Sat.Sep 23, 2017 - Fri.Sep 29, 2017

article thumbnail

5 Steps to Kick-Start the Digital CX Transformation

InMoment XI

The digital revolution is just getting started. Technology that automates our lives is being developed at an ever increasing pace. The world has become a much smaller place due to our digital lifestyles. While our personal lives can quickly and easily be digitized, companies can take longer to do so. In a recent joint webinar.

article thumbnail

The CX topic we need to address more

Customer Bliss

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that. Silos need to align for the customer to have the best experience possible, and when the customer has that best experience possible, that’s really the place where revenue and growth reside.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

The Landline Survey: An Antiquated Methodology

QuestionPro Audience

Back in the 1990’s, virtually every household had a landline, and people would answer the phone and talk to survey research callers. However, times have changed, even though some researchers are stubborn about admitting the change. Landline households keep decreasing, while cell-phone only homes become the norm. To confirm the tendency (see National Center for Health Statistics 1 ), QuestionPro Audience conducted a study with more than 350 respondents, to understand landline phone ownership and

Survey 246
article thumbnail

5 Top CX Trends For Survival in the Age of the Customer

Experience Investigators by 360Connext

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey.

Trends 244
article thumbnail

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.

article thumbnail

The New Evolution of CX: Measuring and Assessing CX Maturity in the Modern World

InMoment XI

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not. Organizations may have ample data on the way customers view their brands, but. View Article.

eBook 200

More Trending

article thumbnail

Do ‘captive customers’ deserve customer service excellence?

Vonage

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? I’ve got many answers to this loaded question. These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions.

article thumbnail

Reducing Live Chat Handle Time Doesn’t Mean More Support Agents

Kayako

Live chat seems like a win-win. Support agents can answer questions rapidly, keep their chat handle time low, and swiftly move on to help the next customer. Unfortunately, customers are rarely getting this experience. They’re unsatisfied with their live chat experiences. A Kayako survey of 400 consumers and 100 businesses found that almost one-quarter of customers are frustrated by long wait times on chat (it seems “live” chat is not often live).

article thumbnail

The New Evolution of CX: Measuring and Assessing CX Maturity in the Modern World

InMoment XI

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not. Organizations may have ample data on the way customers view their brands, but.

eBook 200
article thumbnail

Large Companies Lack Purposeful Leadership

Experience Matters

As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. It requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. How prevalent are these attributes? To answer this question, I tapped into Temkin Group’s consumer benchmark study and examined feedback from more than 5,000 U.S. employees.

article thumbnail

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!

article thumbnail

How to Win the Chief Customer Officer Role, With Sandy Miranda – CB70

Customer Bliss

Episode Overview. Sandy Miranda explains her three rules for how to elevate from your existing role to a CCO Role in your organization. Sandy tells of her deliberate path from Customer Care Manager to CCO and how she took actions to earn the role and ensure she could be successful in it. About Sandy. From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space.

article thumbnail

Celebrate Customer Service Week 2017 with This Easy Plan

Who's Your Gladys?

We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys?

article thumbnail

5 Steps to Kick-Start the Digital CX Transformation

InMoment XI

The digital revolution is just getting started. Technology that automates our lives is being developed at an ever increasing pace. The world has become a much smaller place due to our digital lifestyles. While our personal lives can quickly and easily be digitized, companies can take longer to do so. In a recent joint webinar. View Article.

article thumbnail

Introducing One-Touch Email Survey Templates for Salesforce

GetFeedback

Generate beautiful survey email templates for Salesforce or your email marketing tool. Embed survey questions inside your email to boost response rates!

Survey 150
article thumbnail

The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

article thumbnail

Marketing Through Valuable Experiences

Kerry Bodine

I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. Their article was already several years old at that point, but their ideas made me want to jump out of my seat with joyful cheers: “To be clear, we’re not talking about ‘experiential marketing’ — making your marketing promotions more experiential… We are talking about a fundamentally new way of attracting and retaining your customers through creating new experience offerings

Marketing 136
article thumbnail

Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

NICE inContact

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as well.

article thumbnail

Technology is the Enabler not the Disruptor (So Stop Using it as an Excuse)

C3Centricity

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. It was to the BPW Lake-Geneva (Business & Professional Women) group in Rolle, Switzerland, which was a first for me. Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group.

article thumbnail

{Infographic} Not Just Fast: Understanding a Responsive Experience

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} Not Just Fast: Understanding a Responsive Experience appeared first on Joseph Michelli.

article thumbnail

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?

article thumbnail

Bringing Your #VoC Program up to 2020 Standards

CX Journey

Image courtesy of Pixabay How can you be sure that your VoC initiative stays fresh and relevant? Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your listening efforts are always fresh and relevant? Yes, even customer listening programs become stale and must be updated.

Survey 114
article thumbnail

Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

NICE inContact

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as well.

article thumbnail

Shocking! Telecoms Fail Again!

Beyond Philosophy

After Hurricane Irma’s recent march through Florida, millions of people lost internet, phone and cell phone service. Frustrated by an inability to contact loved ones, conduct business and get news, they looked for answers from their cable, cell phone and internet providers. Well, they didn’t get much. “I wish they would tell us what was going on,” complained one AT&T UVerse customer.

Wireless 117
article thumbnail

Not Just Fast: Understanding a Responsive Experience

Michelli Experience

As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. Responsiveness. One of those bedrock issues in daily consulting includes “responsiveness.” From my worldview, responsiveness is a make or break differentiator in all business arenas including retail, banking, online sales, air travel, and automotive.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

5 Advocate Marketing Success Stories All B2B Brands Can Copy

Influitive

Every year, we recognize some of the most engaging marketing campaigns through The Best Advocate Marketing Awards. Also known as The BAMMIES, these awards shine a spotlight on B2B companies who are using the enthusiasm of their customers, partners and fans to fuel business growth. Honors are awarded in 10 key categories that recognize creative excellence, innovation.

B2B 111
article thumbnail

Inside Customer Success: HelloSign

Amity

HelloSign is powering the future of intelligent business. The company’s software platform — which includes eSignature, digital workflow, and electronic fax solutions — converts process to revenue for over 60,000 companies around the world with HelloSign, HelloFax and HelloWorks. Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more.

article thumbnail

Be Warned: You Can’t Rely On Big Data!

Beyond Philosophy

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience.

Data 113
article thumbnail

Chat Rating: Best Way to Get Customer Feedback

ProProfs Chat

“Your Most Unhappy Customers are Your Greatest Source of Learning”. Bill Gates. The quality of customer service determines the future of any business, no matter the size. When customers are happy with your service, they become repeat buyers and join your “loyal” tribe. Angry and agitated customers, on the other hand, are unhappy customers who most likely expect an improvement in your service or won’t hesitate in switching to a competitor product for better services.

Feedback 100
article thumbnail

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

article thumbnail

Opentalk 2017: Building Trust between Customers and Startups

Talkdesk

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. How To Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch.

article thumbnail

20 Damn Good Ways to Express Empathy to a Customer

Myra Golden

When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it. I’ll tell Siri to capture what I heard, or I’ll just type it out. I save ridiculously good empathy statements so that I can share them with my clients. In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy I’ve heard (and felt) to inspire them to come up with their own empathic responses.

article thumbnail

From In-House to Outsourced: Best Practices for Contact Center Knowledge Transfer

BlueOcean

In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and, finally, you’ve signed the contract to make your choice official. The job of procurement might be done, but everything else is just getting started. Unless you want to throw your outsourcer in at the deep end (hint: really bad idea), then you need to turn your attention to agent training and contact center knowledge transfer.