January, 2020

4 Things to Consider When Mapping Your Digital Customer Journey

Comm100

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey.

Why Journey Mapping Is A Team Sport — And How To Get Your Team Involved

Kerry Bodine

I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps.

Sports 170

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A checklist for starting to measure customer experience

Lumoa

We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS

The Power of Promises

Horizon CX

According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Grow Through Improving Customer’s Lives: 7 Actions of the Most Admired Companies

Customer Bliss

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making.

More Trending

How did you perform during your recent customer experience ‘stress test’?

NICE inContact

Most, if not all businesses are wrapping up an informal ‘stress test’ on their customer service operations that could have a big impact on their business for the coming year and beyond.

Unraveling the Tangled Vines of Omnichannel Customer Care

BlueOcean

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution.

3 Best Practices for Creating Dashboards That Tell a Dynamic Story

MaritzCX

Maximize the Effectiveness of Your Dashboards Fighting for the attention of our colleagues and executives is hard, let alone, having the ability to inspire them to think differently or make necessary changes is even harder.

Seeking a New VOC Vendor? Here’s How to Make the Transition

CloudCherry

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice.

How To 227

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Call Center Automation Depends on Collaborative AI

TechSee

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020.

When CX Is a Matter of Life or Death

Heart of the Customer

If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives.

How complex does a journey map need to be?

SuiteCX

We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. It was really a fascinating class – smart and discerning. There were a number of common questions and comments from both beginning and advanced CX Architects/Mappers.

B2C 164

Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent?

Steve DiGioia

We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

If You Want Customers to Say Yes, Try THIS

Beyond Philosophy

Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. There are ways to overcome these habits.

Who is the Customer?

Customers That Stick

Who is the customer? This seems like a question with an obvious answer. However, it is not as simple as it seems. Of course, the customer is somebody who purchases a good or a service from you, but a customer can be more than just that.

Best Customer Onboarding Experiences

ClientSuccess

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations.

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What is Digital Self-Service?

Inbenta

Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet.

Study 61

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

5 Customer Validation Skills You Need in 2020

Centercode

5G, AI, self-driving cars — in no time at all, we’ll be looking back and saying, “Oh, those old things?”

4 Ways to Prepare Your Customer Service Teams for AI Disruption

Customers That Stick

It’s no secret that artificial intelligence is already starting to impact customer service. This impact is certainly to grow immensely in size in the coming years.

The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. .

Employee Experience: Seeing the Forest for the Trees

MaritzCX

Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Brand Portfolio Secrets to Success (The 5 Things You Need to Know)

C3Centricity

How do you know when you have too many variants in your brand portfolio? In my opinion, the answer is that it’s when you can’t answer that question! Can you? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.”

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3 Essential Lessons Leaders Must Embrace to Transform Experience

Customer Bliss

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are.

How Do You Solve 2020’s Most Common CX Problems? Start Here.

Experience Investigators by 360Connext

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. Image credit: Forrester.

Six Types Of Experience Data (X-Data)

Experience Matters

One of the key building blocks of Experience Management (XM) is X-data, which helps establish an understanding of how people think, feel, and behave. In almost all circumstances, organizations lack the X-data they truly need.

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[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

5 Strategies to Improve Customer Retention With Social Media

GetFeedback

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers.

Cracking the Patient Experience Conundrum

MaritzCX

The Innovative Approach to Amplifying the Patient Experience Providing a patient experience that exceeds expectations has become increasingly important within the healthcare industry.

Sparq® Winter '20 Further Enables Brands to Excel in Customer Trust

Vision Critical

It’s hard to believe we are already at the end of January and what a compelling first month of 2020 we’ve had at Vision Critical. We’ve had exciting leadership changes and with them comes an invigorated sense of purpose for our entire organization.

Brands 189