MaritzCX

AUGUST 16, 2018

This is an article written by MaritzCX for the purpose of examining survey behaviors through data analysis, where the connections are illustrated.

Analysis 260

Analysis Survey Connections Data 260

Jacada

AUGUST 16, 2018

Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions.

Contact Center 130

Contact Center Technology 130

ReviewTrackers

AUGUST 13, 2018

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. In an increasingly crowded marketplace, merely being able to sell your product or service doesn’t always guarantee business growth.

Metrics 156

Metrics Customer Satisfaction Net Promoter Score Effort Score 156

Kayako

AUGUST 10, 2018

Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat.

Customer Success 165

Customer Success Tools Connections Engagement 165

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Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

How To

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform.

Strategy 130

Strategy Chief Customer Officer Call Center B2B 130

Steve DiGioia

AUGUST 13, 2018

you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards.

Policies 144

Policies Company Customer Service Customers 144

360Connext

AUGUST 13, 2018

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey.

omnichannel 143

omnichannel Brands Ecommerce B2B 143

Heart of the Customer

AUGUST 13, 2018

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch.

Consulting 140

Consulting Industry Customer Experience B2B 140

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Learn 5 actions your organization can take right now to improve the customer experience.

How To

Michelli Experience

AUGUST 15, 2018

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents.

Hospitality 130

Hospitality Automotive Financial Customer Experience 130

Customer Bliss

AUGUST 14, 2018

My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration.

Policies 130

Policies Insurance Case Study Entertainment 130

Jacada

AUGUST 14, 2018

Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation.

Customer Experience 130

Customer Experience Call Center Technology Customer Service 130

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

B2B 127

B2B Exercises Leadership Measurement 127

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Transforming CX: Critical success factors mobile operators are looking for.

Customer Experience

Wired and Dangerous

AUGUST 13, 2018

Working in Nicaragua we were surprised to see active volcanos with large craters and smoke seething from their tops. Volcanos usually offer a warning before “blowing their tops.” Sometimes, it is added smoke billowing into the skyline; sometimes it is a series of minor earthquakes.

Airlines 130

Airlines Social Media Measurement Customer Expectations 130

CX Chronicle

AUGUST 13, 2018

My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.

Examples 130

Examples Survey Tips Groups 130

Smarter CX

AUGUST 14, 2018

At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences.

Retail 119

Retail Conference Travel Innovation 119

TechSee

AUGUST 14, 2018

Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct.

Contact Center 119

Contact Center System Call Center Virtual Agent 119

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This cheat sheet covers ten fundamentals of customer service to help your business excel.

Customer Service

Customer Bliss

AUGUST 10, 2018

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization.

Employee Engagement 130

Employee Engagement Company Engagement Chief Customer Officer 130

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Airlines 110

Airlines Touchpoint Social Media Connections 110

Retently

AUGUST 15, 2018

Customer service used to be something companies offered without giving it too much thought, but it has become a central point of any business strategy nowadays. There are plenty of numerous examples of excellent customer service being provided by top companies.

Examples 85

Examples Customer Experience Hotels Social Media 85

Joe Rawlinson

AUGUST 15, 2018

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones.

Customer Experience 78

Customer Experience Brands Customer Satisfaction ROI 78

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Tactics for Boosting Engagement and Brand Affinity.

Brands

ReviewTrackers

AUGUST 17, 2018

The growing number of healthcare review platforms like Zocdoc gives medical practices an online presence. With Zocdoc reviews, doctors can gain new patients and increase their reputation. Having an online footprint is essential, especially in the healthcare industry.

Connections 65

Connections Healthcare Hospitality Insurance 65

CX Journey

AUGUST 15, 2018

Image courtesy of Pixabay Do you know the power of storytelling? And do you use it in your customer experience transformation efforts?

Transportation 104

Transportation Roadmap Tools Connections 104

Smarter CX

AUGUST 15, 2018

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. Are you doing enough to stand out and be memorable with your customer experiences? In episodes 28-31 of Experience This! ,

Fashion 72

Fashion Social Media Interaction Examples 72

Beyond Philosophy

AUGUST 16, 2018

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me. It began back in my executive position at British Telecom.

Net Promoter Score 69

Net Promoter Score NPS Consulting Measurement 69

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Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Customer Experience

Amity

AUGUST 13, 2018

Metrics, metrics, metrics. everyone is looking to better understand their customers and the outcomes of their customer success efforts. There are so many options, it can be hard to get a clear idea of what to keep track of, and where to focus our attention.

Metrics 70

Metrics Infographics Customer Success Data 70

ReviewTrackers

AUGUST 16, 2018

Earlier this month, Facebook rolled out a series of visual changes and feature tweaks to local business Pages. A major part of Facebook’s latest update is the departure from traditional customer reviews and ratings and the introduction of “Recommendations.”. Facebook Recommendations.

System 65

System Feedback Trends Survey 65

UJET

AUGUST 16, 2018

UJET brings home bronze with a Stevie for Tech Startup of the Year – Software. UJET Contact Center cloud-based contact center

Software 62

Software Contact Center 62

Merlin

AUGUST 15, 2018

The internet has transformed the way humans transact and communicate, highlighting how diverse language is. Modern globalisation is the pathway that led companies to face more international clients now than before.

Sales 62

Sales Knowledge Base Travel Brands 62

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Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

Strategy