Experience Matters

APRIL 12, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry.

Industry 145

Industry Transportation Effort Score Consumers 145

IntouchInsight

APRIL 12, 2018

There are several trends occurring across the world that are contributing to hyper-competition around customer experience. Increasingly educated and connected, consumers are empowered in their purchase decisions and expect consistent, high-value experiences. Research firms such as Forrester and Gartner have coined this as the “Age of the Customer,” as superior customer experience is one of the few remaining means of sustainable competitive differentiation for companies.

How To 120

How To Trends Connections Consumers 120

Vonage

APRIL 12, 2018

For Gainsight CEO Nick “Block Chainz” Mehta, Customer Success isn’t just business; it’s personal. This philosophy provided the inspriation for his opening keynote – and rap performance – at Pulse 2018, Gainsight’s annual conference for Customer Success professionals to share best practices, learn about new developments and network with peers in the industry.

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Customer Success Contact Center Conference Sports 120

Experience Matters

APRIL 12, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Toyota and Honda for delivering the best customer experience across auto dealers.

Industry 120

Industry Effort Score Consumers Survey 120

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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.

Customers

Oracle

APRIL 12, 2018

The SmarterCX team explored the floor at Modern Customer Experience, talked with exhibitors about their cool, innovative technology and how they’re elevating customer experiences. Here are some of our favorite showcases. Live from the floor at #ModernCX , the #SmarterCX team chatted with Chicago-based canine therapy org @CTCorps and their adorable pups. pic.twitter.com/5Q0Xxw0znT. — SmarterCX (@SmarterCX) April 12, 2018.

Hospitality 75

Hospitality Innovation Technology Communication 75

Truthlab

APRIL 12, 2018

Reading Time: 3 minutes It’s been one week since you released the feature your customers have been requesting for over a year. As the product owner, you feel dread as you look at the analytics and see a low adoption rate. You’re left wondering, “Why is adoption so low if this feature was always requested in all of our […]. The post Don’t Trust What Your Users are Saying appeared first on truthlab.

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Analytics Customer Experience Design Customers Customer Experience 59

Magellan Solutions

APRIL 12, 2018

A well-modulated voice is one of the best qualities of a good representative. Like singers, lawyers, teachers, and preachers, the voice is an asset — a capital that enables them to earn a living. Call center agents communicate mostly by phone, thus using their voice on a regular basis and for long periods. Being frequent voice users, however, expose them to greater risks of voice problems.

Call Center 61

Call Center Training Report Tips 61

ForeSee

APRIL 12, 2018

There’s a lot riding on your Net Promoter Score?: It’s a closely watched KPI that drives retail strategies and influences how your brand invests its resources. Just out today, the. The post Who’s Winning on Retail NPS? Our New Report Ranks 50 Leading Brands appeared first on ForeSee.

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NPS Net Promoter Score Retail Report 56

CSM Practice

APRIL 12, 2018

Day two at Pulse proved to be another one of learning, with a focus on a few key themes, including a strong tie to customer business outcomes. Here were my top takeaways: Every customer outcome should be concluded with a value realization step. Have the customer specifically acknowledge that they’ve seen the value in order to close the loop. Develop a process around a success plan handoff pre to post-sales.

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Conference Sales Customer Success Customer Journeys 49

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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.

Communication

Happy or Not

APRIL 12, 2018

Cats members and supporters will have the opportunity to provide instant feedback through the innovative HappyOrNot Smiley Terminals which have been installed in preparation for this Sunday’s first game at GMHBA Stadium for 2018. A simple way for fans to provide feedback, the HappyOrNot terminals will be a permanent fixture at GMHBA Stadium, home ground […].

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Feedback Innovation 50

delighted

APRIL 12, 2018

We’re excited to announce that Delighted has been acquired by Qualtrics, the world leader in enterprise customer experience management. Qualtrics serves many of the largest, most sophisticated global organizations. Joining forces will allow Qualtrics and Delighted to serve organizations of all shapes and sizes, from the newly founded company to the Fortune 50.

Innovation 42

Innovation Customer Experience Management Resources Interaction 42

Lithium

APRIL 12, 2018

The Knowledge Management team is excited to announce that today we are launching the new Support Center in the Lithium Community. Content from the FAQs section of Product Documentation will be migrated to the Support area. This space will feature frequently updated help articles to assist you with troubleshooting, organized by product for your convenience.

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Management Customers 40

Confirmit

APRIL 12, 2018

Confirmit provides a holistic VoE solution that covers all aspects of the employee experience and provides a continuous flow of insight to inform your people decisions. Our one-platform solution incorporates touchpoint surveys aligned to the employee lifecycle, pulse surveys for monitoring key moments at work, and annual census programs focused on engagement, leadership or culture.

Touchpoint 40

Touchpoint Leadership Culture Analytics 40

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Tips

Lithium

APRIL 12, 2018

The Knowledge Management team is excited to announce that today we are launching the new Support Center in the Lithium Community. Content from the FAQs section of Product Documentation will be migrated to the Support area. This space will feature frequently updated help articles to assist you with troubleshooting, organized by product for your convenience.

Management 40

Management Customers 40

Confirmit

APRIL 12, 2018

Confirmit provides a holistic VoE solution that covers all aspects of the employee experience and provides a continuous flow of insight to inform your people decisions. Our one-platform solution incorporates touchpoint surveys aligned to the employee lifecycle, pulse surveys for monitoring key moments at work, and annual census programs focused on engagement, leadership or culture.

Touchpoint 40

Touchpoint Leadership Culture Analytics 40

Lithium

APRIL 12, 2018

The Knowledge Management team is excited to announce that today we are launching the new Support Center in the Lithium Community. Content from the FAQs section of Product Documentation will be migrated to the Support area. This space will feature frequently updated help articles to assist you with troubleshooting, organized by product for your convenience.

Management 40

Management Customers 40

Confirmit

APRIL 12, 2018

Researchers know that accurate results depend on accurate data. And in today’s diverse global business environment, research firms depend on translation services to bridge the linguistic and cultural gap ensuring the accuracy of your global research data. Confirmit surveys can be deployed in any language, including double-byte characters and right-to-left script.

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Customer Voice Culture Survey Data 40

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.

Retail

Quadient

APRIL 12, 2018

Top priorities for service providers today. Enterprises today are facing growing pressure from customers to digitize and streamline their processes and move from multi-channel to omnichannel platforms providing them with a better experience.

Multi-Channel 40

Multi-Channel Omni-Channel Customer Experience Customers 40

Oracle

APRIL 12, 2018

One of the top highlights this week: Cheryl Strayed, best-selling author of Wild (now a movie), took stage at Modern Customer Experience in Chicago to impart her wisdom on the crowd. One of the most interesting parts about it: Everything Cheryl learned while hiking over 1,000 miles on the Pacific Crest Trail back in 1995—an adventure few of us would be so willing to take—could be applied to not only how we approach our day-to-day lives, but how we think about developing customer experience strat

Leadership 40

Leadership Analysis Strategy Customer Experience 40

CX University

APRIL 12, 2018

The CXU Student Brief. March 15, 2018. Professional Development Corner. Time Management Tips for Online Learners Online courses allow students to learn anytime from anywhere. Sounds great, doesn’t it? However, what adult learners soon discover is the challenge of staying on top of the courses. Online learning provides flexibility, but you still need to work on your courses.

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Course Travel Customer Satisfaction Study 40

CSM Magazine

APRIL 12, 2018

Cindy Solomon reveals how leaders can play a key role in supporting their staff and customers in a crisis. 82 minutes…. This is how long I waited for a customer service rep at Virgin America when my flight was canceled. No I guess you’re waiting for me to rant about how unacceptable this wait was, and bellow about how Virgin America took their eye off the ball.

Leadership 40

Leadership Average Handle Time Airlines Metrics 40

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Training

dscout People Nerds

APRIL 12, 2018

Platform helps companies better understand people’s experience in the context of everyday life.

Company 40

Company 40

NICE inContact

APRIL 12, 2018

Buying a self-help book doesn’t do any good if you don’t follow the advice within it. Having a nutritionist develop you a tailored diet plan doesn’t do any good if you don’t follow the diet. It goes without saying that you only reap benefits from your investments if you actively utilize them! However, every day, contact centers make investments in technology but don’t fully leverage them to reap the desired business outcomes.

Contact Center 27

Contact Center Metrics Knowledge Base Trends 27

Brad Cleveland Blog

APRIL 12, 2018

The post Motivation and Engagement: Your Leadership Matters appeared first on Brad Cleveland.

Leadership 26

Leadership Engagement Employee Engagement Contact Center 26

NICE inContact

APRIL 12, 2018

Due to popular demand, we’ve expanded the Interactions.edu agenda and added select sessions to repeat on Thursday, May 17 , giving you more chances to experience the powerful and immersive sessions with an extra day of learning. As part of the Premium Pass, Interactions.edu sessions are structured to help you boost your knowledge, reach higher productivity and extract the most from your NICE solutions.

Conference 24

Conference Consulting Training Tips 24

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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?

Customer Experience

Brad Cleveland Blog

APRIL 12, 2018

Leadership 20

Leadership Engagement Employee Engagement Contact Center 20

Comm100

APRIL 12, 2018

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the 21st century, many companies are facing hordes of competition in almost every market. This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well.

NPS 155

NPS Measurement Effort Score Customer Experience 155

InMoment XI

APRIL 12, 2018

I like NPS. It’s simple. People understand it. They know what it means (maybe). And it helps Fred Reichheld pay his mortgage. But like an Adam Sandler movie, there needs to be more. In this week’s blog I try and make the case for going beyond a single metric like NPS. It certainly has benefits, View Article.

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Metrics Measurement NPS 227