October, 2018

How do DevOps methods accelerate CX innovation?

Cyara

This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps.

Takeaways from CEM Asia 2018: Quantifying the Impact of CX

CloudCherry

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX?

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5 Steps to Understanding Customer Needs Through Mindset Data

Smarter CX

Businesses now live in the age of “experience” Thanks to the digital revolution, so much of a brand’s bottom line now depends on customer experience because consumers have more access to information (and therefore more access to alternatives) than they’ve ever had before.

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Call Centers are the Front Line of Customer Service

NICE inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Millennial Generation Customer Service – The Ultimate Guide

TechSee

A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo.

More Trending

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence

C3Centricity

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again.

Ziba Design: Focus on the Internal Customer

AskNicely

We’ve got another dose of CX Obsession goodness for you today, and some good news — for our next CX Obsession event, we’re leaving our fair city of Portland and taking this show on the road! Where to, you ask? That depends on you — take our quick poll and let us know where we should head next! >

3 Leadership Buzzwords that Exist for the Best Reasons

360Connext

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree.

Take Action with These 3 Steps to Help Your Customers Achieve Their Goals

Customer Bliss

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience?

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The Ultimate CX Infographic, 2018

Experience Matters

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. 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 The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®. Customer experience Infographic ROI of Customer Experience

Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

Micah Solomon

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience.

[NEW RESEARCH] Can your Contact Center Keep Up with Changing Consumer Demands?

NICE inContact

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth.

Find and Eliminate Dirty Data That’s Lurking in Your Salesforce CRM System

GetFeedback

Salesforce’s customer relationship management (CRM) tool helps businesses support their customers in a powerful and efficient way by allowing them to combine big data with sophisticated customization. Yet, a tool is only as powerful as the hand that wields it, so it’s important to be cognizant of possible pitfalls that may occur when using a CRM system. Since data is the deciding factor of most strategic business decisions, it’s essential to prioritize the maintenance of CRM data integrity.

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

What Kind of Customer Experience Leader Do You Need to Be?

360Connext

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

Hire People with the Ability to Care: A #MakeMomProud Case Study

Customer Bliss

In my new 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.

Customer Experience Challenges According to 15 CX Experts

Lumoa

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation.

10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). Last week, I suggested quick wins that could improve your customer service and customer experience. Today, I’m going to challenge you to go deeper.

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.

SeaWorld Happily Jumping through Hoops for Guests

NICE inContact

SeaWorld Parks and Entertainment operates 12 parks—some seasonal, others year-round—that welcome a steady stream of guests that include families, school groups, kids and adults of all ages.

Creating buzz to boost engagement: A Q&A with BuzzFeed’s Ashmeed Ali on getting more out of Member Hubs

Vision Critical

Pioneers of audience engagement, BuzzFeed is a business that never waits for change: they create it. For BuzzFeed, finding emotional connections to the content they create and share is?fundamental?to fundamental?to to their success.

Great News: Temkin Group Joins Forces With Qualtrics

Experience Matters

I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM).

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4 Customer Experience Potholes to Avoid

Customer Bliss

In my new 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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

7 Reasons Why Your VoC Program Is Not Improving Customer Experience

IntouchInsight

What is it that prevents many customer experience (CX) pros from improving CX through the VoC? Here are seven reasons

Use These Survey Questions to Predict and Increase Customer Retention

GetFeedback

When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story. Here are two very effective (and often overlooked) ways to predict customer retention.

The Distance Between Prawn Crackers and Preferences in Most Customer Experiences Today. By Greg Moore, Episerver

ijgolding

We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand.

3 Business Reasons to Care About CX

Smarter CX

My daughter, Claudia, and I have a tradition when we eat ice cream at home: it’s always topped with chocolate sauce, whipped cream, and sprinkles. One day not long ago, Claudia asked me if I’d make her a bowl of ice cream.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.