Tue.Jan 24, 2017

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Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

Michelli Experience

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I think does a brilliant job of innovative customer-centric design.

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A Conversation with the CCO of VMWare, Scott Bajtos – CB36

Customer Bliss

Podcast Episode Overview. One of the most interesting things about this episode to me is where Scott began his pathway to the CCO role. Namely: Human Resources. You don’t see as many CCOs come from HR, but it makes sense. One of Scott’s first key roles, for example, was building out an employee retention strategy. Employees are essentially internal customers, so the tie to working with — and providing value for — external customers isn’t as big of a leap as we som

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The Power of Purpose (Temkin Group Video)

Experience Matters

As you may know, Temkin Group has labelled 2017, “The Year of Purpose.” As part of our effort to infuse more meaning and purpose to our community, we created the Elevate Purpose campaign, where we will share relevant thoughts and research. A new piece of content is this video, The Power of Purpose. I hope that you […].

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What marketers can learn from #fakenews

AskNicely

Bruce Springsteen believes that his whole career has been built on the back of 1000 true fans. 1000 people that are so passionate about what he does that they will not only buy everything he’s selling, but much more importantly each of them will influence a thousand more people to buy some of The Boss. And a thousand times a thousand is a million and that’s a platinum record right there.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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The Power of Purpose (Temkin Group Video)

Experience Matters

As you may know, Temkin Group has labelled 2017, “The Year of Purpose.” As part of our effort to infuse more meaning and purpose to our community, we created the Elevate Purpose campaign, where we will share relevant thoughts and research. A new piece of content is this video, The Power of Purpose. I hope that you […].

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More Trending

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3 Ways to Increase Retention with Customer Feedback

GetFeedback

By analyzing customer feedback regularly, companies can stay in tune with their needs and ultimately increase retention. Here are three ways to do it.

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Ensuring a Successful Go-Live Launch for Your Call Center Technology

NICE inContact

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. While Go-Live is the culmination of months – and depending on scope, even years – of hard work, the day itself sometimes just passes us by and proves to be a bit anticlimactic. However, celebrating Go-Live and making it something to remember can reap benefits in terms of your system adoption and momentum.

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Customer service excellence demands total commitment from all departments

Vonage

I am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside when it comes to customer service excellence. When fragmentation on the inside is experienced by customers on the outside, real trouble is brewing for the brand and any changes of being known for customer service excellence.

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How Top Performing Contact Centers Will Own 2017

Storyminers

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. Big thanks to Mike Wittenstein for his willingness to speak with us and for his insightful commentary. . 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Blue Ocean Team Named Finalist in Prestigious International Business Competition

BlueOcean

Contact center agents are often the unsung heroes of customer satisfaction which makes it especially satisfying when the work of our contact center agents is recognized for excellence. On January 20, 2017 Blue Ocean Contact Centers was announced by the Stevie Awards for Sales & Customer Service as one of the five finalists for their Customer Service Team of the Year – Recovery Situation award category.

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#CX Transformation Day is Coming

CX Journey

Image courtesy of GMC Software We can all use a little help when it comes to customer experience transformation initiatives. And that's the reason GMC Software is planning for an exciting virtual event on February 7, 2017, dubbed CX Transformation Day. I'm happy to partner once again with GMC to co-keynote this event with their VP of Product, Scott Draeger.

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How Top Performing Contact Centers Will Own 2017

Storyminers

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. Big thanks to Mike Wittenstein for his willingness to speak with us and for his insightful commentary. . 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device.

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Amazing Business Radio: Steve Curtin

ShepHyken

Steve Curtin on the “Other Dimension” Necessary to Raise Your Customer Service from Ordinary to Extraordinary. Sure, you hire your people based on job function, but shouldn’t you also be hiring on job essence? Shep talks with Steve Curtin who says, “Employees consistently execute mandatory job functions for which they are paid, yet they inconsistently demonstrate discretionary customer behaviors, which are known as ‘voluntary job essence.'” In other words, your employees may be doing what

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Research Agenda 2017: Data Usage in the Enteprise

Esteban Kolsky

A few weeks back I told you I was changing the model for thinkJar , then I shared with you the agenda for customer service. This time, I am presenting you with the agenda for Data Usage in the Enterprise. First, the question everyone asks – what is Data Usage in the Enterprise. I came to this name because I am not very creative with TLA (three letter acronyms, if it has to be said) to be honest (or TBH – to stay on topic…).

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11 Customer Experience Technology Trends To Watch For Through 2020

McorpCX

Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be mainstream tomorrow.

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Research Agenda 2017: Data Usage in the Enteprise

Esteban Kolsky

A few weeks back I told you I was changing the model for thinkJar , then I shared with you the agenda for customer service. This time, I am presenting you with the agenda for Data Usage in the Enterprise. First, the question everyone asks – what is Data Usage in the Enterprise. I came to this name because I am not very creative with TLA (three letter acronyms, if it has to be said) to be honest (or TBH – to stay on topic…).

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How to Analyze Survey Data in Excel [+Video]

Genroe

While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. You can use the same techniques and approaches in Excel and in this post, I’ll take you through how to analyze survey data in Excel. Excel is a very good tool […].

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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How Can You Maximize Outsourcing?

Magellan Solutions

Outsourcing has proven benefits – everyone, from small to big business owners, has given the practice a shot at some point in their business life cycle. It’s a known fact that it reduces costs, improves productivity, and boosts efficiency. So how do you make sure that you’re able to make the most out of this arrangement? Here’s how you can maximize outsourcing: 1.

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Blindspot! What Can’t We See When Examining the Customer Journey?

Clarabridge

By Jeannie Walters, CEO and Founder of 360Connext. Understanding and overcoming common blindspots in the customer journey. You’ve dedicated yourself to understanding your customers better! Fantastic! Maybe you’ve become a survey savant or customer experience evangelist. But what if you’re missing something? What if you’re missing the ONE thing in the customer journey that will make you understand how to truly deliver an exceptional experience for your customers?

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3 success factors when implementing customer experience best practice*

CX Ahead

This article was first published on Nunwood.com – the Customer Experience Blog. It is the exclusive property of KPMG Nunwood, part of KPMG in the UK. [KPMG Nunwood believes] in identifying the driving forces behind creating great experiences and helping [their] clients implement superior experiences on the back of this insight. Understanding the DNA of […].

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Improving CSAT with Predictive Customer Service: Product Knowledge

Talkdesk

When it comes to customer satisfaction , it’s tempting to set reactionary goals: an ideal percentage of customer issues should be resolved within an ideal number of minutes or exchanges. This is a necessary part of any business and can appear to be the the best way to provide real value to buyers. In some ways it is — a caller with a product crisis wants to come to a resolution as completely and as quickly as possible.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Much Ado about Bots

Uniphore

The authoritative 2016 Dimension Data Global Contact Centre Benchmarking Report highlights that 82.5% of surveyed organizations recognize – at an executive level – that Customer Experience (Cx) is unquestionably a key differentiator and the driving force powering digital transformation strategies and implementations. The report also details the top twelve technology trends in the customer service and contact center sector.

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What Next? Tips for Prioritizing Your Automations

Verint

Has the news of your successful robotic process automation initiative spread across your organization? Are you getting new suggestions each day of processes that should be automated next? Or, are you just getting started with RPA and thinking about how you might manage the technology so that it could be used to complete numerous tasks or entire processes in the future?

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How to Implement Customer Centric Culture in Your Company

LiveChat

When it comes to delivering exceptional service, there’s a big competition among companies. Your products have a great price–quality ratio? That’s great, but is your customer service also that good? If it’s not, you can be sure that most customers who buy a product from you, won’t come back in the future. Customers are getting more and more attractive offers from different providers all the time.

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Delivering Great Customer Experience

Verint

Providing great experiences for customers has become an important goal for many companies today. They recognize that creating compelling experiences is the best way to attract, retain and delight customers; engage employees; and differentiate their company from the competition. As I have discussed in a previous blog for the Atlanta Business Chronicle , Bain & Company has conducted research that found that 80 percent of companies surveyed believe they deliver a “superior experience” to custom

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Don’t Leave Culture to Chance

Brad Cleveland Blog

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12 Steps to Create a Memorable Dealership Experience for Women

InMoment XI

There are basically two categories of vehicles currently driving the greatest profits for automakers and their retailers, trucks and SUVs. A majority of truck sales come from men while SUV/Crossover sales are driven mostly by women. Some even go as far as to say that SUV sales are being driven particularly by single women. It. View Article.

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Don’t Leave Culture to Chance

Brad Cleveland Blog

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