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What are the most common objections to new CX initiatives - and how can you counter them?
MyCustomer
JUNE 17, 2020
Engagement How to pitch CX initiatives & overcome objections
June, 2020
4 Experts Share Their Advice on Cultivating the Well-Being of Your Organization’s Stakeholders
Customer Bliss
JUNE 22, 2020
During this time, I’ve been hosting weekly live conversations on LinkedIn , with C-Suite leaders, authors, and experts in their respective fields. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch.
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Customer Experience in the Era of Product-Led Growth
Wootric
JUNE 1, 2020
Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. .
5 Strategies to Accelerate Digital Transformation
Think Customers
JUNE 8, 2020
Rich Text Editor, edit-field-body-und-0-value, Press ALT 0 for help. Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that “digital transformation” is in itself transforming.
Changes in Consumer Habits | A Closer Look at the Restaurant Industry
IntouchInsight
JUNE 17, 2020
In this report, we look at the implications that COVID-19 has had on consumer habits as they pertain to the consumption of take-out and dine-in food and beverages, as well as how the restaurant industry will need to adapt in order to meet new health and safety guidelines
How to Include Machines in Your CX Program
GetFeedback
JUNE 21, 2020
Design your CX program to include mobile devices, voice-command, and Internet of Things. Articles
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10 Ways to Immediately Improve Your Customer Centricity
C3Centricity
JUNE 24, 2020
We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation.
Create Happier Customers & Employees: 7 Ways to Turn Empathy Into Action
Experience Investigators by 360Connext
JUNE 23, 2020
What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? Employee empathy? We know that the best brands in the world create empathy for both employees and customers.
Everything You Need to Know to Succeed in Customer Experience
GetFeedback
JUNE 23, 2020
What it really takes to succeed in running a cross-functional CX program. Articles
Younger Generations Expect Digital-first Customer Service - Are You Ready?
NICE inContact
JUNE 30, 2020
What is new is the impact that rapid digital technology advances have had on younger age groups. Digital native" Millennials and Generation Z have grown up in an ever-connected world of online shopping, social media, and all the world's information at their fingertips. Some don't know any other way.
Guest Blog – 8 Things Customer Service Teams Should Avoid During Sensitive Times
Comm100
JUNE 25, 2020
Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony.
Why Humans Need Chatbots – and Chatbots Need Humans
Comm100
JUNE 15, 2020
Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more.
The Value of CX: Why We Need To Start Talking About NPS Again
Vision Critical
JUNE 30, 2020
A Q&A with Crystal Miceli, Vice President and Head of Product Management. Customer Experience NPS CX
Five Ways to Make Your Surveys Matter
Heart of the Customer
JUNE 11, 2020
Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.” While those figures might be interesting, they don’t provide the context that is essential for prompting action.
Deep Leadership: Act Boldly to Protect Customers, Employees and Partners
eglobalis
JUNE 15, 2020
Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis.
Restart, Rebound, & Rebuild your Customer Experience
Second to None
JUNE 12, 2020
How can you restore your customer experience during global change? These past few months, a healthy customer experience has never been more relevant. We have not only experienced the largest global recession in history, but the sentiment of our globe has become divided.
Customer service: what you can learn from great historical figures
Eptica
JUNE 11, 2020
Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Published on: June 11, 2020.
Guest Post: 10 Ways Consumer Insights Help Improve the Customer Experience
ShepHyken
JUNE 5, 2020
This week we feature an article by Uma Bhat , a content marketing professional at Clootrack. She shares how businesses can utilize consumer insights to help improve customer service and experience.
Protected: How should you follow up with Passive customers?
Daniel Group
JUNE 16, 2020
This content is password protected. To view it please enter your password below: Password: The post Protected: How should you follow up with Passive customers? appeared first on The Daniel Group. B2B Customer Experience Customer Communication Understanding Your Customer
How Can YOU Make The World A Little More Beautiful?
Kerry Bodine
JUNE 1, 2020
This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet.
3 Ways to Balance Between Acquisition and Retention
Lumoa
JUNE 30, 2020
Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly. Feed generated with FetchRSS
How to Improve Customer Centricity in Hospitality
C3Centricity
JUNE 8, 2020
The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests.
A Call for Representation in Customer Experience
Experience Investigators by 360Connext
JUNE 9, 2020
We Must Ask the Tough Questions. It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of George Floyd, and the resulting days of protests in America — and increasingly, across the world — from people who demand change.
Call Centers Prepare for 2020 Hurricane Season
NICE inContact
JUNE 10, 2020
If predictions are true, call centers are about to get busy. The Atlantic hurricane season runs from June 1 to Nov. 30, and we have already had 3 named storms this year. Call centers must be prepared with a business continuity plan that accounts for any type of disaster.
Five Leadership Principles For Truly Driving More Diversity And Inclusion
Experience Matters
JUNE 4, 2020
The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate.
Changes in Consumer Habits | Download the Report
IntouchInsight
JUNE 3, 2020
Read about the findings from the large-scale survey we conducted in early May, on changes to consumer behaviors since the inception of COVID-19. Leveraging our platform, we received over 2000 responses and identified some pretty amazing findings
The 60 Best Customer Experience Quotes
Lumoa
JUNE 24, 2020
Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused. Feed generated with FetchRSS
How to Use Machines to Deliver Great Customer Support
GetFeedback
JUNE 28, 2020
Scale your hyper-personalized customer support program with the help of AI and chatbots. Articles
How to Reduce Customer Effort Before it Can Build Up
Experience Investigators by 360Connext
JUNE 16, 2020
How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Solicit open-ended feedback. Put the customer at the center of your efforts. Look beyond the touchpoint.
Lucky Seven! Calabrio Named a Top Workplace Seven Times Running
Calabrio
JUNE 29, 2020
When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March.
Five XM Practices For Accelerating Your Digital Transformation
Experience Matters
JUNE 15, 2020
Note from Bruce Temkin: This post is one of many written by thought leaders besides me. I’m excited to introduce you all to Juliana Smith Holterhaus, a leader in digital experience for Qualtrics. As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organization and industry has needed to ramp up its digital capabilities.
A Statement from our CEO, Ross Wainwright
Vision Critical
JUNE 2, 2020
The events of the past week have been difficult to process and put into words.
Audience Q&A: 5 Questions for Yamini Rangan, Chief Customer Officer of HubSpot
Customer Bliss
JUNE 8, 2020
Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week.
How Machines Impact Experience Design
GetFeedback
JUNE 14, 2020
Designing a customer experience that seamlessly incorporates the machines from our daily lives. Articles
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