June, 2018

Introducing Empathy: The New Benchmark For Customer Experience

MaritzCX

Editor’s note: This article was originally published on bandt.com. There is a quote by F.

Head of Marketing, How Can You Keep Your Job When Most CMOs Are Losing Theirs?

C3Centricity

What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry?

How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz

Customer Bliss

How do you take insights from customers and drive better decision making and better product delivery?

The Future Shines Bright for Sunrun with Increased Contact Center Conversion Rates

inContact

The largest residential solar company in the U.S., Sunrun, is on the leading edge of the clean power revolution. But until recently, its contact center was stuck in another era.

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.

The Employee Engagement Virtuous Cycle (Video)

Experience Matters

Why should you care about Employee Engagement? Because it fuels a virtuous cycle that drive customer experience and business success. Take a look… Video Script: Did you know that engaged employees are really, really valuable?

More Trending

Get Ready for The Shopping Season with These 10+ Tips

Comm100

Introduction. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”. For retailers, this old saying rings tried-and-true. After all, it’s never too early to get ready for the shopping season.

Tips 199

Marketers, How Can You Keep Your Job When Most CMOs Are Losing Theirs?

C3Centricity

What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry?

The CX Toolkit Requires More Than a Hammer

MaritzCX

While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens.

Build your business case to invest more in Customer Experience (CX) – Drive larger financial impact

inContact

In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value.

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.

Six Laws of Customer Experience (Infographic)

Experience Matters

The most dowloaded content that I’ve published is our free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read by 10’s of 1,000s of people. It continues to be very popular because it uses simple language and concepts to describe what we call “the fundamental truths about how organizations treat customers.” ” We’ve developed an updated infographic that brings the laws to life.

Enhancing Marketing Automation with Customer Feedback

GetFeedback

Today’s buyers expect personalized, 1:1 experiences tailored to their wants and needs. They’re inundated by marketing messages through digital ads, social media, and email, so only the most relevant campaigns capture their attention. The rest are at best ignored and at worst blocked. To cut through the noise, marketers need to know more about the people they’re marketing to. How customer feedback empowers marketers.

Rise and Fall of Tech Innovation: 2018 Technology Failures

QuestionPro Audience

How Big Data, Internet of Things, and Virtual Reality Rose and Fell. We just love disruption in the digital age. From the iPhone to ridesharing, and everything in between and beyond, consumers are always eager for the next best thing while brands are ready to change the way they do business.

Optimize Your Company’s Business Strategy With Customers In Mind

Customer Bliss

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies.

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.

CX Obsession Summer Edition: Join us in Portland on August 1st

AskNicely

Portland, we heard you loud and clear. After a successful inaugural CX Obsession (with an event NPS of 68.4!), you told us you wanted more.

Journey to Contact Center Success

inContact

As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems.

No Joke! The Role of Humor in Customer Experience

Michelli Experience

Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later? Early in my career, I wrote a book about helping children develop humor skills ( Humor, Play and Laughter – Stress-proofing life with your kids ).

Secrets to Incredible Customer Service with Paul R. Jones

BlueOcean

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver.

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.

Are You a Customer Service Hero, Villain or Problem Solver?

Steve DiGioia

…here’s 3 skills every customer service actor must have This original article was written by Steve DiGioia. Ah, the life of a call center agent. A cushy job, right? You do nothing more than talk to customers on the phone and punch some information into a keypad. Sounds cool, sign me up!

Contact Center AI – What’s out there?

Comm100

AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations.

6 Customer Experience Lessons I’ve Learned as an Experienced CCO

Customer Bliss

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ?

Teleflora Business Blossoms with Consistent Customer Experiences

inContact

Who hasn’t been thrilled to receive a beautiful bouquet of fresh flowers on a special occasion? A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of that process, connecting customers to more than 33,000 member and affiliated florists all over the world.

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.

How Costly Is It to Not Engage Customers? 

360Connext

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations.

5 steps to turn an unhappy customer into your greatest advocate

Lumoa

Every company dreams of having no negative feedback and no unhappy customers, yet many companies fail to identify their detractors and turn them into promoters. Why is that important?

How the Perception of Productivity Affects our Engagement at Work

MaritzCX

Weekends in my household are often consumed by time well spent with my wife and two young children, who enjoy everything from hide & seek and board games with crazy rules, to baseball and bike riding.

Consumer Trends Taking Over the Food Industry This Summer

QuestionPro Audience

Summertime brings the heat, barbecues and pool parties. The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer.

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.