Mon.Jan 13, 2020

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How complex does a journey map need to be?

SuiteCX

We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. It was really a fascinating class – smart and discerning. There were a number of common questions and comments from both beginning and advanced CX Architects/Mappers. These following questions got me thinking: We are B2B, so we are more complex than B2C, aren’t we?

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Build One Version of the Truth

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 following is a lightly edited transcript of the video below, in which I walk through the quiz that’s available here on my website for you to take and use with your team.

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Improving Customer Experience By One Point Can Drive More Than A Billion Dollars In Revenue In 2019

Forrester's Customer Insights

Want To Know The $ Value Of Improving CX By One Point? We calculated it for you — at least if you are in one of the 15 industries that our new report “How Customer Experience Drives Business Growth, 2019” features. And if you aren’t, check out how we calculated the upside of CX (see […].

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2020 Investments & the Customer Experience Priority

NICE inContact

As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. It’s a daunting exercise each year to calibrate your investments for the next 12 months. Where do you spend? Where do you cut? Answering these questions for 2020 is even more difficult with the wild card variable of just what the economy will do in 2020.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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.

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Is Your Unit a Coyote or a Roadrunner?

Wired and Dangerous

The Road Runner streaks into the sunset leaving behind a vanquished coyote with a look of exasperation and exhaustion. Road Runner 1, Wile E. Coyote…0. “Beep-beep!”. We laugh at the inevitable outcome. The Road Runner is the epitome of confidence—power at warp speed. He doesn’t just escape; escape implies the threat of capture, and the Road Runner never seems seriously concerned.

More Trending

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CES Trends Capturing Hearts & Minds of Consumers

NetBase

It’s that time of year again, when the Consumer Electronics Show (CES) shares emerging technology that will rock our worlds in the coming year or so. And while it’s impossible to tie a neat bow around all of it, there are lots of stand-out trends to make note of. We’re highlighting three here that capture the hearts and minds of consumers, along with social conversation found around each: managing emotion, sleep, and convenience contraptions.

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5 Top Customer Service Articles For the Week of January 13, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Does it Take to Lose a Customer? by Anthony Cusumano. (CMSWire) Customer experience. It’s a term that meant little to organizations even 10 years ago, and even now might still elicit eye rolls from executives.

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Eating your CX vegetables: The eight keys to effective customer experience governance

MyCustomer

17th Jan 2020 Humans like rules — when they apply to someone else. But sometimes they’re necessary for us all; without them, even the best of intentions.The 8 keys to proper CX governance. By Michael Hinshaw Managing Director.

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Welcome Angela Tucci, Uplight’s New COO

Uplight

This week I am thrilled to talk to Angela Tucci, Uplight’s new Chief Operating Officer, or COO about why she’s joining right at this important time in the energy industry, her impressive background, and a bit on what she does outside of work. Why are you excited to join Uplight? After my last job, Read More. The post Welcome Angela Tucci, Uplight’s New COO appeared first on Uplight.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Consumer Loyalty 2030

Peter Lavers

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030). Customer loyalty can mean different things to different people, and Peter considers two different aspects of loyalty – behavioural and attitudinal.

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New York Introduces Law Protecting Call Center Jobs

NobelBiz

In a move to keep call center jobs from leaving the state, New York Gov. Andrew Cuomo signed a law specifically designed to deter employers thinking of moving their business to other countries or even to other states. The post New York Introduces Law Protecting Call Center Jobs appeared first on NobelBiz®.

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Why your company has a customer empathy deficit

MyCustomer

Engagement Why your company has a customer empathy deficit.

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Announcing the Khoros Kudos Awards

Lithium

Does your brand use Khoros technology to deliver world-class digital customer experiences? Do our tools help you build strategies and results that others can learn from? Share your stories and successes through the first annual Khoros Kudos Awards in one of these 10 categories! Best-in-Class Care. Best-in-Class Community. Best-in-Class Marketing. Better Together: Customer Engagement.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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CES 2020: Key Takeaways For Retailers

Forrester's Customer Insights

At last week’s CES I saw the latest and greatest advancements that will make TVs better and digital humans a reality. But my real focus: What changes will impact the retail industry? The headline: AI + computer vision + robotics = easier and more personalized customer experiences, and the chance for companies to keep up […].

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Rabbit Hole of the Week: Tweet Sparks Sharing of Unbelievable Stories From Across The World

Brandwatch CX

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Elements Of Reputation: Traits That Indicate A Thoughtful Tech GTM Strategy

Forrester's Customer Insights

How do you build reputation? How do you gain trust and sustain it? These questions are as fundamental for every organization as it is for every individual personally. Trusting a company is even more critical from a buyer perspective. How can enterprise buyers gauge if their vendor partner has a robust internal strategy and thus […].

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Turn feedback into action to make sure your employees stay

Qualtrics

Your people have plenty of options – assume their loyalty at your peril. How can you keep your employee engaged, and make sure they stay? In the US, we’re a relatively engaged bunch. In fact, our Qualtrics 2020 global employee experience trends report found that 55% of US employees are engaged at work. The highest percentage of any country surveyed and inching above the global average of 53%.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Five Consumer Lessons From The 2010s: No. 5

Forrester's Customer Insights

This is the fifth and final entry in a short blog series highlighting lessons about consumer behavior and attitude to take away from the previous decade. Here, you can find the first, second, third, and fourth posts. I close by emphasizing an age-old, fundamental human truth that takes on renewed significance given the latest shifts […].

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5 Most Effective Ways To Increase Retail Sales

Joe Rawlinson

Many businesses struggle to survive in the retail industry’s competitive market. With over one million retail companies in the United States, business owners have a hard time increasing retail sales. In the past, retailers only had to compete with brick-and-mortar locations in their areas. In contrast, retailers today need to out-do their neighboring stores as well as thousands of ecommerce stores online.

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Playvox Acquires Interactive Learning Startup Trainbox

Playvox

Sunnyvale, CA - Playvox announced on Monday the acquisition of Trainbox, a learning management software company.

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FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

Ai, Privacy and Transparency Dominate The Marketing Discussion At CES 2020 Rather than trolling the floor of the more than 4,400 exhibits at this years’ Consumer Electronics Show (CES) looking for the technology of the future, Jay Pattisall tried something different – listening to the conversations of marketers and agency executives for hot issues. Artificial […].

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Are You Really Ready for Chatbots in Your Contact Center? Part 2

Talkdesk

Ensure the Bot Is a Reflection of Your Brand. Most will agree that chatbots should not be used at the expense of a delightful user experience. Instead, interacting with a bot should be seamless (it understands who the customer is and their intent), efficient (it’s faster to engage with a bot than it would be to call or chat live with an agent), and accurate (it’s smart enough to respond appropriately, and it doesn’t frequently run into loops or dead ends).

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NRF 2020: 3 Emerging Trends in Retail Customer Experience

Oracle

NRF 2020 Vision: Retail’s Big Show kicked off on Sunday, January 12 in New York City with a record-breaking 40,000 attendees including 16,000 retailers, 800 exhibitors, 200 sessions, and more than 100 hours of content anticipated, according to NRF. Like years past , day 1 of the event was full of the hottest retail trends, technology, innovators, and predictions for the year to come.

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A Look Back at Customer Service During the 2019 Holiday Season

Kustomer

The holiday season has only just wrapped, and it was arguably the most important season for any retail customer service organization. When there are issues with holiday orders, you encounter the very real possibility of unhappy customers who are angry and embarrassed by missing or incorrect gifts. Customer expectations are at an all time high, and organization must over-deliver during their greatest times of need.

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The Best Email Marketing Resources for 2020

Grade.us

Reading Time: 7 minutes. Email marketing is an essential tool in your digital arsenal, and finding the right email marketing resources to guide you can be invaluable. That’s because email marketing remains one of the most effective ways to reach customers. 2020 looks likely to bring us some exciting advances. Experts predict everything from crazy-responsive email inboxes that keep relevant content from getting lost in the shuffle to hyper-personalized email experiences that make customers

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX