Mon.Mar 11, 2019

Why is Evaluating a Crucial Part of Quality Assurance?


A good quality assurance program is built on evaluations. HR Management for CX Customer Experience CX Culture

Let The Data Be Your Muse


Some days, it feels like there really isn’t anything new you can sort out about your audience – and those are the days you are mistaken. If you allow the data to inspire your efforts, you’ll find the opposite to be true.

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Stop Ignoring the Impact AI Can Have on Your Business TODAY


With all the hype and promised potential of AI , how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, 2050? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves. I recently upgraded my phone.

#NoAgents: The Future of Customer Service in B2B Software


What’s that? No more customer service agents? Hang on—what are we saying exactly? Obviously we love our customer service reps, so we’re definitely not suggesting you get rid of them.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Benefits of Using QR Codes in Surveys: Part 2 of 2


QR Codes on Receipt-Based Invitations Increase Response Rate For over five years, a MaritzCX client in the shipping industry used a receipt-based online survey to measure the customer’s retail experience.

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More Trending

Does your service process require hoop jumping?

Wired and Dangerous

I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders. He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant. He also loved to tell stories.

Debriefing My Qualtrics X4 Experience

Experience Matters

Last week I joined more than 10,000 XM enthusiasts at the Qualtrics X4 Summit in Salt Lake City. This was my fourth X4, and the first one since joining Qualtrics. I really enjoyed seeing old friends and meeting many new ones. We have some really awesome clients! My head is still spinning from the amazing event.

How Storytelling Has Emerged as a Force in Marketing


Storytelling is the medium through which cultures grow and thrive. From a modern branding perspective, successful storytelling acts as an emotional glue, creating a loyal audience and engaging new customers. Some of the most iconic brands in history are great ‘story brands’.

An Uplifting Story: The “Luggage Boy” and his Zipper Dance

Up Your Service

The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

5 ways leaders can increase a culture of trust

Integrity Solutions

What are you doing every day to strengthen the culture of trust with your employees and customers? In our recent sales coaching research , 76% of the firms told us coaching is a critical driver of success.

5 Top Customer Service Articles for the Week of March 11, 2019


Each week I read a number of customer service and customer experience articles from various 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. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover.

Create the Love…Talk to Your Customers

CSM Magazine

Why wouldn’t you love your customers? They’re keeping you in business. It’s up to you to set the stage for some powerful long-term successful relationships by simply… showing some love.

New $11MM Funding Round for Stella Connect


This is an exciting day for StellaService as we announce the closing of an $11MM funding round for Stella Connect, and the sale of Stella Pulse to PowerReviews. All major […]. The post New $11MM Funding Round for Stella Connect appeared first on Stella Connect. Agent Engagement stella connect

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Relying on Job Titles for Your Professional Development Trajectory?

One Millimeter Mindset

How often do you rely on the job titles listed on resumes to propel your professional development trajectory? These job titles do not necessarily speak for themselves. First, job titles indicate (or at least should) a steady progression on increased responsibility and functional performance.

Birchbox Drives Customer Satisfaction With Stella Connect Service Recovery


Birchbox is a retailer that delivers personalized monthly boxes of makeup, haircare and skincare samples. As a subscription business, delivering best-in-class customer service is a top priority for Birchbox, which […].

Combine Switching Costs and CX Metrics To Get Hign Impact Insights

Middlesex Consulting

Recently, I read a fascinating article, “CX Metrics Aren’t Customer-Centric, But Should Be. Learn How” by Peter Fader and Sarah E. The authors show how combining customer switching costs with CX metrics and then looking at the results on a customer-by-customer basis through the lens of customer lifetime value (CLV) will result in meaningful insights […]. The post Combine Switching Costs and CX Metrics To Get Hign Impact Insights appeared first on Middlesex Consulting.

Invite respondents automatically via SFTP


Sending survey invites via email by uploading CSV files is one of the easiest ways of sending bulk invitations. However, some people can catch themselves importing CSV files over and over and over again for the same survey. Are you one of those people? Well then, you might consider integrating Enalyzer with your SFTP (Safe File Transfer Protocol) server to automate the process and save time. Automate, automate, automate.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

AI IRL Podcast Episode 10: Using New AI to Solve Old HR Problems


Subscribe via iTunes , Spotify and more. You may not think of your Human Resources department as a center of innovation but HR is using tools like AI to focus on how to develop people, acquire new talent, and other ways to better engage with employees.

How to Provide Seamless Customer Support With the Help of Technology

CSM Magazine

Imagine a world without technology. The ease and convenience we enjoy today would be a fantasy. Businesses are thriving and defiling geographical boundaries because of it. One area that has enjoyed enormous benefits of technology is customer service.

How Contact Center Downtime Affects Employee Performance


Do you know how contact center downtime affects employee performance in your organization? In today’s blog, we’re going to explore what happens to things like frontline engagement, productivity and trust when the contact center experiences an outage. It’s all part of ongoing series where we’re revealing the costly impact of downtime. You can learn more about the financial costs by reading last week’s blog.

How to Launch a Knowledge Management System (KMS)

CSM Magazine

Success in business today is becoming more dependent on a company’s ability to acquire, manage and utilize important information that is relative to their products, services, vendors, competitors, customers and potential customers.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How to Break Down Silos Separating Marketing and Customer Service


Silos. That most dreaded of institutional ideas, a word that implies your organizational structure isn’t cutting it. Customer Experience Customer Communications Customer Journey

5 Tips to Help Improve Your Customer Support Writing Skills

CSM Magazine

Offering your customers the possible best experience is the defining aspect that makes your business. Simply put, if your customers are not happy with the service you are offering, they will take their business elsewhere.

Great Key Account Management Resources, Coaches and Training Programs to Consider If You Want to Up Your Game


It doesn’t matter if you’ve been a key account manager for a decade or two or are new on the job; everyone can improve. Improving your key account management game and taking it to the next level means that you are up to date with the latest trends in Customer Success or Account Management, and you’re trying new strategies and approaches for your key accounts to see what works and what doesn’t.

Atoms Get Their Revenge At The Intelligent Edge

Forrester's Customer Insights

My colleagues J.P. Gownder, Craig Le Clair, and I just published the results of a year-long study to answer the question “What happens when digital business systems and physical-world processes come together?” The answer: Atoms get their revenge.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.