Thu.Feb 27, 2020

5 recent CX stories you should check out

iPerceptions

Based on how much Customer Experience (CX) in general evolved in the 2010s, it will be interesting to see where we will be just ten years from now. Customer Experience

Drive Growth with Customer Experience Analysis

ReviewTrackers

Product Updates

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Customer-Driven Marketing VS Product-Driven Marketing. Where Do You Stand?

Optimove

In retail, there’s a somewhat clear separation between two main marketing strategies: Product-Driven and Customer-Driven. They differentiate in focus; Product-Based marketing centers communications around items purchased, their availability, and their usability.

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.

How to Prove the ROI of Your CES Efforts

GetFeedback

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles

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Driving Customer Satisfaction Through Great Scripting

NICE inContact

Ensuring agents are trained, informed and up to speed on product, process and procedure is an ongoing and significant effort that contact center leaders find as a critical piece to keeping agents fresh and engaged.

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Getting Over the “I Want It Now” Mindset

Beyond Philosophy

The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!),

Cyara's Xchange Roadshow Melbourne, March 18 - All the Juicy Details!

Cyara

Next month in Melbourne, Cyara is hosting Xchange 2020 Roadshow, a premier one-day event generously sponsored by our partners and friends, including Amazon AWS , Genesys , and Cloudwave. The schedule is packed full of valuable presentations, networking, panel discussions, and demos.

The 80/20 Rule by Richard Koch (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve your organization’s customer experience and customer service. About The 80/20 Principle.

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5 best practices for a successful business transformation

Talkdesk

Change can be scary. For businesses especially, a radical change that impacts people, tools and infrastructure can have adverse business effects if it is not executed properly, resulting in increased cost, lost productivity and potentially lost revenue.

Is Discipline-Specific Terminology creating Storytelling Barriers?

One Millimeter Mindset

Today, let’s work on how your dependence on discipline-specific terminology creates storytelling barriers. We all do it: you, me, your colleagues, even your clients. We love to use our professional jargon. After all, we spent years learning it.

Online Dating: Conversation Starters For Each Platform, Found Using Social Data

Brandwatch CX

React

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5 best practises for a successful business transformation

Talkdesk

Change can be scary. For businesses especially, a radical change that impacts people, tools and infrastructure can have adverse business effects if it is not executed properly, resulting in increased cost, lost productivity and potentially lost revenue.

One of My First (and Most Memorable) Business Lessons

Michel Falcon Experience

Shortly after leaving university and joining 1-800-GOT-JUNK? the company welcomed a new leader to my department, the call centre. This leader’s name was Patrick Louis. Michel Falcon (Left) & Patrick Louis (Right) in Toronto, ON. The 1-800-GOT-JUNK?

How understanding customer emotions helps us improve employee experience

MyCustomer

Engagement How Emotive CX improves employee experience

Engagement Workshop: Identifying Tester Communication Problems

Centercode

Maintaining tester engagement is one of the most persistent challenges facing today’s Customer Validation (CV) professionals. More than half of professionals are having issues securing useful feedback. In connection to this, half also reported challenges when it comes to tester communication.

5 Ways to Manage Incoming Emails

Inbenta

Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!).

Using Artificial Intelligence to Build a Great Future for CX

CSM Magazine

AI is already here and it’s revolutionising the way businesses manage their data to transform the customer experience (CX). Henry Jinman says it pays to tread with caution, despite all the success stories and shares his top three tips for before you begin.

How We Emphasize in UX Matters

dscout People Nerds

Social UX researcher Alba Villamil tells us how designers can better impact disadvantaged communities

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The evolution of analytics in the Contact Centre

XMplify

In my last blog, I made reference to using data and insights to understand where you are today with Experience Management (XM), where you want to be tomorrow (and why), and what it's going to take to get there

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Tips to Manage Anxiety and Stress

CSM Magazine

There is a popular question among many young people about how to avoid stress in daily life. The answer is indistinct because everybody needs an individual approach, which is what just about every essay about handling stress will emphasize.

Many Internet of Things projects fail — PGE’s approach could change that for utilities

Lenati

Before our client Portland General Electric (PGE) began introducing smart meters years ago, it made a critical decision: to test the meters in select neighborhoods and prove the meters’ efficacy for lowered operational costs, better customer service and reduced customer rates.

Tips to Manage Anxiety and Stress at Work and Study

CSM Magazine

There is a popular question among many young people about how to avoid stress in daily life. The answer is indistinct because everybody needs an individual approach, which is what just about every essay about handling stress will emphasize.

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How to deliver customer experience in the 2020s

MyCustomer

Download this Guide. Lead goal. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource

Customer Experience KPIs: The Hall of Fame

Feedbackly

Do understand the KPIs that you’re measuring? Think about that question for a few seconds. Most people would answer, “Yes of course, why else. The post Customer Experience KPIs: The Hall of Fame appeared first on Feedbackly.

3 CX Metrics to Live By in 2020

Smarter CX

Companies collect a plethora of customer data, but not all of it is meaningful. Here’s what experts say are 3 of the most important elements that will provide insights for driving positive CX. Net Promoter Score. As explained in a Smart Insights blog , Net Promoter Score (NPS) was designed to replace long surveys with a simple measure of customer experience — how likely a customer is to recommend an organization, product or service to others, based on a 10-point scale.

Spring Break Sentiment is Shaky This Year

NetBase

Spring Break is time for college kids and families to escape for a bit from the stresses of everyday life, but sentiment around travel is a bit shaky this year. With social listening and market research , we’re seeing some stress accompanying the planning process right now, thanks to the Coronavirus.

FREE EBOOK – How to Build a Customer Experience Strategy

Feedbackly

How do you create an effective customer experience strategy? It’s definitely not a short-term plan. Building a CX strategy takes effective planning, management of. The post FREE EBOOK – How to Build a Customer Experience Strategy appeared first on Feedbackly.

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The Supporting Information Technology Stack To Unveil The Artificial Intelligence Of Things — Reflection from CES 2020

Forrester's Customer Insights

Flying taxies, concept cars, curved screens, and folded PCs are lighting up Las Vegas nights. This is a place where the world’s best tech gets unveiled.

Confirmit ACE Awards: Tricks, Tips, and a Word on “Passion”

Confirmit

I’ve been lucky enough to take part in a number of industry awards events over the last couple of years. To be clear, by ‘lucky’ I’m absolutely not referring to the part that involves lots of enforced grinning and – shudder – networking.

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NetBase

The post Test Featured Image 16 appeared first on NetBase

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Free Net Promoter Score® (NPS) Calculator

Feedbackly

Net Promoter Score® (NPS) is an industry standard for the customer experience industry. It’s as simple as subtracting the percentage of detractors (scored 0-6). The post Free Net Promoter Score® (NPS) Calculator appeared first on Feedbackly.

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NetBase

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Add Rich Response Button Using Dialogflow Fulfillment

kommunicate

Dialogflow fulfillment is a service that is deployed to exchange data for implementing your business logic. You can also use it to add rich responses in your bot. Dialogflow fulfillment supports rich responses including buttons, links, images, cards, etc.

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