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?

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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

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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.

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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

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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. .

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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.

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.

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?

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.

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.

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.

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.

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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.

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.

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.

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.

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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

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

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.

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

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A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.