Lumoa
JANUARY 8, 2019
Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss )
Experience Matters
AUGUST 15, 2019
I’m particularly happy to announce a new research report, The State of CX Management, 2019. To understand the current state of customer experience (CX) management, we surveyed 212 CX professionals around the world from companies with at least $500 million in annual revenues.
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Calabrio
MAY 28, 2019
At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. out of 5 as of May 23, 2019 for WEM.
Experience Matters
DECEMBER 18, 2018
To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. The post 2019 XM Trends From Qualtrics Thought Leaders appeared first on Customer Experience Matters®.
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. What are the benefits of outsourcing your customer service? August 15th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT.
InMoment XI
SEPTEMBER 26, 2019
EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event. You don’t want to miss!
GetFeedback
SEPTEMBER 2, 2019
We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Setting aside the large costs involved in high rates of employee turnover that can result from lack of employee satisfaction and engagement, the positive results of good Workforce Engagement Management include increased performance and productivity as well as enhanced customer satisfaction and loyalty.
Speaker: Vicki Brackett, Author and COO of Sinousia
To provide a better customer experience, build brand loyalty and increase your revenue and bottom line, keeping your employees engaged is critical. July 18th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT. The most important asset of any call center are the employees. This can be hard to do.
Speaker: Jim Rembach, President of Call Center Coach
The most important journey to your contact center (and no, it's not the customer journey). June 12th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT The 6 biggest changes you must make for contact center success. The question you must ask that can dramatically increase agent development.
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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.
Speaker: Kristina Evey, Customer Experience Expert and Consultant
As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. August 1st, 2019 11:00AM PDT, 2:00PM EDT, 7:00PM BST Is there a way to find the right balance between self-service and support? 15 Minute In-n-Out Training.
Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle
Customer success is a well-established practice in the enterprise business world (70% of companies have a dedicated team, according to TSIA) and the benefits it delivers to customers are real and well-documented. With accountability, comes a deepening of the relationship with customers. With revenue, comes accountability.
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. September 12, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT.
Speaker: Tom Lewis, CEO of SmartAction
However, a common concern exists among both contact centers and customers: does this switch to self-service degrade the quality of service? Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).
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