Tue.Oct 15, 2019

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

McorpCX

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.

8 Reasons Why Customer Service Will Never Be Perfect

Steve DiGioia

Stop, just stop it. You’re not perfect and neither are the people you have working for you. And don’t even get me started about how “perfect” your business is. So, you must realize that your customer service will never be perfect either. Agreed? Good, now we can move on and try to fix it.

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Structure Customer Success on Delivering Strong Transformational Value

Strikedeck

Vincent Manlapaz, in an interview with Mary Poppen, Chief Customer Officer at Glint Inc, talks about the urgency and importance to building Customer Success in an organization right from the start. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Customer retention rates depend on understanding these 3 personas

TechSee

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Breaking Bad News to Clients, Backed Up by Social Insight

NetBase

Social media has changed the world we operate in across the board. No clearer is this than when something goes ‘viral’ for the wrong reasons.

More Trending

What's a Multimodal Customer Experience?

Jacada

How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.

System 130

AI in Service Management Is Here to Make New Winners and Losers

Astea

Artificial intelligence (AI) was once the stuff of science fiction. But today, AI in service management is making service delivery smarter and more efficient. Over the last four years, enterprise AI implementation grew 270%, according to Gartner’s 2019 CIO Survey.

8 Actionable Tips for Engaging Survey Subject Lines

Retently

When customers receive a survey by email, what’s the first thing they notice? The survey question? The response options? The branding?

Developers and DevOps in the Contact Center

Cyara

As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

How to Spot and Reduce Physician Burnout

ReviewTrackers

Research

How “3-Dimensional” Customer Personas Radically Improve CX Design

McorpCX

Customer experience design professionals have recognized the power of customer persona for years.

How Utilities Can Use Digital Communication to Fix a Fractured CX

CSM Magazine

For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). The focus in many areas, has tended to be on technologies that supported infrastructure and reduced operational costs. But today’s customer expects much more.

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

McorpCX

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

How to Increase Revenues with a Better Renewal Process

CSM Practice

A steady stream of recurring revenue is essential for any SaaS company. It forms the basis for the company’s profitability and valuation. Since customers prefer pay-as-you-use services, most businesses now use a subscription-based model to generate revenue.

Research Reveals 3 Non-Negotiable Customer Service Expectations

Smarter CX

What works for one customer may fail for another. That’s one of the most prominent insights from the “ One Size Doesn’t Fit All ” research study completed by Oracle in partnership with Jeanne Bliss, which finds that the customer service journey isn’t universal. Yet, service departments shoulder the responsibility for providing answers, offering assistance, and fielding complaints from an array of consumers.

Why You Need Your Own Customer Journey Map Template

Ecrion

It’s no secret that your customers are the lifeline of your business’s profit margins. As a responsible business owner, your top priority is the company’s bottom line. That’s why you need to make the most of every customer interaction with your brand.

Celebrating the Successes and Achievements of Calabrio Customers

Calabrio

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Global Customer Self-Service Software Market Is Booming With an Annual Growth Rate of 18.4%

Answer Dash

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. In other words? Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. Here’s everything you need to know.

Financial Services Reviews: Using Online Reviews To Boost Financial Rewards

Grade.us

Does trust matter more in any other industry? When it comes to the financial industry, there’s an acronym that highlights how seriously the digital world takes these institutions: YMYL (Your Money, Your Life).

Breaking Bad News to Clients, Backed Up by Social Insight

NetBase

Social media has changed the world we operate in across the board. No clearer is this than when something goes ‘viral’ for the wrong reasons.

The Key to Great Innovation is to Explore

MaritzCX

How Apple, Lego, Netflix and Other Great Brands Explore the Market to Innovate This is the third article in the series on how to leverage the innovation process to improve the customer experience.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

The California Attorney General Just Published CCPA Rules, And They’re Clear As Mud Privacy wonks have been awaiting AG Becerra’s draft regulations for CCPA to provide guidance on the law. On Oct. 11th, our patience was rewarded with 24 pages of rules that often confuse more than clarify.

Why Qualtrics – Amy Hendricks – Program Success Principal – Seattle, WA

Qualtrics

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Amy’s “Why Qualtrics” story. I’ve focused my career on improving people’s lives – whether through direct service by improving operations, processes, and procedures; or through clarifying roles by coaching leaders and strategically modeling organizations to best serve business, customer, and employee needs.

How Visual Semiotics Reveals Your Customers’ Hidden Emotions

Maru/Matchbox

According to MIT, 90 percent of information transmitted to our brain is visual. In fact, the human brain processes images in just 13 milliseconds, which is 60,000 times faster than text. Since we are visual by nature, shouldn’t we be using this skill to understand emotion? The challenge. Rational brand and product attributes are easily copied and hard to defend, while emotional connections are unique and ownable – making them difficult to displace and replicate.

Guest Blog: Quadient Inspire Days 2019

Quadient

Three days of networking , education, with a little fun mixed in

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How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.