InMoment XI
DECEMBER 18, 2015
Long derided by other nations for our obsession with productivity and our minimal vacation time1, Americans have a standing reputation for working hard. But with the burgeon of technology and the shift toward open floor plans in the workplace, distraction is gradually thwarting the efficiency badge. It’s getting so bad that working hard no longer.
Experience Matters
DECEMBER 15, 2015
It’s once again the time of year for me to publish my CX trends. In my post last year I named 2015 “ The Year of Employee.” With this post, I’m declaring 2016 “ The Year of Emotion.”. In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. In this environment, we expect to see: Culture Change Intensifying.
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Steve DiGioia
DECEMBER 14, 2015
are your expectations too high? This original article was written by Steve DiGioia. One of the challenges faced by a perfectionist is longevity. When we are younger and have energy to burn, we can relentlessly work through exhaustion and jump through hoops daily to achieve the perfection we seek. Usually this perfection is attained solely from our personal labor since “no one else can make it perfect but me”.
Kayako
DECEMBER 17, 2015
Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you with customers going shopping mad stocking up on presents. It might be fun for your customers, but how do you make sure you and your team get to enjoy some family time during the holidays without causing customer riots?
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InMoment XI
DECEMBER 18, 2015
Long derided by other nations for our obsession with productivity and our minimal vacation time1, Americans have a standing reputation for working hard. But with the burgeon of technology and the shift toward open floor plans in the workplace, distraction is gradually thwarting the efficiency badge. It’s getting so bad that working hard no longer.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
DECEMBER 17, 2015
isn't that what customer service is all about? This original article was written by Steve DiGioia. Shopping; a necessary evil. Inattentive sales people, long lines, poor service, messy stores, high prices, etc. Retail sales people of today no longer know what customer service is. Most people don’t enjoy shopping, we wonder why. I’m no different.
ijgolding
DECEMBER 16, 2015
As we approach the end of another calendar year, like many Customer Experience Specialists, I am asked a number of ‘annual cyclical’ questions that ask for my opinion on a number of things. One of those things is related to my key Customer Experience learning’s for the year. I am not going to bore you with a list of everything that has struck me over the last 12 months, but I am going to focus on one thing in particular that has stood out for me – and that thing is best s
InMoment XI
DECEMBER 18, 2015
Long derided by other nations for our obsession with productivity and our minimal vacation time1, Americans have a standing reputation for working hard. But with the burgeon of technology and the shift toward open floor plans in the workplace, distraction is gradually thwarting the efficiency badge. It’s getting so bad that working hard no longer.
Customer Bliss
DECEMBER 15, 2015
After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience. Is the support for employees: Always reliable – support is managed across the channels, countries, and silos.
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Experience Investigators by 360Connext
DECEMBER 17, 2015
We’re moving into an age that is becoming more and more mobile. Every conference speaker I’ve seen for the past several years has discussed the importance of designing customer experiences around our obsession with mobile devices. Who doesn’t want to deliver a personalized mobile experience for each customer via those tiny screens?
Bill Quiseng
DECEMBER 14, 2015
This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi.
InMoment XI
DECEMBER 16, 2015
On Cyber Monday, most estimates are that over 120 million purchases were made online. And according to ComScore, about 15 percent of all holiday purchases will be made online vs. 10 percent of purchases during the rest of the year. These purchase shares will only rise in the coming years, and in fact may accelerate. View Article.
Kayako
DECEMBER 17, 2015
Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you with customers going shopping mad stocking up on presents. It might be fun for your customers, but how do you make sure you and your team get to enjoy some family time during the holidays without causing customer riots?
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
DECEMBER 15, 2015
The holiday season will be over before you know it. Your customer pain points are showing! In the past several weeks, your customers have become more and more hurried and stressed as they try to find the perfect gifts. Has your retail experience been able to handle it? Do you have a working customer journey map? If you don’t, the […]. The post ‘Tis the Season to Find Pain Points in Your Customer Journey appeared first on Customer Experience Consulting.
Customer Bliss
DECEMBER 17, 2015
The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. In its simplest form, when used with consistency, the customer journey map provides rigor to understand the priorities in customers’ lives. Companies that transform how they grow do so because they think about the customers at the end of their decisions.
InMoment XI
DECEMBER 16, 2015
On Cyber Monday, most estimates are that over 120 million purchases were made online. And according to ComScore, about 15 percent of all holiday purchases will be made online vs. 10 percent of purchases during the rest of the year. These purchase shares will only rise in the coming years, and in fact may accelerate.
Michelli Experience
DECEMBER 16, 2015
I will admit it. I am old. I remember a time when people carried pieces of paper in their car to help them get around. We called those documents “maps” and we struggled to fold them back into place when we were finished using them. Today maps have gone digital and satellites locate us and offer mellifluous voice prompts on a turn-by-turn basis. If only we could use similar technology to hone and deliver the ultimate experience for our customers.
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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?
Think Customers
DECEMBER 15, 2015
One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016.
Customer Bliss
DECEMBER 17, 2015
The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. In its simplest form, when used with consistency, the customer journey map provides rigor to understand the priorities in customers’ lives. Companies that transform how they grow do so because they think about the customers at the end of their decisions.
InMoment XI
DECEMBER 16, 2015
On Cyber Monday, most estimates are that over 120 million purchases were made online. And according to ComScore, about 15 percent of all holiday purchases will be made online vs. 10 percent of purchases during the rest of the year. These purchase shares will only rise in the coming years, and in fact may accelerate.
CX Journey
DECEMBER 17, 2015
Image courtesy of placenamehere What happens when we really understand our customers' desired outcomes or the jobs they are trying to do? Something pretty incredible happens! A few weeks ago, I wrote about Faster Horses. and Customer Outcomes and the importance of asking the right questions - to understand desired outcomes - in order to develop products your customers will want to use/buy.
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Win the Customer
DECEMBER 17, 2015
Research from Forrester has found that 80% of companies want to use customer service to differentiate themselves from the competition. So if every organization wants their customer service to be the best it can be, how do those who really stand out from the competition actually do it? Rather than just rehashing the same old suggestions that anyone can find online, we turned to the customer service experts to help answer that most critical question: What’s the #1 way to really improve custo
Customer Bliss
DECEMBER 15, 2015
After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience. Employee Support Reliability Questions To Ask: Is the support for employees: Always reliable – support is managed across the channels, countries, and silos.
InMoment XI
DECEMBER 14, 2015
Michelle Turner, Senior Director of Innovation and Product Management at MaritzCX, discusses how text analytics best practices can be the hero of CX programs. Transcript: Best Practice 1: Capture Integrated Insights From Unstructured Data We’ve been talking about integrating. Organizations have data sitting in many pockets—many sources of customer information.
CX Journey
DECEMBER 15, 2015
Image courtesy of pedrosimoes7 What are some of the key questions that you might have about becoming a leader - or just about leadership, in general? Two weeks ago, I was honored to be featured alongside other leadership experts on Mashable's #BizChats Twitter chat about leadership and on how to become a strong leader. The conversation was inspiring and fast moving, as these chats often go.
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.
Win the Customer
DECEMBER 18, 2015
Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction. Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction.
Wired and Dangerous
DECEMBER 14, 2015
Designing and implementing a customer journey that drives great experiences is a hot topic today. Customers have their “antennae” on high alert for journeys that are not easy or frictionless, They quickly leave providers whose journeys lack appropriate expressions of gratitude for their business. One element that many organizations miss, as they review their customer journey maps, is the element of respect.
InMoment XI
DECEMBER 14, 2015
Michelle Turner, Senior Director of Innovation and Product Management at MaritzCX, discusses how text analytics best practices can be the hero of CX programs. Transcript: Best Practice 1: Capture Integrated Insights From Unstructured Data We’ve been talking about integrating. Organizations have data sitting in many pockets—many sources of customer information.
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