Thu.Feb 27, 2020

5 recent CX stories you should check out

iPerceptions

Based on how much Customer Experience (CX) in general evolved in the 2010s, it will be interesting to see where we will be just ten years from now. Customer Experience

Drive Growth with Customer Experience Analysis

ReviewTrackers

Product Updates

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Customer-Driven Marketing VS Product-Driven Marketing. Where Do You Stand?

Optimove

In retail, there’s a somewhat clear separation between two main marketing strategies: Product-Driven and Customer-Driven. They differentiate in focus; Product-Based marketing centers communications around items purchased, their availability, and their usability.

How to Prove the ROI of Your CES Efforts

GetFeedback

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles

ROI 274

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.

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6 Ways Condé Nast Uses an Insight Community to Drive Value

Vision Critical

As more and more companies put customers at the heart of business decisions, insights and feedback from hard-to-reach customers become pivotal to success.

Getting Over the “I Want It Now” Mindset

Beyond Philosophy

The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!),

Cyara's Xchange Roadshow Melbourne, March 18 - All the Juicy Details!

Cyara

Next month in Melbourne, Cyara is hosting Xchange 2020 Roadshow, a premier one-day event generously sponsored by our partners and friends, including Amazon AWS , Genesys , and Cloudwave. The schedule is packed full of valuable presentations, networking, panel discussions, and demos.

The 80/20 Rule by Richard Koch (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve your organization’s customer experience and customer service. About The 80/20 Principle.

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3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

5 best practices for a successful business transformation

Talkdesk

Change can be scary. For businesses especially, a radical change that impacts people, tools and infrastructure can have adverse business effects if it is not executed properly, resulting in increased cost, lost productivity and potentially lost revenue.

Is Discipline-Specific Terminology creating Storytelling Barriers?

One Millimeter Mindset

Today, let’s work on how your dependence on discipline-specific terminology creates storytelling barriers. We all do it: you, me, your colleagues, even your clients. We love to use our professional jargon. After all, we spent years learning it.

5 best practises for a successful business transformation

Talkdesk

Change can be scary. For businesses especially, a radical change that impacts people, tools and infrastructure can have adverse business effects if it is not executed properly, resulting in increased cost, lost productivity and potentially lost revenue.

Online Dating: Conversation Starters For Each Platform, Found Using Social Data

Brandwatch CX

React

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ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

How understanding customer emotions helps us improve employee experience

MyCustomer

Engagement How Emotive CX improves employee experience

One of My First (and Most Memorable) Business Lessons

Michel Falcon Experience

Shortly after leaving university and joining 1-800-GOT-JUNK? the company welcomed a new leader to my department, the call centre. This leader’s name was Patrick Louis. Michel Falcon (Left) & Patrick Louis (Right) in Toronto, ON. The 1-800-GOT-JUNK?

5 Ways to Manage Incoming Emails

Inbenta

Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!).

Engagement Workshop: Identifying Tester Communication Problems

Centercode

Maintaining tester engagement is one of the most persistent challenges facing today’s Customer Validation (CV) professionals. More than half of professionals are having issues securing useful feedback. In connection to this, half also reported challenges when it comes to tester communication.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Using Artificial Intelligence to Build a Great Future for CX

CSM Magazine

AI is already here and it’s revolutionising the way businesses manage their data to transform the customer experience (CX). Henry Jinman says it pays to tread with caution, despite all the success stories and shares his top three tips for before you begin.

How to deliver customer experience in the 2020s

MyCustomer

Download this Guide. Lead goal. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource

The evolution of analytics in the Contact Centre

XMplify

In my last blog, I made reference to using data and insights to understand where you are today with Experience Management (XM), where you want to be tomorrow (and why), and what it's going to take to get there

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Tips to Manage Anxiety and Stress

CSM Magazine

There is a popular question among many young people about how to avoid stress in daily life. The answer is indistinct because everybody needs an individual approach, which is what just about every essay about handling stress will emphasize.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Many Internet of Things projects fail — PGE’s approach could change that for utilities

Lenati

Before our client Portland General Electric (PGE) began introducing smart meters years ago, it made a critical decision: to test the meters in select neighborhoods and prove the meters’ efficacy for lowered operational costs, better customer service and reduced customer rates.

Tips to Manage Anxiety and Stress at Work and Study

CSM Magazine

There is a popular question among many young people about how to avoid stress in daily life. The answer is indistinct because everybody needs an individual approach, which is what just about every essay about handling stress will emphasize.

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How We Emphasize in UX Matters

dscout People Nerds

Social UX researcher Alba Villamil tells us how designers can better impact disadvantaged communities

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3 CX Metrics to Live By in 2020

Smarter CX

Companies collect a plethora of customer data, but not all of it is meaningful. Here’s what experts say are 3 of the most important elements that will provide insights for driving positive CX. Net Promoter Score. As explained in a Smart Insights blog , Net Promoter Score (NPS) was designed to replace long surveys with a simple measure of customer experience — how likely a customer is to recommend an organization, product or service to others, based on a 10-point scale.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.