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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. Number 5: Do Customer Journeys Drive Your Content Strategy?

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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. Customer behavior is changed.

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The Top Alida Innovations of 2020

Alida

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience. As part of this vision, our new brand, Alida , was unveiled to the world in September.

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2020: The Year that Changed Customer Service and the Customer Experience, Forever

NICE inContact

In 2020, contact centers around the world tore up their customer service scripts. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents. As we reflect on the past year, we are proud of our efforts to assist customers new and old.

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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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Customer Service Trends 2020

TechSee

Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020.

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20 CX Commitments for 2020

Experience Investigators by 360Connext

2020 – a year of vision ! To start your year off right, here are 20 commitments to make on behalf of your customers and your organization. 20 Customer Experience Commitments for 2020. Advocate for your customers. Complacency kills great customer experiences. Invite customers into the process.

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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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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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[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. Register now to reserve your spot!

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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? This webinar will kick off with a candid interview with Jeannie on creating a perfect customer experience and end with an audience Q&A. Wednesday September 9th, 2020 at 11:00AM PDT, 2PM EST, 6PM GMT Need help giving your CX a human touch?

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The Employee Factor - Perfecting Your CX From Within

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. While it's essential to creating the perfect customer journey, it's only one aspect. In this webinar, you will learn to: Build a customer-centric culture.

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2021 Community Predictions

2020 was a year unlike any we've seen in our lifetimes. These challenges have pushed organizations to seek digital solutions to remain relevant and connect with their customers online. What can organizations do to ensure their business remains relevant? This year's Community Predictions has all the answers!

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2020 Database Strategies and Contact Acquisition Survey Report

Marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. This report aims to highlight the current state of B2B database and contact acquisition strategies and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond.

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Just launched! 2020 Customer Education Benchmarks and Trends Report

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. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.