Perceptive
AUGUST 24, 2020
In the same way COVID-19 has sped up the e-commerce trend, it had challenged the conventional view that offices are critical to productivity, culture, and securing top talent. At the beginning of Alert Level 3, we saw businesses scramble to set up remote working arrangements for their employees.
Lumoa
AUGUST 24, 2020
What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS
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GetFeedback
AUGUST 23, 2020
NPS calculation formula and interpretation of data.
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.
Customer Bliss
AUGUST 28, 2020
Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. I’ve also spoken to gurus, authors, and evangelists about the ways in which leaders can continue to guide their teams through the pandemic as customer behaviors continue t
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Lumoa
AUGUST 25, 2020
We live in a competitive world. Every business wants loyal customers, but figuring out how to create customer loyalty isn’t easy. While customer service and customer experience are two key terms often used in discussions about customer loyalty… what do they actually mean? Are they different, or are they two ways of describing the same thing? Let’s clear up the confusion with a little head-to-head comparison.
NICE inContact
AUGUST 26, 2020
NICE inContact has been recognized as a leader in a new report from Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE inContact CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment. NICE inContact ranks top in both the current offering and strategy categories and earned the highest possible scores in 29 of the 33 criteria.
Steve DiGioia
AUGUST 27, 2020
Respect, decency, and courtesy are foundational measures of society. A heavy-handed approach without caring for the feelings of another is a sure way to lose a friend. And it’s even worse when done to a customer. Have you ever had a salesperson or customer service rep tell you something in a way that came across as rude or uncaring? I bet you did and didn’t realize it.
Storyminers
AUGUST 28, 2020
Minimum Viable Product (MVP) is a popular term that speeds software products and other services through the design process. The concept’s essence is to release early so that potential users can participate in design through their early feedback. The more learning cycles of the development team and prospects go through together, the better the product, the better-tuned the features, and the faster the development.
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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.
Lumoa
AUGUST 25, 2020
How would you rate your customers’ emotional investment in your brand? Do they love you? Do they care about what you have to say? Do they connect with what you stand for or do they just see you as one service provider among many? Answering questions like these may take some soul-searching. They strike at the heart of the concept of customer engagement, that oft-used buzzword you’ll find referenced across the internet.
NICE inContact
AUGUST 27, 2020
In this digital era, people are used to instant access to anything, at any time, on any device. It’s no wonder that when consumers contact your business—whether it’s to make a purchase or report an issue—they expect that same instant experience. And bearing the brunt of these ever-increasing customer demands are contact centers. You need a platform that not only handles voice and digital channels, but also gives your agents and supervisors the tools they need to be efficient and effective.
Kerry Bodine
AUGUST 25, 2020
It’s the time for service designers from around the world to connect. Now more than ever, we need to lean on one another to navigate the challenges ahead, and the Service Design Network is looking forward to bringing the service design community together for virtual reflection, insight, and inspiration on October 22 & 23, 2020. The virtual Service Design Global Conference aims to give you the same experience and access to service design experts as in an in-person event, without needing to le
Storyminers
AUGUST 26, 2020
What is CX? Customer experience (CX) is a marketing revolution that’s gaining ground in the pharmaceutical industry. Many industry leaders will have already heard about this concept and how it is typically associated with words such as innovation, competitive advantage, and revolution. While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company rel
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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.
BlueOcean
AUGUST 27, 2020
The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new partner amidst the uncertainty of the pandemic can be overwhelming.
NICE inContact
AUGUST 28, 2020
When COVID-19 first necessitated a work from anywhere approach, most contact centres were concerned with the basics: connecting remote contact centre agents to essential systems; redirecting customers to digital channels to lighten the load on contact centre agents; and trying to deliver a consistent experience under the circumstances.
GetFeedback
AUGUST 26, 2020
An overview of the customer journey map for SaaS companies, why it's important, and how it's executed.
Storyminers
AUGUST 24, 2020
Feedspot has a team of over 25 experts whose goal is to discover and rank popular blogs, podcasts and youtube channels in several niche categories. With millions of blogs on the web, finding influential bloggers in a niche industry is a hard problem to address. Our experience leads us to believe that a thoughtful combination of both algorithmic and human editing offers the best means of curation.
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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?
Beyond Philosophy
AUGUST 27, 2020
Many decisions that we make in life are subjective, without a “right answer.” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible. However, when you don’t provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions.
NICE inContact
AUGUST 25, 2020
If you manage a call center or are responsible for delivering customer services, you undoubtedly have noticed a shift away from simply providing good customer service and a new-found focus for creating great customer experiences. Well, its not so much of a shift as it is a realization that customer service is a major component of, and driver for, customer experience.
TechSee
AUGUST 26, 2020
We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. Companies have taken note. In fact, according to Gartner research, almost 90% of organizations now employ a Chief Experience Officer or equivalent. Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive.
Tricia Morris
AUGUST 28, 2020
Often considered a company cost center and the Rodney Dangerfield of departments, contact centers have historically been overlooked and underfunded when it comes to digital transformation initiatives. But doing nothing today is only driving costs even higher – to the tune of millions of dollars – as disconnected agents spend their time trying to get […].
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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
AUGUST 22, 2020
THIS is the Big Reason You Make Mistakes. We make a lot of subjective decisions. Without the guide of “right” and “wrong” to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. Focalism is a concept that describes how our minds can overemphasize specific points of information over others, and often the wrong ones.
NICE inContact
AUGUST 24, 2020
With consumers expecting to engage on their terms, in a way that’s easy and efficient, the flexibility and convenience of digital channels are an essential offering. For many organisations, this means making the business case for going digital to organisational leadership.
ReviewTrackers
AUGUST 24, 2020
There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach. It’s no longer just about product, or pricing, or promotions, or place.
Talkdesk
AUGUST 28, 2020
The healthcare contact center has been impacted by COVID-19 more so than virtually any other industry. In the early days of the pandemic, organizations were caught in a difficult balancing act. Given the critical services that the sector provides, they had to ensure care continuity while also protecting their own employees from contagion. “Doctors and nurses are soldiers on the front line so business continuity was critical.
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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,
ShepHyken
AUGUST 25, 2020
The Voice of the Customer. How to Collect Customer Insights to Drive Your Customer Experience. Shep Hyken interviews Simon Glass , CEO of Discuss.io. They discuss strategies for collecting customer feedback and how to use those insights to help your business succeed. Top Takeaways: Using video can be a great way to connect with your customers and collect their feedback.
NICE inContact
AUGUST 23, 2020
Building loyalty, meeting high service expectations, and differentiating from competitors are common challenges faced by businesses of all sizes in most industries. While the traditional call center experience was based on voice, 2020 consumers expect much more than a basic IVR with a maze of options. How does the digital revolution change the way your organization engages with consumers – and will it be good for business?
ReviewTrackers
AUGUST 26, 2020
Your Google My Business photos are deciding factors when it comes to attracting customers. These images are the first impression of your business. They can attract customers or drive them away. When asked about the important elements in local search, people ranked profile images (24 percent) as the deciding factor. By adding the right photos and allowing select images from customers, you can create an attractive digital gallery that will make people want to visit your establishment.
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