Storyminers

AUGUST 28, 2017

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you). It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience.

Brands 350

Brands Healthcare Roadmap Exercises 350

Uniphore

AUGUST 28, 2017

Turning disruption into opportunity. One of today’s major buzzwords is ‘digital disruption’, which sounds scary, but in fact offers many opportunities for contact centers to improve their service levels. Read More.

Contact Center 113

Contact Center 113

Beyond Philosophy

AUGUST 28, 2017

I watched the recent solar eclipse from my home in Sarasota, USA, standing in the blistering Florida heat as the moon’s shadow gradually ate away at a little circle of light projected through a pinhole. It all seemed to be over very quickly! But it’s our memories of the eclipse, more than the eclipse itself, that will shape our feelings about it. The eclipse is a good example of the way our experiences are influenced by our memories.

Call Center 112

Call Center Measurement Loyalty Interaction 112

Wired and Dangerous

AUGUST 28, 2017

CX (customer experience) has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” from “customer experience” The by-product was aptly characterized by a friend of ours describing her bank. “They installed this new customer experience management system so all my correspondence from them is now tailored––they even knew my son was heading off to college this year.

Customer Experience 87

Customer Experience Fashion Social Media Retail 87

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ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. (Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

LiveChat

AUGUST 28, 2017

If you haven’t got a chance to have at least 10 chats on your website, you probably don’t realize how LiveChat works and how much it can do for you. After analyzing our customers’ chats and sales, we know that the more chats they have, the more they see how LiveChat helps them. It’s especially important during the trial period when you have 30 days to try LiveChat for free.

Multi-Channel 34

Multi-Channel Social Media Travel Advertising 34

dscout People Nerds

AUGUST 28, 2017

Buzzfeed’s Anne Helen Petersen on popularity and what it tells us about ourselves.

45

45

Verint

AUGUST 28, 2017

In my last blog, Social Communities—Hey, Get Your Own! , I explained how public social networks and corporate-owned social communities are used to expand reach and improve customer engagement. In this blog, I’ll explore how these networks and communities—when used together—create a more comprehensive, consistent and satisfying customer experience. Social communities and corporate-owned social communities are key sources of social listening, responding, learning and applying.

Social Media 35

Social Media Customer Service Customer Engagement Engagement 35

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. We will walk you through customer journey mapping and best practices and present alongside a case study with Emirates Airlines.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

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Communication