Cyara
OCTOBER 26, 2018
This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps. And in this post we follow up with a discussion of the importance of Agile and DevOps methodologies to customer experience.
Oracle
OCTOBER 15, 2018
Businesses now live in the age of “experience” Thanks to the digital revolution, so much of a brand’s bottom line now depends on customer experience because consumers have more access to information (and therefore more access to alternatives) than they’ve ever had before. The competition for consumer headspace is increasing and so is the pressure for brands to create an emotional bond with customers.
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TechSee
OCTOBER 9, 2018
A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter
NICE inContact
OCTOBER 16, 2018
Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?
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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.
Experience Matters
OCTOBER 2, 2018
Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format. The post The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Micah Solomon
OCTOBER 9, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. 1.
CX Journey
OCTOBER 24, 2018
Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site. Everything from the overall design of the pages to customer service to overall functionality plays into CX.
Customer Bliss
OCTOBER 30, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Beyond Philosophy
OCTOBER 25, 2018
Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?
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Experience Matters
OCTOBER 24, 2018
I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM). This new center––the Qualtrics XM Institute––brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM professi
Experience Investigators by 360Connext
OCTOBER 17, 2018
Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.
Micah Solomon
OCTOBER 11, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Last week, I suggested quick wins that could improve your customer service and customer experience.
IntouchInsight
OCTOBER 10, 2018
Gathering customer feedback can be a challenge even from your most loyal customers. Here are three strategies convenience store retailers should use to collect more customer feedback.
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.
Steve DiGioia
OCTOBER 8, 2018
when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships that will enable long-term viability and growth.
Oracle
OCTOBER 8, 2018
Not so long ago, field service employees could only connect with the dispatcher, the back office, or the warehouse in a few ways: face-to-face, by phone, or by two-way radio. At the start of the day, the schedule would be provided to the technicians, and throughout the day there’d be little to no ability to communicate back and forth should any problems arise, i.e., misplaced equipment, incorrectly ordered parts, or delays in the schedule.
Experience Matters
OCTOBER 9, 2018
As a die-hard Red Sox fan, I really enjoy watching the MLB playoffs. As a matter of fact, baseball is one of the two major U.S. sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). But even with sports on TV, I couldn’t hide from the news updates full of partisan political bickering. So it made me think… what are the political views of baseball fans?
Experience Investigators by 360Connext
OCTOBER 2, 2018
The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow.
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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?
C3Centricity
OCTOBER 22, 2018
If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again. I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere!
CX Journey
OCTOBER 3, 2018
Image courtesy of CXPA It's that time of year again. This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion! I've written about the differences before: Customer Experience is More Than Just Customer Service Customer Service or Customer Experience Customer Experience Isn't Just about Customer Service Looks like I need to get more creative with my blog post titles!
IntouchInsight
OCTOBER 26, 2018
What is it that prevents many customer experience (CX) pros from improving CX through the VoC? Here are seven reasons.
Omnicus
OCTOBER 4, 2018
Customer service improves customer retention and boosts your bottom line.
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.
Experience Matters
OCTOBER 2, 2018
Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, over the past year we have conducted research and developed content – such as this eBook – specifically aimed at helping fellow CX professionals improve the world around us. In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act.
Customer Bliss
OCTOBER 16, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid.
Andrew Mcfarland
OCTOBER 9, 2018
(Guest post by Taylor McKinney, a Marketing Specialist at TrustRadius, a trusted website for B2B software reviews. When she is not writing about the latest tools and small business trends she is enjoying Austin’s beautiful scenery with her family.) You don’t.
TechSee
OCTOBER 2, 2018
A Digital Twin refers to a virtual replication of a physical object – with the two linked together dynamically – enabling insights to be learned and actions to be taken within the virtual environment that can be applied to the physical object — ultimately to meet business goals. The digital twin concept impacts a wide range of domains, from engineering to architecture to aerospace.
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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.
Escalent
OCTOBER 30, 2018
You’ve achieved your customer experience (CX) goals! Congratulations! … Now what?
Oracle
OCTOBER 18, 2018
A visit from a field service technician isn’t typically something that a customer looks forward to. It has historically involved a pre-arranged appointment during an inopportune and large window of time, which requires re-arranging of schedules and a lot of sitting around and waiting. This creates a perfect storm of opportunity for customer dissatisfaction.
Experience Matters
OCTOBER 17, 2018
In our latest consumer benchmark study, we asked more than 5,000 U.S. employees what they felt was the most important thing they want to accomplish at work. The top motivator, by a very large margin, is Making a positive impact. This option was chosen three times more frequently than the next highest option, Earning a lot of money. I also examined the data by age groups.
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