CX Journey
JUNE 17, 2019
Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?
SMG CX
JUNE 17, 2019
We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CSM Magazine
JUNE 17, 2019
Overlooking the importance of exceptional customer service is a grave mistake to make in the business world. It takes many good experiences to earn the trust of a consumer. When consumers trust a brand, they aren’t scared to recommend it, share information on it, and publicly sing the praises of the brand’s products. Unfortunately, it takes just one bad experience for consumers to double down on efforts and quickly spread the word of the bad service they have received.
InMoment XI
JUNE 17, 2019
Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry. Hear how businesses can enhance customer experiences (CX) and employee experiences (EX), and what questions you should ask when starting a CX program to improve loyalty and retention.
Advertisement
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.
GetFeedback
JUNE 17, 2019
Watch this webinar to learn the latest results from CustomerThink's research into the most effective ways to prove the ROI of Customer Experience.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
JUNE 17, 2019
Watch this recorded webinar to learn 5 simple steps for setting up a successful voice of the customer program that drives real business value.
NICE inContact
JUNE 17, 2019
Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most everything over text and email.
GetFeedback
JUNE 17, 2019
Learn how you can build a simple and effective VoC program that impacts your bottom line.
Beyond Philosophy
JUNE 17, 2019
As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! So I shouldn’t complain. But my blessing/curse does get in the way of enjoying simple things, like restaurant meals.
Advertisement
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.
Calabrio
JUNE 17, 2019
As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. All too often our thoughts and attitudes towards this important function stop there. This means we are selling ourselves short in our ability to affect our organizations at large. In the last 10 years, we have seen a dramatic shift in the workforce.
ShepHyken
JUNE 17, 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. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. (Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers.
CX Journey
JUNE 17, 2019
Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here. In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled?
Genroe
JUNE 17, 2019
Some people believe that social media is a B2C game. That’s it’s all cute cats, charity hashtags and artsy pictures of Sunday brunch. They couldn’t be more wrong. Fair enough if you think that Instagram and SnapChat may not be as applicable to B2B as they are more visually focused social media platforms. But let’s […]. The post How Social Media Platforms for B2B Marketing Actually Work appeared first on Genroe.
Advertisement
Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Magellan Solutions
JUNE 17, 2019
Are you facing the dilemma of deciding where to outsource some of your non-core business activities? The technological revolution that has been taking place allows for the growth of industries around the world. It’s a no-brainer that most businesses, especially in the western part of the globe, have been outsourcing their work. It’s now commonly acknowledged that the main propeller of growth is cost optimization.
Truthlab
JUNE 17, 2019
Whether you’re planning on a vacation or staycation, summer may be the perfect time to catch-up on your reading. Immersing yourself in a thrilling mystery, riveting Sci-Fi, fantasy or graphic novel is all well-and-good, but you may also enjoy gaining insight into design theory. If you’re in the mood for learning and retrospection, check-out the books on our Summer Reading for Designers list.
RapportBoost
JUNE 17, 2019
Hear from this foremost expert on the trends in customer service, call centers and the use of live chat. Learn why transferring phone agents over to live chat without training can actually hurt the experience for visitors. David: Welcome to the RapportBoost videocast series, where we talk to industry leaders within the customer service center and call center spaces.
Gravy Analytics
JUNE 17, 2019
Burger King recently completed market trials for it’s Impossible Burger – a plant-based meat substitute that appears to “bleed” InMarket Insights estimates that foot traffic to participating Burger King stores – all in the St. Louis area – increased by 18% during the month of April. The Impossible Whopper is Burger King’s first foray into meat substitutes; the company now plans to take the product nationwide by the end of this year.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Connective DX
JUNE 17, 2019
If you are new to using Azure for larger implementations, you probably have several projects you’d need to track. Customizing your Azure dashboard to a specific scenario would be in your favor.
Helen Dewdney
JUNE 17, 2019
Brexit and EU consumer law. As of today Brexit is still a mess! No final decisions have been made about anything. The future of EU consumer law in the UK. EU law continues to apply until the UK leaves the EU. When the UK does leave, the European Union (Withdrawal) Act 2018 comes into force which is the repealing of the European Communities Act 1972.
Cyara
JUNE 17, 2019
The contact center has become the turning point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. To accomplish this, the vast majority of enterprises, including many of Cyara’s customers, are moving their contact centers to the cloud, for benefits including reduced cost to serve and a more personalized and responsive customer experience.
Oracle
JUNE 17, 2019
33 years ago, Mike Cowen was watching his son’s baseball game when he noticed the diamond didn’t have a scoreboard. In fact, many of the places where his kids played sports lacked scorekeeping devices because local athletic programs were low on funding. So, Cowen, a self-professed data geek, decided to remedy the situation and invent his own battery-powered, portable scoreboard.
Advertisement
Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
inmoment
JUNE 17, 2019
Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. The 2019 CX Trends Report conducted by InMoment suggests that despite evolving conversations around CX, companies are struggling to balance their own needs and changing customer preferences.
Survaider
JUNE 17, 2019
Have you ever wondered why some retail stores are so successful in persuading their customers to buy more than their requirements?
NetBase
JUNE 17, 2019
Many brands are ‘living their best life’ these days thanks to social media, while others are left languishing and wondering why they can’t connect. Brands miss out on key segments when they misunderstand audience interests and modes of communication, including slang, imagery and emojis – and the context wrapped around each. This is unfortunate because there’s a pretty simple fix!
Talkdesk
JUNE 17, 2019
A few days ago, before commuting to work, I received a notification. “Heavy traffic on the way to the office, delays up to 10 minutes”. I rushed to grab my bag, hopped in my car and immediately asked my virtual assistant to give me the best route. I arrived on time and was even able to grab a coffee on my way up. The most amazing thing was… I actually never asked for this information; it was purely proactive based on my previous behaviors and real-time information the assistant gathered from oth
Advertisement
Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Chadwick Martin Bailey
JUNE 17, 2019
In a world of constant change what can we truly count on? For me it’s death, taxes, the fact that the Patriots will be playing football long after my beloved Chicago Bears have gone home, and another topic close to my heart: The 5 Keys to Successful Segmentation. While the 5 Keys to Success are evergreen, new data sources, empowered consumer behavior, digital disruption, globalization and 24/7 connectivity all impact what it means to build a successful Segmentation.
Playvox
JUNE 17, 2019
Is your customer service team representing your business to a high standard? Are your agents leaving consumers satisfied enough to stay loyal and recommend your products / services? As a manager or team leader responsible for overseeing a customer service (CS) department, you should have an answer for each question. And if that’ a ‘no’, you need to take action — right now.
ClientSuccess
JUNE 17, 2019
In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. This is where differences start to come into play. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts.
Expert insights. Personalized for you.
148 
Let's personalize your content