CX Journey

DECEMBER 11, 2018

I thought I'd share some good ones that I'd recommend you add to your reading list for 2019. In a nutshell, measure what matters, understand who your work impacts and how you impact them, and take a real interest in co-workers. Share some of your must-reads for 2019 in the comments below. Mortimer J.

Leadership 151

Leadership Guidelines Travel Culture 151

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. 90% of businesses support phone, and 83% measure phone quality — great!

Analytics 136

Analytics Management Customer Experience Contact Center 136

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. This year, NICE inContact has been named a Magic Quadrant Leader, evaluated with the highest and furthest overall position in both axes of measurement: Ability to Execute and Completeness of Vision.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. 90% of businesses support phone, and 83% measure phone quality — great!

Analytics 136

Analytics Customer Experience Management Contact Center 136

Comm100

FEBRUARY 21, 2019

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. More customers and larger teams require better planning and management and more sophisticated processes. Download Now.

Report 118

Report Data Wait Times Effort Score 118

Alliance by IFS

MARCH 28, 2019

We partnered with Aberdeen to bring you the State of Service 2019 on-demand webinar outlining the top challenges faced by today’s best-in-class service firms and what technologies and strategies they are using to overcome them. Best-in-class organizations are diligent from hiring to on-boarding to performance management of contingent labor.

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Self Service 75

Self Service Customer Service Social Media NPS 75

Comm100

FEBRUARY 21, 2019

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. More customers and larger teams require better planning and management and more sophisticated processes. Download Now.

Report 100

Report Data Wait Times Effort Score 100

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. In this foundational course, Michael Chiu, Sr Director Analyst at Gartner, will walk you through what customer experience is, how to get started and how to measure your progress.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Alliance by IFS

MARCH 6, 2019

Watch the Aberdeen on-demand webinar ‘State of Service 2019’ to learn what it takes to be a best-in-class service leader. mobile, social), managing service interactions across all channels has becomes more complex for traditional service providers. The role of knowledge management in service excellence.

CEM 90

CEM Self Service Customer Satisfaction Technology 90

SurveySparrow

JULY 17, 2019

More than half of these burning issues that you are running after are from the lack of proper customer experience management system in place. Worry not, where humans can’t help, a customer experience management software can! Customer Experience Management Software #1 SurveySparrow. The feedback system gets sidelined.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

Optimove

AUGUST 12, 2021

We are deeply proud to announce that Optimove has been recognized as a Leader in “The Forrester Wave : Cross-Channel Campaign Management (Independent Platforms), Q3 2021” (CCCM). This is our second straight appearance in this report, after being named a “Strong Performer” back in Q4 2019. Current Offering.

Management 98

Management CRM Report Telecommunications 98

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. It’s measuring customer experience in tasks, rather than in how the company changes its behavior.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

Alliance by IFS

JUNE 27, 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. The post Aberdeen Whitepaper | State of Service 2019 appeared first on Astea. Bringing Field Service into the Future.

Exceptional Customer Service 86

Exceptional Customer Service Technology Analytics Connections 86

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. For those who didn’t get to attend, or for those that attended and want a recap, we compiled a list of our top ten Customer Success takeaways from TSW 2019. Karen (@PVSKC) May 7, 2019. ChurnZero (@churnzero) May 7, 2019. ChurnZero (@churnzero) May 7, 2019.

Customer Success 74

Customer Success Technology Conference Competitive Advantage 74

Calabrio

JULY 28, 2020

As companies are adjusting to the new way of working in 2020, the Society of Workforce Planning Professionals has recognized three Calabrio customers as finalists for their Workforce Management Professional of the Year Award. Julie also provides technical and subject matter expertise for overall Resource Management processes and systems.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

Alliance by IFS

JULY 11, 2019

For many field service organizations, success is measured by when a technician arrived, not if they fixed a problem and made the customer happy or added value for the customer. All of these trends are changing how service is delivered and managed. State of Service and Challenges. So what’s the state of field service today?

Customer Satisfaction 88

Customer Satisfaction Customer Centricity Video Trends 88

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

Consumers 71

Consumers Brands Social Media Measurement 71

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

ShepHyken

AUGUST 12, 2019

Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Drucker (or Deming) said, “You can manage what you don’t measure.” MIT Sloan Management Review) The most memorable experiences are suffused with emotion — not extra features or value for money. Follow on Twitter: @Hyken.

Customer Service 96

Customer Service ROI Customer Service Training CRM 96

CustomerSuccessBox

JULY 2, 2021

What is a Customer Success Manager? Customer Success Manager (CSM) is a customer facing role whose goal is to ensure value delivery to their customers. How are customer success managers measured? Most common KPIs for customer success managers is renewals. Most common KPIs for customer success managers is renewals.

Customer Success 52

Customer Success Management Customer Service Representative Customer Retention 52

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Moderation and spam management. Khoros Communities.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Lumoa

SEPTEMBER 30, 2022

According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. Four out of five industry leaders believe that non-traditional providers are a legitimate threat to conventional banks, a huge spike compared to the 55% registered in 2019. . Adapting Customer Service in Real-Time.

Banking 236

Banking Customer Experience Self Service Financial 236

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019. Available now.

Effort Score 75

Effort Score Analytics Report Engagement 75

Innovative CX

SEPTEMBER 14, 2023

Corporate Social Responsibility and Experience Management = Better Brands Are you incorporating the principles of corporate social responsibility into your experience management strategy? I teach a global operations strategy graduate course at the University of Minnesota’s Carlson School of Management. If it is, great!

Management 52

Management NPS Financial Strategy 52

ShepHyken

JUNE 10, 2019

CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives. At some point, most companies will be forced into managing a crisis.

Customer Service 110

Customer Service Survey Case Study Training 110

TechSee

NOVEMBER 26, 2020

Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. The post Taking Field Service Management to the next level with AR appeared first on TechSee. Augmented Reality and Field Services.

Self Service 109

Self Service Management Automotive Guidelines 109

North Highland

MAY 15, 2019

The impossible is possible in this city, so it seems fitting that members of the global change community found their way to Universal Studios Florida with the theme of “Change is Universal” for the ACMP 2019 conference. Change managers must understand what is behind the fear of a change. 1: Building Trust by Speaking the Truth.

Conference 65

Conference Connections ROI Groups 65

SurveySparrow

JANUARY 5, 2021

They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. However, businesses may find it hard to measure the returns on employee experience. Here’s how you can measure return employee experience to gain long term success. .

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Qualtrics

FEBRUARY 6, 2019

Below are 10 product experience conferences that you should check out for 2019. The Product Experience Track at X4 Experience Management Summit. Date: March 5-8, 2019. Who should go: Everyone in the experience management industry, regardless of position or rank. Gather and measure feedback at every stage of development.

Conference 33

Conference Management Innovation Roadmap 33

Beyond Philosophy

JANUARY 28, 2019

If you are a senior manager or the CEO, you need to know that where you have deployed your resources is paying off. Senior management will deploy your resources elsewhere. However, ROI isn’t always about more sales; there are other ways to measure your success in ROI. Embrace but manage your use of AI to enhance the experience.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

QuestionPro Audience

NOVEMBER 9, 2018

will increase by 4% through 2019. The AIA report also found that public safety (5.9%), education (5.2%), industrial (4.9%), healthcare (4.4%) and office (4.1%) projects will see the most spending in 2019. AR gives the team a walkthrough of the entire project, with specific details down the exact measurements. PROJECT MANAGEMENT.

Healthcare 170

Healthcare Trends Industry Measurement 170

CloudCherry

NOVEMBER 25, 2019

– Well, there’s a lot of time spent talking about projects being worked on as an organization, meetings with Team Leaders (yes, daily ), and a big focus on feedback and on ideas for training and developing managers, team members, and all employees. Basically, we’re talking true organizational alignment here- not an easy feat. Request a demo.

CEM 195

CEM Banking Measurement Training 195

Kitewheel

JANUARY 4, 2019

This transformation has given us a clearer picture of the path customer journeys will take in 2019 and how we can best support the changing landscape. That proved to be true in 2018, and we expect that 2019 will continue this growth. We predict that in 2019: More brands will bring journeys in-house.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45