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Top 10 Customer Experience Posts of 2020

Kerry Bodine

And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. Because as it turns out, customer experience is even more important during a pandemic than it ever was before. Number 9: 5 Steps To Mapping The Customer Journey. It’s been… a year. I won’t say any more here.

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Customer Experience Lessons from 2020: Experts Chime In

Experience Investigators by 360Connext

There were real struggles and challenges for businesses and their customers, too. We’ve seen many cases in which those multi-year strategies to achieve digital transformations were whittled down to weeks to help customers. Customer experience leaders had to adapt to this changing world, too. – Tabitha Dunn.

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State of Customer Experience 2020 – Northridge Report

Storyminers

If you’re a customer experience practitioner, the responsibility of proving that what you’re planning will work may be falling on your shoulders. This recent report by North Ridge has many of the basic statistics and proof points you’ll need to put together your own best case for customer experience.

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Four Tips for Using Customer Data to Improve the E-Commerce Experience

InMoment XI

If you weren’t yet online, it didn’t take long for brands to adapt when brick and mortar businesses across Asia Pacific were forced to shut down in 2020 and 2021. . So what can these brands do to get ahead of customer expectations? The key is to dive into your customer data. The key is to dive into your customer data.

Tips 493
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The Customer Continuum - Making Customer Journeys That Think Like We Do

Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta

Customer journey maps have long been thought of in linear terms: the customer begins clicking on an ad, is taken to the website, browses, and purchases. The trouble is, we're creating linear maps for customers who think in a messy loop. It's time to make a CX that thinks like the customer--It's time to make a customer continuum.

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Best Customer & Employee Experience Design Books 2020 2021 List

eglobalis

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

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Top 150+ Global Customer Experience Thought Leaders and Influencers of 2020

Storyminers

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

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Live Interview with Jeannie Walters

Speaker: Jeannie Walters, Founder and Chief Experience Officer, Experience Investigators

Not sure what data you should be looking at to make loyal customers? Join Jeannie Walters, CCXP, founder of Experience Investigators and come ready with questions to jumpstart your CX with the wisdom of a CX expert. Wednesday September 9th, 2020 at 11:00AM PDT, 2PM EST, 6PM GMT

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Using Customer Reviews, Advocacy, and Referrals in Your Journey Map

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. But if you have to beg a customer to give a review or referral, you're doing it wrong. The best customer experiences go beyond the sale.

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[Live Webinar] Creating Delightful Customer Education Programs that Drive Business Outcomes

Speaker: Daniel Quick, Head of Customer Education, Asana

Every day, customers are faced with a multitude of different, often competing, priorities and your training program is no exception. Therefore, it’s critical that both your content and your learning experience are highly engaging, especially when training is voluntary, as it often is for customers. Can't make it?

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Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Technology has elevated every aspect of the customer journey. All aspects that is, but one: customer complaints. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. and master customer rage for an insightful webinar on September 23rd.

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Everyone Is Accountable and Responsible for a Great Customer Experience!

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. Examples of both HORRIBLE and FANTASTIC customer interactions.

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What Do Your Employees Need to Provide Outstanding Customer Experiences?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. Your company is judged on how your staff relates to your customers on all channels. Your staff requires appropriate tools and integration to all operational functions of your business to satisfy customer needs.

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The Future of Contact Centers: A New Paradigm for Superior Customer Experience

Speaker: Jim Rembach, Editor in Chief, CX Global Media

Most contact center leaders view the touchpoint from agent to customer as the most important. With turnover increasing and employee engagement plummeting, focusing on this touchpoint is vital for employees to interact with customers in a more efficient and emotionally intelligent way. The rise of chatbots and AI has changed that.

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Research Report: The State of Community Management

Customer Communities Elevate the Customer Experience. Online communities provide a wealth of benefits for organizations; they impact a variety of customer activities, boost engagement, and provide a range of transformative business services. External Communities Elevate the Customer Experience.