Eptica
DECEMBER 18, 2019
Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019. Author: Pauline Ashenden - Marketing Manager Christmas is nearly upon us and children all around the world are eagerly awaiting the sound of sleigh bells and the arrival of Father Christmas with his sacks of presents.
ReviewTrackers
DECEMBER 16, 2019
Does your organization really want five-star reviews across the board? It’s easy to dismiss the question as silly. Of course you want five-star reviews (!) — especially in the age of Yelp, Facebook, and TripAdvisor. If the kind of customer feedback posted publicly on online review sites and social media channels can indeed make or break your business, wouldn’t you rather everything be positive and perfect and full of praise?
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InMoment XI
DECEMBER 17, 2019
Using Video Technology to Inspire Action User generated video is becoming a ubiquitous part of modern life. According to research, consumers spend more than 80% of their screen time on mobile devices. Each and every one of us now has access to the tools needed to capture and record our thoughts, feelings and opinions on. View Article.
GetFeedback
DECEMBER 16, 2019
Having a great restaurant and serving great food at competitive prices is no longer enough. Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them. But you already know what you need to do: collect customer feedback.
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.
Innovative CX
DECEMBER 19, 2019
Investing in tools and technology to support your organization’s customer experience is important, necessary and often expensive. Sometimes, it’s also the first place some leaders start when they want to kick start improving their CX. Tools, along with people and processes make up the three-legged stool of customer experience. These three components work together to make it easier for customers to experience the true meaning of your brand promise.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Think Customers
DECEMBER 18, 2019
In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. But when it comes to quantifying and communicating the ROI of a great customer experience to other stakeholders, CX leaders are scrambling to provide answers, finds a new report from West Monroe Partners called Quantifying the ROI of Customer Experience.
Customer Bliss
DECEMBER 16, 2019
Can I be blunt? I mean, we’re friends, right? For longer than you can imagine, I’ve been on the front lines of corporate efforts to be more responsive to customers, which also implies to be more successful in the marketplace. Here’s the lesson I’ve learned: No amount of tactical improvements will elevate your company above all others. The only thing that will do this is to have a vision of how your company will be viewed 20 years or more from now.
Upstream Works
DECEMBER 18, 2019
There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade. The coming decade will likely bring just as much change, and in our view, the best way to understand that is through the lens of digital transformation.
Steve DiGioia
DECEMBER 16, 2019
The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves.
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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.
Heart of the Customer
DECEMBER 20, 2019
To prepare for our upcoming Customer Journey Mapping Workshop in February in the Dallas/Fort worth area, I spoke to past workshop participants and now certified journey mappers to reflect on their most important learnings, now that they are six months in. Here is what they said: The ability to see our business from the patient […]. The post Why You Should Know How to Journey Map appeared first on Heart of the Customer.
PeopleMetrics
DECEMBER 16, 2019
Is your bank growing through acquisitions? If the answer yes, you know that mergers and acquisitions are never easy. Banks do their best to focus on systems, processes, employees and customers – ensuring alignment and smooth transition. But in our experience, customer experience typically takes a hit. If you are going through a merger or acquisition and measuring NPS, it's not unusual to see a 10 to 40-point dip in your scores.
ShepHyken
DECEMBER 20, 2019
This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit. Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line.
Totango
DECEMBER 19, 2019
Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers. When you have customer loyalty, you have the basis for an ongoing relationship that generates customer lifetime value. Thanks to the digitization of business, your customers have more choices than ever before.
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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.
Gainsight
DECEMBER 19, 2019
It’s December. For us software people, that means it’s time for three things: Holiday fun. Closing Q4 and…. Microsoft Excel! Or Google Sheets. Or Pyspread (where my Python people at?). What I mean by that is it’s budgeting season ! Who’s fired up? Anyone? Okay, go with me for a bit…. Thousands of customer success leaders around the world are right now in “fun” discussions with their CFOs.
ShepHyken
DECEMBER 18, 2019
Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading my recent Forbes article. Without any further delay, here are ten more ways to create a better customer experience in 2020.
Beyond Philosophy
DECEMBER 20, 2019
Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome.
Myra Golden
DECEMBER 15, 2019
My husband and I were sitting at the big boardroom table at the closing office. We’d just sold our first home, and we were now closing on our new home. We thought we were in great shape, but, something went wrong. The bank didn’t transfer the money for the purchase of our new home. I called our mortgage broker, who had handled every detail up to this point.
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.
CSM Magazine
DECEMBER 18, 2019
Everyone who has ever held a job is familiar with burnout, but studies suggest that customer service workers are at a higher risk of experiencing symptoms of stress and exhaustion due to the intensely demanding nature of their work. Customer service burnout is thus worryingly common. Dealing with dissatisfied customers and having to mediate complicated incidents on a daily basis make customer service positions emotionally taxing.
Kitewheel
DECEMBER 18, 2019
Three predictions that will impact the customer journey in the next year. The art and science of customer journey orchestration has evolved over the past decade. The new year and new decade ahead promise to bring even more changes. Why should you care about these changes? Simple. The customer journey matters because the customer experience matters. In a world where customers are more than happy to leave a brand after one bad experience , delivering a great customer experience is table stakes.
InMoment XI
DECEMBER 20, 2019
Experts Share Best Practices for Survey Design It can be tough to set up a survey. After all, there are many factors that prevent or encourage customers to share their experiences. Our experts at MaritzCX have pinpointed the tips and best practices that will effectively guide you to be successful when building and administering surveys. View Article.
GetFeedback
DECEMBER 16, 2019
In this article we explore five reasons why you need to collect customer feedback if you work in the food industry.
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.
Experience Investigators by 360Connext
DECEMBER 17, 2019
2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond. And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so!
NICE inContact
DECEMBER 20, 2019
How will Artificial Intelligence (AI) affect your contact center? Whether you’re looking to impact operational costs, keep up with the competition, improve efficiencies, reduce the volume of agent interaction or improve the overall customer experience, AI is going to make a measurable impact.
BlueOcean
DECEMBER 16, 2019
Heading out of the office this holiday to grab some eggnog and enjoy the lights? While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in co
Alida
DECEMBER 19, 2019
The past three weeks have been a whirlwind. I can't thank everyone enough for the warm reception I've received as the new CEO of Vision Critical. It is an honor to lead Vision Critical and be part of what will become an amazing growth story in the CXM market. I love working alongside our customers to drive solid outcomes, and I already feel a powerful connection with our employees, partners, and clients as we continue our transition to a leader in the customer experience management (CXM) field.
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Uniphore
DECEMBER 17, 2019
Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list. We see this in our personal lives, and in our contact centers, as we struggle with dozens or more usernames and passwords to remember. Now imagine the headaches of working in an environment that requires an agent to maintain hundreds of logins?
NICE inContact
DECEMBER 16, 2019
A Hosted PBX (private branch exchange) is a software application that resides in the cloud and routes incoming and outgoing VoIP (voice over IP) phone calls.
Comm100
DECEMBER 16, 2019
Ah, the end of another year. It’s a time for reflecting on the recent past and thinking forward to what the new year might bring as you sip a hot beverage and gaze out a window into the cold. At Comm100, we look back at which of our content pieces were the most popular and think about what this tells us about trends in customer experience, conversational AI, and support centers in 2019.
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