Tue.Feb 21, 2017

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How Many Stages Should be in Your Customer Journey Map?

InMoment XI

You may have read our previous blog about the basics of customer journey mapping. Now we are going to answer the commonly asked question of how many stages should be in your map. The Basic Approach There are various ways to approach defining your map structure, and it depends on what you are trying to achieve. When building. View Article.

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Navigating Generational Differences in the Contact Center Workforce

BlueOcean

What makes a great contact center agent isn’t as easy to define as you might expect. Yes, they need to be great communicators and they need to have the chops to navigate call center systems and software in their sleep, but the best skills and personality traits differ from agent to agent, depending on the brand, the type of customer service, and the specific support channel.

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How Many Stages Should be in Your Customer Journey Map?

InMoment XI

You may have read our previous blog about the basics of customer journey mapping. Now we are going to answer the commonly asked question of how many stages should be in your map. The Basic Approach There are various ways to approach defining your map structure, and it depends on what you are trying to achieve. When building. View Article.

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The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39

Customer Bliss

Episode Overview. Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Robert Bridge is the Chief Customer Officer of Telegraph Media Company — a role which he came to after many years building up to this role from digital roles across multiple industries, including Yahoo.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, 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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How Many Stages Should be in Your Customer Journey Map?

InMoment XI

You may have read our previous blog about the basics of customer journey mapping. Now we are going to answer the commonly asked question of how many stages should be in your map. The Basic Approach There are various ways to approach defining your map structure, and it depends on what you are trying to achieve. When building.

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Report: State of the CX Profession, 2017

Experience Matters

We just published a Temkin Group report, State of the CX Profession, 2017. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. Here’s the executive summary: To understand the mindset and roles of customer experience professionals today, we surveyed 237 CX professionals and then compared […].

Report 133
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Are You Listening for Customer Discontent?

Wired and Dangerous

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rain storm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover. Cars slowed to a snail’s pace; streets gorged with torrents quickly looked more like a river than a freeway.

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Amazing Business Radio: Chip Bell

ShepHyken

Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty. First Up: Shep Hyken’s opening comments focus on how to inspire loyalty with your customers. He challenges you to go back to your team and ask them to take a look at other industries.

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The Best Reputation Management Software: 4 Features to Look For

ReviewTrackers

If you’re looking for a tool or software product to help you protect, manage, and build your company’s reputation, you’ll quickly realize that there are so many providers to choose from. You’re in a big, rapidly growing market, and it can be challenging to try to narrow down your choices. Do you start with a Google search and make a random pick based on what your gut tells you?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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5 Mistakes Your Employees Cannot Make on the Phone

Myra Golden

I just finished reviewing calls for a client I’ll be working with in Chicago. Before all of my onsite customer service training workshops, I like to listen to a random sample of calls between employees and customers. This call review helps me to know exactly where to focus in my training. In today’s call review I noted 5 communication mistakes customer service representatives tended to make repeatedly.

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Enterprise Content Management (ECM) Evolves from Platform to Services

Topdown

We’ve been delving into enterprise content management (ECM) technologies as prelude for discussing how we treat “content” in INTOUCH ® , our new customer communications management (CCM) software. Software vendors and enterprise leaders need to understand that ECM is evolving rapidly (we’ve written several posts on this topic ), and that technology choices made now will impact how smoothly organizations will be able to adapt their content management and digital experience delivery systems to the

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Making the Transition from Startup to Hypergrowth in Customer Success

ClientSuccess

Katie Rogers currently serves as the VP of Customer Success at SalesLoft , where she built the customer success department from the ground up. Salesloft is one of the fastest growing startup companies in SaaS today, due in no small part to Katie’s attention to detail and her wealth of knowledge in the customer success space. Katie brought this insight and knowledge to the CS100 stage , where she spoke to the engaged audience on starting and scaling an effective customer success team.

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7 Tips for Getting More Chat Calls from Your Website Visitors

Provide Support

7 Tips for Getting More Chat Calls from Your Website Visitors. Lots of businesses today use Live Chat software for their online customer communication needs. From small start-ups to major corporations, companies choose Live Chat as another customer service option for its high speed of resolution and incredible ease of use. Whether you are selling software, clothes, gifts, machinery, parts, books or any other type of product, Live Chat is a must to ensure consistently great customer service and h

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Top 10 Google Chrome Extensions for Salesforce Admins (Part 2 of 2)

West Monroe

Last week I shared five of my favorite Chrome extensions for Salesforce Admins that will enhance functionality and help you be more efficient. Below are five more excellent extensions that will help you make the most of Salesforce. If you need a reminder on how to install Chrome extensions, refer to my previous post for an overview. Do you have a favorite extension for Salesforce Admins?

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Announcing the 2017 Customer Experience Champion Awards – North America

Clarabridge

It’s that time of year again! It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first.

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Talkdesk Named Call Center Leader by GetApp

Talkdesk

Independent business tool analyst GetApp just released their Call Center Leaders report for Q1 2017 and the results show Talkdesk rapidly climbing to the top of the industry. GetApp’s quarterly rankings list the top 25 solutions in the call center space, evaluating them on five categories (each out of a possible 20 points): reviews, integrations, mobile, media and security.

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Starting a research mini-movement at InVision

dscout People Nerds

Design anthropologist Charles Pearson adds discovery to the Agile process.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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CX Can Make 2017 the Finest Year Yet for Your Brand: 3 Ways

Verint

Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? It’s no secret that the New Year is when most of us slow down for a moment to ponder life—what we’re doing right and where room for improvement lies.

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10 Ways To Improve The Online Customer Experience For Shoppers

LiveChat

There’s more competition than ever online as you try to sell your goods. Customers are looking for more than just a utilitarian shopping site, they want an experience. How can you tempt them away from the big companies and over to you? Here’s ten ways to improve the online customer experience on your website. 1. Identify your own brand’s personality.