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3 Tips On How To Measure Customer Experience

Lumoa

Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics! Feed generated with FetchRSS

5 Survey Tips for Getting Better Customer Data

GetFeedback

Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? Wrong.

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Do You Lead Your Organization With Clarity of Purpose?

Customer Bliss

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.

Perspectives from a Danish CX Practitioner

MaritzCX

British companies have come a long way with utilizing their data to identify customer needs and predict their future behavior and estimate future profitability (the so-called customer lifetime value).

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Be the Customer Experience Disrupter

Kristina Evey

Being a business owner or leader requires a paradigm shift around comfort… You must become comfortable with being uncomfortable. Knowing … Read More Be the Customer Experience Disrupter. The post Be the Customer Experience Disrupter appeared first on Kristina Evey. Customer Experience Management Leadership Uncategorized

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When and How to Develop Customer Service Material

GetFeedback

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base.

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How to Connect Your Employees to Your Customers and Company Mission

Customer Bliss

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. Netspend is a leading provider of prepaid Visa ® and Mastercard ® cards for personal & commercial use.

4 Steps to Improve Your Franchise's Customer Experience

IntouchInsight

Learn how to improve customer experience at your franchise with four useful steps

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The lost suitcase – the sad reality of customer experience evolution

ijgolding

According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage.

Travel 153

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

2 Key Differences in B2B Journey Maps

Kerry Bodine

In our journey mapping bootcamps , we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. While the overall process for creating these maps is the same, there are two key differences.

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Can Your Customers Sense Trust in Their Journey with You?

Wired and Dangerous

For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and are the keys to building LOYALTY which drives ADVOCACY and GROWTH!

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Best Intercom Alternatives in 2019

Kayako

Looking for an intercom alternative that’s easy on your pockets and doesn’t skip on any functionality?

Episode 34 – Understand Customer Experience First to Disrupt for CX Changes

Kristina Evey

Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes. CEO’s, C-Suite and Leadership Teams seem to understand … Read More Episode 34 – Understand Customer Experience First to Disrupt for CX Changes. The post Episode 34 – Understand Customer Experience First to Disrupt for CX Changes appeared first on Kristina Evey. Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Automate Contact Center Outbound Calls and Texts for Positive ROI

inContact

For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. Outbound calls and texts are used in a variety of ways, such as to preempt situations or to keep customers up-to-date. They are often used to remind customers about important or upcoming appointments, deliveries, and confirmations, typically helping businesses run smoothly.

Seven Principles of Business Integrity

Integrity Solutions

Any company can put words on paper and talk about what their values are. But if people aren’t living business integrity in everything they do, it won’t matter what you say. “If If you have integrity, nothing else matters.

Is Customer Experience a Missed Opportunity?

Heart of the Customer

My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing.

Showcase Your Reviews with Amplify from ReviewTrackers

ReviewTrackers

Amplify , the new review widget suite from ReviewTrackers, displays all or a curated set of customer reviews on your website to increase conversions and boost your site’s SEO performance.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood

Kristina Evey

In a recent podcast, I discuss how CEO’s, C-Suite and Leadership Teams seem to understand the high-level vision of CX, … Read More Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood. The post Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood appeared first on Kristina Evey. Leadership Uncategorized

How can the Forrester Wave directly impact your RFP/RFI quality?

inContact

The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Is the field of evaluated vendors broad enough? Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked.

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Artificial Intelligence Tech: What Is It, and How Can It Create Jobs?

Smarter CX

In the next several years, artificial intelligence will transform how humans interact with businesses. This technical transition is one of the most powerful shifts in computing that the world has ever seen—and it has the potential to be a force of good.

How the Best-in-Class Use Augmented Reality for Field Service

Astea

In this Aberdeen report offered by Astea, see how best-in-class service companies use augmented reality to get new technicians — and especially contract technicians — onboarded and providing consistent service delivery faster. Are you struggling with technician turnover?

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Introducing Optimove’s Streams: Measure the Joint Performance of Multiple Campaigns

Optimove

Many people continue to confuse tactics with strategy. The difference is simple: Strategy refers to the direction of our business goal, and tactics are the actions. Campaigns and offers to clients, for example, are tactics.

The 5 Best Customer Retention Strategies for Subscription Businesses

Totango

The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention.

8 Qualities of Effective Contact Center Agents

inContact

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Many companies, especially those with no brick and mortar presence, are in this very position. Contact center agents have a significant impact on customer experience and thus the bottom line. Additionally, agents influence the morale of their team.

NRF 2019: 3 Days of Retail Customer Experience Takeaways

Smarter CX

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. This year’s event features 37,000 attendees including 16,000 retailers representing 3,500 retail companies.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Field Service Software Reviews

Astea

Read Astea customer reviews for our award-winning field service software, Alliance Enterprise. When you’re in the market for a new field service software system, you want to read reviews from actual users. We compiled some of the most recent end user reviews from Astea customers.

9 Practical Tips for an Effective NPS Data Analysis and Reporting

Retently

Net Promoter Score® (NPS®) is usually correlated with a business’ growth potential – and for good reason. However, it’s important to understand that there’s more to an NPS campaign than the score itself.

Are You A Risk Taker?

Beyond Philosophy

Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience.