ICMI Expo 2019 Conference Roundup


ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Jeff Toister Keynote – Hidden Obstacles to Outstanding Customer Service. pic.twitter.com/P9zdnM5mUt — Kaye Chapman (@kayejchapman) May 14, 2019.

2019 Visionary Award Winners Exemplify Success through Customer Centricity

Vision Critical

We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. Customer Experience Customer Centricity Innovation Marketing

A Single Customer Experience Prediction for 2019

Vision Critical

Customer centricity is now a long-term, strategic imperative at the executive level. 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.

What to Learn from the Best Customer Experience Companies in 2019


There are clear reasons why companies should create an outstanding customer experience for their customers. 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. Feed generated with FetchRSS

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

Are You Using 1999 Metrics to Measure 2019 Customer Care?


It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e.

15 Net Promoter Score statistics you need to know in 2019


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

Best Intercom Alternatives in 2019


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. .

What is Customer Experience in 2019 according to 15 CX Experts


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

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Blue Ocean Specialty Team Named as Finalist in 2019 Stevie® Awards for Customer Service


Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service.

Training for Lead Generation, Customer Onboarding and Support

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.

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.

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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. The fact of the matter is that if your customer’s experience is poor, customers will eventually switch brands – it’s only a matter of time.

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CX Opportunities in 2019: What We Can Learn from the Forrester Customer Experience Index

Customer Bliss

As companies are ramping up their 2019 initiatives at the beginning of this year, it’s a good opportunity to look back on what we’ve learned in 2018. As customer experience leaders, we have to set the tone for our organizations by acknowledging customer needs and motivations.

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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Vehicle Manufacturers’ Secret Sauce: The MaritzCX New Vehicle Customer Study 50-Year Anniversary


2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. Look Who Turned 50!

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2019 Marketing Predictive Customer Experience


The smartest companies master the art of knowing who their customer is. When we begin to understand our customers, the fundamentals of predictive become much easier to track. This is why predictive is such a powerful way of meeting the needs of the customer. Now when you put this in perspective with customers this becomes even more powerful. What if we could prevent your customers from leaving before they even knew they wanted to? Customer Experience predictiv

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


Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. Free Download: Live Chat Benchmark Report 2019.

Product Updates | June 2nd, 2019


Enhancement: Securely share customer data. With Shield, we’ve always kept your customer data safe and secure because we know it is one of your most important assets. This simple-to-configure enhancement gives you tight control over where your customer data can be sent.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

What You Need to Know to Reduce Customer Effort in 2019


We’re all making predictions and tracking trends in customer experience. What will happen in 2019? One thing we predict will not change for a long time is the need to reduce customer effort. We’ve been talking about ways to reduce customer effort for a while now.

3 Customer Loyalty Trends for 2019

Smarter CX

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. We’ve complied a preview of the report below, and to check out all 7 loyalty predictions for 2019, view the full report. Market Trends 2019 Predictions Customer Experience

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5 Top Customer Service Articles for the Week of July 1, 2019


Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience?

Modern Leading Morale Steps to Lead Great Customer Service Performance


Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. In other words, are you leading morale for great customer service?

4 Steps to Developing Your Customer Care Strategy

5 Top Customer Service Articles for the Week of July 8, 2019


Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey.

2019 predictions for ambitious contact centres


Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. The only way to avoid this increasing complexity and cost is to develop a set of strategic design principles based on in-depth behavioural insight of your customer needs. .

100+ Customer Service Statistics & Facts of 2019

ProProfs Chat

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends.

Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer Service


Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service.

Exceptional Experiences for Employees and Customers

Aberdeen Whitepaper | State of Service 2019


A recent Aberdeen whitepaper State of Service 2019: Mobile Technologies Drive Field Success explores how customers, field technicians and the rest of your organization is impacted by the following industry changes. Mobile Technologies Drive Field Service Success.

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. Resources need to be invested and teams need to analyze this warehouse of data as it can be of utmost importance to understand your customer’s want and enhance his/her experience.”

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

NICE Systems

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!

How Automation Is Impacting Enterprises In 2019

Forrester's Customer Insights

Forrester predicted in late 2018 that automation would become the tip of the digital transformation spear in 2019, impacting everything from infrastructure to customers to business models. age of the customer automation predictions 2019 robotic process automation (RPA

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A New Segmentation Model for Customer Onboarding

State of Service 2019: Field Service Evolution Focused on Customer Satisfaction


Focusing on the customer. There’s even a whole host of sayings about it, like “the customer comes first” or “the customer is always right”. But interestingly, when it comes to field service, a customer-centric focus hasn’t always been the way things are done.