Wed.Jun 05, 2019

5 Essentials for Customer Experience Leaders

Happy or Not

CX leaders are challenged with what it means to spearhead CX efforts. To improve their influence, and results, CX leaders can start by grasping and implementing 5 key essentials. The post 5 Essentials for Customer Experience Leaders appeared first on HappyOrNot.

Your Guide to the Customer Journey Map

Interactions

Your Guide to the Customer Journey Map. By now, you’ve probably heard that customer experience is a big deal. In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations.

Learning Processes Vs Coaching Sessions for Customer Service Teams

PlayVox

Customer Experience CX Culture

7 Secrets to Business Growth from Leading Global Brands

C3Centricity

Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace.

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The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Linkage Analysis: Connecting the Voice of the Customer (VoC) to Positive Business Outcomes (ROI)

MaritzCX

In today’s industry, there’s a constant demand for corporations to deliver a positive ROI (Return of Investment) from their business initiatives.

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Episode 52 – Loren Beck From Zappos Discusses Culture

Kristina Evey

Hi everyone – today is throwback tuesday. This is an oldie but extremely goodie interview I had back in 2009 … Read More Episode 52 – Loren Beck From Zappos Discusses Culture. The post Episode 52 – Loren Beck From Zappos Discusses Culture appeared first on Kristina Evey

Walking In Your Customer’s Shoes

ShepHyken

You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities.

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.

Coaching — Medicine for the Contact Center

NICE inContact

“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!”. What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are high. What should I do to correct them? Can I take medication for it? Do I need to change my diet?”. Sure feels like there is a second half of the message that the nurse is leaving out.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.

Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key

NICE inContact

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology. Businesses are very confident while consumers are proceeding with caution. You can read more about this study here.

What are the World’s CX Leaders Doing? Lessons from Medallia’s Exchange ‘19

Heart of the Customer

I attended Medallia’s annual conference for the first time and was impressed with the quality of both the keynotes and the breakouts. While I captured many pages of notes, four findings really stuck out that I want to share: There is no one right metric.

Interview: Porter Novelli’s Kaylea Bowers on Staying Grounded in the Nitty-Gritty and Using Data to Inform Brand Purpose

Brandwatch CX

Interview

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Leverage Tell Me More Storytelling instead of So What Storytelling

One Millimeter Mindset

Tell Me More Storytelling skills result in customers, investors, colleagues, and even your grandmother, asking you to tell them more. About yourself, your career, products, services, solutions, travels, conflicts and even your dreams.

Has Your #CX Transformation Stalled?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey.

Why do we ignore the end of the customer lifecycle when building personas?

MyCustomer

Loyalty. Why is the departing customer an ignored persona

Has Your #CX Transformation Stalled?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Via Transportation Selects Talkdesk to Support fast-growing customer service operations

Talkdesk

Whether in my hometown or off on vacation, ridesharing services provide such a convenience for travel, especially in a busy city like San Francisco where Talkdesk is headquartered.

Report: The State of Customer Journey Management and CX Measurement

Pointillist

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

The Social Sentiment Behind Milkshakes Making a Comeback

NetBase

As summer approaches in the Northern Hemisphere, thoughts of cold, creamy beverages take hold – and quick-serve brands eagerly comply and compete. What are folks saying about milkshakes, and how are popular brands doing as milkshake season begins? Trends Affect Social Analytics Results.

Shifting from Service Process to Customer Experience: Challenge #2 of 5

Up Your Service

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience.

Tips 56

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

New Tech: What I Took Away From The American Graphene Summit

Forrester's Customer Insights

Graphene will (eventually) affect all of us whether we know it or not. I’ll explain later, but first, let’s take a step back and level set. What is Graphene? Simply put, it is one single atomic layer of carbon, produced by various methods of separating layers of material from graphite.

The “Best” Best Practices: Prioritizing VoC Resources for Your Business

ForeSee

Verint ForeSee Brings Focus to Big-Impact VoC Strategies Unique to Your Business There’s a lot of talk about complexity in customer experience: The journey is fragmented, digital is upending everything, CX Best Practices CX Strategy Research & CX Data ROI of CX

Shifting from Service Process to Customer Experience: Challenge #2 of 5

Up Your Service

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience.

Tips 52

How Improved Customer Education Helped Nintex Drive 153% Higher Annual Recurring Revenue

CSM Magazine

Nintex is the global leader for process management and automation. More than 8,000 public and private sector companies across 90 countries turn to the Nintex Platform to quickly and easily manage, automate, and optimize their business processes and accelerate their digital transformation.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.