August, 2017

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).

Brands 368

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.

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?

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

More Trending

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.

eBook 283

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.

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

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 ).

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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.

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.

Brands 243

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.

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%

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

How to Create Your Punch List for Quick CX Wins

360Connext

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.

How To 178

CX now trumps brand loyalty, suggests a new study

Vision Critical

Even your most loyal customers will not tolerate mediocre experiences. That’s one one of the key findings in a new CMO Council study , which found that 47 percent of loyal customers will stop doing business with a brand that provides “poor, impersonal or frustrating” experiences.

Study 177

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.

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 229

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Are your Customer Experience Programs Just Another “Check the Box”?  Or is CX in your culture, your very DNA?

MaritzCX

For the last couple of decades that I have been around corporate enterprises, there have been too many CEO fads to count.

CEM 260

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance

inContact

Do your agents scatter like ants when they see you coming? Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance.

Innovative Service: Can Your Customers Have It Their Way?

Wired and Dangerous

Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant. As I approached the artwork, the spider began to vibrate the web sending early morning dew drops everywhere. The next morning the web was gone without a trace.

RPA vs BPM what is the difference

Jacada

Keeping it in the family. RPA and BPM display a lot of similarities, and as such are often confused with one another. They are certainly members of the same family, though they could not ever be called identical twins. Read More. Jacada Blog

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

4 Mistakes You Must Avoid with Customer Feedback Surveys

Kayako

This is a guest post by our friends over at Nicereply. Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Read on for a great post! Surveys come in all shapes and sizes.

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.

Are your Customer Experience Programs Just Another “Check the Box”?  Or is CX in your culture, your very DNA?

MaritzCX

For the last couple of decades that I have been around corporate enterprises, there have been too many CEO fads to count.

CEM 260

Why you don’t get credit for great customer service – and how to make sure you do

NewVoiceMedia

“Customer service—now that’s a dying art.” I hear this sentiment often, and my response is, “Uh … I’m not so sure you’re right about that.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. In fact, objectively speaking, customer service and the customer experience are in many ways better than they used to be. Delivery is faster. Quality control is better.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Prove it: 3 ideas on how to meaningfully measure CX transformation

Vision Critical

Everyone working in customer experience (CX) wants to know if their time and resources are well spent. CX can be a messy space , full of different beliefs and potential paths to follow. At the same time, CX has to compete with other departments for resources.

Strong Emotional Connections Required for Great Experiences!

Wired and Dangerous

Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference?

5 trends in the Call Center

Jacada

5 Technological Trends in the Call Center. What are the new technologies being deployed in the contact centers? Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year. Read More. Jacada Blog

How Hallmark Business Connections “does” Customer Experience, With Rhonda Basler – CB66

Customer Bliss

Episode Overview. Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?