June, 2017

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Align CX to Drive Tangible Business Results

InMoment XI

Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful. With expectations and demands from customers and company executives constantly growing, how do CX professionals help improve.

Survey 324
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The Four CX Core Competencies (Infographic)

Experience Matters

Hopefully you’ve read our FREE report, The Four CX Core Competencies. It outlines the blueprint to building a customer-centric organization. We’ve created this infographic to showcase the competencies: Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers.

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Call for Entries! Service Design Award 2017

Kerry Bodine

For the past two years, I’ve participated as a member of the jury for the Service Design Award , presented by the Service Design Network. In this role, I’ve gotten to review inspiring design work from around the globe. This year, I’m honored to serve as the head of the jury. Here’s a bit more about the award: The Service Design Award recognizes work of an exceptional standard in the field of service design by both students and professionals.

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Customer Experience Metrics That Keep the Pulse on Friction-Free Support

Kayako

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Average reply time, first response time, and the overall volume of conversations can give you useful insights into the productivity of your support but they each have flaws.

Metrics 240
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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Customer experience innovation: A shift in how to think about it

Customer Bliss

I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me. (BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.).

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The Case for Automotive Dealership Mystery Shopping Programs

InMoment XI

Being a good son-in-law, I have taken on the responsibility of finding my mother-in-law a new car. Her lease expires soon and I have been dedicated to getting her the best deal possible—but on a car that is safe for her and for my kids (which she is frequently carting around to go shopping, go. View Article.

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2017 Temkin Trust Ratings (U.S.): H-E-B and Mercedes-Benz On Top

Experience Matters

Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit […].

Insurance 262
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Customer Experience & Service Design: Let’s Be BFFs

Kerry Bodine

For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership. The two fields’ respective objectives are, in my mind, the cornerstone of this seemingly natural partnership.

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The Truth About Attrition in the Contact Center

BlueOcean

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. In fact, the International Customer Management Institute pegs the average call center turnover rate at 33%.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Customer Experience and Value Add: Make it Personal, Emotional, and Sensory

Michelli Experience

Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation. Over the years, I’ve gravitated toward thought leaders who’ve echo my belief that “all business is personal” and to my view that “behind every purported rational decision lurks a powerful emotional driver.”.

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System Downtime: Act with Ownership to Regain Customer Trust

Kayako

System downtime can hit any online business at any time. And the way you find out about disruptions – a barrage of tweets, emails or chats – isn’t a nice experience. You’re never ready and there’s never an ideal moment to handle system downtime apart from ASAP. It’s Murphy’s Law of ‘ whatever can go wrong, will go wrong’. For many businesses that happened on the 28th February 2017 when AWS had a system outage.

System 207
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Improving Survey Response Rates Through Incentives

InMoment XI

From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?” Like many things in research, these relatively simple questions have somewhat complex answers. When.

Survey 227
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The Human Side of Employee Engagement

Experience Matters

As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. It’s one of our Four CX Core Competencies and a critical component of a customer-centric culture. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […].

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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The customer experience is your best marketing

Vonage

What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!): Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Great definition, but marketing has changed.

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Customer Experience Innovation in Healthcare, With Jackie McAtee – CB56

Customer Bliss

Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work.

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What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client’s Guide

BlueOcean

Are you exploring outsourcing for the first time? Or perhaps you’re looking for a better alternative to your current contact center vendor? Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty. Can an outsourced contact center really live up to that?

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No Agent Is an Island: Why Collaboration Is Key to Great Customer Service

Kayako

Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. But all hands support has its issues too. While the expected benefits of an all hands approach are many, the notion that everyone in a company should participate in answering customer service is idealistic and naive.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Big Promises, Small Promises: Can Your Organization Keep Both?

Kerry Bodine

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. The airline seemed to know it had a good thing going.

Airlines 184
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Report: Activating Executive Commitment to CX

Experience Matters

We just published a Temkin Group report, Activating Executive Commitment to CX. Here’s the executive summary: Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Successful transformation efforts require senior executives to set the direction, lead communication efforts, model desired […].

Report 173
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Communication — Essential to Creating and Sustaining a Customer-Centric Culture 

ijgolding

The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Each article has taken me on a personal journey, delving into my own experiences of putting into practice (with varying degrees of success), the things I continue to share with, teach and guide, practitioners and clients alike, all ar

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The problem of real-time data in CX

Customer Bliss

There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. There’s also a summary of the report here. What can we learn? Real-time data is a problem for customer experience. A whopping 95% of companies indicated they were “unable to make sense” of real-time customer insights.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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5 Top Procurement Tips for Seeking an Outsourced Contact Center

BlueOcean

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. Finding the right contact center for you is going to take more than a strategic RFP.

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How to Reduce Back-And-Forth with Your Customers

Kayako

Reducing customer effort is a high priority for support teams. As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a simple issue, or so we thought. If you want to irritate your customers give them a high effort experience. If you add too much back-and-forth to the interaction that really contributes to customer frustration.

How To 201
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Culture, Empowerment and The Nordstrom Way – Evolution of the Customer Experience

NICE inContact

What brands come to mind when you think of good customer service? Immediately for me, it’s USAA, Amazon and Nordstrom. USAA is always available, offers multiple ways for me to contact them, is always pleasant and gets me to a resolution almost always on the first try. Amazon, again, provides me with multiple ways to contact them, and has a great self-service service site.

Culture 168
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Amazon Buys Whole Foods: Hip, Hip Hooray For CX!

Experience Matters

In case you missed it, Amazon.com is buying Whole Foods for $13.4 billion, and the news immediately drove down the stock price of competing supermarket chains. My take: I love this move. I’m not talking about what it means for Amazon, which spent about 3% of its net worth on Whole Foods. Instead, I’m focusing on […].

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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How To Choose A Persona For Your Journey Map

Kerry Bodine

In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this? Quite simply, different customers have different needs and expectations of your organization.

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Collaboration is what CCOs need to embrace

Customer Bliss

I wanted to take a second to talk about collaboration within CCO work. This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. Collaboration and uniting silos.

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How Do Smart Leaders Create the Best Experiences?

Experience Investigators by 360Connext

In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. But the idea of investing in creating powerful, meaningful and delightful experiences is still a relatively new idea.