Thu.May 17, 2018

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Experience? Engagement? Same Difference! Right?

Esteban Kolsky

ah, the wonders of having been there, done that, and having the t-shirt… i actually have tons of t-shirts. i have not only done many things early, that’s what comes with being an analyst for 20 years – the wonderful challenge of working with early adopters guiding them to achieve the visions we concoct, but i have also taken the time to write down summaries of what it means to do what we just did.

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Managing the Customer Experience through Financial Advisors

InMoment XI

Financial Advisors (FAs) are key to the promotion, distribution and support of a wide assortment of insurance, investment and banking products and services. From life insurance, variable annuities, mutual funds and retirement products to trust services, wealth management and an assortment of investment instruments and securities, FAs often are the connection between customers and financial.

Financial 200
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How Modern Support Impacts Customer Satisfaction

GetFeedback

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. But it’s also opened the flood gates to countless new channels. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email). Today, they might work several channels at once.

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Managing the Customer Experience through Financial Advisors

InMoment XI

Financial Advisors (FAs) are key to the promotion, distribution and support of a wide assortment of insurance, investment and banking products and services. From life insurance, variable annuities, mutual funds and retirement products to trust services, wealth management and an assortment of investment instruments and securities, FAs often are the connection between customers and financial.

Financial 200
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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Tailoring Retail Customer Experience Programs

Centriam Customer Experience Lab

When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service. In their recent article titled “The Great Retail Bifurcation: Why the retail “apocalypse” is really a renaissance” , Deloitte divided retailers into three groups—price-based, balanced offering, and premier—to help explain differences in retail business performance post-recession.

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The Other Way to Deliver Great Service: Tailoring Customer Experience Programs by Retail Segment

Centriam Customer Experience Lab

When it comes to improving customer experience, not all retailers are the same. Different business models, customer bases, and product selections prevent a one size fits all approach to providing great customer service. In their recent article titled “The Great Retail Bifurcation: Why the retail “apocalypse” is really a renaissance” , Deloitte divided retailers into three groups—price-based, balanced offering, and premier—to help explain differences in retail business performance post-recession.

Retail 150
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3 Big Themes from the Most Dedicated CX Experts in the World

Experience Investigators by 360Connext

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. I was there among them, wearing my CXPA volunteer hat and announcing some exciting things for their 60+ local networks. But per usual, I was learning from and with my peers.

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How Modern Support Impacts Customer Satisfaction

GetFeedback

Customer support looks very different than it did a decade ago. Today, agents support customers over many channels, and not all channels are created equal.

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The Future of VoC Actionable Insights: Assistance Engines

Experience Matters

Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.” During that session, I discussed a missing link in today’s VoC technology: Assistance Engines. Here’s a picture of the future that I have in mind. Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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The Future of Customer Feedback

GetFeedback

How do you close the loop and stay ahead of your customers’ needs?

Feedback 150
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4 Ways Restaurant Mystery Shopping Improves Customer Experience

IntouchInsight

Find out if your staff are delivering what customers really want with restaurant mystery shopping.

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The Top 10 Reasons Customer Journey Mapping Fails

Heart of the Customer

I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. While the practice is maturing, there’s still a lot of room for improvement. In the spirit of sharing best practices, we at Heart of the Customer put […]. The post The Top 10 Reasons Customer Journey Mapping Fails appeared first on Heart of the Customer.

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Open Up Your Organization’s Communication Channels

Second to None

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. Consumers now have many different opportunities to express their voices to brands, and if your organization is not receptive to this feedback, it could result in disengaged customers, ultimately impacting your ability to confirm long-term relationships.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How To Write Customer Experience Surveys

Answer Dash

Understanding your customers is an essential part of enhancing the way of measuring customer success. Although other methods of interaction get more attention, the tried and true customer experience survey can get you the information you need most. What should be included in a customer experience survey? Answers may differ slightly, but experts agree on most of the basics.

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Join Us at ICMI Contact Center Expo

UJET

In less than a week, we’ll be heading to the ICMI Contact Center Expo & Conference in Orlando, Florida! Make sure to stop by our Booth (#401) to learn how you can provide intuitive voice and chat support experiences to your customers across all their preferred connection points—over the phone, on your website, and right inside your mobile app.

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How Feedback Can Transform Your Higher Education Marketing Strategy

iPerceptions

Picking what university or college to attend can be one of the biggest decisions you will ever make. It represents a huge investment of time and money, all with the hope of being part of a learning environment and obtaining a degree that will lead to a successful career.

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The Magic Words Of Excellent Customer Service

Magellan Solutions

Communication is grounded on the words that we use, how we construct it, and how we deliver it. We also know that exceptional communication translates to outstanding customer service. That is because the words and phrases that we use are so powerful that it has the ability to guide or redirect our behavior towards either side: the negative or the positive.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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How the Best Ecommerce Sites Thrive in the Age of Amazon

Oracle

Online retail in the United States is booming. According to Internet Retailer and The U.S. Commerce Department , ecommerce grew 16% in 2017—a peak since 2011, when online retail grew 17.5% over 2010. To understand the drivers behind the growth in 2017, look no further than Amazon, which was responsible for 70% of the $62.47B increase during that year.

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6 Huge Mistakes That Are Hurting Your First Call Resolution Metrics

Playvox

First call resolution is such an important metric when it comes to measuring customer service satisfaction. Alongside Net Promoter Score, First Call Resolution (FCR) helps measure how effective customer service agents were in resolving clients’ issues the first time around, without customers having to call back regarding the same issue.

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Strativity Unveils A New Solution To Accelerate Organizational Transformation

Strativity

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Hackensack, New Jersey, May 17, 2018 – Strativity, a global leader in experience and culture design announces the launch of a critical tool to foster employee centric cultures resulting in greater engagement, productivity and customer experiences.

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4 Requirements For Building A Successful Digital Buying And Selling Experience

Keste

What makes a smart brand in today’s digital world? Simply put, a smart brand is one that focuses on providing a quality digital experience for everyone, regardless of market or industry.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Is NPS Right For Your B2B Company?

Waypoint Group

NPS can be quite controversial. I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and generally characterized by relationships more than transactions. Candidly, we’re not big fans of the Net Promoter Score either, but companies are looking for KPIs to report top-line performance so NPS is often debated.

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Strativity Unveils A New Solution To Accelerate Organizational Change

Strativity

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. HACKENSACK, NEW JERSEY, MAY 17, 2018 – Strativity, a global leader in experience and culture design announces the launch of a critical tool to foster employee centric cultures resulting in greater engagement, productivity and customer experiences.

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How B2B organisations can deliver winning customer experiences

Maru/HUB

B2B accounts are complex relationships with numerous stakeholders, contracts, and interactions. Any one of these can disrupt your line of business and when this happens, you want to view the feedback in real time to help deliver winning customer experiences. Find out how we can help you transform your customer experience by requesting a bespoke demo !

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All Brands Need A Full-Fledged Digital Commerce Strategy

Forrester's Customer Insights

The internet has enabled brands to sell more of their products to an ever-expanding universe of shoppers, but digital distribution has also added complexity to the relationship between brands and retailers and other channel partners. All brands need to set parameters around the digital sales of their goods, regardless of the type of brand or […].

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Experience? Engagement? Same Difference! Right?

Esteban Kolsky

ah, the wonders of having been there, done that, and having the t-shirt… i actually have tons of t-shirts. i have not only done many things early, that’s what comes with being an analyst for 20 years – the wonderful challenge of working with early adopters guiding them to achieve the visions we concoct, but i have also taken the time to write down summaries of what it means to do what we just did.

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Who Should Care About Quantum Computing?

Forrester's Customer Insights

The media has been all over quantum computing for a few years now, creating muddy waters for our clients as they try to understand this conceptually difficult emerging technology. I’ve been tracking quantum computers for about five years, but I’ve kept it off the research radar because I thought it was outside the “Should clients care?

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The Base of the Consumer Tech Stack: Tools

Forrester's Customer Insights

Sounds obvious, doesn’t it? Consumer technology and all the disruption it continues to cause can’t happen without tools. True enough. But when I invoke the word tools, I am not referring to the tools themselves, I’m referring to our human habit of creating and using tools, even defining ourselves by those tools. The actual tools […].

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