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. 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.

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

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

A Single Customer Experience Prediction for 2019

Alida

In 2018, Experience Management (XM) arrived. 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. Consider The Wall Street Journal’s report, Management Top 250 , an annual report of companies that excel across a number of categories. We wish you all great success in seizing this opportunity in 2019.

2019 predictions for ambitious contact centres

Vonage

In response, there are now smart platforms in play that support everything from onboarding, skilling, performance management and remuneration to help introduce this new source of talent to contact centres. Even WFO, the main tool for squeezing the last pip from front line teams has now morphed into WEM – workforce engagement management. Aligning Quality Management With Customer Experience. It’s my favourite webinar of the year – our most popular and great fun!

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.

Who’s Hiring Journey Managers?

Kerry Bodine

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

Top Six Data Management Trends for 2019

datastax

Data management had a stellar 2018—with hybrid and multi-cloud taking front and center stage and continuing to dominate the data concerns of most enterprises. With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Here are the top six data management trends for 2019: Analytics, analytics, analytics .

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. . 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.

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. Here are some excerpts from customers that contributed to the distinction: “[The] Calabrio Team is a group of top-notch professionals—everyone from the project management and deployment team to customer care support and account executives. [We

Tapping Into The Power Of Experience Management

Experience Matters

Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). The post Tapping Into The Power Of Experience Management appeared first on Experience Matters. Customer experience XM - Experience ManagementHere’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I I say more) More or less demanding employees? (I

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 Loyalty Trends for 2019

Oracle

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.

Five ways that customer experience management will change in 2019

MyCustomer

5 ways CX management will change in 2019 Loyalty.

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.

Why Employees Quit Managers, Not Jobs

Kristina Evey

You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey. Customer Experience Emotional Intelligence internal customers Leadership

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!

10 Hot Retail Trends in 2019

Oracle

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.” ” Paul Archer, Founder and Managing Director, Duel. “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

CloudCherry

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 survey questions were asked regarding where organizations stood on four core CX capabilities: business case development for CX, customer success management, CX measurement, and insights development. Photo by Austin Distel.

B2B 183

What is Quality Management Analytics?

NICE inContact

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. To learn more about NICE inContact Quality Management Analytics Pro, start by watching this fun, relatable overview video! The post What is Quality Management Analytics?

Who’s Hiring Journey Managers?

Kerry Bodine

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!

Performance Management Tips for Cross-Generational Success

NICE inContact

But this generational diversity is also a challenge for contact center leaders as they seek the right performance management strategies to keep agents of all ages engaged and performing to their highest ability. The fact that a one-size-fits-all approach to performance management doesn’t cut it should not come as a surprise. A couple performance management strategies include: Providing a clear and visible path to success with personalized goals and a common organizational language.

Tips 131

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®. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends!

Trends 213

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Not only that, but we’re a first-time Visionary in the 2019 Magic Quadrant for Contact Center as a Service, Western Europe—recognized with the furthest position in the Completeness of Vision dimension. Get your copy of Gartner’s Magic Quadrant for Contact Center as a Service, North America 2019 report here.

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Advantages of the Cloud Call Center Best Practices Contact Center Management Contact Center Trends & Insights CRM Customer Experience Multi-channel Contact Center NICE inContact CXone Omnichannel Using the NICE inContact Platform Workforce Optimization

Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service Western Europe

NICE inContact

This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. Advantages of the Cloud Call Center Best Practices Cloud Security Contact Center Management Contact Center Trends & Insights Customer Experience Multi-channel Contact Center NICE inContact CXone Omnichannel Using the NICE inContact Platform Workforce Optimization

A Day in the Life of an Insight Community Manager

Alida

To succeed, a community manager needs to have a progressive mindset above all else and be constantly looking for ways to innovate and evolve the community program. Running an insight community is as much about attitude as it is aptitude. Best Practices Customer Experience Customer Centricity Insight Communities Voice of Customer

Social Media Statistics for Australia (2019)

Genroe

But, unless you are a global multinational, it is also impossible to effectively manage all of the social media networks that are on offer. 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. To be most effective, organisations should look to be active in two or, at most, three networks. […]. General

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

NICE inContact

This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. Not only that, but we’ve also been evaluated as a Leader in the 2019 Gartner Magic Quadrant for Contact Center as a Service, North America, positioned the highest and furthest overall for its ability to execute and completeness of vision. NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth.

How AI Can Help

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.

5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

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. Episode Management.

Trends 143

Customer Experience Management in 2019

Upstream Works

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Dedicated Desktop and Customer Journey Management. But adding on channels in an ad hoc manner created a big challenge – namely how to manage multiple bolted-on systems and still provide a consistent and measurable experience? Analytics and Data Management.

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

TechSee

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. Ed Doran, Principal Program Management, Director of Product Planning, CoFounder Cortana, Microsoft. Katie McMahon, Vice President and General Manager, SoundHound Inc. Speakers: · Gerry Connolly, General Manager and VP, Pass & Seymour, Legrand. Dr. Stephan Kirchmeyer, Marketing Manager, COPT Center.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). Advantages of the Cloud Contact Center Management Customer Experience Workforce Optimization

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

Optimize Your Customer Experience Management Strategy

GetFeedback

Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time. Articles