Optimove
OCTOBER 25, 2018
Digital and voice assistants are often the butt of many jokes, which speaks volumes about how we perceive this type of technology. This marketoon by Tom Fishburne makes me laugh every time I put my eyes on it because it’s a good demonstration of how suspicious we all can be toward innovation. We often realize the power it holds but also feel a bit doubtful about the capacity and execution.
InMoment XI
OCTOBER 26, 2018
I recently attended the CX Forum where brands shared and discussed not only their CX successes, but also their key challenges. Three of the principles particularly resonated with me, since they spanned the sectors and have existed as challenges since CX programmes were first established. All three are relevant for businesses in any stage of. View Article.
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AskNicely
OCTOBER 24, 2018
Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. Savvy business leaders work to ensure those outcomes by making Net Promoter Score a key performance indicator. They give this KPI to their marketing department or customer success team. However, while these teams are incented to execute, they often arrive back at a common set of challenges: Low Response Rates.
Experience Matters
OCTOBER 24, 2018
I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM). This new center––the Qualtrics XM Institute––brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM professi
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.
CX Journey
OCTOBER 24, 2018
Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site. Everything from the overall design of the pages to customer service to overall functionality plays into CX.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
OCTOBER 24, 2018
I am a planner. As a mom of four small children I have to be, in order for us to be (nearly) on time for all of our various commitments. Last Saturday morning for example, I had everything all planned out. I was going to take my second oldest to soccer while my husband took. View Article.
Beyond Philosophy
OCTOBER 25, 2018
Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?
C3Centricity
OCTOBER 22, 2018
If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again. I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere!
IntouchInsight
OCTOBER 26, 2018
What is it that prevents many customer experience (CX) pros from improving CX through the VoC? Here are seven reasons.
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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.
InMoment XI
OCTOBER 22, 2018
Fremont Bank Talks CX: Survey Success At Fremont Bank, they’ve worked hard to establish a relationship with clients face-to-face, however they acknowledge that digital methods of communication have changed how customers prefer to communicate. Watch Fremont Bank’s VP of Client Experience explain the challenges their CX program faced in capturing what their customers think.
QuestionPro Audience
OCTOBER 26, 2018
It’s no secret that the pet food industry is booming, and will continue to grow in 2019 due to two important factors: humanization and premiumization. Pet owners are already buying the amount of pet food they need, so the quantity can’t go up. Instead, growth is due to pet owners buying the best products for their pets. Premium pet food sales are continuing to increase, whereas other areas are seeing drops in growth.
CloudCherry
OCTOBER 25, 2018
On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? The discussion was so valuable to those in attendance, I wanted to take the time to crystallize some of our thoughts to share them further so more of the CloudCherry audience could benefit from their insights.
Cyara
OCTOBER 26, 2018
This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps. And in this post we follow up with a discussion of the importance of Agile and DevOps methodologies to customer experience.
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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.
AskNicely
OCTOBER 25, 2018
Turning NPS Promoters Into Proactive Advocates. Dear Abby, How can I leverage my NPS Promoters and their feedback for referrals and growth? Last time we talked about what do with your detractors, but more and more customers have been asking for a strategy around what to do with their NPS promoters. Look no further! Here are 4 ideas about how to get your promoters to become proactive.
QuestionPro Audience
OCTOBER 24, 2018
We may be only halfway through October, but it’s not too early to think about the upcoming holidays, and more importantly to many consumers and retailers—holiday shopping. In fact, holiday spending begins in October, not November. And according to eMarketer, all retail sales, whether online or in-store, will grow by 3.8% in 2018, to the tune of $691.9 billion.
GetFeedback
OCTOBER 26, 2018
The modern customer expects instant support from a real person—can you provide that? .
Customer Bliss
OCTOBER 25, 2018
In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. .
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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 Accelerator
OCTOBER 25, 2018
What a fantastic couple of days at the Arizona Biltmore. Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. There is no doubt that the contact center industry is poised for massive changes.
TechSee
OCTOBER 23, 2018
Hello. Thanks for calling our Hotel. How may I help you? Vs. Good morning, Laura. I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Are you calling to make another reservation? If so, I see you have 345 Loyalty points available to use towards your stay. Personalization as a driver in customer service.
Kristina Evey
OCTOBER 23, 2018
Shownotes … Lack of Momentum. We all know that not moving forward stalls results and focus. So why do we let it happen? Because life/work happens … and things get bumped. If this is you and your organization, you are most certainly NOT alone. The thing I find is companies simply let too much time pass between events, milestones, and follow up.
Kayako
OCTOBER 24, 2018
The times they are a-changing, and that goes double for the small business world. Customers, their habits and preferences, they’ve evolved a lot over the last several years—and customer support teams are sprinting to catch up. A whopping 87% of consumers say brands should put more effort into creating consistent support experiences. With changing customer needs and constantly evolving technology, that takes a lot more than just service with a smile.
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.
NICE inContact
OCTOBER 22, 2018
Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. TechStyle Fashion Group. “One of the reasons why we went to the cloud was to scale, not only to scale in size but also scale with regards to the cost,” said Aarde Cossoboom, from TechStyle Fashion Group.
GetFeedback
OCTOBER 22, 2018
Use these two very effective (and often overlooked) survey methods to predict customer retention.
Customercount
OCTOBER 22, 2018
Why We Shouldn’t Talk To Ourselves: Text Messaging is rising and rising and rising By Robert A. Kobek, RRP I read a press release the other day on LinkedIn and a national trade publication that claimed a resort company was … Continue reading → The post Is your Feedback System Convenient? appeared first on CustomerCount.
Customer Bliss
OCTOBER 23, 2018
In my new 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?
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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,
NICE inContact
OCTOBER 24, 2018
We hear it every year: The NICE inContact CX Excellence Awards program is one of the favorite events at our Interactions conference. That’s because we celebrate customers for using NICE inContact products and services to drive exceptionally creative, innovative customer experiences. Once again in 2019, we’ll be shining the spotlight on outstanding performance with awards in five categories: Best Cloud Implementation.
Uniphore
OCTOBER 23, 2018
Numerous discussions with Artificial Intelligence and Machine Learning experts have revealed why making enhancements to conversational assistants is such a challenge. Well-known companies have shared, and this is what I’ve learned from the largest and most innovative. Read More.
InMoment XI
OCTOBER 22, 2018
Fremont Bank Talks CX: Survey Success At Freemont Bank, they’ve worked hard to establish a relationship with clients face-to-face, however they acknowledge that digital methods of communication have changed how customers prefer to communicate. Watch Freemont Bank’s VP of Client Experience explain the challenges their CX program faced in capturing what their customers think.
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