Mon.Nov 04, 2019

The State of Voice of the Customer (VoC) for B2B Companies


Voice of the Customer (VoC) programs have been emerging across the board in the last few years. But have they been thriving? Bob Thompson of CustomerThink doesn’t believe so. .

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Bring the Skills of the Theatre to Your Face-to-face Customer Service Training

CSM Magazine

To deliver the best Face-to-Face service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you. You need to be aware of your body language and your tone of voice and how both are affecting the perception customers have of you and your company.

3 Ways Store Layout Decisions Impact on Customer Experience


A recent post on LinkedIn by business mentor Miriam Simon got me thinking about the relationship between store layout and customer experience. Miriam’s post was short and to the point. It simply stated: Customer Experience retail

The Future of Brand Building is Customer Centricity


Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies.

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.

Discussing The Experience Economy With Joe Pine

Experience Matters

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters. Customer experience Disrupt Experience Economy Joe Pine

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How Low Can You Go?! Customer Success for Your SMB Segment

CSM Practice

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation.

Rethinking the retail experience through text analytics


The post Rethinking the retail experience through text analytics appeared first on Keatext. Customer Experience

When and How to Bring Executives Into Customer Interactions


In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers.

Driving Change in the Auto Industry at Volkswagen Australia

Think Customers

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new transportation options proliferate and other factors cause more and more consumers to question the value of privately owned cars.

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.

Where’s the Beef? An Analysis of the Incredible Rise of Beyond Meat

Brandwatch CX

Welcoming Arun Kumar, SVP, Data & Insights

Hero Digital

Hero Digital , the leading independent customer experience (CX) company, today announced the appointment of Arun Kumar as SVP, Data & Insights.

Advertisers Fed Up with Fake Influencers & What To Do About It


Influencer marketing can be an amazingly effective brand awareness activity leading to lots of conversions. or an expensive lesson. Advertisers are fed up with fake influencers that result in the latter, but many are unsure of what to do about it, beyond give up the practice entirely.

Do Your Data-Driven “Me” Stories Intimidate rather than Engage?

One Millimeter Mindset

When you tell data-driven “Me” stories, you become short-sighted about the outcomes that decision makers look for when deciding to fund, invest and buy. Are the stories you tell well-balanced or out-of-sync with the stories people are listening for?

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.

Mothercare: From favourite to failure

Helen Dewdney

What happened to Mothercare? Mothercare calls in the administrators. Mothercare announced today (4 November 2019) that it plans to bring in the administrators, putting 2,500 jobs at risk. So what happened?

Täysin uudistunut Feedbackly julkaistaan 8. marraskuuta


Olemme koko Feedbacklyn tiimin kanssa erittäin innoissamme kun saamme ilmoittaa, että täysin uudistunut Feedbacklyn taustahallinta julkaistaan 8. marraskuuta. Olemme työstäneet tätä projektia jo. The post Täysin uudistunut Feedbackly julkaistaan 8. marraskuuta appeared first on Feedbackly.

CXNext Live: Today’s Biggest Knowledge Base Challenges and Opportunities


Here it is nearly 2020, and knowledge bases are still a hot topic. In fact, Forbes and CIO Review recently published articles about why knowledge bases (KB) are the next big thing, and how AI can help CIOs make knowledge management (KM) systems more impactful, respectively.

Your CEO Only Cares About Results

CCO Council

We can talk about customer strategy until we’re blue in the face. But at the end of the day, your CEO only cares about RESULTS.

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.

The Right Insight

C Space

The Right Insight. What makes a successful customer insights leader? Here’s a guide to the challenges and strategies of some of the best in the business. Tweet. Robert Howie. Managing Director, Growth at C Space.

The College Application Experience Reimagined for Tech-Savvy Students

Smarter CX

There isn’t much that’s changed about the process of applying to college in the past few decades: first, students determine which schools they’re interested in attending. Then, they complete a college application for each of those schools, and finally, students search for scholarships to defray the cost. However, tech changes are beginning to break the mold. Here are 3 ways students can utilize technology to help them find their top-choice schools. Virtual college tours.

Predictions 2020: Insurers Will Seek To Engage Customers With Their Impact Agenda

Forrester's Customer Insights

In 2020, insurance companies will battle back against the market changes by focusing on three key areas. Read Forrester's predictions for the insurance industry here. age of the customer Insurance prediction promoted

Humanizing SEO Strategy With a Psychological Approach To Search

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5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Predictions 2020: Edge Computing Makes The Leap

Forrester's Customer Insights

Find out what Forrester analysts predict will happen in the edge computing market in 2020. age of the customer chief information officer (CIO) emerging technology Information Technology prediction technology-driven innovation promoted

How Effective is Your Customer Forensics Program?

Wired and Dangerous

DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms.

Predictions 2020: Three Big Changes In Store For DevOps

Forrester's Customer Insights

DevOps teams will see some new trends in 2020 that will impact their work in GRC, introduce new tools, and bring additional business value. Learn more from Forrester Principal Analyst Charles Betz.

Introducing the UJET SMS Adapter


The move towards Contact Centers as a Service ( CCaaS ) and cloud-based systems mean that solutions don’t have to try and be a one-size-fits-all platform.

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.

Predictions 2020: Cloud Computing Sees New Alliances And New Security Concerns

Forrester's Customer Insights

In 2020, the cloud computing market will sees interesting new alliances and face new security concerns. Read Forrester's 2020 cloud predictions to find out more. age of the customer cloud computing cloud security prediction private cloud public cloud promoted

Why Qualtrics – Rhonda Armstrong – Technical Account Manager – Chicago, IL


At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Rhonda’s “Why Qualtrics” story. I’ve always sought out opportunities that allow me to challenge myself to grow and learn.

Predictions 2020: European Consumers, Regulators, And Digital China Seize The Initiative

Forrester's Customer Insights

Volatility will continue in Europe in 2020. Read Forrester's predictions on European consumer behavior, regulatory trends, and China's investments in Europe. age of the customer Europe promoted