INDUSTRY INSIGHTS YOUR PEERS ARE READING
For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. MORE
It’s great to see so many people starting to see the potential of Experience Management (XM). As I’ve discussed, XM is the natural evolution in enterprise transformation. XM will improve just about any organization with the infusion of intelligence and humanity. MORE
Time takes its toll on your IVR system , just like on everything else. It is good practice for any contact center and IVR , regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service , to conduct regular reviews. MORE
Game Changers. We’re always on the lookout for the ones that will make the biggest impact. And, on this week’s “Sweets of CX ” podcast, we’ve got the expert. MORE
In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. Bel Brands is the world’s third-largest branded cheese company, and the leader in sing-serving cheese portions. MORE
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. MORE
Employee Engagement Creates Value in the Workplace According to the Business Roundtable, “investing in employees” was the second highest priority among 181 CEO’s of the world’s top organizations. “It’s MORE
I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. MORE
Customer Experience Management is the means by which an organization captures, measures, evaluates, and acts on all customer experiences, across all touchpoints on the customer journey. There are so many different types of customer experiences today compared to even ten years ago. MORE
A growing concept in popularity these days, is that many organizations make the claim of being customer-centric. MORE
A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. In response, many organizations have begun rolling out a new function called customer experience management (CXM). MORE
You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary. MORE
Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. MORE
Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX. The post Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX appeared first on Kristina Evey. Employee Experience Leadership Planning for CX Podcasting MORE
It’s hard not to notice what’s going on in the world of data privacy these days. MORE
Many common customer issues can be easily predicted. An expired credit card means a payment won’t go through. A purchase of a complex smart device means installation guidance will be needed. A coffee machine that’s in daily use will require maintenance after a year or so. MORE
A growing concept in popularity these days, is that many organizations make the claim of being customer-centric. MORE
Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service. MORE
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity. MORE
Sarah E. Toms is executive director and co-founder of Wharton Interactive. She has spent more than twenty years as a … Read More Episode 69 – Conversation with Sarah Toms. The post Episode 69 – Conversation with Sarah Toms appeared first on Kristina Evey. cultural mindset Leadership Planning for CX Podcasting MORE
At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? MORE
NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth. Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. MORE
Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition! MORE
What Does the Future of CX Look Like? It’s crystal ball time! MORE
Organizations are starting to realize the key to a world-class customer experience is nailing the employee experience first. After all, satisfied employees are more likely to create satisfied customers. Feed generated with FetchRSS MORE
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. MORE
MaritzCX
OCTOBER 22, 2019
Employee Engagement Creates Value in the Workplace According to the Business Roundtable, “investing in employees” was the second highest priority among 181 CEO’s of the world’s top organizations. “It’s
CloudCherry
OCTOBER 23, 2019
Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service.
NICE inContact
OCTOBER 22, 2019
Time takes its toll on your IVR system , just like on everything else. It is good practice for any contact center and IVR , regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service , to conduct regular reviews.
Experience Matters
OCTOBER 21, 2019
It’s great to see so many people starting to see the potential of Experience Management (XM). As I’ve discussed, XM is the natural evolution in enterprise transformation. XM will improve just about any organization with the infusion of intelligence and humanity.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
360Connext
OCTOBER 22, 2019
What Does the Future of CX Look Like? It’s crystal ball time!
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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GetFeedback
OCTOBER 21, 2019
A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. In response, many organizations have begun rolling out a new function called customer experience management (CXM).
Customer Bliss
OCTOBER 23, 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.
NICE inContact
OCTOBER 18, 2019
NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth. Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released.
Kristina Evey
OCTOBER 22, 2019
Sarah E. Toms is executive director and co-founder of Wharton Interactive. She has spent more than twenty years as a … Read More Episode 69 – Conversation with Sarah Toms. The post Episode 69 – Conversation with Sarah Toms appeared first on Kristina Evey. cultural mindset Leadership Planning for CX Podcasting
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
MaritzCX
OCTOBER 17, 2019
A growing concept in popularity these days, is that many organizations make the claim of being customer-centric.
CloudCherry
OCTOBER 17, 2019
Game Changers. We’re always on the lookout for the ones that will make the biggest impact. And, on this week’s “Sweets of CX ” podcast, we’ve got the expert.
Jacada
OCTOBER 18, 2019
You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary.
NICE inContact
OCTOBER 18, 2019
Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
Kristina Evey
OCTOBER 22, 2019
Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX. The post Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX appeared first on Kristina Evey. Employee Experience Leadership Planning for CX Podcasting
Customer Bliss
OCTOBER 18, 2019
In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. Bel Brands is the world’s third-largest branded cheese company, and the leader in sing-serving cheese portions.
Vision Critical
OCTOBER 17, 2019
It’s hard not to notice what’s going on in the world of data privacy these days.
TechSee
OCTOBER 22, 2019
Many common customer issues can be easily predicted. An expired credit card means a payment won’t go through. A purchase of a complex smart device means installation guidance will be needed. A coffee machine that’s in daily use will require maintenance after a year or so.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
NICE inContact
OCTOBER 18, 2019
At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really?
Lumoa
OCTOBER 21, 2019
Organizations are starting to realize the key to a world-class customer experience is nailing the employee experience first. After all, satisfied employees are more likely to create satisfied customers. Feed generated with FetchRSS
Customer Bliss
OCTOBER 17, 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.
C3Centricity
OCTOBER 16, 2019
Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition!
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Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.
Upstream Works
OCTOBER 23, 2019
Customer Experience Management is the means by which an organization captures, measures, evaluates, and acts on all customer experiences, across all touchpoints on the customer journey. There are so many different types of customer experiences today compared to even ten years ago.
NICE inContact
OCTOBER 17, 2019
For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy.
Wired and Dangerous
OCTOBER 18, 2019
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity.
ShepHyken
OCTOBER 16, 2019
I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
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