Experience Investigators by 360Connext

JULY 16, 2019

Let’s Talk CX Strategy. Do you know your customer experience strategy? Do you know how this strategy is being translated into the everyday actions and behaviors of your employees? The thing about strategy is that it’s not just about strategy… it’s actually all about execution. I talk to many leaders about their customer experience strategy, and confidence in CX execution is a consistent concern among them.

Strategy 110

Strategy Customer Experience How To Customer Journeys 110

Totango

JULY 16, 2019

The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years.

Customer relationships 68

Customer relationships Metrics Effort Score Customer Success 68

Strikedeck

JULY 16, 2019

David shares how he built an award winning CS team, by developing an effective customer health score.

How To 40

How To Customers Customer Journeys Customer Success 40

InMoment XI

JULY 16, 2019

Lessons Learned from the Apollo Moon Mission In my first article in this series, on how to leverage the innovation process to improve the customer experience, I laid out my four simplified steps to innovation: Explore – understand customer needs, pain points and challenges at each step in the journey Ideate – generate ideas to. View Article.

Innovation 360

Innovation Customer Experience How To Customers 360

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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

BlueOcean

JULY 16, 2019

Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? Your answer may just lie to the friendly north. Yes, we’re probably a little biased, but the proof is right here – check out our top 10 reasons to outsource your contact center to Canada. 1. Your dollar will stretch further.

Contact Center 174

Contact Center Sports Culture ROI 174

NICE inContact

JULY 16, 2019

We think it’s important to strike a balance between automation and a human touch in digital customer service. Sure, we live in a world that increasingly relies on technology, but we believe this only emphasizes the qualities that are particular to human communication, not replace them. The connections between customer experience and loyalty are clear.

Loyalty 159

Loyalty Social Media Call Center Chatbots 159

Customer Bliss

JULY 16, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. As a patient, we want health care to put us back together again when we’re just not right, to give us peace, to be cared for, with our dignity intact.

Case Study 143

Case Study Hospitality Study Video 143

Beyond Philosophy

JULY 16, 2019

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle. However, I learned the armrests were there to dissuade the homeless population from sleeping on public benches.

Insurance 126

Insurance Customer Journeys Comparison Consulting 126

ShepHyken

JULY 16, 2019

“Yes” is the Answer; What is the Question? Putting People First to Achieve an Exceptional Customer Experience. Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! What is the Question? The Interview with Cameron Mitchell: Be goal-oriented.

Guest Experience 108

Guest Experience Culture Tips Company 108

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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

Genroe

JULY 16, 2019

What is the aim of your homepage? Conversion and education are key points to optimise your homepage in B2B marketing. But you need to be realistic and think about why people may visit it. The most likely reason is to gain a better understanding of what your business is about. So, make your business, and […]. The post Easy Steps to Optimise your Homepage for Lead Conversion appeared first on Genroe.

B2B 68

B2B Marketing 68

datastax

JULY 16, 2019

Retail may not be the first thing that comes to mind when you think about technological innovation, but think about how much eCommerce has transformed the way we buy things just over the last five years, much of it thanks to the use of powerful databases. . We now have a seemingly infinite amount of choice with thousands of online retailers and a mind-blowing array of options just a click away.

Retail 66

Retail Ecommerce Competitive Advantage Multi-Channel 66

UJET

JULY 16, 2019

UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.

Call Center 56

Call Center Customer Engagement Customer Success Customers 56

SurveySensum

JULY 16, 2019

Every brand aspires to be the leading brand – not simply the one in the masses. Companies that leverage the power of innovation and artificial intelligence in listening and responding to customers, will be the next successful brands in the industry. On the contrary, traditional market surveys are no longer capable of providing real-time customer insights and demand manual efforts.

Infographics 60

Infographics Survey Comparison Management 60

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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,

Tips

Totango

JULY 16, 2019

The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years.

Customer relationships 48

Customer relationships Metrics Effort Score Customer Success 48

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team. When working with the quality people to help make sure employees apply the soft skills I teach them, I find six typical mistakes. Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers. 1.

Contact Center 51

Contact Center Meeting Feedback Interaction 51

Centercode

JULY 16, 2019

When it comes to soliciting pre-release customer feedback, most teams focus on one thing: bugs. Understandably so – a buggy product in a competitive marketplace is kryptonite to a successful launch. But while the focus on bugs isn’t misplaced, you should know that your users – whether you’re soliciting customer feedback through surveys, crowdsourced testing , or Customer Validation – are pointing out more than bugs and defects.

Feedback 49

Feedback Case Study Roadmap Customer Satisfaction 49

Sampson Lee

JULY 16, 2019

Recently I read the article by Bob Thompson, CEO of CustomerThink Corp., Could a “Customer Success” Mindset Save the CX Industry? In it, Thompson points to Forrester’s CX research that demonstrates there is “widespread stagnation” in customer experience levels, while CustomerThink’s own study found just 25% of CX initiatives claim quantifiable business value or competitive […].

Industry 49

Industry Customer Success Study Customers 49

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

MyCustomer

JULY 16, 2019

5th Aug 2019. I. Research indicates that behaviours of service employees are critical to customer evaluation of the service quality as well as customer. By. Smitha Chunduri. EMEA Director, Analytics and Insights.

Analytics 45

Analytics Customers 45

ForeSee

JULY 16, 2019

By Ryan Hollenbeck, Senior VP, Verint. This post was originally published at the Forbes Communications Council. Successful brands often have something in common: They exceed customer expectations.

Customer Experience 45

Customer Experience Customer Expectations Communication Customers 45

Gainsight

JULY 16, 2019

The daily life of a product manager is busy—you don’t have time to waste on software that doesn’t fit your needs. Especially when you consider how much time and resources get put into evaluating, implementing, onboarding, and navigating change management. So, what can you do to save yourself all that effort? It might seem like a time sink at first, but thoroughly researching solutions will save you time in the long run.

Comparison 45

Comparison Analytics Software Analysis 45

MyCustomer

JULY 16, 2019

Voice of the Customer. Can emotion be linked to business metrics?

Metrics 73

Metrics Customers 73

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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.

Training

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do t

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Hero Digital

JULY 16, 2019

In the current customer experience (CX) landscape, companies are aiming to create emotional brand connections with customers. But experiences can’t be meaningful if they aren’t frictionless. To achieve that standard, it’s important that companies don’t forget the importance of quality assurance (QA). Customer expectations are constantly rising, and people want higher quality products, equipment, and software than ever before.

Customer Experience 42

Customer Experience Loyalty Software Customers 42

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Customer Success 41

Customer Success Touchpoint Meeting Customer Journeys 41

Team HGS

JULY 16, 2019

Using AI to Solve Problems and Surprise and Delight Your Consumers. By Andrew Kokes, HGS Senior Vice President, Global Head of Marketing. This article was published in Forbes Community Voice in May. It may be counterintuitive, but customer problems can represent a brand’s biggest opportunity. Progressive brand managers and chief marketing officers (CMOs) understand that solving problems for customers can often be the best way to build meaningful relationships that enhance brand reputation.

Consumers 40

Consumers Social Media Customer Care Interaction 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

Clarivate

JULY 16, 2019

Customer experience has been growing rapidly in the last few years because it is one of the most significant ways to differentiate your brand in this increasingly competitive market. Companies with great Customer Experience programs also achieve increased brand value, improved product development, increased acquisition and conversion rates, reduced customer churn, improved employee experience, and improved financial metrics.

Customer Experience 40

Customer Experience Customer Journeys Competitive Advantage Roadmap 40

Confirmit

JULY 16, 2019

There’s still time to enter the 2019 Confirmit AIR awards. The AIR Awards team is more than happy to answer any questions about the submissions process and the awards program, but here is a speedy Q&A to help out as well. Who can enter the AIR Awards? The awards are exclusively open to Confirmit clients. And, if you are entering the AIR Projects and Innovation category, we ask that a significant part of the project is run on Confirmit technology.

Innovation 40

Innovation Marketing Technology Data 40

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story. The limitation of these frequently used CX metrics is that they’re only a surface-level look into past customer experiences.

Metrics 40

Metrics Net Promoter Score Effort Score Customer Experience 40