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In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?
What is the role of internal client experiences in creating extraordinary external client experiences (CX)? Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk. With all the attention focused on acquiring and retaining customers, often the unsung heroes and heroines of this quest are located internally, within the organization.
Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At some point we need to ask the question: Who are we really innovating for? To realize the promised rewards, innovation can no longer remain focused on simply generating more marginally successful solutions for market share gain, productivity improvements, or shareholder returns.
The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals. Gartner’s CX study released last May reports that 75% of organizations in its global survey have already formed a dedicated CX team.
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.
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #1: The Customer Is Always Right What’s Wrong: Like all human beings, customers aren’t always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amid low unemployment rates, travel and tourism is still one of the world’s fastest growing sectors, with bookings hitting close to $1.6 trillion in 2017 , and expected to continue to grow in 2018. Did you take a summer getaway this year? Then you’re part of the 56% of Americans who planned to take a vacation during the upcoming summer months.
Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. It’s the type of decision that is well-suited to a formal RFP and procurement process.
In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world.
In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview. Here are links to download different versions of the infographic: Infographic: in .jpg format 18? x 24? poster: in .png format Here are some of the reports with data included in the infographic: Propelling Experience Design Across The Organization 2018 Temkin Emotion Ratings State of CX Management, 2018.
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.
Did you know that you only get one shot at interviewing for an on-air position at ESPN? Applicants hold off on submitting their tape until they feel it is absolutely perfect. If you had one chance at succeeding at something, whether at work or in your personal life, why wouldn’t you collect all the data and facts to ensure the best possible outcome?
Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Live chat can be used as a customer success tool through strategic outreach and engagement or as a customer support tool by providing a live channel for customers to connect with support teams. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it.
By asking personalized qualifying questions throughout the buyer journey, you can enhance your data and convert more leads. See how pre-sales surveys work.
Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. This simple yet powerful metric has conquered the hearts of many exactly because of its simplicity - both for companies to implement and for customers to answer.
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.
Customer expectations are higher than ever. In a world where convenience is everything, companies need to work harder than ever to meet and exceed their customer’s expectations. But the methods we’re using to manage the customer experience are stuck in the past. We’re still surveying customers the same way we were in the 90s, still battling siloed data and processes, and still relying on guesswork or bureaucratic reports to choose potential initiatives.
While it is not unusual for companies to implement programs that provide a method of gathering customer feedback, best practices dictate that these feedback programs should be part of an overall culture of not only listening to customers, but also following up and acting on feedback. One thing that is certain when you implement a. View Article.
There’s no sweeter deal than a lead who’s ready to buy and just needs a bit of coaxing. But as any salesperson will tell you, hot leads like that are a rare find, not a reliable source of new business. In fact, they’re a lot harder to come by than most people (looking at you, marketers) tend to think. According to Gleanster Research , only 25% of marketing leads are actually qualified enough to pass to sales, and 79% never become customers.
Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. This simple yet powerful metric has conquered the hearts of many exactly because of its simplicity - both for companies to implement and for customers to answer.
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.
You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You’re getting your scores and the first question everyone asks is “How do we get our scores to go up?”. Here are the top five ways to increase your NPS scores: 1. Close the loop. Respond to your all of the responses in a timely manner. You can do this by setting up workflows to help scale the process.
Every CX program wants to gather as much insightful data as possible. We all are asked to provide our feedback multiple times every day. One day, I decided to count how many times I was asked to provide feedback. I initially thought maybe once per day, but when I counted it, I was invited to. View Article.
I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the confined space of a metal tube travelling at high speeds is the perfect environment for me to commit my thoughts into words. The irony (life is full of so many of them) in me choosing to make use of travelling time to write about my favourite subject, is that the experience of travelling on either a train
Understand what the Net Promoter Score is all about from this infographic. Learn how to ask, analyze and use NPS in the decision-making processes better. Check the real business case studies and best NPS tips from the experts.
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.
This is the latest in an innovative series where we drop into customer-obsessed cities to invite exciting brands to come and share an intimate night of storytelling about how they build legendary customer experiences, culture, and customer advocacy into their brands. August 1, 2018 – Customer-obsessed companies in Portland, Oregon met for a unique program.
Why RPA can be the Backbone for Front End Enterprise Digital Transformation. Today, in almost every major industry worldwide, there is a growing focus on developing a front end digital business strategy to automate operations, lower costs and improve customer service, and hence, the overall customer experience. Especially as emerging technologies have begun threatening long-established companies in verticals such as retail, insurance, banking, government and more, the push for automation is now
Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success. But as a CX enthusiast, where do you start? While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors)
In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?
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.
Summer’s still in full swing. But our final two journey mapping bootcamps of 2018 are right around the corner. September 12 – 13 in Boston. Our signature journey mapping bootcamp is the perfect starting point for those just getting their feet wet, of for those looking for a methodology refresh. Establish a strong foundation in the concepts and methods of journey mapping and learn how to use these maps to drive action within your organization.
I recently heard an interview with a very successful colleague who I had the good fortune of working with, in a mastermind group as a young speaker/consultant. My colleague was asked what he wished someone had told him earlier in his career? Realizing I had been there earlier in his career, I wanted to know what I should have said to him to make his success even greater, so I listened to his answer intently.
Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results. These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization.
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