Thu.May 09, 2019

In Mobility, Loyalty Strategy Will Decide Who Wins

Currency Alliance

Last December, a McKinsey report said that 2018 represented… “…a tipping point from thinking, talking about, and planning for future mobility to implementing it.…when

CX Professionals Talk About 3 Strategies to Drive Action

MaritzCX

At a recent MaritzCX event, we held an interactive power hour facilitated peer-to-peer discussion about creating a strategic action plan to generate the expectations and actionability of insights.

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

When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things.

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

The “What’s Next” of Journey Mapping

IntouchInsight

CX thought leader, Jeannie Walters, shares tips for getting the most value from your journey mapping initiatives

Tips 245

More Trending

The Shutdown and the Storm: CXone Provides a Welcome Tool for the State of Michigan

NICE inContact

Michigan’s Department of Health and Human Services (DHHS), Integrated Services Delivery (IDS) is the state agency that manages the entire process for benefits administration — from application and qualification through delivery. Although the state of Michigan maintains 14 different contact centers for different agencies, DHHS/IDS didn’t have a dedicated contact center.

Tools 131

New and Improved: GetFeedback Actions

GetFeedback

Surface time-sensitive customer feedback and take immediate action to enhance the customer experience. It’s often said that “talk is cheap but actions are priceless.” In this case, collecting customer feedback is easy but taking action is where the real substance lies.

The Intuitive Customer by Colin Shaw and Ryan Hamilton (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Intuitive Customer by Colin Shaw and Ryan Hamilton. Check out the video below to hear Adam’s one win that you can take away from The Intuitive Customer to improve your organization’s customer experience and customer service.

New and Improved: GetFeedback Actions

GetFeedback

With GetFeedback Actions, companies can surface time-sensitive feedback and prompt quick action from internal teams to enhance the customer experience. Articles

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

The Secret To Create Extraordinary CX Memories

Survaider

Customer Experience

Enterprise Chat Software: Understanding its Role & Benefits to Boost Your Business

ProProfs Chat

You must have noticed some of your visitors leave the website without making a purchase. Ever wondered what leads to such a result? Even with the perfect marketing strategy in place, you get visitors on the website. But what about engagement?

Two Days to Journey Mapping Mastery

Heart of the Customer

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here.

Why are You telling only Half Your Professional Story?

One Millimeter Mindset

You know you are telling only half your professional story. Yet, the other half, the untold half of your story, dominates your head, doesn’t it? Perhaps that is why you remain unconvinced about the power of your own story.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Why You Need to Understand the Voice of the Customer

Customercount

It is the bad idea that causes me to be reminded that we should not talk to ourselves – we should be better listeners. We should be listening to the voice of the customer. Continue reading → The post Why You Need to Understand the Voice of the Customer appeared first on CustomerCount.

4 Key Benefits of Bizagi’s Cloud Solution

Bizagi

69% of enterprises are moving their business-critical applications to the cloud. This move demonstrates that organizations recognize the benefits that the cloud has to offer. Whether that’s added security, scale or the ability to roll updates out more quickly with no downtime.

Modern Apps and Hybrid Cloud—The Perfect Combo

datastax

Modern apps and hybrid cloud have become buzzwords in the database community. Buzzwords can sometimes be misleading as they don’t always pertain to things “buzzworthy,” but in this case, both modern applications and hybrid cloud are deserving of their buzzword status, and they also happen to be complementary, each allowing the other to be powerful tools for digital transformation. But first—let’s make sure we are clear on our definitions. What is a modern application?

10 Top Moments From NYK Chicago 2019, For Those With FOMO

Brandwatch CX

74

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Customer Success Leading Indicators and 3 Ways to Turn Around a Failing Product

ClientSuccess

In the world of SaaS products, there are plenty of ups and downs. Every product goes through the process of checks and balances, and sometimes there are more downs than ups. Just because you have a ‘failing’ product doesn’t mean it’s time to pack up shop.

Essential Topics for Your Customer Service Team’s Learning Library

PlayVox

A Learning Management System (LMS) is a must for call center and customer-service managers looking to improve their teams’ performance , but what topics should your learning materials actually cover? It’s not an easy question to answer, and there’s no one-size-fits-all solution.

Fivestars Pay: a new way to turn payments into automated growth for your business

FiveStars

Today we’re proud to launch Fivestars Pay—a payment processing service that integrates Fivestars with point of sale systems and makes the program easy, automatic, and three times more powerful. By combining payments, loyalty, and marketing automation, Fivestars is helping local businesses drive customer loyalty at rates that significantly exceed those of big chains. All local […].

Define Your Payment Strategy For B2B eCommerce In China

Forrester's Customer Insights

As the world’s largest eCommerce market, China appeals to global B2C and B2B brands alike. But China’s B2B eCommerce market is not as mature as the consumer space, and neither is its B2B payment.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

From Customer Journey Mapping to Journey Orchestration – Aus Webinar

inQuba

On the 9th May 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration. Our industry expert speakers were Margot Birbeck (Director, inQuba Australia) and Antony Adelaar (Head of Product, inQuba). Questions that were addressed.

Help! How do I handle too many support tickets?

inSided

Let’s be clear, both customer service and customer experience are integral to business success, whether it be in B2B or B2C companies. As customer demands both evolve and increase, so too do the ways they must be handled.

B2C 52

Here’s What’s New from April 2019 | Kommunicate Product Updates

kommunicate

We pour a lot of passion and creativity into making our product better each and every day. The April version of the product release includes the Latest version of IOS and Android SDK’S, Bug fixes, Improved UX and feature releases.

70

Future Of Retail: How Brands Will Address Employee Experience In 2019

Forrester's Customer Insights

To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.