Experience Investigators by 360Connext
MARCH 24, 2020
It feels a little tricky to try to predict anything these days… but I’m going to ask you to try. Knowing how much uncertainty is out there, it can be tempting to throw up our hands and say our customer experience is on hold indefinitely. But of course, that’s not the case. Your customer experience happens whether you are planning it or not.
InMoment XI
MARCH 24, 2020
Little Things Make a Big Impact on CX It’s the little things that make the biggest difference in customer experience. Dave Fish, CEO of CuriosityCX, outlined a series of 3 “little” things that make a big impact on CX: 1. Words Matter The words you curate to connect with your customer can be the make. View Article.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Uniphore
MARCH 24, 2020
Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic.
Calabrio
MARCH 24, 2020
Last week I talked about how we at Calabrio are approaching the impact of coronavirus on our employees, as well as our employee-customer collaboration. Since then, we have seen a huge amount of engagement across our Teams channels, a reduction in the concern about working from home and rewarding online workshops with customers. Virtual meetups and coffee breaks are also going strong.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Alida
MARCH 24, 2020
For SMUD , a community-owned, not-for-profit electric service provider in Sacramento, California, supporting carbon emission reduction in the environment is a priority. That’s why the organization is constantly innovating and exploring ways to encourage its customers to convert their current energy systems from gas to electricity.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Oracle
MARCH 24, 2020
In the Experience Economy , customers are driving innovation, and digital marketers are challenged to capture a customer’s attention as soon as they can, and hold it — as there’s always another marketing message on the horizon. Thus, marketers need to stand out, but how can they? Data, making use of emerging technologies, content, and customer-centricity all play huge roles in these 6 digital marketing trends that are reshaping the customer experience in 2020.
UJET
MARCH 24, 2020
As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. The first thing support organizations need to do is trust employees. The second is to provide the tools and guidance to complete the necessary tasks. Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consu
ShepHyken
MARCH 24, 2020
Marketing and the Customer Experience. How to Craft Your Marketing and Experience for Today’s Customer. Shep Hyken interviews Mathew Sweezey. They discuss his new book, The Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media , in addition to strategies for contextualizing marketing and how it affects the customer experience.
UJET
MARCH 24, 2020
As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. The first thing support organizations need to do is trust employees. The second is to provide the tools and guidance to complete the necessary tasks. Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consu
Advertisement
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.
Perkville
MARCH 24, 2020
Retaining members during this challenging time is everyone’s top priority. Solution One Partners would like to help Perkville clients by providing their rewards platform for two months at no charge or obligation. This offer is only available to new Solution One Partners customers.
One Millimeter Mindset
MARCH 24, 2020
Today I’m giving a shoutout to the remarkable HR storytelling I’m reading on LinkedIn. After all, who else but human resource professionals understand how best to drive employee engagement and workplace wellbeing? Even when the workplace becomes virtual and home-based. What’s important about the stories CHRO’s and managers share are that these stories are simple stories, human stories.
Talkdesk
MARCH 24, 2020
In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. . A true AI-powered knowledge base benefits: Customers.
Totango
MARCH 24, 2020
Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. This breakdown helps turn the sprawl of an ongoing customer relationship into a series of clearly defined stages that ensure every action you undertake is aligned with generating customer value.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Myra Golden
MARCH 24, 2020
My roller bag is stowed away like winter sweaters. But the work continues. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. You can expect a rise in customer frustration and significant increases in escalations to supervisors.
Customer Enthusiast
MARCH 24, 2020
Nearly every sophisticated organization has gone to great lengths to craft a mission, vision, or purpose statement together with a set of guiding principles or values to direct its course, during good times and bad. Even so, in both my formal and informal employee polls (at all levels of the organization), most cannot recall these […]. The post When values are clear, decisions are easy appeared first on Steven Curtin.
SurveySparrow
MARCH 24, 2020
There are only 4 reasons why things fail: Lack of focus, lack of accountability, lack of simplicity and lack of transparency. SurveySparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Gordon Tredgold, a business leadership expert. Today, we’ll have the opportunity to pick Gordon’s brain about why projects fail and what we can do to give our projects a better chance at success.
ChurnZero
MARCH 24, 2020
4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . Hierarchy and injustice can often be seen to go hand in hand. Even the word hierarchy can instantly make people feel uncomfortable, turned-off, or even angry. People that constantly pull rank can be the killer of creativity and innovation, and make any work environment toxic.
Advertisement
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,
dscout People Nerds
MARCH 24, 2020
Starting, transitioning to, or optimizing your remote research workflow? Take a few tips from UXR leaders at Wells Fargo, LinkedIn, Credit Karma and more. .
Centercode
MARCH 24, 2020
Feeling the distance? We feel it, too. In light of the Covid-19 pandemic, we Centercoders have packed up our desks and taken shelter at home as we, like the rest of the world, ride out these bizarre times. While we are and have always been fully equipped to take our show “on the road,” the transition from a lively and bustling open office to our homes has taken some getting used to.
Bizagi
MARCH 24, 2020
Robotic Process Automation (RPA) is increasingly being used by businesses to carry out basic, repetitive tasks that would ordinarily be carried out by humans, such as form-filling and calculations. With its promising ability to increase operational efficiencies, many organizations are already using the automation technology. According to a survey of 450 companies by consulting firm Protiviti, all of which use and profess to be at least “knowledgeable” about RPA, all said they plan to expand thei
Centercode
MARCH 24, 2020
Feeling the distance? We feel it, too. In light of the Covid-19 pandemic, we Centercoders have packed up our desks and taken shelter at home as we, like the rest of the world, ride out these bizarre times.
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.
Uplight
MARCH 24, 2020
When Uplight was founded this summer, one of the first things that we knew we wanted to do was to bring everyone together to chart the new Uplight Way. The planning squad selected Colorado Springs for around 350 employees from India, Boston, Vancouver, Seattle, Boulder, Denver, Washington DC, and more places to convene. Our flights, Read More. The post The Uplight “Upsite”: Employee Meeting in the Time of the Novel Coronavirus appeared first on Uplight.
Perkville
MARCH 24, 2020
Last week we announced the Stay Safe Page feature. It's a temporary feature which can give your members points for whatever you like, once per day, powered by the honor system. You can turn it on in your advanced settings.
FiveStars
MARCH 24, 2020
Around the country, small businesses are faced with the incredibly challenging decision of whether or not to remain open. Fivestars data shows a 70% decrease in foot traffic across our network of 14,000 businesses, as many U.S. states have begun mandating that “non-essential” businesses stay closed. As small business owners reconsider their business models during […].
NetBase
MARCH 24, 2020
Consumers are embracing the Evolving Food Delivery Market – especially as COVID-19 continues to spread. And food chains and eateries are scrambling to fill orders, as long as they can stay open. Today’s fast-paced society requires businesses to constantly evolve in order to meet the demands of consumers. Restaurants must realize this dog-eat-dog mentality, or face landing belly up as technology and the economy threaten to leave empty chairs at empty tables.
Advertisement
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.
Myra Golden
MARCH 24, 2020
Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Step into this course and learn how to create positive conversations with challenging customers. .
Forrester's Customer Insights
MARCH 24, 2020
How will the technology channel be affected by the COVID-19 pandemic? Read a list of likely scenarios and what it could mean for the long-term.
MyCustomer
MARCH 24, 2020
Why CX can't be a sole source of differentiation. Chris Ward. Tuesday, March 24, 2020 - 09:24. Customer experience management. Customer journey. Why customer experience can't be your sole source of competitive differentiation.
Expert insights. Personalized for you.
110 
Let's personalize your content