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The State of CX Management, 2019

Experience Matters

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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2019 XM Trends From Qualtrics Thought Leaders

Experience Matters

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®.

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5 trends in B2B customer experience management

Lumoa

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 )

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Calabrio Named the Only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM)

Calabrio

The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM). out of 5 as of May 23, 2019 for WEM. Forecasting and scheduling manager at a $1-3 billion company. Read the full review. Read the full review. “I

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

September 12, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT. Employee engagement. Organizational empowerment. Learn how to monitor the logical flow toward any desirable business result through this growth-building measurement framework.

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Get Inspired at the Experience Management Event of the Year

InMoment XI

EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event. This one-day free event is hosted in New York, designed to deliver best practices, inspiring idea exchanges, case studies, and expertise from top thought leaders and practitioners of experience management programs.

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The Top 6 CX Articles of 2019

GetFeedback

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. . Our list of the top CX articles of 2019 covers all these topics and more. . March 26, 2019 | David Nour | Inc. Article No. In the Inc.

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How to Make the Transition to Customer Service Outsourcing

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

August 15th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT. Is your business ready to outsource? What are your next steps? Don’t miss out on this exciting experience to leverage the knowledge and expertise of an industry leader! Reserve your spot today!

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The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

June 12th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT The question you must ask that can dramatically increase agent development. And learn about the findings from experts with over 250-years of combined experience on how to lead your contact center during rapid change.

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5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

July 18th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT. 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.

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The Health of the Contact Center: Are You Ready for 2019?

This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.

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

Speaker: Kristina Evey, Customer Experience Expert and Consultant

August 1st, 2019 11:00AM PDT, 2:00PM EDT, 7:00PM BST Join us in this insightful webinar with Kristina Evey, Customer Experience Expert and Consultant, who will provide you with the best methods to ensure that your front line representatives are getting the support that they need. 15 Minute In-n-Out Training. Employee Incentives.and more!

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Beyond the Hype: Contact Center AI That Works

Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation

If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! Want to know how to overcome these impediments, and succeed with AI in 2019? February 26th, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT To say that there has been a lot of hype around AI is an understatement.

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How AI Can Help

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. What is Workforce Engagement Management?

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Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. of companies achieved a score indicating maturity in data management practices in the space.". Fact: Only 8% of sales and marketing professionals say their data is between 91% - 100% accurate.