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?

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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

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.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Amazing Business Radio: Tricia Morris

ShepHyken

Tricia Morris On What’s Changing In Customer Service. Shep Hyken speaks with customer service thought leader, author, Sr. Product Manager at Microsoft, and one of the top customer service influencers of 2016, Tricia Morris, about global customer service.

More Trending

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.

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

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.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

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.

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.

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".

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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

Michelli Experience

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.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

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.