Fri.Feb 03, 2017

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FREE Journey Mapping Template

Kerry Bodine

A while back, someone asked me on Twitter whether or not you could create effective journey maps in PowerPoint. My answer is an emphatic “yes!” Here’s why: PowerPoint is robust: Sure, PowerPoint doesn’t have all the fancy bells and whistles that design programs like Photoshop and Illustrator do—but as you can see in the image above, its drawing capabilities are more than sufficient to depict the ups and downs of customer journey.

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For Amazing Customer Exprience Insights, Kindly Step Outside

Experience Investigators by 360Connext

Gathering and acting on customer experience insights from analytical data, surveys, and other resources inside your organization is one thing. But stepping into your customer’s shoes to understand what they need the most is another! Getting a different perspective on the true customer experience is harder than it sounds and much more challenging than most believe it should […].

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How Customer Experience (Cx) can be Dramatically Enhanced by Deploying Digital Channels and Digital Resources

Uniphore

Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More.

Resources 100
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POS, Promoters and Perfect 10s: Upcoming Webinar – Customer Experience in Retail

CustomerGauge

POS, Promoters & Perfect 10s On February 8th, CEO and co-founder of CustomerGauge, Adam Dorrell, will join Senior Manager of GUEST Services and Training for AREAS, Cary Self, to deliver a special webinar on customer experience in retail. They’ll cover best practices for Net Promoter® in Multi-Channel Retail and insight into measuring and improving customer (“guest”) experience with […].

Retail 72
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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How Customer Experience (Cx) can be Dramatically Enhanced by Deploying Digital Channels and Digital Resources

Uniphore

Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More.

Resources 100

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6 Common Customer Experience Strategy Pitfalls

McorpCX

For any organization striving to significantly improve customer experience, they need a plan to do so. That’s because the ability to design and deliver great customer experience doesn’t “just happen.” It’s planned. Which is where a customer experience (CX) strategy comes into play.

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I Had to Pull the “Get Me a Manager” Card. Here’s Why.

Myra Golden

I’ve told this story before, so bear with me if you’ve already heard it. I’m standing at the front desk of a nice hotel in Baltimore. The front desk clerk is having a problem with my reservation. I wondered if it was because I had literally just booked the reservation 45 minutes prior, just as I got into my rental car at the airport. I told the hotel employee that perhaps my very recent booking was the problem.

Hotels 53
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How to Get Rid of Bad Work Habits and Be More Successful

LiveChat

Recently, I spoke with my friend about his work. He told me that he has so much work that he ends up working overtime almost every day. Of course, I felt sorry for him, but I couldn’t give up the impression that if he was able to get rid of a couple of bad work habits, he would be much more efficient. Since I worked with him for a couple of years, I knew his working routine.

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The Customer Has the Most Important Contact Center Job

Talkdesk

When you think about contact center jobs, you probably imagine people wearing headsets and answering calls in front of computer screens staring at call center software all over the world. These employees are the part of a company that is responsible for solving any problems that come up. When you think of people with contact center jobs, you probably don’t look in the mirror.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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The Data Economy Is Going To Be Huge. Believe Me.

Forrester's Customer Insights

Are they serious? I've just finished reading the recent Communication on Building a European Data Economy published by the European Commission. And, it's a good thing they're seeking advice. The timing is perfect. I'm in the thick of my research for a new report on data commercialization. When I first published It's Time To Take Your Data To Market the idea was merely a twinkle in people's eye.

Data 41
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A Way of Doing Business

Brad Cleveland Blog

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required.

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Fixed vs. Growth Mindset in Customer Success, What Does That Mean?

Amity

If you enjoy reading about how to lead teams or be successful then you’ve probably come across the topic of fixed vs. growth mindsets. The concept comes largely from the research of Dr. Carol Dweck of Stanford University and while her research is focused on the ability of students to succeed in the face of adversity I also find the idea a useful concept for Customer Success.

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A Way of Doing Business

Brad Cleveland Blog

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.