INDUSTRY INSIGHTS YOUR PEERS ARE READING
We recently interviewed Lisa Bodell, award-winning author and CEO of FutureThink, and picked her brain on customer experience tips and innovative approaches. At FutureThink Lisa works with organizations to kill complexity, create space for innovation, and get to the work that matters. MORE
Insights Come Hand and Hand with Listening There is no feedback more important for companies to utilize than the candid, true thoughts and feelings of employees and customers. MORE
Astea International Introduces Alliance Warehouse Edge ™ Mobile Application to Make Warehouse Workers Fully Mobile. Warehouse Edge enables warehouse workers to perform all their daily activities on a mobile device. MORE
As we enter a new year of growth and opportunities, don’t miss the chance to be part of the excitement at NICE inContact’s flagship customer conference in London by sharing your experiences and insights with industry peers. MORE
Within the broader domain of Customer Experience (CX) technology there has perhaps been no greater technological advancement than self-service products and solutions. MORE
Organizations cannot afford to be operationally driven. A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing. MORE
ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace. The system often crashed, wait times were long and too much had to be done manually. MORE
Agent engagement refers to any customer interaction that requires a human-touch. While much of the technology focus of recent years has been with self-service, the assisted service channel is seeing a resurgence of interest and importance. MORE
It seems that with all of the buzzwords in marketing technology, it is nearly impossible to separate the wheat from the chaff. Every email service provider seemingly uses “AI-powered optimization” and every data warehouse is a “CDP”. MORE
In my interview with Rachel David , founder of Hashtag Communications , we discuss social media customer service, managing remote employees and how businesses can leverage influencers to build trust with potential customers. MORE
Where are the hassles your customers encounter when using the product or service you provide regardless of who they buy … Read More Engage Customers, Solve for Hassles, Earn Their Loyalty. The post Engage Customers, Solve for Hassles, Earn Their Loyalty appeared first on Kristina Evey. customer complaints customer feedback Customer loyalty Perception MORE
“When all customers are important…none will be.” – Syndrome from The Incredibles (slightly paraphrased) Are all customers worth the same to your business? But odds are, your CX program doesn’t recognize this. Which is odd, since other departments don’t have a problem with this concept. MORE
While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency. Read More. Jacada Blog MORE
Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results. MORE
Predictive Analytics is such a buzzword isn’t it? Analysis plays an essential role in all aspects of business, there is no doubt about that. Yet here we are, trying to figure it all out. Do we have clean enough data to make good and accurate decisions? Do we have the structure to track the areas in which we need to? These techniques offer?decision MORE
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. MORE
Shownotes… There are usually more “customers” in the B2B relationship than in B2C. Typically, there will be, among others, … … Read More Episode 39 – Important Nuances of the B2B Customer Experience. The post Episode 39 – Important Nuances of the B2B Customer Experience appeared first on Kristina Evey. B2B Culture Customer Experience Management Podcasting MORE
Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are delivered to their “doorstep.” MORE
As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MORE
Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. MORE
As customer experience gains more traction and more maturity as an industry, the technology is running double time to keep up. CX platforms are being acquired for billions of dollars. We’re no longer in the days of archaic survey collection tools and long, expensive strategy analysis. Today’s platforms (and CX teams) need to advance their capabilities to compete. Here are 10 ways your customer experience strategy needs to evolve to keep up with the best in the business. MORE
I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! The huge turnout of thousands clearly shows the value that both attendees and exhibitors get from it. MORE
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. MORE
Check the latest easy quick-win loyalty-boosting customer experience strategies to power up your CX in 2019! Feed generated with FetchRSS MORE
While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. MORE
Intelligent self-service refers to the new generation of self-service solutions. These solutions are changing the paradigm over the old way of doing it. MORE
Jacada
FEBRUARY 22, 2019
While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency. Read More. Jacada Blog
MaritzCX
FEBRUARY 19, 2019
Insights Come Hand and Hand with Listening There is no feedback more important for companies to utilize than the candid, true thoughts and feelings of employees and customers.
GetFeedback
FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.
Steve DiGioia
FEBRUARY 18, 2019
While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident.
Advertiser: Interactions LLC
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.
C3Centricity
FEBRUARY 18, 2019
I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! The huge turnout of thousands clearly shows the value that both attendees and exhibitors get from it.
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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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GetFeedback
FEBRUARY 18, 2019
Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results.
Customer Bliss
FEBRUARY 19, 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.
Wired and Dangerous
FEBRUARY 18, 2019
Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are delivered to their “doorstep.”
Kristina Evey
FEBRUARY 21, 2019
Where are the hassles your customers encounter when using the product or service you provide regardless of who they buy … Read More Engage Customers, Solve for Hassles, Earn Their Loyalty. The post Engage Customers, Solve for Hassles, Earn Their Loyalty appeared first on Kristina Evey. customer complaints customer feedback Customer loyalty Perception
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Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
GetFeedback
FEBRUARY 15, 2019
Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty.
Jacada
FEBRUARY 20, 2019
Agent engagement refers to any customer interaction that requires a human-touch. While much of the technology focus of recent years has been with self-service, the assisted service channel is seeing a resurgence of interest and importance.
TechSee
FEBRUARY 19, 2019
As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them.
Lumoa
FEBRUARY 17, 2019
Check the latest easy quick-win loyalty-boosting customer experience strategies to power up your CX in 2019! Feed generated with FetchRSS
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After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.
Kristina Evey
FEBRUARY 20, 2019
Shownotes… There are usually more “customers” in the B2B relationship than in B2C. Typically, there will be, among others, … … Read More Episode 39 – Important Nuances of the B2B Customer Experience. The post Episode 39 – Important Nuances of the B2B Customer Experience appeared first on Kristina Evey. B2B Culture Customer Experience Management Podcasting
inContact
FEBRUARY 21, 2019
ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace. The system often crashed, wait times were long and too much had to be done manually.
Jacada
FEBRUARY 15, 2019
Intelligent self-service refers to the new generation of self-service solutions. These solutions are changing the paradigm over the old way of doing it.
CloudCherry
FEBRUARY 20, 2019
As customer experience gains more traction and more maturity as an industry, the technology is running double time to keep up. CX platforms are being acquired for billions of dollars. We’re no longer in the days of archaic survey collection tools and long, expensive strategy analysis. Today’s platforms (and CX teams) need to advance their capabilities to compete. Here are 10 ways your customer experience strategy needs to evolve to keep up with the best in the business.
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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.
Heart of the Customer
FEBRUARY 22, 2019
“When all customers are important…none will be.” – Syndrome from The Incredibles (slightly paraphrased) Are all customers worth the same to your business? But odds are, your CX program doesn’t recognize this. Which is odd, since other departments don’t have a problem with this concept.
Optimove
FEBRUARY 21, 2019
It seems that with all of the buzzwords in marketing technology, it is nearly impossible to separate the wheat from the chaff. Every email service provider seemingly uses “AI-powered optimization” and every data warehouse is a “CDP”.
inContact
FEBRUARY 19, 2019
As we enter a new year of growth and opportunities, don’t miss the chance to be part of the excitement at NICE inContact’s flagship customer conference in London by sharing your experiences and insights with industry peers.
Jacada
FEBRUARY 15, 2019
Within the broader domain of Customer Experience (CX) technology there has perhaps been no greater technological advancement than self-service products and solutions.
Advertisement
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.
CloudCherry
FEBRUARY 19, 2019
Predictive Analytics is such a buzzword isn’t it? Analysis plays an essential role in all aspects of business, there is no doubt about that. Yet here we are, trying to figure it all out. Do we have clean enough data to make good and accurate decisions? Do we have the structure to track the areas in which we need to? These techniques offer?decision
Beyond Philosophy
FEBRUARY 19, 2019
Organizations cannot afford to be operationally driven. A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing.
Michel Falcon Experience
FEBRUARY 21, 2019
In my interview with Rachel David , founder of Hashtag Communications , we discuss social media customer service, managing remote employees and how businesses can leverage influencers to build trust with potential customers.
Astea
FEBRUARY 19, 2019
Astea International Introduces Alliance Warehouse Edge ™ Mobile Application to Make Warehouse Workers Fully Mobile. Warehouse Edge enables warehouse workers to perform all their daily activities on a mobile device.
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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.
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