Wed.Jun 19, 2019

Humanizing the Customer Experience


In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience

How To Measure Service Quality


In 2019, it’s imperative that you provide excellent service to your customers. With a wealth of competition, companies that don’t compete on customer experience will lose customers to those that are continually delighting and providing a high quality of service.

Customer Training: The Secret to Scale in Customer Success

CSM Practice

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey.

With CXone, Fossil Group Unifies Contact Centers, Raises Performance

NICE Systems

Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons.

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.

Develop a Killer Metric to Drive CX Action

Heart of the Customer

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change.

More Trending

6 Customer Retention Strategies that are Here to Stay


If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime.

Five Ways to Eliminate Customer Service Friction


It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s easy to switch companies, they are quick to switch when the experience is less than convenient. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time.

Astea Partners with YASH Technologies


Astea Partners with YASH Technologies to Help Service Providers Derive Maximum Value from the Alliance Enterprise™ Solution. YASH will help drive the implementation and adoption of Astea’s best-of-breed field service management solution. HORSHAM, PA (June 19, 2019) — Astea International Inc.,

Four Significant Ways that AI is Quickly Changing the Customer Experience Landscape

Wootric CX Blog

As a customer, how many times have you waited to get in touch with a customer support agent on the phone, listening to a monotonous tune or promotions on loop, only to get frustrated and hang up without receiving any response to your query? . Of course, you never went back to that brand again.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

The Social Sentiment Power of Brands’ Everyday Audience


With social audiences relying on other consumers (versus brands) for information and recommendations on everything from laundry detergent to Netflix shows, it makes perfect sense that brands would turn to members of their audience when marketing. Here’s why it’s a brilliant move.

Why Storytelling creates Employee Development Value

One Millimeter Mindset

What opportunities do you offer to enhance employee development value? Because your employees look to you for direction. Towards where they go next. How they grow within your organization. Do you provide valuable reasons for current and prospective employees to join or remain part of your workforce?

Effort and Responsiveness in Customer Service Impacts Customer Loyalty

CSM Magazine

Customer expectations of interactions with brands and businesses have intensified and show no sign of slowing down. Increasingly time-poor consumers often expect an organisation to know what they are contacting them about, and how to resolve any issues on demand.

Answers To The Top 6 Questions Each CXE Should Be Asking

The DiJulius Group

A Customer Experience Executive (CXE) provides a comprehensive and authoritative view of the customer. This role is responsible for creating corporate and customer strategy at the highest levels of the company to maximize Customer acquisition, retention, and profitability.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

The Essential Role of the Tech Team in Enhancing Customer Experience

Hero Digital

We live in the age of the customer, a time when focusing on exceptional customer experience (CX) is vital for business growth. Research shows that with a modest improvement in CX, a typical one billion dollar company can gain $775 million in revenue over three years.

Marketing Attribution Defined & The Power of The Algorithm


Marketing Attribution Defined. Marketing attribution refers to the science of assigning credit (often in the form of revenue) to the marketing touch points that influenced a conversion. Marketers use attribution as a tool to quantify the impact of marketing efforts and help them decide what to do next

Tools 62

SimpleBills makes their customer service experience complete with Talkdesk


I used to live with roommates throughout most of college. Because of the high cost of living in the Bay Area, I always shared a place with at least two friends. Managing the utility bills was always a chore – who’s name will it be under, how much do we each owe, when is the money due, etc.

5 ways training can transform your customer service


Date: Wednesday, June 19, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 5 ways training can transform your customer service. Published on: June 19, 2019.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

People, process and technology tactics to serve your customers' emotional needs


Engagement. 2 strategies to serve customers' emotional needs

Customer Training: The Secret to Scale in Customer Success

CSM Practice

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey.

CCPA: All you need to know about the California Consumer Privacy Act


If you have a business in the European Union, during this last year, you’ve most likely been hearing nonstop about the General Data Protection Regulation (GDPR).

9 Ways to Respond to Negative Feedback About Your Business


The post 9 Ways to Respond to Negative Feedback About Your Business appeared first on Survicate. Customer satisfaction User feedback

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Why Is Customer Satisfaction Key for Courier Companies?

CSM Magazine

Some rules are the same for every business, no matter what niche or industry they’re operating in. Pleasing customers is certainly one of them. Still, with the shopping experience stretching beyond the bounds of a one-dimensional experience, satisfying the target audience is harder than ever before.

How To Improve UX For Employees

Forrester's Customer Insights

Recently, I attended Rosenfeld Media’s Enterprise Experience Conference, as an input to research I’m conducting about enterprise UX.

5 Common Errors in the Research Process


Designing a research project takes time, skill and knowledge. If you don’t go into the process with a clear goal and methods, you’ll likely come out with skewed data or an inaccurate picture of what you were trying to accomplish.

Breaking down the walls: Loyalty Magazine Awards 2019

Currency Alliance

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time.

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.