May, 2018

Launching a Successful Mission Towards CX Greatness

MaritzCX

I was in Las Vegas last month. It was a great time! Nope, not gambling and running around in “pleasure”, but attending a conference, CXFusion. This conference brings many CX professionals together to talk about their best practices in CX and hear from others.

Complaining Customers Are Your Best Customers. But Why?

Comm100

Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults.

Companies that Cheat are Dull: How to Ensure That You Shine!

C3Centricity

Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy.

3 Winning Factors for B2B Customer Experiences

inContact

When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list.

B2B 130

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.

5 Companies That Are Changing The Way Businesses Relate To Customers

Customer Bliss

A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary.

More Trending

Customer experience, whose business is it?

Lumoa

Who in an organization should own the customer experience? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization.

A Whole-Field Approach to Data Integration

MaritzCX

Now that Summer is in full swing, many eyes are looking forward to another season of America’s Pastime, BASEBALL! As a baseball fan myself, I follow the team of my childhood, the 1992 and 1993 World Series Champions, the Toronto Blue Jays.

Data 385

Mastering Customer Experience Metrics (Infographic)

Experience Matters

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below. Here are links to download different versions of the infographic: Infographic: in .png png format, in .pdf pdf format 18? poster: in .jpg jpg format, in .pdf

Never, Never, Never Give Up: How to Succeed When All Around You are Failing

C3Centricity

I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted.

How To 220

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.

The 5-Step Guide for Customer and Culture Transformation: Your “Would You Do That To Your Mother” Reading Experience

Customer Bliss

As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below.

4 Essential Resources to Read Before You Craft Your Contact Center RFP

BlueOcean

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer.

How to engage with customers that love you

Lumoa

Happy customers are a dream of any business owner. As the famous saying goes, “Satisfied customer is the best strategy of all.” But what happens next, after you identified who your happy customers are ?

Win the Customer Experience (CX) Game in Your Contact Center

inContact

We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive.

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.

How business leaders in retail plan to improve CX

Vision Critical

Retail is far from dead. That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail.

Retail 207

Do You Have H.E.A.R.T. and Do You Use It Every Day?

Steve DiGioia

This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers.

Head of Fan Experience at Fanatics Shares Why Employee and Customer Experience Go Hand in Hand

Customer Bliss

?. “ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear.

Sports 214

AskNicely named NZ Emerging Company of the Year

AskNicely

Break out the champagne, this calls for a celebration! AskNicely took home the honor of Emerging Company of the Year at this year’s NZ Hi-Tech Awards held during Tech Week in Christchurch, NZ.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

9 lessons of growth and customer experience from Intercom

Lumoa

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. Some of the familiar names include the two fastest growing companies in the world , Slack and Intercom. What unites these two amazing companies?

NPS 217

5 Ways to Enhance the Customer Experience

Omnicus

Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers. Customer Experience

Tips 193

Time to Team Up? How Partner Marketing Can Help Your Brand

QuestionPro Audience

Brands are learning that partner marketing is a smart way to broaden your audience and drive growth and sales. Partner marketing, which is creating mutually beneficial relationships between your brand and other businesses, is a fast-growing sector in the marketing world.

Brands 270

3 Big Themes from the Most Dedicated CX Experts in the World

360Connext

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Inspire a Customer Service Mentality In Your Organization

Customer Bliss

Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior.

How Modern Support Impacts Customer Satisfaction

GetFeedback

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. But it’s also opened the flood gates to countless new channels. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email). Today, they might work several channels at once. So how is this innovation and growth affecting customer support as a whole?

Customer experience, whose business is it?

Lumoa

What roles should own the customer experience in an organization? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization.

This is what you need to know about omnichannel customer support

Omnicus

Create a seamless customer experience to boost your revenue. Customer Experience

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

7 Ways Phone Calls and Live Chat Improve Customer Retention and Revenue

Kayako

My good friend runs a content marketing company. When she got started, most of her clients were on a monthly retainer and paying for blog content and social media management.

Managing the Customer Experience through Financial Advisors

MaritzCX

Financial Advisors (FAs) are key to the promotion, distribution and support of a wide assortment of insurance, investment and banking products and services.

Are tech companies the biggest threat for traditional banks?

CloudCherry

For quite a while, banks were eyeing fintech startups as their main foes. They invested in technology to compete with these startups and to improve customer experience in banking. But the landscape is constantly changing.