Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage? And, how often has that realization and fear-of-missing-out resulted in an impulsive appointment to a newly-created Director of Customer Experience (CX) position, dropped on an individual who has little clue as what this means

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

Steve DiGioia

SEPTEMBER 10, 2020

I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager is realistic and open to suggestions. I used to love watching the faces of new employees when I tell them that I want to hear their thoughts and views of “how we do things here”.

Tips 191

Tips Management Course Customer Experience 191

NICE inContact

SEPTEMBER 10, 2020

If Interaction Analytics is a new concept to your contact center and you are just getting to know its capabilities and value, you will be charmed by your first impression. If you are already familiar with the benefits Interaction Analytics provides, here is a chance to test your knowledge.

Analytics 156

Analytics Interaction Meeting Contact Center 156

Beyond Philosophy

SEPTEMBER 10, 2020

Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this phenomenon in a recent podcast and how we all do this. For example, I think the Luton Town Football Club is the best team in the world.

Leadership 183

Leadership Sports Brands Consulting 183

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

NICE inContact

SEPTEMBER 10, 2020

Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles. Not only will this align better to customer behavior, but it's also a lower cost alternative to phone support, an important consideration in these days of shrinking revenue.

Social Media 156

Social Media Customer Service Consumers Customers 156

Bill Quiseng

SEPTEMBER 10, 2020

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Intent on learning how to “Deliver The World’s Best Customer Experience”, I have read more books by Chip R. Bell than any other author. Several of his 24 customer service books that I highly recommend include “Kaleidoscope: Delivering Innovative Service That Sparkles,” “Sprinkles: Creating Aweso

Innovation 141

Innovation Financial Study Customer Service 141

Comm100

SEPTEMBER 10, 2020

Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!

Omni-Channel 130

Omni-Channel Social Media System Report 130

Joe Rawlinson

SEPTEMBER 10, 2020

Do you have a hobby that you cannot wait to get home to after work? Is there a way to monetize it and turn it into a profitable business? These are questions that many people ponder as they make their way home from another dull day at the office. If you think that there is a possibility that you could turn your hobby into a business, it might be time to stop daydreaming about it and make your vision a reality.

How To 133

How To Social Media Course Financial 133

Heart of the Customer

SEPTEMBER 10, 2020

On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached the fifth step: Enable Action by Removing Barriers. (Catch up on earlier posts in the series here!) According to our forthcoming work on understanding how companies improve their customers’ journeys, […]. The post Enable CX Action by Removing Barriers appeared first on Heart of the Customer.

Customer Journeys 117

Customer Journeys Company Tips Customers 117

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. Customer journey orchestration enables enterprises to engage prospects and customers at optimal points along their journeys, in real time and through the most effective channels.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Zeisler Consulting

SEPTEMBER 10, 2020

I’m a big fan, as you know, of negative feedback. I suggest that CX professionals be greedy for negative feedback. Since slaps on the back and hoorahs from your most ardent fans don’t really help you improve, you should be eager to hear “suggestions” from your Customers as to how you can better serve them. Fortunately, there’s rarely a shortage of such inputs.

Feedback 93

Feedback Comparison Knowledge Base System 93

Talkdesk

SEPTEMBER 10, 2020

Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries. In some cases, organizations saw themselves dealing with more calls while transitioning to a WFH practice.

Contact Center 109

Contact Center Call Center Financial Report 109

Plantt

SEPTEMBER 10, 2020

Plantt announces $1M Seed round, led by GoAhead Ventures, that will help improve and optimize Customer Experience and Customer Success teams, through the use of AI and automation.

Customer Success 97

Customer Success Customer Experience Customers 97

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Vanilla Forums

SEPTEMBER 10, 2020

A knowledge base has quickly become a must-have for any organization looking to deliver a stellar customer experience. In fact, a recent study found that 92% of people would use a knowledge base for self-service support if it was available. But not just any knowledge base will be able to garner top results, or deliver the best support for your customers.

Knowledge Base 90

Knowledge Base Self Service Study Customer Experience 90

One Millimeter Mindset

SEPTEMBER 10, 2020

Are you too professionally tired? Especially as you continue to ride the 2020 roller coaster of uncertainty and ambiguity. Realize that you are not alone. You have lots of company. Of course you are competent, capable and resilient! No doubt about it. Also, you are great at showing up and working hard. You know the drill: carrying on carry on. Yet the weight of all that showing, working and carrying on takes a toll on you.

Leadership 89

Leadership Course Meeting Communication 89

Feedbackly

SEPTEMBER 10, 2020

Although Customer Experience (CX) is a mature concept, it’s recognition as a standalone field with separate strategies and practices is relatively new to the. Source.

Strategy 84

Strategy Customer Experience NPS CRM 84

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. Author: Trevor Davies, Head of Products, Enghouse Interactive According to research by Contact Babel for the UK Contact Centre Decision-Makers Guide, 95% of contact centres now use call recording technology and only 1% said that they have no intention of introducing call recording in the future. 19% of UK contac

Call Recording 74

Call Recording Trends Analytics Technology 74

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Tips

Interactions

SEPTEMBER 10, 2020

What a difference a year can make. Let your mind go back in time to Q4 of last year: a time of wanton consumerism and high hopes. Post-Black Friday, shoppers pumped $730.2 billion into the US economy during the 2019 holiday shopping season. You probably contributed to this yourself, as you desperately searched in stores and online for that must-have toy or perfect present.

Retail 71

Retail Consumers eBook Customer Care 71

Solvvy

SEPTEMBER 10, 2020

Today’s economy has forced individuals worldwide to consider how they handle and keep track of their money. Consumer fin-tech companies have capitalized on this renewed focus on personal finance and many have seen a spike in activity during this period. While leading consumer fin-techs in payments, lending, and banking are always looking to provide best-in-class customer experience and multi-channel accessibility, however, significant, rapid growth can strain customer support teams, increa

Chatbots 62

Chatbots Self Service Knowledge Base Multi-Channel 62

dscout People Nerds

SEPTEMBER 10, 2020

Whatever you’re struggling with in your research practice—be it interpersonal, organizational, logistical, or methodological—we have a guide, workshop, or template for you. .

Resources 64

Resources 64

Uplight

SEPTEMBER 10, 2020

At Uplight, we’re pretty excited about our AMI-based high usage alerts & midbill updates. They can be a cost-effective complement to traditional Behavioral Energy Efficiency solutions. In the first 6 months of a pilot with a Midwestern utility, we have seen a 62% average open rate and a 9% average click rate—about 3 times the Read More. The post Video: Engaging Customers with AMI Alerts appeared first on Uplight.

Video 59

Video Engagement Customers 59

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

SurveySparrow

SEPTEMBER 10, 2020

Employees are the backbone of any organization. Too often, companies suffer from not paying enough attention to their employees. Do your employees know what your company’s goals are? Are they deeply involved in helping the company reach those goals? Good internal communication survey questions can help you find out. We understand now that work culture isn’t as simple as having a coffee machine.

Communication 59

Communication Survey Employee Engagement Strategy 59

CSM Magazine

SEPTEMBER 10, 2020

Identifying a Customer Experience Map. Satisfactory customer experience is essential for any company and entrepreneur, from a small beauty product retailer or essay writer to an international corporation. After all, you arrange all of your business aspects to satisfy your clients’ needs and generate sales. Or do you? We will help you find this out with customer experience maps.

Customer Experience 59

Customer Experience Touchpoint Customer Journeys Social Media 59

The DiJulius Group

SEPTEMBER 10, 2020

Being a leader gives you the opportunity to make a difference in people’s lives. Not only is their livelihood tied up there, but their own sense of self-worth and knowledge. So you want people to be fully engaged and excited about working for you. As a leader, you’re there to serve – not to be. Read Full Article. The post Leadership Lessons from a Legend!

Leadership 59

Leadership Groups Engagement Culture 59

NetBase

SEPTEMBER 10, 2020

Being on top of the metrics that matter to your brand is a great feeling, and it certainly applies to your brand’s social media efforts. Positioning your brand for maximum efficiency online not only helps eliminate wasted time, but parlays into an increased social media ROI through building upon what works – and discarding what does not. Here we’ll explore the why and how of conducting a social media audit by focusing on: What a social media audit.

Social Media 56

Social Media How To Metrics ROI 56

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Training

Optimove

SEPTEMBER 10, 2020

Welcome to the second part (of three) of this mini-series about the beauty of customer segmentation. And if it sounds geeky, it’s cause it totally is. In the first part, we displayed how the combination of offline and online data gives you the ability to maximize your brand’s marketing efficiency. Today we’ll discuss the influence of rule-based and cluster-based segmentation on your marketing efforts.

Trends 52

Trends Groups Customers Analysis 52

Lithium

SEPTEMBER 10, 2020

If there is one certain right now, it's that Covid-19 is affecting all our lives. For many of you it will mean a shift from the office to working from home, and for your customers, it will mean getting in touch with your brand is more challenging than it's ever been. It's no surprise social channels are feeling the impact, Vodafone recently confirmed it has seen a 50% increase in usage of it's network in several European markets, an increase it expects to continue, meanwhile Facebook and Disney

Guidelines 52

Guidelines How To Brands Resources 52

Magellan Solutions

SEPTEMBER 10, 2020

Reaching out to a global market is the goal for most businesses. However, an international customer base means communicating with people from different time zones and cultures who are speaking different languages. This is where multilingual call center services can help. With a multilingual call center, you can provide call answering services in your customer’s native language.

Call Center 52

Call Center e-support Industry Contact Center 52