019
How to create customer service material to support your team and ensure your customers have a stellar customer experience.
Kayako
JANUARY 14, 2019
Looking for an intercom alternative that’s easy on your pockets and doesn’t skip on any functionality? Well, we’ve done some homework and put together a list of 3 intercom alternatives that are packed with features and functionality you’d look for to engage visitors, convert prospects, and support customers as your business grows. . First things first – What do you use Intercom for?
Kristina Evey
JANUARY 15, 2019
Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes. CEO’s, C-Suite and Leadership Teams seem to understand … Read More Episode 34 – Understand Customer Experience First to Disrupt for CX Changes. The post Episode 34 – Understand Customer Experience First to Disrupt for CX Changes appeared first on Kristina Evey.
NICE inContact
JANUARY 15, 2019
The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Is the field of evaluated vendors broad enough? Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked.
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.
GetFeedback
JANUARY 16, 2019
The best customer experience starts with great customer data. Collect actionable customer data with these 5 online survey tips.
Oracle
JANUARY 17, 2019
While businesses across industries and verticals are making efforts to improve their overall customer experience (CX), the term “customer experience” is often misinterpreted or vaguely understood. The SmarterCX team hit the streets to find out just how many people are or are not familiar with the term “CX” — so if you think you’re the only one who’s not 100% sure, this may put your mind at ease.
NICE inContact
JANUARY 16, 2019
For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. Outbound calls and texts are used in a variety of ways, such as to preempt situations or to keep customers up-to-date. They are often used to remind customers about important or upcoming appointments, deliveries, and confirmations, typically helping businesses run smoothly.
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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.
GetFeedback
JANUARY 14, 2019
How to create customer service material to support your team and ensure your customers have a stellar customer experience.
Beyond Philosophy
JANUARY 16, 2019
I have always been surprised by the massive wealth of data in academia that doesn’t get used. The reason, I believe, is the language. The way academic research is written is like a reading a legal brief; it’s impenetrable. You come away from it thinking the person who wrote it is very clever, but don’t understand what he or she said at all. My co-author and podcast co-host Professor Ryan Hamilton jokes that academic research is not written for a human audience.
CX University
JANUARY 14, 2019
A lot of customer experience pundits are talking about AI. They say it is ushering in a new age, a Customer Experience 3.0. OK. As a notorious heckler, I thought I would have my team research the market, as it stands, in the closing weeks of 2018. My question was: Who cares about promises; I am exhausted by all this thought leadership; I want specific examples; what are AI-driven solutions capable of achieving for customer experience, right now?
Oracle
JANUARY 14, 2019
In the next several years, artificial intelligence will transform how humans interact with businesses. This technical transition is one of the most powerful shifts in computing that the world has ever seen—and it has the potential to be a force of good. According to research from the McKinsey Global Institute , AI could add $13 trillion to global output by 2030 and raise GDP by 1.2% annually.
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.
GetFeedback
JANUARY 14, 2019
Use this guide to learn how to apply and optimize this new survey distribution feature. .
Beyond Philosophy
JANUARY 15, 2019
Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience. People like sure bets better that come with less significant gains over risky ventures, even when the risky venture proposes a substantial benefit.
ShepHyken
JANUARY 18, 2019
This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives.
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