Wed.Apr 17, 2019

Defining Customer Experience: More Than the Sum of Its Parts

Truthlab

While defining customer experience can be tricky, there’s no denying that it is important. Improved customer experience can lead to increased revenue and repurchasing behavior (Experience Matters, 2018).

What is Data Mining & How Can It Help CX?

Smarter CX

Data mining. You’ve heard the term before because your organization is beginning to focus on internal business intelligence (BI) projects. You know it has something to do with searching data, but you’re not exactly sure what it is, who does it, and for what reason.

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Customer Service and Customer Experience - What is The Difference?

Survaider

What keeps a customer coming back to your business? Is it the impeccable customer service or a well-crafted customer experience? O r perhaps, it is a combination of the various customer touchpoints which come together to create a beautiful customer journey? Confused? let us simplify this

4 Reasons Your Customers Won’t Reach Out to Customer Service

GetFeedback

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. But does this work well?

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

How Marketers Can Benefit From More Than Technology: Modern Marketing

C3Centricity

Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California.

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Pivot on Purpose for GMPC

Storyminers

A small change in course can change your future. That was the promise of StoryMiners’ PIVOT ON PURPOSE interactive workshop for the Georgia Mentor Protégé Council. The first event was held on April 16, 2019 at AT&T.

Restaurant Review Sites: The Ultimate Guide

ReviewTrackers

The Rise of Restaurant Review Websites. Managing restaurant reviews? So you should. In today’s age, diners can quickly become online critics.

6 Reasons Why Customer Support Is an Essential Part of Your Business

ProProfs Chat

It takes 12 positive interactions to make up for 1 negative interaction with a customer. The worst part is, 33% of customers don’t even return after 1 negative experience. They are now served by your competitor. In short, customer support makes all the difference.

5 Benefits of Running Surveys with Mailchimp

Survicate

If you’re anything like me, you might have a hard time remembering what email marketing was like in the pre-Mailchimp era. Seems like Freddie the Chimp has always been high-fiving us throughout our marketing endeavors, right?

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

The In-App Engagement Starter Kit

Gainsight

Helping customers is good. Pestering them is bad. How do you strike a balance when talking to them inside your product? In-app engagements can significantly boost user retention, but overuse them and they’ll hurt your product experience more than they help.

Experiential Calluses Against Poor CX

ShepHyken

Last summer I played golf with a friend. At the end of the game, he had blisters. He didn’t play very often, and the golf clubs rubbed his skin raw. My hands were just fine. I’m fortunate to play several times a month and over time I’ve built up calluses that prevent those nasty blisters.

10 More All-Too-Common VoC Program Mistakes - Part 2

CX Journey

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here.

Bigger, Better Brandwatch: James Stanier on Flexible Working and a Global Engineering Team

Brand Watch

Interview Merger Diaries

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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

How to Measure Success in the Contact Center

Interactions

The way we communicate with brands is changing. For example, modern customers prefer self-service channels that allow them to find solutions themselves, and more quickly, rather than waiting in a queue to get to a live agent.

Why Left Brain Thinkers should run your next Sales Team Meeting

One Millimeter Mindset

Really? The idea of a left brain thinker, or STEM colleague, running your next sales team meeting probably is one of your biggest nightmares. Mostly because you avoid working directly with the STEM colleagues and left brain thinkers in your organization.

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2019 Guide to Purchase Drivers for Travel

NetBase

Whether traveling by plane, train or cruise ship, there are purchase drivers specific to certain segments of consumers, and some that are common to all, by category! And AI-powered social listening provides crucial intel to guide these B2C efforts. Get Me a Ticket for an Airplane.

7 Reasons Call Center Agents Should Care About Performance Metrics

PlayVox

Working as an agent in a call center or customer service department carries more responsibility than you may realize.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Why collaboration is key to customer service success

Eptica

Date: Wednesday, April 17, 2019 Author: Steve Nattress - Product Manager Why collaboration is key to customer service success. Published on: April 17, 2019.

Customer Success Webinar: Where Should Customer Success Live? And Who Owns the Number?

ClientSuccess

ClientSuccess will host Jay Nathan , Founding Partner and Managing Director of Customer Imperative , for this month’s customer success webinar series: Where should customer success live and who owns the number? This is the one of the hottest customer success topics in debate right now.

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How I Use Gainsight PX as a SaaS CEO

Gainsight

It turns out that where you got your MBA isn’t a predictor of your success as a CEO. Actually, neither is your past performance! At least, that’s if you use stock prices as a yardstick for success.

How top YC companies use insights from data analysis to drive their product roadmap

Thematic

Interview with Arianna McClain, Director of UX at Cruise. Alyona: Arianna, you’ve had an amazing career in such a short time. You worked for IDEO and led user experience and insights at DoorDash and Cruise, two of the most successful YC companies. How did you get into this exciting field?

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.

Collaborate 19 JDE Recap & Resources

Circular Edge

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners.

Customer Success Webinar: Where Should Customer Success Live? And Who Owns the Number?

ClientSuccess

ClientSuccess will host Jay Nathan , Founding Partner and Managing Director of Customer Imperative , for this month’s customer success webinar series: Where should customer success live and who owns the number? This is the one of the hottest customer success topics in debate right now.

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Collaborate 19 JDE Recap & Resources

Circular Edge

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners.

How can my Business Create an Outsourced Contact Center RFP?

Advantage Communications

If you’re looking to drive your business into the future and want to dramatically improve both your customer service and the overall customer experience of your brand, entering a new strategic partnership with an outsourced contact center is a significant decision for your business. Contact Center

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.