customer-insights-customer-change 
Lumoa
APRIL 21, 2022
“When you change the way you look at things, the things you look at change.” – Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” And it is a question that customer support professionals ask me most often.
ChurnZero
APRIL 22, 2022
Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. When a customer sees a message while using your product, they’re already in the state of mind to engage with you.
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CustomerSuccessBox
APRIL 18, 2022
Has there been a brand to this day that has survived without listening to customers? You have the business but its end goal is to sell the product to a customer after all. And to be intact with the customer’s evolution and needs going ahead. If not, now it’s time to hear the voice of the customer ! .
inQuba
APRIL 21, 2022
Combined offering provides CX practitioners with a one-stop solution for both customer experience (CX) and customer journey (CJ) management programs to greatly reduce churn, increase adoption, and lower costs. Today, customer experience insights are not enough. Together we deliver just that.”.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
CSM Magazine
APRIL 20, 2022
The major stress triggers of hybrid working practices, increased customer demand and a fast-changing competitive landscape are taking their toll as people adapt to a new world of work. Self-scheduling gives agents independence and access to instant changes, yet approvals can be automated based on staffing-need parameters.
SurveySparrow
APRIL 21, 2022
Customer feedback is the holy grail of customer experience. Feedback comes from perceptions, and perceptions can change or set over time. And, it will become much harder to change your customer’s minds if they had a bad experience. Freestanding terminal : A self-service customer feedback machine.
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The customer engagement challenges facing organizations have changed – so a new approach is needed. It’s no longer the engagement channel leading CCaaS conversations. The Open CCaaS Advantage is Verint’s new research report which explores where first generation CCaaS platforms fall short when trying to deliver exceptional CX.
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. The most important journey to your contact center (and no, it's not the customer journey). The 6 biggest changes you must make for contact center success.
Speaker: Conference Speakers
Today’s teams need to operate cohesively like never before, managing the pace of both technological change and customer needs and demands. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Operationalizing Voice of the Customer and Empowering the Frontline.
Speaker: Rana Gujral, CEO at Behavioral Signals
According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent. This means you can’t afford to put your customers on hold for long or deliver poor communication. Customer service technology has largely been the same for decades.
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It's been a rough couple of years, especially for customer experience professionals. These changes have left us curious: How exactly has the industry evolved? To find the answers, we surveyed more than 2,200 industry professionals worldwide, ultimately discovering insights that will transform the way you work and engage with customers.
Speaker: Nitin Sharma, MBA (Market Research, Management Decision Making), CEO, Gold Research Inc.
Regardless of whether they're consumers or other businesses, your customers live in an omni-channel world. So why do so many in the CX space still rely on a single source of customer data, even though that one viewpoint can never reveal the whole picture? How to synthesize and interpret the data collected.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. These challenges include the retirement of the baby boomer generation, low unemployment, the recession, and consumer trends that call for proactive customer engagement.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. What do these metrics have in common?
Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert
Post-2020 life has changed the world in many ways — not the least of which is accelerating our reliance on digital commerce. Join Jenn VandeZande, Beth Scott, Nikki Grigsby, and Levana Wang for this insightful and topical conversation on the modernization of e-Commerce tech.
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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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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.
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