Sat.Sep 28, 2019 - Fri.Oct 04, 2019

The CX thought experiment that CEOs must conduct


Engagement. The CX thought experiment that CEOs must conduct

Could you be doing more to understand your customers?


Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019.

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Ten Strategies for Building Strong Internal Customer Relationships

CSM Magazine

Internal customers are organizational or contracted employees to whom you provide information, products and services. They rely on you to give good service.

Customer Success: A Key Driver for Meaningful Relationship and Sustainable Growth


Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

How Customer Success Managers Can Become An Invaluable Asset for Their Clients


Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

5 Reasons Why Customer Complaints Are Great for Business


The post 5 Reasons Why Customer Complaints Are Great for Business appeared first on Survicate. Best Practices User feedback

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Today’s Toughest Marketing Challenge is Not Customer Satisfaction!


We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well.

Why First Response Time Is Not Enough For Your Mobile Customers

NICE inContact

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics.

How Global Brands use Trust and Transparency to Unlock Valuable Customer Insights

Vision Critical

On September 24, over 100 insights, marketing, product and CX professionals gathered in New York to discuss the current state of customer insights, data privacy and trust and transparency

Hip hip, Hooray! It’s CX Day


Celebrating CX Day 2019 Today is CX day, in which we globally celebrate companies and professionals that create great experiences for their customers and employees.

Crash and Churn: survey reveals the customer service fails that cause attrition


The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive.

Survey 175

Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds

NICE inContact

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers.

Why Good Customer Experience Starts With Your Internal Culture

Customer Bliss

How does the diversity of your team affect their output and synergy? In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services.

Advice on Adding a Reward Component to Your CX Program


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.

Happy CX Day 2019!

Experience Investigators by 360Connext

Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience.

Top Three Myths of Hiring Remote Contact Center Agents

NICE inContact

Business in 2019 looks dramatically different than it did 30 years ago. One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers.

Career Path Advice: 3 Steps in the Evolution of Becoming a CCO or CXO

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.

AI Chatbots: The Dream vs. The Reality (Pt. 2: Automation)


“Artificial intelligence” might come across to many as a trending buzzword used by enthusiastic tech theorists and marketers, but in this series I’ll show you how AI chatbots are being used right now by real companies with real business objectives.

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Reducing Delay Between Feedback & Action with Survey Overhaul


This article about MaritzCX was originally published by Shortening the Time to Respond to Feedback Despite an already high engagement score, a national employer has overhauled its engagement survey process to shorten the time it takes between receiving and responding to feedback. In effort to connect and compare employee engagement data with data on. View Article. General

Advanced Chat for CXone: All That and More

NICE inContact

Of all the communications channels, the web chat channel is quickly emerging as the leader in customer satisfaction and as a channel that improves agent efficiency, productivity and engagement.

Why Survey Data Collection Is More Important Than Ever


How to use survey data collection to optimize your customer experience (CX) across all departments within your organization. Articles

Survey 195

Humanizing The Customer Experience In Marketing


Hey, we’re only human. And, when it comes to Customer Experience in Marketing- as in all things- we want people to remember that. “It’s It’s simple. When we talk about humanizing the experience, it doesn’t matter what your discipline is.

Hip hip, Hooray! It’s CX Day


Celebrating CX Day 2019 Today is CX day, in which we globally celebrate companies and professionals that create great experiences for their customers and employees. As companies and professionals, this is a day when we can reflect on the various customer experience milestones that have been achieved this year, and rededicate ourselves to our customer. View Article. General

Live Up to a Higher Standard of Service


A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table.

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


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

Introducing Self-Scheduling for Frontline Employees


As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom.

Are You Prepared to Handle a Customer Service Emergency?

Wired and Dangerous

The dinner party was super important because of the particular guests invited. It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity!

Guest Blog: How to Engage Customers with Your Brand


This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement.

Brands 129

Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company.

Tips 126

What It Takes to Make CX Measures Stick

Noreen Kidwai

To feel success in a way that will motivate employees, companies will need much more than a single focal point as their goal.

No News is No Longer Good News

Heart of the Customer

Domino’s went and spoiled it. And then Amazon made it worse. It used to be that customers were patient and okay with waiting on your processes. Whether shipping a product, going through underwriting, or applying for a loan, we were okay with waiting in the dark. We didn’t like it.

Why Survey Data Collection Is More Important Than Ever


Survey data collection might not seem like a revolutionary or groundbreaking business practice but in an economy that’s increasingly being driven by customer experience (CX) it’s one of the most important things an organization can do. How else are you supposed to know what your customers think about your product or service? And by think I mean more than just vague concepts like they love it , but more concrete and useful things like: What feature do they value most?

Survey 150

A Guide to Customer Journey Optimization


Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth.

How to Connect With Passives and Turn Them Into Promoters


When you first start off with Net Promoter Score®, it seems reasonable to spend most of your time focusing on Promoters and Detractors – after all, these are the customers that have the strongest opinions about your product, service or brand. .