No, This is Not the Age of the Customer
Strikedeck
JUNE 18, 2019
Andy shares the challenges in the Age of the Customer, and looks forward to how it will differ in the Age of the Consumer.
Sat.Jun 15, 2019 - Fri.Jun 21, 2019
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Humanizing the Customer Experience
IntouchInsight
JUNE 19, 2019
In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience.
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Customer Training: The Secret to Scale in Customer Success
CSM Practice
JUNE 19, 2019
The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. However, as startups grow into larger companies with more customers, the white-glove service becomes unsustainable, posing the challenge of maintaining optimum customer experience while scaling the customer success team.
Creating a Questionnaire That Drives Responses
GetFeedback
JUNE 16, 2019
Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward.
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
My History Of Enterprise Transformation And XM
Experience Matters
JUNE 18, 2019
I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM. For some recent speeches I’ve combined my personal introduction with a broader overview of the evolution of enterprise transformation. After several requests, I’ve captured the content in this short (5 minute) video.
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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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5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX
NICE inContact
JUNE 20, 2019
Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.
Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success
Kristina Evey
JUNE 20, 2019
Shaun Belding is a leading global expert and speaker on customer experience, leadership and building positive workplaces. He is the … Read More Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success. The post Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success appeared first on Kristina Evey.
The Evolution of Customer Advocacy at VMware, Inc.
Alida
JUNE 21, 2019
Introducing the voice of the customer into every facet of VMware’s business is one of the most profound and exciting opportunities of my career. My team’s mission is to ignite systemic business improvements across VMware to maximize the customer (and partner, and employee) experience. In Customer Advocacy, we live by a “listen + act” philosophy: we deeply value customer input, we are always listening, and we drive real change based on what our customers tell us.
Customer Experience Trends by MaritzCX CEO Mike Sinoway
InMoment XI
JUNE 17, 2019
Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry. Hear how businesses can enhance customer experiences (CX) and employee experiences (EX), and what questions you should ask when starting a CX program to improve loyalty and retention.
The Ultimate Guide to Monetizing Customer Learning
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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.
Give Trust to Get Trust: Let Two-Way Trust Define Your Actions
Customer Bliss
JUNE 18, 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Best Practices to Prove the Business Value of Your Customer Experience
GetFeedback
JUNE 17, 2019
Watch this webinar to learn the latest results from CustomerThink's research into the most effective ways to prove the ROI of Customer Experience.
Is Your Business Overestimating Your CX Success? If So, You’re Not Alone
NICE inContact
JUNE 19, 2019
In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. But are all channels equally effective at delivering a high-quality experience? And do companies understand consumer perceptions about their actual experiences?
The Real Key to Customer Loyalty
IntouchInsight
JUNE 20, 2019
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand.
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Is Your Own Management Stalling Your Customer Experience Transformation?
CX Journey
JUNE 17, 2019
Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?
5 Simple Steps to a Successful Voice of the Customer (VoC) Program
GetFeedback
JUNE 17, 2019
Watch this recorded webinar to learn 5 simple steps for setting up a successful voice of the customer program that drives real business value.
With CXone, Fossil Group Unifies Contact Centers, Raises Performance
NICE inContact
JUNE 19, 2019
Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons.
Episode 53 – Customer Value Beyond the Dollar Value
Kristina Evey
JUNE 20, 2019
?The value of every customer extends far beyond their monetary lifetime value. This episode shares how customers bring value to … Read More Episode 53 – Customer Value Beyond the Dollar Value. The post Episode 53 – Customer Value Beyond the Dollar Value appeared first on Kristina Evey.
Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Agile Working for Analytics Teams Needs a Cu?lture Change
CX Journey
JUNE 20, 2019
Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin, Chief Blogger at CustomerInsightLeader.com. This post originally appeared on Paul's site on February 21, 2019. The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of working.
Creating a Questionnaire That Drives Responses
GetFeedback
JUNE 16, 2019
Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what.
Using Quality Management Analytics to Elevate the Customer Experience (CX)
NICE inContact
JUNE 17, 2019
Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most everything over text and email.
Episode 54 – Which Comes First – the CX or the EX?
Kristina Evey
JUNE 20, 2019
Shownotes… Which comes first – the CX or the EX? CX is all about focusing on the Customer and the … Read More Episode 54 – Which Comes First – the CX or the EX? The post Episode 54 – Which Comes First – the CX or the EX? appeared first on Kristina Evey.
How Retailers Are Transforming Customer Experiences with Data & AI
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.
Building Culture and Customer and Employee Experience at The YMCA
Customer Bliss
JUNE 20, 2019
In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. Many of you may be familiar with The YMCA (the Y), either from your own experiences at the center or because of the iconic song that many of us have danced to at parties.
Superagent – The Hero of Innovation Liberates the Insurance Claim Life Cycle
TechSee
JUNE 18, 2019
The insurance industry is at the forefront of the digital revolution. Mounting competition from non-traditional players cannibalizing market share with innovative business models has forced P&C insurers to integrate digital technologies into their operations to keep pace. In addition, insurers recognize that customer satisfaction stretches far beyond the purchase of a policy.
Using Quality Management Analytics to Elevate the Customer Experience (CX)
NICE inContact
JUNE 17, 2019
Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most everything over text and email.
Episode 55 – An Opposite Silo Perspective to Enhance CX
Kristina Evey
JUNE 20, 2019
Shownotes… An Opposite Silo Perspective to Enhance CX This short episode explains how looking at CX challenges from the perspective … Read More Episode 55 – An Opposite Silo Perspective to Enhance CX. The post Episode 55 – An Opposite Silo Perspective to Enhance CX appeared first on Kristina Evey.
11 Tips to Drive Learning Content Consumption
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Drive Revenue with a Voice of the Customer Program, Featuring Forrester Research (On-Demand)
GetFeedback
JUNE 17, 2019
Learn how you can build a simple and effective VoC program that impacts your bottom line.
The Real Key to Customer Loyalty
IntouchInsight
JUNE 20, 2019
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand.
The Value — and Values — of Customer Experience
Experience Investigators by 360Connext
JUNE 18, 2019
Customer Experience is About Value and Values. Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we offer to customers? How can we define and promote our values in our customer experience, so customers can align their values with ours? Finally, how can we make our customers feel valued and important?
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