ijgolding

APRIL 1, 2020

Customer Journeys 292

Customer Journeys Customers 292

Customer Bliss

APRIL 15, 2020

I want to talk about listening, and especially listening to your customers right now. Recently, I’ve received some questions including: Do you stop your surveys? How do you listen? So I want to share my thoughts on six key ways in which we should continue to listen to and communicate with our customers—and our teams. 1. Shift from Validating to Understanding.

Groups 303

Groups Financial Survey Customers 303

Totango

APRIL 28, 2020

Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand not only the small fluctuations of everyday operations, but also sudden major disruptions. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time.

Customer Retention 111

Customer Retention Strategy Course System 111

The DiJulius Group

APRIL 15, 2020

Now is the time to take your customer experience to a completely different level. In the BQ (Before Quarantine) era, the majority of business models were high tech and no touch. As a result of social distancing, we now long for a sense of community, belonging, and purpose, in a world in which people actually. Read Full Article. The post 6 Ways To Capitalize On Customer Loyalty appeared first on The DiJulius Group.

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Loyalty Groups Customers Customer Experience 112

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Lumoa

APRIL 22, 2020

Conducting B2B customer surveys is for many a struggle. There are two major problems that B2B surveys often experience; not able to collect enough responses and hard to act on the feedback. Learn how to overcome these typical B2B survey problems.

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B2B Survey ROI How To 338

Steve DiGioia

APRIL 27, 2020

…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas. Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. What do you have to lose? ”. Or my favorite one… “ I know what I’m talking about, trust me ”. But when I question their plan or point out ways the plan may not work out as intended, I’m asked why I’m being so “negative”.

Customer Journeys 227

Customer Journeys Hospitality System Innovation 227

Beyond Philosophy

APRIL 23, 2020

We have a mirror that has been resting against the wall in our garage for the last five years. I want to give it away, but my wife Lorraine keeps saying, “No, we’ll sell that. It’s a nice mirror.”. It is a lovely mirror. But we aren’t going to get that much for it. Still, there it sits. Lorraine is demonstrating how the Endowment Effect works.

Customer Journeys 180

Customer Journeys Consulting Customers Measurement 180

InMoment XI

APRIL 16, 2020

In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical. In this article we will look in depth at customer experience problems and solutions through two stories, in order to.

Innovation 487

Innovation Customer Retention Customer Experience Company 487

Experience Matters

APRIL 8, 2020

The Qualtrics XM Institute is launching a monthly newsletter, The XM Journal. Make sure to subscribe for access to leading-edge Experience Management content. The post Announcing The XM Journal appeared first on Experience Matters.

Management 329

Management Customer Experience Customers 329

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Lumoa

APRIL 13, 2020

What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it.

Customer Insights 389

Customer Insights Feedback Technology Customers 389

Customer Bliss

APRIL 10, 2020

In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today, I love this idea and this ability that organizations are finding a way to repurpose—almost on a dime.

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Healthcare Financial Video Consumers 311

Calabrio

APRIL 16, 2020

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Staying connected and responsive to customers under these circumstances can be challenging; access to a cloud-based contact center can be critical to resolving the new influx of cases and maintaining business continuity.

Connections 307

Connections Contact Center Analytics Software 307

Experience Investigators by 360Connext

APRIL 28, 2020

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? You make a new friend, enjoy their company, and then the red flags begin appearing: She’s quick to say “I’ll call you tomorrow!

Customer Journeys 225

Customer Journeys How To Measurement Customers 225

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Alida

APRIL 28, 2020

Today marks the second product release of 2020 for Vision Critical. It’s been a quarter like no other as teams across our organization have come together in new ways, including our full staff working remotely, to deliver value to our customers through exciting new features and an innovative new product.

Touchpoint 214

Touchpoint Engagement Innovation Customers 214

Experience Matters

APRIL 1, 2020

Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn. But organizations need to shift from a rhythm of tracking to an obsession with sensing. The post Experience Management In A Crisis: Shift From Trending To Sensing appeared first on Experience Matters.

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Trends Management Customer Experience Customers 281

Uniphore

APRIL 2, 2020

Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More.

How To 208

How To System Consumers Interaction 208

Customer Bliss

APRIL 9, 2020

In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. This Daily Dose of OPTIMISM! is brought to you by the choral concert of the Chino Valley Unified School District.

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Video Financial Leadership Customers 256

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

Calabrio

APRIL 9, 2020

COVID-19 is impacting all dimensions of the workplace, from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare. With most companies in or moving toward a work-from-home model, a cloud-enabled remote workforce is the new imperative.

Contact Center 234

Contact Center Financial Meeting Culture 234

Beyond Philosophy

APRIL 9, 2020

Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Ph.D. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.

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Consumers Policies Consulting Examples 174

Alida

APRIL 22, 2020

It is in the difficult times when we see the best in people and the best in community.

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Experience Matters

APRIL 13, 2020

Last week, my colleagues Steve Bennetts, Sally Winston, and I held a webinar (watch it here) focused on how organizations should manage their employees’ work-from-home experience. While we covered several meaty topics, we also tried to keep the discussion light and lively. In fact, we covered this topic while working from our own homes and at certain points during the webinar, you can clearly hear children playing and laughing in the background.

Employee Experience 266

Employee Experience Management 266

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

eglobalis

APRIL 8, 2020

The number of companies willing to help us humans during the COVID-19 crisis is truly amazing. Medtronic is an amazing exception by going the extra mile, in their customer experience. The post Medtronic Puts Humans FIRST in Heroic COVID-19 Response appeared first on Eglobalis.

Customer Experience 174

Customer Experience Company Customer Centricity Customers 174

Customer Bliss

APRIL 24, 2020

In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. In today’s “Daily Dose,” I want to talk to you about the wonderful gestures that so many companies are making on behalf of their employees.

Financial 210

Financial Video Examples Company 210

Michel Falcon Experience

APRIL 2, 2020

Many things can cause a team to be dismantled. Having not built the right team from the beginning can cause you to have to rebuild. Of course, things such as Covid-19 and a recession can cause this too. In this blog post, I will share the five steps to follow when it comes time to start rebuilding your team. Stay in Touch (overcommunicating is a good thing).

How To 158

How To Groups Airlines Leadership 158

Beyond Philosophy

APRIL 30, 2020

We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.

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Consulting Healthcare Advertising Retail 162

Speaker: Jay Black, Senior Account Executive

Let's set the record straight: in-store retail isn't dead - it's evolving! Faced with the digital age and the demands of omnichannel shopping, some retailers are thriving while others are struggling to adapt. Join Jay Black in this exclusive session as he explores the strategies that set successful stores apart, including: Crafting unique and unforgettable in-store experiences 🛍️ Mastering the art of retail demands 🛒 Navigating inventory challenges in today's climate 📦 an

Retail

Heart of the Customer

APRIL 9, 2020

Here’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX). Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. For whatever reason, the executive saw the light, and wanted a CX program […]. The post Three Ways to Show Business Impact for Your CX Program appeared first on Heart of the Customer.

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Conference Customer Experience Company ROI 133

ShepHyken

APRIL 15, 2020

The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example. In a legal agreement—like the agreements we accept online when we sign up for Spotify or Netflix—there is usually a lot of “fine print.

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Sports Entertainment Customer Service Training Examples 141

dscout People Nerds

APRIL 30, 2020

We’re often reminded of the importance of “sharing insights.” But advice for how define an insight, and how we should be writing them, is vague at best. .

How To 143

How To 143