Wed.Aug 15, 2018

Your Keys to Outstanding Experience Design

Michelli Experience

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents.

Telling Your Customer Stories through Journey Maps

CX Journey

Image courtesy of Pixabay Do you know the power of storytelling? And do you use it in your customer experience transformation efforts?

4 CX Lessons from Unusual Places

Smarter CX

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. Are you doing enough to stand out and be memorable with your customer experiences? In episodes 28-31 of Experience This! ,

Live Chat: Acing the Effortless Support Experience


It’s no surprise that successful brands are built on the positive relationships they create with their customers. After all, modern consumers want more than just a product —they want a personalized experience that addresses their unique needs and expectations. And nowhere is this better reflected than the field of customer support. According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week.

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.

Do You Know How to Calculate Your Net Promoter Score?


You have a Net Promoter Score (NPS). How did you get that score? What does it mean? Why should you care? I know it sounds like something from Black Mirror season three’s “Nosedive” episode. You know the one where members of Charlie Brooker’s dystopian society are judged by a numeric rating given to them by their interactions with other people – better interactions can lead to a higher rating, while bad ones lead to a lower one? It’s not just science fiction, Uber does it.

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9 Local Marketing Strategies You Can Do at Scale


The right local marketing strategy can help your business drive foot traffic and awareness in specific locations or regions. But it involves more than just stuffing your pages and descriptions with location-specific keywords then calling it a day.

3 Common Mistakes that Negatively Impact Customer Effort Score (CES)


This guest post was contributed by Amy Etheridge , the Head of Customer Advocacy at MindTouch. She has 20 years of experience in software, including marketing, sales, success, and support. She is dedicated to understanding the holistic customer experience.

CX Storytime Tale of A Delivery Most Foul

The Upsell

What if no matter what you did to better serve your customer, it didn’t matter at all? Stay tuned for a story of mixed signals, valiant efforts and broken promises.

Are clients experiencing the innovative value of What We Do?

One Millimeter Mindset

Our innovative value leverages the client-focused outcomes we create. This value extends beyond our employer’s or team’s value propositions. Instead, our innovative value leverages the voice which defines us as Professionals of Worth.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

8 Steps To Create A Quality Assurance Program From Scratch


If you're reading this, it's probably because you are growing quickly and sure enough, you've found the need to build a sturdy foundation upon which to scale your customer service support team. Customer Experience

How a Multi-Language Customer Support Empowers Your Business

transcosmos Information Systems

The internet has transformed the way humans transact and communicate, highlighting how diverse language is. Modern globalisation is the pathway that led companies to face more international clients now than before.

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4 Customer Support Myths to Avoid

Joe Rawlinson

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones.

Diversity & Inclusion at Help Scout: 2018 Update

Help Scout

Checking boxes can never fully capture the complexity of our identities. To build an inclusive company culture, however, we need to understand how people from all backgrounds feel about their workplace, so we have to ask the questions.

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.

How Social Media Can Enhance the Customer Experience

Ann Michaels and Associates

With the explosion of social media, customer service is more important than ever and businesses are taking steps to create memorable “customer experiences”. Social media has put the power back in the hands of the customers and given them a voice to share their experiences.

What is the technology behind a true omnichannel solution?


AUGUST 15, 2018 Over the last few years, the word. Read more » The post What is the technology behind a true omnichannel solution? appeared first on Interactions Resource Center. Omnichannel

Thematic is sponsoring the Digital Customer Experience Strategies Summit 2018


We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago.

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The Importance of Humanizing ADA Compliance: Focus Indicators


Mo st developers are familiar with the dreaded mixture of frustration, confusion, and exasperation when told that a site they are working on will be need to be compliant with the Americans with Disability Act (ADA). The reason is – making a project ADA compliant often requires ripping apart the existing code and coaxing the website to meet a numerous list of requirements. However, creating an ADA compliant site doesn’t need to be this challenging.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

The Convenience Question: How Easy Am I to Do Business With?


Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS).

Can Agencies Change Their Business Model Fast Enough?

Forrester's Customer Insights

Agencies are no longer the exclusive marketing and business partner for CMOs. CMOs bring agency work in house and aggressively manage agency fees. Global consultancies like Accenture and Deloitte target CMOs and new business and technology stakeholders with experience agency services.

My Mum Trusts Strangers More Than ‘Trusted’ Car Dealers

C Space

My Mum Trusts Strangers More Than ‘Trusted’ Car Dealers. The auto industry has a trust problem. 85% of car buyers don’t think that the car they purchased was the car for them. 72% of car buyers feel that an improved buying process would motivate them to visit dealerships more often.

How To Improve Net Promoter Score?


How To Improve Net Promoter Score? by Sam Frampton. on 16 Aug 2018. NPS Guide. How to start the cycle of Improvement. Chapter 4 NPS Guide. There are no shortcuts to improving your NPS. Growing your NPS is hard, and you won’t see results overnight. It requires a long-term effort.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Advanced Analytics for Better Customer Experiences


The whole point of advanced analytics is to tell a story that incites change in an organization from the top down. Executives have long relied on basic analytics to keep score and see where the business was tracking via key performance indicators (KPIs), but advanced analytics offers so much more.

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Tips on when to send your NPS survey


Tips on when to send your NPS survey. by Sam Frampton. on 16 Aug 2018. NPS Analysis. NPS Survey Tips. Tips on when to send your NPS survey. Chapter 4 NPS Guide. You know what a Net Promoter Score (NPS) is.

How to Be a Customer Support Hero in an IoT World

Think Customers

If you believe the hype about the Internet of Things (IoT), we are entering a world that’s seamlessly connected. From smart homes and wearables to connected cars and smart cities, the IoT enables innumerable ways for devices to share data and handle tasks on our behalf.

Can Creative Entrepreneurialism Save The Agency Business Model?

Forrester's Customer Insights

Jay Pattisall, Keith Johnston, and I have been probing the reasons behind the financial woes of agency holding companies such as MDC Partners, Publicis Groupe, and WPP. What’s going on?

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Three UK improved its mobile app experience to drive add-on sales, NPS, and more


We live in a world of consumers on-the-go, where more than half of daily digital hours are spent on a mobile device. That’s why it should come as no surprise. The post Three UK improved its mobile app experience to drive add-on sales, NPS, and more appeared first on ForeSee. CX Best Practices NPS Case Stories Case Studies Client Stories Mobile

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Guest Blog: How AI Can Help Drive True Five-Star Customer Service


If you’re on a mission to provide superior customer service, you’ll need to come to grips with two distinct and sometimes opposing forces: consistency and flexibility. Consider the paradigm of the grand hotel or five-star resort: On the one hand, the consistency you find on display is spectacular.

Through the looking glass: Join us at Forrester’s CX Singapore 2018 Forum

Forrester's Customer Insights

“Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that!” ” The Red Queen, Through The Looking Glass. I was reminded of this quote from Lewis Carroll’s book when analyzing the results […]. age of the customer