NICE inContact
AUGUST 26, 2021
The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change.
C3Centricity
JUNE 28, 2021
Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns. This, together with the increased economic uncertainty and loss of predictability, has driven customers online in ever greater numbers.
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NICE inContact
OCTOBER 21, 2021
In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses. Everyone is competing for customers, and you need to have more than just great products if you hope to survive and thrive in today’s world.
Comm100
FEBRUARY 19, 2021
Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to. Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. .
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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
OCTOBER 25, 2021
Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
JULY 6, 2021
For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of. But what if a chatbot was free, didn’t need any technical skill to create, and required almost no maintenance?
GetFeedback
FEBRUARY 4, 2021
Three ways to prove the return on investment of your ecommerce feedback program.
InMoment XI
DECEMBER 6, 2021
I may be dating myself here, but does anyone else remember sitting in a conference room surrounded by sets of data tables and analyses so you could then manually pull numbers, read through all the comments, and manually populate reports? And after all of that, you still had to manually tweak those reports for each audience! It took days to complete a report.
GetFeedback
MARCH 1, 2021
Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization.
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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.
eglobalis
JANUARY 27, 2021
Customer Experience and Adoption The Impact of Technology Change Requests. The post Customer Experience and Adoption: The Impact of Technology Change Requests appeared first on Eglobalis.
Experience Investigators by 360Connext
AUGUST 31, 2021
What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers?
ECXO
JUNE 15, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? Customer-centricity can’t be achieved overnight – it requires dedicated commitment from everyone in the organization as well as shifting mindsets and behaviors.
C3Centricity
DECEMBER 20, 2021
Technology is often seen by marketing as a disruptor of business as usual, but it isn’t. Technology is in fact an enabler, at least when used properly and appropriately. So what is disrupting business as usual? It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years
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.
Steve DiGioia
FEBRUARY 15, 2021
The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. Those two articles highlight the unique aspects of service the two groups offer and how they hurt or help our service efforts.
Kerry Bodine
JANUARY 27, 2021
Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil that almost guarantees the year ahead will give 2020 a run for its money. Still, the turnover to a new year brings with it a sense of optimism.
Customer Bliss
AUGUST 30, 2021
A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home. They walked past Nooyi and straight to her mom where they congratulated her on her daughter’s accomplishment. They praised her for her ability to raise a daughter who would become CEO.
IntouchInsight
JULY 29, 2021
A customer experience management (CEM) program without a measurement strategy is like having a sports car without any gasoline. Data is the fuel that powers an effective program - helping to set benchmarks, track the impact of your actions over time, and inform future initiatives.
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.
NICE inContact
MARCH 15, 2021
The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.
InMoment XI
SEPTEMBER 21, 2021
There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers. For many years, experience programs have hailed numbers as a sort of holy grail, but the reality is that numbers are no substitute for genuine human connection. None of this is to say that metrics aren’t important, but companies should remember that they can only reveal so much about why customers may be experiencing an issue or even why they remain lo
GetFeedback
JANUARY 26, 2021
Become an NPS expert with our comprehensive 4-week email course.
eglobalis
JANUARY 9, 2021
Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line. The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis.
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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.
Experience Investigators by 360Connext
AUGUST 3, 2021
Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Too often, shortcuts within the wrong areas lead to shortfalls and short-sightedness on what really matters. Customer experience management can feel like a lot.
ECXO
APRIL 28, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Tabitha Dunn guest speaker for ECXO announced. You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Taking Your CX Programme to the next level of Maturity Register in advance for this webinar.
C3Centricity
JUNE 2, 2021
We have a treat for you today. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. He writes about the importance of getting pricing right and generously shares twenty-four (!) factors to consider when pricing your product, service or solution. Over the past several decades, I have managed over 250 projects, and am currently serving as the President of Consight Marketing Group.
Steve DiGioia
MARCH 22, 2021
Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. When we have these processes down pat, we believe that’s “all we need” to ensure a steady stream of satisfied customers. But we’re leaving out a significant aspect of service and something very valuable for a customer in need.
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
Uniphore
NOVEMBER 19, 2021
By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized. We talked about topics ranging from data to destiny.
Customer Bliss
JUNE 9, 2021
“The best way to learn if you can trust somebody is to trust them.”. – Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win.
IntouchInsight
AUGUST 18, 2021
If you've followed our blog you’ll know that mystery shopping is one of the main channels we recommend for customer experience measurement. But who exactly are mystery shoppers can still cause some confusion.
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