March, 2020

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Why Customer Experience Is Now Job No. 1 for CEOs

InMoment XI

This article was originally published here. Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience. This laser sharp focus on the total experience must span the entire demand and supply chain and incorporate every aspect of how products and services are designed, priced, View Article.

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The “What’s Next” of Customer Journey Mapping

Experience Investigators by 360Connext

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact. CX teams spend months on a journey map only to have a beautiful poster on the wall that only tells part of the story. Some will conclude journey mapping doesn’t work because they witnessed how a lot of hard work resulted in a well-designed artifact which hasn’t served much

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5 Ways To Rethink Customer Experience In The Face Of The Coronavirus

Kerry Bodine

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and.

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How To Create a Customer Insight Strategy

Lumoa

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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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3 Steps to Measure CX Impact and Align Your C-Suite Around Experience

Customer Bliss

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about. Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience.

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7 Tips for Managing a Remote Customer Support Team

Team Support

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. And, for every time there's a remote employee, there's also someone who's tasked with managing a remote team. So, how can you keep a support team happy and working together when they are 10, 100, or even 1,000 miles apart?

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How to Retain Customers in a Time of Crisis: A CX To-Do List for SaaS Companies

Wootric CX Blog

Financial markets are sliding, a pandemic is spreading around the world, schools are closing, businesses are moving to remote work if they can, and every company is scrambling to respond to quickly changing circumstances. Planned investments that were intended to drive growth — like hiring, media spend and software purchases — are being reevaluated as business leaders are forced to triage what they need to do to weather the storm.

Company 125
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Customer experience: Why businesses talk the talk, but don't walk the walk

MyCustomer

Engagement CX: Brands talk the talk, but don't walk the walk.

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Making the Automotive Service Experience Exceptional: Part 1 of 3

InMoment XI

Taking Care of Your Customers “Before” Buying a new car or truck is magical. We work in the business so we can forget how special it is to our customers. And at best it only happens every three to five years, often much longer, so it is truly a special event. Servicing this same vehicle is often looked at in a different. View Article.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Interview With CX Ambassador Simon Whight

GetFeedback

Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space.

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23 Service Improvement Tactics That Work (Number 4 Is My Favorite)

Steve DiGioia

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away.

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XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny

Experience Matters

Watch Bruce Temkin and Isabelle Zdatny from the Qualtrics XM Institute discuss Experience Management. The post XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny appeared first on Experience Matters.

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In this Time of Coronavirus…Let Goodness in Business Prevail. Human and Financial Prosperity Will Follow.

Customer Bliss

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.

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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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10 Ways a Digital Insight Community Connects Brands & Customers During COVID-19

Alida

Last week, we provided our customers with a complimentary survey template that could be used to get a pulse on customer and employee needs in these unprecedented times. We’re thrilled to see the rapid response from companies embracing the template to better understand the changing wants, needs, and emotions customers and employees are experiencing at this time.

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4 Keys to Successful Customer Communication in the Coronavirus Era

InMoment XI

This article was originally published here. The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. The sudden influx of physical distancing, the (hopefully temporary) shuttering of businesses, and general unease about the virus have all reshaped how customers interact with brands virtually overnight.

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6 Ways to Provide Meaningful CX During a Global Crisis

GetFeedback

How companies can show empathy and deliver meaningful customer experience needed during a global crisis.

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Keep Moving Forward Through These Difficult Times

Steve DiGioia

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do. So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstan

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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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Leaders: Four Experience Design Tips To Deal With Coronavirus

Experience Matters

As the Coronavirus situation evolves, organizations are being forced to consider a number of changes that affect every one of their stakeholders—suppliers to employees to customers. It’s critical that leaders not only focus on making the right decisions, but that they also focus on how they implement those decisions. Experience design plays a key role in this area.

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Daily Dose of OPTIMISM! Find Your Version of Giving, Big or Small

Customer Bliss

In each episode of the Daily Dose of OPTIMISM, I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today’s Daily Dose of OPTIMISM comes courtesy of a young man in Maryland, whose name is Cavanaugh Bell.

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How will COVID-19 change customer behavior and habits?

Beyond Philosophy

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran.

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Making the Automotive Service Experience Exceptional: Part 2 of 3

InMoment XI

Taking Care of Your Customers “During” In our last blog, which you can view here, we talked about the Before stage of Automotive Service. Now we will be going over the second part of an Exceptional Service Experience which is, of course, During the Service itself. Welcome Customers the Moment They Arrive The During experience starts with.

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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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What is the Difference Between Digital Experience and CX?

GetFeedback

The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy.

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Every Great Leader Has an Experience Book. Do You?

Steve DiGioia

The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed. As I’ve mentioned before, I’d rather act and make decisions based on the facts at hand than sit idle and wait for some arbitrary sign of approval later.

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XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas

Experience Matters

During this "XM Fireside Chat," Bruce Temkin & Aimee Lucas discuss the leadership required to drive successful Experience Management (XM) programs. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas appeared first on Experience Matters.

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Giving Employers a Pulse on Employee Needs During COVID-19

Alida

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for 90 Days.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Emerging Trends Revealed in Unique CX Research

Beyond Philosophy

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.

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What Does Customer Experience Look Like in the World of Coronavirus?

InMoment XI

This article was originally published by Inmoment. Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put.

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The Catalogue of Customer Experience Metrics

GetFeedback

The most popular CX metrics catalogued by purpose and best use case.

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