Experience Matters
DECEMBER 30, 2019
I collaborated with our XM Institute faculty (Aimee Lucas, Ben Granger, Isabelle Zdatny, and Moira Dorsey) to pull together a picture of where we think XM will be heading in 2020. As we looked across the different elements we were expecting to see, an overall theme for 2020 emerged… The Year Of Insightful Actions.
transcosmos Information Systems
JANUARY 19, 2021
2020 was certainly not an ordinary year. At the same time, we cannot deny its enlightening nature, which helped and motivated humanity to gain new experience, skills, and companies to digitize their operations and enhance their flexibility. This article provides a brief overview of the top business challenges companies faced in 2020.
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Kerry Bodine
DECEMBER 30, 2020
And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. After all, no prospective customer wakes up and decides they want to develop “awareness” of your company. As 2020 unfolded, we all spent time wondering what our “new normal” would look like, both personally and professionally.
TechSee
DECEMBER 31, 2019
Companies now know that customer experience is the key competitive differentiator. However, many companies are still struggling to make the customer service experience as effortless as possible. However, many companies are still struggling to make the customer service experience as effortless as possible.
Speaker: Jeannie Walters, Founder and Chief Experience Officer, Experience Investigators
Are you struggling with making VoC the center of your company's mission? Wednesday September 9th, 2020 at 11:00AM PDT, 2PM EST, 6PM GMT Need help giving your CX a human touch? Not sure what data you should be looking at to make loyal customers?
NICE inContact
FEBRUARY 4, 2021
In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents.
Experience Investigators by 360Connext
NOVEMBER 10, 2020
I asked a few customer experience leaders to share their lessons on what 2020 can teach us. CX Lessons from 2020: Coalition, Resilience, & Collaboration. 2020 certainly provided plenty of opportunities for cross-functional support. Resilience: For me, 2020 was the year of resilience for our CX program.
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. Wednesday July 29th, 2020 11AM PST, 2PM EST, 6PM GMT. But if you have to beg a customer to give a review or referral, you're doing it wrong.
Speaker: Bryan Horn, Founder, CS Solutions
If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Thursday, August 27 2020 11AM PST, 2PM EST, 6PM GMT The humanity of customer experience.
Advertiser: Skilljar
In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs. Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more.
Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC
Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company. By investing and focusing on employee engagement, your company will be able to increase productivity, retain top talent, and increase your customers' experience.
Speaker: Dennis Snow, President, Snow & Associates
Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. It's time to look within: at your employees' relationships with each other, and with the company. Wednesday, July 15 2020 11 AM PST, 2PM EST, 6PM GMT Inspire personal accountability in the workplace.
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
Real-world examples from 6 leading companies. Thursday September 17th, 2020 at 11AM PDT, 2PM EST, 6PM GMT. In this webinar, you will learn: How to categorize interactions for AI applicability. Understand top use cases driving conversational AI adoption.
Speaker: Laura Sikorski, Contact Center Consultant
Your company is judged on how your staff relates to your customers on all channels. Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration. June 25th, 2020 11:00 AM PST, 2:00 PM EST, 7:00 PM GMT.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Thursday July 16, 2020 11AM PST, 2PM EST, 6PM GMT Discuss DIY platforms versus managed services – which is right for me? Sketch a back-of-the-napkin ROI in minutes.
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