COPC

JUNE 6, 2019

It is often said, the simple things in life are often the best. The reason that statement has held true for a long period of time is simply because the vast majority of people agree with it. Most of us embrace the theory that, with all other things being equal, simpler explanations are generally better than more complex ones. Whether it is a home-cooked meal, a trip to the beach or sitting down to watch a movie, we all like something that is, hopefully, going to bring us satisfaction – an

Customer Experience 46

Customer Experience Self Service Effort Score Banking 46

Comm100

JUNE 6, 2019

Company 161

Company Customer Service How To Customers 161

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, much to my surprise, many people are scared of this technology. It is time to lose the fear of facial recognition technology.

Banking 141

Banking Airlines Analysis Technology 141

Experience Matters

JUNE 6, 2019

I’m on my way back from Australia; the end to a very long, but wonderful road trip. I’ve had a busy couple of months, delivering speeches and training in Salt Lake City (twice), London (twice), Orlando, Madrid, Sydney, and Melbourne, in addition to remote sessions in Paris and Philadelphia. What have I been speaking about? Operationalizing Experience Management (XM).

Training 254

Training Management Customer Experience Customers 254

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.

ROI

C3Centricity

JUNE 5, 2019

Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace. This is exactly what happened to me last month. The topic? Business Growth. Most marketers will soon be leaving on their annual vacation and are realising just how little time they will have left to meet them when they return.

Brands 235

Brands Social Media Advertising Measurement 235

QuestionPro Audience

JUNE 3, 2019

Content Index. What are online consumer research panels? Definition. Why are online consumer research panels necessary: How listening and capturing authentic insights from your online consumer research panel helps: Shifting online consumer panel insights to action. Different types of online consumer research panels. Recruitment modes for online consumer research panels: Advantages and shortcomings of online consumer research panels: Advantages of online consumer research panels: Shortcomings of

Consumers 191

Consumers Industry Self Service Advertising 191

Experience Matters

JUNE 4, 2019

I was recently asked a question that I hear a lot, how do we get alignment across our large, complex organization? This is an important question since the path to Experience Management (XM) often requires large-scale change. I’m now just saying: Stop focusing so much on it. Instead of trying to gain full alignment before you begin, build it over time in an iterative manner that I’m calling Agile Alignment.

Management 189

Management Leadership Customer Experience Customers 189

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. With a background in sales and marketing, Yamini spent a lot of time talking to customers, mentioning that it was one of her favorite aspects of her job.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journeys Leadership 152

GetFeedback

JUNE 3, 2019

Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In.

Marketing 195

Marketing Customer Experience How To Sales 195

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Marketing

InMoment XI

JUNE 5, 2019

In today’s industry, there’s a constant demand for corporations to deliver a positive ROI (Return of Investment) from their business initiatives. There are many challenges when it comes to investing money into solutions, and it can be difficult to determine where efforts would be best met. Sometimes, just the very thought of taking a risk.

ROI 150

ROI Analysis Connections Industry 150

QuestionPro Audience

JUNE 3, 2019

Content Index. What is meant by international data collection? Example of the use of international data collection. The role of international data collection in market research. Why is there a need for international data collection? Factors that influence international data collection. Sample selection made easy. QuestionPro’s expert assistance in international data collection.

Data 150

Data Culture Study Survey 150

Kristina Evey

JUNE 5, 2019

Hi everyone – today is throwback tuesday. This is an oldie but extremely goodie interview I had back in 2009 … Read More Episode 52 – Loren Beck From Zappos Discusses Culture. The post Episode 52 – Loren Beck From Zappos Discusses Culture appeared first on Kristina Evey.

Culture 149

Culture 149

GetFeedback

JUNE 3, 2019

Learn how to build a customer service survey that will increase your customer response rate and get you the customer data you need to succeed.

Survey 195

Survey Customer Service Engagement Customers 195

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Customer Bliss

JUNE 4, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Chief Customer Officer 149

Chief Customer Officer Video Course Innovation 149

Uniphore

JUNE 5, 2019

As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face. Read More.

140

140

Calabrio

JUNE 3, 2019

The customer experience trend in recent years has reinvigorated the importance of human connection and elevated the contact center to a new level of importance. Contact center agents are the frontline of communication between the organization and its customers and can easily make or break a customer relationship. Modern contact centers must be able to quickly respond to customers across multiple channels, and this task has become increasingly difficult as today’s customers demand faster access t

Contact Center 140

Contact Center Leadership Culture Meeting 140

GetFeedback

JUNE 3, 2019

Learn how to build a customer service survey that will increase your customer response rate and get you the customer data you need to succeed.

Survey 186

Survey Customer Service Engagement Customers 186

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Employee Experience

CX Journey

JUNE 5, 2019

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey. The bad news is that you don't think your organization has evolved as much as you'd hoped it would by now.

Leadership 137

Leadership Culture Resources ROI 137

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. (You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

NICE inContact

JUNE 5, 2019

“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!”. What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are high. What should I do to correct them? Can I take medication for it?

Contact Center 136

Contact Center Average Handle Time Exercises Video 136

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. In fact, 72% of people feel like taking surveys interferes with their day-to-day use of a service, and 80% of them abandon taking a survey part of the way through.

Survey 186

Survey Customer Service Engagement Customers 186

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ShepHyken

JUNE 5, 2019

You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities. You may have heard other versions of this expression. One of the more humorous versions is, “Walk a mile in your customer’s shoes, and once you’re a mile away, you can say anything you want about the customer and they can’t hear you.”.

Conference 134

Conference Customer Service Training Customer Focused Customer Experience 134

PeopleMetrics

JUNE 4, 2019

The following is an excerpt from Listen Or Die by Sean McDade, P hD. Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program. B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point.

B2C 122

B2C B2B CEM Airlines 122

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology.

Consumers 136

Consumers Chatbots Contact Center ROI 136

GetFeedback

JUNE 3, 2019

Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. But only if you use them correctly. With a fast-growing business, it’s important to do anything you can to continue to boost growth and customer happiness—and customer satisfaction questionnaires are one of the best ways to do that.

Customer Satisfaction 170

Customer Satisfaction Survey Trends Effort Score 170

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history.

Connections 123

Connections Customer Centricity Consumers Culture 123

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. (You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

NICE inContact

JUNE 3, 2019

Salesforce World Tour London 2019 is over, and we at NICE inContact in UK and Ireland already are planning and looking forward to next year’s event. This was the first time that we have participated in the UK event and what a thought-provoking, hectic, yet ultimately rewarding day it was — even if the feet were a little sore at the end of the day! From the moment the doors opened at 8am until the closing, there was a vibrancy and buzz about the place which I have not seen for some time at an ind

CRM 136

CRM Culture Software Meeting 136