INDUSTRY INSIGHTS YOUR PEERS ARE READING
When you think of online shopping, odds are the first that comes to mind is Amazon. And while they’ve dominated the digital space for years, they also understand the importance of a customer’s brick-and-mortar experiences. Both online and traditional retailers are following suit. CX Programs MORE
Today marks the 7th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. To commemorate the day, we spoke with 3 passionate CX pros to find out what they love most about helping their teams deliver a great customer experience. MORE
In order for your customer experience management (CEM) program to have any real impact, you have to be open to change. Brands with staying power are the ones that turn customer feedback into an opportunity to learn and do better next time. CX Programs Products + Technology MORE
SMG’s tech teams have been hard at work designing platform updates that make it easier for brands to collect data, uncover and share insights, take actions, and monitor impact. Building on the advancements we made in Q1 and Q2, here are the key enhancements implemented last quarter. MORE
We’ve spent a lot of time talking about true CX insights: what they are, why you need them, and how to make sure you’re getting them. Because the truth is, if you’re measuring the customer experience, you likely don’t have a shortage of CX data. CX Programs MORE
In a world where customers are putting a premium on convenience and customization, the brands that come out on top are those that deliver a seamless cross-channel experience. But winning companies aren’t necessarily the ones investing in the fanciest, most expensive technology. MORE
A company’s employees are often its biggest, and most important, investment. Millions are spent hiring, training, and retaining service-oriented team members. CX Programs Employee Engagement MORE
Between family life, busy careers, long commutes, social commitments, and (if you’re lucky) some much-needed down time, it’s no surprise that convenience has become the top motivating factor driving purchase decisions. Brand Research Data Science Industry Trends MORE
To be competitive in the current retail environment, brands must go the extra mile to earn repeat customers and gain their loyalty. CX Programs Omnichannel MORE
From restaurant and retail to c-store, healthcare, and every industry in between, it’s rare to find a customer experience that isn’t touched by technology. And this digital omnipresence means brands that aren’t willing to adapt and evolve with customer expectations run the risk of being left behind. MORE
Customers expect a seamless experience when engaging with your brand across multiple channels. Your contact center is a vital tool that can help you integrate your customer touchpoints—which is key when it comes to delivering on customer expectations and driving loyalty. MORE
We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong. Products + Technology CX Programs MORE
With 95% of shoppers reading online reviews before making a purchase, many companies have already implemented a reputation management solution—but the secret to success is knowing how best to leverage this fast-paced, high-volume feedback. Social CX CX Programs MORE
Customer experience management is about using CX data to impact what happens next—and there’s no better way to do that than using predictive analytics to operate in real time. Products + Technology Data Science CX Programs MORE
It’s the first week of a new year—the perfect time to reflect on last year’s challenges and successes, and to look forward to what is to come in 2019. MORE
Some say you shouldn’t compare yourself to others. This may be true in your personal life, but when it comes to your business, if you don’t know where you stand, how can you begin to get better? Industry Trends Data Science Brand Research MORE
As consumers gain more control over their healthcare dollars and decisions, providers recognize the need to deliver patient experiences (PX) that win trust, build loyalty, and bolster their brand. MORE
Brands need an online reputation management system that integrates their other CX data with unsolicited ratings + reviews. But while implementing an online reputation solution is a great first step, it isn’t enough. MORE
Meticulously curated Instagram galleries, catchy taglines, expensive advertising, and even blog posts like the one you’re reading now—the investment required to sustain a consistent and memorable brand image is crucial. CX Programs MORE
This was the seventh year SMG has hosted this event in London. As always, I was inspired by the calibre of the audience, as well as the amount of impactful, cross-industry conversations that took place. CX Programs MORE
If you work in customer experience management (CEM), you’ve heard the word “insight” a million times. Every provider talks about it, few attempt to define it, and even fewer follow through on their promise to deliver. Partnerships CX Programs Data Science MORE
We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong. Products + Technology CX Programs MORE
While more and more people are opting to do their Black Friday shopping from the comforts of their couch, there are still many who brave the crowds and shop in stores over the holiday weekend. CX Programs Products + Technology MORE
52 The healthcare industry is rapidly changing, and patients are the driving force. More and more consumers are applying retail behavior to healthcare and frequently shopping for a new physician. CX Programs Healthcare MORE
In the age of cross-channel shopping, no touchpoint exists in a vacuum—and customers have elevated expectations for integrated brand experiences. With 73% of consumers using multiple channels during their shopping journey, single-channel excellence is no longer enough. Industry Trends CX Programs MORE
Today marks the 6th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. MORE
When customers experience disjointed channels, they see a disconnected brand. And if the stats are any indication, they’ve been seeing a lot of disconnected brands lately. CX Programs Industry Trends MORE
Employee engagement and the customer experience aren’t mutually exclusive. That’s why it’s so important to measure feedback from both and combine that data for holistic insights on your entire service culture. CX Programs Employee Engagement MORE
If you’ve held positions in workforce management, you’ve heard the phrase “Engagement starts at the top”—and you also probably know how true that is. Employee Engagement MORE
Did you know 91% of consumers report the patient experience (PX) is very important to them? This means the long-term success of any healthcare organization hinges on its ability to deliver an excellent experience. Healthcare CX Programs MORE
Field engagement is vital to the success of any CX measurement program. Without the dedication and follow-through from your front-line team, the voice of your customer will never be heard. In order to keep your team engaged, we defined the first 3 steps you should take. CX Programs MORE
SMG CX
DECEMBER 5, 2019
Brands need an online reputation management system that integrates their other CX data with unsolicited ratings + reviews. But while implementing an online reputation solution is a great first step, it isn’t enough.
SMG CX
DECEMBER 3, 2019
While scrambling to drive in-store traffic in an online-focused retail environment, brands have let their customers’ digital experiences suffer.
SMG CX
NOVEMBER 18, 2019
This was the seventh year SMG has hosted this event in London. As always, I was inspired by the calibre of the audience, as well as the amount of impactful, cross-industry conversations that took place. CX Programs
SMG CX
NOVEMBER 14, 2019
The holiday shopping season starts earlier each year, so we got a jumpstart on how consumers planned to shop this upcoming Black Friday weekend.
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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
SMG CX
OCTOBER 29, 2019
With 95% of shoppers reading online reviews before making a purchase, many companies have already implemented a reputation management solution—but the secret to success is knowing how best to leverage this fast-paced, high-volume feedback. Social CX CX Programs
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SMG CX
OCTOBER 17, 2019
SMG’s tech teams have been hard at work designing platform updates that make it easier for brands to collect data, uncover and share insights, take actions, and monitor impact. Building on the advancements we made in Q1 and Q2, here are the key enhancements implemented last quarter.
SMG CX
OCTOBER 7, 2019
To be competitive in the current retail environment, brands must go the extra mile to earn repeat customers and gain their loyalty. CX Programs Omnichannel
SMG CX
OCTOBER 3, 2019
Customer experience management is about using CX data to impact what happens next—and there’s no better way to do that than using predictive analytics to operate in real time. Products + Technology Data Science CX Programs
SMG CX
OCTOBER 1, 2019
Today marks the 7th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. To commemorate the day, we spoke with 3 passionate CX pros to find out what they love most about helping their teams deliver a great customer experience.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.
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SMG CX
AUGUST 22, 2019
A company’s employees are often its biggest, and most important, investment. Millions are spent hiring, training, and retaining service-oriented team members. CX Programs Employee Engagement
SMG CX
SEPTEMBER 26, 2019
Some say you shouldn’t compare yourself to others. This may be true in your personal life, but when it comes to your business, if you don’t know where you stand, how can you begin to get better? Industry Trends Data Science Brand Research
SMG CX
SEPTEMBER 24, 2019
Did you know 91% of consumers report the patient experience (PX) is very important to them? This means the long-term success of any healthcare organization hinges on its ability to deliver an excellent experience. Healthcare CX Programs
SMG CX
SEPTEMBER 17, 2019
We’ve spent a lot of time talking about true CX insights: what they are, why you need them, and how to make sure you’re getting them. Because the truth is, if you’re measuring the customer experience, you likely don’t have a shortage of CX data. CX Programs
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Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.
SMG CX
AUGUST 7, 2019
If you work in customer experience management (CEM), you’ve heard the word “insight” a million times. Every provider talks about it, few attempt to define it, and even fewer follow through on their promise to deliver. Partnerships CX Programs Data Science
SMG CX
SEPTEMBER 5, 2019
When you think of online shopping, odds are the first that comes to mind is Amazon. And while they’ve dominated the digital space for years, they also understand the importance of a customer’s brick-and-mortar experiences. Both online and traditional retailers are following suit. CX Programs
SMG CX
AUGUST 29, 2019
From restaurant and retail to c-store, healthcare, and every industry in between, it’s rare to find a customer experience that isn’t touched by technology. And this digital omnipresence means brands that aren’t willing to adapt and evolve with customer expectations run the risk of being left behind.
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It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.
SMG CX
MAY 28, 2019
Today marks the 6th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen.
SMG CX
AUGUST 20, 2019
As consumers gain more control over their healthcare dollars and decisions, providers recognize the need to deliver patient experiences (PX) that win trust, build loyalty, and bolster their brand.
SMG CX
MAY 15, 2019
If you’ve held positions in workforce management, you’ve heard the phrase “Engagement starts at the top”—and you also probably know how true that is. Employee Engagement
SMG CX
JULY 30, 2019
Customers expect a seamless experience when engaging with your brand across multiple channels. Your contact center is a vital tool that can help you integrate your customer touchpoints—which is key when it comes to delivering on customer expectations and driving loyalty.
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The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.
SMG CX
JULY 25, 2019
In order for your customer experience management (CEM) program to have any real impact, you have to be open to change. Brands with staying power are the ones that turn customer feedback into an opportunity to learn and do better next time. CX Programs Products + Technology
SMG CX
JUNE 26, 2019
We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong. Products + Technology CX Programs
SMG CX
JUNE 17, 2019
We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong. Products + Technology CX Programs
SMG CX
JUNE 17, 2019
The healthcare industry is rapidly changing, and patients are the driving force. More and more consumers are applying retail behavior to healthcare and frequently shopping for a new physician. CX Programs Healthcare
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.
SMG CX
JUNE 4, 2019
Between family life, busy careers, long commutes, social commitments, and (if you’re lucky) some much-needed down time, it’s no surprise that convenience has become the top motivating factor driving purchase decisions. Brand Research Data Science Industry Trends
SMG CX
MAY 28, 2019
Field engagement is vital to the success of any CX measurement program. Without the dedication and follow-through from your front-line team, the voice of your customer will never be heard. In order to keep your team engaged, we defined the first 3 steps you should take. CX Programs
SMG CX
MAY 28, 2019
When customers experience disjointed channels, they see a disconnected brand. And if the stats are any indication, they’ve been seeing a lot of disconnected brands lately. CX Programs Industry Trends
SMG CX
MAY 28, 2019
Employee engagement and the customer experience aren’t mutually exclusive. That’s why it’s so important to measure feedback from both and combine that data for holistic insights on your entire service culture. CX Programs Employee Engagement
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.
SMG CX
MAY 28, 2019
In the age of cross-channel shopping, no touchpoint exists in a vacuum—and customers have elevated expectations for integrated brand experiences. With 73% of consumers using multiple channels during their shopping journey, single-channel excellence is no longer enough. Industry Trends CX Programs
SMG CX
MAY 28, 2019
While more and more people are opting to do their Black Friday shopping from the comforts of their couch, there are still many who brave the crowds and shop in stores over the holiday weekend. CX Programs Products + Technology
SMG CX
MAY 28, 2019
Meticulously curated Instagram galleries, catchy taglines, expensive advertising, and even blog posts like the one you’re reading now—the investment required to sustain a consistent and memorable brand image is crucial. CX Programs
SMG CX
MAY 28, 2019
It’s the first week of a new year—the perfect time to reflect on last year’s challenges and successes, and to look forward to what is to come in 2019.
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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.
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