Sat.Dec 26, 2015 - Fri.Jan 01, 2016

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Video: Dr. Gary Rhoads: Listening to the Voice of the Customer

InMoment XI

Dr. Gary Rhoads, co-founder of Allegiance, discusses the importance of creating an environment where your customers feel smarter after having an interaction with your frontline employees.

Video 200
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Our Top 15 Customer Experience Posts of 2015

Experience Investigators by 360Connext

What a year! We’ve had an exciting year at 360Connext, and we’ve learned a lot. I hope you’ve had a chance to learn along with us! In case you’re just hearing about us, or you haven’t subscribed for updates, we’ve put together a heaping handful of our best customer experience posts from the past year […]. The post Our Top 15 Customer Experience Posts of 2015 appeared first on Customer Experience Consulting.

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Report: Make Your VoC Action-Oriented

Experience Matters

We published a Temkin Group report, Make Your VoC Action-Oriented. Here’s the executive summary: Companies recognize that customer feedback and insights are critical for understanding customers, so they often create Voice of the Customer (VoC) programs as one of their first customer experience priorities. While most respondents within large organizations believe that these efforts have been successful, Temkin Group has found that an overwhelming number of VoC programs are still in very ear

Report 160
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8 Sites to Browse for Free, Engaging Online Survey Images

GetFeedback

Engaging survey images can transform a respondent's experience. Here are 8 free sites to browse when you're on the hunt for beautiful survey imagery.

Survey 150
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Video: Dr. Gary Rhoads: Listening to the Voice of the Customer

InMoment XI

Dr. Gary Rhoads, co-founder of Allegiance, discusses the importance of creating an environment where your customers feel smarter after having an interaction with your frontline employees.

Video 200

More Trending

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Tech Vendor Client Success Ratings

Experience Matters

Are tech vendors helpful in making their IT clients successful? To answer that question, we surveyed 800 IT decision makers from North American companies with at least $250 million in annual revenues. We asked the following question: “ How helpful are these IT vendors in making sure that your organization successfully achieves its desired value from the products and services that you have purchased from them?

Groups 139
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Awaken the Force: Six Powerful Commitments for 2016

Michelli Experience

As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us). A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I have been resolving to lose since 2001. Instead, I try to look for a handful of key behaviors that I can focus on in the coming year.

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Dr. Gary Rhoads: Listening to the Voice of the Customer

InMoment XI

Dr. Gary Rhoads, co-founder of Allegiance, discusses the importance of creating an environment where your customers feel smarter after having an interaction with your frontline employees.

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Five CX Competencies Transform Your Experience

Customer Bliss

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Deliver a connected story that get leaders to focus on the important moments (versus silos picking things that they think will give them ‘lift’ on survey scores).

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Happy New Year, Anyway You Say It

Experience Matters

Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, Зновым годам, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, честита нова година, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, šťastný nový rok, godt nytår, gelukkig Nieuwjaar, felicxan novan jaron, head uut aastat, gott nýggjár, onnellista uutta vu

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Customer Experience Resolutions

CX Journey

Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Personally, I'm over predictions! Any predictions! So let's forget about predictions. They never seem to be right. They never seem to be executed. And they seem to be the same year over year. Why? I think we're not getting enough traction yet with more-advanced, innovative CX work across the board because there are still so many newbies to this arena to turn those predictions into reality.

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Video: How Accurate Are Text Analytics?

InMoment XI

Brion Scheidel, Director of Text Analytics at MaritzCX, discusses the accuracy of modern text analytics compared to manual coding. Video transcript: How accurate are text analytics? The accuracy of text analytics, if done well, is actually very good, very impressive. We have an ongoing continuing improvement program, or process, with all of our ongoing.

Analytics 200
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Five CX Competencies Transform Your Experience

Customer Bliss

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Deliver a connected story that get leaders to focus on the important moments (versus silos picking things that they think will give them ‘lift’ on survey scores).

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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CX Trends for 2016, The Year of Emotion

Experience Matters

See Temkin Group’s annual listing of customer experience trends and learn why 2016 will be The Year of Emotion.

Trends 134
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The Window to the Soul of Your Organization

CX Journey

Image courtesy of Of Shadows and Light Your frontline staff is the window to the soul of your organization. Have you ever thought of them in that manner? They truly are that window. They provide a glimpse into the organization and all its inner workings: your culture , your workplace environment, your employee experience , your customer experience, and more.

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Video: How Accurate Are Text Analytics?

InMoment XI

Brion Scheidel, Director of Text Analytics at MaritzCX, discusses the accuracy of modern text analytics compared to manual coding. Video transcript: How accurate are text analytics? The accuracy of text analytics, if done well, is actually very good, very impressive. We have an ongoing continuing improvement program, or process, with all of our ongoing.

Analytics 200
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The Best Posts From the Customer Support Community in 2015

Kayako

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Our round up list has grown a bit since last year, and the themes have changed a bit too!

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The Open CCaaS Advantage Report

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.

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5 Steps for Hiring Exceptional Customer Service Agents

Win the Customer

There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences. Every time I review customer submitted feedback, I always look for key terms that establish patters for successful customer service interactions or potential negative trends in customers’ experience.

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Delivering a Customer-Centric Mobile Experience

Think Customers

Consumers' use of mobile devices continues to surge. Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. But even as consumers become increasingly reliant upon their mobile devices to communicate and interact with businesses, this doesn't necessarily translate into a satisfactory mobile experience.

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How Accurate Are Text Analytics?

InMoment XI

Brion Scheidel, Director of Text Analytics at MaritzCX, discusses the accuracy of modern text analytics compared to manual coding. Video transcript: How accurate are text analytics? The accuracy of text analytics, if done well, is actually very good, very impressive. We have an ongoing continuing improvement program, or process, with all of our ongoing.

Analytics 200
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Five Guiding Principals for Service Transformation Within Product focused Businesses

Middlesex Consulting

This is a guest blog by my friend Nick Frank of Service in Industry. Nick is British and I did not Americianize his spelling. By the very nature of their history, engineering and industrial businesses tend to focus on technology and processes when developing product related services. However for these services to be enduring and profitable, they must also develop and even change their people as they evolve to a services centric culture.

Culture 60
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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Refreshing Thoughts on Social Customer Relationship Management

Win the Customer

Customer relationship management systems are now merging with social media capabilities enabling organizations to build stronger relationship with customers. Because of the increasing popularity of social media technologies, Customer Relationship Management now gives way to a broader perspective that acknowledges the new capabilities that are a result of social and technological shifts caused by social media applications.

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Who's on the 2015 Customer Experience 'Naughty or Nice' List?

Think Customers

As we near the end of 2015, it's time to look back at the year's customer experience successes and failures in the hope that companies don't disregard them and that true learning develops from these mistakes. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Highlights of Customer Experience Strategy Advice

ClearAction

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. Collaboration, teamwork, and involvement of multiple functional areas in taking action on customer insights must be well-thought-out and institutionalized across your company for l

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CRM Integration: Top DX Platform Is Missing Pieces

Topdown

In The Forrester Wave™: Digital Experience Platforms, Q4 2015 , and companion webinar Who Won the Digital Experience Platform Race? Hint: It’s Not Over Yet , Forrester analysts Mark Grannan, Ted Schadler and Stephen Powers break down the strengths and weaknesses of ten digital experience (DX) platform vendors.

CRM 63
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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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From Zero to $5 Billion Powered by Customer Service Experience

Win the Customer

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Metro Bank was the first high-street bank to receive such a license in over 150 years.

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Multicultural Marketing Initiatives Lack CMO Support

Think Customers

Countless ethnic and racial groups go unnoticed despite the growth of an increasingly diverse society. Marketers cater to the supposed majority, ignoring cultural differences to garner the greatest returns possible. For many, this inability to expand such outreach derives itself from an insurmountable lack of CMO support. But, as engagement methods continue to multiply, allowing marketers to target consumers as both groups and individuals, executive buy-in may soon be the only missing link betwe

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Top 5 Provocative Posts from 2015

Up Your Service

Enjoy this selection of “Top 5″ thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone! How to Increase Productivity and Improve Service Simultaneously. by Ron Kaufman. 4 Rules for Getting it Wrong and Right in Building Service Culture. by Ron Kaufman. Service Staff Orientation Programs: Get the wrong people OFF the bus, and keep the right people ON!

Culture 54