Wed.Jan 09, 2019

When Customer Success Becomes a Silo


This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community.

Are Your Departments Partnering to Deliver Great Service?

Wired and Dangerous

Copyright: floralset / 123RF Stock Photo. Customers are different today! Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience.

Artificial Customer Conversations beget Artificial Customer Experiences

One Millimeter Mindset

Is your business fostering artificial customer experiences due to reliance on technology as the primary interface for customer conversations? Listening strategies and tools for the voice of the customer can produce skewed insights. Simply because of where, and to whom, your organization is listening.

ROI 73

5 Customer Experience Tips from CX Heroes

Smarter CX

A new year brings endless potential for great – and not so great – customer experiences. According to Forrester , the Forrester’s 2018 Customer Experience Index shows that “companies are struggling to create and sustain a human connection with their customers.”

Tips 92

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Utilizing Surveys and Reviews as Customer Feedback Tools


Research shows that 86 percent of customers will pay more for great customer experience, and the data from reviews and surveys will be the building blocks to help you get to that higher level of customer experience.

Tools 75

More Trending

How Northridge Performance Coaching Drives Instant Results

Northridge Group

Consumers are facing an explosion of choices. In the 1990s, the average grocery store carried 7,000 items. Today’s grocery stores carry 40,000 items.

Resurrecting the Dead Horse Theory

CX Journey

Sleeping (not dead!) horse image courtesy of Pixabay I challenge you think about things differently in 2019. What got us here won't get us there, right? I recently came across The Tribal Wisdom of the Dakota Indians , a 1999 article in the Guardian, that I felt needed to be resurrected.

Study 104

Reviewing 2018 – our top 10 blog posts from the year


Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019.

Is CX dying? Seven ways to save customer experience


Engagement. Is CX dying? 7 ways to save customer experience

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Top Customer E- Service Articles Of 2018

The DiJulius Group

The results are in, and here are readers’ favorite articles of 2018 ranked by popularity. I recommend printing and reading any you missed, and sharing (link to share) this list with your team. Want to keep your mgmt team motivated about Customer service all year?

9 Must-Attend Customer Experience Conferences in 2019


The Customer Experience (CX) is one of the hottest topics in most industries. It is being discussed, researched and scrutinized as much as ever before, and with the level of impact that CX can have on your bottom line , it’s definitely for a good reason. Customer Experience

New Research: Customer Success Is Critical to Growth in the Digital Era


How many of us have heard a business claim “our key differentiator is that we’re very focused on the customer?” And how often has that claim lined up with reality? It’s one thing to say you’re customer-centric. It’s another to put it into practice. Savvy business leaders have long understood that a certain level of customer-centricity is just table stakes. Fool me twice and all that.

What to look for in a QA Analyst


HR Management for CX

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

2019 Retail Industry Report Offers Strategy & Surprises


Retailers have had to be quick on their feet to stay relevant the past few years. As competition intensifies, social data becomes more valuable to staying ahead. Understanding consumer love, and what drives it, can be the difference to a brand that’s struggling.

Mastering the art of the interview—with the master interviewer

dscout People Nerds

New York Times Magazine columnist David Marchese breaks down the art of conversation


No Toilet Paper – Is Customer Service Getting Worse?


Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be.

Great News, JD Edwards: E1 Apps & Tools Release 9.2.3 Featured Highlights

Circular Edge

Photo Credit: Which 9.2.3 features are you most excited about? Are you currently benefiting from or planning to leverage any of these cool features? This holiday season brought us both the latest JD Edwards EnterpriseOne Applications Release and the latest Tools Release 9.2

Tools 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.

G2 Crowd Grid for Enterprise Feedback Management (Winter 2019)


We’re delighted to share that Wootric has once again been recognized as a “High Performer” in the G2 Crowd Grid Report for Enterprise Feedback Management.

A little less 2019 prediction, a little more customer service action

Rant And Rave

Ah, January: the month of resolutions, crowded gyms, and empty pubs… Plus the inevitable wave of ‘2019 prediction’ blogs, covering everything from politics to design trends. Now, we’re no psychics – but we are a bunch who know a thing or two about customer experience.

Technology Failures That Are Hindering Remote Working

CSM Magazine

A new report lifts the lid on the top issues causing blocks to successful remote working – at a cost estimated to represent as much as $20,000 (£15,800) per worker for some firms.

Contact Center 2019: Scalability in Today’s Modern Contact Center


Early in my career, I spent eight years supervising agents in contact centers. Working in and managing contact centers is not for the faint of heart. Every day is a challenge and seems like you are dealing with fires all day, every day! When I was working as a manager at Novell, one of my biggest challenges was when the marketing team wouldn’t notify us when a new advertising campaign went out. We found out by getting surprised with phone calls that we weren’t prepared for.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Five Trends Shaping The Future Of Customer Experience In 2019

Answer Dash

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers.

Autonomous Testing Is Like Autonomous Driving: The AI Needs Human Assistance

Forrester's Customer Insights

The US Society of Automotive Engineers (SAE) has defined a scale to describe the autonomous capabilities that self-driving cars have — i.e., their levels of automation. link] Level 5 is full automation, which allows self-driving cars to operate with no human assistance.

Here’s What’s New from December 2018 | Kommunicate Product Updates


We hope you had a great time celebrating the festive season and the new year. Meanwhile, here at Kommunicate, we cooked some interesting features up, fixed a few bugs and improved the overall performance. Here’s to the new year and making customer support smarter and better. ?? For previous versions of Release Notes, head here. Web [.]. The post Here’s What’s New from December 2018 | Kommunicate Product Updates appeared first on Kommunicate Blog. Product updates

Dollar Shave Club


The post Dollar Shave Club appeared first on Optimove. customers

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.