Maru/HUB

MAY 14, 2018

Last year’s webinar we held revealed that over 98% considered themselves to be “under pressure” to demonstrate ROI from their customer experience programme. This is hardly surprising considering that some 90% of organisations still view CX programmes as a cost to the business, rather than a driver of profit. Nevertheless, for those who are willing to commit to customer experience management, demonstrable ROI is not only achievable – in today’s customer-driven marketplace, it is necessary.

ROI 49

ROI Customer Experience Competitive Advantage Financial 49

BlueOcean

MAY 14, 2018

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.

Contact Center 214

Contact Center Resources Guidelines Culture 214

Kerry Bodine

MAY 14, 2018

Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. It was an energizing (and, to be completely honest, exhausting) two days—but the work didn’t end for Amelia when the conference was over. The following day, she took the CXPA ’s exam to become a certified customer experience professional.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Conference ROI 120

Horizon CX

MAY 14, 2018

While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens. I suppose that’s natural when, as passionate CX practitioners, we want to impact the business world in a way that is congruent with our beliefs, knowledge, skills, and experience.

Leadership 100

Leadership Customer Focused Tips Management 100

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Customers

Amity

MAY 14, 2018

Understanding your customers is an essential part of enhancing the way of measuring customer success. Although other methods of interaction get more attention, the tried and true customer experience survey can get you the information you need most. What should be included in a customer experience survey? Answers may differ slightly, but experts agree on most of the basics.

Survey 83

Survey Customer Experience How To Metrics 83

ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Google’s robot assistant now makes eerily lifelike phone calls for you by Olivia Solon. (The Guardian) Google Duplex contacts hair salon and restaurant in demo, adding ‘er’ and ‘mmm-hmm’ so listeners think it’s human.

Customer Service 76

Customer Service Employee Experience Video Conference 76

Answer Dash

MAY 14, 2018

Customer Service Add-On Back when I was in college I worked at a self-service gas station. I’m probably dating myself, but this was at a time when gas stations were just converting over from full-service to self-service. Our stations went from pumping the gas for the customer, checking their oil, and washing their windows to just collecting their money and saying, “Thank you.

Self Service 77

Self Service Customer Service Customer Experience Airlines 77

Oracle

MAY 14, 2018

Artificial intelligence (AI) has been the stuff of science fiction for decades, yet technology is finally bringing intelligent computer systems to life. While Elon Musk has warned that AI could create immortal dictators , companies around the world have been deploying AI to improve customer experience and streamline business practices for years. When it comes to how to use these new technologies, it’s important to think beyond just machine learning vs artificial intelligence and understand

Technology 64

Technology Chatbots System Software 64

MyCustomer

MAY 14, 2018

Voice of the Customer Why your customer feedback data isn't actionable.

Feedback 86

Feedback Customers Data 86

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Communication

Cyara

MAY 14, 2018

In our work with Cyara customers, the Domain Consulting team has found that many organizations are struggling with maintaining alignment between and within their business and IT teams while working to increase the speed of their deployments. This point was reinforced during an Agile-focussed panel at Cyara Xchange 2018 and also in conversations I had throughout the event.

Consulting 52

Consulting Feedback Technology Contact Center 52

Uplight

MAY 14, 2018

With data from over six million business customer meters in our database, our building engineering team is continuously analyzing and comparing performance on a building by building basis. Recently, they set out to see if they could layer any insight into the age-old East vs. West energy efficiency debate. As a Massachusetts-based company, we pay particular attention to how we compare to our Californian counterparts.

Comparison 40

Comparison Policies Transportation Analysis 40

Cyara

MAY 14, 2018

I love Nashville. Over the years I’ve been to Nashville for three conferences, all at the Opryland Hotel. If you’ve never stayed at the Opryland Hotel, you’re in for a real treat — it’s like being in a terrarium. Enclosed, lush green grounds with winding paths. Why, there’s even an indoor boat ride!

Hotels 52

Hotels Conference Contact Center Call Center 52

Solvvy

MAY 14, 2018

The post Why Lying is a Bad Idea, Especially to your Customers appeared first on Solvvy.

Customers 48

Customers 48

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Tips

Forrester's Customer Insights

MAY 14, 2018

I attended ServiceNow’s Knowledge18 conference, held in Las Vegas on May 7-10. It’s a well attended conference by 18,000 people who use one or more of their cloud service management, HR, security and customer service products which are all built on an enterprise-grade platform. At the conference, there was a lot of emotion spent talking […].

Customer Centricity 37

Customer Centricity Customer Service Conference Customers 37

Escalent

MAY 14, 2018

“And when you speak of me, speak well.

Net Promoter Score 40

Net Promoter Score Management How To Customer Satisfaction 40

Forrester's Customer Insights

MAY 14, 2018

I had the pleasure of collaborating with fellow Forrester analysts, Jessie Lui and Ryan Skinner, on the subject of marketing process – one of the lynchpin competencies in Forrester’s Marketing Innovation Playbook. As Jessie Lui explained in her blog introducing the series, we wrote three reports, each targeted at a beginner, intermediate or advanced maturity […].

Marketing 28

Marketing B2B Innovation Report 28

Comm100

MAY 14, 2018

High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to replace them , meaning a high bounce rate can be detrimental to the company’s progress. Also, workers are more prone to job hopping in an economy where they face fewer consequences. Although longtime employees can leave abruptly, losing new employees is a more common problem.

How To 100

How To Case Study Feedback Study 100

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Retail

Forrester's Customer Insights

MAY 14, 2018

I was lucky enough to spend a week in India earlier in the month and had some interesting conversations with services firms about how the expectations from their customers and the nature of their engagements are changing. Aside from experiencing the wonderful cities of Bangalore, Hyderabad, and Pune and sampling delicious samosas and paneer dishes, I also managed to have some great conversations with Forrester […].

Engagement 26

Engagement Management Customers 26

Dapresy

MAY 14, 2018

At Dapresy, we are very good at empowering our clients to communicate complex data in easy to understand ways. Our software enables this through the use of story-telling, and the use of infographics. Our free-form platform – which can be likened to a blank canvas that provides full creative freedom – facilitates the placement of data elements, text, visuals, etc., allowing you to tell your data story in way that is easy to understand for everyone – not just us data geeks.

Data 41

Data Infographics Software Marketing 41

Forrester's Customer Insights

MAY 14, 2018

In April 2017, Flipkart raised funds from Softbank, eBay, Tencent, and Microsoft to counter Amazon’s rapidly growing presence in India. On May 9, 2018, Walmart announced that it will jump into the fray, paying $16 billion to acquire 77% of Flipkart and finally get the chance to sell goods to Indian consumers. This deal gives […].

Marketing 22

Marketing Consumers Ecommerce B2C 22