Tue.Nov 26, 2019

5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

3 Best Practices to Improve Experiences in a Patient-as-Consumer World


In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

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Shifting the Dynamic from Vendor to Partner with Customer Success


Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Care for Your Employees, So They Can Show Care to Customers

Customer Bliss

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.

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!

Artificial Intelligence: CX As You Like It

NICE inContact

As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It.

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With CXone, Valvoline Drives Results that Exceed Expectations

NICE inContact

Valvoline, Inc. had identified a significant service issue that ran counter to the company’s brand standards, Quick. Trusted.

A Quick Chat with Almasa on MarC Awards Nomination


A few weeks ago, we learned that our very own Almasa Kulenovic has been officially nominated for the MarC Awards as “Newcomer of the Year”! The MarC Awards are organized by the five MR organizations in Sweden, celebrating industry leaders.

Photos and Highlights from Talkdesk VIP Lounge at Tropisueño during Dreamforce


Wow, what a week Talkdesk had at our VIP Lounge in Tropisueño (photos) , during Dreamforce, November 19-22, 2019! If you joined us, thank you. If not, here are some of the highlights of what you missed (so you can be sure to catch us next year).

Does Your FSO Have a Shortage of Technicians? Digital Solutions Can Help.


According to a WBR Insights study, 37% of field service organizations (FSOs) have experienced some difficulty in recruiting qualified technicians over the past 12 months.

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!

70+ Thought Leader Marketing Quotes for your daily dose of Inspiration


Here’s the blunt truth folks! None of us can remain enthusiastic and driven every day at work, no matter how passionate we are. We all have our own share of lackluster days. But work is work, and you just can’t turn your back on it.

Top Tips for Successful B2B Customer Communication


Good communication is vital if you want to improve your company’s bottom line and grow your business. When you communicate well with customers, your chances of success in business increase exponentially.

Delving into CX Measurement Strategy : An Interview with Ian Goldin


“Many, if not most organizations around the world are measuring the customer experience badly!”. Survey Sparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Ian Goldin , one of the most respected voices in the Customer Experience (CX) industry.

A Complaint Is an Opportunity

CSM Magazine

In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service. If your organization receives virtually no complaints this is not a sign that.

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Advanced StoryCreator Tips & Tricks


Join Dapresy’s next webinar! Join Dapresy’s next webinar! After our first webinar on StoryCreator “Native PPTs Quicker Than Ever”, we at Dapresy prepared a deeper dive with the webinar “Advanced StoryCreator Tips and Tricks” hosted by Lars Norlén, Solutions Architect. Learn how to make even greater use of StoryCreator and deliver additional insights to your clients.

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New: Manual and Automated Online Review Requests


We are excited to announce the new feature that just went live: Direct Review Requests. Now, it is super easy to manually or automatically request a review thru Feedb with the convenient review site links so your customers are only a click or a tap away from leaving you a review.

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Dramatic Change Doesn’t Have to Be Traumatic Change

CSM Magazine

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama, it takes on an entirely different meaning—one that’s negative.

Three awards, three brands prioritizing customer experience

Hero Digital

No matter the industry, investing in digital experience can make an organization’s touchpoints more meaningful for their audiences.

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.

10 Facts You Need to Know About Data Security

CSM Magazine

With the cost of cybercrime now exceeding $1 trillion dollars, here are some key facts about data security management. Fact #1: Cyber Attacks are on the Rise. The Internet has changed our lives forever, and most would argue that the change is for the better.

Ad Platform Connectors


Ad Platform Connectors. Orchestrate digital ad campaigns directly from Optimove to ensure customers and their lookalike audiences are served the most relevant ad, every time.

19 Marketing Pet Peeves That Defined 2019

Smarter CX

As 2020 is quickly approaching, it’s time to consider those resolutions and look forward to starting with a clean marketing slate in the New Year. But first, let’s take a look back at 19 pet peeves that really irked the marketing pros and defined many of the faux pas and questionable marketing tactics of 2019. Pet peeve #1: The classic sales and marketing disconnect.

Retailers, Prepare Wisely: DDoS Remains A Holiday Threat

Forrester's Customer Insights

A distributed denial of service attack can turn a retailer's holiday season from merry to miserable. Learn how to protect yourself. age of the customer holiday retail security & risk DDoS ecommerce Holiday

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.

How SmartestEnergy puts the spark into B2B customer experience


Voice of the Customer How SmartestEnergy puts the spark into B2B CX

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Meeting the Rising Demand for User Research (Advice from Google, AirBnB, LinkedIn and More)

dscout People Nerds

We spoke to five leading UXRs about how they’re responding to the growing need, and shrinking delivery windows, for UX insights

Smart Home Experience should be Simpler – Consumer Survey


The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment and HVAC systems. But after unboxing their new devices, they struggled to install them and couldn’t figure out how to configure the apps. After trying numerous times, they finally gave up and returned the systems. According to data from a new smart home experience survey , the Taylors are not alone in needing more effective support.

The future of EX: 20 predictions for 2020


Our team of EX Scientists have donned their soothsayer hats to see what’s coming around the corner in 2020. From AI to climate change, here are the opportunities and challenges that will define the next 12 months… 1. Companies will seek out the bad (not just the good).

[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 shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Sales Performance International And Richardson To Merge Forces

Forrester's Customer Insights

On Friday, November 22, European private credit firm Kartesia announced the acquisition of Richardson, a North American sales training company. Kartesia will merge Richardson with Sales Performance International (SPI), a European sales training and transformation company that it has owned since 2017.

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How to Use Guest Feedback to Drive Organizational Success


Guest experiences don’t exist in siloes. From marketing to HR and operations, your entire organization plays a role in delivering memorable customer experiences (CX) and interactions that lead to increased customer loyalty. .

HappyOrNot CX360 Leader Insights: Part 6

Happy or Not

Do you think of your employees as customers? Paying attention to a happy workplace pays dividends. In the company personnel files he is also known as “Employee #6.” […]. The post HappyOrNot CX360 Leader Insights: Part 6 appeared first on HappyOrNot.