InMoment XI
DECEMBER 13, 2016
Ask anyone how they’re doing and you will likely get the same response: “Busy!” We all have lots to tend to. Whether keeping up with the neighbors or inventing the next big social media meme, life is exhausting. Add to that a job, a family, and some hobbies, and it’s no wonder we are all.
Experience Matters
DECEMBER 12, 2016
Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […].
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Kayako
DECEMBER 15, 2016
This is a guest post from our friends over at Recruiterbox. Sarah Caminiti will share why tone of voice in your communication with customers is important, and how it can be used as a unique hiring tool. How do you come across to your customers? Are you received as being professional and reassuring? One of the most vital pieces of building a support team is setting the right tone for your customers.
Customer Bliss
DECEMBER 13, 2016
Episode Overview. Dayton Semerjian was a Chief Marketing Officer four times. Because his ultimate goal was moving towards a CEO role, he shifted a bit — and ran a $600 million P&L and then a $2.5 billion P&L for CA Technologies. Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be su
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InMoment XI
DECEMBER 15, 2016
On Wednesday morning of November 9th people all over the world were asking, “How did the pollsters get it so wrong? Have we lost our ability to understand the true sentiment and intentions of a population using surveys, questionnaires and polls?” For those of us in the customer experience space, these results made us step.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ijgolding
DECEMBER 14, 2016
Do your people ‘make’ your company? Do your people ‘make’ your Customer Experience’? Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Their new advertising campaign caught my attention a couple of weeks ago – it did so because I found it extremely unusual.
Vonage
DECEMBER 13, 2016
“Often the psychology of queuing is more important than the statistics of the wait itself” – Dr Richard Larson , Mitsui Professor of Engineering Systems at MIT, considered to be the world’s foremost expert on lines. . People overestimate how long they’ve waited in a queue by roughly 36 percent – Jacob Hornik, researcher on subjective vs objective time measures.
InMoment XI
DECEMBER 15, 2016
On Wednesday morning of November 9th people all over the world were asking, “How did the pollsters get it so wrong? Have we lost our ability to understand the true sentiment and intentions of a population using surveys, questionnaires and polls?” For those of us in the customer experience space, these results made us step. View Article.
Experience Matters
DECEMBER 14, 2016
People are always asking us about the correlation between customer experience and business results. While we recommend that companies examine this relationship for their specific company, we’ve done extensive industrywide analyses on the topic. At the bottom of this post we’ve assembled a number of industry-specific charts that you can download and use.
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.
Michelli Experience
DECEMBER 15, 2016
If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available. This generation of young people will likely tell future generations that they lived in an era when some people actually lined up to give paper money or swipe a plastic card in front of someone called a cashier.
Alida
DECEMBER 15, 2016
Did you know that 90 percent of all companies market with content ? Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return. For example, content marketing costs 62 percent less than outbound marketing and generates more than three times as many sales leads.
InMoment XI
DECEMBER 14, 2016
What do you expect will have to change in your CX program a year from now? In your company in the next year, the following will assuredly happen: Customer needs will not change at all Operations will not implement any process improvements Customers will not encounter any meaningful issues that you are not aware of. View Article.
Experience Matters
DECEMBER 16, 2016
If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. You also know that we’ve called 2016 The Year of Emotion, and have been trying to raise the visibility of this key area with out Intensify Emotion efforts. […].
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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.
NICE inContact
DECEMBER 12, 2016
We all want our agents to provide “great” service. When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?
Steve DiGioia
DECEMBER 12, 2016
This original article was written by Steve DiGioia. The dreaded job interview, everyone hates them. But here’s the key to having a great interview – you must show how, based on your past proven experience, you (over anyone else) can bring value to the company. Here’s some information your next boss will want to know: Is this someone we want to work with for years to come?
InMoment XI
DECEMBER 14, 2016
What do you expect will have to change in your CX program a year from now? In your company in the next year, the following will assuredly happen: Customer needs will not change at all Operations will not implement any process improvements Customers will not encounter any meaningful issues that you are not aware of.
Experience Matters
DECEMBER 14, 2016
People are always asking us about the correlation between customer experience and business results. While we recommend that companies examine this relationship for their specific company, we’ve done extensive industrywide analyses on the topic. At the bottom of this post we’ve assembled a number of industry-specific charts that you can download and use.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
GetFeedback
DECEMBER 13, 2016
Salesforce asked 7,000 people what they expect from modern brands. We summed up their most interesting findings on today's "connected customer.".
Customer Bliss
DECEMBER 15, 2016
This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? These questions, all tied to strategic management, should be top of mind for you — even if you’re working from home the next few weeks.
InMoment XI
DECEMBER 13, 2016
Ask anyone how they’re doing and you will likely get the same response: “Busy!” We all have lots to tend to. Whether keeping up with the neighbors or inventing the next big social media meme, life is exhausting. Add to that a job, a family, and some hobbies, and it’s no wonder we are all. View Article.
Experience Matters
DECEMBER 16, 2016
If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. You also know that we’ve called 2016 The Year of Emotion, and have been trying to raise the visibility of this key area.
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ijgolding
DECEMBER 15, 2016
Thoughts on the role of HR in an integrated customer excellence strategy. Steelcase, a leading designer of cutting edge office environments, invited me to a Cultural Roundtable. Steelcase has lots of research to show that well-designed workplaces can amplify the performance of people, teams and organisations, hence the eclectic mix of designers and human resource directors, debating organisational culture in Clerkenwell, fuelled by a steady flow of champagne and stylish nibbles.
CX Journey
DECEMBER 14, 2016
Image courtesy of Noel Dela Cena I originally wrote today's post for the CXPA blog and have modified it slightly since then. Simon Sinek said: A community is a group of people who agree to grow together. I think that describes the customer experience profession, and especially the Customer Experience Professionals Association (CXPA), quite well. There’s a lot of value in connecting with other customer experience professionals, whether those connections are made through the CXPA or not.
NICE inContact
DECEMBER 14, 2016
Change is hard. As humans we are creatures of habit. Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Studies have concluded that 70% of change initiatives fail for a wide variety of reasons.
CustomerGauge
DECEMBER 13, 2016
2017 is already knocking on the door, so we thought it would be useful for our readers out there to know who are some of the top customer experience influencers they can follow in the upcoming year. Through our work we have a daily exposure to these thought leaders and always enjoy learning about best […]. The post 20 Customer Experience Influencers to Follow in 2017 appeared first on CustomerGauge.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Alida
DECEMBER 15, 2016
In a recent interview with Fox Business Network, Cleveland Clinic CEO Toby Cosgrove, MD, shared why health care will see more consolidation in the next few years. The number of mergers and acquisitions (M&A) will increase, according to Dr. Cosgrove, as the industry grapples with pressures to be more efficient. He sees consolidation as a way for hospitals to gain more purchasing power, reduce redundant services and drive costs down.
Beyond Philosophy
DECEMBER 12, 2016
There are three critical elements every online holiday shopper expects this year. If you don’t meet them, they likely won’t buy with you, not now in the holiday season, or in the new year either. Chances are if you are shopping for the holidays, you are buying at least in part online. Per USA Today , this year’s Cyber Monday booked $3.45 billion in sales, representing 12% growth for Cyber Monday sales in 2015.
Kerry Bodine
DECEMBER 16, 2016
Join us for a hands-on customer journey mapping workshop in 2017! I’m thrilled to announce our 2017 lineup of open enrollment journey mapping workshops: February 21 & 22 in San Diego. May 9 & 10 in Chicago. August 16 & 17 in San Francisco. Save the date: October 3 & 4 in Boston. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effective
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