InMoment XI
NOVEMBER 18, 2015
Ingrid Lindberg, the founder of Chief Customer, discusses how the more power we give the customer in their own hands through digital technologies, the more CX will have to change.
NICE inContact
NOVEMBER 23, 2015
Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Supervisors pull their hair out anticipating another 1-on-1 conversation with an unruly, eye rolling agent who hasn’t grasped what was expressed during previous coaching sessions.
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Velaro
NOVEMBER 12, 2015
Live chat is the fastest means of providing online customer service. E-commerce is now a $1.4 trillion dollar a year business. Yes, that’s “Trillion” with a T. If you have an e-commerce website, or if your website offers services, information on your products, or in any way is set up to provide answers for your customers, the sheer size of customers who prefer to go online should be a key component of your customer service strategy.
ijgolding
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. I say that they are becoming increasingly visible – in reality, organisations have been throwing them all around like ‘confetti’ for many years now. To a degree, all of them have merged into one as business leader after business leader has tried to convince its employees and customers that they are serious abou
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Experience Matters
NOVEMBER 26, 2015
Whether or not you’re celebrating Thanksgiving, I hope that you have a wonderful day and take the time to give thanks for the many positive things in your life. And while your being thankful, here are some ways to earn thanks from your customers: Every Thanksgiving I also like to share this picture. It demonstrates how important it is to understand your audience and to consider the subtle elements of experience design.
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
NOVEMBER 18, 2015
Ingrid Lindberg, the founder of Chief Customer, discusses how the more power we give the customer in their own hands through digital technologies, the more CX will have to change.
Kristina Evey
NOVEMBER 16, 2015
Customer Experiences are generated by the feeling of caring that we deliver to our customers. This podcast describes how to create the feeling that each customer is your most important and favorite customer that you’ll come into contact with. Customer Experiences are generated by the feeling of caring that we deliver to our customers. This podcast describes how to create the feeling that each customer is your most important and favorite customer that you'll come into contact with.
C3Centricity
NOVEMBER 15, 2015
Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. Today’s information-rich world has made storytelling a required talent for CEOs and CMOs alike to develop. And websites and Fan pages now make it a necessary skill for [.]. The post Clues to a Remarkable Brand Story appeared first on C3Centricity.
ijgolding
NOVEMBER 24, 2015
Followers of my blog will know that I have traveled extensively over the last four years. In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In 2016, I am already scheduled to work in North America and the Middle East as well as continuing my efforts in Europe and Africa. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience.
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Experience Matters
NOVEMBER 24, 2015
We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. Here’s the executive summary: Temkin Group research shows that although business-to-business (B2B) organizations are raising their customer experience (CX) ambitions, they still have a way to go before achieving their goals.
Vonage
NOVEMBER 13, 2015
Targets or goals, objectives or Key Performance Indicators (KPIs)… All contact centres have them and all operational leads are trying to make sure they’re concentrating on the right ones. But with so many different things going on in most contact centres, it’s difficult to know which ones to aim for, and all too easy to blindly focus on what has always been done before.
InMoment XI
NOVEMBER 18, 2015
Ingrid Lindberg, the founder of Chief Customer, discusses how the more power we give the customer in their own hands through digital technologies, the more CX will have to change.
Calabrio
NOVEMBER 18, 2015
As customers become more empowered through technology, so must the organizations that serve them. Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. “Contact center agents are at the forefront of addressing client needs and have a direct and profound impact on customer experiences.
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.
Experience Investigators by 360Connext
NOVEMBER 19, 2015
1. Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution. Suzanne Pellican, a Design Fellow at Intuit and opening keynote speaker at a conference called Delight, told the story of how 10 years ago Intuit, […]. The post 3 Lessons re: Design Thinking and Customer Delight appeared first on Customer Experience Consulting.
ijgolding
NOVEMBER 16, 2015
On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What about ‘moments of truth’? Another common one is ‘walking the talk’. Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’.
Experience Matters
NOVEMBER 18, 2015
We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. consumers to 293 companies across 20 industries. The Index is based on evaluating consumers’ likelihood to do five things: repurchase from the company, recommend the company to others, forgive the company if it makes a mistake, trust the company, and t
Vonage
NOVEMBER 11, 2015
Websites, email and digital voicemail are changing the game in business. Some companies are taking the lead with great digital service like Computers.com and Amazon.com. Others are falling far behind and are letting their customer service quality falter as a result. A friend of mine had a complaint about the service, or lack thereof, at a local hotel.
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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
NOVEMBER 30, 2015
Millions of Refugees Flee for Safety, Terrorist Attacks in Paris, Placed on Hold for 5 Minutes. This morning, on my way to the airport, my teenage daughter had her favorite top 40 radio station on for the ride. Generally I try to change the station or tune out the petty stories they. View Article.
CX Journey
NOVEMBER 17, 2015
Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it.
Comm100
NOVEMBER 25, 2015
When the live chat going gets tough you might think to yourself, what do customers truly expect from me? I’m not a mind reader, after all. But several live chat features make it easier than ever to anticipate customer pain points—and with proactive chat, you can dazzle customers by reaching out before they even think to make their way to the “contact” page.
ijgolding
NOVEMBER 12, 2015
Allow me to start this post by asking a question. Do you ‘like’ your Telecoms provider? It is a very simple question – it contains only 6 words – yet I believe it is a question that opens a large can of worms. Let me ask another question. Have you ever recommended your Telecoms provider to a friend or family member? Not – ‘are you likely to recommend'; but ‘have you actually recommended’?
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
NOVEMBER 16, 2015
I just ran into a great (negative) example of my 6th CXtip : Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. We were on vacation at a very nice resort (the name of the resort is not relevant for my discussion). During our second day at the hotel, we received a text message that led to the interaction in the graphic on the right.
Customer Bliss
NOVEMBER 24, 2015
Experience reliability is hard to achieve. The root cause of this lies firmly in the fact that there is no reliability in how to do this work. The selection and improvement approaches vary by silo and leader priority. In most companies, a deeply rooted one-company approach to caring about (and improving) customer experiences and customer lives does not exist.
InMoment XI
NOVEMBER 30, 2015
Millions of Refugees Flee for Safety, Terrorist Attacks in Paris, Placed on Hold for 5 Minutes. This morning, on my way to the airport, my teenage daughter had her favorite top 40 radio station on for the ride. Generally I try to change the station or tune out the petty stories they.
Uniphore
NOVEMBER 18, 2015
Clients have huge expectations for accepting incredible encounters of shopping experience across all greater part of the channels they utilize. Giving clients problematic or even run-of-the-mill isn’t an alternative – if clients are unsatisfied or baffled with their omnichannel encounters, they'll escape. Read More.
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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.
Comm100
NOVEMBER 20, 2015
79-year-old Mona Shaw was so livid that she took a hammer to her local Comcast office and smashed up computers and keyboards until her arrest. What inspired such violence in the senior citizen? Shaw had spent days grappling with inferior customer service, only to be left without Internet, television, or phone—and without any idea if or when these services would be reinstated.
Steve DiGioia
NOVEMBER 19, 2015
we have plenty of work to do too! This original article was written by Steve DiGioia. Stop complaining about how busy you are or how much work you have to do. You’re not the only one…. Do you have a patent on a full work load? Does your degree refer to you as Dr. of Busy? Do you think you are the only one that the boss expects much from? No you are not…so quit your complaining.
Experience Matters
NOVEMBER 23, 2015
Congratulations to winners of Temkin Group’s 2015 Customer Experience Excellence Awards : EMC Global Services , Safelite AutoGlass , and SunPower.
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