InMoment XI
MAY 30, 2017
It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis. This indicates the relative positivity (or negativity) and strength of the attitude expressed in.
Kayako
JUNE 1, 2017
Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. But all hands support has its issues too. While the expected benefits of an all hands approach are many, the notion that everyone in a company should participate in answering customer service is idealistic and naive.
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Experience Matters
MAY 30, 2017
Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Customer Connectedness, where the goal is to infuse customer insight across the organization. Here Are Four Strategies For Customer Connectedness: Filed under: […].
Storyminers
MAY 31, 2017
Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner. A multi-industry scorecard of sorts, this report shares which sectors and brands are doing the best and dives into practical details about how they do it.
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
JUNE 2, 2017
Editor’s note: This is the forward from the ebook, Unlock the Value of CX. You can download the entire book here. The questions seem infinite. They originate in every corner of the enterprise. They are occasionally simple, often complex, and almost always meaningful. However, they are rarely answered fully and adequately. Questions like… Who is.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
JUNE 1, 2017
In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. But the idea of investing in creating powerful, meaningful and delightful experiences is still a relatively new idea.
Calabrio
JUNE 1, 2017
It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience.
InMoment XI
JUNE 2, 2017
Editor’s note: This is the forward from the ebook, Unlock the Value of CX. You can download the entire book here. The questions seem infinite. They originate in every corner of the enterprise. They are occasionally simple, often complex, and almost always meaningful. However, they are rarely answered fully and adequately. Questions like… Who is.
Alida
JUNE 1, 2017
Vision Critical is headed to the Automotive CX Summit in Marina del Rey, California, on June 20 to 21. The conference promises to provide actionable information to help automakers, dealers and finance companies improve customer experience. With industry sales softening, now is a critical time to listen and implement key takeaways. Here are three of the sessions we’ll be exploring at this year’s conference: 1.
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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.
IntouchInsight
JUNE 2, 2017
While voice of the customer (VoC) feedback is a key part of improving customer experience, it’s also important to collect feedback through other channels. You want to utilize all of your resources in order to have the most impact from your CEM (customer experience management) program , but there's one resource in particular that companies often forget to utilize - their employees.
Uniphore
JUNE 1, 2017
Omnichannel and personalization – and never the twain shall meet. Is the desire to deliver a true omnichannel contact center offering at odds with the idea of providing a truly personalized customer experience? Read More.
InMoment XI
JUNE 1, 2017
Let’s be honest with ourselves. We take customer experience way too seriously sometimes. We get wrapped up with the stress of building and designing the perfect program in hopes to get straight A’s or a 4.0 from our customers. The constant quest for perfection has the potential to make CX a drag or hum-drum—just really. View Article.
Vonage
MAY 31, 2017
The worst person to ask for directions is somebody local, who knows the area too, too well. They’ll tell you something along the lines of, “Turn left where the old barn used to be, make a right where Ol’ Sanders was thinking of building a gas station but ended up deciding against it, go 2 miles, and there you are. Don’t worry — you can’t miss it.”. The reason such directions are impossible to follow is that they assume the listener has the same familiarity with the landscape as the person giving
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Experience Matters
MAY 30, 2017
Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Customer Connectedness, where the goal is to infuse customer insight across the organization.
Uniphore
MAY 30, 2017
The Promise. Many years ago, the banking industry introduced the call center channel with the goal of lowering service costs and improving the overall customer experience. The plan was essentially to eliminate basic, low value transactions from the traditional banking branches banking, which would allow branch workers to focus on higher revenue-generating activities, while also providing customer service access around the clock.
InMoment XI
MAY 30, 2017
It’s no secret that customers are flocking to social media in droves to express their delight and disdain with the brands they buy. A key tool that cutting-edge CX practitioners use to measure their social media (SM) reputation is sentiment analysis. This indicates the relative positivity (or negativity) and strength of the attitude expressed in. View Article.
Vonage
MAY 30, 2017
We’re extremely pleased to announce that ContactWorld has been voted best contact centre solution in the 2017 Call Centre Helper Awards! A big thank you to everyone that voted for us. The Top 10 Contact Centre Technology Awards were founded to recognise the best products on the market and help contact centre managers make informed decisions about the technologies they invest in.
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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?
Beyond Philosophy
MAY 31, 2017
Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Economists prefer to look at what people do instead, which, as we know, is what people are incented to do. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level.
Uniphore
MAY 31, 2017
I just called to say…I have a problem. Despite the massive investments many organizations are making in new digital contact channels, the majority of customers are still turning to the tried and tested telephone to resolve their challenges. Read More.
InMoment XI
JUNE 1, 2017
Let’s be honest with ourselves. We take customer experience way too seriously sometimes. We get wrapped up with the stress of building and designing the perfect program in hopes to get straight A’s or a 4.0 from our customers. The constant quest for perfection has the potential to make CX a drag or hum-drum—just really.
Michelli Experience
MAY 30, 2017
It doesn’t take a rocket scientist to identify the obvious trend away from brick and mortar in favor of online purchasing. Store closings, layoffs, and predictions of doom haunt many traditional retailers such as the Sears Holding Corporation (parent entity for both Sears and Kmart and an employer of 140,000 people). In a recent SEC filing the Sears Holding Company noted that it is selling property (e.g. in March 2017, they sold the Craftsman brand to Stanley Black & Decker) and engaging new
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.
Beyond Philosophy
MAY 29, 2017
The latest news – Graco is recalling more than 25,000 car seats that might not adequately restrain children during a crash! The National Highway Traffic Safety Administration announced Wednesday that the webbing in the car seat failed to meet Federal Motor Vehicle Safety Standards. Surely this would be an absolute minimum requirement. This will no doubt cause great concern and worry among parents who believe they have invested in a safe and reliable product to keep their child safe.
Customer Bliss
MAY 30, 2017
Episode Overview. Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time.
Calabrio
JUNE 1, 2017
It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience.
Michelli Experience
JUNE 2, 2017
This content is password protected. To view it please enter your password below: Password: The post Protected: appeared first on Joseph Michelli.
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Joe Rawlinson
MAY 31, 2017
Vilfredo Federico Damaso Pareto coined the idea that 80 percent of results come from 20 percent of the action. The Pareto principle may date back to the 1800s, but it’s still relevant for the consumer marketplace today. Take a look at your most loyal customers. Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales.
CX Journey
MAY 31, 2017
Image courtesy of Pixabay To tip or not to tip, that is the question. I just returned from a trip to Sydney, Australia, where I keynoted an event and also conducted a journey mapping master class. It was my first time to Australia, so before I traveled, I did a little homework on what I needed to take along, what to expect while there, etc. One of the interesting things I learned was that it's not necessary to tip; Australia has a non-tipping culture.
Calabrio
JUNE 1, 2017
It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience.
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