September, 2019

Creating a multi-generational culture to support your CX strategy.

Innovative CX

Baby Boomers, Millennials, Gen Xers and Gen Z’s make up our current workforce, but each has a unique set of needs. How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Consider these examples.

The Future of Customer Experience — And Where Leaders Can Focus Today

Experience Investigators by 360Connext

Let’s talk about the future of customer experience. I’m often asked about it, and I’ll tell you this universal truth: Customers will expect more than we can give them. You heard that right.

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The Key to Cultivating Loyalty Part 2: Designing Great Experiences

IntouchInsight

Your source for the best knowledge on collecting data to drive business improvements

Customer Experience as a Shared Service

Vision Critical

Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Not All Customer Data Are Created Equal: Why You Should Move Toward High-Quality Consent and Declared Data

Vision Critical

With new privacy regulations and a greater public awareness of online privacy rights, we marketers have had a fire lit under us. We must be more careful and thoughtful than ever when deciding how to access and utilize customer data.

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More Trending

How to Measure Customer Centricity the Right Way

C3Centricity

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today.

This is How You Can Tell You’re a Customer Service Professional

Steve DiGioia

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Many hold the title but never seem to accomplish the task. Some tout the certification letters after their name but can’t put their knowledge to use.

What Customer Churn is and How to Calculate it

Lumoa

What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS

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Customer Retention vs New Customer Acquisition: How Do You Optimize Both?

Totango

Your customer only sees one brand. For them, customer attraction and retention blur together into one ongoing journey. .

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?

6 Core Emotions in Customer Experience and Why They Matter

NICE inContact

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun.

3 Best Practices on Embracing the Hard Stuff from a Customer-Centric CEO

Vision Critical

Why an Effortless Experience Isn’t Enough for Customer Loyalty

GetFeedback

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Finding the Right Self-service Mix in Your Contact Center

NICE inContact

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice.

3 Reasons Why Behavioural Science is Critical for CX Transformation

MaritzCX

Spare a thought for the millions of emails that are never opened. For the millions of letters that are never read. For the millions of website clicks that never reach conversion. For the millions of full baskets that are never checked out. For the millions of forms that are never filled out.

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How to Bring More Humanity into Customer Communication

Kayako

Humanity – according to the Merriam Webster dictionary – is defined as compassionate, sympathetic, or generous behavior or disposition: the quality or state of being human. . It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos.

Advice on Adding a Reward Component to Your CX Program

MaritzCX

Recently more and more of our clients are considering adding a significant reward component to their customer experience (CX) programs. This may take place by directly rewarding CX outcomes, or by adding them to an existing reward-based incentive program.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

3 Steps to Solidify Your CX Foundations at a Cultural Institution

Customer Bliss

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts.

3 Principles to Get Your Customer Experience “Stop Doing” List Started

Experience Investigators by 360Connext

Ever hear of a “stop doing” list? Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we really ought to be delegating, ignoring, or ceasing to work on. .

Alexa, How are My SLAs Doing?

NICE inContact

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.

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Using CSAT to Create Exceptional Customer Experiences (On-Demand)

GetFeedback

Watch this 30 minute webinar as we discuss how to measure your customer satisfaction (CSAT) score and use it to improve your customer's experience. Webinars

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

How to Use Your Sparq Insight Community for Your Design Sprint

Vision Critical

Product professionals are increasingly leveraging the design sprint process to expedite their innovation with reduced risk and investment. Best Practices Customer Insights Innovation Insight Communities

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Get Inspired at the Experience Management Event of the Year

MaritzCX

EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event.

Don’t Make Customers Do Extra Work!

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by 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.

In-House vs Outsourced Customer Service: What’s Right for Your Business?

BlueOcean

Considering outsourced customer service for the first time? It’s likely you already outsource many other areas of your business, but we get it: outsourcing those critical frontline interactions with your customers feels like a whole new ballgame. Which choice is better for your business?

How Communities Can Supercharge Your Business, Brand and Teams

Speaker: Jono Bacon, Community Expert and 'People Powered' Author

There is a growing trend in companies seeing the value of building communities for their customers and users. Sephora, Harley Davidson and many more have driven enormous success with their communities. Doing this well is tricky though. How do you know where to start, what goals you should start with, and how to track your success? Join Vanilla Forums on Tuesday, April 7 at 12:00 p.m. ET to hear from community strategy consultant and author of People Powered, Jono Bacon.