Wed.Jan 09, 2019

When Customer Success Becomes a Silo

Amity

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 69

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?

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.

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

More Trending

Utilizing Surveys and Reviews as Customer Feedback Tools

ReviewTrackers

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 70

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 69

Is CX dying? Seven ways to save customer experience

MyCustomer

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

9 Must-Attend Customer Experience Conferences in 2019

iPerceptions

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

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.

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.

What to look for in a QA Analyst

PlayVox

HR Management for CX

2019 Retail Industry Report Offers Strategy & Surprises

NetBase

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.

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.

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

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

Gainsight

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.

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

Circular Edge

Photo Credit: www.learnjde.com. 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

G2 Crowd Grid for Enterprise Feedback Management (Winter 2019)

Wootric

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.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Is Your Focus on You Or Your Customers?

CSM Magazine

We often oversimplify what we believe a customer’s need is, often due to the fact that many organizations view customer needs through an internal lens. Now is the time to refocus on your customers. Because we sell widgets, our customer must need widgets.

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.

No Toilet Paper – Is Customer Service Getting Worse?

ShepHyken

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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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

Talkdesk

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.

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.

Dollar Shave Club

Optimove

The post Dollar Shave Club appeared first on Optimove. customers

Is Optimism Dead?

C Space

Is Optimism Dead? As we approach 2020, the future feels less certain than ever for customers. So that’s why we’ve launched Life as a Customer, a window into the worlds of 700 customers, powered by C Space. We share our first findings in this article… Tweet. Bill Alberti.

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Savage Marketing 2019

Optimove

The post Savage Marketing 2019 appeared first on Optimove. events

‘Why Qualtrics’ – Rupali Jain – Senior Manager, CX Product Management – Seattle

Qualtrics

What is your why? How does Qualtrics connect with your why? I want to learn something new with everything I do. Whether it’s learning how to grow as an individual, learning about a product, a culture, or how to work with other people., If I’m not learning, I feel something is missing.

Eye for Travel Amsterdam

Optimove

The post Eye for Travel Amsterdam appeared first on Optimove. events