InMoment XI
APRIL 11, 2018
Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX. These maturity models do provide value, but too often they are based on a CX firm’s experience, rather. View Article.
Centriam Customer Experience Lab
APRIL 11, 2018
Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. Software choices are obviously growing, but this abundance of choice fuels confusion. This bewilderment is further fanned by aggressive marketing and an alphabet soup of technology acronyms. So which technology should you turn to improve your customer experience?
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GetFeedback
APRIL 10, 2018
When you're a CSM juggling dozens of new accounts, tuning into customers' needs is challenging enough. Start measuring customer health without the headache.
CX Accelerator
APRIL 11, 2018
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters
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 10, 2018
I have a love / hate relationship with my To-Do list. The love part comes from that shot of dopamine it must trigger when I get to actually check something off. Is there a better feeling? Sometimes, even if I have completed a task before I get to create my list for the day, I. 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 7, 2018
We published this new video, which is part of Temkin Group’s efforts in making 2018 “The Year of Humanity.” The post Humanity: You Have A Choice (Video) appeared first on Customer Experience Matters®.
QuestionPro Audience
APRIL 11, 2018
Consumers, get ready to see even more influencer marketing on your social media channels. According to a study conducted by the Association of National Advertisers (ANA), 75% of advertisers surveyed currently use influencer marketing. 43% of national advertisers who already engage in influencer marketing are planning to increase their spend over the next 12 months.
InMoment XI
APRIL 10, 2018
I have a love / hate relationship with my To-Do list. The love part comes from that shot of dopamine it must trigger when I get to actually check something off. Is there a better feeling? Sometimes, even if I have completed a task before I get to create my list for the day, I. View Article.
AskNicely
APRIL 10, 2018
When it comes to delivering amazing customer experiences, timing is everything. We now live in the age of the always-on customers. In other words, business grows hinges on your ability to deliver amazing experiences. And improving on those experiences requires a constant stream of feedback to your team. What if you could funnel customer feedback to the right people so they can take the right action in real time?
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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.
NICE inContact
APRIL 11, 2018
Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic. The company handles customer service for 30-plus clients based in five different countries—Sweden, Denmark, Norway, Finland and Latvia—including numerous international brands in the retail, streaming media and insurance industries. And those clients have customers of their own, often in different countries.
Customer Bliss
APRIL 9, 2018
When it comes to initiating change within an organization, you must first ask, “Are we united in how we make decisions that impact customers?” One of the first activities I often take to unite leaders during my coaching sessions is to use a customer journey framework to build an operational “code of conduct.” It gives the organization clarity about how to make decisions, and it’s a powerful first step in embedding the customer journey to inform and enable decision-m
Experience Matters
APRIL 9, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Subway and Popeye’s Louisiana Kitchen for earning the top customer experience ratings in the fast food industry.
GetFeedback
APRIL 10, 2018
When you're a CSM juggling dozens of new accounts, tuning into customers' needs is challenging enough. Start measuring customer health without the headache.
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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.
CX Accelerator
APRIL 11, 2018
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what
CX Journey
APRIL 11, 2018
Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now - and often - as I work with my clients.
Experience Matters
APRIL 10, 2018
We just published a Temkin Group report, The State of CX Management, 2018. Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row. This year, the benchmark is based on a survey of 171 companies with at least $500 million in annual revenues. Respondents not only answered questions about CX management, they also completed our CX Competency and Maturity Assessment.
GetFeedback
APRIL 11, 2018
Want to keep tabs on customer sentiment without the hassle? With our prebuilt survey question, measuring customer satisfaction is easier than ever.
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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 Bliss
APRIL 11, 2018
If you look back on your career journey, do you recognize specific skills and experiences that paved the way for you to succeed in your current role? In today’s episode, I revisit conversations with two customer experience leaders in healthcare, Geeta Wilson , VP of Consumer Experience – Enterprise Transformation at Humana , and Jackie McAtee , who at the time, was vice president of marketing and customer experience for Mayfair Medical Imaging.
TechSee
APRIL 10, 2018
As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse? Many BPOs that have built the core of their businesses on the provision of human labor or Full Time Equivalents (FTEs) are wary of automation and its outcome.
Experience Matters
APRIL 13, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Fidelity Investments for delivering the best customer experience across investment firms.
IntouchInsight
APRIL 12, 2018
There are several trends occurring across the world that are contributing to hyper-competition around customer experience. Increasingly educated and connected, consumers are empowered in their purchase decisions and expect consistent, high-value experiences. Research firms such as Forrester and Gartner have coined this as the “Age of the Customer,” as superior customer experience is one of the few remaining means of sustainable competitive differentiation for companies.
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.
Vonage
APRIL 12, 2018
For Gainsight CEO Nick “Block Chainz” Mehta, Customer Success isn’t just business; it’s personal. This philosophy provided the inspriation for his opening keynote – and rap performance – at Pulse 2018, Gainsight’s annual conference for Customer Success professionals to share best practices, learn about new developments and network with peers in the industry.
TechSee
APRIL 9, 2018
Visualization and automation are two fundamental innovations that are currently transforming the customer service industry. The team at TechSee is committed to the research and development of these technologies in the domain of customer care. We’ve made significant progress breaking down the customer care process from unboxing and installation through technical support and troubleshooting, with the ultimate goal of creating an autonomous Virtual Technician.
Experience Matters
APRIL 12, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry.
IntouchInsight
APRIL 11, 2018
Insider tips from Jim Tincher (CCXP) and customers on how to build a successful customer-focused strategy across your organization.
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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,
Uniphore
APRIL 11, 2018
A few weeks ago, Gartner revealed a pretty stunning prediction : by 2020, 40% of bots and virtual assistants launched in 2018 will have been abandoned. This development was actually pretty predictable. Core technologies to build intelligent assistants have matured rapidly and are widely available. It triggered a vendor "gold rush" building chatbots.
Michelli Experience
APRIL 10, 2018
Waiting for Your Email: For the Good of Humanity, Please Reply. What happened to service standards and communication etiquette? At the risk of sounding like my father (as he extolled the virtues of the good old days), I am mystified by the rapid deterioration of responsive communication and service urgency. I suspect I’ve been blessed (and cursed) to have started my professional career working for companies and leaders who established clear, written communication expectations and insisted on rea
Experience Matters
APRIL 13, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Amazon Prime (music & video) for delivering the best customer experience across streaming media services.
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