Beyond the Arc

MARCH 6, 2019

How can you make better business decisions? Imagine you work at a large bank. Your goal is to strategically choose which customer experience problems to solve first – where should you invest time and money to have the biggest impact? One way to rank issues is by expected profit alone. But that discounts the customer. Read More. The post Prioritizing projects with customer journey analytics appeared first on Blog @beyondthearc.com.

Customer Journeys 40

Customer Journeys Analytics Banking Customers 40

Integrity Solutions

MARCH 4, 2019

The truth is, now more than ever, everyone plays a part in delivering a superior customer experience. Who’s responsible for creating an exceptional customer experience in your organization? Customer Service? Sales? Client Relationship Managers? Marketing? Product Development? IT? Leadership? Don’t worry — it’s a trick question. The truth is, now more than ever, everyone plays a part in delivering a superior customer experience.

Customer Experience 63

Customer Experience Competitive Advantage Customer Centricity Chatbots 63

C3Centricity

MARCH 6, 2019

In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain. They have recently introduced many new-style speed radars in the villages around my home town in Switzerland.

Strategy 195

Strategy Customer Centricity Exercises Customers 195

CloudCherry

MARCH 3, 2019

You can’t decide where you’re going if you don’t take stock of where you are. An amazing customer experience won’t just happen by accident. To assess your readiness for CX improvement, look to the CX Maturity Model. In thousands of interviews across industries, with companies of every possible size, we started to notice certain CX patterns emerging.

Customer Experience 186

Customer Experience Self Service Culture Customers 186

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

Myra Golden

MARCH 6, 2019

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language. The CBS This Morning crew stopped the interview to give R. Kelly the chance to compose himself.

Tips 78

Tips Video Trends Customer Experience 78

Experience Matters

MARCH 8, 2019

In honor of International Woman’s Day, I decided to compare the difference in well-being across gender and age by dissecting the 2018 Temkin Well-Being Index (TWBI). I examined the overall TWBI, as well as the three elements that make up the index—the percentage of consumers who agree that they are: Typically happy Healthy Financially Secure As you can see in the charts below: Young females have the lowest level of well-being.

Financial 251

Financial Consumers Customer Experience Customers 251

CloudCherry

MARCH 8, 2019

It is International Women’s Day, a day to honor and celebrate the achievements of women who inspire us in their own unique ways. It’s a day to remember why ‘Women’ all around us are so amazing. So, let’s begin by saying this out loud-. “If you want anything said, ask a man. If you want something done, ask a woman.” – Margaret Thatcher said it and we can’t agree any less!

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

InMoment XI

MARCH 7, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions, and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. All is well and good except when it comes to product-centric organizations.

Customer Centricity 200

Customer Centricity Leadership Sales Strategy 200

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

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Customers

Experience Matters

MARCH 5, 2019

Last week I spoke at a local CXPA meeting in Boston. We had a great turnout, thanks to the great work of the planning committee and the wonderful space provided by Education First. I led a discussion about the future of CX, which I believe was applicable to all experience management (XM) leaders. One of my key messages was that we need to think of our roles differently as we push our organizations to even higher levels of CX/XM maturity.

Meeting 212

Meeting Management Customer Experience Customers 212

GetFeedback

MARCH 4, 2019

When you’re running a business or you’re a part of a company, you need to be aware of the importance of the omnichannel customer experience (CX). This means, knowing what your customers want, how they feel, and providing them with the best possible experience with your brand or company. Customer experience techniques and strategies have evolved over time, making it possible for everyone to improve their customers’ overall experience.

Social Media 186

Social Media Omni-Channel Advertising Customer Retention 186

NICE inContact

MARCH 5, 2019

Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. And their opinions and channel preferences are constantly evolving.

Self Service 169

Self Service Omni-Channel Chatbots Trends 169

IntouchInsight

MARCH 4, 2019

Journey mapping expert, Jim Tincher, explains how to drive action from journey maps, the importance of involving the entire organization in the process, and how anyone can get started by focusing on the key moments that matter in the customer journey.

Customer Journeys 161

Customer Journeys How To Customers 161

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Communication

Kristina Evey

MARCH 7, 2019

Shownotes… You can’t be afraid of change in Customer Experience. Change is a prerequisite. This episode discusses the changes you … Read More Episode 41 – Changes to Make and Changes You’ll See in Customer Experience. The post Episode 41 – Changes to Make and Changes You’ll See in Customer Experience appeared first on Kristina Evey.

Customer Experience 136

Customer Experience Customers Customer Experience Management Management 136

Customer Bliss

MARCH 8, 2019

How must we examine the complete customer journey to understand the underlying drive of customers? How can we use that customer journey to develop digital products that better meet their needs? In this episode, Mark Bartlett , Chief Experience Officer at FPX , chats with me about the importance of developing your customer narrative and understanding their behaviors , so you can design products that they’ll get the most benefit out of.

B2B 137

B2B Software Customer Journeys Company 137

Kayako

MARCH 7, 2019

When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Chances are that your request has been handled by a chatbot instead of a person. As an increasing number of online businesses have started getting real value from chat bots, the use of this technology has skyrocketed amongst many companies in recent years.

Chatbots 125

Chatbots Communication Report Customers 125

Comm100

MARCH 7, 2019

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. These gaps aren’t caused by bot technology itself, but rather by misplaced expectations of performance or a lack of thorough understanding of the various types of bots available.

Chatbots 132

Chatbots Technology Social Media Examples 132

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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

GetFeedback

MARCH 4, 2019

When you’re running a business or you’re a part of a company, you need to be aware of the importance.

Social Media 150

Social Media Omni-Channel Company 150

Beyond Philosophy

MARCH 8, 2019

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. Author, speaker, and customer loyalty expert Dr.

Innovation 133

Innovation How To Consulting Loyalty 133

TechSee

MARCH 5, 2019

Claims processing is a key touchpoint in the customer life cycle, and insurers have only a short window of opportunity to satisfy policyholders. Companies that strategize their efforts to improve insurance claims processing can expect higher levels of operational efficiency. They’ll also improve financial results and serve happier customers. While each claim is different, standardized elements of claims processing can be streamlined with the strategic implementation of new technologies.

Insurance 95

Insurance eBook Self Service Travel 95

Comm100

MARCH 7, 2019

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. These gaps aren’t caused by bot technology itself, but rather by misplaced expectations of performance or a lack of thorough understanding of the various types of bots available.

Chatbots 100

Chatbots Technology Social Media Examples 100

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

ShepHyken

MARCH 6, 2019

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do.

Airlines 111

Airlines Customer Service Training Travel Training 111

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. To measure something like customer emotions in your Customer Experience, you need the proper tools.

Measurement 122

Measurement Tools Survey Fashion 122

Oracle

MARCH 4, 2019

The digital customer experience evolves rapidly. With every new smartphone release and operating system update comes room for improvement with how consumers experience your brand. Smart CX strategies focus on not simply implementing new ideas for a quality experience, but also improving upon how customers currently interact with the overall digital presence.

Tips 110

Tips Strategy Customer Experience Knowledge Base 110

CX Journey

MARCH 5, 2019

Image courtesy of Pixabay The ultimate fan is an immortal fan! This past weekend, I attended the Good is the New Cool event in Los Angeles, an event that is based on the book by the same name. It was such an inspirational event with a lot of great speakers sharing stories of how they're making an impact and fighting for change in a variety of social arenas, including child slavery, mental health, gun violence, bullying, the water shortage, plastic in the oceans, recidivism, and more.

Sports 86

Sports Video Brands Innovation 86

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Tips

ShepHyken

MARCH 8, 2019

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. – Shep Hyken. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. When asked about it, the owner explained one of the secrets to their success.

Consulting 108

Consulting Customers Customer Service Course 108

Beyond Philosophy

MARCH 4, 2019

We develop emotional intelligence as children once we understand how other people feel. Based on the behavior of a few of our fellow humans, some of us more than others. Now, machines are developing emotional intelligence as well. The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast.

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102

Oracle

MARCH 7, 2019

CX: The Past. I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. In fact, it was not uncommon for the skills and competencies professionals used in pursuit of doing what was right for customers and employees prior to 2011 to be overlooked, or considered “soft and fluffy,” or just plain irritating. “Customer experience” across the organization wasnR

e-support 103

e-support Customer Centricity Customer Journeys Technology 103