Tue.Nov 05, 2019

Does Your Sales Team Have Bad CX Habits?


Leaders want to deliver exceptional experiences. We all want to deliver for our customers, starting with a sales experience that builds trust between our organization and our buyers. After all, sales sets the stage for the entire customer journey.

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CX Experts Share Tips and Tricks for Getting Messaging Right

Think Customers

The future of customer service rests on an organization’s ability to recognize and meet customers where they are. Incite Group’s 9th Annual Customer Service Summit in Brooklyn focused on a growing and increasingly relevant platform: messaging.

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The #1 Mistake to Avoid When You’re Writing Surveys


Here you are, running another Customer Validation (CV) survey. Your survey is packed full of questions that will yield meaningful product insights, like “ What issues are you encountering? ” and “ What do you like most about the product?

TruGreen and CXone: Service Satisfaction and Revenue

NICE inContact

With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience.

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.

5 Leading Augmented Reality enterprise use cases


Augmented Reality (AR) is fast becoming an accepted part of our lives. A recent survey indicates that more than 68 million people are already using AR, and that number is expected to grow to 85 million by 2021.

More Trending

The Top 5 Product Usage Metrics for Customer Success Teams


Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer.

5 Reasons to Make Thanksgiving a Habit

Daniel Group

For those of us in the US, the Thanksgiving Day holiday is just a couple weeks away. Millions are flying, driving, cleaning and cooking, all while trying to keep the wheels turning at work for another week or so. The run-up to Thanksgiving is often busy, and for some it can feel overwhelming.

Driving Sustainable Growth and Diversifying Success


Vincent Manlapaz, in an interview with Matt Myszkowski, VP of Customer Success at SAP, shares a strategic approach in creating a "growth mindset" in the organization and modernizing the CS program. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Uberizing the Utilities Sector in the Fourth Industrial Revolution

CSM Magazine

Louise Robertson, Global Marketing Director at Localz, examines the impact of the ‘IConomy’ on the customer experience. We are in the fourth industrial revolution: the IConomy.

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.

How DemandJump helps you Get the whole story™




Brands Attracting VSCO Girls with Social Listening


Understanding trends is important for marketers, of course. And that applies to every trend – including confusing, generationally segmented trends, like VSCO girls. What’s there to know about it?

Who is Winning the CX Battle: Chatbots or Solvvy?


We’re often asked if Solvvy is a bot. The short answer? But to help you understand, we can go deeper than that. Read the infographic to make your decision on who wins the customer experience battle! The post Who is Winning the CX Battle: Chatbots or Solvvy? appeared first on Solvvy

2020: Consumer Trends for the Restaurant Industry

Brandwatch CX

Consumer Trends 2020 Uncategorized

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.

Survey Best Practices that Increase Customer Response Rates


MaritzCX “Survey on Surveys” Measures Increase Customer Feedback Requests Survey Results Provide Valuable Customer Insight Unbiased feedback is a precious gift from customers. After all, customers who share their feedback want their input to matter and to be valued by the company that serves them.

October Community Highlights


We’re back with a new Community Highlights for October. Let’s jump right in, shall we? We’re proud to share that Khoros was a strong performer in The Forrester Wave TM : Social Suites, Q4 2019! Read 's article to learn more about The Forrester Wave TM : and key takeaways from the report.

12 Helpful Tips To Delight Your Customers


Do you really need to delight your customers? How do you do it? What is the difference between customer satisfaction and customer delight?

8 Tips for Implementing a Seamless Document Workflow


If you’re running a business in a Web 2.0 , digital world, you need to make sure that you’re built like it. This means looking into the workflows and processes that keep you ahead of the game and on top of your most important tasks.

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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.

How to ensure your CX programme has 2020 vision


Download the Guide. Lead goal. TM Form. TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource

Delighted's retail customer experience guide for 2020 and beyond


Historically, the backbone of retail has been predicated around selling goods from a physical location. In the pre-internet days, department, warehouse, discount, big box, and mom-and-pop stores were where consumers would purchase goods for personal use. Retail customer experience was predicated around these physical elements and touchpoints: Are the employees helpful? Does the store carry the products customers are looking for?

A Preview of Retail Innovation in 2020

Smarter CX

Retail innovation is constantly evolving, from established brands testing new customer experiences to the changing face of service delivery. Retailers of all sizes are pushing the envelope to stand out through their CX. What retail innovations are on the horizon for 2020? To get a beat on the market, we’re rounding up some of the key themes from the key retail conferences of 2020 to look ahead at what forces are likely to be shaping retail in the months ahead.

Easy Connections Can Misdirect Us


The journey to insights has more twists and turns, peaks and valleys, deserts to cross and streams to ford than we generally acknowledge. There is more that is unknown than we care to admit. Mysteries abound, and sometimes we are blind to them because we think we know the answer. We interpret new information by making connections to what we already believe. When we make those associations it feels right, and we assume we have a good understanding—even when we might be off the mark.

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!

Why Qualtrics – Kaya van Enckevort – Enterprise Account Executive – Amsterdam, Netherlands


At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Kaya’s “Why Qualtrics” story. I love new experiences. I love pushing out of my comfort zone and I love seeing things grow.

Money20/20: My Five Key Takeaways

Forrester's Customer Insights

I had the privilege of attending Money20/20 in Las Vegas in late October. Over three days, I had more than 20 meetings with the best thinkers in payments. Here are my five key takeaways: The distinguishing lines between merchants and fintechs continue to blur.

Why Qualtrics – Kaya van Enckevort – Enterprise Account Executive – Amsterdam, Germany


At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Kaya’s “Why Qualtrics” story. I love new experiences. I love pushing out of my comfort zone and I love seeing things grow.

What Will Mobile Commerce Look Like In 2030?

Forrester's Customer Insights

mCommerce in 2030 will not be mini eCommerce. In an upcoming stream of research, my colleague Julie Ask and I asked a simple question: What will mCommerce look like in 2030? We identified six technology categories that will be key in evolving your company’s future mobile solution.

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.

How To Impress Holiday Impulse Buyers With Online Reviews


Updated: 11/5/2019. Her brakes have just gone out. Alina Tugend couldn't drive her care home safely. To make matters worse, her two children were in the back seat. Fortunately for her, she was at a standstill. She was able to inch over to the shoulder using her emergency brakes.

Predictions 2020: Old Rivalries And New Entrants Will Preoccupy Bank Execs

Forrester's Customer Insights

Incumbent banks will be challenged on multiple fronts in 2020. Read our predictions. age of the customer banking fintech prediction promoted

Amazing Business Radio: Augie Ray


The Bottom Line of Customer Experience. Creating a Customer Experience that Results in Financial Gain. Shep Hyken interviews Augie Ray from Gartner. They discuss the importance of investing in the customer experience and how to build a CX that will benefit both customers and companies alike.