August, 2021

23 CX statistics shaping the new reality

MyCustomer Experience

2Your customer experience has changed and there’s no going back to how things were. You know the narrative for the past year because you’ve. 6th Sep 2021. By John Aves Chief Executive

The True Cost of Employee Disengagement in the New Normal

Uniphore

Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today.

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The Year of CX Data Shifts Into Overdrive

Heart of the Customer

Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected.

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Start with Hiring People Who Show Humanity at Work

Customer Bliss

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

The Many Faces of Mystery Shoppers

IntouchInsight

If you've followed our blog you’ll know that mystery shopping is one of the main channels we recommend for customer experience measurement. But who exactly are mystery shoppers can still cause some confusion. Mystery Shopping Virtual Mystery Shopping Customer Experience Measurement

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Personalized customer experience: Create great customer service with what 60% of customers expect

NICE inContact

A couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters. Customer Experience Contact Center Management Omnichannel

Multimodal User Experience Design Best Practices

Uniphore

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it.

Beat Up Ideas, Not People

Kerry Bodine

Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.”

Warranty Cost Management: Guarantee Satisfaction & Profitability

TechSee

Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty.

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

The 23 Keys to Creating Raving Fans Part 2

C3Centricity

This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. As mentioned last week, you can download the full white paper HERE.

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Rethinking the Employee Experience in the New World of Work

Alida

Employees are the heart of your business. More now than ever, you need to prioritize your employee experience or you risk losing top talent and even your customers. To quote Richard Branson, “Clients do not come first. Employees come first.

Roundup: 18 free call center training resources for digital-first agents

NICE inContact

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience. Call Center Best Practices Customer Experience Agent Engagement

CX Tech Top-ups: Three feature updates!

IntouchInsight

As summer is winding down and we start to look ahead to the fall, our teams have been working to release continuous enhancements that will make it easier to get more from the tools you use everyday! This month, we have launched several new features across LiaCX® and IntouchSurvey™.

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100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

10 Actions to Bring Your Team Into Your Confidence Zone

Steve DiGioia

Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you.

4 ways to create the perfect retail experience

GetFeedback

Notable trends in consumer preferences that will influence how retailers run their CX programs. Articles

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QuestionPro Audience’ quick sample. Insights for $1 only!

QuestionPro Audience

Pay only $1 per response with Quick Sample. Have research budgets ever stalled your study before? Gathering audiences online can get expensive and time-consuming, leaving researchers to compromise on the sample size they initially set.

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How to Prioritize Diversity, Equity & Inclusion in the Workplace

Alida

Diversity, equity, and inclusion (DE&I) have been at the forefront of a lot of organizational leaders’ minds in the past few years. But is all that thinking and policy-drafting actually amounting to anything within your business?

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

5 ways to improve customer satisfaction scores using customer empathy

NICE inContact

Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now.

Live Chat Benchmarks: How Does Your Team Compare?

Comm100

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible.

Alliander Uses Visual IVR to Improve Millions of Interactions

Uniphore

Alliander Uses Visual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries.

Simple Yet Effective Ways to Enhance the Experience of Your Customers

Steve DiGioia

Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at least we got some sun on our faces and a day in the fresh air.

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Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Are You Prepared for the Great Resignation?

Middlesex Consulting

The Great Resignation combined with the silver tsunami will absolutely challenge all of us who are responsible for building and maintaining our organizations! From the Article Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami.

How Insight Communities Improve Customer Experience

Alida

Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with. Customer Experience

Understanding the customer journey from start to finish

NICE inContact

The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Customer Experience

How to Train Your Agents for an Omnichannel Customer Service Strategy

Comm100

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.