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

Totango

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 Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

A checklist for starting to measure customer experience

Lumoa

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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An Incredible Journey: Amplifon’s Move to NICE inContact and the Cloud

NICE inContact

Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today.

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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.

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.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

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?

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.

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.

How to Automate Your Finance Processes

Bizagi

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.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

5 Reasons Agents Benefit from a Customer Experience Focused Platform

UJET

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.

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

Optimove

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.

Four factors that will reshape customer experience roles in 2020

MyCustomer

Loyalty 4 factors that will reshape CX roles in 2020

Intraday Agent Inspiration Techniques You Must Consider

PlayVox

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

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

4 ways AI is transforming banking

Integrate.ai

As a bank, one of the most valuable assets you have at your disposal is customer data. Tap into that data, and you can create better customer experiences, improve loyalty, and unlock massive cost savings.

5 Reasons to Agents Benefit from a Customer Experience Focused Platform

UJET

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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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.

HOW TO ENGAGE REMOTE TEAMS & MORE FT. KRISTI HEROLD

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?

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

The State of CDPs: 2020 and Beyond

Blueshift

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

SMG CX

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

The State of CDPs: 2020 and Beyond

Blueshift

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.

Even Unicorns Need to Monitor Mentions

NetBase

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!

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

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.

75% decrease in cost per acquisition

Optimove

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

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

Ecrion

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.