InMoment XI
APRIL 27, 2017
The age of automation is going to be the age of do it yourself.” — Marshall McLuhan, 1964 I recently had the pleasure of delivering the closing keynote at CXFusion 2017. I spoke to conference attendees about the importance of human touch in an automated world. This topic is a daily tug-of-war we’re all experiencing at.
Experience Matters
APRIL 25, 2017
If you are only going to read only one thing about customer experience, then this report is it. It’s the blueprint for building a customer-centric organization… and it’s free. We just published a Temkin Group report, The Four CX Core Competencies. This blueprint to building a customer-centric organization is an update to our groundbreaking research that was […].
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Experience Investigators by 360Connext
APRIL 24, 2017
I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions. In most cases, it’s new philosophy, limited staff and authority, and typically a culture straining against the wave of change that is required with a successful customer experience strategy.
GetFeedback
APRIL 26, 2017
We created Custom Notifications to help you get feedback in the right hands immediately, so your team can close the loop faster.
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
APRIL 27, 2017
The age of automation is going to be the age of do it yourself.” — Marshall McLuhan, 1964 I recently had the pleasure of delivering the closing keynote at CXFusion 2017. I spoke to conference attendees about the importance of human touch in an automated world. This topic is a daily tug-of-war we’re all experiencing at. 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.
Experience Matters
APRIL 24, 2017
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, researching a health plan. We analyzed the emotional responses across different ages of consumers after that interaction and found that: Consumers who are 44-years-old or younger tend to […].
ijgolding
APRIL 25, 2017
In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. In truth, I could have written a 500,000 word white paper listing hundreds of similar examples that I have personally experienced in the past and continue to experience on a regular basis.
InMoment XI
APRIL 25, 2017
Whenever I’m around my parents and mention accomplishing some task on my own, my mother will typically smirk and remind me of something I (apparently) used to constantly say as a child—“Dougie do it! Dougie do it!” Yes, apparently I yearned for my freedom and autonomy from a very young age. This behavior and mentality. View Article.
Kayako
APRIL 25, 2017
This is a guest post by our friends over at Nicereply. Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Dealing with your business shouldn’t be hard work. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted.
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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.
Experience Matters
APRIL 28, 2017
Six years ago I announced the creation of the Customer Experience Professionals Association in a blog post called… Announcing The CXPA; Customer Experience Professionals Unite! In that post, I listed these objectives that co-founder Jeanne Bliss and I had for the CXPA: There are many customer experience networking groups, but the industry has hit a stage […].
Customer Bliss
APRIL 27, 2017
After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel. You probably know what omnichannel means, but a quick definition is always helpful. It refers to the various touch points by which a business/organization can reach a customer. The idea — and the ideal — is to get the offer in front of them at the time they’re most likely to be interested.
InMoment XI
APRIL 25, 2017
Whenever I’m around my parents and mention accomplishing some task on my own, my mother will typically smirk and remind me of something I (apparently) used to constantly say as a child—“Dougie do it! Dougie do it!” Yes, apparently I yearned for my freedom and autonomy from a very young age. This behavior and.
Calabrio
APRIL 27, 2017
To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.
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GetFeedback
APRIL 25, 2017
We're excited to unveil GetFeedback for Financial Services: a new way for FinServ companies to enhance the client experience and drive long-term loyalty.
Experience Investigators by 360Connext
APRIL 28, 2017
It’s all about your people. And it’s also about…your people. Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.
InMoment XI
APRIL 24, 2017
I’m still on a high from the 2017 CXFusion Conference in Las Vegas. I taught a workshop on strategic roadmapping using our free CX Assessment to a group of eager CX professionals. In the time since, I’ve continued to reflect on how to do this effectively, and I have some additional thoughts to share. Anyone. View Article.
Vonage
APRIL 25, 2017
Harvey Mackay is the author of Swim With the Sharks Without Being Eaten Alive and other bestsellers. More than 10,000,000 of his books have been purchased around the world. He is also a master of using excellent customer service skills. Harvey is founder of the Mackay Envelope Corporation and is one remarkable human being. I had the pleasure of sharing a speaker’s platform with him at an Achiever’s Congress in Asia where he demonstrated the meaning of impeccable customer service skills.
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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?
CX Journey
APRIL 26, 2017
Image courtesy of m kasahara I originally wrote today's post for Clicktools. It was published on their blog on July 6, 2016. I've made slight modifications. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. I beg to differ. Yes, there are several other ways in which companies can listen to customers and learn how well they’re delivering on the experience, but surveys aren’t going anywhere.
GetFeedback
APRIL 26, 2017
We created Custom Notifications to help you get feedback in the right hands immediately, so your team can close the loop faster.
InMoment XI
APRIL 24, 2017
I’m still on a high from the 2017 CXFusion Conference in Las Vegas. I taught a workshop on strategic roadmapping using our free CX Assessment to a group of eager CX professionals. In the time since, I’ve continued to reflect on how to do this effectively, and I have some additional thoughts to share. Anyone.
Customer Bliss
APRIL 25, 2017
Episode Overview. The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers. Because of the vast scale of mobile/digital now, some of these interactions are seen live by 100 people — then seen by millions (if not billions) globally when they spread.
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.
Uniphore
APRIL 28, 2017
Every company loves positive feedback, but the truth is it’s the negative feedback that really drives the company’s long-term success. How so? Just like any real and important relationship, only when customers complain, do companies truly discover, and hopefully solve, customer problems as they arise. Read More.
GetFeedback
APRIL 26, 2017
We sat down with Peapack-Gladstone Bank to understand why they tapped into GetFeedback to supercharge their client experience.
CustomerGauge
APRIL 26, 2017
NPSBenchmarks.com is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […]. The post HPE Software On How To Close The Loop & Drive Revenue Growth [Interview] appeared first on CustomerGauge.
Beyond Philosophy
APRIL 24, 2017
Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. To find out, the research team put participants in an fMRI machine (functional magnetic resonance imaging) to see what happened when they lied.
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Calabrio
APRIL 27, 2017
To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.
Uniphore
APRIL 27, 2017
When most people think about customer service, it usually means that someone had a problem, contacted your support team, and then you acted to resolve the issue. While this approach is still the most common, the truth is this reactive listening is overrated. Read More.
Michelli Experience
APRIL 25, 2017
I call them UICs (unique industry challenges) and I see them as foundational issues that must be overcome to deliver outstanding customer experiences. Recently, high profile incidents at American Airlines ( a confrontation between a flight attendant and a mother with two children as well as another passenger overheard the flight attendant’s behavior concerning the mother’s stroller ) and United ( the forcible and injurious removal of a passenger on an overbooked flight ) highlight several major
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