Sat.Mar 28, 2020 - Fri.Apr 03, 2020

How will COVID-19 change customer behavior and habits?

Beyond Philosophy

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world.

How to create a customer insight strategy

Lumoa

A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS

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What Your Customer Experience Team Needs Now

Experience Investigators by 360Connext

Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get through this.

The Right Way to Use Artificial Intelligence (AI) in Your CX Program

GetFeedback

How to properly use artificial intelligence (AI) to personalize the customer experience. Articles

How To 197

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Customer Journey Mapping – are ‘static’ maps a waste of time and money?

ijgolding

Skip to content. +44 44 7770 736832 | ian@ijgolding.com. facebook twitter linkedin. Search for: Home About About CXC About Ian Golding Services All Services Consulting Training Mentoring Speaking Customer What? Ian’s Blog Clients Gallery/Media Contact. Previous.

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10 Ways a Digital Insight Community Connects Brands & Customers During COVID-19

Vision Critical

Last week, we provided our customers with a complimentary survey template that could be used to get a pulse on customer and employee needs in these unprecedented times.

Experience Management In A Crisis: Shift From Trending To Sensing

Experience Matters

Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn. But organizations need to shift from a rhythm of tracking to an obsession with sensing.

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Making the Automotive Service Experience Exceptional: Part 3 of 3

MaritzCX

Taking Care of Your Customers “After” This is the last of three blogs discussing an exceptional Service Experience. The first two looked at what happens Before and During the service. Today we’ll look at what happens After vehicle servicing is completed.

How to Succeed in the Age of Covid-19

IntouchInsight

See how our clients use mobile forms to quickly take action and adapt to a changing buying environment, while continuing to serve their industry

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Assessing your Contact Center Solution

NICE inContact

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. Call Center Best Practices Advantages of the Cloud Customer Experience

XM Fireside Chat: Healthcare Experience With Bruce Temkin And Susan Haufe

Experience Matters

During this "XM Fireside Chat," Bruce Temkin & Susan Haufe discuss healthcare experience in the current pandemic environment. The post XM Fireside Chat: Healthcare Experience With Bruce Temkin And Susan Haufe appeared first on Experience Matters.

Deep Dive into NPS with the UK Consumer Study

MaritzCX

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media.

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Daily Dose of OPTIMISM! Find Your Version of Giving, Big or Small

Customer Bliss

In each episode of the Daily Dose of OPTIMISM, I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below.

Video 172

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

4 Lessons From Amazon’s Bungled TV + Shopping Integration

Kerry Bodine

Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut , which premiered on March 27, 2020. It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future.

How to Measure Customer Experience During a Global Crisis (Part 1)

IntouchInsight

Buying habits are changing, and now is the time to reconsider your customer experience strategy. Take this opportunity to reintroduce your brand to your customers and cultivate loyalty that extends far beyond the next few months

Tips to Keep Your Mind & Body Healthy While Working from Home

MaritzCX

With everything going on in the world, many workplaces are making the switch to having their employees work from home. And as nice as it sounds to get to stay home all day, it can take quite a toll on physical and mental health when routine changes.

Tips 260

Assessing your Contact Center Solution

NICE inContact

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. Call Center Best Practices Advantages of the Cloud Customer Experience

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.

The Power of Expectations

Horizon CX

By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX. Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses.

Hotels 141

How To Make Your IVR Not Suck

Jacada

Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More. Jacada Blog

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The COVID-19 field service challenge: ensuring business continuity with remote support

TechSee

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications.

Burning Questions: PCI Compliance in the Contact Center

NICE inContact

The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Every Great Leader Has an Experience Book. Do You?

Steve DiGioia

The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed.

How To Create a Better CX With Agent Scripting Software

Jacada

Imagine you’re calling your telecom to get help with a broadband router problem. At the start of your call, you say, “I’m having trouble connecting to the Internet. I have two computers connected through a wireless router and neither can connect.

Tips from Totango Team: 7 Ways to Work Smarter from Home

Totango

At Totango, we’re about success. Your customers’ and your own. So, now that everybody’s working remotely, we asked around our virtual office for suggestions of how to be more successful conducting business at home.

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The Boss Can Kill the Customer Service Buzz

ShepHyken

Back in my high school and college days I worked at a gas station. We were a self-service station, so our role was that of cashier more than anything else. One very cold morning I noticed an elderly woman drive into the station. She was probably 80 years old.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.