Tue.Jul 12, 2016

Sell the Value of Data Insights to the C-Suite

NICE inContact

A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively.

Data 203

Customer Experience Sustainability: don’t let your CX house fall down!

ijgolding

Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail to meet our basic expectations?

USAA, Regions, and Amazon Top 2016 Temkin Web Experience Ratings

Experience Matters

For the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). pdf)). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 (download sample file (.xls)) xls)) […]. 2016 Temkin Ratings Benchmarks Customer experience

Study 160

Show Me the Money: The Why of Customer Experience Excellence {Infographic}

Michelli Experience

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

What Are Your Business Outcomes?

CX Journey

Image courtesy of kreg.steppe What are your company's desired business outcomes? How did you determine what they would be? First, what are outcomes? They're basically the result - or the consequence - of something, of doing something.

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8 Ways to Win More Loyal Customers with a Personal Touch

Provide Support

8 ways to win more loyal customers with a personal touch. Winning loyal customers does not necessarily take huge marketing budgets. When it comes to customer loyalty, it’s small gestures that get appreciated the most and remembered.

Sales 81

We Hold These Truths: Implementing CX Governance

Heart of the Customer

As the summer goes on and the Fourth of July approaches, I’ve found myself thinking once again about the principles that our nation was founded upon.

How Customer Identity Management Can Improve the Customer Experience

Think Customers

There's a goldmine of valuable data in the cross-channel interactions customers conduct.

Our Take on OpenText’s Acquisition of HP’s CCM and CX Assets

Topdown

Earlier this year, the Canadian content management company OpenText announced that it had agreed to acquire much of HP’s customer experience (CX) and content management software assets.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Why Voice of the Customer Data is your Most Important Marketing Asset

iPerceptions

Today, marketing success is developing winning customer-centric experiences. That’s why Voice of the Customer (VoC) data has grown from a nice to have to the backbone of measuring and managing the customer experience. Customer Experience

Retailer Trades Short-Term Sales of Amazon Prime Day for Long-Term Customer Growth

Think Customers

You've heard of "Christmas in July," but what about Black Friday in July? Yesterday, for the second year in a row, Amazon held its Amazon Prime Day, its mid-year Black Friday type of event. The single day of deals started last year when the company celebrated its 20th anniversary.

Sales 63

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. The Service-Profit Chain, an enterprise performance and financial results concept introduced by Gary Loveman, James Heskett, W.

Beyond Listening to The Voice of The Customer / Employee

Maz Iqbal

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Many companies, especially large companies, buy what they are selling. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee".

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

CXW 9: Customer Service Bots

Talkdesk

Happy to have you at the CXW, Talkdesk’s weekly round up of customer experience insights. This week, we’re taking a deep dive into customer service bots. What are they? What purpose do they serve? Are they the future? Here’s what we found: Bots, Explained. Kurt Wagner || Recode.

Beyond Listening to The Voice of The Customer / Employee

Maz Iqbal

Customer gurus and technology companies push the need for the company to listen to the voice of the customer. Many companies, especially large companies, buy what they are selling. Indeed, it makes sense: listen to the voice of the customer through some manner of surveying customers seems complimentary to conducting regular market research. HR gurus … Continue reading "Beyond Listening to The Voice of The Customer / Employee".

Prevent 20+ Defensive Reactions That Kill Business Relationships

Kate Nasser

Replace these defensive reactions to negative feedback in business, w/ trust building accountability. 20+ examples from The People Skills Coach™. | | Leadership, Teamwork, Employee Engagement, Customer Service.

Implementing Customer Experience, Cloud, IOT or Any Technology Project? Why Will it Fail?

Natalie Petouhof

Tweet Obviously no one plans on implementing a project that will fail. However, statistics show that over the past 20 years a very large percentage of technology projects do fail to result in the business outcomes that they were expected to meet. The real issue is that leading change (implementing new technology, whether it be CX, transitioning to the cloud, IoT, etc…) is different than the role of leading in general.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

23 Reasons to Get Excited about Data: Free e-book from IBM

Bob Hayes

We live in a Big Data world where everything is being quantified. In fact, data already touches many aspects of your lives. IBM just released a free e-book illustrating why everybody needs to be excited about data. This e-book talks about how data can: Power your business.

A totally new way to approach customers—and a million reasons to do so

Avaya

Last month, Laurent Philonenko wrote about some of the exciting work being done with the Avaya Breeze™ Platform, noting that many of our 2016 DevConnect Excellence Award winners were making the creation of Avaya Snap-ins a center point of their strategies.

The future of contact centers – What to expect when you’re expecting

Customer Interactions

Customer service organizations have always been in a continuous struggle to respond to the ever-changing landscape of customer expectations

How General Motors is Embedding Customer Experience, with Dave Mingle – CB013

Customer Bliss

Episode Overview. Welcome to Episode 13 of my podcast. (It’s It’s lucky, don’t worry.) In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

It’s Time to Retire the Help Desk. Here’s How We’re Doing It.

Kayako

One week ago, we launched the new Kayako. And what a week it was – from overwhelming site traffic on Day 1 to being featured on Product Hunt on Day 2, it’s been a rollercoaster for our entire team.