INDUSTRY INSIGHTS YOUR PEERS ARE READING
What is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds. CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. MORE
Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question? MORE
Product professionals are increasingly leveraging the design sprint process to expedite their innovation with reduced risk and investment. Best Practices Customer Insights Innovation Insight Communities MORE
Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun. MORE
More Than You Can Deliver storytelling is easily dismissed as both incredible as well as un-credible. First, you promise to deliver products, solutions, services and programs exceeding your professional capabilities. MORE
Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago. MORE
5 Fun Memories That Made This An Event I Won’t Forget. Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever. MORE
Story context is a critical element to creating compelling stories. Stories which convince people to buy whatever it is you sell – and buy more than once from you. And, stories which inspire people, like you, to move one millimeter beyond legacy mindset, habits and behaviors. MORE
Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. MORE
Today, I’m thrilled to bring you an on-the-road edition of my Daily Dose series. I was recently at a special CXPA member event at the Columbus Metropolitan Library, where I spent some time with Alison Circle, chief experience officer of the Columbus Metropolitan Library. . MORE
After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. MORE
The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means. MORE
A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. MORE
We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. MORE
This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. MORE
This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . MORE
Implementing Cultural Change by Focusing on Impacts to Employee Behavior Retail auto, with few exceptions, is addicted to “transactional” behavior, from front end (showroom) to back (service)…and that behavior will negatively impact virtually every innovative future endeavor. Problem is, most dealer leaders don’t believe it or think they are already delivering a good experience with. View Article. Automotive MORE
What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS MORE
Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization. MORE
How do you lead an organization’s CX when there’s no blueprint for you to follow? Well, you make your own! MORE
‘Uberization’ is now listed in the Cambridge dictionary. And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair. MORE
Consumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases. Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing. MORE
Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. MORE
As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today. MORE
CX Day is coming on October 1 – you can learn more at www.cxday.org. It’s your annual moment to make a splash. You’re always looking for ways to bring your customers to life for your employees – here’s a great opportunity. CX Day, sponsored by the CXPA, gives you the excuse to get in front […]. MORE
NICE inContact
SEPTEMBER 20, 2019
Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago.
GetFeedback
SEPTEMBER 18, 2019
A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience.
Lumoa
SEPTEMBER 16, 2019
What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS
NICE inContact
SEPTEMBER 17, 2019
We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more.
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.
Vision Critical
SEPTEMBER 18, 2019
Product professionals are increasingly leveraging the design sprint process to expedite their innovation with reduced risk and investment. Best Practices Customer Insights Innovation Insight Communities
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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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C3Centricity
SEPTEMBER 16, 2019
As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today.
Customer Bliss
SEPTEMBER 18, 2019
Today, I’m thrilled to bring you an on-the-road edition of my Daily Dose series. I was recently at a special CXPA member event at the Columbus Metropolitan Library, where I spent some time with Alison Circle, chief experience officer of the Columbus Metropolitan Library. .
NICE inContact
SEPTEMBER 17, 2019
Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform.
Vision Critical
SEPTEMBER 16, 2019
Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization.
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.
MaritzCX
SEPTEMBER 13, 2019
Implementing Cultural Change by Focusing on Impacts to Employee Behavior Retail auto, with few exceptions, is addicted to “transactional” behavior, from front end (showroom) to back (service)…and that behavior will negatively impact virtually every innovative future endeavor. Problem is, most dealer leaders don’t believe it or think they are already delivering a good experience with. View Article. Automotive
Wired and Dangerous
SEPTEMBER 16, 2019
The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means.
Customer Bliss
SEPTEMBER 19, 2019
How do you lead an organization’s CX when there’s no blueprint for you to follow? Well, you make your own!
TechSee
SEPTEMBER 18, 2019
After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed.
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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.
ShepHyken
SEPTEMBER 18, 2019
Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?
Heart of the Customer
SEPTEMBER 19, 2019
CX Day is coming on October 1 – you can learn more at www.cxday.org. It’s your annual moment to make a splash. You’re always looking for ways to bring your customers to life for your employees – here’s a great opportunity. CX Day, sponsored by the CXPA, gives you the excuse to get in front […].
CSM Magazine
SEPTEMBER 18, 2019
‘Uberization’ is now listed in the Cambridge dictionary. And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair.
NICE inContact
SEPTEMBER 18, 2019
Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun.
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.
UJET
SEPTEMBER 19, 2019
Consumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases. Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing.
ShepHyken
SEPTEMBER 20, 2019
This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support.
One Millimeter Mindset
SEPTEMBER 16, 2019
Story context is a critical element to creating compelling stories. Stories which convince people to buy whatever it is you sell – and buy more than once from you. And, stories which inspire people, like you, to move one millimeter beyond legacy mindset, habits and behaviors.
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.
NICE inContact
SEPTEMBER 13, 2019
Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers.
Totango
SEPTEMBER 20, 2019
5 Fun Memories That Made This An Event I Won’t Forget. Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever.
ShepHyken
SEPTEMBER 13, 2019
This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. .
One Millimeter Mindset
SEPTEMBER 18, 2019
More Than You Can Deliver storytelling is easily dismissed as both incredible as well as un-credible. First, you promise to deliver products, solutions, services and programs exceeding your professional capabilities.
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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.
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