McorpCX
APRIL 2, 2019
When we look at customer experience leaders today , it’s unsurprising there are a number of things they have in common. When looked at from a macro level, we see that many of the individual strategies and tactics that these leaders deploy roll up to three high-level areas of strategic focus.
MyCustomer
APRIL 3, 2019
3rd Apr 2019. D. We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from. By. Peter Dorrington. European Director of Customer Insights.
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Grade.us
APRIL 4, 2019
It's really easy to get caught in the mindset that says 'a customer who leaves a bad review just needs you to placate them with a refund or a freebie of some kind.' Yet when I set out to ask customers what they really wanted when they left a bad review, the responses were surprising. Because for most people, getting physical compensation was not even close to being the point.
ERDM
APRIL 4, 2019
Article by Ernan Roman Featured on CustomerThink.com Let’s discuss two factors that will derail your marketing: lack of trust and lack of feeling valued. If consumers do not have a perception of trust regarding your company, they’ll have no interest in anything you have to say to them. Similarly, if you do not demonstrate to consumers that you value them, this will further erode their trust and they will move on.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
ShepHyken
APRIL 5, 2019
This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CloudCherry
APRIL 5, 2019
Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. However, expectations with the importance of CX is continuing to grow. 23% of B2B CMO’s see CX as a top 3 objective. So how do Marketers that assume CX responsibility address this with less budget without giving up important technology needed for other aspects of Marketing?
C3Centricity
APRIL 3, 2019
How hard is it to write a marketing plan? After all, every marketer writes one every year, so how difficult can it be, right? Well, writing a marketing plan isn’t hard at all, but writing a winning plan is very difficult. And time consuming. And getting it approved by your executive board is perhaps the most challenging part of all. Management are renowned in most organisations for “innocently” posing questions when passing marketers in the corridor or while socialising at a company event.
Steve DiGioia
APRIL 1, 2019
As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best.
Lumoa
APRIL 3, 2019
Find out what it takes to create effective customer surveys and start sending customer surveys right away!
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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.
Kristina Evey
APRIL 2, 2019
Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read More Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights. The post Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights appeared first on Kristina Evey.
GetFeedback
APRIL 3, 2019
Today, YETI’s top tier coolers and drinkware have become a symbol of status and trendiness for outdoor enthusiasts. And with good reason! After all, how often can you boast about having a cooler that is bear-proof , fortified from the elements and can withstand even the roughest elements ? YETI owners can. The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience.
Customer Bliss
APRIL 5, 2019
How does a legacy organization integrate digital media in a way that facilitates a meaningful customer experience? Todd Unger , Chief Experience Officer and Senior Vice President of Physician Engagement at the American Medical Association (AMA), shares insights, and lessons he’s learned along the way, while leveraging his background in product development, and marketing and advertising, to transform a 170-year-old company’s communication methods into the world of digital.
NICE inContact
APRIL 1, 2019
Successful call center agents are trained to pinpoint customer needs and resolve their pain points. This service-oriented approach to the customer experience uniquely positions call center agents to become successful upsell representatives, ultimately contributing to helping their company achieve revenue goals and improve sales effectiveness. . Here are 5 steps organizations can take to improve call center selling .
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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.
Kristina Evey
APRIL 3, 2019
Want to improve your Customer Experience in one easy step? Ask yourself- did you do everything you could for the … Read More Customer Experience Questions to Challenge Yourself Every Day. The post Customer Experience Questions to Challenge Yourself Every Day appeared first on Kristina Evey.
GetFeedback
APRIL 1, 2019
With all this focus on alternative survey distribution channels, you may think that emails are going the way of the rotary phone, but that couldn’t be any further from the truth. Email surveys are still the tried-and-tested avenue most brands use to collect feedback from their customers. . In this post, we’ll look at three different scenarios wherein email surveys are the ideal option for gathering great customer feedback. .
TechSee
APRIL 2, 2019
Today’s contact centers face a daunting challenge. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially.
Alida
APRIL 2, 2019
More and more companies today have a strategic imperative to align around the customer. It’s becoming evident that getting to know your customers – and I mean really knowing them – can lead to better decision making and improved business outcomes. I’m not talking about knowing their basic demographics but their preferences, their likes and dislikes, what they think of your plans and ideas – the important stuff.
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.
NICE inContact
APRIL 3, 2019
Agents are the biggest asset in any contact center. Ironically, agent turnover is seen as the number one challenge for contact centers. Contact center executives are always looking at ways to invest in agents – hire the best agents, train them better and retain them longer. An increased agent productivity is a proven formula to drive better employee motivation and hence retention. .
CX Journey
APRIL 3, 2019
Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it!
InMoment XI
APRIL 5, 2019
This article was written by Gillian Mackay, Strategic Consulting Director at MaritzCX, and originally published here. Engaging Customers with Creative Technology You’ve just finished a call to your bank about a fairly mundane matter when you are asked to stay on the line to complete a telephone survey. Sound familiar? What do you do? If. View Article.
GetFeedback
APRIL 3, 2019
Read how YETI fuels their customer centric values through GetFeedback.
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.
CloudCherry
APRIL 3, 2019
I recently found myself shopping for a new TV. Our old Television had begun to emit an annoying high pitch and would sometimes shut down on its own. We were tired of adjusting the volume. So, we set-off to find a new TV. It was up to me to come across a brand-new model that would perform well. So, it’s Friday night and I had already got online and started my search.
NICE inContact
APRIL 1, 2019
Athens Services continues to expand its trash- and recyclables-hauling business to include partnering with communities and other groups on disposal and other environmental communities. The company’s growth has exploded, especially after winning a contract with the city of Los Angeles, in addition to serving residential and commercial customers in communities across Southern California.
InMoment XI
APRIL 4, 2019
At 12:01AM on August 1, 1981 MTV took to the air waves and forever changed the music industry. Video offered a new perspective and changed how the world experienced music. Today, video is revolutionizing CX programs by offering a new perspective on how organizations see, hear, and respond to their customers. Join MaritzCX and LivingLens.
GetFeedback
APRIL 1, 2019
Let's look at three different scenarios wherein email surveys are the ideal option for gathering great customer feedback. .
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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.
Vonage
APRIL 2, 2019
Omni-channel technology can transform how well your contact center performs. It can redevelop how your agents are able to interact with customers, give your different contact channels a greater sense of unity, and allow you to unlock the true potential of your customer relationship management (CRM) system. On March 7th, NewVoiceMedia hosted a demo, allowing you to see an effective omni-channel contact center in action.
NICE inContact
APRIL 3, 2019
As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a very short window of time—often 90 days.
InMoment XI
APRIL 2, 2019
Bringing Insight to Life: Enhancing CX with Video In 1981, MTV changed the music industry forever by offering a new perspective with music videos. In this day and age, video is continuing to revolutionize, only this time with CX programs; by offering a new perspective on how organizations see, hear, and respond to their customers. View Article.
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