Mon.May 06, 2019

article thumbnail

Is Your CX Missing High Touch High Tech?

Oracle

High touch high tech may be next hottest CX trend. In a technology-driven world, people hunger for the human touch. The phrase “high tech high touch” emerged in the 1980s in the New York Times #1 bestselling book Megatrends , and was later explored in depth by author John Naisbitt in a book of the same name. He argued that brands need a high touch response in a high tech world, and explored the human craving for a more connected experience.

article thumbnail

Why Half of Meeting Attendees do not understand What You are Saying

One Millimeter Mindset

I always assume that at least half of meeting attendees will not grasp the value of what anyone is saying to them. Perhaps you should communicate based on this assumption, as well. Here’s why. First, some meeting attendees may not be tuned into you. Or anyone else, for that matter. Even if you are meeting with a group of your professional peers, their “listening antennae” may not pick up your signal all that well.

Meeting 13
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Right Response To Customer Feedback? Hint: It’s Not “Sorry”

Forrester's Customer Insights

If you tell employees to apologize when a customer shares feedback about a bad experience, think again! Customers give you feedback because they want you to hear them. And because they want you to improve the experience for next time. And most customers like it if somebody relates to the pain they might’ve experienced. A […].

article thumbnail

Get to Know Bruce Arnett: The CTO at MaritzCX

InMoment XI

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. “Skill, ethics, and a purpose-driven outlook is what makes a great team deliver compelling customer experience and drives exceptional business performance.” — Bruce Arnett, CTO, MaritzCX Being a People Leader Bruce has over 20 years of.

article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

article thumbnail

Discover the Missing Puzzle Piece in your Contact Center at ICMI

Calabrio

We’ll be navigating the tides of transformation at ICMI Contact Center Expo from May 13–16 at The Diplomat Resort in sunny Ft. Lauderdale, FL. We hope to see you there! The ICMI Contact Center Expo is a great conference to submerge yourself in meaningful content; learn how to take back to your workforce, listen to expert speakers and network with the industry’s leading-edge vendors.

More Trending

article thumbnail

Gant Travel Goes the Distance with CXone

NICE inContact

Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. While the company works hard to ensure that its clients’ trips are comfortable, cost-effective, and error-free, the customer experience it was providing needed to make significant progress to meet the same standards.

Travel 145
article thumbnail

Creating Strong Emotional Connections for Great Customer Experience

Wired and Dangerous

76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful.

article thumbnail

5 Top Customer Service Articles for the Week of May 6, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. (Team Support) Feedback matters in the customer-centric era of business we work in.

article thumbnail

3 Steps to Reducing Stress and Escalations With Customer Service Teams

Myra Golden

Back in my call center days, I paid a consultant a wad to tell me to, “Give your employees time after each call to debrief with their co-workers, and create a culture where they can turn to each other for advice and guidance for how to navigate a tough call.” Here are the top three things my consultant advised me to do immediately to achieve the goals she set for me. 1.

article thumbnail

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!

article thumbnail

3 Tips for Making Employee Engagement the Hero in Your CX Story

Talkdesk

It stands to reason that happier employees create better customer experiences, right? But how much does it matter to your customers—and to the success of your business? . The short answer is that it matters a lot. Recent research shows that organizations with highly engaged employees outperform those with low employee engagement by over 200%. If your employees are punching the clock every day, putting on a thin facade of politeness with customers, just to stay employed—then you’re missing out.

article thumbnail

AI IRL Podcast Episode 18: What Conducting Orchestras Can Teach You About AI

Bold360

Subscribe via iTunes , Spotify and more. What can conducting a symphony orchestra teach you about AI? Plenty, according to Lukáš Kova?ík , symphony orchestra conductor and CEO & Founder of the AI consulting firm Bohemian AI. Going Beyond the AI Hype. AI hype is everywhere. For Kova?ík, the problem is baked into the name itself. “ The word intelligence in AI is unfortunate because it makes you expect something human.

Tools 70
article thumbnail

Harvard University Makes the Grade on Financial Wellness

Think Customers

It’s difficult to provide an excellent customer experience when an employee is worried about whether he or she can afford a financial shock, such as an unexpected home repair or a medical emergency. For many customer-facing employees, one unexpected expense can quickly snowball into a larger problem: repossession, eviction, or other life-altering situations.

article thumbnail

Transforming Twitter Analytics into Actionable Insight

NetBase

With nearly 6000 tweets hitting social every second – that’s 500 million per day – you better believe time counts on Twitter. Can your social analytics tools keep up? Here’s why they need to. Twitter Isn’t Dead. First things first: With social networks like Instagram exploding and getting so much attention, it’s easy to think Twitter is less relevant – but that’s hardly the case.

article thumbnail

The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

article thumbnail

Use-Case Selection Will Make Or Break Your AI Strategy in Healthcare

Forrester's Customer Insights

The use of AI in healthcare has moved beyond just science fiction to actual practical applications of the technology in various pockets of the healthcare ecosystem. In fact, in just the last year, nearly one half of healthcare organizations (HCOs) reported that they were implementing or expanding their plans to use artificial intelligence. Over the […].

article thumbnail

B2B Execs: Here’s How To Earn (Or Lose) Our Trust

ERDM

Article by Ernan Roman Featured on CMO.com. When we read about personalized marketing, we tend to think first about B2C—the ads for camping gear we’ll see on a website because we last searched for “tents” on Amazon, for example. Yet what about B2B personalized marketing? It exists and, perhaps surprisingly, welcomed. To that end, recent voice-of-the-customer (VoC) research conducted for a variety of clients by my firm, ERDM, yielded some important findings.

B2B 40
article thumbnail

Forrester’s 2019 CIO Predictions Redux: Innovation And Adaptiveness Accelerate

Forrester's Customer Insights

They say the best thing about being an economist is making your next prediction and not telling people why your last prediction may have been wrong. Well, we aren’t economists, so we are going to revisit Forrester’s 2019 CIO predictions to see if they have come to fruition. Let’s review. Things We Feel Really Good […].

article thumbnail

6 Easy Ways to Incorporate Customer Feedback in Your Business Strategy

Survicate

Customer feedback is a powerhouse of ideas that have a lot of potential for your business strategy. And it’s even more valuable if you’re looking for fresh ideas to accelerate your marketing efforts. You may know your product well, but your customers know it better, as they use it on a daily basis. They know what it lacks and they know how they want to see you present it.

article thumbnail

Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

article thumbnail

Top Tips to Improve Inbound Customer Service

CSM Magazine

As a successful business, you probably put a lot of effort into improving your customer service. And the world is taking note. In fact, 81 percent of Americans report that they are either satisfied with customer service or the service exceeds their expectations. And 67 percent of people worldwide believe that customer service is improving as a whole.

Tips 40
article thumbnail

B2B Execs: Here’s How To Earn (Or Lose) Our Trust

ERDM

Article by Ernan Roman Featured on CMO.com. When we read about personalized marketing, we tend to think first about B2C—the ads for camping gear we’ll see on a website because we last searched for “tents” on Amazon, for example. Yet what about B2B personalized marketing? It exists and, perhaps surprisingly, welcomed. To that end, recent voice-of-the-customer (VoC) research conducted for a variety of clients by my firm, ERDM, yielded some important findings.

B2B 40
article thumbnail

8 Common Pitfalls to Avoid When You Speak

The DiJulius Group

This guest article is brought to you by Patricia Fripp, speaker at the 2019 Customer Service Revolution. Whether your audience is one person or a thousand, whenever you open your mouth, you want to get a specific message across. Perhaps you are leading a training session, delivering a formal presentation, or want your opinions heard at. Read Full Article.

article thumbnail

Voice Technology Is The Key To Faster Smart Home Adoption

Forrester's Customer Insights

Smart speakers continue to sell like hotcakes and create ripples of excitement among smart home enthusiasts. This is not only good news for smart speaker manufacturers but also for manufacturers of other smart home categories, because owners for smart speakers are more likely to purchase other smart home devices such as smart thermostats and locks. […].

article thumbnail

The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

article thumbnail

5 Reasons Why Continual Learning is Key for Your Customer Service Team

Playvox

According to a Microsoft report, customer service is a key factor in 96 percent of consumers’ loyalty to a brand.

article thumbnail

Even Further In-Context: Better Recruiting and Collaboration Through dscout

dscout People Nerds

What’s new to the dscout platform for remote qual as of May 2019…and what’s in the works for this summer.

40
article thumbnail

inSided is featured in new Forrester report: How To Modernize Digital Customer Self-Service

inSided

inSided is thrilled to reveal that we’ve been featured in Forrester’s latest report: How To Modernize Digital Customer Self-Service.

article thumbnail

CVS Agency Decision Signals A New Era In Partner Strategies: Values Vetting

Forrester's Customer Insights

CVS Takes The Next Step To Align Its Operations And Values After pulling tobacco from its shelves in 2014, last week retailer CVS Health announced that it would not work with agencies who have tobacco or e-cigarette clients. Both decisions stem from the retailer’s desire to align operations with values. The effort is part of […].

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

Why Qualtrics? – Audrey Cordal – Sales Development Representative – Provo, UT

Qualtrics

My why is culture. Once I graduated college I knew I wanted to get out of Florida to experience new things and meet new people. After researching Qualtrics for my interviews I was obsessed with everything about Qualtrics. But what really drew me in was the culture. I love knowing I can come into work and be with people who genuinely care about me and vice versa.

Sales 37
article thumbnail

A Former Strategic IT Vendor Is Returning To CIO Value — VMware

Forrester's Customer Insights

The company that drove server disruption with it’s 1990s virtualization solution, saw its value disrupted by cloud computing in the 2000s. It then struggled for years to extend its value to cloud effectively. In 2016 if finally embraced public cloud as the reality for enterprise digital transformation advancement but went AWS only. And it took […].

Company 45
article thumbnail

Driving Engagement with Contextual Marketing

Optimove

The post Driving Engagement with Contextual Marketing appeared first on Optimove.