NICE inContact
MAY 4, 2021
In the business world, customer experience has long been the focus of many efforts. From marketing to lead generation, business operation, and even customer retention, brands know all too well that the customer is the one part of the equation that can make or break their business at the drop of a hat.
Bill Quiseng
MAY 2, 2021
Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys.
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Alida
MAY 3, 2021
Companies that implement voice-of-employee (VoE) programs are usually in it to improve the employee experience (EX).
GetFeedback
MAY 5, 2021
New Salesforce integration for feedback from digital channels and new GetFeedback app for Salesforce.
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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.
Steve DiGioia
MAY 3, 2021
Tomorrow is a busy day at work. You’ve planned for it, scheduled properly, made the needed operational adjustments, and kept your fingers crossed so that everything will work out as planned. Then it happened…. The first thing in the morning you get a call from one of your key employees. She’s sick and is calling out for today. NOOOOOOO, how can this happen?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
C3Centricity
MAY 1, 2021
Denyse Drummond-Dunn · How to sell more to less: the essentials of segmentation. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. . Businesses often make the mistake of trying to sell to everyone. Are you guilty of this? Why is this a mistake? Well, if you try to please everyone you end up delighting no-one.
GetFeedback
MAY 6, 2021
Learn what the CCXP is, why it matters, and how to get it.
TechSee
MAY 4, 2021
The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format. A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. These gigs are often created to meet consumer demand via the real-time delivery of services.
Beyond Philosophy
MAY 7, 2021
I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. We took on this topic in a recent podcast by offering tips and tricks that are either free or not an additional expense for a fictional restaurant we created.
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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.
ShepHyken
MAY 5, 2021
In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and do what it is supposed to. If it doesn’t, they expect the company to stand behind its products and services. The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution.
NICE inContact
MAY 5, 2021
Artificial intelligence (AI) is the latest buzzword in the business world. Organizations are looking to AI to do everything from automating help desk responses to speeding up the development of life-saving drugs. It's true that artificial intelligence has the potential to transform business processes and outcomes, but AI isn't the answer to all of life's problems and the technology needs to evolve a lot before it can identify a cure for cancer.
Bob Hayes
MAY 5, 2021
I recently reached out to data professionals on LinkedIn to ask a series of questions about their work. Results from one of those polls revealed that 58% of data pros reported that they prefer a hybrid approach (on premises and cloud) for their tools and technologies. About a third of respondents preferred the cloud. Only 6% of respondents preferred on premises.
ReviewTrackers
MAY 5, 2021
Americans eat almost one-third of their caloric intake at restaurants, according to the U.S. Food and Drug Administration. That is almost twice the amount than the average intake in the 70’s, according to the U.S. Department of Agriculture. The number of meals eaten out increases significantly during the winter holiday season, starting before Thanksgiving and continuing through New Year’s celebrations.
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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.
Horizon CX
MAY 7, 2021
In today’s world of surveys and Net Promoter Systems, the term “closing the loop” or “closed-loop process” have become common terms in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers. There can be an extraordinary number of “loops to close” in this high-tech, high-touch, satisfaction-driven world we live in.
NICE inContact
MAY 3, 2021
Before “Star Wars” release in 1977, snooty high society cast Sci-Fi aside as a separate genre from “serious” works of fiction. It was a label delineating pulp from artistic merit. Sci-fi was B-movies—not blockbusters. That is until a galaxy far, far away came to the big screens.
Comm100
MAY 6, 2021
WordPress powers over 40% of all websites on the internet. To put this into perspective, Joomla is the second most used and only has 2.6% market share. A key reason why so many businesses use WordPress is because the software is free. But it’s so much more than that. WordPress is so popular because it is easy to use and install, is feature-rich, has strong security, and offers extensive templates and customizations.
ReviewTrackers
MAY 3, 2021
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.
Alida
MAY 5, 2021
In July 2017, the Pennsylvania Lottery launched the Pennsylvania Lottery Insiders online research community powered by Alida (formerly Vision Critical). The goal of the community, which started with a group of about 5,000 players, was to create an engaged community of player volunteers who wanted to share their opinions about all things lottery. The strategic aim of starting Insiders was to allow the Pennsylvania Lottery to gather quick, continuous feedback from engaged players about products, m
NICE inContact
MAY 2, 2021
There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. It’s not quite as simple as that, but as a generalization it’s not too far off. Employees are the driving factor behind customer satisfaction. Employee interactions set the tone for a positive or negative customer experience.
Russel Lolacher
MAY 4, 2021
Legacy is a funny thing. It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. Their bosses will ask, or they’ll ask themselves,… “What do you want your legacy to be?” But what does that even mean? As Merriam-Webster Dictionary states it: leg·?a·?cy | ?
Totango
MAY 5, 2021
It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail. By measuring customer experience, companies can easily become more educated about customer behavior and opinions.
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
Inbenta
MAY 7, 2021
Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! It’s astonishing that so many organizations fail to realize the risks of ignoring their most valuable asset. While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all.
ShepHyken
MAY 3, 2021
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. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. (Retail Customer Experience) Sweetwater Sound Inc., an online retailer of music instruments and audio gear, is dedicated to investing in an “old s
Conversocial
MAY 4, 2021
Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence.
MyCustomer
MAY 7, 2021
Engagement Is this the perfect CX tech stack?
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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.
The DiJulius Group
MAY 5, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have. You will learn: What the actual definition of.
BirdEye
MAY 4, 2021
Technological advances have enabled quick and seamless experiences for consumers across different industries. eCommerce sites offer 1-click shopping and same-day delivery. Ride-hailing apps allow users to find reliable transport with just the click of a button. It’s an age of quick and seamless experiences all around — with one exception: healthcare.
Bob Hayes
MAY 3, 2021
I recently reached out to data professionals on LinkedIn to ask a series of questions about their work. Results from one of those polls revealed that 46% of data pros reported that they work more collaboratively with their colleagues now than before the COVID-19 pandemic. About a third of respondents indicated that they work less collaboratively with their colleagues now than before the pandemic.
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