Tue.Jan 21, 2020

How to Use Artificial Intelligence in Your CX Program


Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes.

How To 195

3 Best Practices for Creating Dashboards That Tell a Dynamic Story


Maximize the Effectiveness of Your Dashboards Fighting for the attention of our colleagues and executives is hard, let alone, having the ability to inspire them to think differently or make necessary changes is even harder.

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How did you perform during your recent customer experience ‘stress test’?

NICE inContact

Most, if not all businesses are wrapping up an informal ‘stress test’ on their customer service operations that could have a big impact on their business for the coming year and beyond.

3 Ideas to Improve Your Voice of the Customer Methodology

Experience Investigators by 360Connext

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview. You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.”

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How to Use Artificial Intelligence in Your CX Program


Artificial Intelligence (AI) can be a powerful tool for delivering great customer experience (CX). Here are 4 ways you should apply AI in your CX program. Articles

Tools 195

More Trending

New Research Digs Into Industries And Consumer Feedback Patterns

Experience Matters

The XM Institute is kicking off the year with a research bang. In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience.

Blue Ocean Named as Finalist in 2020 Stevie® Awards for Customer Service Success


Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service.

From Build to Integration: The Essentials of a Successful VoC Program


Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX).

Visually Enhancing Agent Experience Creates Better CX


With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Amazing Business Radio: Jim Gilmore


Excellent Service in an Experience Economy. How to Create an Experience That Wins Customers. Shep Hyken interviews Jim Gilmore. They discuss the new edition of The Experience Economy: Competing for Customer Time, Attention, and Money , which Jim co-authored with Joseph Pine.

Customer Patience Is Finite (Why I Dumped My Favorite Restaurant)

Customers That Stick

Last year, on January 3rd, I went to my favorite lunchtime restaurant. I remember the date, because it was my first restaurant meal of the new year; it was also the last time I ate at that restaurant.

Why Idealized Storytelling creates Decision Making Skepticism

One Millimeter Mindset

Idealized storytelling creates perfect story scenarios in which products, services, programs are placed. Not surprisingly, these stories always seem to have fairy-tale outcomes, where everyone lives happily ever after. Mostly, due to the outcomes created by our products, services and programs.

Understanding the Customer Success Team Structure


The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

A Guide to HomeAdvisor for Business


In the last five years, there has been a rise in the number of sites made available to consumers for the central purpose of connecting businesses with pre-qualified service providers.

Avoid this massive mistake being made with AI

Beyond Philosophy

How AI will Change CX for the Future. Customer loyalty is what most businesses want. The more your customers buy from you, the more you improve your bottom line, not only in increased sales but also in decreased customer acquisition costs.

How to Create an Omnichannel Customer Service Experience


Did you go see the new Star Wars movie over the holidays? If so, you may have looked up reviews on your computer, watched a preview on your iPad, purchased tickets on your mobile phone, and used SMS delivery to show them to the usher. . If so, this isn’t a unique customer experience. Today’s consumers are screen-shifters by nature, and it’s changed the customer journey to an omnichannel experience that incorporates many different devices and platforms. .

QUIRK’S LONDON 2020: What we’re looking forward to most


In anticipation of Quirk’s London… Quirk’s Marketing Research Review organizes industry events each year at three locations – London, New York, and Chicago. The first of those will be held in just a few weeks!

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Three Marketplace Takeaways from Last Year’s Black Friday/Cyber Monday


The Uplight Marketplace squad has just recovered from another exhilarating and successful Black Friday/Cyber Monday season. Utility marketplaces are one-stop-shops for energy-related products and services–representing a unique opportunity for utilities to provide unexpected value to their consumers.

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Engagement Workshop: How to Recruit Enthusiastic Testers


What makes an ideal tester ? It isn’t just the right demographic or technographic qualifications — though target market testers are essential to netting accurate and actionable insights. But there’s another factor that goes beyond looking the part on paper. That X-factor?

Christmas Parties for Employees: What Not to Do

CSM Magazine

Well, it’s that time of year again. Even if you are not the most social person in your office, this tends to be the time where most of the company get together and hopefully, have a good time. Of course, definitions of good times vary between individuals.

5 Reasons to Launch Your Contact Center to the Cloud

The DiJulius Group

This article is brought to you by Nick Glimsdahl, MBA. As the primary point of interaction between your business and your customers, a contact center is often the heartbeat of an organization.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

SMG moves into 2020 with tech enhancements focused on feedback innovation


The tech enhancements released over the last quarter of 2019 were designed to inspire smart changes in our clients’ business, equipping them with the latest and greatest in experience management (XM) technology. Products + Technology CX Programs

Vanity Metrics Are Meaningless


With the social analytics industry offering a push toward real-time models where information is available as fast as it comes out on channels, leading agencies are seeking solutions that offer predictive analytics as well. And they’re finding them.

AI IRL Podcast Episode 47: 3 Takeaways from the the US Government’s 10 AI Principles


Subscribe via iTunes , Spotify and more. The White House released 10 new AI principles it believes will establish the US’s continued leadership within AI.

5 Golden Rules of Customer Service for a Flooring Business

CSM Magazine

Successful companies always keep their customers happy. They adopt strict codes of customer ethics and enforce it in all areas of their business. The outcome is that customers reward them with their increased loyalty and devotion to the firm.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.