Sat.Nov 09, 2019 - Fri.Nov 15, 2019

The Value of Using Customer Insights

Lumoa

Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights. Feed generated with FetchRSS

Building Consumer Trust Is a Company-Wide Responsibility

Vision Critical

This has been an extraordinarily bright few months for our Vision Critical business.

Five Questions To Answer for Customer Journey Mapping Success

Heart of the Customer

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers.

Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner

BlueOcean

What Does Content and Ad Review Have in Common with Customer Service? Content review is a topical subject these days. We have witnessed Mark Z. in the hot seat being held accountable for content review standards and practices.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

How to Achieve Company-Wide Customer Success with Guy Nirpaz

Customer Bliss

Customer success is more than just a buzzword, and Guy Nirpaz , the CEO and founder of Totango , and author of Farm Don’t Hunt: The Definitive Guide to Customer Success , talks to us about how to realistically integrate customer success into customer experience.

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Where is the Line Between Forgetfulness and Great Service?

Steve DiGioia

Great service is comprised of many parts and each must be present to create the experience every customer desires. Let’s briefly discuss each one of my top 8 until we get to “memory”. I know you’ll agree with me that it should be near the top of your list. Training.

Customer Education Best Practices for the Onboarding Phase

Totango

Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process.

How to Build Brand Trust

ReviewTrackers

ReviewTrackers

Team Leaders: How to Personalize your Agent Training

PlayVox

According to Peppers and Rogers Group , only “65% of companies provide effective tools and training to their agents.” Harris Interactive reports that “.customer customer service agents fail to answer customer questions 50% of the time.”. HR Management for CX CX Culture

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

What 1,300 consumers told us about their Black Friday plans

SMG CX

The holiday shopping season starts earlier each year, so we got a jumpstart on how consumers planned to shop this upcoming Black Friday weekend.

Successful Onboarding Ends With A Promise

InnerTrends

How does one define the onboarding process? What is the last step of the onboarding process? The onboarding process and, more specifically, the last step of the onboarding process have been deemed by many companies as difficult- but imperative- to define. Here at InnerTrends, we couldn’t agree more.

The Surprising Affect Your Experience Has on Price Imaging

Beyond Philosophy

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain.

10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected

ShepHyken

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It was a differentiator.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Building the Right Foundation for Data Activation and Growth

Blueshift

While data activation is the secret weapon that makes a great data-driven marketing experience tick, it’s not the only component that guarantees success. Well-oiled data activation processes can’t happen if other areas of your business are lacking.

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How Augmented Reality Apps Can Create the CX Your Customers Crave

Smarter CX

Augmented reality apps may seem like a cute novelty at first glance, but they can play a valuable and even transformational role in today’s customer experience. According to the “ Impact of Emerging Technology on CX Excellence ” report from Oracle and ESG, 61% of firms using virtual or augmented reality have increased customer satisfaction metrics as a result.

Empower Your Team: Seek Out and Eliminate Rules That Make No Sense

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.

The Role of Artificial Intelligence in Customer Experience

Answer Dash

(This article was originally published at Analytics Insight ) We understand that artificial intelligence is playing an important role in how organizations work.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Relying on Yesterday’s Business Backstory to drive Business Growth?

One Millimeter Mindset

Yesterday’s business backstory gets you to where you are today. However, does this history showcase how you get clients to where they need to go: tomorrow and in the future? Today’s businesses represent the intersection of people, processes and interconnected software-machine interfaces.

In-the-Moment Research - The Key to Customer Journey Insights

Gold Research

Understanding the key moments in a shopper’s path-to-purchase or customer’s product usage journey is the foundation to designing the on-brand experience that leads to the growth and profitability of every company.

Bring on the Holiday Rush: Prep Tips for Your Contact Center

NICE inContact

For even more in-depth tips and trends, check out this ICMI article. In just two weeks, the holiday shopping season will be in full swing. No other season impacts so many contact centers across so many markets quite like it.

SAP CX Live Munich Recap: 3 Universal CX Challenges for Big Brands

Experience Investigators by 360Connext

“We’re unique, and so are the CX challenges we face.” ” That’s what we like to believe. We like to believe this about ourselves, our brands and our customers.

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Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

The CX Champions

CloudCherry

CHAMPION. A simple search will tell you it’s, ‘a person who fights or argues for a cause or on behalf of someone else.’ Hmmm…sounds like CX to me. So, what makes a true CX Champion? According to some of our 2019-2020 CX Championship Judges, it comes down to a few very important things.

Veterans Day 2019: Customer Service and the Rules of Combat

Wired and Dangerous

This week we celebrate Veterans Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.

Expivia Leverages Workforce Intelligence to Gain Visibility of Their Contact Center Operations

NICE inContact

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations.

Amazing Business Radio: Dennis Snow

ShepHyken

Create a Disney-Worthy Customer Experience. Building a magical customer experience at every level. Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the Walt Disney World Company.

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.

Top 12 CX Champ Winners

CloudCherry

Too much of a good thing? When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! With over 100 stellar submissions to choose from- falling into either the Practitioner or the Influencer Categories- our Top 10 list quickly became our Top 12 list.

Tips for Reducing Customer Support Attrition and Increasing Employee Engagement

Judith Platz

Learn how to reduce employee attrition with a successful employee loyalty program

Performance Management Tips for Cross-Generational Success

NICE inContact

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center! The generational diversity in today’s contact center is incredible.

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