Aveus

NOVEMBER 25, 2019

A couple weeks ago at the Medecision Healthcare Liberation Conference, I attended the Chief Experience Officer roundtable where we had an excellent discussion around how payors are thinking about their digital experience. We were lucky to have our own Medecision CXO – Ellen Donahue Dalton – and Health Economist, Jane Sarasohn-Kahn as facilitators. Three themes emerged that I continue to think about.

Omni-Channel 213

Omni-Channel Healthcare Multi-Channel Conference 213

Alida

NOVEMBER 25, 2019

An insight roadmap is a plan to keep your organization focused on customer centricity. It brings together stakeholders to agree on key objectives that your insight community will inform. It will help operationalize your community and give the insight community manager a path forward to inform the business. We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions.

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Roadmap Customer Centricity Exercises How To 130

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. As you and I both know, dear reader, it’s so much more than that. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything.

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Customer Focused Customer Centricity Call Center Communication 208

Win the Customer

NOVEMBER 25, 2019

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. . If you’re confident you have the right team members in place, you need to equip them with the best tools so they can be fully responsive to your customers’ needs.

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Connections How To System Customer Care 111

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

inSided

NOVEMBER 26, 2019

Good communication is vital if you want to improve your company’s bottom line and grow your business. When you communicate well with customers, your chances of success in business increase exponentially. Check out this guest blog from Omnisend on the best strategies for successful B2B customer communication. B2B companies use various marketing communication tools to retain existing customers, connect with new customers, and focus on turning prospective customers into sales.

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B2B Communication Tips Customers 75

SurveySparrow

NOVEMBER 26, 2019

“Many, if not most organizations around the world are measuring the customer experience badly!”. Survey Sparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Ian Goldin , one of the most respected voices in the Customer Experience (CX) industry. Today, we have the opportunity to pick Ian’s brain about what goes into designing an effective CX campaign.

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Measurement Strategy Feedback Touchpoint 81

Strikedeck

NOVEMBER 26, 2019

Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success.

Customer Success 78

Customer Success Customers Customer Engagement Engagement 78

NICE inContact

NOVEMBER 26, 2019

As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It. At a high level, I believe cloud contact center applications using artificial intelligence allow companies to deliver the kind of customer experience their customers want – not one dictated by the constraints of hardware-based, inflexible applications.

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Contact Center Customer Experience Company Call Center 156

CSM Magazine

NOVEMBER 26, 2019

In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service. If your organization receives virtually no complaints this is not a sign that. you are blessed with the most efficient, committed, and intelligent employee. force on the face of the earth.

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Study Consumers Customer Service Retail 59

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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.

Customers

GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. economy. Their data is used by researchers, organizations, analysts, investors, etc. to get a pulse on CSAT across industries.

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Customer Satisfaction Industry Effort Score Apparel 293

Customer Bliss

NOVEMBER 26, 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?

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Hospitality Chief Customer Officer Course Video 254

Think Customers

NOVEMBER 25, 2019

There’s an old saying that says sometimes you have to look back to move forward. In the contact center space, interaction analytics, also known as speech analytics, provide organizations with 20/20 vision on their customer interactions and a path for action to enhance them. As contact centers become increasingly digital and add new voice-based channels, more organizations are looking to speech analytics for insights.

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Analytics Contact Center Self Service Average Handle Time 64

MyCustomer

NOVEMBER 26, 2019

We all like to think our buying decisions are totally rational. Yet, according to Professor Gerald Zaltman of Harvard, 95% of purchases are.S 26th Nov 2019. By Ermir Shakaj Senior Solutions Consultant.

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Consulting Customers 40

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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.

Communication

Qualtrics

NOVEMBER 26, 2019

Our team of EX Scientists have donned their soothsayer hats to see what’s coming around the corner in 2020. From AI to climate change, here are the opportunities and challenges that will define the next 12 months… 1. Companies will seek out the bad (not just the good). Angry Glassdoor commenters may currently be unwelcome for many business leaders, but forward-thinking EX professionals will actively seek them out.

Employee Experience 49

Employee Experience Employee Engagement Government Data 49

inmoment

NOVEMBER 26, 2019

Guest experiences don’t exist in siloes. From marketing to HR and operations, your entire organization plays a role in delivering memorable customer experiences (CX) and interactions that lead to increased customer loyalty. . InMoment’s Nate Morley was joined by Savannah Harper, director of operations services at Auntie Anne’s, and Nhuy Weidinger, brand marketing manager for McAlister’s Deli, to host a webinar in partnership with FastCasual.com, “Success Starts with Your Guests: Using Guest Fee

Feedback 40

Feedback Guest Experience How To Brands 40

NICE inContact

NOVEMBER 25, 2019

As we step into 2020, we see companies investing more in Customer Experience (CX) initiatives than ever. There is a clear business case to invest and improve CX – happy customers buy more, are easy to service and bring in new customers through recommendations. And, contact centers, being customer interaction hubs, are getting more preference and priority when it comes to CX investments.

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Contact Center Interaction Customer Experience Company 156

NetBase

NOVEMBER 26, 2019

Not all analytics technology incorporates the very latest capabilities, but that doesn’t stop them from talking the walk. What’s really going on behind that scenes when it comes to the very latest – and amazing – artificial intelligence available to brands? We have that for you, as well as criteria that will help you sort out when AI tech is talking tough, but can’t follow through!

Social Media 52

Social Media Analytics Comparison Training 52

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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

CSM Magazine

NOVEMBER 26, 2019

With the cost of cybercrime now exceeding $1 trillion dollars, here are some key facts about data security management. Fact #1: Cyber Attacks are on the Rise. The Internet has changed our lives forever, and most would argue that the change is for the better. Pretty much anything and everything you want to do can now be done online with a few clicks of a computer keyboard.

Data 52

Data Healthcare Government Hospitality 52

ClientSuccess

NOVEMBER 25, 2019

It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. . That’s why we’ve compiled some of the best customer journey analytics that customer success teams and CSMs should track so everyone – from executive leadership to CSMs – can better understand the end customer. #1 Customer Retention Rate.

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Customer Journeys Analytics Net Promoter Score Customer Success 60

InMoment XI

NOVEMBER 28, 2019

November is an exciting month for consumers and businesses alike. Thanksgiving Day, Black Friday, and Small Business Saturday kick off the holiday season with a bang, creating a crucial moment for great customer experiences to shine. Thanksgiving week is a big opportunity for companies to show their appreciation and gratitude to their customers and employees, View Article.

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Consumers Customers Customer Experience Company 260

Steve DiGioia

NOVEMBER 25, 2019

Your eyes were bugged-eyed open, and they darted back and forth hoping to see everything (but they never did). Sweat started, a little at first, then it seemed to flow from every pore and made your clothes stick to places you didn’t even know you had. Your hands tightly gripped the steering wheel while you prayed no one crossed your path and if they did, heaven help them.

Customers 257

Customers Retail Sales Trends 257

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

CloudCherry

NOVEMBER 25, 2019

Who doesn’t want to be a Champion? The best place to start? Learn from one. And, in this week’s episode of ‘The Sweets of CX’ , you’ll have the opportunity to do just that, as we focus on a day in the life of CX Champion, Assistant VP of Member Experience at Clearview Federal Credit Union , and our honored guest – the truly spectacular Janet Preteroti.

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CEM Banking Measurement Training 195

GetFeedback

NOVEMBER 25, 2019

The complete list of the newest Customer Satisfaction Score (CSAT) industry benchmarks by the American Customer Satisfaction Index (ACSI). .

Customer Satisfaction 195

Customer Satisfaction Industry Customers 195

NICE inContact

NOVEMBER 26, 2019

Valvoline, Inc. had identified a significant service issue that ran counter to the company’s brand standards, Quick. Easy. Trusted. What’s more, this issue was having widespread impact: both in the stores and on the phone, it was negatively affecting customers’ and employees’ experiences, as well as hurting performance and service standards.

Employee Experience 156

Employee Experience Brands Customer Experience Contact Center 156

BlueOcean

NOVEMBER 25, 2019

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Agent. MVP Customer Kudos. This is hands-down the best customer kudos of the year.

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Examples Customer Service e-support Ecommerce 156

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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,

Tips

Customer Bliss

NOVEMBER 29, 2019

As we take time to relax, spend time with our families, or ponder on how to best close out the fourth quarter, I’d like to share a few words with you. This is a reminder, especially as we’re in the bustling holiday season, that the decisions you make in business, measure the depth of your humanity: your ability to apply that simple Golden Rule.

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Leadership Measurement Company Marketing 183

GetFeedback

NOVEMBER 23, 2019

The three key CX takeaways from Dreamforce 2019: Artificial intelligence (AI), personalized experience, and voice technology.

Technology 195

Technology 195

NICE inContact

NOVEMBER 24, 2019

Are you ever confused by the term AI? In this blog post, we’ll clear up some common misconceptions, outline what it really is, and explore the different branches of AI being leveraged in modern contact center software today. The term AI is more than just a buzzword! Let’s dive a little deeper!

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Contact Center Software Contact Center Software Call Center 156