The CX thought experiment that CEOs must conduct
MyCustomer
SEPTEMBER 30, 2019
Engagement. The CX thought experiment that CEOs must conduct.
MyCustomer
SEPTEMBER 30, 2019
Engagement. The CX thought experiment that CEOs must conduct.
Eptica
OCTOBER 2, 2019
Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. Author: Pascal Gauvrit - CTO In the run-up to N ational Customer Service Week , which begins on 7 th October, we’re sharing our thoughts and experiences on the key themes highlighted during this celebration of the importance of the industry.
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CSM Magazine
SEPTEMBER 29, 2019
Internal customers are organizational or contracted employees to whom you provide information, products and services. They rely on you to give good service. Unfortunately, many employees fail to realize the importance of developing powerful strategies for building and maintaining strong internal customer relationships. That is too bad because internal customers are just as important as those outside the organization.Still, some employees fail to realize that everyone in the organization is a cus
Strikedeck
OCTOBER 1, 2019
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.
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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!
ClientSuccess
SEPTEMBER 30, 2019
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. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
SEPTEMBER 30, 2019
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. Others, sadly, haven’t a clue and chase away more customers than they help.
CX Accelerator
OCTOBER 3, 2019
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. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
InMoment XI
OCTOBER 2, 2019
This article about MaritzCX was originally published by hrdaily.com.au 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.
C3Centricity
OCTOBER 1, 2019
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. And customer satisfaction is becoming insufficient to drive growth alone. Companies need to deliver more, a lot more!
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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?
CloudCherry
OCTOBER 1, 2019
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 simple. When we talk about humanizing the experience, it doesn’t matter what your discipline is. If it’s marketing, if it’s contact center…If you have a customer experience title, it all boils down to treating the customer the way we want to be treated.” – Wise words indeed, and the first of many shared by Becky Roemen – Sr CX Consultant at TTEC Digi
CX Accelerator
OCTOBER 3, 2019
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. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
InMoment XI
OCTOBER 1, 2019
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.
Alida
SEPTEMBER 30, 2019
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.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
BlueOcean
SEPTEMBER 30, 2019
Business is booming? Great! There’s nothing we love more than a good growth story. Your revenue is skyrocketing, which usually means your customers are buying more and you’re gaining more customers. Of course, growth spurts often go hand-in-hand with growing pains. Have you also noticed more customers calling or messaging with questions and concerns?
CX Accelerator
OCTOBER 3, 2019
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. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
InMoment XI
OCTOBER 1, 2019
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.
NICE inContact
OCTOBER 2, 2019
The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text , organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels.
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.
GetFeedback
SEPTEMBER 30, 2019
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.
TechSee
OCTOBER 2, 2019
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. Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable.
InMoment XI
SEPTEMBER 30, 2019
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. Many automotive manufacturers have been using CX outcomes in their reward-based incentive programs for decades.
NICE inContact
OCTOBER 4, 2019
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. Let me tell you why, but before that, have a look at what I mean by “Mobile” in this context.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Customer Bliss
OCTOBER 3, 2019
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. In her role, Leslie merges workforce development with marketing, working directly with retailers. Leslie’s work involves partnering with stores that have chosen Citi as their private label and/or co-brand card provider.
GetFeedback
OCTOBER 4, 2019
How to use survey data collection to optimize your customer experience (CX) across all departments within your organization.
Experience Investigators by 360Connext
OCTOBER 1, 2019
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. If you haven’t already, get your CX Day started with a global good morning from some friends around the globe!
NICE inContact
SEPTEMBER 30, 2019
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. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.
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
Customer Bliss
OCTOBER 2, 2019
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. The following is a lightly edited transcript of the video below. Today, I want to talk about the evolution of your role, from where you are inside the company to a chief experience officer, or a chief customer officer.
Comm100
OCTOBER 1, 2019
“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. I’m not a theorist or a marketer, I’m someone who’s gotten their hands dirty implementing AI chatbot solutions that provide value to businesses, as well as their customers.
Wired and Dangerous
SEPTEMBER 30, 2019
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! The caterer had delivered over-the-top hors d’oeuvres, the contracted chef had prepared a perfect meal, and the bottles of wine were perfectly chilled. Then, disaster struck!
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