Experience Matters
APRIL 3, 2017
We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate […].
Experience Investigators by 360Connext
APRIL 3, 2017
Ever hear of a “stop doing” list? All the cool kids and productivity gurus have mentioned them. The idea is to create a not-to-do list so you are reminded of tasks you should delegate, ignore, or intentionally decide to cease. Thinking in these terms, here’s a quick list for 3 things to add to your stop doing list for the second quarter.
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ijgolding
APRIL 3, 2017
Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! I wish I could claim the credit for such an important milestone for the fledgling, global, professional qualification… but I cannot! Thankfully, a friend and mentee of mine, Michael Bartlett, has done the hard work for the CX community.
Uniphore
APRIL 3, 2017
Intruder alert! While it is crucial to find out exactly how your customer feels, in order to deliver better service, intrusive methods like surveys and callbacks can easily end up shooting your efforts in the foot. Read More.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Wired and Dangerous
APRIL 3, 2017
You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities. What about the service you provide to your customers? Does it get a regular check-up? Today’s wired and dangerous customers are vain – expecting treatment that telegraphs they are special and unique, not just one of the masses.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customers That Stick
APRIL 3, 2017
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ShepHyken
APRIL 3, 2017
Each week I read a number of customer service articles from various online 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. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. (Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of socia
Amity
APRIL 3, 2017
Okay data junkies, let’s pause for a second (or about 244 seconds as this article is a little lengthy), and review what we are measuring in our Customer facing organizations. You’ve probably heard the saying, “If you build it they will come.” Well l have created a version of my own: “If you measure it, you will have insights.
CustomerGauge
APRIL 3, 2017
Is your company spread across continents, countries, divisions or multiple offices? Are you struggling or spending a lot of time trying to get actionable reports out in the face of so much data? If your answer is yes—then hierarchical reporting is the answer for you. Hierarchical reporting enables companies to get more detailed insight into […].
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Forrester
APRIL 3, 2017
Successful business leaders drive their organizations to create experiences that continually meet or exceed customer expectations. At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels.
Influitive
APRIL 3, 2017
At Influitive, we’re building a new software category around the idea of advocate marketing. Naturally, we get a lot of questions about what we do and how we do it. So, we’ve rounded up the most common ones we receive and answered them. But, we’re doing one thing differently: we’ve asked our customers—who are some.
Avaya
APRIL 3, 2017
I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. Jeff was a pioneer in the VoIP industry, having created the Voice over the Net conference, co-founding Vonage. He extends his vision that messaging is at the center of the digital transformation era. I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving
transcosmos Information Systems
APRIL 3, 2017
Customer service support should know no boundaries and language barriers. If you are running an enterprise wanting to cater for the global market but think that monolingual customer support is enough to sustain your business, you might be missing out big opportunities. According to a study by Common Sense Advisory , 74% of customers are more likely to buy from a company that offered sales support in their native language.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
LiveChat
APRIL 3, 2017
While Amazon’s annual revenue has recently soared to more than $135 billion for the fiscal year 2016, making it the world’s eighth largest retailer, there are still many core lessons that small business owners can learn from how this giant rose to greatness. Here are 10 top business lessons small businesses can learn from Amazon. 1. Build what your customers are telling you they want.
Clarivate
APRIL 3, 2017
Executive Overview. Companies are realizing that focusing on their customers’ experience (CX) is more than just: Naming an executive to lead Customer Experience. Implementing a customer survey. Building a journey map or process map. Tracking customer-facing actions for improvement. Customer Experience impact and results (ROI) come from having an end-to-end business process (integrated with people and systems) in place that does the following: Defines current state of your customer experience.
ForeSee
APRIL 3, 2017
If you’re attending the ForeSee Summit this week, it’s likely that at least some of your biggest aha moments will happen outside of conference sessions via insights and experiences shared. The post Unlocking ForeSee Summit Roundtables: What you need to know appeared first on ForeSee.
Verint
APRIL 3, 2017
There has been much said recently about digital disruption and the exponential growth in the use of digital means of interaction between consumers and organizations. Rightly so! Facebook itself has approximately 1.8 billion users and almost all consumers are armed with smartphones. These and other digital means, including increasingly sophisticated and cognitive messaging and chatbot capabilities, are steering routine customer service interactions toward self-service and virtual agent interactio
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.
Avaya
APRIL 3, 2017
An estimated $6 trillion in global revenue is up for grabs due to dissatisfied customers constantly switching providers, seeking a better customer experience—CX. From finance to retail to hospitality, it seems virtually every industry is grappling with above-average customer churn. Why? Technology has evolved to a point where there is now an inconceivable number of ways for customers to engage with brands, creating a communications environment that many companies simply aren’t set up to handle.
Magellan Solutions
APRIL 3, 2017
Depending on who you ask, the idea of working at call centers can range from amazing to just okay. If you ask the millennials, also called the Gen Y population, you’ll find that majority of them have a positive perception about call center jobs. There seems to be something about the call center culture that appeals to the minds of these young men and women born between 1981 to 2000.
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