September, 2020

Customer Journey Mapping: A Guide for Businesses

Dhiraj Nallapaneni

Here's how you can start mapping your customer journey

5 Ways to Reimagine Customer Experience in the Time of COVID-19

GetFeedback

A look into the new-normal customer and how to meet their evolving expectations. Articles

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4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever.

Is the Future of Retail, Physical or Virtual?

C3Centricity

Denyse Drummond-Dunn · Is the future of retail in the stars? Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets?

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Guest Blog: Emphasizing the Human Side of Remote Work

Calabrio

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th.

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Seeing the Bigger: Picture Using Salesforce CRM Data to Reveal New Insights that Improve Contact Center Performance

NICE inContact

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

The 4 Elements of Great Digital UX

GetFeedback

A comprehensive guide to delivering great digital user experiences and measuring your success. Guides

Why a CX Mission Matters — And How to Create One

Experience Investigators by 360Connext

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently?

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What’s in a Speaker’s Kit

Storyminers

What a speaker’s kit should contain and how to organize one. A Speaker’s Kit is a multi-page summary for meeting planners and event owners that gives them a quick overview of what an individual can do for them (and their event). At a minimum, a speaker kit should contain: Name. Headshots.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Announcing Three Finalists for the C3 2020 Analytics Awards Program!

Calabrio

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now.

What’s Valuable To Your Customer? – Tip #14

Steve DiGioia

Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor. Ok, that makes sense.

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From Ideas to Product Features How Customers Shape Our Product Roadmap

NICE inContact

No matter how much QA and UAT are built into our process, end users out in the real world will inevitably find things we missed or see better ways to perform functions, so we take a lot of interest in the feedback that comes through this channel.

How Do You Deliver Connected Experiences In the New Normal?

GetFeedback

Adapt your CX program to COVID-19 and continue to deliver great connected experiences. Articles

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries?

Experience Investigators by 360Connext

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services.

The Customer Experience Shifts To Online Services

CXS

Delivery services are becoming more popular as we bunker down during the pandemic across several industries. With an increase of lockdowns, quarantines, and social distancing, we look to convenient services to help with our everyday errands.

3 Leaders Share How We Can Use Our Power As Individuals to Create Meaningful Change

Customer Bliss

Have you been keeping up with me on my LinkedIn Live conversations? If not, what are you waiting for? As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles.

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How Much Does It Cost to Give Great Customer Service?

ShepHyken

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Design an Omnichannel CX Program That Beats the 67% Failure Rate

NICE inContact

Nearly 70% of companies fail at designing omnichannel CX. To beat the odds, follow these 5 steps to creating a future-proof omnichannel CX program that supports seamless channel hopping across any channel your customer prefers.

Harness Service Agent Feedback to Successfully Reopen Your Business

GetFeedback

How to create the ideal employee survey that delivers the insight you need to safely reopen your business. Articles

3 Employee Experience Touchpoints That Impact Customer Experience

Experience Investigators by 360Connext

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article.

Case Study: How Nimble CRM Helped CX Experts StoryMiners Reinvent Their Own Customer Experience

Storyminers

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Best Practices for Effective Email Customer Support in 2020

Comm100

Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel.

The Power of Perseverance

Horizon CX

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage?

Can Workforce Engagement Turn Your Problem Agent into a Model Agent?

NICE inContact

There’s always at least one in every contact center. The agent that tests your patience, triggers an eye-twitch, elicits some curse words (in your head, of course) and makes your job as a contact center manager much more challenging at times.

Boosting Field Service Efficiency with Augmented Reality

TechSee

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact.

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Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.