Tue.Feb 06, 2018

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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.

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Is Customer Experience Exempt from “One Size Does Not Fit All?” Not Really!

InMoment XI

I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that I’m talking about. On Saturday mornings, I frequently go with my son to grab a quick breakfast before we get to his early-morning music lesson. He always orders the same. View Article.

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Customer Experience Lessons from Television Advertising’s Biggest Day In America

Michelli Experience

First, notice the title of this blog! You will see that I didn’t mention the name by which people typically refer to the season-ending major sporting event where commercials play a central role. Therein is my first lesson: Trademarks matter. Virtually every phrase used to describe that event has been trademarked and the equity created around it is policied aggressively by the trademark owners attorneys.

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Is Customer Experience Exempt from “One Size Does Not Fit All?” Not Really!

InMoment XI

I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that I’m talking about. On Saturday mornings, I frequently go with my son to grab a quick breakfast before we get to his early-morning music lesson. He always orders the same. View Article.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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4 New Year’s Resolutions Every Small Business Should Make

Win the Customer

Still looking to make some resolutions for 2018? Don’t forget to make a few for your small business, too. Much like in your personal life, you can take a number of proactive steps this year to positively impact your business. Plus, what business couldn’t benefit from generating more revenue or fostering better customer relationships? Here are four New Year’s resolutions every small-business owner should consider striving for this year. 1.

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Amazing Business Radio: Murph Krajewski

ShepHyken

Hitting the Reset Button on Omni-channel Customer Service. Shep Hyken Interviews Murph Krajewski, VP of Marketing at Sharpen . Are you where your customers want you to be? . . ? <span data-mce-type=”bookmark” class=”mce_SELRES_start”>?</span>&lt;span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”&gt;?

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11 Contact Center Metrics You Need to Be Tracking

UJET

Your contact center is your primary method of customer service: one of the first lines of defense when it comes to connecting with customers, sorting out their problems, and ensuring that they have everything they need to be satisfied with your business. In order to make sure that your contact center is handling things the way it should be, you need to be tracking the key performance indicators (KPIs) that let you know whether or not your contact center is effectively meeting its goals.

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Are small businesses missing out on Customer Experience as a way to grow?

CX University

Do you know how much small and medium-size businesses (SMEs) contribute to total GDP growth? This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our communities. Companies with fewer than 500 employees: Employ 48% of the total workforce (US Census Bureau, 2016). Produce 44.5% of GDP (US Census, 2010).

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CJM Series, Part 1: Building Alignment through Customer Journey Mapping

Truthlab

Reading Time: 3 minutes Start by asking yourself one question: Does everyone in my organization understand the needs of our prospects and customers during every stage of their journey? If you answered yes to the question above then consider yourself among the top 1% of Customer Experience (CX) leaders in the B2B world. Otherwise, join the rest of us […].

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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2018 Trend 1: Digital Channels Finally Overtake Voice

Team HGS

2018 Trend 1: Digital Channels Finally Overtake Voice. HGS recently released a white paper on this year’s top 10 trends in customer service. Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. Here, we dissect CX Trend No.10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business.

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Top 9 Customer Experience Influencers to Follow

Peter Lavers

We’re delighted to report that our founder Peter Lavers has again been featured by Capterra as one of the top influencers in the world in the field of Customer Experience. Peter is the only Brit on the list and is delighted to be included. He didn’t set out to be an ‘influencer’ or ‘guru’ on the subjects of customer experience, CRM, CVM, and increasingly the applications of Artificial Intelligence in marketing.

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2018: The year of a more leveled CX playing field

CX Ahead

This article was originally published on the CX Network, a leading platform for senior CX and Marketing leaders. This isn’t the year of futuristic innovations and a complete industry overhaul, 2018 is about customer experience maturity across the board. Year after year, we see people talking about the next 12 months as announcing a fantastic […].

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Customer Experience: The New Frontier in the Financial Industry

UserReplay

As consumers are getting more comfortable with making financial transactions online – from ordering grocery. The post Customer Experience: The New Frontier in the Financial Industry appeared first on UserReplay.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Less Measuring, More Action: CX in 2018

Confirmit

This time of year, many people are reflecting upon what they’ve accomplished this year and what to anticipate in the future. We tend to underestimate change in the long term and overestimate change in the short term. So talking about this topic for 2018 can be fraught with challenges – but we’re going to do it anyway! The CX world is destined to be a very different place in the future, but before we get there, we’d like to share with you our perspective about what’s

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Apply Today to Speak at Opentalk 2018

Talkdesk

We are excited to announce that we are accepting speaker submissions for Opentalk 2018 ! We are looking for creative storytellers, customer experience innovators and leaders with real-world successes to share. Topics will include omnichannel strategies for integrated customer experiences, AI and machine learning and emerging technologies for sales. As speakers from last year’s Opentalk can attest, speaking at this industry event is an eye-opening experience.

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The Future and Challenges of Customer Experience

Peter Lavers

A little while ago a Helsinki-based customer feedback analytics company called Lumoa asked me to contribute to a blog series they were writing on the future of Customer Experience, and what its challenges will be on 2018. I was happy to participate, and the blog with my contribution has just been published. I’d highly recommend reading the whole article (not just my bit!

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4 Self-Destructive Review Management Worst Practices To Avoid

Grade.us

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Verint Executive to Host CIO Roundtable on Robotics and AI

Verint

AI is a reality today because recent advances in AI technology have made machines more intelligent. By itself, AI technology doesn’t provide much value. However, when incorporated into an organization’s customer engagement strategy and overall business operations, AI can power automation and help deliver significant results. Automation powered by AI technologies can leverage areas such as robotics, natural language processing, machine learning and cognitive capabilities.

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What do I Need to Know to Create a Knowledge Base?

Comm100

A knowledge base is a great way of communicating with customers. When written well, it helps direct customers straight to the information they need so customers don’t have to contact the customer support team. It also helps to identify pain points that customers are experiencing and gauge their capability to use your product. You might, however, be puzzled as to which architecture to use, choosing between a customer facing and employee facing knowledge base, and what strategies to use.

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Reduce Repetition with an Omnichannel Customer Experience

NICE inContact

Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video. Follow the twins, Jimmy and Johnny, to see for yourself what happens as each of them tries to execute a quite mundane task: reschedule a service appointment for their cars.

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Driving Business Growth by Delighting Customers – CX Tips by Mr. Bipin Narang, Co-Founder and Managing Director, PrintVenue

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we started the initiative of sharing a series of interviews with top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Bipin Narang, a leading CX enthusiast in India.

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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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This Is How You Get Customers To Accept Your Word As Final

Myra Golden

Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. It’s pretty easy to give a firm answer when you have the right approach. Making your answer the final answer comes down to two things.

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Ways to Speed up Your Service Without Growing Support Team

LiveChat

As you gain more customers, you may think that you need more people to handle chats, answer phones and cover emails. This would result in your customer support team growing proportionally to your business. It’s not a bad thing, but if you always follow the strategy of hiring whenever your business gets bigger, you will end up having an enormous team in a really small office.

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SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?

Comm100

Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a loaded one. Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. This blog post will cover several of the top, most sought-out customer engagement tools on the market.

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