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. As 2020 unfolded, we all spent time wondering what our “new normal” would look like, both personally and professionally. It’s been… a year.

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.

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The Humble Manager – Tip #15

Steve DiGioia

Is this a mindset of a weak manager? Instead, the humble manager is realistic and open to suggestions. The Humble Manager Values Teamwork. It’s good to be a humble manager. It’s about a bad manager, a really bad manager.

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2020 Customer Experience: 20 Wishes

ClearAction

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience. 4) Focus Top Management on CX Annuities.

2020 Database Strategies and Contact Acquisition Survey Report

As buyer expectations continue to heighten, 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.

Management’s Ideas Are Always Better – Tip #10

Steve DiGioia

Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. A sincere show of appreciation from management or ownership.

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CX Needs Change Management

Heart of the Customer

The post CX Needs Change Management appeared first on Heart of the Customer. Customer Experience Vision Driving CX Culture Change business problem change management CX Tools cx vision driving changeYou probably moved into customer experience (CX) because of a passion for customers.

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.

Experience Management In A Crisis: Shift From Trending To Sensing

Experience Matters

Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn. The post Experience Management In A Crisis: Shift From Trending To Sensing appeared first on Experience Matters.

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IBTM World Virtual 2020 goes live in a week

Storyminers

IBTM World Virtual takes place from 8 – 10 December 2020 and will incorporate three full days of one-to-one business meetings and a comprehensive programme of content. The post IBTM World Virtual 2020 goes live in a week appeared first on StoryMiners.

Why B2B Contact and Account Data Management Is Critical to Your ROI

64% of successful data-driven marketers say improving data quality is the most challenging obstacle to achieving success. Given data’s direct impact on marketing campaigns, reporting, and sales follow-up, maintaining an accurate and consistent database is a top priority for B2B organizations. This latest eBook aims to help marketing leaders understand the impact of data management on their company’s ROI.

Q&A From My CXPA Webinar: From Journey Mapping To Journey Management

Kerry Bodine

I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey. I hope you’ll find the answers below helpful on your path to journey management.

May 2020

SurveyGizmo

Welcome to the May 2020 edition of the SurveyGizmo Monthly Insider newsletter. Soon, managing the complexity of employees returning to work will be just as critical. Managing vendor security assessments are time-consuming and cumbersome.

Best Chatbots – Top AI Chatbot Technology in 2020

Comm100

Best Chatbots 2020: Chatbot Providers that Stood Out of the Crowd. Ready to explore the best chatbots of 2020? You can integrate the bot with your brand’s own app, as well your CRM system, your scheduling tools and your data and inventory management tools.

New Research on EX Management and the Shifts Required for Success

Experience Matters

The XM Institute has published new research that examines the current state of employee experience (EX) management programs and the mindsets, skills, and actions required for employee experience (EX) excellence. Employee Engagement XM - Experience Management XM Institute

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

The 9 Best Email Support Ticketing Systems 2020 – Reviews & Comparison

Comm100

For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

Top 21 eCommerce Influencers You Should be Following in 2020

Storyminers

He is the managing director and founder of Storyminers. The post Top 21 eCommerce Influencers You Should be Following in 2020 appeared first on StoryMiners. Mike Wittenstein has been recognized as a top eCommerce influencer! Congratulations Mike! Mike Wittenstein ( @mikewittenstein ).

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

Storyminers

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. The post Top 150+ Global Customer Experience Thought Leaders and Influencers of 2020 appeared first on StoryMiners. The Super-Heroes of Customer Experience are here!

April 2020

SurveyGizmo

Welcome to the April 2020 edition of the SurveyGizmo Monthly Insider newsletter. As of Monday, March 16, 2020, all SurveyGizmo employees are working from home. The post April 2020 appeared first on SurveyGizmo.

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The Better Way to Onboard Customers

Speaker: Skilljar Experts

The best onboarding programs have a super power: they’re constantly improving. Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience, and by collaborating with the best Customer Education professionals in the world. In our upcoming webinar, we’re going to share these learnings with you.

Five Quality Management Problems — Solved by Analytics

NICE inContact

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology.

Customer Experience Management for Salesforce

GetFeedback

GetFeedback by SurveyMonkey offers the most flexible, easy-to-use CX technology with the fastest time-to-value in market. Product & News

Managing Quality with a Work from Anywhere Workforce

NICE inContact

Advantages of the Cloud Agent Engagement Call Center Best Practices Contact Center Management Contact Center Trends & Insights

Webinar: From Journey Mapping To Journey Management

Kerry Bodine

Enter Journey Management: The practice of strategically driving experience improvements that support customers’ goals. Our discussion will cover these questions: How do organizations differ in their approaches to journey management?

[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. It’s critical that both your content and your learning experience are highly engaging. In this Skilljar webinar, Daniel Quick, the Head of Customer Education at Asana, will share how he brings his background in game design into Customer Education, and help you do the same.

10 Best Sales Management Tools for Managers in 2020

SurveySparrow

Sales management is one of the most core parts of the company. The sales manager is the one who takes care of all the sales activities that happen, starting from setting sales goals, drafting strategies, deciding the Key Performance Indicators, and so on.

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10 Best Project Management Software to Look up in 2020

SurveySparrow

Project Management can be both daunting and wearisome at the same time, but even the slightest trace of inefficiency will result in all your hard work going down the drain. Managing the project manually is a no-no in this time and era, even if it is a small business.

10 Best Enterprise Feedback Management (EFM) Software of 2020

SurveySparrow

You probably hear the words ‘feedback management’ umpteen times per day. If the idea is to survive the cut-throat competition and flourish in the intensely populated business world, then enterprise feedback management should be one of your main priorities.

How to manage customer service during COVID-19 holiday season

GetFeedback

Simplifying CX YouTube series episode on how to manage customer service during COVID-19 holiday season. Videos

Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

Webinar: Artificial Intelligence in Customer Experience Management

MaritzCX

Improve Your CX Program with Innovative AI Technology Imagine if you could predict a customer’s satisfaction score without them ever taking a survey. Or if you could automatically identify patterns in data and take action immediately.

The Top 50 Customer Service Experts of the Decade (2010–2020)

Storyminers

Mike Wittenstein | Founder and Managing Partner, STORYMINERS. The post The Top 50 Customer Service Experts of the Decade (2010–2020) appeared first on StoryMiners. Mike has been recognized as one of top Customer Service Experts of the Decade!

How To Build Your Customer Experience Strategy By Asking Yourself These Three Questions [2020 Edition]

Michel Falcon Experience

If you want your company to grow in 2020 you have a myriad of different options: You can optimize your SEO to rank first for your respective search queries. 2020 and Beyond. I’ve leveraged customer experience strategies within my career for more than ten years now.

10 Best Subscription Management Software of 2020

SurveySparrow

Subscription management is no easy process, isn’t it? What you need is a robust subscription management software. What is a Subscription Management Software? 10 Best Subscription Management Software for 2020.

Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

Five Quality Management Problems — Solved by Analytics

NICE inContact

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology.