Wed.Mar 13, 2019

Customer Service vs Customer Experience: What’s the Difference?

Smarter CX

Customer service vs customer experience—in today’s customer-centric business environment, one thing is clear. Customer expectations are on the rise, and there’s an increasing demand on brands to deliver at every level of the organization.

How to Turn NPS Detractors Into Promoters


NPS 227

How the Right Processes Can Create Customer Success “Wow” Moments


In the customer success world, processes are king. Having a structured way of doing things is the only way many customer success teams can actually get everything done in the day, let alone make sure nothing specific for individual customers slips through the cracks.

Why Employees Quit Managers, Not Jobs

Kristina Evey

You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey. Customer Experience Emotional Intelligence internal customers Leadership

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 white paper to learn how important conversational AI is to your CX strategy.

Tapping Into The Power Of Experience Management

Experience Matters

Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). Here’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I I say more) More or less demanding employees? (I I say more) More or less access to data and analytics? (I I say more) More or less time to respond to changes? (I

More Trending

Episode 42 – Creating a Successful CX Strategy

Kristina Evey

Bain & Co reports that 80% of companies feel they deliver an excellent customer experience. But, only 8% of their … Read More Episode 42 – Creating a Successful CX Strategy. The post Episode 42 – Creating a Successful CX Strategy appeared first on Kristina Evey. Leadership Podcasting Strategy

Amaze It Forward


You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward.

Keep an Eye on Rival Brands with Competitors Report from ReviewTrackers


ReviewTrackers’ new Competitors Report allows you to keep a close eye on your competition’s reviews, star ratings, and overall reputation, which gives you the insights you need to stand out in competitive local and regional markets. This type of competitive insight is vital for any group.

How to Know Your Readers Better with a Reader Interest Survey


If you’ve been blogging for a while, sooner or later you might reach a point where you become unsure about your content’s relevance. Perhaps, you’re becoming concerned about your readers’ interaction with your site, or about not getting ample traffic.

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.

Using IBM Watson to Answer Two Important Questions about your Customers

Bob Hayes

Customer experience management (CXM) programs are necessarily a quantitative endeavor, requiring CX professionals to decipher insights from a sea of customer data.

Top 51 Instagram Stats You Need to Know in 2019


Leveraging social media means being where your audience is – and for almost every brand or business in 2019, that means Instagram.

Why Customer Experience is a Marathon Full of Sprints

CX Journey

Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners.

NPS 104

Walk in the Shoes of Your Customers

The DiJulius Group

Announcing the Speaker Lineup For The 2019 Customer Service Revolution! The two most important words in customer service are empathy and compassion. It is important to train your team members to operate with empathy and compassion throughout every customer interaction.

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!

Is Your Organization’s Focus on Projects Hurting Efficiency?


In my role at Cyara, I regularly have discussions with our customers about forecasting, funding, and resource allocation in their organizations.

How to Develop your Digital Customer Experience

Ann Michaels and Associates

In today’s crowded marketplace, brands are finding it more difficult to differentiate themselves from one another. When you have multiple brands in multiple industries offering the same products you do, you need to give customers a reason to choose you over them.

Google, the GDPR, customer experience and trust


Date: Wednesday, March 13, 2019 Author: Pascal Gauvrit - CTO Google, the GDPR, customer experience and trust. Published on: March 13, 2019. Author: Pascal Gauvrit - CTO The General Data Protection Regulation (GDPR) has had an enormous impact on every organization operating in the European Union.

Data 83

What Scorecards Tell Different Members of your Customer Service Team


HR Management for CX CX Culture

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.

Can You Just Give Me the (Data Analytics) Answer?

Aquila Insight

Which would you prefer: to jump to the result, a data analytics answer to your business problem; or to be taken through each of the steps we took to reach the solution? I recently had a client who has a very different way of working from what we’ve been used to at Merkle Aquila. We found that in our presentation of the analysis we needed to focus on explaining our approach.

3 Reasons Why Marketing is Important to Your Customer Care


Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. As a marketer it’s important to be involved in every part of your customer’s experience, as any point of contact can have a major impact on future revenue and customer retention.

The UX Evolution

dscout People Nerds

Former UXPA International president Jen Romano-Bergstrom on the industry’s rapid growth, biggest challenges, and where researchers should be doing even more to break down boundaries

Personalizing the Mobile Customer Experience

Second to None

Our mobile devices are so heavily ingrained into our everyday lives, they might as well be sewn directly into our hands—upgrades might be a difficult maneuver, but surely there is a way around it. Joking aside, mobile engagement is at an all-time high, which in-turn has changed the way customers think and behave. Over the years mobile practices have shifted customer interactions from face to face to screen to screen.

B2C 63

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.

Don’t let customer satisfaction surveys tarnish your brand


The idea of customer satisfaction surveys originated with good intent. Businesses wanted to know how their customer’s felt so they could make things better. Unfortunately, somewhere along the way, things went wrong. Now, customers are surveyed incessantly.

Pinpointing Growth Opportunities in the Institutional Market

Market Strategies International

Claims Correspondence Challenges that Keep CEOs Awake at Night

Transforming Customer Connections

Claims correspondence is at the heart of any property and casualty insurance company. There are many things in the insurance industry that will keep your CEO awake at night – changing regulations, technology changes, etc. Claims correspondence challenges, though, can be the stuff of nightmares.

Want More “Agile” Qualitative Research? Take it Remote.

dscout People Nerds

Working with the agile methodology or at a company where stakeholders use sprints? Learn how to make your research faster with pro tips from Carrie Yury and Kirsten Lewis

Tips 52

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.