iPerceptions
JANUARY 29, 2019
In 2019, the heat will be turned up on Customer Experience (CX) professionals to design positive, memorable experiences that will attract new consumers, and keep existing customers from fleeing to their competition.
Heart of the Customer
JANUARY 29, 2019
Two weeks ago, I posted “Is Customer Experience a Missed Opportunity?” and shared CCW’s 2018 Market Survey. The report discussed the fact that many customer experience (CX) programs are failing to drive change. There were multiple takeaways; only 9% of programs said their primary use of journey maps was “to ‘orchestrate’ predictive and/or proactive engagement,” […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Strikedeck
JANUARY 29, 2019
Clayton shares how to move from reactive to proactive Customer Success, and the necessary strategies to advance!
Lumoa
JANUARY 29, 2019
What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization.
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.
InMoment XI
JANUARY 29, 2019
Customer experience is driven by a company’s ability to recognize opportunities and act on them at the proper time. The tools that provide the best outcomes are achieved by combining specific programs with appropriate actions. Bryan Rhodes and Brian O’Connor, two MaritzCX professionals, give their insights and a step-by-step process on how to incorporate a.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
JANUARY 29, 2019
New Pre-Built Survey Templates by GetFeedback. We’re excited to release our new and improved in-app survey templates. Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease. They say that motor oil is lifeblood for a car. It travels through all parts of your engine, keeping each component greased so it can function properly.
NICE inContact
JANUARY 29, 2019
Keeping good employees is a priority in every industry. But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on.
Customer Bliss
JANUARY 29, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
TechSee
JANUARY 29, 2019
Samantha is preparing for a party she’s hosting this weekend. She’d like to purchase a standalone freezer so she can cook in advance. Between carpool, the dry cleaners’ closing time, and the dog’s appointment at the vet, there is simply no time to hit the stores, or browse through a myriad of online options. Samantha takes 30 seconds to snap a photo of her available space and uploads it to the snap-to-purchase app.
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.
GetFeedback
JANUARY 29, 2019
GetFeedback provides pre-built survey templates for every stage of the customer journey so you can successfully create surveys with ease.
Kerry Bodine
JANUARY 29, 2019
The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared to the 1.6 million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.
Kristina Evey
JANUARY 29, 2019
Shownotes… The majority of your Customer Experience works falls on the shoulders of the people you put in charge of … Read More Episode 36 – Building the Right CX Team. The post Episode 36 – Building the Right CX Team appeared first on Kristina Evey.
Esteban Kolsky
JANUARY 29, 2019
part 2, saving content before it goes away forever. surveys, four parts blog experience from 10 years ago. Surveys Done Right – Part 2 – Customer Satisfaction. I have been dreading writing this entry since I came up with the idea for the series (have you read part 1 yet?). It is not that I don’t know what to say, or that I don’t want to do it. It is simply that my fear of providing “sample” survey that will later become “real surveys” for all people without customization or personalization rea
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,
dscout People Nerds
JANUARY 29, 2019
Behind the scenes with the team at Google, helmed by Danielle Krettek, that’s moving beyond design thinking to design feeling. .
Esteban Kolsky
JANUARY 29, 2019
I feel I am truly gifted… or blessed… or something. I have good clients that like what I say and write, and they hire me to explore topics that are emerging in the enterprise. One of these awesome clients is Transversal, and they wanted to see what I could do in relation to using Artificial Intelligence to augment Knowledge Management. If you follow me over the years you know that I have written and done tons of work around KM.
Oracle
JANUARY 29, 2019
Imagine: in a few years, consumers will be talking to robots on a regular basis. From answering customer support questions to facilitating voice-based searches, artificial intelligence will become the new norm. Just kidding. Artificial intelligence has already become the new norm. Just take a look at today’s popular consumer devices—Siri, Alexa, and even Google’s new AI assistant with a voice that is almost indistinguishable from a human’s on the phone.
ShepHyken
JANUARY 29, 2019
Thanks for Coming in Today. Taking Care of Employees So They Can Take Care of Customers. Shep Hyken interviews Ryan Minton. They discuss his new book, “ Thanks for Coming in Today ,” the hospitality industry, employee and customer appreciation, and the concept of aggressive hospitality. In Shep’s Opening Monologue… He discusses current trends in the digital customer service world.
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.
Prophet
JANUARY 29, 2019
When it comes to predictions, it’s always tempting to hype new ideas just to sound fresh. But in reality, the four major trends we see as the most important aren’t anything drastically new. But we’ve seen them grow and shift in magnitude. And while we don’t want to minimize the value of topics like digital […]. The post Brand and Experience: What to Expect in 2019 appeared first on Brand and Marketing Consultancy | Prophet.
Esteban Kolsky
JANUARY 29, 2019
10 years later, and saving the content before it disappears. four part series on Surveys (back when I was deep into this) with interesting ideas that still apply. ping me for updates, if you want to chat about this. Surveys Done Right – Part 1 – Point-of-Service Surveys. I am going to break some very old rules of mine to write this post. Ever since I introduced the three-layer model for surveys while at Gartner (point-of-service, customer-satisfaction, planning) I have been getting requests for
Integrity Solutions
JANUARY 29, 2019
The best sales leaders know that sales coaching is an investment of time that ultimately creates time on the back end. Firms that coach their salespeople effectively rack up 9% higher sales than the rest. What’s more, the ones that are ineffective at coaching fall 6% below the average when it comes to achieving sales objectives. That’s a 15% gap. And it’s a huge issue for many businesses today.
Esteban Kolsky
JANUARY 29, 2019
and, the final part of the four-part series on surveys lessons learned and best practices. ping me for updates, these are 10 years old and likely need some touch up and personalization… but still read true for the most part. Surveys Done Right – Part 4 – EFM Best Practices. Ok, final part of this series. We so far have covered point-of-service surveys , customer-satisfaction surveys , and best-practices for surveys.
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.
Clarivate
JANUARY 29, 2019
We’ve recorded over 75 videos and webinars over the last three and a half years here at CustomersFirst Now. These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. Many of the videos are recordings of our consultants, or our CEO Kerri Nelson, or are a webinar where we had a customer as a special guest presenting their case.
ForeSee
JANUARY 29, 2019
Leaders Netflix and PayPal hold strong in Q4—Walmart and others make gains Today’s customers are going “digital first”—but what do they expect from their experiences in retail, banking, media, and.
Lithium
JANUARY 29, 2019
Happy new year! We wanted to take a moment to thank YOU, our community members for all the support, content and sharing that happened on the Lithosphere this past year. There were many conversations that went on in the community, but we wanted to call out some memorable ones here. 2018 brought with it new data privacy concerns with GDPR in Europe, which led to quite a few insightful discussions.
Interactions
JANUARY 29, 2019
We’ve talked about how to choose the right technology for your customer care strategy and how an automated customer care solution can take your customer experience to the next level. One of those solutions, conversational AI, is becoming quite a buzzword in the customer care industry. However, its important to understand what a true conversational AI solution is, and who the key stakeholders are in it’s implementation.
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?
dscout People Nerds
JANUARY 29, 2019
How income-building app Steady developed foundational user personas through longitudinal research with dscout Diary.
RapportBoost
JANUARY 29, 2019
When it comes to chat for customer support and sales, conversations often begin with an inquiry or a grievance. A customer may reach out for product information or requesting recommendations. A customer might need assistance making a decision or may voice a problem with an order. No matter the query, live chat agents must make good interactions great, and unhappy customer inquiries even better.
Playvox
JANUARY 29, 2019
Every agent has their own life cycle in your call center, and achieves different things during that time. From the moment they’re hired to their final day in the office, employees bring their own skills, passion and dedication to the role. While some support agents have more of all three than others, they can still make an invaluable contribution to your customer experience.
Expert insights. Personalized for you.
89 
Let's personalize your content