Experience Investigators by 360Connext
JANUARY 27, 2017
Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is.
Omnicus
JANUARY 27, 2017
Customer service is changing. Today’s customer demands instant response times and accurate information. The use of A.I. like chatbots is starting to become the norm. A plethora of self-service options are also becoming the norm. Automated systems prompt the customer for responses and guide the customer toward their solution. The cloud is the silent elephant in the room that is starting to become noticed.
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Vonage
JANUARY 27, 2017
There are some companies that are recog nized for their customer service. It’s their focus, they have built their brands around it, and they’re good at it. You could say they “stay in their lane.” Some examples would be Ace Hardware (think helpful ), Nordstrom and Zappos. Are these companies known for being the low price leader? No, but that doesn’t mean that they are overpriced.
Uniphore
JANUARY 27, 2017
According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels.
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.
ShepHyken
JANUARY 27, 2017
This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. – Shep Hyken. Customers don’t want to wait on the phone for the “next available representative” anymore.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Influitive
JANUARY 27, 2017
January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on.
Esteban Kolsky
JANUARY 27, 2017
Final post (thanks for the patience while grudging through this) in the series. I wrote earlier this year that I was changing the model for my work and that I was going to be focused on five topics, with formal research agendas. I shared with you first the model for Customer Service Usage and Adoption , then the one for Data Usage in the Enterprise , followed by Artificial Intelligence in the Enterprise , and Platforms and Ecosystems.
Helen Dewdney
JANUARY 27, 2017
The Southern Railways debacle has caused misery to its many passengers. But whilst passengers are entitled to refunds for tickets purchased and not used, or for services delayed due to a rail company’s fault, are they missing out on compensation for delays as well as other issues? All rail companies are signed up to National Conditions of Travel which states that the amount of compensation offered by train companies in their Passenger’s Charter varies between them.
Esteban Kolsky
JANUARY 27, 2017
Final post (thanks for the patience while grudging through this) in the series. I wrote earlier this year that I was changing the model for my work and that I was going to be focused on five topics, with formal research agendas. I shared with you first the model for Customer Service Usage and Adoption , then the one for Data Usage in the Enterprise , followed by Artificial Intelligence in the Enterprise , and Platforms and Ecosystems.
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Amity
JANUARY 27, 2017
Lincoln Murphy recently published “ Customer Success: The Definitive Guide 2017 ” in which he defines Customer Success as occurring “when your customers achieve their Desired Outcome through their interactions with your company” There are two things I really like about this definition. One is that it puts the emphasis on interactions with your whole company and not just your product or even just your Customer Success team; a drum CS folks are always beating.
Topdown
JANUARY 27, 2017
According to a January 2017 survey conducted by CompuCom , cloud security is the top priority for IT in 2017. As cloud implementations increase exponentially, anticipating and preventing security breaches becomes more and more of a business priority, particularly in highly regulated markets like healthcare, insurance and financial services.
Maz Iqbal
JANUARY 27, 2017
I find myself in the midst of an ocean of generalities: frameworks, models, recipes, formulas, 10 steps to… Every one promising easy/quick arrival at the promised land merely by following the authors secret/revolutionary formula/recipe. Folks even turn to me, as a subject matter expert, for advice on how to craft a customer-centric strategy, create a … Continue reading "Good Strategy and Effective Execution Necessarily Involves a Sound Appreciation of the Context".
Clicktools
JANUARY 27, 2017
In the customer experience world, there is no shortage of acronyms representing various survey methodologies — CSAT, NPS, CES, CXi, etc. — as well as plenty of claims and counter-claims about which one is the best. Figuring out which method is right for your business is not an easy question to answer, but here’s some high-level information to help you make the right choice.
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Maz Iqbal
JANUARY 27, 2017
I find myself in the midst of an ocean of generalities: frameworks, models, recipes, formulas, 10 steps to… Every one promising easy/quick arrival at the promised land merely by following the authors secret/revolutionary formula/recipe. Folks even turn to me, as a subject matter expert, for advice on how to craft a customer-centric strategy, create a … Continue reading "Good Strategy and Effective Execution Necessarily Involves a Sound Appreciation of the Context".
LiveChat
JANUARY 27, 2017
Mark Zuckerberg is probably one of the most beloved leaders in the business world. With a whopping 99% approval rating from his employees , he seems to be more a superhero than a regular “boss.”. But the thing is that he looks just like an “everyday normal guy.”. If you didn’t know that he’s the Mark Zuckerberg, you wouldn’t suspect that this 32-year-old is one of the most influential and well-known CEOs on Earth.
Brad Cleveland Blog
JANUARY 27, 2017
Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver. A high level of … Continue reading → The post Calibration Is Key to Improving Quality appeared first on Brad Cleveland.
OpinionLab
JANUARY 27, 2017
The Fed claims 53% of smartphone owners with a bank account use mobile banking, while a survey of lenders reveals that mobile payments are now in moderate or high demand by 63% of customers. These numbers are only likely to increase over time, leaving financial institutions wondering: how do we adapt to and thrive in this new mobile-dominated environment?
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Brad Cleveland Blog
JANUARY 27, 2017
Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.
OpinionLab
JANUARY 27, 2017
The Fed claims 53% of smartphone owners with a bank account use mobile banking, while a survey of lenders reveals that mobile payments are now in moderate or high demand by 63% of customers. These numbers are only likely to increase over time, leaving financial institutions wondering: how do we adapt to and thrive in this new mobile-dominated environment?
Brad Cleveland Blog
JANUARY 27, 2017
Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.
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