Wed.Sep 18, 2019

6 Core Emotions in Customer Experience and Why They Matter

NICE inContact

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun.

On their Terms: Evolving Customer Success for Millennial B2B Tech Buyers

Lenati

We’ve talked in past posts about how Millennials are stepping into B2B buying roles and overturning traditional ideas about how buyers want to interact with technology companies. But what about after the sale has closed?

B2B 60

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

4 ways to drive recognition in your customer service team

Eptica

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Published on: September 18, 2019.

Best Customer Experience Examples According to Experts

Survicate

The post Best Customer Experience Examples According to Experts appeared first on Survicate. Best Practices

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Proactive Customer Support and its Benefits

kommunicate

Everyone one of us already aware that customer experience plays an important role in the current competitive market. Gartner’s report also says that 80% of businesses are going to compete based on customer experience in upcoming days.

More Trending

Why an Effortless Experience Isn’t Enough for Customer Loyalty

GetFeedback

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience.

How to Use Your Sparq Insight Community for Your Design Sprint

Vision Critical

Product professionals are increasingly leveraging the design sprint process to expedite their innovation with reduced risk and investment. Best Practices Customer Insights Innovation Insight Communities

How To 184

Go Beyond Surveys to Understand Customers’ Lives

Customer Bliss

Today, I’m thrilled to bring you an on-the-road edition of my Daily Dose series. I was recently at a special CXPA member event at the Columbus Metropolitan Library, where I spent some time with Alison Circle, chief experience officer of the Columbus Metropolitan Library. .

Survey 164

Yes is More Than an Answer. It’s an Attitude!

ShepHyken

Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

AI in the Contact Center – When and Where?

NICE inContact

Artificial Intelligence (AI) in the contact center. Does this phrase elicit excitement or many questions? To some, AI in the Contact Center , conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI. They are creating a strategic roadmap for acquiring and broadly deploying AI call center software. Regardless, it is important to.

After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed.

Artificial Intelligence (AI) Brings Flexibility, CHOICE for Modern Consumers

Talkdesk

Customers want freedom to move, freedom to choose, and the freedom to create their own experience. We all know the tried-and-true approach of “if you don’t like the answer, call back and get someone else”.

Book Review: The Non-Obvious Guide to Emotional Intelligence

Joe Rawlinson

Emotional intelligence is more than simply focusing on your own emotions. It is how you interpret the emotions of those around you, how you read the room and identify the type of audience that you’re talking with so that you can address them accordingly.

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.

Packing More Than You Can Deliver into Your Sales Story?

One Millimeter Mindset

More Than You Can Deliver storytelling is easily dismissed as both incredible as well as un-credible. First, you promise to deliver products, solutions, services and programs exceeding your professional capabilities.

Sales 84

The ‘Uberization Event’ – London – 26th September 2019

CSM Magazine

‘Uberization’ is now listed in the Cambridge dictionary. And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair.

4 Great TED Talks on the Power of Context in Data Analysis

iPerceptions

Data is everywhere. We’ve never had so much of it at our fingertips. We now have data on pretty much anything imaginable. But Customer Experience (CX) professionals face a pivotal challenge from this abundance of data.

Millennials and Generation Z are Reshaping Customer Support

UJET

Consumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases. Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing.

B2C 79

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Do You Have A Relationship Building Strategy?

The DiJulius Group

The following is content taken from John’s new book The Relationship Economy, Building Stronger Customer Connections In The Digital Age.

Will Technology Kill the Research Star?

Chadwick Martin Bailey

Notes from WIRe’s New Directions in Market Research. CMB was thrilled to host and co-sponsor WIRe’s (Women in Research) lively panel this week: New Directions in Market Research.

15 Fashion Influencers to Watch from London Fashion Week 2019

NetBase

London’s Fashion Week was, of course, an online sensation. Even if you’re not interested in any of it, avoiding mention of this coming Spring’s top looks required effort. And that’s because those involved in the Fashion Week are promotional pros, with powerful influencers among them.

Top 5 CX Challenges and How to Solve Them

Pointillist

By Steve Offsey Exceptional customer experience has never been more important than it is today. Nevertheless, most CX teams continue to face daunting CX challenges.

ROI 88

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

Excelling at Customer Experience: An E-Commerce Perspective

Survicate

The post Excelling at Customer Experience: An E-Commerce Perspective appeared first on Survicate. Best Practices Customer satisfaction

Success Strategies Edition 2019 IX

Daniel Group

Welcome to Success Strategies. “Autumn shows us how beautiful it is to let things go?” ” Oscar Wilde. What do you need to let go of this fall in your perceptions about customer services? Is it the belief that customer experience doesn’t impact your company’s bottom line?

Wootric Announces New AI Insights and Global Targeting for Enterprise Customer Experience Champions

Wootric CX Blog

With new product enhancements, Wootric empowers CX champions to evangelize and democratize insights from customer and employee journey feedback, at scale.

How Will Artificial Intelligence Customize Your Business Services?

Smarter CX

Artificial intelligence is no longer on the sidelines of the business world, restricted to exploratory projects or in-house experiments affecting only a small aspect of operations. It’s now a force to be reckoned with, and it’s one that is increasingly powering customer experience solutions for companies across a wide range of industries.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Partners Thank You

Optimove

Thanks! We have received your note. A member of our team will be in touch with you shortly! Recommended Content. 75% decrease in cost per acquisition. 22% Increase in Average Order Amount. 35% Increase in Email Open Rates. Average Monthly Uplift in Deposits. The post Partners Thank You appeared first on Optimove

40

5 New Features Available in Khoros Communities

Lithium

We’re thrilled to announce significant new enhancements to our industry-leading online community solution Khoros Communities.

Joyn

Optimove

The post Joyn appeared first on Optimove. customers