CX Takeaways From Dreamforce 2019


The three key CX takeaways from Dreamforce 2019: Artificial intelligence (AI), personalized experience, and voice technology. Articles

15 Net Promoter Score statistics you need to know in 2019


Find out the latest NPS data and statistics to power up your customer experience strategy in 2019! Did you know that NPS is the most popular customer experience metric? RSS generated with FetchRss


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What to Learn from the Best Customer Experience Companies in 2019


Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work. There are clear reasons why companies should create an outstanding customer experience for their customers. Feed generated with FetchRSS

The Top 10 Sparq Enhancements of 2019


Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants.

Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

February 13th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMTWith many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers.

2019 predictions for ambitious contact centres


The tenth was simply an acknowledgement that some teams will have such a full agenda of their own making that none of the ones mentioned here, make it onto their 2019 action plan. You can hear more from Martin on his predictions for 2019 by watching our webinar on-demand here It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions.

Happy CX Day 2019!

Experience Investigators by 360Connext

Happy CX Day 2019! Read: CX Day 2019: What It Is, When It Is, and How to Make the Most Of It. The post Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. If you haven’t already, get your CX Day started with a global good morning from some friends around the globe!

A Single Customer Experience Prediction for 2019


With one successful IPO, one mega acquisition and accelerating consolidation, 2019 will see the Data Management Platforms (DMPs) take over as the sources of truth in the enterprise. But in 2019 and beyond, this behavior manifests itself in larger, multi-year commitments to derive massive value from putting people, processes and tech all against a common goal – improved business outcomes based on organization-wide customer-centricity.

The Top 6 CX Articles of 2019


We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . April 7, 2019 | Anthony Stephan and Amelia Dunlop | The Wall Street Journal. March 26, 2019 | David Nour | Inc. Feb 25, 2019 | Steve van den Heever | TechRadar. Feb 28, 2019 | Anthony Dukes and Yi Zhu | Harvard Business Review. Apr 25, 2019 | Blake Morgan | Forbes.

What is Customer Experience in 2019 according to 15 CX Experts


We asked 15 CX experts and practitioners to define customer experience management and trends in 2019. What is customer experience? Feed generated with FetchRSS

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Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

January 15th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMTIf you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. But is this the best place to burn our operational calories?

Veterans Day 2019: Customer Service and the Rules of Combat

Wired and Dangerous

Service Innovation Combat Customer Experience Customer Service cx Innovative Service Rules of Combat service USA veteran's day Veterans Veterans Day 2019This week we celebrate Veterans Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.

The State of CX Management, 2019

Experience Matters

I’m particularly happy to announce a new research report, The State of CX Management, 2019. The post The State of CX Management, 2019 appeared first on Experience Matters. In the past, Temkin Group published similar research and we charged for the reports. One of the great things about now being a part of the XM Institute is that we can give it away for free.

Revisiting Our Top 10 Most Popular CX Posts Of 2019

Experience Investigators by 360Connext

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so!

Best Intercom Alternatives in 2019


Now that we know of what Intercoms shortcomings are, here are some of the best Intercom alternatives you can move to in 2019. Looking for an intercom alternative that’s easy on your pockets and doesn’t skip on any functionality? Well, we’ve done some homework and put together a list of 3 intercom alternatives that are packed with features and functionality you’d look for to engage visitors, convert prospects, and support customers as your business grows. .

5 lessons from "Would You Do That To Your Mother" by Jeanne Bliss to Drive Culture

Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA

February 5th, 2019 1:00PM PST, 4:00PM EST, 8:00PM GMTIn this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation.

3 Customer Loyalty Trends for 2019


And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report. We’ve complied a preview of the report below, and to check out all 7 loyalty predictions for 2019, view the full report.

2019 Marketing Predictive Customer Experience


The post 2019 Marketing Predictive Customer Experience appeared first on CloudCherry. 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

The Top 3 Things to Thank Your Contact Center Agents for in 2019

NICE inContact

So, just before what is likely the busiest season of the year for your contact center, it’s important to look back on 2019 and reflect on the hard work your agents have put in.

2019 Visionary Award Winners Exemplify Success through Customer Centricity


We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness. Customer Experience Customer Centricity Innovation Marketing

4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

Most contact centers have an over-reliance on live agents for even the most rudimentary and repetitive call types. Hear examples from AAA, MGM Resorts, Hyundai, and Office Depot on how they are leveraging the power of conversational AI through cloud-based virtual agents to automate the call and chat types handled by live agents.

Member Experience Challenges for 2019


This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. The post Member Experience Challenges for 2019 appeared first on CloudCherry. Speakers: Ralph Cumbee from Solarity and Rose Bentley from CloudCherry.

10 Hot Retail Trends in 2019


At NRF 2019 , we asked retail leaders, “What are the top retail trends in 2019?” So, I think that’s something that we’re going to see a lot of in 2019.” “The exciting thing about 2019 is we’re seeing a ton of customers migrate and move to the cloud. The post 10 Hot Retail Trends in 2019 appeared first on SmarterCX. Market Trends 2019 Predictions

A CX Snapshot: 2019 Insights from B2B Organizations


Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019. A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. The post A CX Snapshot: 2019 Insights from B2B Organizations appeared first on CloudCherry. Photo by Austin Distel. Photo by Ambrose Chua.

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5 Key Takeaways from Forrester CX SF 2019


We all want to improve our customer experience. We’ve created customer journey maps and tried to focus on improving the whole experience and the Forrester CX Index is telling us that across the board in all industries, the customer experience is not improving. What are we missing? Customer Experience

Redefining Customer Experience Metrics for Better Performance

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.

Create Your Learning Experience at Interactions 2019–Agenda Preview Now Available!

NICE inContact

The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! Register today for Interactions 2019 at the Early Bird rate of $1,395. This rate expires on March 1, 2019. The post Create Your Learning Experience at Interactions 2019–Agenda Preview Now Available!

Live Chat Benchmark Report Data 2019: CX efforts pay off as CSAT climbs


Free Download: Live Chat Benchmark Report 2019. We’ve summarized the key points of the report here, focusing not only on trends for 2018 but also on what we think will happen with live chat in 2019. Predictions for 2019: Based on this year’s report findings, we recommend that companies focus on three areas to optimize their live chat strategy in 2019: Find the sweet spot between agent productivity and customer delight : Both are important, so be mindful of the optimal balance.

Gartner 2019 Magic Quadrant


Gartner Magic Quadrant for Multichannel Marketing Hubs, 2019. Please receive a complimentary copy of the 2019 Gartner Magic Quadrant for Digital Marketing Analytics, and read the full report. Adam Sarner, Andrew Frank, Jennifer Polk, Noah Elkin, Benjamin Bloom, 24 April 2019. The post Gartner 2019 Magic Quadrant appeared first on Optimove

Customer Centricity: 10 strategies to implement in 2019


Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation. RSS generated with FetchRss

How to Make the Transition to Customer Service Outsourcing

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.

3 Customer Experience Trends to Watch Out For in 2019


Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. So, if you’re just thinking of starting 2019 by applying a customer experience strategy to your business – here are some key trends you might want to keep an eye out for to help you get started. Speaking of data and machine learning, one of the biggest impacts you can have on your customer experience in 2019 is thinking steps ahead of your customer.

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The Top 3 Things to Thank Your Contact Center Agents for in 2019

NICE inContact

So, just before what is likely the busiest season of the year for your contact center, it’s important to look back on 2019 and reflect on the hard work your agents have put in. It’s a foundational concept that all effective contact center leaders know to be true—when you take care of your agents, they take care of your business. Cultivating a culture of appreciation will keep agents inspired to perform in their job roles all year long.

Social Media Statistics for Australia (2019)


The post Social Media Statistics for Australia (2019) appeared first on Genroe. No business can afford to ignore social media as part of its marketing mix. But, unless you are a global multinational, it is also impossible to effectively manage all of the social media networks that are on offer. To be most effective, organisations should look to be active in two or, at most, three networks. […]. General

5 Trends Set to Define Next Generation Customer Experience in 2019


If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Without further ado, here are 5 standout meta-trends with the potential to shape customer journey creation and curation in 2019.

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5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

CES 2019 – Don’t miss the latest innovations and thinking in the Smart Home realm


If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Smart Home Startups to See at CES 2019. CES 2019 promises to be inspirational, educational, and a means to build resilience for the future. The post CES 2019 – Don’t miss the latest innovations and thinking in the Smart Home realm appeared first on Techsee.