InMoment XI
MAY 10, 2016
Recently, I had the great pleasure of meeting with over 500 CX professionals across dozens of industries at the MaritzCX Fusion Conference. We heard presentations on advancements in CX technology, consultative tools, innovative ways to present data and how to evolve your organization’s CX maturity with a deliberate plan. Amidst all of this great content.
Customer Bliss
MAY 10, 2016
Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience. Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. His success there earned him his role to lead the work across the entire Smithsonian campus. .
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InMoment XI
MAY 10, 2016
In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator.
ijgolding
MAY 10, 2016
I am extremely fortunate to be able to travel the world talking to anyone who will listen about the importance and significance of Customer Experience. Last week, I was asked to talk about the subject with Tim Elliott – presenter of the Drive Time radio show for Dubai Eye in the United Arab Emirates. It is with great pleasure that I am delivering a series of Customer Experience Masterclasses in the region and Tim wanted to know what it was all about.
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InMoment XI
MAY 10, 2016
Recently, I had the great pleasure of meeting with over 500 CX professionals across dozens of industries at the MaritzCX Fusion Conference. We heard presentations on advancements in CX technology, consultative tools, innovative ways to present data and how to evolve your organization’s CX maturity with a deliberate plan. Amidst all of this great content.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
MAY 10, 2016
In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator.
Experience Matters
MAY 10, 2016
Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWBi) based on a few of those attitudinal elements. The TWBi is based on a survey […].
InMoment XI
MAY 10, 2016
Recently, I had the great pleasure of meeting with over 500 CX professionals across dozens of industries at the MaritzCX Fusion Conference. We heard presentations on advancements in CX technology, consultative tools, innovative ways to present data and how to evolve your organization’s CX maturity with a deliberate plan. Amidst all of this great content.
Experience Investigators by 360Connext
MAY 10, 2016
One of my favorite things to do is to facilitate a co-creation session with a client and their customers. They always lead to incredible insights thanks to the honest feedback of those in the room. Recently, I facilitated a session with a B2B company that was losing a bit of ground to disruptive competitors. I bet many […]. The post Why Claims of History Fail to Impress Today’s Customers appeared first on Customer Experience Consulting.
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InMoment XI
MAY 10, 2016
In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator.
Alida
MAY 10, 2016
Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers.
Who's Your Gladys?
MAY 10, 2016
Small details make a big difference in customer service and with a little extra effort, you can create a memorable experience for your customers. The post Stellar Customer Service in Fast Food appeared first on Who's Your Gladys?
Beyond Philosophy
MAY 10, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Who’s doing this well, using innovative techniques and setting standards for others to follow?
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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,
ForeSee
MAY 10, 2016
What are some good metrics that companies use today to measure the contact center customer experience? A few come to mind that I hear prospective clients mention often before they. The post How to Measure CX In the Contact Center the Right Way appeared first on ForeSee.
Think Customers
MAY 10, 2016
These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. While customer expectations will vary based on each consumer's mindset going into an interaction and what they expect out of it, people who are paying for a high-end product or service typically have amplified expectations. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M.
Myra Golden
MAY 10, 2016
I couldn’t remember the last time I got a really good photo of my daughter, other than the many snaps I take on my phone, so yesterday I grabbed my camera and had Lauren join me in the front yard. “In front of the bird bath” I told her. “That way the evergreen will be in the background and it will be gorgeous.” She’s 16 and that means she’s tethered to her phone.
Avaya
MAY 10, 2016
According to Gartner, by year-end 2018, a customer digital assistant will recognize individuals by face and voice across channels and partners. Gartner predicts that the last mile for multichannel and exceptional customer experiences will mimic human conversations, with both listening and speaking, a sense of history, in-the-moment context, and the ability to respond, add to, and continue with a thought or purpose at multiple occasions and places over time.
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.
Provide Support
MAY 10, 2016
Building Customer Loyalty in the Internet Age. There are those who still believe that the Internet has taken all the ‘friendly’ out of today’s commerce, but for the most part they would be wrong. In fact, because everything is more accessible (sharing, reviews, product descriptions, company backgrounds and even BBB ratings) the web has enabled much more communication between customers and the businesses that serve them.
Customer Interactions
MAY 10, 2016
Contact centers supervisors face a significant, ongoing challenge of high agent turnover. Statistics show that the average annual contact center agent turnover is in the thirty percent range, with some industries reaching over seventy percent.
Talkdesk
MAY 10, 2016
What is there to say about Zuora founder, Salesforce employee #11 and widely recognized SaaS thought leader, Tien Tzuo? He is an award-winning, well-recognized leader and visionary thinker. He coined the phrase “Subscription Economy” as Zuora’s CEO, championing a shift to subscription-based business models and the complex billing structures they inherit.
CX Workout - Ideas Blog
MAY 10, 2016
The Service Profit Chain Institute Workout was delighted to launch its new SaaS platform, CX Workout , at the CX Fusion conference in Las Vegas, April 25-27, 2016. CX Workout enables qualitative data collection that feeds directly into your journey map, in addition, it offers an online dialog option to discuss specifics of how to improve the customer experience, directly with customers.
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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.
Natalie Petouhof
MAY 10, 2016
Tweet Customer Service is the New Marketing. As the lines between sales, service and marketing continue to blur, marketers are taking a leadership role in delivering a unified customer experience. Salesforce conducted a recent survey report , reporting that the majority of high-performing marketing teams (58 percent) are driving customer experience initiatives across the business, compared to 8 percent of under-performers.
CSM Magazine
MAY 10, 2016
The growth of digital channels and the complexity and value of business conducted via the web means that companies need similar capabilities to what is available to service customers who use more traditional channels: phone-based customer interactions require calls to be recorded for quality assurance and to provide a record of what was said. paper-based interactions require documents (or images of documents) to be kept so that there is a record of information and instructions that were given. b
Myra Golden
MAY 10, 2016
I couldn’t remember the last time I got a really good photo of my daughter, other than the many snaps I take on my phone, so yesterday I grabbed my camera and had Lauren join me in the front yard. “In front of the bird bath” I told her. “That way the evergreen will be in the background and it will be gorgeous.” She’s 16 and that means she’s tethered to her phone.
dscout People Nerds
MAY 10, 2016
Know the linchpin for your next product launch—feedback from first-time users.
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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?
Smith+co CX
MAY 10, 2016
The Dalai Lama once wisely mused that “Sometimes one creates a dynamic impression by saying something, and sometimes one creates as significant an impression by remaining silent.” But as I stood in Dubai airport immigration hall, with two teenage daughters and my unwell mother beside me, it was neither the silent nor the conversational staff member that greeted us.
Brad Cleveland Blog
MAY 10, 2016
The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and … Continue reading → The post The Best Managed Contact Centers: #12 – They See the Possibilities appeared first on Brad Cleveland.
NICE inContact
MAY 10, 2016
Understanding customers’ needs would be much simpler with access to a fortune teller’s mystical crystal ball. Unfortunately, in the real world there are no shortcuts to this type of enlightenment. Or are there? Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes.
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