Experience Matters
OCTOBER 5, 2016
Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format Filed under: CCXP3 Organizational Adoption […].
InMoment XI
OCTOBER 5, 2016
To me, one of the most important aspects of the customer experience (CX), that should be highlighted on CX day, is listening. When a company first starts out, it’s easy to listen. The gap between those who can make a difference and the customer is small. However, as a company grows larger and more successful, View Article.
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Experience Matters
OCTOBER 5, 2016
As part of our CX Day celebration, we’re giving away this free eBook: 25 Tips For Tapping Into Customer Emotions. Here’s the executive summary: Emotions play an essential role in how people form judgments and make decisions. Consequently, a customer’s emotional response to an experience with a company has a significant impact on their loyalty to […].
InMoment XI
OCTOBER 5, 2016
To me, one of the most important aspects of the customer experience (CX), that should be highlighted on CX day, is listening. When a company first starts out, it’s easy to listen. The gap between those who can make a difference and the customer is small.
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Experience Matters
OCTOBER 5, 2016
To help celebrate “The Year of Emotion” on CX Day (and beyond), Temkin Group created this fun, short video: Start Talking About Emotion. The bottom line: Add the Five A’s of an Emotional Response to your vocabularyFiled under: Customer Connectedness, Customer experience, Emotion, Temkin Group Video.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
OCTOBER 5, 2016
Whilst there are still some business leaders around the world who are yet to believe it, most organisations have woken up to the importance of continuously listening to the perception of the customer. It seems so obvious that a company or business should constantly monitor how its customers feel about what it is doing, but it would amaze you how many are not doing so.
NICE inContact
OCTOBER 5, 2016
In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. In honor of National Customer Service Week , we are going to take a closer look at things, from the CSRs’ perspective.
Kerry Bodine
OCTOBER 5, 2016
Happy Customer Experience Day! I hope you and your organization are joining one of the many CX Day celebrations around the world. To celebrate today’s global focus on customers, we’re offering a $50 discount on our upcoming customer journey mapping workshop , November 2 & 3 in San Francisco. Combined with our early bird registration, you’ll save $150 in total!
Win the Customer
OCTOBER 5, 2016
It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can. Here are four mistakes that can ruin your business in the eyes of its customers.
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ShepHyken
OCTOBER 5, 2016
Last week I wrote about the Un-WOW. After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve.
Amity
OCTOBER 5, 2016
Launched in 2014, Typeform has already reached over 1.5 million users worldwide and is not planning on slowing down anytime soon. The Southern European startup based in Barcelona is on its journey to making things a little more human with game-changing forms, surveys, and more. Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since it
Calabrio
OCTOBER 5, 2016
As consumers, we all love the convenience of online self-service. We can buy products or find information online, 24/7, in our PJs, from our patio, if that’s what we want do. We’ve come to expect immediate gratification via electronic service delivery. Yet the more we progress technologically, the more personally disconnected we become. We’re more reclusive, more sedentary.
Forrester
OCTOBER 5, 2016
As analysts, we frequently get asked by clients and practitioners to recommend books they can read on various CX topics. So, in the spirit of CX Day, we (the CX analysts at Forrester) assembles a list of some of our favorite CX-ralated books to share with the A fewCX community. We hope you find them as inspiring and helpful as we have. Enjoy! General CX Read more.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Topdown
OCTOBER 5, 2016
In “ CMTO Agenda: The C-Suite's Newest Member Takes On Customer Experience ,” Sheldon Monteiro ( @sheldon_tm ), senior VP and chief technology officer at SapientNitro, writes: “In today’s digital world, experience makes all the difference. Any organization can compete on product, price, place and promotion, but none can duplicate how a brand makes the customer feel.
Forrester
OCTOBER 5, 2016
In its early days, the online travel industry focused on speed, ease-of-use, and cost-effectiveness. That was a great start but it didn't go far enough: Travel is a complex and often daunting purchase decision -- one layered with conflicting emotions like aspiration, excitement, and even fear. How has the industry evolved to deal with the emotional aspects of the travel experience?
Avaya
OCTOBER 5, 2016
The rise of digital transformation, along with growing application and data center needs, has placed more security demands on enterprise networks than ever. So much so that half of CEOs believe their industry is going to become “ substantially or unrecognizably transformed by digital.”. These dynamic changes are significant for IT managers, as they are responsible for expertly managing today’s increasingly complex networks.
Forrester
OCTOBER 5, 2016
Last week, my colleague Rick Parrish discussed the stagnation in CX for Canadian brands from our Canada 2016 Customer Experience Index™ In this post, I'll explore another big finding from our research: The way an experience makes customers feel has a bigger influence on their loyalty to a brand than the effectiveness or ease of the experience.
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.
Avaya
OCTOBER 5, 2016
More than 90% of businesses say they have some sort of cybersecurity framework in place, but here’s the truth: a network security strategy will never be effective if a company’s underlying architecture isn’t what it needs to be. Traditional, hierarchical, client-server architecture is simply not built to support today’s next-generation network, or protect against the increased risk of exposure inherent in it (this is something I recently blogged about for the Huffington Post ).
Helen Dewdney
OCTOBER 5, 2016
Customers who bought tickets for economy cabin on short-haul and domestic flights from Heathrow and Gatwick flying from January 11, 2017, and from London City and London Stansted by summer 2017 are being stung. On the 29 th September this year BA announced to great fanfare that it had partnered with Marks and Spencer. The new British Airways menu, will replace the airline’s current complimentary snacks, includes items from the M&S Food on the Move selection.
Kate Nasser
OCTOBER 5, 2016
Leadership service vs. comfort is our People Skills global Twitter chat SUN. Oct. 9th. JOIN Kate Nasser, The People Skills Coach™ & community at 10amET w/ hashtag #PeopleSkills to explore how leaders can focus on service vs. their own comfort. The post Leadership Service or Comfort? JOIN People Skills Chat Oct. 9 | #PeopleSkills appeared first on KateNasser.com.
Talkdesk
OCTOBER 5, 2016
This year, bots and the rise of popular messaging apps such as Facebook Messenger have dominated online media conversations around trends in technology and communication. From Forbes and The Economist to Time magazine — everyone is talking about the artificial intelligence (AI) online chat tools that use a combination of machine learning and language processing to predict with more than 90 percent accuracy what someone types and needs.
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ForeSee
OCTOBER 5, 2016
Laura Sharkey is Senior Manager of eCare and Customer Experience for Time Warner Cable. Her role at the company includes managing the Voice of Customer (VoC) program, including a focus. The post VoC Leaders: How Time Warner Cable socializes ForeSee data & more appeared first on ForeSee.
The DiJulius Group
OCTOBER 5, 2016
There is an Uber Coming to Every Industry Customer Service has never been more important than it is today. Today is known as the digital disruption era. Understand this: there is an Uber coming to every industry. The more you intersperse technology between the customer and the company, the more you create complex systems prone […].
MyCustomer
OCTOBER 5, 2016
Engagement How to use customer personas to build journey maps.
Customer Interactions
OCTOBER 5, 2016
On This CX Day, We Look to the Future of CX
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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?
LiveChat
OCTOBER 5, 2016
Have you ever wondered how productive you are? How much of your time you’re slacking off and how much time you’re spending on working or studying? I bet that you’re thinking with guilt about the last time you were supposed to study, but you ended up browsing through your Facebook wall. Or about how you were supposed to finish the report, but you’ve come across “People are awesome” on Youtube.
Forrester
OCTOBER 5, 2016
Happy CX Day! As part of our CX Day celebrations, which include a very special episode of CX Cast, and a comprehensive CX reading list that doubles as a holiday gift buying guide for the CX pro in your life, we are launching a new report: Why CX? Why Now? In collaboration with my colleague, Sam Stern , we looked at why now is the time for CX pros to convince executives and colleagues at their organizations to double down on improving the customer experience.
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