CloudCherry
AUGUST 26, 2019
Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019. A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. The post A CX Snapshot: 2019 Insights from B2B Organizations appeared first on CloudCherry.
CX Accelerator
DECEMBER 31, 2018
Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! Are there too many, are they too “strict”, and in what way is it measured/are they held accountable? May 2019 be the year of authentic culture for all of us!
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators by 360Connext
NOVEMBER 16, 2018
What will happen in 2019? CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective. Which trends will matter?
CloudCherry
FEBRUARY 11, 2019
This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. An Overview. Survey Fatigue. The Solution. Get a free demo.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. How you can measure "Ease of Doing Business" & customer effort. January 15th, 2019 11:00 AM PST, 2:00 PM EST, 7:00 PM GMT
TechSee
DECEMBER 11, 2018
Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. The post How to improve you call center customer experience strategy for 2019?
NICE inContact
OCTOBER 18, 2019
Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. This year, NICE inContact has been named a Magic Quadrant Leader, evaluated with the highest and furthest overall position in both axes of measurement: Ability to Execute and Completeness of Vision.
Speaker: Irit Eizips, CEO, CSM Practice
With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. February 13th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMT By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.
Speaker: Nate Brown, Co-Founder, CX Accelerator
When your contact center can demonstrate a significant return on investment using CX terms, you are more likely to get the funding and support that you need to succeed in 2019. By the end of this webinar, you will know: How to establish an “effort-measurement” base for both the customer experience and the employee experience.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. Learn how to monitor the logical flow toward any desirable business result through this growth-building measurement framework. September 12, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT.
Speaker: John Joba and David Robbins
Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole. Derive more precise ROI calculations directly tied to company profitability, utilizing a measurement system and steady stream of financial data.
Speaker: Nitin Sharma, MBA (Market Research, Management Decision Making), CEO, Gold Research Inc.
In this webinar, we will learn to identify, track, measure, blend, and synthesize insights across multiple digital channels, to pinpoint the exact moments that matter most to your target customers. April 4th, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT How to synthesize and interpret the data collected.
Expert insights. Personalized for you.
199 
Let's personalize your content