Thu.Jan 09, 2020

When CX Is a Matter of Life or Death

Heart of the Customer

If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives.

The Meaning of CX – not that CX – this CX – the Colleague Experience

Innovative CX

There’s been plenty written about how to improve your customer experience. Lately it seems like we are all talking about the importance of the employee experience as well. The linkage between the two is imperative to improving both experiences. The Colleague Experience differs from these two.

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How to Improve Your Customer Expansion Strategy


Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy.

The Power of Empowerment: Agents and CX

Upstream Works

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time.

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

A checklist for starting to measure customer experience


We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS

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Webinar: 3 Proven Ways To Master The Customer Journey

Kerry Bodine

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business.

What’s Happening Now with Self-Service and AI? Four Must-Know Call Centre Strategies

NICE inContact

Rewind the clock for a moment to 20 years ago, when self-service first began in call centres. The approach was simple, and customers were bound by one of two options within the self-service IVRs — just press one for this and press two for that.

Younger Next Year by Crowley and Lodge (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Younger Next Year by Chris Crowley and Henry S. Lodge, M.D. We are starting off the year with a bit of a departure from our normal business books.

4 Ways Complex Story Details do not catalyze Decision Making

One Millimeter Mindset

Are complex story details in the stories you tell falling short of getting your point across to colleagues, investors and clients? As a result, the decision you ask them to make is lost in the details you spiel at them. This is not exactly the storytelling outcome you desire, is it?

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.

Even Unicorns Need to Monitor Mentions


Social analytics clues are everywhere, if brands look for them. Scratch that – they’re everywhere if brands use the right tool to look for them. And even unicorns need to monitor mentions, after all. Or at least they should be!

How to Automate Your Finance Processes


As much as you wish your ERP could complete all the work for in your financial department, there are still disparate forms to fill, data to upload, and approvals that need to be signed off.

Return to Me: Your Product Returns Could Lead to Returning Customers


The instinctive non-decision to include a “Return Note” when buying a gift for a loved one is a tiny moment of self-reflection. In your heart of hearts, you don’t want it to be used. You want your gift to be perfect.

Intraday Agent Inspiration Techniques You Must Consider


According to Glassdoor, appreciation is the single most critical element for motivating customer service teams.

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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.

5 Reasons to Agents Benefit from a Customer Experience Focused Platform


Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. These channels are still popular, but they can also be time-consuming for agents and customers. More channels are being added like messaging through SMS /MMS, Rich Communication Services and website chat. Along with messaging, support in apps is becoming a standard. Native app support reduces friction by allowing important customer information to be shared with agents automatically.

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What is Customer Churn? Learn About Types & Effects of Churn

ProProfs Chat

An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business.


Michel Falcon Experience

BREAKING IT DOWN EPISODE 1 FT. Kristi Herold. On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. I HAVE NOT BEEN PREPPED. What does this mean?

Four factors that will reshape customer experience roles in 2020


Loyalty 4 factors that will reshape CX roles in 2020

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.

Whirlpool plays dirty on washing machine refund saga

Helen Dewdney

Appliances giant faces criticism for washing machine recall delays. Whirlpool, the white goods giant whose brands include Hotpoint and Indesit, has at last announced its plans for a partial recall of its faulty washing machines.

The State of CDPs: 2020 and Beyond


CDPs were the technology darlings of 2018 and 2019, and it seems as if they’re poised to continue their reign into 2020. Rather than slowing down, the CDP market has exploded. And everyone from the smallest startups to the largest marketing clouds want a piece of the action.

Why CAHPS alone won’t satisfy the growing demand for top-notch patient experience


79% of healthcare professional say the patient experience is a top priority—but only 31% have well-established efforts in place. CX Programs Healthcare

A Brief Guide to Moving From Academic Research to User Experience Research

dscout People Nerds

The transition to UXR from the world of academia can be rough. Here’s how to make it smoother.

Your Complete Customer Engagement Handbook

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

75% decrease in cost per acquisition


The post 75% decrease in cost per acquisition appeared first on Optimove. library


Brand Communication: What it is and How to Do it Right


According to statistics , up to 89 percent of marketers surveyed claim that building brand awareness is their number one goal. However, before you dive headlong into building brand awareness, you need to know about something that is key to the process. This is brand communication.

Optimove - Untitled Article


Optimove Resources for Retailers. Your browser does not support the video tag. Your browser does not support the video tag. eBooks. Customer Stories. Filter by type: View All. eBooks. Customer Stories. eBooks, Guides & More. 9 Creative Email Tactics Used by Smart Retailers. 10 Ways Online Retailers are Using Actionable Insights to Power Growth. DIY Hack: How to Calculate Customer Lifetime Value. Buyer’s Guide to Customer Data Platforms. Why B2C Marketers Need a Relationship Marketing Hub.

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3 New Year’s Resolutions Made Easier with Tech and Apps

Smarter CX

A recent Ipsos survey on behalf of Urban Plates found that 38% of Americans are making New Year’s resolutions for 2020 — and many more will likely join in. Here’s a peek at how 3 of the top resolutions — finance, weight loss, and physical and mental health — can be assisted with tech and apps. Manage finances. Will 2020 be the year to bring home the bacon? According to the Ipsos survey, 51% of Americans have goals that involve their finances. Looking to be better with a budget?

How to Create an Exceptional Customer Experience

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

2019 Gartner Magic Quadrant for Multichannel Marketing Hubs


The post 2019 Gartner Magic Quadrant for Multichannel Marketing Hubs appeared first on Optimove. library

Five Consumer Lessons From The 2010s: #2

Forrester's Customer Insights

This is the second installment in a series of five blog posts highlighting important lessons about consumer behavior and attitude that emerged from the past decade.

10 Ways Online Retailers are Using Actionable Insights to Power Growth


The post 10 Ways Online Retailers are Using Actionable Insights to Power Growth appeared first on Optimove. library