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The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo. MORE
A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS MORE
During this "XM Fireside Chat," Bruce Temkin & Susan Haufe discuss healthcare experience in the current pandemic environment. The post XM Fireside Chat: Healthcare Experience With Bruce Temkin And Susan Haufe appeared first on Experience Matters. MORE
Skip to content. +44 44 7770 736832 | ian@ijgolding.com. facebook twitter linkedin. Search for: Home About About CXC About Ian Golding Services All Services Consulting Training Mentoring Speaking Customer What? Ian’s Blog Clients Gallery/Media Contact. Previous. MORE
Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. MORE
How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud. MORE
Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More. Jacada Blog MORE
The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media. MORE
Millennials, while many of their habits and routines may annoy the older generations, are vital to brand marketing. Even the term ‘millennial’ may sound a little cliché, but this generation is the most technologically savvy group of people in our society. MORE
In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. MORE
By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX. Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses. MORE
Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. Call Center Best Practices Advantages of the Cloud Customer Experience MORE
Imagine you’re calling your telecom to get help with a broadband router problem. At the start of your call, you say, “I’m having trouble connecting to the Internet. I have two computers connected through a wireless router and neither can connect. MORE
Taking Care of Your Customers “After” This is the last of three blogs discussing an exceptional Service Experience. The first two looked at what happens Before and During the service. Today we’ll look at what happens After vehicle servicing is completed. MORE
In each episode of the Daily Dose of OPTIMISM, I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. MORE
The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed. MORE
The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond. MORE
Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut , which premiered on March 27, 2020. It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future. MORE
Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get through this. MORE
See how our clients use mobile forms to quickly take action and adapt to a changing buying environment, while continuing to serve their industry MORE
How to properly use artificial intelligence (AI) to personalize the customer experience. Articles MORE
We need to better understand shoppers. Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%. MORE
Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn. But organizations need to shift from a rhythm of tracking to an obsession with sensing. MORE
Last week, we provided our customers with a complimentary survey template that could be used to get a pulse on customer and employee needs in these unprecedented times. MORE
C3Centricity
APRIL 4, 2020
We need to better understand shoppers. Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%.
MaritzCX
APRIL 2, 2020
Taking Care of Your Customers “After” This is the last of three blogs discussing an exceptional Service Experience. The first two looked at what happens Before and During the service. Today we’ll look at what happens After vehicle servicing is completed.
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Lumoa
MARCH 31, 2020
A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS
ijgolding
APRIL 1, 2020
Skip to content. +44 44 7770 736832 | ian@ijgolding.com. facebook twitter linkedin. Search for: Home About About CXC About Ian Golding Services All Services Consulting Training Mentoring Speaking Customer What? Ian’s Blog Clients Gallery/Media Contact. Previous.
Advertiser: Skilljar
In this eBook, we 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.
BlueOcean
MARCH 31, 2020
Stating the obvious, the past few weeks have been a turbulent time for everyone the world over. In response to this crisis, the world of work has been rapidly evolving.
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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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MaritzCX
MARCH 31, 2020
With everything going on in the world, many workplaces are making the switch to having their employees work from home. And as nice as it sounds to get to stay home all day, it can take quite a toll on physical and mental health when routine changes.
Experience Matters
APRIL 1, 2020
Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn. But organizations need to shift from a rhythm of tracking to an obsession with sensing.
Kerry Bodine
MARCH 29, 2020
Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut , which premiered on March 27, 2020. It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future.
C3Centricity
MARCH 31, 2020
How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud.
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To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.
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NICE inContact
APRIL 1, 2020
The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo.
MaritzCX
MARCH 31, 2020
The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media.
Experience Matters
MARCH 30, 2020
During this "XM Fireside Chat," Bruce Temkin & Susan Haufe discuss healthcare experience in the current pandemic environment. The post XM Fireside Chat: Healthcare Experience With Bruce Temkin And Susan Haufe appeared first on Experience Matters.
GetFeedback
MARCH 31, 2020
How to properly use artificial intelligence (AI) to personalize the customer experience. Articles
Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA
One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.
Horizon CX
APRIL 1, 2020
By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX. Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses.
Experience Investigators by 360Connext
MARCH 31, 2020
Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get through this.
Vision Critical
MARCH 31, 2020
Last week, we provided our customers with a complimentary survey template that could be used to get a pulse on customer and employee needs in these unprecedented times.
Jacada
APRIL 2, 2020
Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More. Jacada Blog
Advertisement
When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
Customer Bliss
MARCH 28, 2020
In each episode of the Daily Dose of OPTIMISM, I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below.
TechSee
MARCH 31, 2020
Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications.
IntouchInsight
MARCH 30, 2020
See how our clients use mobile forms to quickly take action and adapt to a changing buying environment, while continuing to serve their industry
Steve DiGioia
MARCH 30, 2020
The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed.
Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums
Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.
Jacada
MARCH 31, 2020
Imagine you’re calling your telecom to get help with a broadband router problem. At the start of your call, you say, “I’m having trouble connecting to the Internet. I have two computers connected through a wireless router and neither can connect.
Talkdesk
APRIL 1, 2020
In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis.
Joe Rawlinson
APRIL 2, 2020
Millennials, while many of their habits and routines may annoy the older generations, are vital to brand marketing. Even the term ‘millennial’ may sound a little cliché, but this generation is the most technologically savvy group of people in our society.
UJET
APRIL 1, 2020
The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond.
Advertisement
This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.
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