Experience Investigators by 360Connext

How to Start Improving CX in the Real World

Experience Investigators by 360Connext

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

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Keeping a Customer-Centric Culture During Social Distancing

Experience Investigators by 360Connext

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers.

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The “What’s Next” of Customer Journey Mapping

Experience Investigators by 360Connext

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact.

What Your Customer Experience Team Needs Now

Experience Investigators by 360Connext

Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get through this.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How emotions influence education

Experience Investigators by 360Connext

Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do. 1.Emotions drive decisions for learners and customers alike.

How to Keep Your Customer Experience Momentum

Experience Investigators by 360Connext

We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago.

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How to Use Imperfect Data to Deliver a Perfect Customer Experience

Experience Investigators by 360Connext

Customer experience solutions are readily available these days. . There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. There are data sets and analytics and pivot tables, oh my! .

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CX Training Can Make You Happier… Here’s How To Get Started

Experience Investigators by 360Connext

Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?” ” . Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.”

SAP CX Live Munich Recap: 3 Universal CX Challenges for Big Brands

Experience Investigators by 360Connext

“We’re unique, and so are the CX challenges we face.” ” That’s what we like to believe. We like to believe this about ourselves, our brands and our customers.

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A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The Experience Economy’s Joseph Pine on Actionable Ways to Engage Customers

Experience Investigators by 360Connext

The Experience Economy , written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way that nobody was talking about 22 years ago.

5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

How Learning Well Can Improve the Experience for Customers

Experience Investigators by 360Connext

The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition.

Revisiting Our Top 10 Most Popular CX Posts Of 2019

Experience Investigators by 360Connext

2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond.

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How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort.

What CX Leaders Can Predict in a Crisis

Experience Investigators by 360Connext

It feels a little tricky to try to predict anything these days… but I’m going to ask you to try. Knowing how much uncertainty is out there, it can be tempting to throw up our hands and say our customer experience is on hold indefinitely. But of course, that’s not the case. Your customer experience happens whether you are planning it or not.

How Do You Solve 2020’s Most Common CX Problems? Start Here.

Experience Investigators by 360Connext

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. Image credit: Forrester.

3 Leadership Buzzwords that Exist for the Best Reasons

Experience Investigators by 360Connext

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

3 Ideas to Improve Your Voice of the Customer Methodology

Experience Investigators by 360Connext

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview. You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.”

‘Tis the Season to Find Pain Points in Your Retail Customer Journey

Experience Investigators by 360Connext

When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working customer journey map?

Forget About the Wow. What Should You Fix NOW?

Experience Investigators by 360Connext

Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process.

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Bad Feedback Is the Best Feedback. Are You Listening For It?

Experience Investigators by 360Connext

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

What Kind of Customer Experience Leader Do You Need to Be?

Experience Investigators by 360Connext

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

4 Ways the Experts Master Journey Mapping

Experience Investigators by 360Connext

Customer journey mapping can be a powerful tool to help you truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact.

Be Wary of “The Year of the Customer”

Experience Investigators by 360Connext

Charging into the new year, it’s easy to want to name what’s ahead of us. I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” ” I ask you to greet these well-meaning mantras with appropriate suspicion. For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.”

Improve Employee Experience to Improve Customer Experience

Experience Investigators by 360Connext

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

CX Day 2019: What Is it, When Is It, and How to Make the Most Of It

Experience Investigators by 360Connext

What is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds. CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community.

Happy CX Day 2019!

Experience Investigators by 360Connext

Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience.

How the Most Important Touchpoints Get Ignored, And How to Fix It

Experience Investigators by 360Connext

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization.

CX Education Never Stops: Lessons in Learning for Every CX Leader

Experience Investigators by 360Connext

Do you consider yourself a life-long learner? Most successful people are. Bill Gates famously reads more than 50 books per year and has stated that you don’t get old until you stop learning.

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3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

5 Ways Successful Teams Close the Customer Experience Gap

Experience Investigators by 360Connext

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even people who are obstacles to seeing results.