InMoment XI
FEBRUARY 1, 2018
I sat there in my chair chuckling to myself as my 16-year-old daughter sighed, grumbled, and rolled her eyes continually. She had now been on hold for two whole minutes with the company that she had bought her newest shoes from. One minute later, she FINALLY gets to talk to someone. They resolve her issues. View Article.
CloudCherry
FEBRUARY 1, 2018
The modern-day banking customer has evolved over the years. The dawn of the Digital Age has not only made it easier for customers to engage with banking institutions but also given them more choices. Customers are also more aware today. They’re looking for unique and delightful experiences. Experiences that make them want to keep going back to the same company.
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QuestionPro Audience
FEBRUARY 2, 2018
It’s not breaking news that the way we conduct market research is changing. The research industry is evolving with technological advances such as mobile phones, which allow you to conduct panel research and collect data easier and faster than the traditional landline surveys. But, one important thing to remember: the data is only as good as your panel.
ijgolding
JANUARY 28, 2018
Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Like me, James regularly comes across organisations who talk about ‘putting the customer first’ – a statement that is hard to immediately disagree with.
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NICE inContact
JANUARY 30, 2018
Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: Built-in Reliability and Disaster Recovery.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
QuestionPro Audience
JANUARY 31, 2018
America’s favorite day to eat wings, drink beer and sit on the couch is nearly here. The first Super Bowl game was played in 1967, and over the past 51 years, has grown into quite a spectacle. This year, more than 188.5 million people are expected to tune in for Sunday’s festivities. If sports aren’t your thing, then you’re part of the 24% of Americans who watch it for the attention-grabbing commercials.
GetFeedback
JANUARY 30, 2018
In order to stay customer-centric, business leaders have to build a culture that values customer-centricity above all else. Here are 4 ways to do it.
Michelli Experience
JANUARY 31, 2018
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Go Human, Go Methodical but Above All Else GO for VALUE appeared first on Joseph Michelli.
InMoment XI
FEBRUARY 1, 2018
I sat there in my chair chuckling to myself as my 16-year-old daughter sighed, grumbled, and rolled her eyes continually. She had now been on hold for two whole minutes with the company that she had bought her newest shoes from. One minute later, she FINALLY gets to talk to someone. They resolve her issues. View Article.
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.
QuestionPro Audience
JANUARY 31, 2018
America’s favorite day to eat wings, drink beer and sit on the couch is nearly here. The first Super Bowl game was played in 1967, and over the past 51 years, has grown into quite a spectacle. This year, more than 188.5 million people are expected to tune in for Sunday’s festivities. If sports aren’t your thing, then you’re part of the 24% of Americans who watch it for the attention-grabbing commercials.
Experience Matters
JANUARY 27, 2018
Every once in a while, there’s a signal that things are changing. I hope that this is one of those moments. Larry Fink, Founder, Chairman and Chief Executive Officer of BlackRock, recently sent out his annual letter to CEOs. This year, it was titled, A Sense of Purpose. I urge everyone to read it. Here’s an excerpt: Society is demanding that companies, both public and private, serve a social purpose.
CX Journey
JANUARY 31, 2018
Image courtesy of Pixabay Change. It's inevitable. And it's hard. Many - as high as 70% of - change initiatives fail. But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change. You know that it will take a Herculean effort. You can do this!
InMoment XI
JANUARY 30, 2018
One of the questions I am often asked by organizations is “How do other companies use customer feedback?” Fortunately, the answer to that question is simple because most organizations use customer feedback to create PowerPoint reports or Excel spreadsheets to track performance. They might tie results to compensation or be used to coach front-line employees. .
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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.
NICE inContact
JANUARY 31, 2018
On its way to becoming an international powerhouse in business processing (BPO) and customer experience outsourcing, Webhelp partnered with NICE inContact back in 2010. Even then, the company was recognizing the possibilities of the cloud, consumers’ migration to multichannel experiences and the increasingly critical role of applied analytics. Webhelp knew that joining forces with a strong, forward-thinking technology partner like NICE inContact would be critical to its ability to optimize busin
Kerry Bodine
JANUARY 27, 2018
It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. (And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) As part of that effort, I recently took a look back at our most popular posts of 2017—and I wanted to share them with you here.
Customer Bliss
JANUARY 30, 2018
Ingvar Kamprad, Founder of IKEA , recently passed away in Sweden, leaving quite a legend behind him. IKEA, the beloved furniture store not just for Americans, but for people all over the world, first came to the United States in the 1980s , slowly revolutionizing the way consumers shop for furniture and household items. . IKEA is a company that knows its purpose, understands its customers, and provides value and consistency.
Alida
JANUARY 29, 2018
An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Keeping a level head can de-escalate the immediate issue, while also cementing existing loyalty and even transforming a consumer who might be new to your brand into a regular.
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.
Steve DiGioia
JANUARY 29, 2018
…so what’s stopping you? This original article was written by Steve DiGioia. Close your eyes. Imagine walking into a store and are immediately met by a pleasant employee with one goal in mind; to ensure you find the best product that suits your needs exactly as you wish. No need to look for help, she’s already there and knows the products like the back of her hand.
Michelli Experience
JANUARY 30, 2018
Go Human, Go Methodical but Above All Else GO for VALUE. I have been showing clips about it and talking to audiences about it for the last year, and now it’s finally here – Amazon Go. Forever Changed. After extensive beta testing the first Amazon Go store has opened and , in my humble opinion, the world has changed forever. As I’ve been foreshadowing this day, I’ve told audiences that there would come a time when my children would tell my future grandchildren: “Kids you won’t believe this,
TechSee
JANUARY 30, 2018
“Gareth, the dishwasher seems to be clogged. Please fix it.”. “Affirmative sir, will check and repair.”. “Great, I’ll be out on the deck.”. It’s a beautiful day in 2030 and I’m relaxing with my entertainment system. I sit up suddenly. Sniff, Sniff. “Gareth, are you cooking something? I smell something burning.”. “Negative, sir, just flushing the dishwasher hose, sir.”.
Esteban Kolsky
JANUARY 29, 2018
On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? webdeos?) that we are presenting on Customer Experience. It was fantastic, seriously – here’s the link if you want to check it out (registration required), and we had a very engaging (that’s what the comments said) conversation about why #CX matters now, and how to get started with your customer experience initiative.
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.
ShepHyken
JANUARY 31, 2018
I’ve written about the customer service gap before. The first version referred to the gap between you and your competitors. You want the gap to be wide. It means you are putting yourself further ahead of your competition and picking up market share. The second version of the gap focused on narrowing the distance between you and your customers. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer.
Customer Guru
JANUARY 30, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we have started the initiative of sharing a series of interviews with top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Viraj Verma, a leading CX enthusiast in India.
Heart of the Customer
FEBRUARY 1, 2018
A common concern I see among CX pros is a concern over customers who are making “bad” choices. Customers who aren’t making the best use of the company’s products or services. This problem exists across industries, both B2B and B2C. Some examples include: Business customers who underutilize their purchased software; Patients who don’t follow a […].
Maru/HUB
FEBRUARY 2, 2018
This week we’ve been focused on customer service in the wake of new experiences in the way we shop, interact and provide feedback. In our last post, we argued that innovative experiences such as Amazon Go, makes it difficult to gain rich insight in the form of a real conversation. An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service.
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
ShepHyken
JANUARY 29, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. (LiveChat) The report contains key customer service findings from 2017 and trends for 2018.
Oracle
JANUARY 31, 2018
SmarterCX.com’s Editor-in-Chief highlights a new customer experience predictions destination page, SmarterCX.com/Predictions. Following a record holiday season, 2018 is off to a fast start in the world of customer experience. According to the Washington Post , holiday 2017 saw the “strongest growth in retail sales since the end of the Great Recession” At NRF this past month – the National Retail Federation’s Retail’s Big Show conference – Brian Nagel, Managing Direc
ProProfs Chat
JANUARY 31, 2018
The quality of customer experience a business provides generally goes a long way towards determining how successful that business is. A major reason as to why companies invest so heavily in things like customer service training programmes, and why they put so much effort into handling feedback, queries, and complaints. With that being said, one aspect of delivering high-quality customer service, that is sometimes undervalued, involves understanding the tone of clients and using this to shape a r
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