5 recent CX stories you should check out
iPerceptions
FEBRUARY 27, 2020
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
iPerceptions
FEBRUARY 27, 2020
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
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Optimove
FEBRUARY 27, 2020
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. Customer-Based marketing is using data-driven customer- segments to determine the most effective communication.
Experience Matters
FEBRUARY 27, 2020
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. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007.
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
GetFeedback
FEBRUARY 27, 2020
So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alida
FEBRUARY 27, 2020
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. Global media company, Condé Nast , is one of thousands of global brands using an insight community to collect deep customer insights to fuel business growth. Check out these six ways Condé Nast uses their insight community , powered by Vision Critical, to drive value to the organization. Customer Insights Insight Communities
Beyond Philosophy
FEBRUARY 27, 2020
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!), a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. .
Cyara
FEBRUARY 27, 2020
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. We’re inviting customers, prospects, and thought leaders who are driven to build better customer experiences faster – and that includes you!
Customers That Stick
FEBRUARY 27, 2020
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. FROM THE PUBLISHER: The 80/20 principle is one of the great secrets of highly effective people and organizations. Did you know, for example, that 20 percent of customers account for 80 percent of revenues?
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Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
Talkdesk
FEBRUARY 27, 2020
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. Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture.
Brandwatch CX
FEBRUARY 27, 2020
React
Talkdesk
FEBRUARY 27, 2020
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. Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture.
MyCustomer
FEBRUARY 27, 2020
Engagement How Emotive CX improves employee experience
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Michel Falcon Experience
FEBRUARY 27, 2020
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? call centre consisted of a team of 100 call centre agents (not all scheduled at the same time) answering 1,000,000 calls per year (if my memory serves me correctly). The Scenario.
Centercode
FEBRUARY 27, 2020
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. Tester communication encompasses interactions at every stage of your project, starting at recruitment and continuing to test closure.
NetBase
FEBRUARY 27, 2020
Spring Break is time for college kids and families to escape for a bit from the stresses of everyday life, but sentiment around travel is a bit shaky this year. With social listening and market research , we’re seeing some stress accompanying the planning process right now, thanks to the Coronavirus. Those in the travel and tourism industry are taking note, of course. Being prepared to pivot as needed is important.
Smarter CX
FEBRUARY 27, 2020
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.
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
Inbenta
FEBRUARY 27, 2020
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!). A 24/7 channel: we can send emails whenever we need to and we can read the answer in detail whenever we want, which is not the case for phone calls. Confidence: unlike the phone, emails offer a formal way of communication with a person or company, which gives the user confidence.
CSM Magazine
FEBRUARY 27, 2020
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. No longer confined to the realms of science fiction, Artificial Intelligence (AI) is here and companies are waking up to the potential of machine learning to push the boundaries of customer interactions and drive effective CX strategies.
dscout People Nerds
FEBRUARY 27, 2020
Social UX researcher Alba Villamil tells us how designers can better impact disadvantaged communities
MyCustomer
FEBRUARY 27, 2020
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
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
XMplify
FEBRUARY 27, 2020
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
SmartMessage Blog
FEBRUARY 27, 2020
Marketing automation is becoming more popular among marketers of today. With a heavy weight of many different tasks on their shoulders, marketing people see automation as a skillful assistant in optimizing their workload and increasing efficiency. Marketing automation is a productive tool to align people, processes, and technology to achieve higher revenue and faster growth. It works with the technology that allows brands to streamline, automate, and measure marketing tasks and workflows.
NetBase
FEBRUARY 27, 2020
Spring Break is time for college kids and families to escape for a bit from the stresses of everyday life, but sentiment around travel is a bit shaky this year. With social listening and market research, we’re seeing some stress accompanying the planning process right… The post Test Featured Post 10 appeared first on NetBase
CSM Magazine
FEBRUARY 27, 2020
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. This problem also concerns people of different age groups, therefore let’s consider every possible scenario. Firstly, you have to accept that you can’t keep everything under control.
Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone
While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.
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