Fri.Jul 19, 2019

What is Customer Experience? 20 Customer Experience terms, definitions, and resources


You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? And how do you improve it? And what about all these other acronyms customer experience experts toss around? NPS, VoC, DCX, CSAT? Understandably, it can be overwhelming. That’s why we’ve put together this customer experience glossary.

7 Customer & Employee Experience Tactics to Implement at the Start

Customer Bliss

This summer, I’m taking a bit of a break to prepare exciting new content for you, and in the meantime, I’m replaying a compilation of some snippets of conversations from past episodes.

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3 Gamification Types to Use in Your Contact Center

NICE inContact

How boring would life be if there were only one flavor of ice cream?! Baskin-Robbins loved variety so much they created 31 flavors, and then Ben & Jerry had to do them one better with 50+ flavors! So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line.

How to Prove the ROI of Your Voice of the Customer (VoC) Program


They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever.

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Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Why Great Digital Customer Service Needs Vision and Commitment

NICE inContact

Rome wasn’t built in a day, and neither was the Internet. Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just about changing software, but about changing the way marketing and customer service teams talk to customers.

More Trending

Automakers Focusing More Attention to “Retention/loyalty”…But Can Dealers Deliver at the Customer Facing Level?


There’s a change going on with automakers! For the first time, automotive OEMs are creating and implementing proprietary customer loyalty programs for their dealer network. Those programs are anchored by redeemable rewards points and aimed at keeping customers in the dealership “loyalty loop.” ” And car makers are even funding entire programs…one has even deposited $210. View Article. Automotive

How to Launch the Best Voice of the Customer (VoC) Program


We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings.

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Two Ways to Improve the Insurance Customer Experience


Customer Experience

How to Create Targeted In-App Messages with Gainsight PX


Companies are constantly releasing new products and features. But making end users aware of these new options is a big challenge for marketing, sales, and customer success teams.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Two Ways to Improve the Insurance Customer Experience


Customer Experience

Our guide to the California Consumer Privacy Act CCPA


A CustomerCount guide to the CCPA which may affect your business, your website, and most importantly, your customers with effect from Jan 1, 2020. Continue reading → The post Our guide to the California Consumer Privacy Act CCPA appeared first on CustomerCount.

CSM Confidential – Part 1: Difficult Customer Conversations


CSM Confidential – Part 1: Difficult Customer Conversations . . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated.

5 Tips For Developing A Successful Instagram Marketing Strategy


Instagram is the place to be for brands right now, assuming you have anything visual whatsoever to talk about. And even if you don’t, it’s time to change that. Here’s why – and how, with five tips for developing a successful Instagram marketing strategy. Take notes!

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Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How to Manage Company Politics

Beyond Philosophy

When I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be cheeky, the joke was not far from the truth. I spent my day navigating company politics.

Dog Days of the Contact Center: 5 Tips to Get More Contact Center Treats


Woof! . This is Caramel, and I am here to end your contact center dog days. Did you miss me since my last post? Today we will talk about one of the main factors in your contact center’s success: your owner at the company, or as you call it, your manager.

5 Ways to Formulate the Research Problem


Before you get started with any form of market research it’s important that you understand what a marketing research problem is and how to formulate one. Once you understand the problem you are researching you can start creating research surveys for free with Qualtrics.

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The Importance of Combining Your Learning Management System and Customer Support Software

Team Support

Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

Measuring the Success of Your Product Initiatives With Gainsight PX


Chances are you’ve heard the saying, “‘Everyone wants change, just not for them.”. If we’re being honest, we can all agree that the one constant in life is change—yet managing change can be difficult. Will the new thing be better than the old thing?

Campaigns We Love: Busch hides ‘Pop Up Schop’ somewhere in a National Forest

Gravy Analytics

Busch’s new ad campaign, “Pop Up Schop” , highlights the company’s commitment to the environment with its pop up shop in the middle of a national forest and a promise to plant 100 trees for every person that attends.

Understand The Location Intelligence Tech Landscape And Get Over Your Maps

Forrester's Customer Insights

Our most recent location intelligence (LI) research takes a deep dive into the LI landscape. The report titled, “Now Tech: Location Intelligence Technologies, Q3 2019,” analyzes 34 different players in the location intelligence market.

MRM Research Roundup: Mid-July 2019 Edition

Gravy Analytics

New data from Gravy Analytics compares foot traffic at major restaurants and fast-food chains serving Impossible Burger and Beyond Meat products. One of the key findings: restaurants serving the Impossible Burger appear to generally outperform those serving Beyond Meat products year-over-year.

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Sample Size Calculator


How many people do you need to interview to get results representative of the target population with the level of confidence that you are willing to accept? Sample Size Calculator. Qualtrics offers a sample size calculator online that can help you determine your ideal survey sample size in seconds.

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10 Customer Experience Conference Tips From the Event Pros

Smarter CX

Are you bound for a customer experience conference this year? The SmarterCX team and I are fortunate to cover customer experience events across the country, speak with CX leaders, see the latest CX tech, and also work with talented events staff who make it all happen. If you’re a CX professional, like our team, you’ve probably “worked” many of these events as a keynote speaker, exhibitor, or in another official capacity.

Customer Experience: The Golden Ticket to The Billion Dollar Club [INFOGRAPHIC]

ProProfs Chat

The importance of customer experience is something that cannot be stated enough. Go back to the last time someone asked you for a recommendation about a place to eat or a store. Which sort of place did you recommend?

Guest Blog: [Infographic] How Artificial Intelligence Can Help Your Brand Deliver a Better Customer Experience


This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want.

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.

Does Your Executive Team Understand Staffing Tradeoffs?

Brad Cleveland

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems.