Amity
JUNE 24, 2018
In the SaaS world, people aren’t looking to buy a product once and move on. They’re looking for a solution that will continue to provide value as the company grows. This is where customer-centric thinking plays a critical role—it ensures that your customers are at the front of your organization from product development to the post-sales process.
BlueOcean
JUNE 26, 2018
When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.
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ijgolding
JUNE 25, 2018
Since I published my new book at the end of April , I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! In fact, so much is happening in industries around the world, I and other CX commentators have been spoilt for choice.
QuestionPro Audience
JUNE 28, 2018
Market research, according to The American Marketing Association, is defined as linking the consumer to the marketer through information used to identify and define marketing opportunities and issues; generate, refine and evaluate marketing actions; and monitor performance. The most intelligent brands understand that market research and advertising go hand in hand, and promote a successful product launch.
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.
C3Centricity
JUNE 28, 2018
What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
JUNE 26, 2018
In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value. This blog will focus on true financial value of moving from a premise or hosted to a cloud native platform.
Michelli Experience
JUNE 26, 2018
Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later? Early in my career, I wrote a book about helping children develop humor skills ( Humor, Play and Laughter – Stress-proofing life with your kids ). I became a student on the topic because I wanted my children to learn how to constructively use humor to take themselves and the world around them less seriously.
C3Centricity
JUNE 28, 2018
What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years! So just how long have you been in your position?
QuestionPro Audience
JUNE 28, 2018
The month of June is named after the Roman goddess Juno, patroness of marriage and the well-being of women. Knowing that, it makes sense that June is also the most popular month to get married. If you like those interesting facts, you’ll love our top 5 infographics of June. Another month, another great round-up. 1 — PATERNITY LEAVE FACTS: DADS NEED TO BOND, TOO!
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.
NICE inContact
JUNE 28, 2018
The largest residential solar company in the U.S., Sunrun, is on the leading edge of the clean power revolution. But until recently, its contact center was stuck in another era. With the move to NICE inContact CXone, however, the company is well on its way to its mission to create a planet run by the sun. As part of a fast-growing company in a hot market, its contact center is a hard-working one.
GetFeedback
JUNE 27, 2018
Feedback is a gold mine for businesses, but sending surveys and analyzing the results takes time. How do you keep up with a constant flow of new data and insights without losing sight of your goals? With GetFeedback, you can tap into the minds of employees, prospects, customers, and partners—all though a single, powerful platform. And today, we’ve added two more features to help you streamline survey development: Multi-Language Surveys and Draft Mode.
InMoment XI
JUNE 29, 2018
Weekends in my household are often consumed by time well spent with my wife and two young children, who enjoy everything from hide & seek and board games with crazy rules, to baseball and bike riding. While I love these activities and the family memories they create, I too enjoy weekend time spent alone on. View Article.
AskNicely
JUNE 29, 2018
Portland, we heard you loud and clear. After a successful inaugural CX Obsession (with an event NPS of 68.4!), you told us you wanted more. More networking with your customer-obsessed peers, more quintessentially Portland brands (in all industries), and most importantly — more inspirational stories showcasing amazing feats of CX. Join us for our next live CX Obsession event on August 1st for all of the above and more.
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
QuestionPro Audience
JUNE 28, 2018
The month of June is named after the Roman goddess Juno, patroness of marriage and the well-being of women. Knowing that it makes sense that June is also the most popular month to get married. If you like those interesting facts, you’ll love our top 5 infographics of June. Another month, another great round-up. 1 — PATERNITY LEAVE FACTS: DADS NEED TO BOND, TOO!
GetFeedback
JUNE 27, 2018
Feedback is a gold mine for businesses. Learn how to scale your survey program and maximize your insights with Multi-Language and Draft Mode.
InMoment XI
JUNE 29, 2018
Weekends in my household are often consumed by time well spent with my wife and two young children, who enjoy everything from hide & seek and board games with crazy rules, to baseball and bike riding. While I love these activities and the family memories they create, I too enjoy weekend time spent alone on. View Article.
Centriam Customer Experience Lab
JUNE 27, 2018
Machine learning. Artificial intelligence. Big data. Deep learning. These terms have saturated the modern business lexicon and permeated the zeitgeist. What is your experience with these buzzwords? You’ve certainly read about them and likely talked about them, but have you implemented them? Are you leveraging them to improve your customer experience?
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.
AskNicely
JUNE 27, 2018
B rands that are serious about improving customer experience are those that put engagement and feedback front and center. Aligned on this vision for several years now, AskNicely and Intercom again join forces to help companies differentiate on better user experiences, empower their teams and grow faster by leveraging customer feedback, which Intercom’s Des Traynor calls “business oxygen.”.
Steve DiGioia
JUNE 25, 2018
…and 7 steps we can take to get there too! This original article was written by Steve DiGioia. The West Japan Railway Company has issued an official apology after one of its express trains left the platform at Notogawa station in central Japan 25 seconds early. Yes, you read that correctly; 25 seconds early. The commuter train left at 7:11:35 a.m., instead of the scheduled 7:12 a.m., on May 11, 2018.
InMoment XI
JUNE 26, 2018
Why & When to use Bots? Bots have been garnering a lot of attention recently. The majority of coverage has been positive but it has also garnered negative attention as it relates to Russian bots and their involvement with the 2016 election. Regardless of sentiment, bots are simply a software application that can perform tasks. View Article.
CX Accelerator
JUNE 27, 2018
Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. People with unimaginable pain enter these doors every day, and yet most will exit with new hope and authentic smiles.
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Customer Bliss
JUNE 28, 2018
Let’s face it: the airline industry is tough. It’s competitive and increasingly consolidated. (Do you remember how many airlines there were when you were a kid?) The number of domestic and international passengers rises every year—as do both costs and revenues. To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.
ShepHyken
JUNE 27, 2018
There is an old saying in the real-estate industry: The three keys to success are location, location and location. I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Of course, there is much more to delivering an amazing customer experience, but if there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that custo
InMoment XI
JUNE 26, 2018
Why & When to use Bots? Bots have been garnering a lot of attention recently. The majority of coverage has been positive but it has also garnered negative attention as it relates to Russian bots and their involvement with the 2016 election. Regardless of sentiment, bots are simply a software application that can perform tasks. View Article.
Comm100
JUNE 26, 2018
With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. Many companies have now started to realize that excellent customer service is essential to the success of the business.
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.
CX Journey
JUNE 27, 2018
Image courtesy of Pixabay Here's another age-old debate. gold or platinum? Personally, I prefer platinum. Oh wait. What are we talking about? LOL. Rules. I'm talking about rules. I still prefer platinum! On the heels of my recent post about imagining that you're a human. I thought I'd take a look at which one, the Golden Rule or the Platinum Rule, puts us into more-human and more-empathetic shoes.
Beyond Philosophy
JUNE 29, 2018
We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences. We discussed this problem on our recent podcast, and defined habits as any time your mind prepares you to respond in a certain way based on environmental cues or stimulant.
NICE inContact
JUNE 27, 2018
I was privileged to be the third at bat as part of a NICE inContact webinar series this month. My title and batting order reference are taken from the theme of the series, how to turn-around a slump in customer experience ratings. As a native New Yorker, and die-hard Yankees fan, I also had the opportunity to highlight Yankee star batter Aaron Judge in my presentation slides, an opportunity I embraced.
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