InMoment XI
MAY 18, 2017
Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back. While at the time.
Kayako
MAY 18, 2017
Think about your ideal experience as a customer. It was smooth and quick to get in touch with a knowledgeable and friendly support person, right? You felt heard, and understood! When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. And yet we more commonly experience high friction scenarios.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Bliss
MAY 18, 2017
It can be common at some companies for execution to be the norm. (More on this in a second.) I’ve done 51 episodes of my podcast now, and usually the feedback I get from listeners is that they like the sections where the guests go over actionable, tactical items. In other words: execution. People want to know how to achieve something — the steps and processes — because often that’s most important to their rank/level (and theoretically most important to the company scali
ijgolding
MAY 17, 2017
Most human beings have a small number of people they consider to be their ‘heroes’ For some, it is a relative – their mother, father, brother or sister, husband, wife or partner – it may be a long departed uncle who flew Spitfires in World War II. Others may have heroes from the sporting arena, whether it be a football or soccer player; Muhammad Ali, or a multiple Olympic champion.
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
MAY 18, 2017
Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back. While at the time. 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.
AskNicely
MAY 18, 2017
(don’t just leap in). *you should think of NPS as a way to lovingly embrace your customer rather than attacking them, but for the sake of our black belt theme, we’re going to call it an attack. Right, you’ve convinced your boss? and the rest of the business that you need to start measuring NPS. What’s next? This Yellow Belt Guide covers simple tips to make sure you’re ready to kick off.
Experience Matters
MAY 16, 2017
I’m very excited to announce the launch of the Customer Experience (CX) Institute… The CX Institute helps organizations become customer-centric. It provides leaders across your organization (from first-line supervisors to senior executives) with the knowledge, skills, & mindset required for an organization to become more customer centric.
InMoment XI
MAY 16, 2017
In a recent article in the Harvard Business Review, Gabor George Burt cited an experience at the Disney Theme Parks. After years of enduring long queues for attractions, in 1999 they came up with the idea of the fast pass, which improved the overall experience and cut down significantly on wait times. In the article, View Article.
CX Journey
MAY 17, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. But what if you've been listening to customers for years? How do you know when it's time for a refresh or a complete VoC program redesign?
Advertisement
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.
AskNicely
MAY 17, 2017
In 18 th century Prussia, Frederick the Great faced a tricky dilemma. To combat volatile bread prices and the risk of famine, he’d issued an order for his subjects to grow potato crops (a radical new technology back then). Unfortunately, avoiding starvation wasn’t seen as a compelling benefit to the Prussian peasantry (evidently, not vegetable lovers).
NICE inContact
MAY 18, 2017
We all know that businesses have to adapt with changes in order to thrive and survive. Wayne Gretzky has been known to say, “I skate where the puck is going to be, not where it has been.” Some of the most notable successful pivots would include Nokia, moving from a pulp-and-paper company more than 100 years ago into a technology and cell phone leader in the early 2000’s.
InMoment XI
MAY 16, 2017
In a recent article in the Harvard Business Review, Gabor George Burt cited an experience at the Disney Theme Parks. After years of enduring long queues for attractions, in 1999 they came up with the idea of the fast pass, which improved the overall experience and cut down significantly on wait times.
Vonage
MAY 18, 2017
The airline passenger was angry about missing her flight. It was her fault. She had been sitting at the bar a short distance from the gate and lost track of time. Those things happen in Las Vegas. Our emotions often rise up to protect our ego, so she looked for someone to blame. The first gate agent she talked to explained the airline’s boarding policies and maintained that he had made several boarding announcements.
Advertisement
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.
BlueOcean
MAY 16, 2017
True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. It’s a valid question. There are plenty of areas of your business that you outsource without a second thought. The place you order office equipment from or the cleaning crew that comes every day are important to the life of your company, but they’re not really a “partner” in the full sense of the word.
Alida
MAY 19, 2017
Retail is changing so fast that retail futurist Doug Stephens recently made this bold prediction : “Within five short years, the current user experience of online marketplaces like Amazon, eBay and Alibaba will begin to look as archaic as a Sears & Roebuck catalog.” New technologies, according to Stephens, will “radically evolve the core concept of online shopping and the notion of what an online ‘store’ can be.” Here are the five of the biggest trends that are alrea
Customer Bliss
MAY 16, 2017
Episode Overview. Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. (FIS is a large-scale provider of financial services.) She’s been in that role for about a half-decade; back then, she had to justify the need for the role to other FIS leaders. A lot of this podcast episode is about determining the need for a CCO, setting the groundwork for one to come on, proving the work is there and business-forward, and more.
Who's Your Gladys?
MAY 15, 2017
National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders who share a consistent set of guiding principles for “getting service right.” Harry D. Cohen. The post The Simple Truth Behind Customer Service Excellence appeared first on Who's Your Gladys?
Advertisement
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?
Steve DiGioia
MAY 15, 2017
…I have too much respect for you to do that This original article was written by Steve DiGioia. Technology is your friend. You have an obligation to your readers to use every possible means to interact with them or, what are you afraid of? These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog. In case you don’t know, a “chatbot” is a computer program designed to simulate conversation with human users, especially over the Internet.
Alida
MAY 18, 2017
Value-based care is more than a buzz term in health care today—it’s a mandate that has now become a baseline expectation for both patients and regulators. The Affordable Care Act requires health care providers to switch from operating in a service-based mindset to providing value-based care that focuses on the quality of care rather than the quantity of services offered.
Experience Matters
MAY 16, 2017
I’m very excited to announce the launch of the Customer Experience (CX) Institute… The CX Institute helps organizations become customer-centric. It provides leaders across your organization (from first-line supervisors to senior executives) with the knowledge, skills, & mindset required for an organization to become more customer centric.
Uniphore
MAY 18, 2017
Visualize great customer service. Digital transformation is the ultimate goal of most contact centers, and the ideal gateway to such transformation is a tool that can significantly improve customer service while also reducing costs – Visual IVR. Read More.
Advertisement
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.
Beyond Philosophy
MAY 15, 2017
According to a recent Bloomberg report, “ Wall Street Has Found Its Next Big Short in U.S. Credit Market ,” US malls may close down sooner than later. We know that shopping habits are changing, and more consumers are spending money online. With massive overheads and infrastructure maintenance, physical stores are finding it hard to keep their heads above water.
Michelli Experience
MAY 16, 2017
The word transformation is all the rage in business today. I suspect that’s a byproduct of another trendy word disruption. Given the speed of change ignited by start-up businesses and technology companies, many established and larger companies find their lack of nimbleness to be a liability. The challenges of accelerating new behaviors across a sprawling enterprise (often across multiple locations, if not countries) conjures up images of a Herculean undertaking and they frequently are framed as
Experience Matters
MAY 15, 2017
We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs. However, current insights’ efforts tend to focus on individual interactions rather than on a customer’s entire journey, and as a result, they often fail to provide a complete picture of a […].
Uniphore
MAY 16, 2017
Customers hate having to repeat steps already taken, simply because the agent they are speaking to doesn’t know anything about their problem. This can be solved by providing context. Read More.
Advertisement
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,
SuiteCX
MAY 15, 2017
Although email has evolved and matured to the point where is essentially ubiquitous, I continue to be amazed at how little attention is paid to how to incrementally measure and improve the results – particularly since the entire process is incremental. There is an all too common, but nonetheless stunning, lack of interest in the financial results from email campaigns.
Wired and Dangerous
MAY 17, 2017
The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.
Experience Matters
MAY 15, 2017
We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs. However, current insights’ efforts tend to focus on individual interactions rather than on a customer’s entire journey, and as a result, they often fail to provide a complete picture of a […].
Expert insights. Personalized for you.
382 
Let's personalize your content