NICE inContact

JANUARY 16, 2018

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Customers place resolving issues in the quickest way possible as their top driver of channel performance – whether agent assisted or self-service.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

InMoment XI

JANUARY 16, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electronic health.

Healthcare 200

Healthcare eBook Loyalty Technology 200

Experience Matters

JANUARY 16, 2018

This is an update to the original eBook that was published in 2008. It has been downloaded and read by tens of thousands of people around the world and is likely one of the most-read documents ever published on the topic of customer experience. So enjoy the updated eBook: The 6 Laws Of Customer Experience: The Fundamental Truths That Define How Organizations Treat Customers Just like the three laws that govern all of physics, there are a set of fundamental truths about how customer experience op

eBook 0

eBook Customer Experience Government Customers 0

InMoment XI

JANUARY 16, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electronic health.

eBook 0

eBook Loyalty Healthcare Technology 0

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

GetFeedback

JANUARY 16, 2018

Consumers count on each others' opinions to make smart purchase decisions. Review Trackers' Megan Wenzl shares 3 ways to generate consistent online reviews.

Consumers 150

Consumers 150

GetFeedback

JANUARY 16, 2018

Great customer service leads to happy customers, higher retention, and more revenue.

Omni-Channel 150

Omni-Channel Feedback Customer Service Customers 150

Michelli Experience

JANUARY 16, 2018

So, who’s in your home? Is it Alexa, Siri, or Google? If none of them occupy a nightstand or counter space, it is likely only a matter of time. Voice Activated Assistants and Voice Internet Access. Of course, I am talking about voice-activated digital assistants and according to Brian Braiker’s Ad Age article titled What Really Works in Voice — And Why Google is Smarter than Amazon , 55% of all US households will have at least one digital assistant by 2022.

Consulting 113

Consulting Travel Trends Course 113

Alida

JANUARY 16, 2018

Adopting a relationship-based approach to customer intelligence gathering delivers substantial value and ROI. . In The Total Economic Impact of Vision Critical , Forrester provides a framework for measuring the potential business impact of using an insight community in the Vision Critical platform. The report shows how forward-thinking research teams from global brands now use insight communities to build customer relationships and deliver agile insight to key stakeholders in the company.

ROI 100

ROI Analysis Customer Centricity Report 100

Customer Guru

JANUARY 16, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we started the initiative of sharing a series of interviews of top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Ajay Nambiar, a leading CX enthusiast in India.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Andrew Mcfarland

JANUARY 16, 2018

(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Recently, I spoke with a software company that is enhancing its customer success.

Employee Experience 99

Employee Experience Customer Success Customer Experience Software 99

Beyond Philosophy

JANUARY 16, 2018

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The article’s author, though, quoted a study his company had conducted, saying that fewer than half of the CX professionals included felt that their colleagues shared this belief.

Culture 83

Culture Company Customer Centricity Travel 83

ShepHyken

JANUARY 16, 2018

The Smallest Things Can Make the Biggest Difference to Your Customers. Shep Hyken Interviews Chris Smoje, Founder of DIME Customer Service. What can you be doing to make a big difference for your customers? . . ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

Culture 0

Culture Customer Service Leadership Interaction 0

mopinion

JANUARY 16, 2018

Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that […].

Trends 79

Trends Customer Experience Customers 79

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Tips

Avaya

JANUARY 16, 2018

New year. New goals. New CX Predictions. 40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. But how do they know where to start ? To gain a better understanding, we must take a look at the past. Eighteen months ago, we weren’t seeing interactive devices in our homes that responded to our every request (i.e. music, movie times, shopping lists, news, and general inform

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Cyara

JANUARY 16, 2018

Can you predict NPS Scores? With my Big 3 Formula for Leading Indicators, you can. Just like economists, Customer Experience practitioners can use the concept of Leading Indicators as a way to predict future NPS scores. I recently paired with Cyara on a Webinar entitled NPS is Dead, Long Live NPS! and you can check out our slideshare version of this webinar.

NPS 52

NPS Customer Experience Customers 52

Oracle

JANUARY 16, 2018

With every new year comes new customer experience trends and innovations. On the horizon for 2018 is an increase in customer advisory boards, new job titles, and the next frontier of customer experience-related innovation management. But, what exactly does that mean for your business? Read on for four customer experience trends and 2018 predictions that will affect your customer experience strategy, and the technology behind them.

Trends 52

Trends Customer Experience Net Promoter Score Innovation 52

LiveChat

JANUARY 16, 2018

During the day I write about customer service, online business and the best use of LiveChat. But after work I like to go out and take a look around at the things that can be improved in customer experience. You can’t really blame me, can you? Restaurants, coffee shops, airports, renting apartments for holidays…. There are numerous of situations outside of work when customer service leads the prime.

Customer Experience 54

Customer Experience Social Media Customers Feedback 54

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

ClientSuccess

JANUARY 16, 2018

For innovative customer success leaders, preventing customer churn while increasing retention, revenue, and renewals is already top of mind. There are a myriad of ways to leverage your customer success team to decrease customer churn and help combat the negative costs associated with attrition. In our previous post “ The Trust Cost of Customer Churn: Part 1 ”, we discussed 3 major components of churn cost including the loss of recurring revenue, the loss of expansion opportunity revenue, and in

Leadership 40

Leadership eBook Customer Success Brands 40

CXApp

JANUARY 16, 2018

When it comes to creating a holistic customer experience or user experience journey for your business, you have to keep things social, relevant, fresh, timely, and most importantly newsworthy. This is solidified by the idea of business blogging or sharing relevant company news to build more online visibility.

User Experience 40

User Experience Customer Experience Company Data 40

BlueVenn

JANUARY 16, 2018

The process of writing and sending emails and seeing how they perform has been picked apart by countless experts. Between them, they've analyzed billions of emails sent to tens of millions of people. What wisdom can they share to help us improve email open rates and create winning emails?

Tips 40

Tips 40

CXApp

JANUARY 16, 2018

When it comes to creating a holistic customer experience or user experience journey for your business, you have to keep things social, relevant, fresh, timely, and most importantly newsworthy. This is solidified by the idea of business blogging or sharing relevant company news to build more online visibility. In short, a business news channel is yet another form of marketing - similar to social media, snail mail, email, and more - that will help provide and support business growth.

Omni-Channel 40

Omni-Channel Social Media Entertainment Case Study 40

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Training

Talkdesk

JANUARY 16, 2018

This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. Everybody knows that. What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents.

Analytics 40

Analytics Call Center Net Promoter Score Contact Center 40

Confirmit

JANUARY 16, 2018

The NPD Group, Inc. (NPD) is a Market Research company, operating in 20 countries, interviewing 12 million consumers a year, and monitoring consumer purchase data from over 165,000 stores. The NPD team is realistic – and proactive – about the challenges with getting consumers to complete surveys and to keep those that do engaged throughout the process.

Survey 40

Survey Case Study Study Groups 40

Talkdesk

JANUARY 16, 2018

This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. Everybody knows that. What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents.

Analytics 40

Analytics Call Center Net Promoter Score Contact Center 40

SurveyGizmo

JANUARY 16, 2018

Case Study Overview. Meet Vertafore. Vertafore, a Denver-based company with over 1,400 employees and multiple offices spread throughout the U.S. and Canada, develops insights cloud-based software and services for the insurance industry worldwide. For over 45 years, Vertafore has grown to provide services to approximately 20,000 insurance agencies, 1,000 carriers, and 50,000 insurance professionals.

Customer Experience 40

Customer Experience Net Promoter Score Insurance Case Study 40

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Grade.us

JANUARY 16, 2018

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How To 44

How To Policies Customers Feedback 44

Heart of the Customer

JANUARY 16, 2018

My daughter was home from college this holiday break, and wanted to visit her brother in Ames, Iowa, about four hours away. As we’re a one-car family, she elected to take the bus. That started a series of inexcusable events that makes a CX enthusiast shudder in disbelief. It started when I went to buy her ticket. If the credit card doesn’t match […].

Airlines 37

Airlines Customers Customer Experience 37

Verint

JANUARY 16, 2018

Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. In today’s customer care environments, a strong quality management (QM) system is crucial to moving customer engagement interactions to the next level of performance excellence.

Customer Engagement 34

Customer Engagement Engagement Effort Score e-support 34