December, 2020

2021: The Year of CX Data

Heart of the Customer

Given the year we’ve had, we need to talk hygiene. Because I suspect you’ve been neglecting it. Not because of the sweatpants you wore in that Zoom meeting, or that you don’t always sing “Happy Birthday” twice when you wash your hands. I mean digital hygiene, and the need to clean your data.

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7 Best Digital Customer Journey Steps to Inspire Loyalty

Totango

Now, perhaps more than ever before, retaining customer loyalty is the key to maintaining a thriving business.

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Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience

eglobalis

Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.

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Customer experience in 2021: Which trends are here to stay, according to top CX leaders

GetFeedback

COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles

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Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Contact Center Investments for Success in 2021

NICE inContact

It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.

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Customer Experience Planning: Ask These Reflection Questions

Experience Investigators by 360Connext

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season.

Top 10 Customer Experience Posts of 2020

Kerry Bodine

It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time.

What difference does a story make?

Storyminers

Please don’t read ahead. I’m going to give you bullet points on a retail healthcare innovation that’s just been made public. You’ll get the gist of it. Then, I’ll ask you a few questions. You won’t have to write or do anything. Just think about them for a minute.

2021 CX predictions

GetFeedback

Simplifying CX YouTube series video highlighting 2021 CX predictions. Videos

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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!

How Contact Centers are Rising to the Demands of Consumers Based from Home

NICE inContact

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive.

The Top Alida Innovations of 2020

Alida

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience.

Eliminating Data Disparity: Q&A with UJET COO Vasili Triant

Calabrio

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Look at the term “real-time feed.”

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Customer Experience Planning Questions for a Brighter Future

Experience Investigators by 360Connext

Listen to this article. There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season.

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!

iWorker: Generating Social Impact While Boosting Your Productivity

Storyminers

It’s hard to move your business forward when the people who want to support you want to charge you more than your business model allows. Sometimes, it feels like you can either pay others or pay yourself. Well, you don’t have to make that tough choice any longer.

Mylo drives positive customer experience with GetFeedback

GetFeedback

Customer feedback prompted changes that resulted in month-over-month revenue growth for Mylo. Customer Stories

Delivering the Service Customers Expect When the Unexpected Happens

NICE inContact

Agile software can make organizations more resilient and allow them to continue serving customers in the wake of disasters. Organizations need contact center software that supports multiple proactive customer service methods and makes digital channel implementation fast and simple.

Learn Everything You Need to Know About CX From ’80s Music

Heart of the Customer

I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. Much to the chagrin of my wife, who has broader musical tastes.

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.

Contact Center Talent in These Changing Times, Part 2 – Agents & Supervisors Transform into Specialists & Coaches

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. ‘A A change will do you good,’ sang Sheryl Crow in the 90s.

Customer Journey Mapping: Real-World Examples & Use Cases

Experience Investigators by 360Connext

Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative.

Crucial Communications

Storyminers

The coronavirus pandemic is forcing each of us to respond to change. It is causing many of us to become leaders. In “ What We Say And How We Say It Matters More Than Ever ” (and in the accompanying video), you’ll learn about how to frame communications, not as a chore or a pattern.

The complete guide to website surveys

GetFeedback

Everything you need to know about website surveys, from deciding what kind of survey you want to run to asking the perfect questions. Guides

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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!

10 Business Objectives that can be Addressed by the Right Workforce Management Software

NICE inContact

If you work in a contact center, you know that business is different now compared to before the pandemic struck. The most obvious difference may be that most of your agents started working from home – and almost a year later, likely still are.

Live Chat Resellers – Why You Should Choose Comm100

Comm100

If you’re reading this, you’re probably already sold on the value of adding live chat to the list of technologies that you offer your clients. (If If you’re not, will cover it quicky in this blog later).

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Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.”

Unlocking the Gift of Feedback: Ensuring eCommerce Success in 2020 and Beyond

Alida

What does the 2020 shopper look like? Despite our best predictions from 2019, understanding the modern shopper has become more of a journey than a destination. With customer preferences, priorities, and behaviours changing daily, what worked last month no longer works today.

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

With communities rapidly becoming the central location for self-service, support, and connection, these programs are under as much scrutiny as any other investment. However, often it can be a struggle to fit CX scoring systems onto a living, organic community and as such, the value of community is often under-reported and subsequently under-resourced. On Tuesday, April 20th at 12 PM EDT, Nichole Devolites will share with us in an exclusive webinar: The top three scoring systems: NPS, CSAT, and CES and what they are used for. How a community can impact a much broader customer survey. The benefits and detractors of integrating each into a community to help determine which approach is right for you.