InMoment XI
JANUARY 11, 2016
First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all about achieving tangible results that.
Experience Investigators by 360Connext
JANUARY 14, 2016
It seems to be human nature to focus on the unnecessary but more attractive/compelling/interesting/entertaining distractions instead of the stalwart/steady/reliable but boring items in our everyday lives. How many moments do we give to social media, Buzzfeed, Candy Crush, etc? We do this in spite of having real deadlines, goals, and responsibilities.
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BlueOcean
JANUARY 11, 2016
So you made it through the contact center RFP process and your selection team made their final choice. Is the headache over? Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? That would be nice, wouldn’t it? But we’ll be the first to admit that unfortunately it doesn’t work like that. At least, not if you want to maintain outstanding customer service performance.
GetFeedback
JANUARY 26, 2016
Learn about the 10 most common survey mistakes and how to avoid them to ensure your survey gets you number and quality of responses you need.
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.
Kayako
JANUARY 28, 2016
Here at Kayako we’ve spent the last 14 years giving people the tools they need to support their customers. Now we’re taking things a step further. I’m delighted to announce that Kayako is now a co-producer of Elevate Summit , the new name for UserConf: the biggest conference for customer support and success professionals. We’re joining forces with CoSupport to make it bigger, better and more global than ever before.
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
JANUARY 13, 2016
Savvy brands with strong e-commerce strategies, like REI, Toro, and Lowe’s, understand that delivering a better customer experience (CX) results in greater profitability. If you’re gearing up to take your business to the next level, you’ll need to enhance your CX from the ground up. Improvements to your website, customer service, and order fulfillment can turn casual browsers into loyal customers.
Experience Investigators by 360Connext
JANUARY 28, 2016
We’ve all had those disagreements. One person says something along the lines of “It’s not what you said. It’s how you said it.” The other person stands his or her ground. “I did NOT say it like that. No way.” This is the human experience. We often believe we said/did/behaved differently than others perceive it.
Vonage
JANUARY 27, 2016
I am regularly amazed by brand new facilities that are obviously user-unfriendly. Huge investments of time and money…but who are they designing it for?!If you want to improve customer service quality, every decision needs to be made with clients in mind. A new airport in the Middle East is an impressive and expensive building. It’s huge, packed with stainless steel and halogen lights and lots of fancy gold.
Customer Bliss
JANUARY 26, 2016
Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill. This means: Establishing a discipline for how cross-functional teams explore and understand emerging issues and opportunities.
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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.
Kayako
JANUARY 28, 2016
Working on the frontline of a support team is a huge responsibility, and a very varied role. It involves dealing with lots of aspects of the customer experience, from customer interactions and resolving queries, through to working with the product team on useful feedback. Often in support, the pressure is on – how can you and your team achieve the best customer experience possible?
NICE inContact
JANUARY 26, 2016
The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market. However, according to a recently released report by Harvard Business Review , where 92% of US based respondents were from organizations with more than 1000 employees, nearly half indicated that improving the customer experience was indicated as either one or two in level of priority.
InMoment XI
JANUARY 26, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate.
ijgolding
JANUARY 26, 2016
Over the last 22 years – yes I am that old – I have sat through an immeasurable number of business meetings. Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. I have to say, when I was a child, I was fascinated by the ‘mystique’ of the very word. I will never forget phoning my dad at work, only to be told he was ‘in a meeting’ – this seemed to be a pretty regular occurrence.
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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.
Vonage
JANUARY 20, 2016
If you’ve invested in a CRM system like Salesforce or Desk.com you’ve probably already started to realize the benefits of having all of your customer data stored in one place. But, did you know that by using a CTI adapter to integrate inbound and outbound phone calls with your CRM , you can extend your investment, while driving dramatic improvements in sales and service productivity.
Experience Matters
JANUARY 19, 2016
We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.
Kayako
JANUARY 21, 2016
How often does your support team respond to the same questions with the same response? Do still you see a repeat of the same enquiries no matter how well you’ve optimized your FAQ page to help your customers find the information they need on their own? Here’s when you should be measuring first contact resolution (FCR). What is first contact resolution?
NICE inContact
JANUARY 19, 2016
Guest blog post from our friends at HireIQ. While contact center technology has evolved significantly over the last thirty years or so, the practice of Workforce Optimization (WFO) has been around almost as long as contact centers have. However, as a holistic, integrated technology, it is a fairly recent innovation and it continues to evolve. Despite the technological advances, one element is constant: it often takes a human agent to deliver an exceptional customer experience.
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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?
InMoment XI
JANUARY 26, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate.
ijgolding
JANUARY 19, 2016
I think it is fair to say that the US is first to adopt and introduce many ‘things’ to the world. Whilst it is obviously not the only nation to invent and create; many innovations – especially those related to business and management principles – are very much led by US based organisations first. This is not to say that all ‘things’ founded in the US are appropriate to all of us, but in most cases, they are.
BlueOcean
JANUARY 18, 2016
Blue Ocean Contact Centers, a member company of IMP Group Limited, supporting top tier global brands from four centers in North America, is expanding their business development team with several key additions. Elizabeth Sedlacek joins the company as Director, Sales and Stephanie Small comes on board Sales Executive. Both have extensive experience in the full spectrum of contact center outsourcing and will be focused on growing Blue Ocean by reaching new markets, securing new clients, and strengt
Experience Matters
JANUARY 18, 2016
Whether or not you celebrate MLK Day (it’s a Temkin Group holiday), today is a great opportunity to reflect on some of Martin Luther King Jr.’s inspiring messages. I find that his words of change, personal accountability, and love hold true across many settings, including how we run our organizations. This year, I’ve decided to highlight (without any additional […].
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.
C3Centricity
JANUARY 15, 2016
Happy New Year to all C³Centricity Readers! First some exciting news for you. We are updating the Members area of our website, with a whole new look and feel. There will also be more content with a great new series of webinars to watch, and new templates, presentations, case studies and videos for you to review and [.]. The post Best Marketing Quotes of 2015 & their Implications for Your Business appeared first on C3Centricity.
Kerry Bodine
JANUARY 13, 2016
I’m often asked about customer experience conferences: What’s out there? Where am I speaking ? Which conferences would I recommend? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.
InMoment XI
JANUARY 26, 2016
In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate.
ijgolding
JANUARY 15, 2016
Over the last few years, many experienced business people all over the world have been working hard to create, nurture and develop a brand new profession. Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all.
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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.
Customer Bliss
JANUARY 12, 2016
A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. When you focus on listening to your customer by using your “one-company” listening path method ( CX competency 3 ), you are able to utilize feedback and tell the story of how your customers experience your business.
Experience Matters
JANUARY 15, 2016
People always ask about the connection between customer experience and business results. Well, here’s some visual evidence of the linkage. In this infographic, we share data from the Temkin Group research report, ROI of Customer Experience 2015. You can download (and print) this infographic in different forms: Infographic : infographic in pdf , infographic in png.
Experience Investigators by 360Connext
JANUARY 27, 2016
Heads up …when it comes to customer service, certain (painful) truths are universal. Customer service is such an important part in keeping people coming back to your business, and the specifics of your product or service don’t really matter. Even as technology advances, some frustrations are still not being addressed as well as they […].
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