Report: Humanizing Digital Interactions

Experience Matters

We just published a Temkin Group report, Humanizing Digital Interactions. Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, […].

CX Myth #5: Wow Customers During Every Interaction

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical. And if we put the same energy into all interactions, then we are underinvesting Read More.

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3 Ways to Provide Success When Handling Rude Customer Interactions

NICE inContact

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building. Emotions rise, and customers eventually want one thing: gratification.

Psssssst! The Buzz Around Interactions 2019 has Already Begun

NICE inContact

How will we top Interactions 2018? Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them. this is our first opportunity to come to an Interactions event. By leading the charge in industry trends.

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.

‘Everybody’ customer interaction

NewVoiceMedia

The experience of going through security in airports is not usually something that people would look forward to or enjoy, but I have been really impressed lately with the introduction of the “how was your experience today?” The question “How was your experience today?”

5 Things Customers Expect from Customer Service Interactions

Help.com

Customer service is not supposed to be reactionary. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” You still have time to build the kind of support that anticipate customers’ needs rather than reacts to them.

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors.

Interactions 2019 Welcomes Ashton Kutcher as Keynote Speaker!

NICE inContact

Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker! Register today for Interactions 2019, and don’t miss your exclusive opportunity to hear Ashton Kutcher discuss his life, career and passions.

Guest Post: 10 Ways Consumer Insights Help Improve the Customer Experience

ShepHyken

She shares how businesses can utilize consumer insights to help improve customer service and experience. Consumer insights are key to understanding customer experience that enables marketers to direct and plan their product and marketing mix.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Use The Human Conversational Model to Create Engaging Contact Center Interactions

Experience Matters

Organizations can tap into our innate affinity for engaging conversations to deepen relationships with their customers by designing interactions that mirror the key elements of compelling everyday conversations. To help organizations do this, we created The Human Conversational Model, which we’ve previously applied to digital interactions. The post Use The Human Conversational Model to Create Engaging Contact Center Interactions appeared first on Experience Matters.

Exploring Multiple Emotions During Contact Center Interactions

Experience Matters

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. In addition to detecting the customer emotion, […]. Customer Connectedness Customer experience Emotion

Hear from Top Customer Experience Experts – Plan your Interactions 2018 Agenda

NICE inContact

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! To receive the special “NICE inContact” pricing for Interactions 2018, use the following discount codes when registering.

How to Build Customer Trust One Interaction at a Time

Kayako

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations. Customers now have raised expectations, and this trend will be accelerating in the future.

Galileo: A True Interactive Visionary

Storyminers

Strategies, experiences, and stories to help them chart their own new paths, rewrite their future stories—and give their clients amazing experiences. The post Galileo: A True Interactive Visionary appeared first on Storyminers.

Create Your Learning Experience at Interactions 2019–Agenda Preview Now Available!

NICE inContact

The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! Expivia Interaction Marketing Group, Inc. Register today for Interactions 2019 at the Early Bird rate of $1,395. Advantages of the Cloud Interactions NICE inContact CXone

Lead People Not Technology: Interacting to Succeed

Michelli Experience

My career as a customer experience consultant has given me access to some of the most remarkable CEOs, senior leadership teams, and frontline leaders at iconic global brands. They ask lots of questions; they watch their teams and customers. Using John Kotter’s distinction between leaders and managers , the HBR article suggests that both “leader-type” and “manager-type” CEOs spend considerable time interacting with others.

Galileo: A True Interactive Visionary

Storyminers

Strategies, experiences, and stories to help them chart their own new paths, rewrite their future stories—and give their clients amazing experiences. The post Galileo: A True Interactive Visionary appeared first on Storyminers.

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. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

What is an IVR (Interactive Voice Response)?

NICE inContact

At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. More accurate definition of customer needs and therefore refined routing, which increases customer satisfaction and reduces the need to requeue or transfer calls. The post What is an IVR (Interactive Voice Response)?

Personalizing customer interactions builds loyalty

Jacada

If you are able to treat customers as individuals by personalizing their experiences, they will reward your dedication with loyalty of their own.

ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!

NICE inContact

We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! The post ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin! Customer Experience ICUC

Pokémon Go: How to Launch Experiences that Maximize Technology and Social Interaction

Michelli Experience

Let me guess, you’d like your prospective customers to learn about your products or services WITHOUT you having to invest a bundle of money in marketing! 3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. They are activating people to move and experience other gamers as well as the physical world around them.

The Post-Covid CX Powered by AI

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

Interactions Celebrates 15 Years

Interactions

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Michael Iacobucci, longstanding CEO of Interactions. How can we make our customers, and their customers, more satisfied?

Your Brand is Defined by the Sum of All Your Customer Interactions

ShepHyken

What does a good customer experience look like at your company? What does good customer service look like? It will be interesting to see if your team recognizes the difference between experience and service. As mentioned, it’s the entire experience.

Inside the ROI of Consistency in Customer Interactions

Topdown

That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. The negative feeling that develops in this customer experience (CX) has more impact than some may realize. Customer ExperienceHave you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred?

5 Reasons Never to Miss SXSW Interactive

Experience Investigators by 360Connext

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. Post by 360Connext – Customer Experience Investigation. How will we use this technology to better our experiences?

Creating Distinction to Improve Customer Interactions

Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker

How does a business become so distinctive that they not only stand out in their industry, but set the benchmark for innovation, customer experience, and employee culture? The ONLY two factors upon which customers will judge you.

Interactive Voice Response – What it is, What it does, Where it’s going

NICE inContact

Interactive voice response (IVR) has been a staple of customer service for many years. The fact that IVRs have been around for a long time and are widely used does not mean, though, that your customers actually like them. In fact, NICE inContact research has found that IVR fares worst among all Self-Service channels in terms of Customer Experience (CX). Offload Routine Interactions. Advantages of the Cloud Customer Experience Trends & Insights

Still on the Fence? How to Sell Your Manager on Interactions 2018

NICE inContact

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. At Interactions 2018, you’ll be interacting with your peers from other business segments in addition to industry experts.

Surveys and Interaction Analytics: The Perfect Voice of the Customer Pair

NICE inContact

One of the most important and fundamental pieces of a voice of the customer program is implementing a solution for your customers to provide unbiased feedback through surveys.

Emotions & Customer Interaction

Martin Hill-Wilson

I’m about to do the same with emotion and customer interaction for customer service and inside sales teams. Continue reading Emotions & Customer Interaction at BrainFood. Customer Experience customer interaction emotion Emotive CXI’m on a mission and I need your help. Some of you will know about the P&Q Challenge I run.

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.

Digital Interactions Dominate

Jacada

This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels. What’s more, according to the research, four out of five participating organizations clearly recognize Customer Experience as being their number one competitive differentiator.

Digital Interactions Dominate

Jacada

This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels. What’s more, according to the research, four out of five participating organizations clearly recognize Customer Experience as being their number one competitive differentiator.

Examining 10 Emotions, 8 Interactions, and Resulting Loyalty

Experience Matters

As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. Customer experience EmotionAny regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends.

When Was the Last Time You Experienced Your Customer Experience?

Innovative CX

Used your interactive voice response unit to access your account information online? Contacted one of your customer service representatives to place an order or resolve an issue? All these activities are time well spent in the pursuit of a better customer experience.

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What Do Your Employees Need to Provide Outstanding Customer Experiences?

Speaker: Laura Sikorski, Contact Center Consultant

Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to be sure your organization is reacting to the new digital-savvy customer. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.