Experience Investigators by 360Connext
DECEMBER 14, 2021
It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. And some swearing they’ll never return. Customers were able to pick out their produce again at the grocery store.
Alida
DECEMBER 17, 2021
What happens when a beloved business rebrands? Or when new product formats emerge that risk alienating some audiences while impressing others?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NICE inContact
DECEMBER 12, 2021
Imagine having a gold mine in your yard and never venturing out to dig up some nuggets.
InMoment XI
DECEMBER 13, 2021
In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services. About InMoment’s Market Research and Data Analytics Approach.
Advertisement
Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Uniphore
DECEMBER 14, 2021
Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions. Through Cisco’s SolutionsPlus Program, Cisco’s customers and channel partners can purchase Uniphore’s conversational automation products to enable more efficient, frictionless and secur
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
DECEMBER 16, 2021
Being in the hospitality industry for 20+ years, and providing customer service for many more, I have learned that you win some and lose some. No customer interaction will be perfect for your business. A customer’s taste, perception, culture, expectations, etc. all boil down to “their” opinion of your product or service. What you offer is not what YOU think it is but what the CUSTOMER thinks it is.
InMoment XI
DECEMBER 16, 2021
T his article was originally published on CustomerThink. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction.
Uniphore
DECEMBER 13, 2021
Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. They also have more options at their fingertips. To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end
Bill Quiseng
DECEMBER 13, 2021
Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. You can read more about Karen at the end of her post.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Comm100
DECEMBER 15, 2021
Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. Unfortunately, these interactions have become synonymous with poor, and even terrible, customer experience (CX). . These government-to-citizen (G2C) relations have been strained even further by the pandemic, yet it’s not all doom and gloom. 2022 promises new opportunities for governments to engage the public and reclaim much of the trust that has been lost.
TechSee
DECEMBER 16, 2021
In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. There are many new ideas, initiatives, and technologies flooding the market that aim to help the industry address its myriad challenges.
Uniphore
DECEMBER 17, 2021
The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. This means that the more than 900 payers 1 in the current U.S. healthcare market must continue to transform how they interact with consumers if they want t
ShepHyken
DECEMBER 15, 2021
Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues. This translates to the customer experiencing a lower level of service, and in some cases, quality.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Beyond Philosophy
DECEMBER 11, 2021
Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing. However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition.
Doing CX Right
DECEMBER 17, 2021
Scott McKain, Hall of Fame Speaker & "Iconic " author, reveals how to create distinction to attract & retain customers and employees too. The post Distinguishing Your Brand In A Hyper-Competitive Marketplace appeared first on Doing CX Right.
Uniphore
DECEMBER 17, 2021
Where. The Star Gold Coast. When. Feb 24th & 25th 2022. Who. Ravi Saraogi Co-founder and President APAC. Join Uniphore at the Customer Contact Week event on the Gold Coast this February! Where? The 2022 CCW will be hosted at The Star located at 1 Casino Dr. Broadbeach QLD 4218 Australia. Booking information and discounts can be viewed on the CCW website.
The DiJulius Group
DECEMBER 13, 2021
The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. Read Full Article. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group.
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Zeisler Consulting
DECEMBER 15, 2021
I received another one just this morning, and you may have also. It’s an email from a company that just loves its Customers, but implores them to not write back. So emphatic are they about how important their Customers are to them that they explicitly go out of their way to forestall communications. Of course, I’m talking about the un-monitored email box.
Beyond Philosophy
DECEMBER 16, 2021
There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. . Fernando deals with this problem in his business branding and packaging for fast-moving consumer goods and consumer packaged goods (CPG).
Clarivate
DECEMBER 16, 2021
How we’re expanding support for dealing with editorial expressions of concern and retractions. Research integrity is a key part of our mission at Clarivate to be a trusted, indispensable partner to innovators everywhere. Our research data, insights and analysis are used by the world’s top research institutions, by multiple governments and by national research agencies for global research assessment, which gives us a responsibility to monitor and act where we can to ensure the integrity of our da
Myra Golden
DECEMBER 15, 2021
For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” The experiment had people ask to cut in a line of people waiting to use a copy machine. Researchers had the people use three different, specifically worded requests to cut in line: “Excuse me; I have five pages.
Advertisement
The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
ChurnZero
DECEMBER 17, 2021
Customer Success software provider, ChurnZero, announces plans to open a new office in the Netherlands to support global expansion efforts in 2022. ChurnZero, a leading Customer Success platform, today announced that it is establishing and investing in a new office in Amsterdam to help accelerate its global growth. The new office will support existing international clients, while also serving as a primary office for business development throughout Europe.
Adrian Swinscoe
DECEMBER 16, 2021
The lovely folk at Braze, a comprehensive customer engagement platform that powers relevant and memorable experiences between consumers and the brands they love., invited me along […]. The post Getting personalisation right will require marketers to do different things first appeared on Adrian Swinscoe.
Clarivate
DECEMBER 16, 2021
Throughout 2021, we brought you stories of women scientific researchers at Clarivate delivering invaluable contributions to innovation and customer success. Over the past two years, these women have done essential work in addressing COVID-19 and in helping to create a more equitable STEM field post-pandemic. Learn more. These colleagues have earned recognition and awards for excellence in their achievements in many different and specialist fields of scientific research.
Kustomer
DECEMBER 15, 2021
We’re back again with some fresh CX stories from the frontlines. In case you missed it, check out our previous issue on the blog , recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer. In this month’s edition, we discuss streamlining agent experiences by displaying relevant information, reducing manual email triage efforts and identifying appropriate contact times for customers in different timezones.
Advertisement
Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Vanilla Forums
DECEMBER 14, 2021
Key Performance Indicators (KPIs) , are always a hot topic in community circles. Community leaders want to know what, how, when, and why others are measuring anything. And frequently, it’s to learn ways others communicate value to their stakeholders. We also need to know (but often skip over) which metrics our colleagues care about and whether the data points required to calculate those metrics are even ethical for us to track.
Zonka Feedback
DECEMBER 13, 2021
NPS Survey Tools enable you to create, distribute, manage quickly and analyze NPS Surveys. These tools are seamlessly integrated with your business tools and give you responses and reports in real-time.
Kapta Customer Success
DECEMBER 13, 2021
Even when you have a team of all-star key account managers, you need replicable business processes that everyone on the team can understand and follow. This consistency doesn't just help your account managers have a framework for doing their job well. It also ensures that all of your clients have a similarly enjoyable experience that is geared toward their success.
Expert insights. Personalized for you.
372 
Let's personalize your content