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The Power of Empowerment!
MaritzCX
OCTOBER 17, 2019
A growing concept in popularity these days, is that many organizations make the claim of being customer-centric.
Trending Articles
NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe
NICE inContact
OCTOBER 18, 2019
NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth. Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released.
The Top 4 Customer Experience Challenges and How to Overcome Them
GetFeedback
OCTOBER 14, 2019
The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.
How the Best Marketers are getting More Actionable Insights
C3Centricity
OCTOBER 16, 2019
Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition!
Redefining Customer Experience Metrics for Better Performance
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
5 Ways Intelligent Automation optimizes customer AND agent experience
Jacada
OCTOBER 18, 2019
You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary.
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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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More Trending
Game Changing Methods to Optimize Your Customer Experience
CloudCherry
OCTOBER 17, 2019
Game Changers. We’re always on the lookout for the ones that will make the biggest impact. And, on this week’s “Sweets of CX ” podcast, we’ve got the expert.
NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America
NICE inContact
OCTOBER 18, 2019
Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released.
Three Ways to Supercharge Your Sales Training for a Winning Customer Experience
360Connext
OCTOBER 15, 2019
Customer experience, in all is complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Have you ever been disappointed? Most likely, your story starts with a “They promised me.” and ends with a “They just refused!”.
Sparq Fall ’19 Release Empowers Brands in Today’s Data Privacy Landscape
Vision Critical
OCTOBER 17, 2019
It’s hard not to notice what’s going on in the world of data privacy these days.
Beyond the Contact Center: Unlocking Insights with Speech Analytics
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
The CCO Career Path: How to Successfully Translate Your CX Skills Across Industries
Customer Bliss
OCTOBER 17, 2019
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.
What's a Multimodal Customer Experience?
Jacada
OCTOBER 15, 2019
How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.
The Trifecta of Service Excellence and the Agent’s Reality
NICE inContact
OCTOBER 18, 2019
At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really?
Customer retention rates depend on understanding these 3 personas
TechSee
OCTOBER 15, 2019
Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.
Training for Lead Generation, Customer Onboarding and Support
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
8 Reasons Why Customer Service Will Never Be Perfect
Steve DiGioia
OCTOBER 15, 2019
Stop, just stop it. You’re not perfect and neither are the people you have working for you. And don’t even get me started about how “perfect” your business is. So, you must realize that your customer service will never be perfect either. Agreed? Good, now we can move on and try to fix it.
Seeing Your Customers in a New Light
Wired and Dangerous
OCTOBER 18, 2019
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity.
How to Shortlist Potential Contact Center Partners
BlueOcean
OCTOBER 17, 2019
Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. It’s not unusual for the process to take 12 to 18 months from discovery to go-live with significant time and budget required along the way. And we have seen deals with the successful bidder derailed by details in the eleventh hour, setting the buyer back to square one after more than a year of effort.
The Voice of the Customer is Asking for a Better Citizen Experience, is Your Agency Listening?
NICE inContact
OCTOBER 17, 2019
For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy.
How to Make the Transition to Customer Service Outsourcing
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
The Survey Shouldn’t Be the Last Thing the Customer Remembers About You
ShepHyken
OCTOBER 16, 2019
I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.
8 Actionable Tips for Engaging Survey Subject Lines
Retently
OCTOBER 15, 2019
When customers receive a survey by email, what’s the first thing they notice? The survey question? The response options? The branding?
Tell me why!
Heart of the Customer
OCTOBER 17, 2019
This week I listened to a colleague tell me that, three years ago, the company he worked for acquired another company of near equal size within the same industry.
Breaking Bad News to Clients, Backed Up by Social Insight
NetBase
OCTOBER 15, 2019
Social media has changed the world we operate in across the board. No clearer is this than when something goes ‘viral’ for the wrong reasons.
Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center
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Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.
Scaling a Customer Centric Culture in Your Contact Center
NICE inContact
OCTOBER 16, 2019
Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better.
Guest Blog: How to Turn Customer Service Mistakes Into Happiness
ShepHyken
OCTOBER 18, 2019
This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy.
The Power of Hyper-personalization
Astea
OCTOBER 17, 2019
The Real ROI of Transforming Your Customer Experience Strategy. In the new era of evolved customers, the status of your brand is no longer enough. Today’s customers demand truly personalized experiences.
A New Segmentation Model for Customer Onboarding
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.
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