InMoment XI
MAY 23, 2016
After playing in a pit orchestra for 35 shows in 20 years, you start to view the world through a thick Broadway lens. As a CX professional by day, that can be both good and bad. One Monday morning I sat preparing an executive-level results presentation for a Fortune 100 client, pounding coffee to recover. View Article.
Steve DiGioia
MAY 23, 2016
This original article was written by Steve DiGioia. In a previous article I wrote about how small, seemingly insignificant comments & actions can make a difference toward creating a positive customer experience. In that case, it was just a few pleasant words from a new gas station attendant that started my day on an upbeat note. Here’s another example….
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InMoment XI
MAY 23, 2016
After playing in a pit orchestra for 35 shows in 20 years, you start to view the world through a thick Broadway lens. As a CX professional by day, that can be both good and bad. One Monday morning I sat preparing an executive-level results presentation for a Fortune 100 client, pounding coffee to recover.
Experience Matters
MAY 23, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Out of 17 utility companies we looked at, Florida Power & Light and SoCalGas tied for the top spot. Each earned a rating of 67%, which put them […].
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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.
InMoment XI
MAY 23, 2016
After playing in a pit orchestra for 35 shows in 20 years, you start to view the world through a thick Broadway lens. As a CX professional by day, that can be both good and bad. One Monday morning I sat preparing an executive-level results presentation for a Fortune 100 client, pounding coffee to recover.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
MAY 23, 2016
The customer is always at the center of the customer’s universe, which means that your own concerns, hopes, processes, branding efforts and so forth are, at most, tangential to your customers. This is a simple but hard to grasp reality. Simple because it is so direct and extreme. Hard to grasp because it is, essentially, unnatural. Those of us who work directly with customers (and those of us who design the systems that affect how your company works with customers) are human beings.
ijgolding
MAY 23, 2016
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical if they have a desire to achieve customer focused success.
Beyond Philosophy
MAY 23, 2016
It’s official. After two years of working on the deal between Charter and Time Warner Cable, Inc., Charter officially owns the most hated brand in cable provider brands, for $55.1 billion. Charter will phase out the Time Warner Cable brand, as well as Bright House Networks LLC, over time. Here’s the thing: Changing the name doesn’t change the service.
Heart of the Customer
MAY 23, 2016
What does “good” look like? It’s something that, as CX leaders, we’re always thinking of. I frequently get asked questions like, “How fast does our response rate need to be?” The easy answer is, “As quick as you can make it.” But that’s lazy! And, even worse, that lazy answer can actually harm your brand. […].
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Wired and Dangerous
MAY 23, 2016
This week we celebrate Memorial Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran. Several years ago Logan Graves posted the “Rules of Combat” out on his website.
CSM Magazine
MAY 23, 2016
This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016.
CX Workout - Ideas Blog
MAY 23, 2016
Here’s our second update from CX Fusion conference. This is a terrific presentation from another Forrester analyst, if you appreciate the connection between CX, marketing and your brand, you will love this! Highlights from a presentation by: Joana van den Brink-Quintanilha. Senior Analyst CX, Forrester Research. Johanna spoke to a room full of CX professionals eager to grow and learn.
Customer Interactions
MAY 23, 2016
Customer service organizations have always been in a continuous struggle to respond to the ever-changing landscape of customer expectations. No other industry has had to adapt and evolve more quickly to the new era of the empowered consumer, the growing number of communication channels and the challenges of the new millennial employee.
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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,
Talkdesk
MAY 23, 2016
From Left: Maya S. Horowitz , Editorial Lead. David Liang , Marketing Operations Intern. Brittany Miklos , Marketing Operations Senior Manager. Dave Ewart , Director of Demand Generation and Growth. Mica Neto , Senior Graphic Designer. Leah Kahn , Senior Manager of Event Marketing *. Adriano Belchior , Lead Video Producer. Tracy Gao , Product Marketer.
COPC
MAY 23, 2016
CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience. COPC Inc. recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs In The Know. These events featured conversations among top brands about managing the customer experience. At both workshops, COPC Inc. and Execs In The Know provided a detailed readout and analysis of the 2015 Customer Experience Management Benchmark (CXMB) survey results, with select findin
LiveChat
MAY 23, 2016
People loved watching Downton Abbey for a reason. There was something magical about following the Grantham’s family from the early 1900s and watching the transition from the Edwardian era to World War I. The important part of the series was the change in the British aristocracy. Changes in society brought them closer to the working class and forced them to recognize the importance of hard work.
transcosmos Information Systems
MAY 23, 2016
IT outsourcing is a big player within the technology industry. Despite various risks and challenges that come with the endeavor, companies continue to apply the outsourcing business model to improve their processes and maximize their investments. Here are notable statistics to take note of if you’re considering IT outsourcing for your company or are still unsure of whether to pursue it or not for this quarter of 2016: 1. 92% of IT organizations that outsource disaster recovery claim that costs a
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
MAY 23, 2016
For those who may have missed HBO’s “Last Week Tonight with John Oliver” on this past Sunday night, there was a humorous but important segment featuring America’s 9-1-1 system. I had gotten a heads up on this earlier in the week, and was anxious, albeit fully expecting this to be the average story, poorly researched and full of inaccurate assumptions around 911.
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