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

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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. Customer-Based marketing is using data-driven customer- segments to determine the most effective communication.

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. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007.

Course 148

Why Is Patient Engagement Important? | 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.

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 210

More Trending

6 Ways Condé Nast Uses an Insight Community to Drive Value

Alida

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

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!), 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'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. We’re inviting customers, prospects, and thought leaders who are driven to build better customer experiences faster – and that includes you!

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. 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?

Video 65

How Call Lifecycle Details Help Increase Customer Satisfaction

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!

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. Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture.

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

Brandwatch CX

React

Data 52

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. Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture.

How understanding customer emotions helps us improve employee experience

MyCustomer

Engagement How Emotive CX improves employee experience

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

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!

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? 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.

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. Tester communication encompasses interactions at every stage of your project, starting at recruitment and continuing to test closure.

Spring Break Sentiment is Shaky This Year

NetBase

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.

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.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

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.

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!). 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.

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. 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.

How We Emphasize in UX Matters

dscout People Nerds

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

61

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 Best Sales Forecasting Models for Weathering Your Goals

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!

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

Data 40

Marketing Automation Basics

SmartMessage Blog

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.

Test Featured Post 10

NetBase

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

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. 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.

Community: Executives, Take Note!

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.