ChurnZero
MAY 18, 2021
This is a guest blog post by Dhruv Mehta from Acquire. Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? Do you know what made Google Maps so popular? It makes it extremely convenient for anyone to find their way and distance from Point A to Point B. A good customer journey map is like Google Maps for your customers.
SmartKarrot
MAY 20, 2021
Tough times like COVID-19 have changed the general norms of business today. The new normal for the customers is to interact and shop with brands online. Having multiple channels to interact with customers is what the brands are striving for these days. 73% of the customers switch between an average of 4 channels during their purchase journey before they freeze their pick.
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inQuba
MAY 16, 2021
How leading businesses are creating value by ensuring that customers get value. Businesses are quick to talk about the value of customers, but don’t often think about value for customers. The truth, however, is that customers who get value, create business value in return. It’s important to understand value in the new economy. Did 2020 lead to customers valuing different things?
Steve DiGioia
MAY 17, 2021
Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. 1.
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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.
NICE inContact
MAY 19, 2021
With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform—and elevate—every customer interaction.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
MAY 20, 2021
PUMA revamped their digital customer journey with GetFeedback to improve their online experience and increase revenue. Learn how you can implement GetFeedback today!
TechSee
MAY 19, 2021
In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.
ShepHyken
MAY 19, 2021
Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations. It can be as simple as returning a call quickly or stepping in to help in a crisis.
Alida
MAY 20, 2021
With so many industries forced to adapt to unprecedented change over the last year, Voice of the Customer (VoC) and customer experience (CX) initiatives are becoming critical for any company to be successful. CX professionals are recognizing just how important direct communication with customers is for making decisions and navigating the business to better outcomes.
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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.
GetFeedback
MAY 19, 2021
Why employee NPS surveys are valuable for your business and how they can help provide an accurate measurement of employee satisfaction.
Comm100
MAY 19, 2021
If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. Organizations across the world have struggled with this past year. And while many hope that this will come to an end soon, it might be a while longer until everyone can be back at the office. For some companies the future is hybrid, with part or all of the workforce splitting their week between home and office.
ShepHyken
MAY 21, 2021
This week we feature an article Alexa Lemzy, a Customer Support and?Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Managing your customer service team in a way that enables employees to focus on their tasks, work effectively with their colleagues and maintain a health
Aveus
MAY 18, 2021
A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. By Medecision. There’s a growing emphasis on consumer experience across industries, and healthcare is no exception.
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.
GetFeedback
MAY 19, 2021
An overview of customer care the role it plays in the overall customer experience.
Alida
MAY 18, 2021
Healthcare consumerization is shaking up an industry many thought couldn’t be touched by changing consumer behaviors. We’re uncovering what consumerization looks like in the context of healthcare and offering four actionable takeaways that can keep care providers ahead of the healthcare consumerization curve.
Customer Bliss
MAY 17, 2021
We’ve all experienced something like this in our lifetime as customers: where parties inside of the company pass us around for resolution, or we get bounced back and forth between partners who both have their own point of view of their accountability. The most admired companies make the customer whole first. They don’t give their customer the job to navigate organization charts or partnership agreements to resolve their issue before they resolve things for the customer.
Eptica
MAY 21, 2021
Date: Friday, May 21, 2021 Author: Pauline Ashenden - Demand Generation Manager Increasing agent retention in the hybrid workplace. Published on: May 21, 2021. Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021. Stress and burnout are amongst the key reasons for this churn.
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.
The DiJulius Group
MAY 18, 2021
The greatest customer service skill is empathy. The following is a (2 minute) video of a day in the life of a client of The DiJulius Group. I bet you can relate to many of the circumstances our clients are going through personally and professionally. Excellent customer service companies train two distinct customer service skills. Read Full Article. The post The #1 way to Teach your Employees to have incredible Customer Empathy appeared first on The DiJulius Group.
Help Scout
MAY 18, 2021
Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat.
Totango
MAY 19, 2021
If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool like Zillow or Trulia to help you in your house hunt. These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. Since the purchase of a home is such a major decision, it’s useful to have a tool to help you sift through the available options and narrow down your search to just wh
Conversocial
MAY 20, 2021
Supply chains, waistbands and family relationships - all things put under a far greater strain than would be preferable since March 2020. For the purposes of this article, we are just going to focus on the first one. Over the course of the last 12+ months countries have been in fluctuating states of lockdown, creating issues around factories, transport, stores and every link in between that makes the global supply chain function.
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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.
Kustomer
MAY 20, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen and Vikas Bhambri from Kustomer are joined by Edmund Ovington to learn the secrets to breaking down language barriers. Listen to the full episode to learn more. Why Your Team Needs Language Translation Software. VP of Global Alliances at Unbabel , Edmund Ovington shares why language translation software is a hot topic in the world of CX and how leaders could greatly benefit from these servi
Beyond Philosophy
MAY 15, 2021
This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business
ShepHyken
MAY 18, 2021
The Role of Emotional Intelligence in Customer Service. Utilizing Emotional Intelligence Tools in Building Authentic Relationships. Shep Hyken interviews Robin Hills, Director of Ei4Change. They discuss the importance of emotional intelligence in customer service and customer experience. Top Takeaways: In customer service and sales, we build authentic relationships and help our customers to make the right decisions using their logic and emotions.
SurveyGizmo
MAY 20, 2021
What is SPSS? While Alchemer has powerful built-in reporting features that are easy to use and present for most online surveys, NPS survey, and employee satisfaction surveys, when it comes to in-depth statistical analysis most researchers consider SPSS the best-in-class solution. . SPSS is short for Statistical Package for the Social Sciences, and it’s used by various kinds of researchers for complex statistical data analysis.
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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.
Hello Customer
MAY 19, 2021
Organizations have multiple touchpoints which define their level of customer centricity. We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked.
Feedbackly
MAY 20, 2021
Are you disappointed in your CX program because it hasn’t been able to deliver the expected results? It could even be frustrating, especially if.
Doing CX Right
MAY 18, 2021
While Holocaust Remembrance Day passed, unbelievable stories live on through interviews of survivors. Please read lessons learned & never forget. The post What We Can Learn From A Holocaust Survivor appeared first on Doing CX Right.
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