InMoment XI
JULY 21, 2017
Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan. In many cases, the best evolution happens as you follow the proverbial tea leaves—reading what the future holds and letting each initiative guide you to the next. In.
Experience Matters
JULY 21, 2017
After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies? The answer is yes! I analyzed the happiness of consumers (based on the degree to which they agree with the statement “ I am typically happy “) and the Temki
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InMoment XI
JULY 21, 2017
Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan. In many cases, the best evolution happens as you follow the proverbial tea leaves—reading what the future holds and letting each initiative guide you to the next. In. View Article.
Alida
JULY 21, 2017
Most companies today have a customer relationship problem. Many brands simply have no idea about the evolving needs of their customers, and that’s impeding their ability to build a closer relationship with customers. In fact, according to a study commissioned by IBM , nearly 80 percent of consumers don’t think the average brand understands them as an individual.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
CX Journey
JULY 21, 2017
Image courtesy of Pixabay You can't just "do CX." There's more to it than that! Have you been tasked with improving the customer experience in your organization? Were you volun-told into a CX role? Were you asked to "do CX" because it's now the topic du jour? Guess what? You can't just "do CX." Transforming the customer experience is much more complex than that simplified command.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michel Falcon Experience
JULY 21, 2017
One of the challenges of being an entrepreneur or leading a team is when you lose a key member of your team. At first, you may feel a sense of anxiety or resentment. More over, you’re often faced with the employee “checking-out” and coasting after they have given their notice. In this video, I share three ways to maintain employee engagement up until their last day with your company.
UJET
JULY 21, 2017
Artificial Intelligence, otherwise referred to as AI, is grabbing a lot of headlines these days. The concept of intelligent, data, or pattern-driven automation is very exciting. Particularly, when it comes to AI and customer support, it’s (often) deemed the next big thing. If we look through the current implementations, however, about 91% of customers claim that live agent telephony is still their preferred communication channel.
Vocalabs
JULY 21, 2017
Customer Experience is Driven by Core Values. Peter Leppik. Fri, 2017-07-21 13:26. Customer Experience. It seems that corporate culture may soon be having a moment. An article in Recode yesterday by Patrick Quinlan highlights the many recent high-profile examples of corporate misbehavior, such as Wells Fargo to Uber, and argues that the root cause of these problems is that many companies have viewed ethics through the lens of compliance rather than core values.
Strativity
JULY 21, 2017
The adage that “the customer is always right” is a myth. Customers are often wrong. But how do you handle a customer who is in the wrong while still delivering an exceptional customer experience? The post The Customer is NOT Always Right appeared first on Strativity.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
COPC
JULY 21, 2017
The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. In anticipation of publication of the full report, we invite you to check out the newly released executive summary , which provides an overview of the coming report as well as select findings.
ClientSuccess
JULY 21, 2017
Customer Success Innovator of the Year Award. We’re excited to announce the Customer Success Innovator of the Year Award. About the Award. The Customer Success Innovator of the Year is a peer-to-peer recognized award based on innovations that drive results in customer success. “As we meet with customer success executives throughout the world, we’re inspired by their innovations and want to create a platform to recognize these forward thinkers,” said, Dave Blake, Founder and CEO of ClientSu
Clicktools
JULY 21, 2017
Have you ever heard of the “customer experience perception gap?” It’s defined by a statistic that has been around for several years: 80% of executives believe that they deliver a superior customer experience, but only 8% of customers agree. What gives? How is that possible? Thanks to the fact that many companies still live by the old management adage “the purpose of a business is to maximize shareholder value” rather than by Peter Drucker’s mantra “the p
Brad Cleveland Blog
JULY 21, 2017
From the video series "Thriving in the New Era of Customer Relationships"
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Talkdesk
JULY 21, 2017
Talkdesk is packing our bags and hitting the road for the 2017 Talkdesk Road Show ! It’s the perfect time for your company to learn more about how tomorrow’s technology can benefit today’s customers; we’ll be showcasing Talkdesk and talking about the intelligent technology that powers our software. Explore our contact center software and see how it can support your growing company.
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