Fri.Feb 08, 2019

Complex customer journeys the biggest barrier to CX success, say marketers


Engagement. Customer journeys the biggest barrier to CX

5 Key Trends for CX Executives in 2019

West Monroe

New Year, New CX? Happy 2019! As customer experience (CX) professionals, 2019 is a critical year to demonstrate and articulate the tangible benefits and value of CX in our organizations. Here are five key CX trends that we believe organizations and their CX executives will focus on this year.

Why Sentiment Analysis Matters to B2B Customer Service

B2B Customer Service Blog - TeamSupport

Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently.

Leading a Purpose-Driven Organization: Putting Customers and Members First at REI

Customer Bliss

Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Guest Blog: Improving Customer Experience Using Employee Feedback Data


This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken.

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AI Series: Why Is Next Generation AI Best in Class?


People are complicated and nuanced – which is why social analytics tools are so crucial to understanding their wants, needs, and interests. Technology like Next Generation Artificial Intelligence (AI) makes that job easier. Here’s why you need it and how it works. Diversify for Strength.

How Successful Retailers Win in Endless Disruption

Beyond Philosophy

Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. <!–more–> <!–more–>

Experiential Branding Matters Because “She” is the Influencer

ProProfs Chat

Do you remember the first time you fell in love? I remember the first time I fell in love. I was 15 years old and was head over heels for my hockey player boyfriend.

2019 Customer Success Themed Grammy Playlist


In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. We hope you enjoy!

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

New Data Shows What Customers Hate When Calling Businesses

CSM Magazine

Clutch have surveyed 501 people who called a business more than three times in the past six months to learn what they expect from telephone customer service.

Unforgettable Episode 22: Embedding a Customer Experience Framework

Smarter CX

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world.

The Green New Deal Is Your Solution To Climate Change Risks

Forrester's Customer Insights

If you are reading this for the snark and jokes, thank you. We are so sorry to disappoint you, because we’re not sure how to make corporate climate risks funny. Instead, let’s have a sober discussion about climate risk, and you can leave the jokes in the comment section.¹ What Is It?

How to Develop a Quick Start Guide That Prevents Calls and Emails


To help customers get up to speed with a product or service, companies offer many types of documentation: user manuals, video tutorials, in-product help, even good old FAQs. Because customers need heaps of help when they’re just starting to use the thing you’ve sold them. Support teams do a lot handholding for new customers, taking more calls and responding to more emails at this point in their relationship than they will as time goes by.

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

How to Use Your CRM to Optimize Influencer Marketing


Social media marketing looks little like it did just a few short years ago. The primary power behind this seismic shift? Influencers. These social media geniuses use their natural charm and relatability to build connections with thousands or even millions of followers. Initially centred around fashion and fitness, influencer marketing now involves every niche imaginable. They’re taking over in accounting, health care, and even construction.

Unlock The Mysteries Of IoT Pricing

Forrester's Customer Insights

Koninklijke Philips has come a long way since the Philips family began making lightbulbs in the Dutch city of Eindhoven in 1891. Today the company focuses on healthcare, but it wants to do more than just build and sell medical products.

DataFest Sponsorship

Aquila Insight

Merkle Aquila is excited to announce that this year we will be a Silver Sponsor of DataFest – a two-week festival of Data Innovation in Scotland from the 11 th to 22 nd of March. Now in its third year, DataFest will showcase Scotland’s leading role in data science and artificial intelligence, whist offering platforms to interact with local and international talent, industry, academia and data enthusiasts.

Who Are You, Citizen Data Scientist?

Forrester's Customer Insights

Everyone is talking about the citizen data scientist, but no one can define it (perhaps they know one when they see one). Here goes — the simplest definition of a citizen data scientist is: non-data scientist. That’s not a pejorative; it just means that citizen data scientists nobly desire to do data science but are […

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

The Pros and Cons of Implementing Social Media into your Customer Service Strategy

Second to None

It is an irrefutable fact that social media has penetrated the corporate domain. It is safe to say that its momentum is only increasing as time goes on. So, what are the benefits of implementing social media into your customer service strategy? Subsequently, what are the downfalls? PROS. It decreases customer effort. Customer effort is a leading factor in determining an individual’s overall sentiment towards a brand.

Creating Opportunities for a College Education: Talking with Jessica Bartnick of Foundation for C.H.O.I.C.E.

West Monroe

One of the best things about our profession is the opportunity to meet and collaborate with so many talented and interesting people at our clients and in the community.

The Hidden Lesson In Big Beer’s Post-Super Bowl Antics (Hint: It’s Not About Fast Marketing)

Forrester's Customer Insights

What everyone will remember most about “Super Bore LIII” is not the game or the ads but the post-game tit-for-tat between Big Beer brands Anheuser Busch InBev and MillerCoors. In case the game’s dullness induced you into a media-blocking stupor… Here’s what happened: ABI aired three Super Bowl ads blasting MC for using corn […]. advertising age of the customer agile branding

Q&A With ON24’s Tiffany Beddow: How To Get Better Product Feedback From Your Customers, Faster


Figuring out how to get quality product feedback from your customers quickly can be a big challenge for product teams. And yet, your success as a software product depends on it. The truth is, your customers are busy professionals who need a good reason to spend their valuable time filling out a customer survey or. The post Q&A With ON24’s Tiffany Beddow: How To Get Better Product Feedback From Your Customers, Faster appeared first on Influitive.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

The Buck Stops Here: How to De-escalate Angry Customers and Control Conversations

Myra Golden

I’ve learned the most potent de-escalation tactics known from the martial art Aikido, trial lawyers, law enforcement, a former FBI hostage negotiator, and the greatest escalation agents in customer service. And on Friday, March 1st I’m hosting my refashioned De-escalation Training in a webinar.