InMoment XI
DECEMBER 14, 2016
What do you expect will have to change in your CX program a year from now? In your company in the next year, the following will assuredly happen: Customer needs will not change at all Operations will not implement any process improvements Customers will not encounter any meaningful issues that you are not aware of. View Article.
Experience Matters
DECEMBER 14, 2016
People are always asking us about the correlation between customer experience and business results. While we recommend that companies examine this relationship for their specific company, we’ve done extensive industrywide analyses on the topic. At the bottom of this post we’ve assembled a number of industry-specific charts that you can download and use.
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InMoment XI
DECEMBER 14, 2016
What do you expect will have to change in your CX program a year from now? In your company in the next year, the following will assuredly happen: Customer needs will not change at all Operations will not implement any process improvements Customers will not encounter any meaningful issues that you are not aware of.
ijgolding
DECEMBER 14, 2016
Do your people ‘make’ your company? Do your people ‘make’ your Customer Experience’? Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Their new advertising campaign caught my attention a couple of weeks ago – it did so because I found it extremely unusual.
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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.
Experience Matters
DECEMBER 14, 2016
People are always asking us about the correlation between customer experience and business results. While we recommend that companies examine this relationship for their specific company, we’ve done extensive industrywide analyses on the topic. At the bottom of this post we’ve assembled a number of industry-specific charts that you can download and use.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
DECEMBER 14, 2016
Change is hard. As humans we are creatures of habit. Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Studies have concluded that 70% of change initiatives fail for a wide variety of reasons.
Beyond Philosophy
DECEMBER 14, 2016
Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. Now, some of these companies are experiencing a plateau in their NPS score. They no longer see it climb the way it once did.
Esteban Kolsky
DECEMBER 14, 2016
In the perpetual search for a better model to share research, news, reviews, and more I am “formally” changing what I do. I am, for the first time since Gartner, creating a research agenda. There are five topics in it right now: Customer Service Adoption and Usage. Data Usage in the Enterprise. Artificial Intelligence in the Enterprise. Platforms and Ecosystems.
Wired and Dangerous
DECEMBER 14, 2016
We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept. From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries.
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.
ShepHyken
DECEMBER 14, 2016
When it comes to customer service, everyone can be a leader. You do the right thing, because you know it’s the right thing to do. Others notice and admire you. With that in mind, what I’m about to share isn’t as much about customer service (although it could be) as it is about stepping up with the characteristics and traits that can make you a leader – someone others want to emulate and act like.
Amity
DECEMBER 14, 2016
In the always-on world of SaaS, the role of customer success varies across companies and industries. Some teams are responsible for onboarding and training. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. There are even more functions beyond those, but the point is: customer success is still being defined.
Esteban Kolsky
DECEMBER 14, 2016
In the perpetual search for a better model to share research, news, reviews, and more I am “formally” changing what I do. I am, for the first time since Gartner, creating a research agenda. There are five topics in it right now: Customer Service Adoption and Usage. Data Usage in the Enterprise. Artificial Intelligence in the Enterprise. Platforms and Ecosystems.
ForeSee
DECEMBER 14, 2016
We are thrilled to announce the release of the 2016 ForeSee Experience Index today. For 12 consecutive years now, ForeSee has applied its CX measurement model to report on holiday. The post Why the new ForeSee Experience Index is the most valuable retail CX research of 2016 (report) appeared first on ForeSee.
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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,
LiveChat
DECEMBER 14, 2016
Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. Customers who will think about the company will think about how you treated them and whether you helped them before thinking about the company’s marketing message. It’s definitely a daunting task. And one that shouldn’t be taken lightly!
InteractionMetrics
DECEMBER 14, 2016
What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of.
The DiJulius Group
DECEMBER 14, 2016
The DiJulius Group Welcomes Lisa Duran, CXC Due to our rapid growth in Customer Experience consulting, The DiJulius Group (TDG) has added another Customer Experience Consultant, Lisa Duran. Lisa has been working with the X-Commandment methodology since 2012. She is also an instructor in the CXE Academy. *The following is written by Lisa Duran, CXC […].
Kate Nasser
DECEMBER 14, 2016
JOIN People Skills global Twitter chat Dec. 18th 10amET/3pmGMT to discuss relationships & relationship time. Host: Kate Nasser, The People Skills Coach™. The post Relationships – Vital or Passé? JOIN #PeopleSkills Chat Dec. 18 appeared first on KateNasser.com.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
InteractionMetrics
DECEMBER 14, 2016
What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of. Unfortunately, organizations run a high risk of tunnel vision, […].
Confirmit
DECEMBER 14, 2016
"I look to the future because that’s where I’m going to spend the rest of my life” - George Burns. Customer experience has hit the mainstream and with 2017 just around the corner, it’s time to start thinking about what the next developments will be for CX professionals. While the Voice of the Customer delivers huge insights in to the customer experience, simply gathering feedback and making tactical changes just isn’t enough anymore.
InteractionMetrics
DECEMBER 14, 2016
What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of. Unfortunately, organizations run a high risk of tunnel vision, […].
Verint
DECEMBER 14, 2016
Tis the season to take stock of where things are—and CX programs are no exception. The New Year is a good time to ask if your organization’s customer experience is reflecting well on your brand. Is there room for improvement? Over the years, one question has become an integral part of my process of closing out one year and beginning a new one: What will the brand’s promise and purpose be in 2017?
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Brad Cleveland Blog
DECEMBER 14, 2016
The post 5 Secrets of Accurate Scheduling in Today’s Contact Center appeared first on Brad Cleveland.
Eptica
DECEMBER 14, 2016
Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. Author: Dharmesh Ghedia Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service. According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year.
Daniel Group
DECEMBER 14, 2016
Key Performance Indicators (KPIs) can be invaluable in helping companies manage progress towards their goals. A KPI answers the question “Are we on track?” with a single metric. Put enough KPIs on a dashboard, and you’ve struck management gold: a. Read More. The post Customer Experience KPI’s: Unintended Consequences (and How to Avoid Them) appeared first on The Daniel Group.
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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?
Michelli Experience
DECEMBER 14, 2016
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