Wed.Oct 16, 2019

How Augmented Reality Can Change Customer Experience?


The post How Augmented Reality Can Change Customer Experience? appeared first on Survicate. Customer satisfaction

Scaling a Customer Centric Culture in Your Contact Center

NICE inContact

Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better.

The Survey Shouldn’t Be the Last Thing the Customer Remembers About You


I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.

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Retain Clients Who crave the Storytelling Experiences You Create

One Millimeter Mindset

When you create storytelling experiences your clients crave, your professional relationships move beyond transacting business. Instead, your relationships become transformational for you both. How do you get from where you are now, with your storytelling experiences, to where you need to go?

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.

This Is Why You Need To Listen Better

The DiJulius Group

*The following is an excerpt from my newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age. Which just hit #1 on Amazon!

More Trending

Acquisition Addiction’s Impact on Customer Experience ROI


Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8

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Cherwell Selects Talkdesk to Support their Mission of a Smarter Customer Service


Welcoming High Flyers From Oracle, Sage, and Salesforce to the Brandwatch Leadership Team

Brandwatch CX

Is the rise of SaaS putting software development in a permanent state of beta?


Software-as-a-service (SaaS) has offered the software development community new ways to create quality products—but have we missed a potential disaster in the euphoria of iterative and agile development methods?

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.

How to Create Reactive Content That Engages Your Audience

Brandwatch CX

10 Ways Live Chat Can Help you Grow your Business [Infographic]

Provide Support

Modern customers become more and more demanding. Together with high quality of products or services they expect excellent and smooth customer experience. However, without proper tools which help provide fast and efficient customer support, such excellence cannot be achieved.

Are Retail Banks Getting Smarter with Customer Feedback?


Customer feedback is crucial in any industry. Its true power lies in an institution’s ability to capture, understand and adapt to its clientele’s needs. But are retail banks getting smarter with customer feedback, or allowing it to fester unchecked? Let’s find out. Tracking Changing Consumer Habits.

Travel – dealing with a crisis


Date: Wednesday, October 16, 2019 Author: Pauline Ashenden - Marketing Manager Travel – dealing with a crisis. Published on: October 16, 2019. Author: Pauline Ashenden - Marketing Manager The collapse of Thomas Cook has ruined the breaks of hundreds of thousands of holidaymakers.

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.

Manners? Do they matter in business?

Helen Dewdney

Do you use manners? Basic “Ps & Qs”. When I go into a shop and ask anyone anything, I say “Please” somewhere in that sentence. When paying and taking my goods I say “Thank you” when given change or my card back. I can’t not do it. It’s just automatic.

Episode 03: Voice & Designing for Inclusivity


Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the third episode here. “I’m I’m hoping we can build better experiences with voice and really take advantage of what it’s good for, like giving you the freedom to focus on things that don’t keep your eyes locked to your screen or your hands locked to your keyboard.”.

Globalization and CX Podcast

Innovative CX

Take a listen to the latest podcast with Steve Walker from Walker Information and me as we discuss the challenges and opportunities in aligning your customer experience strategy as you grow your organization globally.

7 Tips to Unite Teams Around Your Customer Experience Strategy


The first key to delivering exceptional experiences is, no surprise, an exceptional customer experience strategy — the kind of strategy that brings cross-functional teams together, differentiates your brand from your competitors, and drives exponential growth.

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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.

The 2 Critical Stages of the Shopper Journey that Drive Retail Mobile Phone Use

Gold Research

The 2 Critical Stages of the Shopper Journey that Drive Retail Mobile Phone Use. Every marketing and brand manager knows that shoppers use their mobile devices during the shopping journey – but unfortunately few have insightful data about where, when and why.

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Mobilized Employees Engage Buyers With A Trusted Voice

Forrester's Customer Insights

Employees’ Advocacy Boosts Your Content And Customer Interactions While trust in brands has dwindled, B2B buyers hold those same brands’ employees in high regard as authentic and compelling sources of information. And they want to engage with them.

Active Consent Earns Organizations the Right to Direct Customer Data that Propels Brands Forward

Vision Critical

For the last four weeks, we’ve been on tour.

Retailers’ Greatest Barriers to Ecommerce Success

Smarter CX

Successful ecommerce efforts have similar traits: new customers are acquired, while loyal ones are retained; personalization is on target, and brand awareness is on the rise. However, despite digital retail marketers working quickly and efficiently to reach those objectives, significant challenges stand in the way.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

5 Tips for Cleaner, More Relevant Survey Data


Survey data is a crucial tool for understanding your target market’s attitudes. In a Customer Validation (CV) project, it gives much-needed context to the issues, ideas, and praise submitted by your testers.

Why Self-Care Matters in UX Research

dscout People Nerds

Salesforce’s Vivianne Castillo on avoiding burnout and re-evaluating UX’s favorite buzzword: empathy


Introducing CXNext:Live


There’s so much hype around customer experience and often times, the industry and trends shift so quickly that it’s old news by the time an article or whitepaper is released. What better way to discuss the most pressing topics and better understand the world of CX than live in real-time? Our new series CXNext:Live is a weekly forum for people who are customer-obsessed and who want to engage smarter.