Experience Matters

OCTOBER 3, 2017

As part of our CX Day celebration, which this year is focussed on Elevating Purpose, we’re giving away this free eBook: 25 Tips For Becoming A More Purposeful Leader. This eBook contains these 25 easily adoptable tips from across the Five P’s of Purposeful Leadership.

eBook 87

eBook Tips Leadership Video 87

BlueOcean

OCTOBER 9, 2018

Grab your copy of our eBook to explore the following: Myth #1: Outsourcing Is About Cutting Costs, Not Adding Value. eBook] appeared first on. Or is it actually possible to have a strategic partnership? It’s a valid question – one which requires breaking down some of the myths associated with outsourcing your contact center.

eBook 162

eBook Contact Center Culture Connections 162

BlueOcean

SEPTEMBER 18, 2023

But we’ve got you—just grab a copy of our latest eBook. The post You’re Asking the Wrong Questions: A Better Way to RFP for Outsourced Customer Care [eBook] appeared first on Blue Ocean. It’s a quick download where you’ll find a handful of higher value RFP questions about contact center technology, attrition, and the BCP.

eBook 177

eBook Customer Care Contact Center Technology 177

CXS

OCTOBER 20, 2020

Today, CMOs are charged with driving growth across the entire organization, from revenue to brand reputation, to innovation and customer retention, to … The post CMO’s Guide to Customer Experience eBook appeared first on CX 2020.

eBook 26

eBook Customer Experience Customer Retention Innovation 26

Experience Matters

OCTOBER 6, 2015

In honor of CX Day , Temkin Group is publishing a free eBook: 15 Tips for Engaging Employees. Here’s the executive summary: . It is impossible for an organization to deliver a great customer experience without an engaged workforce.

eBook 120

eBook Tips Engagement Employee Engagement 120

InMoment XI

JULY 5, 2022

With this goal in mind, InMoment gathered the three most important steps quick service restaurants can take to achieve better guest experiences in our new eBook, “How Food Services Brands Can Evolve Guest Experience Programs.” You can learn more about customer listening best practices in our eBook here!

Guest Experience 370

Guest Experience Brands eBook Multi-Channel 370

Experience Matters

OCTOBER 23, 2014

For more information, take a look at the 6 Laws of CX Infographic or download the free eBook. I published the 6 Laws of CX several years ago, yet it remains equally relevant today and is one of the most popular documents about customer experience, with over 100K downloads. Customer experience'

Video 335

Video Customer Experience Infographics eBook 335

Experience Investigators by 360Connext

DECEMBER 17, 2014

Sign up for updates below and you’ll get our free ebook to help you get started!). Receive exclusive content, updates, and our FREE Mission Statement ebook. To receive exclusive content, updates, and our FREE Mission Statement ebook, please enter your email address. Let’s go! Please enter your email address below.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

ECXO

MAY 16, 2023

We invite you to download this complimentary eBook: A guided journey for choosing a Customer Data Platform. But as the pressure to personalize intensifies and the technology environment gets more complicated, many are looking to their CDPs to go beyond data management and simple segmentation.

Data 296

Data eBook System Software 296

Experience Matters

JUNE 20, 2018

The most dowloaded content that I’ve published is our free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read by 10’s of 1,000s of people. ” We’ve developed an updated infographic that brings the laws to life.

Infographics 291

Infographics Customer Experience eBook Customers 291

Experience Matters

DECEMBER 31, 2014

Free eBook: People-Centric Experience Design. Free eBook: The 6 Laws Of Customer Experience (2008). As I’ve noted in parenthesis, some of these posts were written in previous years. 14 Customer Experience Trends for 2014 (The Year of Empathy). 2014 Temkin Experience Ratings. Five Questions That Drive Customer Journey Thinking.

Net Promoter Score 254

Net Promoter Score Customer Journeys Infographics Customer Experience 254

Experience Matters

AUGUST 23, 2018

You can download the free eBook and see our infographic. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it. <<NOTE: Here’s an infographic that lays out all of the laws>> Read More.

Video 283

Video Infographics Customer Experience eBook 283

Experience Matters

SEPTEMBER 2, 2014

Free eBook. We’ll be publishing a new eBook, “ 25 Tips to Amplify Empathy ” that will be available to download for free. Anyone who attends one of the two Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Excellence, 2014. New CX Infographic.

Groups 255

Groups Infographics eBook Tips 255

InMoment XI

APRIL 11, 2022

For more on upgrading customer experiences in e-commerce, check out this eBook “ 4 Digital Quick Wins ” . As a final step, adding in operational data like customer value and segmentation will allow you to be really targeted to the best place to trigger a digital intercept along the customer journey.

Tips 370

Tips Data Customer Experience Roadmap 370

NICE inContact

OCTOBER 24, 2021

If you need help escaping the monsters lurking in plain sight that want to spend your digital transformation strategy and change management, the eBook Change management blueprint for contact center digital transformation can make the process easier.

Contact Center 252

Contact Center eBook Consulting Management 252

InMoment XI

JANUARY 6, 2022

However, there are actually quite a few factors that organizations need to look at while weighing an incentives program, not the least of which is ensuring that such programs aren’t subject to abuse or distortion ( check out this eBook to read about the cons of incentivizing your CX program). Let’s go through them!

Rewards Programs 370

Rewards Programs eBook Report Feedback 370

NICE inContact

OCTOBER 19, 2021

Download our new eBook, Change Management Blueprint for Contact Center Digital Transformation, for expert advice about change management best practices. Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Leading them to the end state requires a thoughtful and organized approach.

Customer Centricity 241

Customer Centricity eBook Contact Center Technology 241

InMoment XI

AUGUST 31, 2022

Click here to read our full-length eBook on how banks like yours can use surveys to meaningfully improve experiences, strengthen your bottom line, and build meaningful relationships with customers! Hot alerts, contextual survey deployments, and being able to analyze unstructured survey feedback can help take your bank straight to the top.

Banking 370

Banking Survey How To eBook 370

InMoment XI

FEBRUARY 22, 2022

For more information on text analytics, check out this eBook! By being open to change and by constantly onboarding new features, you have a real opportunity to stay ahead of the competition by keeping focus on continuous Experience Improvement (XI).

Analytics 370

Analytics Software Tips eBook 370

InMoment XI

MAY 18, 2022

We just published an entire eBook on the subject— click here to check it out! This approach creates a 360-degree view of your customers and experience, an understanding that your organization can leverage to reduce friction, boost retention, and create a meaningfully improved experience. Want to learn more about improving customer retention?

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

InMoment XI

OCTOBER 5, 2023

Click here to learn even more about these processes in our full-length contact center eBook. Gathering intel and opinions from all these folks will give you chances to improve both your contact center and your overall customer experience, strengthening human connections and your bottom line.

Contact Center 364

Contact Center Self Service How To Call Center 364

BlueOcean

JUNE 13, 2017

Our latest eBook is your guide to everything you need to know about hiring contact center agents. Frontline agents are the backbone of customer service. So, when you’re knee-deep in the discovery and procurement process, you need to be asking the right questions about what hiring those agents looks like. Why Gamers Make Great Agents.

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Contact Center eBook Loyalty Brands 189

NICE inContact

AUGUST 10, 2021

And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Simply put, applying customer empathy means understanding and integrating your customer’s expectations. Get your copy now.

Customer Satisfaction 202

Customer Satisfaction eBook Customer Journeys Customers 202

NICE inContact

DECEMBER 27, 2021

This eBook is packed with insights from industry experts that will help you optimize your agents' skills. Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World."

Training 200

Training eBook Contact Center How To 200

InMoment XI

DECEMBER 23, 2021

Learn everything you need to know about text analytics in this eBook. It’s obvious that text analytics are vital, but in an industry full of jargon, claims about accuracy, and a huge amount of conflicting data, how can you tell what solution attributes will be the best for your company? Step #4: Transform.

Customer Experience 397

Customer Experience Analytics eBook Survey 397

InMoment XI

OCTOBER 10, 2022

Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score. (Source: InMoment ) The average American company scores less than +10 NPS, while the highest performing organizations are situated between +50 and +80. Source: Reichheld via CheckMarket ). Learn how to modernize your NPS program for growth and higher loyalty.

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368

GetFeedback

MAY 2, 2019

The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? We show you how to clearly tie your CX initiatives to ROI by figuring out the amount of revenue each issue is worth to the business in our eBook. It’s even harder when you don’t have business buy-in.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

TechSee

JULY 18, 2019

In a newly published eBook, we take a deep dive into how businesses can provide effortless experience to their customers in order to boost loyalty. The eBook offers a wide range of tactics, tools and technologies that can streamline the customer journey, eliminate processes that waste their time or create duplicate work.

Self Service 207

Self Service Customer Experience How To Contact Center 207

BlueOcean

OCTOBER 31, 2017

Our latest eBook provides a look behind the scenes in HR and Workforce Management. Maintaining an efficient and effective outsourced contact center while simultaneously wowing your customers requires robust, effective workforce management in tandem with a comprehensive understanding of the big picture. 3 Ways to Empower Call Center Agents. •

Contact Center 50

Contact Center eBook Call Center Management 50

InMoment XI

NOVEMBER 25, 2021

Check out this eBook, “How to Improve Customer Retention & Generate Revenue with Your CX Program”. Of course, this might lead to a slightly less accurate predictive model, but the trade off is worth it, because what good is an accurate prediction if you cannot take effective action on the back of it?

eBook 370

eBook Case Study Exercises Customer Retention 370