Experience Matters
AUGUST 29, 2017
Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. It turns out that it has a pretty significant impact in both of these areas.
Storyminers
AUGUST 28, 2017
I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you). It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience.
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Customer Bliss
AUGUST 31, 2017
About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective. Step 1: They got permission from the FAA to find a way to fly out the 500 or so passengers and work with the FAA on the security and legal nature of it.
QuestionPro Audience
AUGUST 31, 2017
It’s no secret that happy, loyal customers are your business’s most valuable asset; a loyal customer is worth up to 7x more than a new one! For that reason, consumer-facing companies find it essential to have some type of customer loyalty program. From the ubiquitous and tech-savvy Starbucks App to the paper punch card at the cafe down the street, there’s a solution available for every type of business at every price point.
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.
InMoment XI
AUGUST 31, 2017
For the last couple of decades that I have been around corporate enterprises, there have been too many CEO fads to count. Think about it: MRP, MRP2, ERP, Employee Engagement, Performance Management, Enterprise systems, Distributed systems, CRM, CEM and CX, OPX, Six Sigma, layered with black, green, yellow belt versions, then LEAN Project Management, and CPIM, View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kayako
AUGUST 30, 2017
All hands support has been a buzzword in the tech world for a few years now. Its premise—that everyone in the company from the CEO down to developers—spends time working as customer support agents, talking to customers, and answering questions. It’s a great practice in theory, and hypothetically will make everyone at a company more empathetic and customer-driven.
QuestionPro Audience
AUGUST 31, 2017
Our Engineering and Product teams had a great quarter in preparation for QuestionPro’s second official Engineer Appreciation Day. Huge congratulations and recognition goes to Ronak Shah, Sr. Java Developer, who was awarded for his relentless dedication and knack for problem-solving on August 22nd, 2017 in QuestionPro’s office in Pune, India. Our team of 40+ engineers gathered to celebrate their collective hard work and accomplishments throughout the second quarter.
InMoment XI
AUGUST 29, 2017
In Part 1 of this multi-part blog post, I reviewed what CX professionals face when evaluating CX assessments in the marketplace. While there’s no silver bullet to CX roadmapping and action planning, assessing your needs and prioritizing your opportunities is not an impossible task. At least, it’s not impossible when you have good data, a. View Article.
Michelli Experience
AUGUST 30, 2017
__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Leading with the Good: A Must have for Customer Experience Success appeared first on Joseph Michelli.
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Customer Bliss
AUGUST 29, 2017
Episode Overview. Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. A very intriguing dimension of a company we all know so well, and you’ll be intrigued to hear how customer experience is a key part of how they help companies grow.
Uniphore
AUGUST 29, 2017
Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together. Read More.
InMoment XI
AUGUST 29, 2017
In Part 1 of this multi-part blog post, I reviewed what CX professionals embarking on CX improvement efforts face when evaluating CX assessments in the marketplace. While there’s no silver bullet to CX roadmapping and action planning, assessing your needs and prioritizing your opportunities is not an impossible task. At least, it’s not impossible when.
CX Journey
AUGUST 29, 2017
Image courtesy of Pixabay Does your company put employees first? or customer first? I suppose that there's one more possibility - neither. Sadly, that's the case for a lot of companies. But that's not the topic of this post. This post is all about where employees fall in order of importance in your company. Recently, I was reading an article in Industry Week and came across this paragraph.
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Michelli Experience
AUGUST 29, 2017
I am convinced that if you want to offer consistently outstanding customer experiences, you will need to align your organization around a fundamental belief. Namely, that “people are intrinsically good.”. Philosophical and Practical. Okay, this blog may seem a bit esoteric and in the purview of philosophers, not business leaders. We all know that philosophers, have debated the nature of humankind from time immemorial.
Uniphore
AUGUST 30, 2017
The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More.
InMoment XI
AUGUST 31, 2017
For the last couple of decades that I have been around corporate enterprises, there have been too many CEO fads to count.
Beyond Philosophy
AUGUST 30, 2017
Why did you buy the shirt you are wearing today? What about the car you drive, how did you choose it? Why did you go with the financial advisor you did? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. It isn’t your fault you got it wrong, however.
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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?
Alida
AUGUST 30, 2017
The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. Whether your company is just getting started with the Vision Critical Sparq platform or you’ve been a user for a while, you’ll get a lot of actionable “aha moments” from the Summit—strategies and tactics that are guaranteed to boost the value you bring to the organization.
Uniphore
SEPTEMBER 1, 2017
Introduction. Chat bot technology is being driven at a revolutionary pace. Yesterday’s chat bot provider is already obsolete, and today’s chat bot provider faces a juggernaut of competition the likes of which the technology world has never seen. Chatbot platforms are rapidly becoming commoditized as there are so many players with little to no differentiation.
ShepHyken
AUGUST 30, 2017
There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job or hit their goals. You get the idea. Anything you might want to congratulate them on. Ted Janusz is one of our amazing trainers at Shepard Presentations.
Beyond Philosophy
AUGUST 28, 2017
I watched the recent solar eclipse from my home in Sarasota, USA, standing in the blistering Florida heat as the moon’s shadow gradually ate away at a little circle of light projected through a pinhole. It all seemed to be over very quickly! But it’s our memories of the eclipse, more than the eclipse itself, that will shape our feelings about it. The eclipse is a good example of the way our experiences are influenced by our memories.
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.
iPerceptions
AUGUST 31, 2017
Nowadays, it’s hard to find two topics that are as widely discussed in the business world as User Experience (UX) and Customer Experience (CX). Everyone knows that they want to do these things better than anyone else out there, and willing to sink a lot of resources into optimizing them.
Uniphore
AUGUST 31, 2017
Keeping it in the family. RPA and BPM display a lot of similarities, and as such are often confused with one another. They are certainly members of the same family, though they could not ever be called identical twins. Read More.
Promoter.io
AUGUST 31, 2017
According to the data gathered by Siftery, a tool that tracks and suggests software used by businesses, companies today use an average of 37 different tools or software platforms to run their day-to-day operations. Whoa! That is an amazing fact to consider, especially when compared to how few tools businesses used just a handful of […]. The post The 45 Tools We Use to Run Promoter.io appeared first on Promoter.io Blog.
Wired and Dangerous
AUGUST 28, 2017
CX (customer experience) has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” from “customer experience” The by-product was aptly characterized by a friend of ours describing her bank. “They installed this new customer experience management system so all my correspondence from them is now tailored––they even knew my son was heading off to college this year.
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ProProfs Chat
AUGUST 31, 2017
Everyone running a business wonders at some point if what they are doing is enough for the clients and how satisfied (or dissatisfied) they might be. In our every day more competitive and automated world, something will remain and always make the difference: the human interaction of a customer service. And we all know that a satisfied customer is key for the success and sustainability of a business.
Uniphore
SEPTEMBER 1, 2017
How digital can enhance traditional voice communication. While an increasing number of customers are moving to digital channels, voice remains extremely popular. Combining digital with voice could thus give your center a competitive advantage. Read More.
CustomerGauge
AUGUST 30, 2017
Inundated with too much news this month? No problem—we’ve got you covered. Check out everything you missed this August 2017 at CustomerGauge with a quick round up of major content from this month. 1. [eBooks] Measuring and Acting on Customer Feedback with Monetized Net Promoter We’re thrilled to have released not one, but two eBooks […]. The post CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More appeared first on CustomerGauge.
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