May, 2022

article thumbnail

What Is Frictionless Customer Experience and Why Is It Important for Your Business?

Kayako

The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era.

article thumbnail

Customer Engagement: From Core Competencies To Business Outcomes

Kerry Bodine

Pop quiz! What does it take to deliver effective, coordinated cross-channel experiences in today’s business landscape? If you answered “data,” you’re not alone.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Activate: 4 Ways to Make Empathy the Heart of Your CX

Alida

The 2022 edition of Alida’s flagship event Activate will zero in on an increasingly important concept, one that’s foundational to today’s customer and employee experience: empathy. Empathy is at the core of every positive human interaction.

article thumbnail

The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty.

Loyalty 442
article thumbnail

How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

article thumbnail

10 Smart Ways to Cater to Your Local Customers

Steve DiGioia

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can.

Sports 283

More Trending

article thumbnail

The Importance of Customer Self Service Portal

Kayako

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied.

article thumbnail

CX Tech Top-ups: Try Our Brand New Hierarchy Comparison Dashboard

IntouchInsight

At Intouch Insight, we’re constantly working on new features that will help you reach the top of your game. This month we have introduced new features to the Intouch Platform and IntouchSurvey™. Product Updates

article thumbnail

How Indigo Gets Rapid Customer Feedback to Test Product Concepts

Alida

Indigo is Canada’s leading book and lifestyle retailer, offering a curated assortment of books, gifts, baby, kids, wellness, and lifestyle products that support their customers every day and at key life stages by simplifying their journey to live life on purpose.

Feedback 206
article thumbnail

5 Simple Steps Retailers Can Take to Build Stronger Relationships with Customers

InMoment XI

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort.

Retail 415
article thumbnail

Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

article thumbnail

5 Things Pro Wrestling Teach Us About Customer Service

Steve DiGioia

Ok, ok, so I’m a wrestling fan. So what? Maybe you are too. There are millions of us. And we watch it every week. I’ve been doing that since I was a teenager. I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person.

article thumbnail

How to Accelerate Credit Union Digital Transformation

Comm100

Credit union member expectations are changing and changing fast. While telephone and email were once the go-to support channels, today’s members now expect more. The only way to keep up and meet these expectations is through digital transformation.

How To 168
article thumbnail

How To Prioritize Customer Experience Efforts

Experience Investigators by 360Connext

Customer Experience requires action… and action requires effort. Customer experience efforts lead to lists of action items. And those lists can get long! Creating a CX strategy means having a plan to execute that requires getting other leaders and teams on board with an aligned mission.

How To 143
article thumbnail

3 Powerful Ways to Visualize Your Data

IntouchInsight

Analysis paralysis can be a real problem. The more data you’ve collected the better informed your business decisions will be. But distilling raw numbers or drilling down to the right level to pull out actionable insights is challenging.

Data 156
article thumbnail

Emotional Value Index (EVI): The Next Big Thing in CX Since the NPS

95% of purchasing decisions are emotion-based. This led to the creation of the EVI®, the Emotional Value Index. In this eBook, you will find all you need to know about how to measure and manage customer emotions and EVI® to grow your business.

article thumbnail

How to Easily Use Customer Co-creation for Profitable Growth

C3Centricity

One of my clients, who is following the 50 weekly actions for customer centric excellence as described in my book Winning Customer Centricity , recently asked me for some ideas on how to better involve their customers in co-creation.

How To 192
article thumbnail

3 Reasons Human Expertise is Essential to Experience Improvement

InMoment XI

A lot of companies and organizations have gotten a very specific idea of how experience programs and human expertise work into their collective minds these last 20 or so years. The impression is this: experience programs are fully autonomous solutions that can pretty much be set and forget.

article thumbnail

What is Customer Service, Really? – Tip #40

Steve DiGioia

In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business?

Tips 159
article thumbnail

A Comprehensive Guide to Live Chat Software

Comm100

Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business.

Software 162
article thumbnail

CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

article thumbnail

Alida Activate ‘22: How Logitech Used Insight Communities to Find Underserved Customer Groups

Alida

Head researcher Ben Michelmore explains how digging deep into one segment of community members helped Logitech discover another. Alida Activate 2022

Groups 130
article thumbnail

How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs.

article thumbnail

Why You Aren’t Receiving Qualitative NPS Feedback (And How To Fix It)

Retently

While many people think of Net Promoter Score® surveys as revolving around a simple 0 to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback).

article thumbnail

How Customer Aggression in the Workplace Has Forever Changed Employee Experience

InMoment XI

We know that everyone is sick of talking about COVID, but the pandemic has had far-reaching effects on customer experience (CX) and employee experience (EX) that will persist long after the virus is finally contained.

article thumbnail

How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

article thumbnail

How To Prioritize Customer Experience Efforts

Experience Investigators

Customer Experience requires action… and action requires effort. Customer experience efforts lead to lists of action items. And those lists can get long! Creating a CX strategy means having a plan to execute that requires getting other leaders and teams on board with an aligned mission.

How To 111
article thumbnail

Guest blog: The Future of Customer Service: Changes & Challenges in 2022

Comm100

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred.

article thumbnail

Q&A with Wondrium: The 3 pillars of CX success

Alida

We recently sat down with Susan White Frazier, Director of Market Research at Wondrium (formerly known as The Great Courses Plus), a subscription video streaming service with thousands of courses, documentaries, and nonfiction series, to learn how they are monitoring and encouraging positive customer experience within the entire Wondrium ecosystem.

article thumbnail

Why Customers Claim to Love Self-Service, but Still Loathe IVRs

Cyara

Designing optimal IVR journeys can help you strike a balance between call containment and CX goals. Or ganizations are transforming the customer experience (CX) in real-time.

Consumers 108
article thumbnail

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

article thumbnail

Sharing our gratitude as Solvvy officially joins Zoom

Solvvy

Gratitude. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for!

B2B 105
article thumbnail

Customer Journey Mapping Examples for Beginners

InMoment XI

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off.

Examples 367
article thumbnail

CX Mission Moments: 3 Ways to Turn Words into Actions

Experience Investigators

There are few things more powerful than a well-crafted Customer Experience Mission Statement. After all, a mission drives everything else. A Customer Experience Mission Statement defines how you as an organization show up for your customers, no matter what.

Handbook 108