Sat.Oct 13, 2018 - Fri.Oct 19, 2018

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Take Action with These 3 Steps to Help Your Customers Achieve Their Goals

Customer Bliss

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience? Make-mom-proud companies take a human-centered approach when engaging with customers.

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TELUS Realizes Direct Cost Savings and Churn Reduction

InMoment XI

TELUS is Canada’s largest healthcare and IT provider. They are also the fastest growing national telecom. However, in 2016, TELUS’ CX program was fragmented. They set to work and less than 18 months later, they turned their CX program around and saved $1 million year-over-year which resulted in a 100 percent volume increase in feedback. View Article.

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3 Ways to do More with Customer Experience Personalization

Comm100

Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease of use, innovation, and speed are just a few – companies should be paying more attention to consistency and personalization. Regardless of how a customer chooses to contact you, expectations of consistent and personalized interactions across every channel — phone, email, social, website, or live chat — don’t change.

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Call Centers are the Front Line of Customer Service

NICE inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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3 Leadership Buzzwords that Exist for the Best Reasons

Experience Investigators by 360Connext

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.

More Trending

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For Employees, A Positive Impact Means More Than Money

Experience Matters

In our latest consumer benchmark study, we asked more than 5,000 U.S. employees what they felt was the most important thing they want to accomplish at work. The top motivator, by a very large margin, is Making a positive impact. This option was chosen three times more frequently than the next highest option, Earning a lot of money. I also examined the data by age groups.

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Ziba Design: Focus on the Internal Customer

AskNicely

We’ve got another dose of CX Obsession goodness for you today, and some good news — for our next CX Obsession event, we’re leaving our fair city of Portland and taking this show on the road! Where to, you ask? That depends on you — take our quick poll and let us know where we should head next! > ? ?. Todd Greco is a Creative Director for global innovation and design consultancy Ziba.

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3 Leadership Buzzwords that Exist for the Best Reasons

Experience Investigators by 360Connext

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.

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5 Steps to Understanding Customer Needs Through Mindset Data

Oracle

Businesses now live in the age of “experience” Thanks to the digital revolution, so much of a brand’s bottom line now depends on customer experience because consumers have more access to information (and therefore more access to alternatives) than they’ve ever had before. The competition for consumer headspace is increasing and so is the pressure for brands to create an emotional bond with customers.

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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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4 Customer Experience Potholes to Avoid

Customer Bliss

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 a longer video of 10 customer experience potholes to avoid.

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How CloudCherry help Credit Unions deliver amazing Member Experiences

CloudCherry

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs. They obviously want to provide supreme and excellent service on a daily basis. But even though the desire to improve MX is there, building an MX program from scratch is hard.

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NPS Playbook: How Act-On Actions Customer Feedback

AskNicely

Opening the NPS Playbook: Cross-functional Customer Feedback Response Workflows. Your Net Promoter Score should never be a static number. It’s the measure of your customer loyalty and a metric that customer-obsessed companies know will help them grow — if they can make the number go up. Over the next few months, we’ll be opening pages from various brands’ NPS Playbooks to give you insights.

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The Power of a Bonded Organizational Culture

InMoment XI

With the onset of fall here in the Northeast US, I find the changing seasons to be a time of inspiration and reflection. A few years ago, I attended a lecture at our local library. Grant Welker, co-author of a book published in 2015 entitled, We Are Market Basket, gave a small turnout of about. View Article.

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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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Find and Eliminate Dirty Data That’s Lurking in Your Salesforce CRM System

GetFeedback

Learn how to find and eliminate dirty data in your Salesforce CRM system to optimize your CRM system and make smart, strategic business decisions.

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How Long Will Your Customer Wait for a Field Service Technician?

Oracle

A visit from a field service technician isn’t typically something that a customer looks forward to. It has historically involved a pre-arranged appointment during an inopportune and large window of time, which requires re-arranging of schedules and a lot of sitting around and waiting. This creates a perfect storm of opportunity for customer dissatisfaction.

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How psychology affects the customer experience of voice support

UJET

When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about.

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Episode 023 – The Difference Between Customer Success and Customer Experience - Transforming the Customer Experience

Kristina Evey

Shownotes… I am going to be delivering a webinar later this week for a partner and our initial conversations were around moving from Customer Success to Customer experience. It seems that Customer Success has a wide range of definitions, as does Customer Experience. So I thought it was important to differentiate the two and show you how they can work in tandem.

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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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How Cannabis Retailers Can Responsibly Sell Marijuana

IntouchInsight

There are many nuances with the laws and regulations of the recreational use and sale of cannabis. Here's how cannabis retailers can responsibly sell marijuana.

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[NEW RESEARCH] Can your Contact Center Keep Up with Changing Consumer Demands?

NICE inContact

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth. Can your contact center keep up with changing consumer demands? With fierce competition and dozens of service channels available, customer service leaders have to continuously monitor and improve customer experience while al

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When Our Customers tell Overstated Stories and We believe Them

One Millimeter Mindset

Current and potential customers can tell us overstated stories. To attract our attention, negotiate business with us. And lead us on and on and on. So, why do we continue to believe them? Until we don’t, anymore? First of all, we are flattered that these customers contacted us. At this point, we accept their overstated stories as completely truthful.

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Advance your CX Work by Uniting the C-Suite in Their Commitment and Accountability

Customer Bliss

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO. You’ll hear from Brian Lilie , CCO and Head of Technology at Equinix , the world’s largest IBX data center & colocation provider, and Isabella Lau , CCO and CMO at Manulife , a Canadian multinational insurance c

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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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Why is my smart device making me feel dumb? The challenges of onboarding IoT devices

TechSee

James wants to water his lawn. He picks up the hose, turns on the water, and a few minutes later…the job is done. Then James installed a smart sprinkler system. Before his lawn can be watered, James needs to make sure his WiFi is enabled, his device is configured to his municipality’s water use guidelines, the programming is set properly to water Monday, Wednesday and Friday from May through September, and the device is connected correctly to other information systems like The Weather Channel so

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Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

NICE inContact

As the leading specialty bedding retailer In the U.S., Mattress Firm has carved out a unique—and healthy—niche in the $29 billion bedding industry. The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 billion in annual sales (2016). But the Houston-based company was losing sleep over its two contact centers.

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How to Capture the Voice of the Customer in 2018

Alida

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. This year, we were excited to introduce a ‘fireside chat’ to the agenda to discuss how to capture the voice of the customer in 2018 featuring our CEO, Scott Miller alongside four of our industry-leading customers: Twitter, Etsy, Global R

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The Best Companies Hire These 3 Positions

Steve DiGioia

…plus my 8 steps to great service. This original article was written by Steve DiGioia. We must all be Service Ambassadors. But too many companies think only a specific department is the “service department” and that’s where they focus their customer service training dollars. New hires are trained, coached, and instructed on the nuances of the business.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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How is Customer Experience defined?

Customer Guru

Customer Experience is the only true differentiator for brands today. It is a very broad term encompassing various factors. While we believe that no one definition can do justice to this term, we’ve put together a list of definitions of CEx by experts. “ Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. ” ~ Gartner, World’s leading information technology resea

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NICE inContact named a leader in Gartner Magic Quadrant for Contact Center as a Service

NICE inContact

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. And we achieved the highest overall position for our ability to execute. The Gartner report states, “The CCaaS market is maturing, with leadership coming from pure-play contact management providers, and a merging of adjacent market applications.

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Retaining Customers requires All Hands on Deck

One Millimeter Mindset

Why do initiatives on retaining customers still feel like a bunch of isolated actions? Provided by people in separate departments. With different functions. All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is linear.