January, 2018

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

Everything You Need to Know about Text Analytics

Lumoa

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love.

NPS 309

Vuzix to Debut ‘Blade’ Smartglasses at CES Next Week

QuestionPro Audience

Vuzix today announced they’ll be unveiling their latest smartglasses at this year’s CES in Las Vegas.

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates

Comm100

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them.

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.

Forget About the Wow. What Should You Fix NOW?

360Connext

Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process.

CEM 284

More Trending

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

inContact

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

What My Blind Husband Taught Me about Preparation and Resilience – And How It Can Enhance Your Company

MaritzCX

We've Moved! Update your Reader Now. This feed has moved to: [link] If you haven't already done so, update your reader now with this changed subscription address to get your latest updates from us. link]. Reader Submission blindness

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1] 

Lumoa

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world.

Data-Driven Decision Making: A March Madness Case Study

Centriam Customer Experience Lab

Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Customer Experience Analytics

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.

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well.

Trends 231

15 Customer Experience Trends for 2018 (Infographic)

Experience Matters

Last month, Temkin Group published its annual list of CX trends and we labelled 2018 “The Year of Humanity.” ” Here’s an infographic showing the 15 trends (also available in poster form): Here are links to download different versions of the infographic: Infographic: in .jpg jpg format, in .pdf pdf format 18? poster: in .jpg jpg format, in .pdf pdf format. The post 15 Customer Experience Trends for 2018 (Infographic) appeared first on Customer Experience Matters®.

The Importance of Simplicity in Customer Experience

Customer Bliss

This is a guest post written by Ricardo Saltz Gulko. Ricardo is on the international advisory committee of the Customer Experience Professionals Association and a thought leader in the CXUniversity. I don’t think anyone would argue that being a CCO is a hard job.

B2B 227

How Mobile Apps are Changing Travel in 2018

QuestionPro Audience

Experts are predicting 2018 to be the year mobile technology officially takes over travel. Gone are the days of making blind booking arrangements and hoping for the best, or using a travel agent. Even sitting down at a desktop computer is no longer necessary.

Travel 319

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.

2018: New Ways Cloud Will Enhance Customer Care

inContact

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business.

B2C Influence on B2B Customer Expectations

MaritzCX

There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.

B2C 302

Get The Ball Rolling – Motivating Staff After The Holidays

BlueOcean

It was the most wonderful time of the year and although some staff members are ready to get back into action straight away for the new year, some staff members need a little nudge.

Desktop Metal granted seminal Separable Supports patents for its metal 3D printing technology

Experience Matters

Desktop Metal announced today it has been granted seminal patents by the United States Patent and Trademark Office for its Separable Supports technology which enables 3D printing of large, complex parts through metal sintering and the removal of metal support structures by hand.

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

Best of the Podcast: How to Create A Path for CX Leadership with Google’s VP of Ads and Commerce UX

Customer Bliss

Happy New Year! I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ?

Why You Should Use Mobile To Conduct Market Research

QuestionPro Audience

Market research is a valuable tool, and one that the smartest companies invest in. Companies like Lego, McDonald’s and Apple have been utilizing market research (MR) for years, and dominate their respective markets.

The Top Five “Must Have” Contact Center Phone System Features

inContact

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018?

Delight Drives Sales Among Difficult Millennials

Centriam Customer Experience Lab

Make Shopping Enjoyable to Encourage Sales. On a previous blog , my colleague Jason shared a finding from Centriam’s 2017 Retail Study : customers who had an enjoyable shopping experience were more likely to be promoters. This finding is especially robust among millennials, the largest generation in the US.

Sales 204

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.

Mirror, Mirror on the Wall, Who is the Most CX Elite of Them all?

MaritzCX

Do you, your team, or company exemplify exceptional customer experience? If so, the nomination period for the second annual CX Elite Awards from MaritzCX are now open.

Happy MLK Day in The Year of Humanity!

Experience Matters

Happy MLK Day! Every year on this day I like to celebrate lessons that we can learn from Martin Luther King, Jr. This year, I’ll focus on this quote: “We must live together as brothers or perish together as fools“ This line is from King’s commencement address at Oberlin College in 1965 titled, Remaining Awake Through a Great Revolution.

How to Produce the Perfect Customer Testimonial Video

Tema Frank

There is a lot of power in a customer’s opinion. Because when a customer is about to make a purchase, they’ll trust their peers’ opinions more than anyone else’s. And that is why customer testimonial videos work so well.

Video 197

“OK, Google…” How Smart Speakers Will Evolve in 2018

QuestionPro Audience

Move over, smartphone. Smart speakers are the new “it” device. While not exactly new to the market (both Amazon Echo and Google Home launched over a year ago) consumers are coming out in droves in 2018 to purchase these smart speakers.

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.

Auror’s Path to 80 NPS (and Why You Should Care)

AskNicely

What do crime fighting, SaaS technology, real-time customer feedback and New Zealand all have in common? A lot, actually. Auror: Making the World a Safer Place with Data. Auror is a New Zealand-based SaaS company that provides real-time crime intelligence.

NPS 195

AI and Customer Care: The Future is Here

BlueOcean

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips. These technologies are sparking new expectations in today’s consumers on an almost daily basis.

Best Practice Number Three: Avoid Silo Channels

inContact

The last entry detailed how designing your automation based on existing live agent behavior is essential to a consistent and efficient customer experience.