Tue.Jul 09, 2019

3 Tips for Improving the Enterprise Customer Experience


What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy.

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Operationalizing XM: The Report

Experience Matters

Operationalizing XM | Qualtrics. Learn how to adopt the discipline of Experience Management in this free report. The post Operationalizing XM: The Report appeared first on Experience Matters. Customer experience Six XM Competencies XM - Experience Management

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Are You Overlooking Customer Experience Basics & Accidentally Neglecting Customers?


As a whole, we don’t really enjoy talking about customer experience basics. Instead, the conversation around CX often centers around the pull-a-rabbit-out-of-a-hat, OHMYGOD moments that amaze customers and offer those oft-discussed but hard-to-achieve moments of surprise and delight.

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How African Americans feel about taxes

QuestionPro Audience

The richest man in history was a king named Mansa Musa, who ruled most of western Africa in the 14th century.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Transitioning to the Cloud? Here’s Your One-stop Resource

NICE Systems

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. Some of the most exciting and useful information presented comes from NICE inContact users themselves. .

More Trending

10 Barriers to Customer Delight — and How Digital Customer Service Can Overcome These

NICE Systems

We talk a lot about delighting customers and how great digital-first omnichannel customer service software can help agents provide service that customers love — and do so more efficiently. But we’re practical too, and we know that delighting customers isn’t an end in itself because all businesses have to think of the bottom line. In fact, customers who are emotionally engaged with a brand are more likely to be loyal and are willing to spend more.

10 Call Center Mistakes to Avoid when Striving for Effortless Experience


According to Gartner , organizations should strive to deliver low-effort customer experiences because simplicity is the most significant driver of loyalty. In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have a low-effort experience.

How agent-facing AI can accelerate training and onboarding (With a Step-by-step checklist)


How does your contact center handle new starter training and onboarding? In my experience, most businesses fall into three camps: Trial by fire – give agents a manual to read, then throw them on customer queries and hope for the best. Outsource to colleagues – make training another agent’s responsibility, ask the new starter to shadow them, and expect the new hire to be ready in a week or so. Actual training – devoting resource (not just e-learning!)

Amazing Business Radio: Michelle Hayward


The Five Core Values of Company Culture. Creating Amazing Customer Experiences From the Inside Out. Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

How the Right FSM Solution Can Help You Be Best-in-Class


“The customer comes first.” “The The customer is always right.” These often heard slogans nod to the importance of customer satisfaction. But the field service industry hasn’t always been customer-centered.

Customer service goes down, complaints are going up

Helen Dewdney

Customer service is getting worse, according to the latest figures provided by The Institute of Customer Service (ICS). In figures released today, the ICS Customer Satisfaction Index (UKCSI) has shown an decline for the fourth consecutive year. And by a significant amount too. 14.3%

5 Customer Experience Success Metrics That Never Disappoint


Christian talks about the top 5 metrics that companies use to measure their CX improvements. Customer Success Customer customer journey Customer Service

Franchise Reputation Management: Tips to Help You Succeed



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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

The Science Behind How We Can Predict a Customer’s Likelihood to Renew


It’s basically the holy grail of subscription business: how can you accurately and scientifically predict whether a customer is going to renew or not?

2019 Social Analytics Guide to Influencer Marketing on Reddit


Reddit influence is one of the best kept secrets in many a brand’s marketing toolbox, primarily because it’s a tough nut to crack.

How Overstock.com Is ‘Breaking Out Of The Filter Bubble’


Article by Ernan Roman Featured on CMO.com.

3 Myths About Bringing Customers into Agile Development


Technology isn’t the only thing that’s evolving. Customer expectations for product functionality – and how quickly issues are resolved when they don’t meet expectations – have increased considerably in the past 20 years.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

5 Factors to Successfully Measure Employee Experience in Your Organization


Employee experience (EX) is quickly becoming a mainstay metric for businesses. Much like customer experience, EX is a critical factor for success with its ability to identify and drive impactful change within organizations. Because employees are the most prevalent factor in making–or breaking–memorable, positive experiences for customers. . 5 Elements for Employee Experience Measurement.

Are You Focused on What Matters Most to Your Customers?

Integrity Solutions

The greatest opportunity for moving the needle on customer loyalty—that critical factor for driving long-term growth and maintaining a competitive edge—isn’t going to be found in a piece of technology, or even a new product or feature.

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CX Thought Leaders July 2019


The contact center has become the inflection point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. Nearly half of the world’s contact centers have deployed cloud-based solutions and an additional third are in the process, according to IDC. I recently asked CX experts for their view on cloud migrations.

The Present is Also Female: A San Francisco Design Week Recap

Hero Digital

The workforce is changing. Not only is the future is female, but we should be reminded that the present is also female. This was most exemplified at our office during our “Creative Women, Creative Leadership” event for San Francisco Design Week.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

CSM from the Trenches: Mentors – Brett Andersen; Director, Client Success; Degreed


Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

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How Can Data Be Used to Improve Customer Experience?

CSM Magazine

Data has delivered so many benefits to businesses around the world. It can be used to better target new customers, help with product development and even boost customer experience. There are a lot of challenges faced by businesses when it comes to collecting and assessing data.

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Why in a Hybrid Cloud World, Developers Need Apache Cassandra™


Say what you’ll say about fads or trends, cloud is here to stay, and for many companies “the cloud” has now evolved into “hybrid cloud.”. But most organizations didn’t expect to be in hybrid cloud, and now that they’re here their application developers are facing issues they’ve never faced before—issues that require a powerful, flexible, always-on database like Apache Cassandra to resolve. .

How to Use Email Marketing to Drive More Customer Loyalty

CSM Magazine

Keeping a customer is cheaper than acquiring a new one. So how do you use email marketing to drive more customer loyalty? Here are some actionable tips to improve your strategy fast. For every organization, building customer loyalty is a constant goal.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.