Thu.Jan 23, 2020

Why Your CX Job is Probably on the Line This Year

Beyond Philosophy

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year?

Engaging Playfully with Consumers to Stand Out Online

NetBase

There’s a time and place for humor – and online provides ample opportunity to capture those moments. Brands monitoring social media with next generation AI-powered social listening are taking full advantage of all online offers by engaging playfully, and relevantly, with consumers in real-time.

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How to Grow Your Customer Experience Career, with Rhianna Albert

Smarter CX

If you’re wondering how a customer experience job can evolve, check out this interview with Rhianna Albert, who grew her career from a system admin to director of consulting. Here’s how Rhianna successfully made the jump and how she grew her visibility in the industry. What do you like most about your current role and responsibilities? In my current role, I work for eVerge Group, an Oracle Platinum Partner.

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Innovation Lessons from the Miracle Mets of 1969: Part 2 of 3

MaritzCX

How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago The New York Mets of 1969 Even if you’re not a baseball fan, the magical tale of the Miracle Mets of 1969 is captivating. It’s one of those, “you’d never believe it if it didn’t actually happen” stories that.

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.

Still Unsure about CCPA Compliance? We Can Help

Vision Critical

We’ve passed the threshold of January 1, and a lot of businesses are still confused about CCPA compliance. If you're feeling this way, you're not alone. The New York Times reports that even major tech companies interpret the law differently.

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501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at 501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting.

The Top 7 Churn Management Strategies for B2B Enterprises

Totango

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.

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What is Customer Value and How to Create It

ProProfs Chat

If I were to ask you what is customer value, what would you say? How loyal are they to your brand? How much do they spend on your products? Or any profit you reap from your customers? I’d say you are spot on. .

Dry January 2020: 3 Beverage Brands Successfully Riding the Wave

Brandwatch CX

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.

LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020

ClientSuccess

Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. .

How SMUD Crowdsourced Their Marketplace Solution

Uplight

Have you seen Smart Energy Consumer Collaborative’s latest case study on SMUD, “Engaging Customers Through a One-Stop Digital Platform”?

HOW TO SET GOALS WITH EMPLOYEES (AND ACHIEVE THEM) FT. SUNNY VERMA

Michel Falcon Experience

BREAKING IT DOWN EPISODE 2 FT. Sunny Verma the CEO of TutorBright. In Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. I HAVE NOT BEEN PREPPED. What does this mean?

LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020

ClientSuccess

Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. .

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.

Tips for a Successful Small Business

Magellan Solutions

Being an entrepreneur means becoming a trailblazer. There is always the need to forge ahead to stay in the competition and make it grow, regardless of its size. This post offers useful tips for a successful small business and the necessary steps in achieving both short- and long-term goals.

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Announcing the first winner of the #LoveLocal grant

FiveStars

We’re proud to announce that Hawaii-based Kalapawai Market has won the first #LoveLocal grant! They will receive $5,000 and a year of free Fivestars to help recover after a devastating burglary on Thanksgiving Day. Our company was founded with a strong belief in giving back.

LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020

ClientSuccess

. Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. .

Dismantling Data Silos for Great Customer Experiences

Blueshift

Configuring, or even understanding your customer data as a whole can feel a bit like building Ikea furniture. Nothing seems to fit together, captions are in a language you don’t speak, and somehow you ended up with extra pieces (which both terrifies and confuses you).

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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.

5 Days, 6 Usability Tests, and 1 Great Solution

Optimove

You can’t sprint a marathon, they say. Challenge accepted; we say. Introducing: The Design Sprint.

4 Ways to Kick-Start Intelligent Process Automation in 2020

Bizagi

What are your plans for Intelligent Process Automation in 2020? IPA gained recognition in 2019 as a way to help organizations take their digital transformation to the next level. Now, IPA is set to gain notoriety, with Deloitte hailing 2020 as “the breakout year for intelligent automation.”.

3 Considerations When Implementing a Conversational AI Application

Interactions

This blog was written with help from Sheetal Sekhar. Conversational AI is a subset of artificial intelligence (AI) that refers to building a voice or text assistant that can engage in human-like dialogue, capture context, and provide intelligent responses.

APAC Credit Cards: How Can You Create Incredible Customer Experiences?

Brandwatch CX

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.

Don’t Put All Your Eggs in One Basket.

Ann Michaels and Associates

Why not? If you carry them carefully they may not break. But one little bump in the road could ruin everything. We use this expression for multiple reasons. Perhaps your stock broker has used it as a pitch for the importance of financial diversification.

Team Collaboration Tools and Strategies to Improve Your Business Culture

Ecrion

Without question, team collaboration is the lifeblood of your business. Studies show that greater than 64 percent of people in the workplace stuck to work tasks when they involved collaboration, as opposed to solo activities.

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Confirmit Release Delivery Modes: Which One is Right For Your Business?

Confirmit

Confirmit Horizons™ is our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. It provides you with richer insights, so you can make smarter decisions and react faster to business needs.

Why Building a Community Is Crucial for Your Brand

LiveChat

Unless you’re in the middle of nowhere, there are probably a number of different products around you. Whether it’s a chair you’re sitting on, a computer you’re using for work, or a favorite mug sitting on your desk. What’s the first thing that jumps into your mind when you think about those items?

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.