CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. What gives? I wrote about that massive gap last year and cited two reasons that Bain offered up for its existence: (1) a focus on acquisition over retention, and (2) a mispl

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

The DiJulius Group

JANUARY 30, 2019

Must Watch Video – The Future Of Customer Service Take ten minutes this week and show this The Future Of Customer Service video to your leadership team. Everyone needs to know what is happening and how to be ready for 2019 and beyond. The ONE THING The Best CX Companies Do Differently Nearly every business. Read Full Article. The post The One Thing The Best CX Companies Do Differently appeared first on The DiJulius Group.

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Company Leadership Video Groups 76

Amity

JANUARY 30, 2019

This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community. In a previous post we tackled the question of ‘what is customer success?’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions. Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

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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.

Customers

Lumoa

JANUARY 30, 2019

What is customer experience? We asked 15 CX experts and practitioners to define customer experience management and trends in 2019.

Customer Experience 224

Customer Experience Trends Customer Experience Management Customers 224

ShepHyken

JANUARY 30, 2019

“Please stay on the line to answer a short, one-question survey at the end of this call.”. That’s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I’ll give them an extra minute of my time. So after the call, I stayed on the line. What came right after the call was the promised simple question.

Feedback 108

Feedback Net Promoter Score Survey Customer Service Training 108

NICE inContact

JANUARY 30, 2019

Progressive Dialing covers the “middle ground” between manual dialing, and the more advanced Predictive Dialing solutions. . A Progressive Dialer, just like a Predictive Dialer, is implemented to avoid agents having to manually dial customer phone numbers to make outbound calls. Progressive Dialers are used in any vertical, for customer service, sales, telemarketing, collections and any other environment that requires making outbound calls from a list and does not want to saddle their agents w

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Call Center Connections System Sales 136

ReviewTrackers

JANUARY 30, 2019

Veterinarians: Why Start Reputation Management? Pet ownership in the US is on the rise. According to the Humane Society, “Pet ownership in the U.S. has more than tripled from the 1970s, when approximately 67 million households had pets, to 2012, when there were 164 million owned pets. In other words, in 2012, 62 percent of American households included at least one pet.”.

Tips 96

Tips Management Social Media Healthcare 96

NICE inContact

JANUARY 30, 2019

We’re pleased to let you know that NICE inContact has received the highest score in Customer Engagement Center use case in Gartner’s “Critical Capabilities for Contact Center as a Service” research report , just out in mid-December. We believe that the exemplification of NICE inContact’s critical capabilities applied to real-world use cases is especially interesting because it demonstrates our customer-centric vision and strategies and our commitment to helping customers like you achieve y

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Report Contact Center Customer Centricity Customer Engagement 136

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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.

Communication

Brandwatch CX

JANUARY 30, 2019

We use social media as an outlet to vent our frustrations. We use social media to research brands and get suggestions before we purchase products. We reach out to brands on social media, and expect them to respond to us. As a reflection of both a brand’s promise and a commitment to customer service, social media is every company’s main channel for showcasing customer experience.

Brands 81

Brands Customer Experience Social Media Airlines 81

Bizagi

JANUARY 30, 2019

Many of today’s leading app-led businesses are highly dependent on contextualization. Think about Uber if it didn’t have critical contextual information such as your location and the location of the taxis that are currently on shift in your area. It would be impossible for the app to send a car to collect you. It wouldn’t be any more useful than this: Uber is just one example of many companies that have transformed industries by making use of contextual data such as location to

Net Promoter Score 70

Net Promoter Score Effort Score NPS eBook 70

Thematic

JANUARY 30, 2019

A B2B software client was facing declining quarter-over-quarter sales. Their answer was to hire two additional sales reps. Unfortunately, the new reps were expensive and did not get the revenue back on track. After an analysis of the competitive landscape, we diagnosed the issue as a packaging and delivery problem. The company was selling permanent licenses while most of the rest of the market had moved to a cloud-based subscription model.

Marketing 59

Marketing Customer Experience Touchpoint B2B 59

Market Strategies International

JANUARY 30, 2019

Projective exercises—the presentation of calibrated stimuli onto which a respondent projects their feelings, attitudes or beliefs—are a critical asset in the qualitative researcher’s emotional toolbox.

Exercises 60

Exercises Healthcare Industry Trends 60

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Tips

Think Customers

JANUARY 30, 2019

A recent report, “The State of Digital Transformation,” echoes what business leaders of every stripe are realizing: digital is pervasive. Firms are under pressure to adapt or create new business processes, models, and operations that reflect the fast, personalized, and convenient services that people have come to expect from a digital economy. Indeed, digital transformation initiatives are maturing into enterprise-wide movements.

Report 49

Report Technology 49

Talkdesk

JANUARY 30, 2019

Travelers who want to book a hotel room online have many options. However, online travel agency HotelTonight has differentiated themselves from the competition by providing world-class customer service. Their approach to providing hotel rooms at a discounted rate, especially for last-minute accommodations, has resulted in fast growth and recognition from leading publications such as Business Insider and the Washington Post.

Customer Experience 45

Customer Experience Hotels Contact Center Travel 45

Connective DX

JANUARY 30, 2019

Knowing whether buyers conduct consideration with complete, partial or minimal information about the qualities of goods they seek is an essential starting point for customer experience strategy.

Analysis 45

Analysis Strategy Customers Customer Experience 45

Oracle

JANUARY 30, 2019

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Over 40 of these sessions will focus specifically on marketing trends and technologies. **Ready to register for Modern CX 2019? Visit the registration page and use discount code “SmarterCX” to get a rate of $1,295 on a full conference pass now through March 18, 2019.**.

Marketing 45

Marketing Customer Experience B2C Conference 45

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.

Retail

Forrester's Customer Insights

JANUARY 30, 2019

Technology has changed virtually everything: The way we work, the way we live, the way we play and at a basic level, how humans relate to each other. On the business front, it fueled the power shift from institutions to customers, powered the emergence of start-ups and super-scaled platforms that are undercutting and remaking traditional […].

Innovation 52

Innovation Technology Customers 52

Playvox

JANUARY 30, 2019

We all know it’s important to deliver the best possible customer service. But is it possible to see just how important? Delivering a positive experience is a must to retain customers and ensure repeat purchases. Consumers who enjoy the best past experiences with a brand spend 140 percent more.

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ROI Customer Service Measurement Consumers 41

ppt solutions

JANUARY 30, 2019

Key enhancements unveiled as part of the company’s Reimagining Business campaign kickoff TULSA, Okla. – January 30, 2019 – PPT Solutions, a premier provider of Customer Experience and Business Optimization Solutions to many of the world’s leading brands, announced today the launch of an enhanced. The post PPT Solutions Announces Launch of Enhanced Website and New Marketing & Brand Management Services appeared first on PPT Solutions.

Brands 40

Brands Marketing Management Customer Experience 40

InteractionMetrics

JANUARY 30, 2019

Is your survey too long? Here are four solutions for how to shorten your survey and avoid survey fatigue with your customers. The post How to Shorten Your Survey & Avoid Junk Data appeared first on Interaction Metrics.

Survey 40

Survey Data How To Metrics 40

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Training

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Dimension Data recently released their latest Customer Experience report , and as a recognised CX influencer they gave me a sneak preview of the findings and the opportunity to meet and discuss the big issues with the researchers and authors of the report.

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B2B Report Chief Customer Officer Analytics 40

Help Scout

JANUARY 30, 2019

Throwing the perfect spiral pass takes skill, but so does achieving the perfect level of spiciness in Auntie Maureen’s Big Game Bean Dip recipe. Delivering a great performance in any field is a worthy endeavor. What if we weren’t all so focused on the game-to-remain-unnamed-because-of-vigorously-defended-trademark-rules, and instead we celebrated peak performance in the field of customer service?

Training 40

Training Survey Customer Service Customers 40

West Monroe

JANUARY 30, 2019

In the third and last installment of our blog series about customer experience (CX) transformation, we discuss the most difficult, costly, and risk-laden phase, Enact. A full-scale, company-wide, CX transformation takes a significant operational and financial investment. Given that most companies will need to transform in phases, CX leaders need to continuously show progressive return on investment.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

InteractionMetrics

JANUARY 30, 2019

Is your survey too long? Here are four solutions for how to shorten your survey and avoid survey fatigue with your customers. The post How to Shorten Your Survey and Avoid Junk Data appeared first on Interaction Metrics.

Survey 40

Survey Data How To Metrics 40

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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?

Customer Experience

Myra Golden

JANUARY 30, 2019

If you go to a restroom stall and stand with your hands on your hips and point your elbows outward and hold that position for two minutes, you’ll perform very well in stressful situations. Like when you talk to an employee about a performance problem, or when you go into a big meeting without all the answers you need. Sounds crazy, I know. We go live with scene one in less than seven minutes.

Tips 40

Tips Video Study Meeting 40

CSM Magazine

JANUARY 30, 2019

For the second year running, PCI Pal , the specialist provider of secure payment solutions for contact centres, has been presented with an award at the PCI 2019 Awards for Excellence for its role in helping organisations across the globe meet the challenges of PCI DSS compliance. Designed to recognise real-world examples of excellence in payment security and PCI DSS compliance, the award was presented to PCI Pal at the PCI London 2019 event in recognition of its work with leading leisure operato

Entertainment 40

Entertainment Meeting Sales Industry 40

Quadient

JANUARY 30, 2019

Organizations are often reluctant to change an operational environment, for various reasons. You may think to yourself, “my company makes millions of customer connections every day and it’s going well.” You might even have metrics that prove the contribution of each project to each department, or multiple years of data showing trends of cost reduction.

Communication 40

Communication Metrics Trends System 40