Pointillist
MARCH 20, 2019
By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? Customer experience leaders often face hurdles in budget approval because customer experience ROI has not been forecasted or quantitatively expressed.
Retently
MARCH 18, 2019
Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. Given that, it’s 6 times more expensive to attract new customers than to keep existing ones – the ignorance shall turn costly.
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Waypoint Group
MARCH 20, 2019
Too busy fighting figurative fires? Upon benchmarking his native city of Boston to his adopted city of Philadelphia, Benjamin Franklin wrote the famous line “…an Ounce of Prevention is worth a Pound of Cure…” and instilled practices that were proven to reduce fires in the first place. Franklin’s efforts included the establishment of training, standardized equipment, regular fire companies, and new prevention methods including better utilization of chimney sweeps.
The DiJulius Group
MARCH 20, 2019
[Part 1 Article] The Rise of Robo Restaurants One perhaps surprising field that has taken advantage of the shift to technology is the restaurant industry, where a shortage of available workers has driven up costs and limited the ability of some restaurants to open additional locations. Spyce, a casual fast-food place begun by four MIT. Read Full Article.
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.
CXApp
MARCH 21, 2019
Key Technologies Influencing CX Today.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
MARCH 20, 2019
If you make a survey online without giving it much thought, you’ll find that your customers won’t care for it either. In fact, they’ll probably abandon your survey halfway through or avoid taking it altogether. This reaction to poor surveys is called survey fatigue. It’s not uncommon, and chances are you’ve experienced it yourself at least once. The old school, 20-question survey is no longer acceptable — customers value their time too much.
Kerry Bodine
MARCH 20, 2019
It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build a strong foundation in the concepts and methods of journey mapping. Day 2 draws on the facilitation training we provide to clients during our journey map development engagements , enabling you to extend your journey mapping
CloudCherry
MARCH 19, 2019
“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. This is the challenge that every CX leader needs to overcome. In order to prove their value to the company, secure the budget and buy-in they need to make changes, CX leaders must demonstrate an “irrefutable” connection to business metrics.
Experience Matters
MARCH 22, 2019
I just spent two days in Miami with a great group of executives who are part of the SAP CX Client Advisory Board. One of their presentations described the company’s technology transformation, and included a stream of activity around “decomplexing.” I loved seeing that! Complexity ends up oozing its way into all types of experiences.
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.
GetFeedback
MARCH 20, 2019
The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. You do this by gathering and analyzing customer insights and identifying trends and strategies to improve customer experience.
Alida
MARCH 22, 2019
In most organizations, the market research or customer insight department is seen as a support pillar for multiple divisions and as a cost center.
Customer Bliss
MARCH 21, 2019
“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Do you know what it takes to be a high-quality leader?
InMoment XI
MARCH 21, 2019
Engaging Customers with Video Many brands are now choosing to tell their stories through video, and it’s not surprising to see why. 90% of customers say video helps them make buying decisions and 64% of customers say that seeing a video makes them more likely to buy (Forbes). Consumers want and expect video content to. View Article.
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
GetFeedback
MARCH 18, 2019
When done right, self-service support material help your customers complete tasks on their own.
Alida
MARCH 22, 2019
Do you think your organization is customer driven?
NICE inContact
MARCH 18, 2019
According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. Let that sink in for a moment. When it comes to growing their business, these organizations are betting that customer experience is more important than product or branding.
InMoment XI
MARCH 19, 2019
Defining AI and Machine Learning for Enterprise CX The market is seeing a significant emphasis on the need for predictive solutions, ranging from machine learning capabilities to artificial intelligence (AI). And while many companies claim to offer these exciting new technologies, rarely do they deliver on the promise. True prediction requires more than a click.
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.
GetFeedback
MARCH 22, 2019
While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys. But before we dig into the two most popular surveys related to job satisfaction, let’s take a look at the current state of employee satisfaction, the benefits of satisfied team members, and the and the influence that
Alida
MARCH 19, 2019
Big data is big business. Enterprises are spending billions on big data. They’ve been using it to drive decision making for years now. But executives are realizing that this type of transactional customer data isn’t enough.
TechSee
MARCH 19, 2019
Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. No longer. Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues.
Kayako
MARCH 18, 2019
Introduction. While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day. While there may be some that are very specific to your company (that have to do with your product or service), there are also several that are uniform across support. In this article, we’ll talk about ten of those such customer service and support complaints, and how you can address them.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
GetFeedback
MARCH 21, 2019
So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). You’ve decided on the distribution channels and the interactions that will trigger the survey. You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. Finally, you’ve sent out the survey and you’ve sorted your respondents into Promoters, Passives, and Detractors.
Alida
MARCH 22, 2019
According to data from the McKinsey Global Institute , only one product idea out of seven will yield a successful product.
NICE inContact
MARCH 19, 2019
With more than 340,000 members nationwide, DentalPlans.com has created a fast-growing niche in dental care by marketing dental savings plans to consumers as an affordable alternative to dental insurance. The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue.
Beyond Philosophy
MARCH 19, 2019
Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. In other words, a good Customer Experience is important, but an Innovative Customer Experience is better because your customers tell stories about it.
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.
GetFeedback
MARCH 22, 2019
Happy employees result in happy customers. To identify the happiness level of your employees, you should use these two job satisfaction survey templates.
Alida
MARCH 22, 2019
Customer validation is a key part of agile product development. It helps you understand whether you have a product your customers will want to buy, as well as a roadmap to sell it.
Kerry Bodine
MARCH 20, 2019
It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build a strong foundation in the concepts and methods of journey mapping. Day 2 draws on the facilitation training we provide to clients during our journey map development engagements , enabling you to extend your journey mapping
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