Confirmit
AUGUST 21, 2018
The other day I found myself in the slightly annoying position of being unable to procrastinate any further. I had to – finally – admit defeat and just well get on with a domestic DIY project that I’d been in varying stages of denial and avoidance over for a few days. This meant writing a list. And working things out. And measuring things with a tape measure.
Customer Bliss
AUGUST 22, 2018
Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores.
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One Millimeter Mindset
AUGUST 23, 2018
Do you have a customer retention scorecard? You know what I am talking about. Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Chances are, your organization already has a scorecard or two. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Do you know which factors these scorecards measure?
Vocalabs
AUGUST 23, 2018
Recreating That Airport Experience. Peter Leppik. Thu, 2018-08-23 11:32. Customer Experience. This past weekend I went to the movies on a date night with my wife. We went to the AMC megaplex to see Crazy Rich Asians. Normally we go to a smaller (and cheaper) theater that's a lot closer to home, but we had been given some AMC passes so we made the drive.
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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.
ServiceDock
AUGUST 20, 2018
One of the most common problems that leads to poorly performing Customer Experience (CX) programs is a failure to engage staff at all levels of the organisation.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
AUGUST 21, 2018
My good colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks as the broader concept of being positive, to which a smile certainly belongs and serves as a great starter. In the world of customer experience, a smile can certainly. View Article.
Experience Investigators by 360Connext
AUGUST 23, 2018
We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.
QuestionPro Audience
AUGUST 22, 2018
What is a market research panel? A market research panel is defined as a group of research participants, selected for market research studies. These research panelists help a researcher to evaluate a brand or products/services offered by the brand, thus also called brand research panel. A market research panel is a more popular option as compared to the more traditional phone interviews.
Experience Matters
AUGUST 21, 2018
We just published a Temkin Group report, ROI of Customer Experience, 2018. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies. The CX scores used in this model come from the 2018 Temkin Experience Ratings (TxR), which evaluated 318 companies across 20 industries.
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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.
Omnicus
AUGUST 22, 2018
Here’s why your omni-efforts are failing your business.
GetFeedback
AUGUST 24, 2018
This is guest post by Reuben Yonatan, CEO of GetVoIP. Most customers would rather solve problems themselves than go through the hassle of contacting customer service. According to Forrester Research , 91% of customers surveyed would use a knowledge base if it were customized to their needs. When self-service content is easy to discover and navigate, businesses not only see higher customer satisfaction rates , but they reduce support costs because customers can help themselves.
QuestionPro Audience
AUGUST 24, 2018
The 2020 presidential election will be here before we know it. After such a surprising and divisive 2016 election, there is more interest than ever into voter behaviors. While there has been a stereotype that “ all millennials are liberal ”, that may be changing. According to a recent study by Reuters , the Democratic party is losing support with millennials.
Centriam Customer Experience Lab
AUGUST 23, 2018
Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience. This paper argued that newer methodologies such as gradient boosting, deep learning, and multi-arm bandits dramatically outperform regression, text analytics, A/B testing, and other methods commonly used today.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
AskNicely
AUGUST 22, 2018
How many customer loyalty programs do you belong to? I’m not even sure I know. That’s not good news for those brands I’m signed up with, is it? They say the average person participates in 6.4 customer loyalty programs and yet is only active in 3.9. While loyalty programs promise to gain customer engagement with your brand as well as retention, and word-of-mouth, the sad truth is 53% of loyalty users admit to having quit at least one loyalty program in the last year.
GetFeedback
AUGUST 23, 2018
Read up on the best practices for responding to customer feedback, so you’re always prepared to act on input—good, bad, or somewhere in between.
QuestionPro Audience
AUGUST 24, 2018
Teens and parents have finally found something they agree on: screen time usage. In a recent report, Pew Research found that 54% of U.S. teens say they spend too much time on their cellphones, and two-thirds of parents express concern over their teen’s screen time. This is not new news. But what isn’t discussed as frequently is adult screen time addiction.
CloudCherry
AUGUST 21, 2018
In the contact center, the queue is king. We get our data from tags in the queue to learn insights. We get our happiness rankings from surveys sent out after our customer interactions in the queue. We get metrics from the actions that we take in the queue. But, shouldn’t we start to move on? As customers become more and more savvy, and our products become more technical and nuanced, shouldn’t we, too, be trying to level up our game and dethrone the king?
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.
AskNicely
AUGUST 20, 2018
This is the next in an ongoing series of stories about how businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. Does your business serve up legendary customer experiences? Contact AskNicely us. We’d love to share your story. The Karma Department. Mountain Sun Pub & Brewery. “I’m sorry, sir, we don’t take credit cards.”.
GetFeedback
AUGUST 23, 2018
Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. You get the chance to see your business through their eyes, and that brief glimpse can change the course of the relationship completely. The direction it takes all depends on how you handle the situation. We put together this quick list of best practices for responding to customer feedback, so you’re always prepared to make the most of it—whether it’s glowing, scatching, or just so-so. 1.
Beyond Philosophy
AUGUST 23, 2018
Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about your design of them. In our latest podcast , we defined some terms that describe the information that influences behavior, including: Subliminal: Something you sense but that your conscious mind did not register, meaning it is pi
Kayako
AUGUST 21, 2018
What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. Getting it right can be a game-changer for businesses large and small. According to recent research, as many as 68% of customers will turn to a competitor when they feel a company doesn’t value their business.
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.
IntouchInsight
AUGUST 22, 2018
Here are some tips to help design a comprehensive lead-nurturing plan at your next trade show.
GetFeedback
AUGUST 24, 2018
Arming your customers with self-service content saves everyone time and energy. Learn how to optimize your knowledge base for your customers' needs.
Calabrio
AUGUST 24, 2018
Best Practices C3 2018 Speaker Spotlight: Q&A with Tyler Dibble, LendingClub Share In the latest installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series, were highlighting customer presenter Tyler Dibble, senior manager of operations and workforce management at LendingClub. During his session at C3, he will be sharing how his organization is using Calabrio WFM to manage efficiency and improve the customer experience beyond the call center.
Customer Bliss
AUGUST 23, 2018
At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system? In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Storyminers
AUGUST 21, 2018
If the majority of your customers are baby boomers or Gen Zers, then marketing is a simple matter of reaching that generation where they spend the most time and in a way that speaks to them. However, what if your business targets several different generations? How do you customize your customer experience to appeal to various age groups while remaining relevant to all of them?
NICE inContact
AUGUST 21, 2018
How will we top Interactions 2018? By leading the charge in industry trends. Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them. Even more hot topics and incredible speakers. “…this is our first opportunity to come to an Interactions event. I’m blown away by the depth and breadth of the information that’s been provided here, and we’ll definitely be back.”. – Jay Baucom, Alphanumeric Systems.
Customer Guru
AUGUST 21, 2018
Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. 31. John DiJulius Follow @JohnDiJulius. John R. DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant.
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