May, 2019

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space.

Emotion Analytics is at the Heart of Customer Experience Innovation

TechSee

It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick.

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When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things.

Get to Know Bruce Arnett: The CTO at MaritzCX

MaritzCX

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. “Skill, ethics, and a purpose-driven outlook is what makes a great team deliver compelling customer experience and drives exceptional business performance.”

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

The Customer Experience You Didn't Know About

IntouchInsight

CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience

More Trending

CSAT vs. NPS: Similarities and Differences

GetFeedback

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. .

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3 Ways to Provide Success When Handling Rude Customer Interactions

NICE inContact

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building. Emotions rise, and customers eventually want one thing: gratification.

Is NPS A Dubious Fad?

Experience Matters

Okay, it’s that time again. Every few years someone ignites the debate about whether Net Promoter Score® (NPS®) is a great or terrible thing. A recent article in the WSJ (The Dubious Management Fad Sweeping Corporate America) has sparked the discussion this time.

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Get to Know Bruce Arnett: The CTO at MartizCX

MaritzCX

The interview shared below was written and conducted by the CybageTimes. You can view the original article here. Being a People Leader Bruce has over 20 years of experience in the software engineering domain and has all the qualities it takes to be a successful leader in software development.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

The “What’s Next” of Journey Mapping

IntouchInsight

CX thought leader, Jeannie Walters, shares tips for getting the most value from your journey mapping initiatives

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How to Show Up as a Caring Company

Customer Bliss

In lieu of a regular Daily Dose video, I want to share with you an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

What is More Important: A Good Product or a Good After-Sales Service?

GetFeedback

Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand. So, you don’t mind spending a larger amount of money and you buy it.

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ICMI Expo 2019 Conference Roundup

Comm100

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. My time at the Expo was a breath of fresh air in more ways than simply letting me escape the heat outside.

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.

Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

BlueOcean

Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants.

CX Professionals Talk About 3 Strategies to Drive Action

MaritzCX

At a recent MaritzCX event, we held an interactive power hour facilitated peer-to-peer discussion about creating a strategic action plan to generate the expectations and actionability of insights.

Fundamentals of a Customer First Strategy For Every Industry

C3Centricity

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.

3 Steps to Implementing a Stellar Customer Experience at a Startup

Customer Bliss

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

New Research: Customer Service Trends and Best Practices

GetFeedback

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services.

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4 Questions Every Contact Centre Needs to Ask

NICE inContact

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. What Do Customers Want? Consumers want great experiences. They want interactions that are quick and easy; they want their issues resolved; and they want friendly and knowledgeable service.

Top 4 Reasons for Live Chat Popularity

Comm100

Most people who have used live chat as a customer know its?biggest?advantages: biggest?advantages: advantages: it’s?quick, quick, convenient, and fits your need for instant communication when you can’t (or don’t want to) pick up the phone.

Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX

Kristina Evey

Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey. Employee Experience Journey Mapping Leadership Podcasting Uncategorized

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Converting Customer Survey Respondents into Social Media Advocates

MaritzCX

This article was first published as a Maritz Research White Paper. You can view the original paper here.

Trust the Front Line to Extend Grace and Honor Your Customers

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Proving the Value of a CX Strategy to Your Executive Team

GetFeedback

Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors.

Gant Travel Goes the Distance with CXone

NICE inContact

Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. While the company works hard to ensure that its clients’ trips are comfortable, cost-effective, and error-free, the customer experience it was providing needed to make significant progress to meet the same standards. The problem?

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Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

Six Categories Of X&O Data Insights

Experience Matters

Last week I attended SAP’s SAPPHIRE and CX Live events in Orlando. It was great to see 35,000 or so of my new friends. As you might expect, Experience Management (“XM”) was a dominant theme. Just about every SAP or Qualtrics keynote speech discussed XM, and it was a topic at many of the concurrent sessions. I really enjoyed seeing the XM message come to life in so many different ways.

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Data Privacy Isn't Just about GDPR Compliance

Vision Critical

Europe’s landmark privacy regulation, GDPR, celebrates its first anniversary on May 25. Established to give Europeans more control over their personal data, the regulation has had a much more expansive reach due in part to the open nature of the Internet. Security, Trust & Transparency

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Maintaining Survey Integrity with Digital Fingerprinting

MaritzCX

Surveys are a great way for customers to candidly share the story of their experiences. When used correctly, surveys can provide insight on where certain improvements can be made in order to promote retention and loyalty. But what happens when these surveys are hijacked?

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