Expert insights. Personalized for you.
We face many distractions and obstacles in our day-to-day lives so it’s not worth the effort to be something you are not. Eventually, your true self will come out. MORE
As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles. To that end, I want to share with you my recent interview with Camille Harrison , the SVP & COO of Guidewell Commercial Market, and Guidewell Innovation. Guidewell is the parent company of Florida Blue. MORE
Without accurate measurement of customer sentiment, delivering great experiences is close to impossible. Without the right data and the right metrics, you and your team may be shooting in the dark in your attempts to improve business operations. MORE
Experience design Customer Perception Design The Journey to Resonate with Customer and Employees , customer experience , employee experience. The post Experience Perception – The Journey Design to Resonate with Customer and Employees… or Not appeared first on Eglobalis. MORE
There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese. The pair belong together. MORE
The customer journey follows the complete lifecycle from awareness to loyalty. Here, we share our process and framework to map the entire customer journey MORE
The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. MORE
Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. MORE
When we think of nefarious actors attacking our systems, we think of phishing emails or suspicious ads. The reality of it is, however, much larger and often more menacing. MORE
As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers. MORE
Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. MORE
For nearly two decades, Centercode has provided leading platform and managed service customer testing solutions that help companies turn good technology into great products. MORE
The external customer experience (CX) + internal employee experience (EX) equals a winning solution. It sounds like something you would learn on your first day of business school. But that doesn’t make it any less relevant, especially in these COVID-dominated times. MORE
Automate the Process, Never the Relationship. The Secret to Building Amazing Company Culture. Shep Hyken interviews Matthew Barnett , the CEO and “Papa Bear” of Bonjoro. They discuss strategies for delighting your customers by delivering amazing service. MORE
130 Retail business is all about the transactions involving sellers selling their goods directly to the customers which are usually the end users of the products. MORE
Tell us a bit about yourself and what your role is at Gainsight. I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product. MORE
Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. MORE
Health insurance plans and payers are often under additional stress during the open enrollment period. It’s among the most critical times of the year, when healthcare call centers are flooded with consumers inquiring about plan options or needing additional assistance. MORE
ReviewTrackers MORE
Entrepreneurship can be addicting. Once you’ve learned how to become an entrepreneur , chances are you’ll get to work right away. Entrepreneurs are creative, risk-taking, and business-savvy; they possess all the unique qualities that make starting a business possible. MORE
PwC reports 32% of all customers would stop doing business with a brand they loved after one bad experience. After experiencing value-enhancing customer service interactions, there is an 82% probability that the customer would stay even when presented an opportunity to switch. MORE
This week we feature an article from Geoff Webb, the Vice President of Products at PROS. He explains the importance of building a solid, human relationship with your customers in the digital world. There are no transactions. Not anymore. MORE
What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. In a recent Aberdeen report, 66% of respondents said the reason they are going digital is to improve CX. MORE
When working with customers, knowing what they want so that we get to know them individually is imperative. We want to focus on not only what they want to achieve, but also what they expect from us to help them to get to these goals, whichever field, or industry they may be in. MORE
NICE inContact
OCTOBER 27, 2020
There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese. The pair belong together.
Experience Investigators by 360Connext
OCTOBER 27, 2020
Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts.
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Steven Macdonald
OCTOBER 25, 2020
The customer journey follows the complete lifecycle from awareness to loyalty. Here, we share our process and framework to map the entire customer journey
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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!
Customer Bliss
OCTOBER 28, 2020
As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles. To that end, I want to share with you my recent interview with Camille Harrison , the SVP & COO of Guidewell Commercial Market, and Guidewell Innovation. Guidewell is the parent company of Florida Blue.
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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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Bill Quiseng
OCTOBER 26, 2020
Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers.
eglobalis
OCTOBER 26, 2020
Experience design Customer Perception Design The Journey to Resonate with Customer and Employees , customer experience , employee experience. The post Experience Perception – The Journey Design to Resonate with Customer and Employees… or Not appeared first on Eglobalis.
Joe Rawlinson
OCTOBER 26, 2020
Entrepreneurship can be addicting. Once you’ve learned how to become an entrepreneur , chances are you’ll get to work right away. Entrepreneurs are creative, risk-taking, and business-savvy; they possess all the unique qualities that make starting a business possible.
Wired and Dangerous
OCTOBER 26, 2020
PwC reports 32% of all customers would stop doing business with a brand they loved after one bad experience. After experiencing value-enhancing customer service interactions, there is an 82% probability that the customer would stay even when presented an opportunity to switch.
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!
ReviewTrackers
OCTOBER 22, 2020
ReviewTrackers
ShepHyken
OCTOBER 28, 2020
The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers.
Steve DiGioia
OCTOBER 22, 2020
We face many distractions and obstacles in our day-to-day lives so it’s not worth the effort to be something you are not. Eventually, your true self will come out.
Heart of the Customer
OCTOBER 23, 2020
As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers.
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.
Gainsight
OCTOBER 22, 2020
Tell us a bit about yourself and what your role is at Gainsight. I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product.
Talkdesk
OCTOBER 27, 2020
Health insurance plans and payers are often under additional stress during the open enrollment period. It’s among the most critical times of the year, when healthcare call centers are flooded with consumers inquiring about plan options or needing additional assistance.
ShepHyken
OCTOBER 27, 2020
Automate the Process, Never the Relationship. The Secret to Building Amazing Company Culture. Shep Hyken interviews Matthew Barnett , the CEO and “Papa Bear” of Bonjoro. They discuss strategies for delighting your customers by delivering amazing service.
Centercode
OCTOBER 28, 2020
For nearly two decades, Centercode has provided leading platform and managed service customer testing solutions that help companies turn good technology into great products.
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!
Customercount
OCTOBER 26, 2020
The external customer experience (CX) + internal employee experience (EX) equals a winning solution. It sounds like something you would learn on your first day of business school. But that doesn’t make it any less relevant, especially in these COVID-dominated times.
BirdEye
OCTOBER 27, 2020
Without accurate measurement of customer sentiment, delivering great experiences is close to impossible. Without the right data and the right metrics, you and your team may be shooting in the dark in your attempts to improve business operations.
ShepHyken
OCTOBER 23, 2020
This week we feature an article from Geoff Webb, the Vice President of Products at PROS. He explains the importance of building a solid, human relationship with your customers in the digital world. There are no transactions. Not anymore.
Speaker: Rachel Happe
An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.
Talkdesk
OCTOBER 26, 2020
When we think of nefarious actors attacking our systems, we think of phishing emails or suspicious ads. The reality of it is, however, much larger and often more menacing.
Totango
OCTOBER 23, 2020
Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward.
Zonka Feedback Blog
OCTOBER 27, 2020
Retail business is all about the transactions involving sellers selling their goods directly to the customers which are usually the end users of the products.
Topdown
OCTOBER 26, 2020
When working with customers, knowing what they want so that we get to know them individually is imperative. We want to focus on not only what they want to achieve, but also what they expect from us to help them to get to these goals, whichever field, or industry they may be in.
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A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.
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