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2020 was a time of great change for the contact center. MORE
3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. MORE
Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Meet Ashley Edwards, a Customer Engagement Representative at GlowTouch. MORE
Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. MORE
If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. And no, that’s not a typo… Covid through a wrench into our annual awards schedule.). The Finalists. Commercial Work. MORE
Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles. MORE
Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization. Articles MORE
The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! MORE
“You will be the same person in five years as you are today except for the people you meet and the books you read.” ” Charlie “Tremendous” Jones. MORE
The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. MORE
Delivering an All-Inclusive Online CX. How Web Accessibility Creates a Better Customer Experience for Everyone. Shep Hyken interviews Rafi Glantz, Strategic Partnerships Manager of accessiBe. They discuss what web accessibility means and why it’s important for businesses to be more accessible. MORE
Storytelling has been around as long as humans have. It’s ingrained in all of us. It’s how we pass down tacit knowledge, teach our children values, recapture ‘glory days,’ and inspire the next generations. MORE
During the initial business startup phase, providing great customer service may not have been your first thought. Instead, you focused on getting the best location, trendy furnishings, celebrity appearances, and over-the-top promotions that you “knew” would jump-start your business. MORE
This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Developing an affiliate marketing strategy comprises multiple aspects. MORE
If there’s one thing the COVID-19 pandemic has left us with, it’s an increased awareness of the importance of remote accessibility. MORE
Customer experience, also commonly referred to as CX, simply refers to the experience that a customer has with a business. It’s basically the impression that a customer has about your company based on their interaction history with you, and reflects how the customer perceives your company. MORE
“Do you want to SuperSize that?” ” and “Do you want fries with that?” ” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. MORE
Customer experience is not a fad or a trend or a buzzy phrase. And yet organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. MORE
ReviewTrackers MORE
How to collect customer satisfaction metrics and take strategic action based on your findings. Guides MORE
This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses. MORE
NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users. MORE
It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. MORE
NICE inContact
MARCH 1, 2021
NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users.
GetFeedback
MARCH 1, 2021
Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization. Articles
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Kerry Bodine
FEBRUARY 25, 2021
If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. And no, that’s not a typo… Covid through a wrench into our annual awards schedule.). The Finalists. Commercial Work.
Experience Investigators by 360Connext
FEBRUARY 23, 2021
Customer experience is not a fad or a trend or a buzzy phrase. And yet organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February.
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
Horizon CX
MARCH 1, 2021
Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade.
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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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Storyminers
FEBRUARY 24, 2021
Storytelling has been around as long as humans have. It’s ingrained in all of us. It’s how we pass down tacit knowledge, teach our children values, recapture ‘glory days,’ and inspire the next generations.
GetFeedback
FEBRUARY 28, 2021
How to collect customer satisfaction metrics and take strategic action based on your findings. Guides
Calabrio
FEBRUARY 26, 2021
2020 was a time of great change for the contact center.
Comm100
FEBRUARY 25, 2021
If there’s one thing the COVID-19 pandemic has left us with, it’s an increased awareness of the importance of remote accessibility.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
NICE inContact
FEBRUARY 24, 2021
The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected.
TechSee
MARCH 1, 2021
“Do you want to SuperSize that?” ” and “Do you want fries with that?” ” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there.
ShepHyken
FEBRUARY 23, 2021
Delivering an All-Inclusive Online CX. How Web Accessibility Creates a Better Customer Experience for Everyone. Shep Hyken interviews Rafi Glantz, Strategic Partnerships Manager of accessiBe. They discuss what web accessibility means and why it’s important for businesses to be more accessible.
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Comm100
FEBRUARY 23, 2021
It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations.
eglobalis
MARCH 2, 2021
The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived!
TechSee
FEBRUARY 23, 2021
3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G.
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
Bill Quiseng
MARCH 1, 2021
“You will be the same person in five years as you are today except for the people you meet and the books you read.” ” Charlie “Tremendous” Jones.
Steve DiGioia
FEBRUARY 25, 2021
During the initial business startup phase, providing great customer service may not have been your first thought. Instead, you focused on getting the best location, trendy furnishings, celebrity appearances, and over-the-top promotions that you “knew” would jump-start your business.
ShepHyken
FEBRUARY 26, 2021
This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Developing an affiliate marketing strategy comprises multiple aspects.
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
The DiJulius Group
FEBRUARY 24, 2021
GlowTouch
FEBRUARY 23, 2021
Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Meet Ashley Edwards, a Customer Engagement Representative at GlowTouch.
Vanilla Forums
FEBRUARY 24, 2021
Customer experience, also commonly referred to as CX, simply refers to the experience that a customer has with a business. It’s basically the impression that a customer has about your company based on their interaction history with you, and reflects how the customer perceives your company.
ShepHyken
FEBRUARY 24, 2021
Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles.
Speaker: Adrian Speyer, Head of Community for Vanilla
Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.
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