August, 2017

Purposeful People Are More Loyal Customers and Employees

Experience Matters

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. It turns out that it has a pretty significant impact in both of these areas. In our latest U.S.

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Southwest Airlines gets a CX kudos during Hurricane Harvey

Customer Bliss

About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective.

Lessons From Leaders At Brands Where CX Is Working

Storyminers

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you).

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Driverless Cars: Are Consumers Ready?

QuestionPro Audience

The past few years have been a whirlwind for the autonomous automotive industry.

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.

Are You Prepared to Offer Customer Service via Text/SMS?

inContact

I am, by definition, part of the Millennial Generation, although I’m nearly as old as someone can be while still being lumped in with these young whippersnappers.

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Switch To New Channels For Effective Email Communication

Kayako

You finally send off an email that answers all your customer’s questions. But before you can congratulate yourself with a pat on the shoulder, they’ve replied with a dozen more queries. Or even worse, they’ve – inexplicably – become angry! Don’t they understand what you meant?

Candidate experience is also customer experience

Customer Bliss

I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers.

How to Know if Your CX Strategy Is Fake

360Connext

I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and development of thousands of employees.

The Future of Vendor Risk Assessments for Data Security and Governance: A Zero Trust Approach

QuestionPro Audience

Data is the lifeblood of today’s digital businesses, and protecting it from theft, misuse, and abuse is the No. 1 responsibility of every data security professional.

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.

The Power of Customer Journey Thinking (Infographic)

Experience Matters

I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. And when they do connect with you, it’s part of a larger journey that they’re on to achieve something more important than the interaction with you. That’s why it’s critical for organizations to understand and to design experiences for their customers’ journeys.

33% CSAT for Millennials – Is Your Contact Center Missing Something?

inContact

There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment.

{Infographic} Leading with the Good: A Must have for Customer Experience Success

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli.

More evidence that customer experience is about emotions

Customer Bliss

Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries.

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.

Is Omni-Channel the Unicorn of Modern CX?

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customers Expect More Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years.

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How The Total Solar Eclipse Affected Americans

QuestionPro Audience

How Has the Total Solar Eclipse Affected Americans? There are very few truly great events in this world that sporadically take place. But like clockwork, just as quickly as these events come, these events also are disregarded as the immediate past.

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally

OpinionLab

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. And with little wonder. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ).

The Do’s and Don’ts of Customer Experience Management

Jacada

The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More. Jacada Blog

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.

All Hands Support Will Never Work for Your Business

Kayako

All hands support has been a buzzword in the tech world for a few years now. Its premise—that everyone in the company from the CEO down to developers—spends time working as customer support agents, talking to customers, and answering questions.

CX Design Thinking in the Travel Industry, With Annette Höher-Bäuerle – CB64

Customer Bliss

Episode Overview. Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally.

Travel 214

Realizing the Value of Executive Alignment Around CX

MaritzCX

Creating better executive alignment can skyrocket CX program ROI Is your company still struggling with getting executive buy-in for customer experience initiatives? If so, you’re not alone.

Build the Right Customer Loyalty Program

QuestionPro Audience

It’s no secret that happy, loyal customers are your business’s most valuable asset; a loyal customer is worth up to 7x more than a new one! For that reason, consumer-facing companies find it essential to have some type of customer loyalty program.

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.

Our Nation Needs More Purposeful Leaders

Experience Matters

I’m sorry about this somewhat political post (you can stop reading it now if you like), but I feel as though we all have a responsibility to speak up. I’ve become saddened by the apparent rise of hate across the U.S. Instead of embracing the strength of our diversity, our country seems to be giving rise to hateful rhetoric and policies that target minority groups. As an American, I believe that this is intolerable. We are a great nation because of our diversity, not in spite of it.

What are Bank Contact Centers Doing Right?

inContact

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3%

How An Automated Customer Service Email Saved Us 8 Unnecessary Replies

Kayako

Even if you’re the best writer or can provide detailed and helpful screenshots, emailing customers can go only go so far. This is why remote sessions are a vital ally in our support strategy. Sometimes you need to hop on a screen share to guide a customer to a solution.

Humanity is the crux of organizations, but…

Customer Bliss

I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience.

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.