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.
Thu.Feb 27, 2020
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Customer-Driven Marketing VS Product-Driven Marketing. Where Do You Stand?
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.
How to Prove the ROI of Your CES Efforts
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.
The Ultimate Guide to Monetizing Customer Learning
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
My Manifesto: Experience Matters
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.
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Getting Over the “I Want It Now” Mindset
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. .
6 Ways Condé Nast Uses an Insight Community to Drive Value
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.
One of My First (and Most Memorable) Business Lessons
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).
Cyara's Xchange Roadshow Melbourne, March 18 - All the Juicy Details!
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!
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
The 80/20 Rule by Richard Koch (a One Win Book Review)
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.
Customer Experience KPIs: The Hall of Fame
Feedbackly
FEBRUARY 27, 2020
Do understand the KPIs that you’re measuring? Think about that question for a few seconds. Most people would answer, “Yes of course, why else. The post Customer Experience KPIs: The Hall of Fame appeared first on Feedbackly.
5 best practices for a successful business transformation
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.
Is Discipline-Specific Terminology creating Storytelling Barriers?
One Millimeter Mindset
FEBRUARY 27, 2020
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. And now, all those big fancy words and acronyms – the hallmarks of our respective professions – just roll off our tongues.
11 Tips to Drive Learning Content Consumption
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
How We Emphasize in UX Matters
dscout People Nerds
FEBRUARY 27, 2020
Social UX researcher Alba Villamil tells us how designers can better impact disadvantaged communities.
5 Ways to Manage Incoming Emails
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.
How to deliver customer experience in the 2020s
MyCustomer
FEBRUARY 27, 2020
Download this Guide. Lead goal. 300. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.
Add Rich Response Button Using Dialogflow Fulfillment
kommunicate
FEBRUARY 27, 2020
Dialogflow fulfillment is a service that is deployed to exchange data for implementing your business logic. You can also use it to add rich responses in your bot. Dialogflow fulfillment supports rich responses including buttons, links, images, cards, etc. In this post, we’ll learn how to add a rich response button using Dialogflow fulfillment.
How Retailers Are Transforming Customer Experiences with Data & AI
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
FREE EBOOK – How to Build a Customer Experience Strategy
Feedbackly
FEBRUARY 27, 2020
How do you create an effective customer experience strategy? It’s definitely not a short-term plan. Building a CX strategy takes effective planning, management of. The post FREE EBOOK – How to Build a Customer Experience Strategy appeared first on Feedbackly.
3 CX Metrics to Live By in 2020
Oracle
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.
Engagement Workshop: Identifying Tester Communication Problems
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.
Spring Break Sentiment is Shaky This Year
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.
10 Questions to Ask Before Buying an LMS
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
5 best practises for a successful business transformation
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.
Engagement Workshop: Identifying Tester Communication Problems
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.
The evolution of analytics in the Contact Centre
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.
Confirmit ACE Awards: Tricks, Tips, and a Word on “Passion”
Confirmit
FEBRUARY 27, 2020
I’ve been lucky enough to take part in a number of industry awards events over the last couple of years. To be clear, by ‘lucky’ I’m absolutely not referring to the part that involves lots of enforced grinning and – shudder – networking. Actually, the networking bit isn’t too bad once I man up and get on with it.
Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Test Featured Image 23
NetBase
FEBRUARY 27, 2020
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Tips to Manage Anxiety and Stress
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.
Featured Image Test 5
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 Featured Image Test 5 appeared first on NetBase.
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