Experience Investigators by 360Connext

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 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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20 CX Commitments for 2020

Experience Investigators by 360Connext

I’m weirdly excited about this year. 2020 – a year of vision ! See what I did there?). This time of year is all about the BIG plans. We’re going to eat healthier, get better sleep and drink more water, right? Of course.

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.”

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

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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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.

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.

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.

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

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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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.

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.

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.

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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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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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.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Does Your Sales Team Have Bad CX Habits?

Experience Investigators by 360Connext

Leaders want to deliver exceptional experiences. We all want to deliver for our customers, starting with a sales experience that builds trust between our organization and our buyers. After all, sales sets the stage for the entire customer journey.

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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.

The Future of CX: Five Customer Experience Trends for 2020 and Beyond

Experience Investigators by 360Connext

What Does the Future of CX Look Like? It’s crystal ball time!

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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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Three Ways to Supercharge Your Sales Training for a Winning Customer Experience

Experience Investigators by 360Connext

Customer experience, in all is complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Have you ever been disappointed? Most likely, your story starts with a “They promised me.” and ends with a “They just refused!”.

Three Customer Experience Details Most C-Suite Leaders Overlook

Experience Investigators by 360Connext

The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? Now, this person was no slouch. This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer. I didn’t want to insult this person.

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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.

How to Create the Best Customer Experience Solutions

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. And there are data sets and analytics and pivot tables, oh my!

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Improving B2B Customer Experience: Is It More Personal Than B2C?

Experience Investigators by 360Connext

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience.

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Build Customer Trust By Avoiding These Mistakes

Experience Investigators by 360Connext

Success Relies Upon Customer Trust. When I ask you a question like “what brand are you loyal to?” ” you are actually answering the question “what brands have earned your trust?” ” What brand has proven, time and again, they can live up to their promises?

The Future of Customer Experience — And Where Leaders Can Focus Today

Experience Investigators by 360Connext

Let’s talk about the future of customer experience. I’m often asked about it, and I’ll tell you this universal truth: Customers will expect more than we can give them. You heard that right.

3 Principles to Get Your Customer Experience “Stop Doing” List Started

Experience Investigators by 360Connext

Ever hear of a “stop doing” list? Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we really ought to be delegating, ignoring, or ceasing to work on. .

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

5 Top CX Trends For Survival in the Age of the Customer

Experience Investigators by 360Connext

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business.

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The Best CX Leaders ROCK at These 3 Things

Experience Investigators by 360Connext

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. The journey is just as important as the product!” Who knew!?)

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5 Epic Employee Engagement Issues You Never Noticed

Experience Investigators by 360Connext

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee!

A Dozen Crazy Customer Touchpoints Translated

Experience Investigators by 360Connext

No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.