Wed.Jan 16, 2019

Is Customer Experience a Missed Opportunity?

Heart of the Customer

My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing.

5 Survey Tips for Getting Better Customer Data


Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? Wrong.

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Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood

Kristina Evey

In a recent podcast, I discuss how CEO’s, C-Suite and Leadership Teams seem to understand the high-level vision of CX, … Read More Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood. The post Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood appeared first on Kristina Evey. Leadership Uncategorized

Automate Contact Center Outbound Calls and Texts for Positive ROI


For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. Outbound calls and texts are used in a variety of ways, such as to preempt situations or to keep customers up-to-date. They are often used to remind customers about important or upcoming appointments, deliveries, and confirmations, typically helping businesses run smoothly.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

How Academic Research Can Improve Customer Experience

Beyond Philosophy

I have always been surprised by the massive wealth of data in academia that doesn’t get used. The reason, I believe, is the language. The way academic research is written is like a reading a legal brief; it’s impenetrable.

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The Importance of a Cross-Functional Approach in Customer Success


Most of today's SaaS businesses already have a Customer Success department built in order to improve the experience provided to their customers and to help them achieve the desired outcomes.

So You Want to Be a CCXP.

CX Journey

Image courtesy of CXPA Are you looking to earn your CCXP this year? I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it.

AI You Can Drive My Car: Anxiety and Autonomous Vehicles at CES

Chadwick Martin Bailey

In December, The New York Times reported that disgruntled Arizonans were lobbing rocks at Waymo’s autonomous (but not unoccupied) vans.

NetBase Introduces Instagram Authorization Manager


With the recent Instagram listening API updates, one challenge facing brands and agencies looking to leverage Instagram content for social insights is the authorization requirements necessary to monitor their organization’s business channels.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Strategies To Dominate And Own 2019

The DiJulius Group

2019 is going to be an exciting year, a roller coaster for every business in every industry. There are countless changes on the horizon that are coming at us at warp speed.

Multi-lingual survey – Where does it matter?

ProProfs Chat

English is the global language of business, travel, and pleasure. Yet English is only spoken by 20% of the world’s population. That’s roughly around 1.5 billion people out of which only 360 million are native English speakers.

Your Patients are Customers – Treat Them Like It

Hero Digital

Many healthcare companies are lagging behind on the urgent need for customer experience management in their organizations. A study from PwC shows that just 49% of consumers say that the healthcare customer experience is satisfactory. In the digital arena, in particular, discontent is high.

Google My Business Update: Add Product Collection to Your Listing


Google is now enabling business owners to add their product information on Google My Business and have this information displayed on their Google business listings and profiles.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

7 Factors Harming The Quality Of Your Contact Center


Your call center is (like most) focused on delivering great customer service while keeping your costs low. That’s fair enough: your budget only stretches so far and every cent counts.

5 Compelling Sales Sessions at Oracle Modern Customer Experience 2019

Smarter CX

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Over 20 of these sessions will focus specifically on sales. Ready to register for Modern CX 2019?

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Why 2019 is all about trust for brands and consumers


Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

What is a Longitudinal Study? Choosing the Best Research Method


Early on in your survey design endeavours, you may find yourself feeling the usual mix of anticipation and confusion that accompanies entering unknown territory. Sooner or later, your research ends with an avalanche of feedback-related buzzwords and terms. Open-ended and closed-ended questions.

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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.

Wounded Warrior Recruits Talkdesk for Stability, Flexibility and Innovative Cloud Solutions


As an American and a Mother whose son serves in the Army, the Wounded Warrior Project has a special meaning to me. The mission of Wounded Warrior Project (WWP) is to honor and empower Wounded Warriors. Their vision is to foster the most successful, well-adjusted generation of wounded service members in our nation’s history. When WWP needed a solution to more efficiently connect, serve and empower wounded warriors they evaluated many providers.

6 Reasons To Consider A Full-Service Voice of the Customer Program


There is no questioning it; we are living in the age of the customer. Superior Customer Experience Management in 2019 is widely recognized as one of the most important and defining competitive advantages. Voice of the Customer

Seen and Heard: National Retail Federation Big Show 2019

Think Customers

The mood at this year’s National Retail Federation (NRF) “Big Show” conference in New York was upbeat and optimistic. The event was packed and the news was good—2018 retail sales were up, thanks to a more integrated digital/physical experience and high consumer confidence.

How to leverage your customer insights for growth in 2019


If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. And on the flip side, if you have already invested in a VOC initiative, there are multiple ways you can use this data to influence your company growth. .

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.

What I See Coming For The Channel In 2019

Forrester's Customer Insights

We have seen more disruption in the channel in the past 18 months than we saw in the past 37 years combined. As a review, here were my 2018 predictions. Private equity will continue its sweep of the channel software space, creating some unicorns along the way. Verdict: As mentioned in the […].

Retail Digital Benchmark results; What’s in store for ASOS’s digital customer experience in 2019?


The digital customer experience has never been so important for retailers.

Forrester’s Global Financial Services Architecture Online Survey

Forrester's Customer Insights

We’ve kicked off some new research, and we need your help. An important part of Forrester’s research process is gathering input from financial services companies, so we can advise our clients on the latest trends in the market.

Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win

Waypoint Group

“I’m just checking in to see how things are going. Is there anything I can be doing to help?”. Ever been confronted with a question like that one? If so, I suspect you either ignored it or responded pithily, “Everything’s fine.” In other words, a waste of time.

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.