Thu.Mar 15, 2018

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Telecoms and Retention: Are customers leaving as fast as your internet speed?

CloudCherry

The customer experience wave has disrupted several industries and Telecom is one of them. Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?) but are making it a point to tell their friends and social connections about their frustrating experiences. Given what’s happening in the market, it is crucial for telecom brands to not go out all guns blazing and pump millions of cash into advertising and marketing to attract new customers.

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Humanize Customer Experience (Infographic)

Experience Matters

As you hopefully already know, Temkin Group has labelled 2018 The Year of Humanity. As part of our focus on this topic, we put together this infographic that focuses on how we can Humanize CX. It identifies six fundamental characteristics of human beings—Hopeful, Intuitive, Self-Centered, Emotional, Motivated, and Social—that you need to keep in mind when you’re thinking about your customers and employees.

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Inside the Mind of the Millennial Pet Owner

QuestionPro Audience

Do you consider your pet to be part of your family? Or even, your “fur child”? Then you’re in good company. It’s no secret that millennials are putting off marriage and starting families later in life, and that may be in part due to their “starter children”. A recent study conducted by Gale found that 44% of millennials see their pets as “practice” for the real thing, with 21% citing that as the main reason for getting a pet, and 23% saying it was at least partially the reason.

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You’ve Got Data? Well Don’t Start There!

C3Centricity

Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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.

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CX Trendsetters: Is the Future of Malls a Robot Named Pepper? 

Centriam Customer Experience Lab

The Mall of America delights patrons with a chatbot creating a high-tech, engaging retail customer experience. With the increase in online shopping and questions whirling around the relevancy of brick and mortar shopping malls, our local retail icon, Mall of America, welcomed a new chatbot named Pepper. The chatbot can not only direct visitors to specific locations within the mall, it can talk about deals and promotions, and even connect them to an actual human being.

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More Trending

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Why Human Connections Never Go Out of Style

Experience Investigators by 360Connext

The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey.

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6 CCOs Share Lessons They’ve Learned During CX Their Journey

Customer Bliss

I’m so excited to say that the podcast is nearing its 100th episode! I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests.

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Hear from Top Customer Experience Experts – Plan your Interactions 2018 Agenda

NICE inContact

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! We made sure to choose topics that are top of mind for any customer service organization AND we brought the best industry experts to deliver them.

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Build A Customer-Oriented Culture: An Exclusive Interview with Mr. Stefan Michels, Director, Customer Service and Experience, QVC

Customer Guru

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 are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Contact Center Best Practice #5: Balance Expectations and Communication

NICE inContact

This series has focused on the specific ways to transform your call center with a sound self-service strategy. The success of your overall program, however, relies on the balance between realistic expectations and effective communication to all stakeholders: organization, agents, and customers. In this way, you will meet and even exceed the goals you set for your contact center.

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How To Create And Act On Employee Feedback Surveys

Second to None

While brands are always attempting to capture an accurate understanding of how customers perceive their products and services , some of the most relevant data for improvement can be collected via internal survey programs. Employees can help unlock answers to vital issues facing organizations in any industry, because they are the ones on the frontline experiencing how the strategies theorized by leadership are performing in reality.

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Whats Makes A Customer Success Manager Successful?

Amity

While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for. When it comes to measuring our own success as a Customer Success Manager, it is absolutely critical to keep in mind the importance of various goals and KPIs , like CSAT metrics and more. As CSMs, we’re used to bouncing off a number of metrics and statistics used to measure our customer's success but it gets a little tricky when w

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Vlog Series Part III: Digital Transformation & The Customer Experience

Truthlab

Reading Time: 3 minutes Chris: So, now that we’ve built a journey map, and we’ve validated with customers, we’ve interviewed them, we understand their needs and desires; how do you improve it and know that you’re actually improving their experience? Kirsty: Sure. So, as Peter Drucker, the management consultant, famously once said: if you cannot measure it, you can’t […].

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Stop Hiding from Your Customers: Changing Self-Service for the Better

Bold360

When it comes to customer support, self-service is stealing the show. So much so that the Harvard Business Review reports that 81% of consumers try to self-serve before calling a contact center. Yet, many companies still make it extremely difficult to solve problems on their own and yet don’t have the resources to take care of every customer request in a timely manner.

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Handling Dead-Air Space On a Customer Service Call

Myra Golden

If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. You’re working… you know that. But for the customer, dead air space feels awkward. So we need to learn the best way to fill the silent seconds. Today, I’ll show you five ways to avoid the uncomfortable dead air space. 1.

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5 Can’t-Miss Marketing Sessions at Oracle Modern Customer Experience 2018

Oracle

Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Over 150 of these sessions will focus specifically on marketing trends and technologies. **Ready to register now for Modern Customer Experience 2018? Visit the registration page and use discount code “SmarterCX” to get $500 off the onsite rate now through April 9, 2018.

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How to Tell Customers What They Don’t Want to Hear In a Chat

Myra Golden

I was chatting with a company about a price drop. I’d bought something for my Dad and had it shipped directly to his home. Two days after the shipment arrived, I saw on the company’s website that the price had dropped by $20. So I reached out over chat, and this is what I was told: “We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Connect with Lenati at Adobe Summit 2018

PK

Lenati is looking forward to attending the Adobe Summit in Las Vegas from March 26 th through March 29 th. The Adobe Summit provides a fantastic opportunity to learn how brands are leveraging different pieces of the Experience Cloud to help enable their businesses, and gives us valuable insight into the future Experience Cloud product roadmap. “This year I’m really interested in how B2B companies are successfully leveraging the Adobe Experience into their existing CRM stack,” says Kirk Johnson,

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Always Link the Communication Chain

Myra Golden

Psychologists talk about what they call the Communication Chain. The Communication Chain says that when a person puts out a verbal message, they expect a response to that message. That first message is a link in the communication chain. If there’s no response to the link, the chain is left unlinked or broken. Let’s say that instead of reading this email, you’re a participant in one of my workshops.

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Freshdesk + Helpware = Scaling Customer Support Efficiently

Helpware

Join the On-Demand Customer Support Revolution! Grow Your Customer Support Team Efficiently. Helpware and Freshdesk have partnered to bring Freshdesk customers a “pay for performance” solution where Freshdesk customers can scale customer support teams efficiently with simple and affordable pricing. Every day at Helpware, we work on tens of thousands of customer support tickets for our clients. .

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Do businesses understand what customer experience teams do?

MyCustomer

Engagement Do businesses understand what CX teams do?

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Cutting Through The Noise And Defining The Value Of The Digital Twin For Your Business

Forrester's Customer Insights

There’s a lot of talk about the digital twin in the business world these days, but the definition remains murky. Think of the digital twin as a virtual mirror. If you move one way – so does your reflection. Your reflection is also unique to you.

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Eight questions every CX leadership applicant should ask in their job interview

MyCustomer

Engagement Interview questions CX manager candidates must ask.

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Boost Your Innovation Capabilities With A Corporate Incubator Or Accelerator

Forrester's Customer Insights

Your current market position is no guarantee for transforming into a successful digital business. To enhance their innovation capabilities and boost the necessary culture change, many traditional businesses are looking to startups as one option to drive service differentiation. Transformative innovation supports the shift toward a customer-obsessed strategy.

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9 Ways Your Customer Communication Can Increase Referrals

ProProfs Chat

It’s no secret that businesses put a lot of effort into finding new customers. However, putting effort towards returning customers can turn out to be more beneficial. In fact, studies show that repeat customers tend to spend more money than new customers. On top of that, they’re likely to refer your business to their friends. But attracting new customers to your business becomes an expensive method in comparison to retaining existing customers.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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The Philippine Call Center Industry: A Brief History

Magellan Solutions

As a sub-sector of the business process outsourcing (BPO) industry, call centers in the Philippines remain as a major contributor of the country’s economy. This is despite the looming challenges of integrating artificial intelligence to basic voice and non-voice processes. Additionally, it remains as a strong, dependable pillar for many Filipinos as it continues to open thousands of job opportunities each year —generally alleviating the country’s unemployment problems.

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Do’s & Don’ts When using Live Chat for your Website

ProProfs Chat

What truly makes a business successful? Is it the product provided at competitive rates? Or the employees that brainstorm and put in their hours of work to perfect the product? You may agree with both. But that’s not it. A strong and satisfied customer base is one of the most important factors for a business to reach new heights of success. If you lack strong customer base, it may become difficult for your organization to proceed further in this competitive market.