Experience Investigators by 360Connext

JULY 7, 2020

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind. What do you see? If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

eglobalis

JULY 5, 2020

150

150

inmoment

JULY 9, 2020

The Coronavirus pandemic has left no aspect of customer experience (CX) programs unchanged, especially compensation practices tied to CX results. COVID-19 has brought about uncertainty, but it also presents a unique opportunity to reevaluate—and redesign—CX-based compensation practices that companies have long held sacred. Let’s discuss how these practices are doing in the current age and how they might fare better during and after this pandemic.

Measurement 59

Measurement How To Metrics B2B 59

GetFeedback

JULY 6, 2020

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space.

Analysis 437

Analysis Marketing Management Customer Experience 437

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.

Data

Steve DiGioia

JULY 6, 2020

Remember when you’d fall asleep on the living room couch and wake up after midnight to a TV that was all static because the stations when off the air ? Remember when the 5-second rule applied for almost any food that fell on the floor? Remember when your mom said, “ I don’t care that Jimmy isn’t wearing a coat. You’re not going out without one” ? Remember when Jordache Jeans were the big fashion wear in the ’70s and early ’80s?

Fashion 275

Fashion 275

C3Centricity

JULY 8, 2020

Denyse Drummond-Dunn · What makes a great website? “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers? The answers to these questions will help you to publish a successful website.

Engagement 207

Engagement Entertainment Customer Centricity Social Media 207

GetFeedback

JULY 6, 2020

Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments.

How To 509

How To Metrics Customer Experience Customers 509

IntouchInsight

JULY 6, 2020

We are so proud of the work our clients are doing in there communities and want to try and share these positive stories. Follow #ExperiencesThatMatter on social media to keep up to date. Here is our latest round-up to catch you up.

Social Media 192

Social Media 192

NICE inContact

JULY 10, 2020

As the future feels uncertain, it’s never been more important to focus on what you can control in your contact centre. And there’s plenty you can do to ensure satisfaction of both your agents and your customers. Explore the keys to business continuity and success, so your outbound or inbound contact centre can be resilient and adapt to the remote work environment with skill and speed.

Contact Center 156

Contact Center Call Center Customers Trends 156

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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.

Customers

BlueOcean

JULY 8, 2020

Time kind of lost all meaning in the first half of 2020 so it’s especially hard to believe we’re in the middle of summer already. In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. We were curious what industry influencers are talking about right now and wanted to share our findings here.

Trends 156

Trends Customer Service Contact Center Metrics 156

GetFeedback

JULY 4, 2020

Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts.

User Experience 430

User Experience Metrics ROI How To 430

Storyminers

JULY 8, 2020

Collaborating with over 11 speakers for over 240 minutes from across the world we delivered our very first global virtual event! Hosted by Nadine Dereza, we showcased how the power of the spoken word can inspire us to reach our true potential even during the most challenging of times. Here are the details on these award-winning businesspeople (who also happen to be pretty good speakers)… “The Rule of 63” The results you want in the future, won’t happen based on what you do today… Reg Athwa

Competitive Advantage 162

Competitive Advantage Culture ROI Customer Centricity 162

NICE inContact

JULY 8, 2020

Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.

Contact Center 156

Contact Center Engagement Management How To 156

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Heart of the Customer

JULY 7, 2020

Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count. But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […].

Tips 174

Tips Customers Strategy Customer Experience 174

GetFeedback

JULY 7, 2020

Simplified CX YouTube series episode on how to prove the ROI of your CX program.

ROI 458

ROI Customer Experience Customers How To 458

Storyminers

JULY 7, 2020

This article was originally presented on Customer Engagement Magazine’s website. The post Customer Engagement – March 2014 appeared first on StoryMiners.

Customer Engagement 162

Customer Engagement Engagement Customers 162

NICE inContact

JULY 6, 2020

Watch and discover how CXone empowers agents, supervisors, and admins to drive efficiency and deliver exceptional customer experiences with a total solution suite. Call center software is not easy. There are tons of little pieces and parts and lots of ways to build it today. For contact center software consider this.

Call Center 156

Call Center Software Contact Center Software Contact Center 156

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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?

Customer Experience

Steve DiGioia

JULY 9, 2020

Are your company’s numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? But what about the customer? What’s more important? Has your success come at the expense of the very same people that have allowed you to move up the corporate ladder or have a successful business? Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job.

Tips 147

Tips Guest Experience Advertising Policies 147

GetFeedback

JULY 5, 2020

Four steps to integrate user feedback into your bug tracking program.

Feedback 385

Feedback How To 385

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Like the new cash register-less check-out at Amazon GO? Why doesn’t Target offer that? Prefer the customized recommendations you get from Nordstrom? Why doesn’t Men’s Wearhouse do it that way? It’s simply natural to let expectations creep between brands.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

NICE inContact

JULY 5, 2020

Artificial intelligence (AI) has been around for years, but it's the recent advances that have created so much buzz. These advances show that AI is making machines smarter in very visible ways, ranging from "smart homes" to lifelike robots making the rounds of late-night TV shows.

Consumers 156

Consumers Customer Service Customers Contact Center 156

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.

Retail

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic.

Groups 162

Groups Customers Consulting Examples 162

GetFeedback

JULY 5, 2020

Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts.

User Experience 195

User Experience Metrics ROI How To 195

TechSee

JULY 8, 2020

Field service organizations have long been implementing measures to reduce their high operational costs. Technician dispatches, in particular, are a huge drain on resources, considering that each truck roll involves technician labor costs, and vehicle expenses such as fuel and insurance. Remote maintenance is therefore becoming a preferred solution for many field service organizations, as it enables technicians to monitor and maintain customer systems from afar using a range of tools and sensors

Technology 109

Technology B2B Insurance Customer Satisfaction 109

Cyara

JULY 6, 2020

Testing what you’ve developed before the big, red “go live” button is pressed isn’t a new concept. It’s been a crucial part of software development for a long time, and a practice that development teams employ everywhere. When and how often that pre-deployment testing should occur is a more recent topic of discussion, with the “shift-left” label and plenty of proof points to back up its benefits.

Software 128

Software Management 128

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Beyond Philosophy

JULY 4, 2020

What A Face Mask Can Do for Customer Segmentation. Everyone has an opinion about face masks. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between. However, what you probably didn’t know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand them.

Groups 154

Groups Exercises Government Customers 154

GetFeedback

JULY 7, 2020

Everything you need to know to collect, analyze, and act on product feedback to continue innovating.

Feedback 195

Feedback Examples Survey Innovation 195

ShepHyken

JULY 7, 2020

The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. They discuss her career history of using amazing customer experiences as a competitive differentiator, plus a few tips on speaking and presenting.

Tips 125

Tips Culture Customer Service Customer Experience 125