One Millimeter Mindset

AUGUST 9, 2018

What is the role of internal client experiences in creating extraordinary external client experiences (CX)? Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk. With all the attention focused on acquiring and retaining customers, often the unsung heroes and heroines of this quest are located internally, within the organization.

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Innovation Culture Leadership Customer Retention 126

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world.

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Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Horizon CX

AUGUST 9, 2018

The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals. Gartner’s CX study released last May reports that 75% of organizations in its global survey have already formed a dedicated CX team.

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Customer Experience Effort Score Contact Center Social Media 100

InMoment XI

AUGUST 9, 2018

While it is not unusual for companies to implement programs that provide a method of gathering customer feedback, best practices dictate that these feedback programs should be part of an overall culture of not only listening to customers, but also following up and acting on feedback. One thing that is certain when you implement a. View Article.

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Culture Feedback Company Customers 200

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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.

Customers

Lumoa

AUGUST 9, 2018

Understand what the Net Promoter Score is all about from this infographic. Learn how to ask, analyze and use NPS in the decision-making processes better. Check the real business case studies and best NPS tips from the experts.

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Net Promoter Score Infographics Case Study NPS 160

Experience Matters

AUGUST 9, 2018

In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview. Here are links to download different versions of the infographic: Infographic: in .jpg format 18? x 24? poster: in .png format Here are some of the reports with data included in the infographic: Propelling Experience Design Across The Organization 2018 Temkin Emotion Ratings State of CX Management, 2018.

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Infographics Report Customer Experience Data 163

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

Uniphore

AUGUST 9, 2018

Why RPA can be the Backbone for Front End Enterprise Digital Transformation. Today, in almost every major industry worldwide, there is a growing focus on developing a front end digital business strategy to automate operations, lower costs and improve customer service, and hence, the overall customer experience. Especially as emerging technologies have begun threatening long-established companies in verticals such as retail, insurance, banking, government and more, the push for automation is now

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Insurance Government Banking Retail 133

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

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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.

Communication

Heart of the Customer

AUGUST 9, 2018

You probably don’t view Amazon as a competitor. That’s where you’re mistaken. When we look to build a better CX, it’s natural to focus on our people. After all, they are often the heart of our customer experience. However, while we need to ensure a strong person-to-person experience, we also need to make sure the experience is strong even when […].

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Self Service Engagement Customers Customer Experience 101

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Alliance by IFS

AUGUST 9, 2018

If you’ve heard about your competitors using field service management (FSM) software to streamline their business, you may be wondering if it’s worth the investment of your own company’s time and money. In this quick, educational video called The Benefits of a Field Service Management Solution , you’ll get the statistics on how FSM software can help you save hours, save money and increase revenue: To see how Astea’s field service solutions can help digitally transform your service offering

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Software Video Management Technology 83

Amity

AUGUST 9, 2018

Customer Success Managers are the superheroes of the SaaS world and face all kinds of challenges on a daily basis. How they overcome these challenges and keep customers successful is what sets apart a good CSM from an amazing one. So check out these tips to solve some of the most common CSM problems! 1. The CSM vs. Firefighting. As a CSM, you’re the guide to customers on their customer journey and you don’t want to let them down.

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Knowledge Base Sales Customer Success Tips 71

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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,

Tips

Second to None

AUGUST 9, 2018

The overarching goal of any brand is to encourage consistent profitability, but sometimes these profits do not tell the whole story. Not every dollar is earned equally, and if your platform is reliant upon the wrong stream of cashflow it could have permanently damaging effects. Rather than creating an organizational philosophy solely focused on improving the bottom line, the best organizations are focusing on optimizing each individual’s experience with your brand, as a tool to improve the botto

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

Playvox

AUGUST 9, 2018

As a call center manager, one of the most important parts of your job is providing feedback. Regular feedback helps agents improve their performance, stay on track to meet their goals and ensure that basic business outcomes are met.

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Call Center Feedback Tips Meeting 65

ForeSee

AUGUST 9, 2018

For over 16 years, ForeSee has partnered with agencies to help them measure, understand, and act on data to in order to transform the federal customer experience and achieve better. The post A-11 Requirements: An Opportunity for Federal Agencies to Delight Customers appeared first on ForeSee.

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Measurement Customers Data Customer Experience 61

Russel Lolacher

AUGUST 9, 2018

? When is 10 minutes not 10 minutes? The concept of time can mean different things to different people. What happens when that very concept gets in the way between a customer and a retail company? Stay tuned for a story of confused communication, hurtful hearing and a missing moment of time. This is the Customer Experience. The post CX Storytime Tale of The Time that Retail Forgot appeared first on The Upsell.

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Retail Communication Customer Experience Company 54

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.

Retail

Truthlab

AUGUST 9, 2018

Reading Time: 3 minutes Not only are the emotions of customers an ethical concern for companies, they are also a very practical concern. Users are technologically savvy and can differentiate between products that give them short-term satisfaction and those that will benefit them in the long run. They understand, for the most part, that the products they use will […].

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Customers Technology Company Customer Experience Design 54

Cyara

AUGUST 9, 2018

Part of our work in the Domain Consulting team is advising Cyara customers on their Agile/DevOps journeys. Through this process, we've identified a path to DevOps in the contact center that I'd like to explore in more detail. In the first post of this series, I talked about putting in the guard rails with design-driven assurance, and in the second, about accelerating the delivery of value.

Contact Center 52

Contact Center Consulting Data Call Center 52

Alliance by IFS

AUGUST 9, 2018

If you’ve heard about your competitors using field service management (FSM) software to streamline their business, you may be wondering if it’s worth the investment of your own company’s time and money. In this quick, educational video called The Benefits of a Field Service Management Solution , you’ll get the statistics on how FSM software can help you save hours, save money and increase revenue: To see how Astea’s field service solutions can help digitally transform your service offering

Video 50

Video Software Management 50

Russel Lolacher

AUGUST 9, 2018

?. When is 10 minutes not 10 minutes? The concept of time can mean different things to different people. What happens when that very concept gets in the way between a customer and a retail company? Stay tuned for a story of confused communication, hurtful hearing and a missing moment of time. This is the Customer Experience Storytime tale of…. The Time that Retail Forgot.

Retail 48

Retail Customer Experience Customer Journeys Communication 48

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Training

Oracle

AUGUST 9, 2018

As consumers engage with brands in a variety of channels, on their own time, and at their own pace, omnichannel customer engagement continues to be a highly sought-after goal, and measure of success, for the modern customer experience practitioner. We recently spoke with Jeremy Cox, Principal Analyst at Ovum , and asked his insight and expertise on omnichannel customer engagement, and how to effectively achieve it in today’s customer-centric world.

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Omni-Channel Customer Engagement Engagement How To 50

Up Your Service

AUGUST 9, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too. Let’s clear up the confusion and see how the UP! Your Service toolset adds clarity and power in the process.

Customer Journeys 45

Customer Journeys Net Promoter Score Culture Measurement 45

Lithium

AUGUST 9, 2018

Trying to submit your Lithy? You’re in luck, because the Lithy Award submission deadline has been extended to August 17th. You now have another week to add some final finesse to your entry and submit. And if you already submitted, KUDOS! Feel free to refine your submission if need be, and pursue another award category! If you’re still on the fence, here are four reasons why you should take the jump and submit: Industry acknowledgement: With all of that comes the well-deserved industry recognitio

Tips 40

Tips Industry Strategy Brands 40

Russel Lolacher

AUGUST 9, 2018

?. When is 10 minutes not 10 minutes? The concept of time can mean different things to different people. What happens when that very concept gets in the way between a customer and a retail company? Stay tuned for a story of confused communication, hurtful hearing and a missing moment of time. This is the Customer Experience Storytime tale of…. The Time that Retail Forgot.

Retail 40

Retail Customer Experience Customer Journeys Communication 40

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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?

Customer Experience

Lithium

AUGUST 9, 2018

Trying to submit your Lithy? You’re in luck, because the Lithy Award submission deadline has been extended to August 17th. You now have another week to add some final finesse to your entry and submit. And if you already submitted, KUDOS! Feel free to refine your submission if need be, and pursue another award category! If you’re still on the fence, here are four reasons why you should take the jump and submit: Industry acknowledgement: With all of that comes the well-deserved industry recognitio

Tips 40

Tips Industry Strategy Brands 40

Up Your Service

AUGUST 9, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too. Let’s clear up the confusion and see how the UP! Your Service toolset adds clarity and power in the process.

Customer Journeys 40

Customer Journeys Net Promoter Score Culture Measurement 40

Lithium

AUGUST 9, 2018

Trying to submit your Lithy? You’re in luck, because the Lithy Award submission deadline has been extended to August 17th. You now have another week to add some final finesse to your entry and submit. And if you already submitted, KUDOS! Feel free to refine your submission if need be, and pursue another award category! If you’re still on the fence, here are four reasons why you should take the jump and submit: Industry acknowledgement: With all of that comes the well-deserved industry recognitio

Tips 40

Tips Industry Strategy Brands 40