Wed.May 31, 2017

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One Of The Best CX Resources Of 2017

Storyminers

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner. A multi-industry scorecard of sorts, this report shares which sectors and brands are doing the best and dives into practical details about how they do it.

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Protecting your customer experience from ‘the curse of knowledge’

Vonage

The worst person to ask for directions is somebody local, who knows the area too, too well. They’ll tell you something along the lines of, “Turn left where the old barn used to be, make a right where Ol’ Sanders was thinking of building a gas station but ended up deciding against it, go 2 miles, and there you are. Don’t worry — you can’t miss it.”. The reason such directions are impossible to follow is that they assume the listener has the same familiarity with the landscape as the person giving

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Guess Who? They Know everything!

Beyond Philosophy

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Economists prefer to look at what people do instead, which, as we know, is what people are incented to do. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level.

Survey 137
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Why the phone still seems to be the preferred channel of choice

Uniphore

I just called to say…I have a problem. Despite the massive investments many organizations are making in new digital contact channels, the majority of customers are still turning to the tried and tested telephone to resolve their challenges. Read More.

Customers 113
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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{Infographic} Looking beyond the obvious: spotting customer experience subtleties

Michelli Experience

The post {Infographic} Looking beyond the obvious: spotting customer experience subtleties appeared first on Joseph Michelli.

More Trending

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To Tip or Not to Tip?

CX Journey

Image courtesy of Pixabay To tip or not to tip, that is the question. I just returned from a trip to Sydney, Australia, where I keynoted an event and also conducted a journey mapping master class. It was my first time to Australia, so before I traveled, I did a little homework on what I needed to take along, what to expect while there, etc. One of the interesting things I learned was that it's not necessary to tip; Australia has a non-tipping culture.

Tips 83
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The Force Within

ShepHyken

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” The short answer is: all of them. But, the process has to start somewhere. Usually it’s at the top with leadership. But sometimes it can come from someone inside the organization at a different level. I refer to that person as The Force Within.

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The Power of Change

Avaya

Change is bound to happen whether you enable it or not, whether you are ready for it or not. It will just happen. The question is: When change happens, are you making the most of the opportunities that result? Consider the customer engagement or contact center industry as it’s commonly known. What’s driving tremendous change is digital transformation.

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Select the right type of map to drive the right kind of change

Heart of the Customer

Before you can start a successful journey mapping initiative, it’s critical to think through the specific journey you want to map. Participants in our Best Practices in Journey Mapping survey referred to this as “Select the right journey to map.” This takes deliberate thought. If you go too broad, you may not have enough detail […]. The post Select the right type of map to drive the right kind of change appeared first on Heart of the Customer.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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In Conversation with a Chatbot : Speaking the Language of Today's CX

Team HGS

In Conversation with a Chatbot : Speaking the Language of Today's CX. By Mandeep Kwatra, HGS VP of Solutions and Capabilities In today’s virtual world, it seems bots are the latest sensation. You may have met your first bot as a customer, as service is on the frontier of the growing superpower of artificial intelligence (AI), in terms of how it enables better interaction between customers and brands.

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Issue 106 of Vocalabs Newsletter

Vocalabs

Issue 106 of Vocalabs Newsletter. Peter Leppik. Wed, 2017-05-31 14:00. About Vocalabs. I just published the 106th issue of Quality Times, Vocalabs' newsletter. This month I discuss what happens when incentives and the metrics which drive them get out of control, using three real-world examples as a guide. As always I hope you find this interesting and informative.

Metrics 48
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The SiriusDecisions Demand Unit Waterfall Is Useless If You Don’t Have This…

Influitive

The biggest marketing trends of the year are often influenced by conversations that happen at SiriusDecisions Summit. This year’s hot topics included: The new Demand Unit Waterfall Account-Based Marketing (ABM) Ungating content If you’re concerned about how to effectively implement these ideas in your already-packed marketing strategy, there’s good news.

Trends 49
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CASE ARTICLE: Feedback as a social-emotional aid in the classroom

Happy or Not

By HappyOrNot with Hannah Allen (Bournedale Elementary School Educator) 4 MIN READ For many, the school year 2016-2017 is about to come to a close, and teachers, along with students, are eager to start their summer vacation. The number one thing school is intended for is learning, and not just for students, but teachers and administrators alike. The […].

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Ultimate Customer Service Culture: It’s About Unity Not Employees First | #custserv

Kate Nasser

The ultimate customer service culture is not about employees first. It's about unity. Leadership insights & lessons fr Kate Nasser, The People Skills Coach™. The post Ultimate Customer Service Culture: It’s About Unity Not Employees First | #custserv appeared first on KateNasser.com.

Culture 41
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Travelling This Summer? 120 Million Airport Passengers Tell the Times You Should Avoid

Happy or Not

120 million passengers have given their feedback at 100 airports all over the world via the HappyOrNot® Smiley Terminal™, and the data shows that if you want to have a great airport experience during your travels, avoid Saturdays and Sundays, and reconsider late July and late August. The post Travelling This Summer? 120 Million Airport Passengers Tell the Times You Should Avoid appeared first on HappyOrNot.

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May 2017 Product Release

Talkdesk

Following the success of Opentalk 2017, the entire Talkdesk team has been hard at work preparing this month’s exciting product release. We have a great lineup of new features that will not only improve your call center operations, but also improve agent efficiency. Beginning in May 2017, Talkdesk users can enjoy the following features: Open Beta: Talkdesk Sentiment in Salesforce.

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Raiders of the Lost Omnichannel Experience

Verint

Making the customer experience as convenient for customers as possible is now a high priority for most organizations. Keep it simple, and then get customers on their way. A good omnichannel approach usually helps make that happen. But here’s a question: How good is an omnichannel approach if it isn’t done well? OpinionLab’s Jeremey Dunn shares some thoughts on that very topic based on his recent shopping experience that could have taken place in the mid-1980s.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Artificial intelligence and the rise of augmented agents in customer experience

Eptica

Date: Wednesday, May 31, 2017 Artificial intelligence and the rise of augmented agents in customer experience. Published on: May 31, 2017. Author: Pascal Gauvrit Artificial intelligence (AI) is currently the hottest topic in customer experience, with brands exploring how they can use digital technology such as chatbots to deliver the fast, accurate and personalized service that consumers demand.

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Playing it safe is risky

delighted

Large companies with massive head counts, mountains of cash, and endless expertise, are rarely successful in creating truly differentiated experiences. Paradoxically, it’s the smaller companies with just a handful of employees and very little capital who are able to deliver the highest quality and most differentiated customer experiences. But why? There are many factors that restrict the ability for large companies to create differentiated experiences, but it usually boils down to one thing: the