May, 2018

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Launching a Successful Mission Towards CX Greatness

InMoment XI

I was in Las Vegas last month. It was a great time! Nope, not gambling and running around in “pleasure”, but attending a conference, CXFusion. This conference brings many CX professionals together to talk about their best practices in CX and hear from others. I wasn’t being facetious when I said, “It was a great. View Article.

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Complaining Customers Are Your Best Customers. But Why?

Comm100

Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are ask

Customers 212
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Companies that Cheat are Dull: How to Ensure That You Shine!

C3Centricity

Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy. Companies who still think it’s OK to try to attract customers and entice them to purchase with less than honest promises and behaviour. . I know that this has always been the case in some businesses; trying to convince the customer that what you have to offer is exactly what they need – eve

Company 160
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For CMOs who want to keep their jobs, customer experience is job one: Report

Alida

Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. . Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.

Report 173
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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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Mastering Customer Experience Metrics (Infographic)

Experience Matters

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: Five Steps For Building A Strong CX Metrics Program The State of CX Metrics, 2017.

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A Whole-Field Approach to Data Integration

InMoment XI

Now that Summer is in full swing, many eyes are looking forward to another season of America’s Pastime, BASEBALL! As a baseball fan myself, I follow the team of my childhood, the 1992 and 1993 World Series Champions, the Toronto Blue Jays. As a fan of analytics, I enjoy delving deeper into the information on. View Article.

Data 344
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9 lessons of growth and customer experience from Intercom

Lumoa

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. Some of the familiar names include the two fastest growing companies in the world , Slack and Intercom.

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Time to Team Up? How Partner Marketing Can Help Your Brand

QuestionPro Audience

Brands are learning that partner marketing is a smart way to broaden your audience and drive growth and sales. Partner marketing, which is creating mutually beneficial relationships between your brand and other businesses, is a fast-growing sector in the marketing world. As with any relationship, it is important to find the right partner for your brand: Can the partner drive sufficient traffic and sales to make it worth your investment?

Brands 236
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Why Core Values Need to Be in Your Customer Experience Focus - Transforming the Customer Experience

Kristina Evey

Embed Core Values into the Customer Experience. Core Values are the fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. The core values are the solid foundational building blocks on which your culture is built.

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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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The Past, Present, And Future Of CX(PA)

Experience Matters

This week I gave a keynote at the Customer Experience Professional Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA).

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How to Effectively Capture the Power of Customer Experience ROI

Customer Bliss

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. I’ve been asked, “How do you persuade top management that customer centricity is not a cost?

ROI 245
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What Happens In Vegas Shouldn’t Always Stay In Vegas

InMoment XI

Dave Fish, CEO of CuriosityCX, offers an insider’s peek at his session, 10 Ways to Reboot Your CX Program, held this year at CXFusion. I had the privilege of speaking to over 100 CX professionals at the MaritzCX Customer Experience Event, CXFusion, in Las Vegas last month. Though I came back monetarily depleted, the energy I. View Article.

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How to engage with customers that love you

Lumoa

Happy customers are a dream of any business owner. As the famous saying goes, “Satisfied customer is the best strategy of all.” But what happens next, after you identified who your happy customers are ? Even if you don’t actively cooperate with your happy customers, they will, on average, tell nine other people about their experiences with your company (according to American Express ).

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Data Privacy: How Consumers Feel

QuestionPro Audience

Privacy and security are definitely at the forefront of consumers’ minds in today’s digital era. Facebook’s Cambridge Analytica scandal is the most obvious and public case of a business misusing personal data, which has brought this issue to the forefront. Brands need to be cognizant of consumers’ feelings about the security of their personal information and online behaviors.

Consumers 207
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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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4 Essential Resources to Read Before You Craft Your Contact Center RFP

BlueOcean

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.

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Ten Years, Ten Lessons: Memoir of a CX Neophyte

CX Accelerator

Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 years, this is a really long time. Apparently I’d live eight years longer if I moved to Hawaii? Something to ponder for the future. ?? For now, it’s time to explore the past. This week I’m celebrating 10 years working for the same organization.

Fashion 203
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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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This is what you need to know about omnichannel customer support

Omnicus

Create a seamless customer experience to boost your revenue. Has this happened to you? You emailed a company with a customer support question, typing in a 10-paragraph message explaining the issue in detail. In response, you just got an automated reply from a robot saying that the company will get back to you in 24 - 48 hours, and you decided that you didn’t want to wait that long.

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Building A Strong Voice of The Customer Program (Infographic)

Experience Matters

Voice of the Customer (VoC) programs are a critical component for many CX efforts. This infographic examines those efforts. Make sure to visit our VoC/NPS Resource Page for more help in building your VoC program. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: State of VoC Programs, 2017 Renovating Your Voice of the Customer

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Which Industries Should Worry About Gen Z?

QuestionPro Audience

The consumer trends of the millennial generation have been a hot topic for many brands, and now the focus has moved to the up-and-comers, Generation Z. Members of Gen Z—those born during the mid-1990s to the early 2000s—are generally tech-savvy, open-minded, and socially responsible. What does this mean for certain brands? We look at three industries that will likely have trouble keeping members of Gen Z as consumers.

Industry 199
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3 Popular Habits that Make You Unpopular with Customers

Experience Investigators by 360Connext

There are probably a million ways to improve customer experience in your organization, so where should you start? Before you do anything, think about this: Humans have a way of turning a nice idea into a complicated nightmare. Think of insurance – the idea of it is lovely. If we all chip in a little at a time, we’ll be there for each other next time something goes wrong for one of us.

Insurance 206
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Inspire a Customer Service Mentality In Your Organization

Customer Bliss

Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior. And this is not just limited to those on the front lines caring for customers in distress. In our lives, we remember the companies, the people and the times when we were honored…. as a friend, as a partner, as a customer.

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Do You Have H.E.A.R.T. and Do You Use It Every Day?

Steve DiGioia

This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers. No matter what we deal with we must also deal with the occasional upset customer (whether we like it or not).

Industry 198
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Employee Morale: The Hidden Secret to a High NPS

Omnicus

Not sure how to increase your NPS? Check out your employee morale rate for a hint! “Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years.

NPS 186
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Introducing CX Sparks: Customer Experience Discussion Guides

Experience Matters

We’ve heard from many of our readers that they often use our blog content, especially our videos, as part of their team meetings. They find that the information we share can initiate powerful discussions. We decided to more actively support this usage with a new offering, CX Sparks. These are free guides that we’ve created to help you drive stimulating discussions.

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Brick & Mortar Retail Relevance: How to Stay Ahead of the Curve

Speaker: Jay Black, Senior Account Executive

Let's set the record straight: in-store retail isn't dead - it's evolving! Faced with the digital age and the demands of omnichannel shopping, some retailers are thriving while others are struggling to adapt. Join Jay Black in this exclusive session as he explores the strategies that set successful stores apart, including: Crafting unique and unforgettable in-store experiences 🛍️ Mastering the art of retail demands 🛒 Navigating inventory challenges in today's climate 📦 an

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Food For Thought: How Millennials Are Changing The Food Industry

QuestionPro Audience

Food, and what consumers expect from food manufacturers and grocery stores, is evolving. Case in point: after almost a decade of discussion, the FDA is now requiring restaurants and food chains with 20 or more locations to post calorie counts. One loud voice leading this charge is the millennial generation. Here are 4 ways millennials are changing the way we eat.

Industry 199
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Transform or Die! Business Transformation is No Longer Optional

ijgolding

We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all. Very much led by the never-ending advancement of digital technology, the business landscape and the challenges facing it, seem to change on a monthly basis. As little as twenty years ago, organisations could quite comfortably rely on having well-respected products and services.

Retail 186
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Head of Fan Experience at Fanatics Shares Why Employee and Customer Experience Go Hand in Hand

Customer Bliss

?. “ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.

Sports 197