InMoment XI
MARCH 1, 2018
So, you’re out for an evening at the mall and when you return to your vehicle, it won’t start. Or, like the woman above, your vehicle starts sputtering as you’re driving, the “check engine” light comes on and you’re fortunate enough to pull to the median inside emergency lane of a busy freeway where it. View Article.
CloudCherry
FEBRUARY 28, 2018
Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers?
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QuestionPro Audience
MARCH 2, 2018
The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. At the shows leading up to the Oscars, womens movements like #MeToo and #TimesUp have been hot topics, highlighting the importance of female representation and gender equality. After the recent sexual misconduct scandals, many advertisers are betting on women tuning in to see if they will be victorious during Hollywood’s biggest night. .
Experience Matters
FEBRUARY 26, 2018
Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Empl
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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.
InMoment XI
MARCH 1, 2018
So, you’re out for an evening at the mall and when you return to your vehicle, it won’t start. Or, like the woman above, your vehicle starts sputtering as you’re driving, the “check engine” light comes on and you’re fortunate enough to pull to the median inside emergency lane of a busy freeway where it. 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.
QuestionPro Audience
MARCH 1, 2018
It’s safe to say Snapchat probably wishes Kylie Jenner was still under her self-imposed social media hiatus. Last Wednesday, she tweeted to her 24.5 million followers: “sooo does anyone else not open Snapchat anymore? Or is it just me… ugh this is so sad.” Shares of Snapchat’s parent company, Snap Inc., sank 6.1% on Thursday, costing Snap $1.3 billion (yes, billion ) in market value.
Kayako
FEBRUARY 28, 2018
There are so many different ways to onboard new employees with a training program. It can be hard to know which way to start, especially if it’s your first time. You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up.
GetFeedback
FEBRUARY 27, 2018
Empowering your support team by using the right feedback solution is crucial to a company's success. Here are five customer support surveys to use.
CloudCherry
FEBRUARY 24, 2018
Markets and businesses today are evolving rapidly. What doesn’t change is that building loyalty and retaining customers in the long-term is the only way brands can drive profitability. The attention span of customers is dwindling as a consequence of stiff competition. Delivering great customer experiences has become a lot more integral to improving loyalty.
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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.
QuestionPro Audience
FEBRUARY 28, 2018
Apple’s HomePod has arrived. On February 9, 2018, the $349 HomePod debuted in the US, UK and Australia. Apple, who is used to being the first on the technology scene, is the late-comer to the voice assistant speaker market, launching three years after Amazon’s Echo. And as the first consumer reviews come streaming in, whether it was worth the wait is up for debate.
Customer Bliss
MARCH 2, 2018
Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. You may have a good idea of the kinds of questions you’ll be asked during your interview: your experience, philosophy, and the style of leadership you’ll bring to the organization, and are prepping for that.
ijgolding
FEBRUARY 26, 2018
I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! Like everything else we do as human beings, the ‘eating out’ experience is made up of several stages and touch points – the eating bit is just one of them. Eating in a restaurant is often an indulgent treat – not a necessity – and as such, the experience needs to match up with our expectation.
Experience Matters
FEBRUARY 24, 2018
I try not to mix politics into my professional platform, but I feel it’s important to lend my voice to a critical topic, gun violence. As a nation, we the people of the U.S. can’t let down our kids, grandkids, and their children by allowing the continued proliferation of guns in our society. The data matches with common sense: more guns leads to more gun violence, which leads to the deaths of too many innocent people.
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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?
QuestionPro Audience
MARCH 2, 2018
The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. At the shows leading up to the Oscars, womens movements like #MeToo and #TimesUp have been hot topics, highlighting the importance of female representation and gender equality. After the recent sexual misconduct scandals, many advertisers are betting on women tuning in to see if they will be victorious during Hollywood’s biggest night. .
GetFeedback
FEBRUARY 27, 2018
Empowering your support team by using the right feedback solution is crucial to a company's success. Here are five customer support surveys to use.
Customer Bliss
MARCH 1, 2018
How do you define patience experience in a hospital? In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together. Still relatively new to his role at Cedars-Sinai, Alan walks us through the steps he took to define his position and lead a patient experience transformation throughout the hosp
NICE inContact
MARCH 1, 2018
As a regional AAA (American Automobile Association) club serving nine counties in Central Pennsylvania, AAA Central Penn faces significant day-to-day challenges. A 50-member team handles 500 – 700 member interactions every day, with recurring seasonal spikes throughout the year. Agents need to be able not only to respond quickly to spikes in volume, but also to move effortlessly between helping members with emergency roadside assistance, travel reservations and membership renewals.
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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.
ijgolding
MARCH 1, 2018
It is very likely you have read various articles over the last few years describing how the UK’s communication service providers are struggling to cope with constant market change. Additionally, global customer experience benchmarking studies confirm that communication providers are lagging well behind companies in other industries. Stratmetrix.com are conducting a study in the UK, seeking to understand which telecommunication service providers explicitly have which customer experience iss
GetFeedback
MARCH 1, 2018
NPS, CSAT or CES? Which metric should you use to measure customer satisfaction? Here's a quick guide to give you the pros and cons of each.
CX Journey
FEBRUARY 28, 2018
Image courtesy of Pixabay What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way? Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what's going wrong - in hopes of improving and making it better; otherwise, I suppose, it wouldn't be called a "transformation.
NICE inContact
FEBRUARY 28, 2018
This is part one of a four-part series on the economic value of NICE inContact CXone. We are now entering an experience economy. Price and product are no longer considered key differentiators. Customer experience is now becoming the new tool to compete in this experience economy. Customers are no longer looking for the right service at the right time, they are looking for proactive service that is engaging, immersive and leads them to the next best action.
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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,
TechSee
FEBRUARY 27, 2018
The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. The instantaneous nature of our lives has generated customer expectations for fast, simple, and efficient experiences that rival those of messaging, e-mail, media, and other online functionality available instantly via smartphones.
SuiteCX
MARCH 2, 2018
Astute watchers of changes in the loyalty marketing world (we include you gentle reader) will have noticed some important developments that are still to reach their ‘tipping point’. But they will. The general trend to replace physical loyalty cards is part of it, as we see e-wallets that store our cards. Examples include Stocard, which replaces the need to carry bulging card-stuffed purses and wallets, with our smart phone.
Michel Falcon Experience
FEBRUARY 25, 2018
Michel Falcon: Hey everyone, I’m Michel Falcon, and in this video, I’m going to share the seven tips that I use to build better interview processes, to build high performing teams, increase employee engagement, and build a more profitable company. Do you feel your interview process lacks structure? Have you been asking the same interview questions for years?
Customer Alignment
MARCH 2, 2018
In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. The average tenure also lengthened from 23 months in 2009 to 34.5 months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.
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
Peter Lavers
FEBRUARY 27, 2018
Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront. They learn about a company’s support software, its products and services, and how to communicate and be empathetic in interactions.
Beyond Philosophy
MARCH 2, 2018
Didn’t Blockbuster, Kodak and Circuit City see the end was in sight? Why did they not change? Too many people reject new thinking that will improve their Customer Experience. Why? What is it about human behaviors that does this? In this podcast Colin Shaw and Professor Ryan Hamilton will debate why this is the case and what you should do about it.
Customer Guru
FEBRUARY 26, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
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