Thu.Mar 14, 2019

Think Out(side in) of the Box

Hello Customer

What's the key to a good feedback strategy? In the previous episode of “Leslie Illustrates” we talked about the importance of listening to your customers. This week our CEO points out two common pitfalls when asking for feedback; an inside-out focus and working with scores instead of stories.

Customer Expectations are Changing. Here’s How to Keep Up.


Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is equally impactful. 9 in 10 customers are willing to buy more from companies with an excellent customer experience.

5 easy ways to use customer testimonials in your marketing efforts today


This is a guest post from our friend, Jordan Wahl, of G2 Crowd . Let’s face it – building strong brand equity isn’t easy nor can it be done alone. It’s more than the work of one mastermind, and it’s more than the success of one big marketing campaign (as nice as that sounds).

The CX Champions Who Deserve More Than Just A Prize- Feb ‘19


At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. This year, we came up with an idea to award such talented CX experts.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful.

More Trending

6 Ways to Improve the Efficiency and Productivity of your Contact Center Agents with Live Chat


The verdict is in from too many sources to count, and they all say that live chat is the most cost effective way to manage support and communicate with website visitors. Using live chat to communicate with your website’s visitors is easy and straightforward, and offers more benefits than the traditional phone – like the ability to share screens and send files. But live chat isn’t just for your customers.

Webinar Recap from Temkin’s “Driving CX Action, not Just Insights


On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. He walked us through the five stages of voice of the customer maturity and shared advice on how CX teams can move their firm from Stage 1 Novices to Stage 5 Transformers. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

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Three Common Mistakes When Building Graph Applications


At DataStax, we help customers build some of the largest production applications on graph databases in the world. From these experiences, we’ve collected a set of three common pitfalls where teams frequently misstep when getting started with graph technology.

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Understanding the Customer Journey in Banking


The Importance of Customer Journey in Banking. There is so much disruption going on in the world of banking and financial services. After a decade of having to deal with serious trust issues and thin margins, banks today continue to face a mix of challenges. Regulation. Reputation issues.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

5 In-Store Customer Experience Game Changers Shoppers Can’t Live Without

Smarter CX

With the creation of department stores in the mid-to-late 19th century came a complete transformation of how individuals purchased goods.

How to Handle Customer Escalations in the New Customer-Centered Economy


Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have high expectations. They want to be able to communicate with your business through the channels of their choice. They expect you to reply to their communications quickly and resolve escalations in a timely manner. And they want a personalized experience that makes them feel as if your business is built around their needs.

Field Service USA Report | Emerging Technologies in Field Service


See how IoT, Big Data, AR and AI drive better service results for today’s service leaders.

Does Your Major Account Team experience Stakeholder Resistance?

One Millimeter Mindset

Major account teams strive so hard to create client-focused solutions. However, no matter how insightful the solution proposed, there can be stakeholder resistance. And not only from the client side of the table. This scenario frustrates not only the major account teams.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Canned Responses for Better Customer Service Email Management

ProProfs Chat

There are times when there may not be a ready solution to address a customer’s problem. This is when canned responses and rule-based automated messages enable your support team to quickly send emails to customers.

How to Bring Dead Users Back to Life


You may think your product is healthy, but there’s a scary secret hiding in your data that you may not be equipped to defeat. Why is it that when discussing the health of a product, it’s more common to ask how many active users you have instead of total users?

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International Women’s Day – Let’s Keep the Conversation Going!


A message from our Women’s Network Leader – Jessica Nava. This past Friday Qualtrics hosted our first ever X4 Experience Day at Provo HQ. We were able to introduce attendees to the Qualtrics way of life and how our success stems from our culture and values.

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Launching the PostFunnel Forums: Putting CRM Thought-Leadership on a Pedestal


For professionals, networking is the name of the game: Sharing our thoughts, comparing tactics and picking up a best practice or two from our peers, expanding our circles. But think about it – how many professional events have you participated in during the last 12 months?

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

United Utilities’ Service Recovery Team Wins Awards Hat-Trick

CSM Magazine

United Utilities’ service recovery team won the treble at The UK Complaint Handling Awards 2019 in March. The team, based in Warrington, UK, picked up the prizes for most improved complaint handling, most proactive complaints team and Sally Ainsworth won complaint handling leader of the year.

AI Series: What is Predictive Marketing & How Sentiment Unlocks It for You


The simplest definition of predictive marketing is fairly obvious – predicting future consumer wants and needs to ensure you’re always delivering and staying ahead of competitors.

Employee Surveys is Still the Best Way to Measure Engagement

ProProfs Chat

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees.

The best communication channels for complexity and urgency


UJET previously discussed issue complexity and urgency for customer support. There isn’t an ideal single channel for customer support because issues all have different levels of complexity and urgency. Multichannel Support Live Chat Customer Support

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Check out all the customer experience innovations from X4 2019


X4 2019 saw over 10,000 of the world’s Experience Management leaders gather in Salt Lake City for the biggest XM event ever seen.

Migration to Agile - Leveraging the Cyara CX Assurance Platform


I recently caught up with Scott Anderson, SVP, Senior Team Lead, at Bank of America, and asked him how his team makes test automation so successful. Scott is an expert in IVR quality assurance and testing and has been at the forefront of customer experience assurance.

How to Get Your Client Success Program to Stick


Client Success is an integral program that can make or break a business’ success in the modern age. With so many choices in the software and services world, it’s the experience and relationships that you’ll have with your customers that will drive your revenue goals. Your strategic accounts are everything, and if you’re doing your job right and nourishing the accounts correctly, you should be everything to their organization as well.

Creative Media Outshines The Technology

Forrester's Customer Insights

The excess of adtech and martech such as demand-side platforms (DSPs) and data management platforms (DMPs) gives marketers all the control and insights required to run efficient and effective media campaigns.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.