eBook: Humanizing Customer Experience

Experience Matters

To support this theme, over the past year we have conducted research and developed content – such as this eBook – specifically aimed at helping fellow CX professionals improve the world around us. In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act. The post eBook: Humanizing Customer Experience appeared first on Customer Experience Matters®.

eBook 179

Is a Strategic Contact Center Partnership Even Possible? [eBook]

BlueOcean

Grab your copy of our eBook to explore the following: Myth #1: Outsourcing Is About Cutting Costs, Not Adding Value. eBook] appeared first on.

eBook 160

eBook: 15 Tips for Engaging Employees

Experience Matters

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 279

eBook: 25 Tips for Amplifying Empathy

Experience Matters

That’s why we created this free eBook: 25 Tips for Amplifying Empathy. Download free eBook. The eBook discusses these tips from a wide variety of companies: The bottom line : Pick a few tips to replicate and amplify empathy in your organization. Happy CX Day 2014 !

eBook 278

Artificial Intelligence and the Customer Experience

AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? AI AIAI AI AI Artificial Intelligence: Helpful or Harmful for CX? There’s no denying that artificial intelligence (AI) is popping. up everywhere in consumers’ daily lives.

Free eBook: 25 Tips For Tapping Into Customer Emotions

Experience Matters

As part of our CX Day celebration, we’re giving away this free eBook: 25 Tips For Tapping Into Customer Emotions. Here’s the executive summary: Emotions play an essential role in how people form judgments and make decisions. Consequently, a customer’s emotional response to an experience with a company has a significant impact on their loyalty to […].

eBook 214

Forward To New eBook on Customer Success

Kerry Bodine

This is my forward to Guy Nirpaz’ s new eBook on customer success, Farm Don’t Hunt , available today on Amazon. The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships.

eBook 170

Free eBook: 25 Tips For Becoming A More Purposeful Leader

Experience Matters

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. Best Practices CCXP1 Customer-Centric Culture eBook Executive leadership Purposeful Leadership

eBook 64

[eBook] The 2016 Contact Center Buyer’s Guide

BlueOcean

That’s why we’ve accumulated our most read posts and consolidated them into our Contact Center Buyer’s Guide, an eBook that will assist you in your quest for the right contact center outsourcer. The post [eBook] The 2016 Contact Center Buyer’s Guide appeared first on.

eBook 156

The First Help.com Customer Service Ebook

Help.com

We put some quotes from our conversations into our first customer service ebook on the secrets of customer service excellence. Help.com Customer Service Ebook. Thoughts or questions about the ebook? The post The First Help.com Customer Service Ebook appeared first on Help.com Blog. We recently spoke with seven customer service leaders from HubSpot , Bonobos , Cater2.me , Volusion , Gazelle , Alert Logic , and Endurance about customer service.

eBook 100

[Free eBook] What's Driving Your Web Analytics?

iPerceptions

Today, every data driven organization lives and breathes web analytics, from page views to bounce rates to time on site. However, the reality is that web analytics only tells half the story. It can tell you what happened but it can’t tell you why it happened. Digital Marketing

eBook 107

The Top 3 Ways to Forecast for Your Contact Center

calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM). professionals are judged—some go so far as to say. it’s the foundation of contact center scheduling. But it’s not always easy. In fact, forecasting can.

Unlock the Value of CX eBook: Thought Leadership Delivers Insights, Results and Value

MaritzCX

Customer experience (CX) has been a part of business, well, since the beginning of time. It’s only been the last decade that an entire industry has boomed around it. There couldn’t be a more exciting time to be in the CX field. It’s recently come out of its infant stages and not only are we. View Article. General

eBook 200

Unlock the Value of CX eBook: Thought Leadership Delivers Insights, Results and Value

MaritzCX

Customer experience (CX) has been a part of business, well, since the beginning of time. It’s only been the last decade that an entire industry has boomed around it. There couldn’t be a more exciting time to be in the CX field. It’s recently come out of its infant stages and not only are we. View Article

eBook 200

FREE eBook: The Three E’s of a Game-Changing Customer Experience

Heart of the Customer

I am very excited to announce that an eBook co-authored by Jim Tincher as well as fellow CX experts Kaan Ersun and Nicole Geosits is now available for download! The post FREE eBook: The Three E’s of a Game-Changing Customer Experience appeared first on Heart of the Customer. Whether you’re new to CX or are well-versed in the subject matter, I urge you to have a look. You can download it for free HERE. In […].

eBook 65

Confirmit VoC for Business to Consumer eBook

Confirmit

In this eBook we’ll provide an overview of the critical customer experience challenges faced by B to C organizations, along with best practice tips for improvement, and success stories drawn from our customer base.

eBook 52

Confirmit VoC for Business to Consumer eBook

Confirmit

In this eBook we’ll provide an overview of the critical customer experience challenges faced by B to C organizations, along with best practice tips for improvement, and success stories drawn from our customer base.

eBook 52

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer. interactions is becoming more and more important.

Business-to-Business eBook to Voice of the Customer

Confirmit

In the Confirmit for B2B ebook, we’ll explore some of the ways Confirmit B2B Customers are maximizing their CX program ROI and provide best practice tips to show you how to leverage CX to drive business growth

eBook 52

Review: Micah Solomon’s new ebook: Culture Of Yes: Practices And Principles Of Great Hospitality

Bill Quiseng

So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it. And while this ebook is focused on those who are in the hospitality industry, I am sure that customer service professionals in any industry will benefit.

eBook 92

[Free eBook] The Definitive Guide to Customer Experience

iPerceptions

Today, customers are in control. With the rapid adoption of technology, customers now know more about your products, services and reputation than you do, and their expectations are higher than ever. Customer Experience

eBook 62

What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client’s Guide

BlueOcean

Our latest eBook is your guide to everything you need to know about hiring contact center agents. Agent Recruiting Call Center Agents Contact Center Outsourcing eBook Patty Isnor contact center agent customer service outsourcing recruiting agents

[EBOOK] The Definitive Guide to a Successful Voice of the Customer Program

iPerceptions

Voice of the Customer (VoC) provides you the ability to understand and anticipate your customers’ needs, wants, perceptions and preferences so you can better meet their ever-growing expectations. In the age of the Customer Experience (CX) , these insights are paramount to designing an online and offline experience that is superior to what your competitors are offering. Voice of the Customer

eBook 48

New ebook (free), ICMI’s Guide to Contact Center Metrics

Brad Cleveland

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here! Call Center Contact Center Customer Service Leadership Research/Statistics benchmarks Brad Cleveland efficiency Five9 ICMI leadership

eBook 24

How to use customer journey maps as a strategic customer experience tool

MyCustomer

Download the eBook

eBook 40

Amazon Publishing & Marketing: How To Do It Right - Frank Reactions

Tema Frank

Blog Canada Content Content Marketing Frank Reactions Podcast Internet Marketing Marketing Research Sales Shows Strategies Amazon blog book Brenda Collins business business strategy e-book e-marketing e-sales e-strategy ebook emarketing internet marketing interview make money online marketing online marketing online sales publishing sales sell on Amazon selling small business web sales

What Your Outsourcer Should Tell You About Managing Contact Center Agents: A Client’s Guide

BlueOcean

Our latest eBook provides a look behind the scenes in HR and Workforce Management. Trusting an outsourced contact center with your brand takes more than a well-crafted RFP.

eBook blog posts: 4 Ways to Create a Perfect Customer Experience

Customer Interactions

Customer service has come a long way since the 20th century, but maybe not long enough. Gone are the days of politely written letters from disappointed customers which only demanded polite replies and maybe a freebie thrown in to “keep the customer satisfied”. In the age of omni-channel customer experience, the torrent of customer demands can seem endless and the task of managing and effectively responding to customer needs looks almost impossible

eBook 28

What you need to know about the Consumer Rights Act 2015 digital content

Helen Dewdney

5) Replacement or repair is, generally, a first stage that must be gone through before any refund is payable if someone downloads an ebook for example and then insists on refund for any reason. The Consumer Rights Act 2015 comes into force on the 1st October 2015.

It is 6 Times More Expensive to Win a New Customer than to Retain an Existing One

Tricia Morris

Download this new eBook today to get expert suggestions on where your attention and budget should be focused in 2016: The post It is 6 Times More Expensive to Win a New Customer than to Retain an Existing One appeared first on Parature.

Exploring Data-Driven Customer Science in The Context of Great Customer Experience

SurveyGizmo

Customer Experience Uncategorized customer experience CX ebookThe following post is part of a series that will help inform readers about the importance of Customer Experience. The series will provide best practices and tactics for turning your customers into loyal advocates of your brand. I came across the term, “data-driven customer science” for the first time when I read it in an article that appears in the American Marketing Association.

eBook 54

Why winning on customer experience is the best strategy for retail banks (report)

ForeSee

Financial Services Research & CX Data banks ebooks Retail bankingThe retail banking industry is racked with challenges as consumers become more digitally demanding and less loyal. There’s also an influx in competition from financial-tech services, which has further disrupted.

An Emotional View of a Customer’s Experience

MaritzCX

Editor’s note: This is a chapter from the ebook Unlocking the Value of CX. You can download the entire ebook here. In today’s day and age, where companies and consumers impact the messaging of products and services (P&S), creating emotional connections is taking on more prominence. Studies indicate that positive emotions may have more of an impact. View Article

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Managing Infinite Customer Journeys

Optimove

Download the eBook: Managing Infinite Customer Journeys. In this eBook, we examine the two main approaches to customer journey mapping, discuss their advantages and drawbacks, and describe how focusing on customer micro-segments and predictive analytics delivers greater customer coverage with more relevant and effective messaging. Fill in the form to download the ebook now.

eBook 59

Five Steps to Uncovering the Real Customer Experience Journey

MaritzCX

Download the free ebook here. This post comes from chapter 8 of MaritzCX’s new book Customer Experience is Your Business. When I was growing up, a 50-cent, bottomless cup of coffee was the norm.

eBook 479

Bringing Personalization to CX

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Last summer my husband and I took our three girls to Walt Disney World. We visited along with approximately 48 million other people last year.

eBook 260

Bringing Personalization to CX

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Last summer my husband and I took our three girls to Walt Disney World. We visited along with approximately 48 million other people last year.

eBook 260

Dashboard and Reporting Techniques to Visually Communicate Complex Data

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.

Dashboard and Reporting Techniques to Visually Communicate Complex Data

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.

Software Solutions for Touchpoint Management

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit.

Software Solutions for Touchpoint Management

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit.

NextGen Healthcare’s VoC Program Improves Client Retention and Strengthens Client Loyalty

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.

5 Methodologies to Kick-Start Your CX Program

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge.

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