InMoment XI
NOVEMBER 25, 2015
From all of us here at the CX cafe we want to wish you a Happy Thanksgiving. Thank you for all you do for the CX world and for your readership. We all have had great customer experiences, so we wanted to highlight some of the great CX practitioners that have made our customer experiences exceptional. View Article.
Experience Matters
NOVEMBER 26, 2015
Whether or not you’re celebrating Thanksgiving, I hope that you have a wonderful day and take the time to give thanks for the many positive things in your life. And while your being thankful, here are some ways to earn thanks from your customers: Every Thanksgiving I also like to share this picture. It demonstrates how important it is to understand your audience and to consider the subtle elements of experience design.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ijgolding
NOVEMBER 24, 2015
Followers of my blog will know that I have traveled extensively over the last four years. In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In 2016, I am already scheduled to work in North America and the Middle East as well as continuing my efforts in Europe and Africa. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience.
Customer Bliss
NOVEMBER 24, 2015
Experience reliability is hard to achieve. The root cause of this lies firmly in the fact that there is no reliability in how to do this work. The selection and improvement approaches vary by silo and leader priority. In most companies, a deeply rooted one-company approach to caring about (and improving) customer experiences and customer lives does not exist.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
InMoment XI
NOVEMBER 25, 2015
[Slideshare] Some data about the imperative of CX, its ROI, and its important future trends. Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
NOVEMBER 23, 2015
Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Supervisors pull their hair out anticipating another 1-on-1 conversation with an unruly, eye rolling agent who hasn’t grasped what was expressed during previous coaching sessions.
CX Journey
NOVEMBER 27, 2015
Image courtesy of hellojenuine How often do you say "thank you" to your customers? Yesterday, across the United States, individuals and families celebrated Thanksgiving and set aside some time to give thanks for all of the blessings in their lives. While it's awesome to have a day set aside just for that, it's never a bad thing to adopt an attitude of gratitude every day.
InMoment XI
NOVEMBER 25, 2015
From all of us here at the CX cafe we want to wish you a Happy Thanksgiving. Thank you for all you do for the CX world and for your readership. We all have had great customer experiences, so we wanted to highlight some of the great CX practitioners that have made our customer experiences exceptional.
Experience Matters
NOVEMBER 23, 2015
Congratulations to winners of Temkin Group’s 2015 Customer Experience Excellence Awards : EMC Global Services , Safelite AutoGlass , and SunPower.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Experience Investigators by 360Connext
NOVEMBER 23, 2015
It’s the time of year we do our best to be grateful. In the United States, we typically do this in part with a turkey dinner and family time in honor of Thanksgiving. But how can we make customer appreciation a living part of the customer journey? Here are 5 easy ways to express customer […]. The post 5 Customer Appreciation Tweaks Customers Will Gobble Up!
Beyond Philosophy
NOVEMBER 24, 2015
I have a confession to make: I am an easy interview. Why? People easily sway me. Despite my status as a hiring wally , I have hired many people in my career. Most of them have been great. So how did I do this? To quote a fellow Brit, “I get by with a little help from my friends.”. What I have done to good effect is to get different people from across the organization to interview the person as well.
InMoment XI
NOVEMBER 25, 2015
[Slideshare] Some data about the imperative of CX, its ROI, and its important future trends. Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered.
Comm100
NOVEMBER 25, 2015
When the live chat going gets tough you might think to yourself, what do customers truly expect from me? I’m not a mind reader, after all. But several live chat features make it easier than ever to anticipate customer pain points—and with proactive chat, you can dazzle customers by reaching out before they even think to make their way to the “contact” page.
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
CX Journey
NOVEMBER 24, 2015
I originally wrote today's post for Mattersight. It was published on their blog on May 29, 2015. Placing a call to customer support just got a little nicer and a little easier. Think about the last time you called a company's customer service number. Did you feel like you connected with the rep who answered the phone? Did the approach the rep took with you fit how you talk to others?
Win the Customer
NOVEMBER 23, 2015
Real insight into the psyche of customers is rarely achieved today. But with the right process and focus on key data points, information can be leveraged to improve customer experiences throughout the entire customer journey. Little did Rodgers and Hammerstein know in 1951 that their song “Getting to Know You” written for the musical “The King and I” would become […].
InMoment XI
NOVEMBER 25, 2015
From all of us here at the CX cafe we want to wish you a Happy Thanksgiving. Thank you for all you do for the CX world and for your readership. We all have had great customer experiences, so we wanted to highlight some of the great CX practitioners that have made our customer experiences exceptional.
Up Your Service
NOVEMBER 23, 2015
The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important. In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Influitive
NOVEMBER 24, 2015
Ever wonder if you’re on the right career path? Take our quiz to find out which marketing role would really suit you (based on some *incredibly* scientific questions). You’ll also find out how to take your career to the next level and get to share your results with your network. Content loading… Sign up for our newsletter to receive the latest advocate marketing news and best practices.
Magellan Solutions
NOVEMBER 26, 2015
The Philippines produces thousands of nursing graduates every year. However, what was once a ticket to greener pastures in other countries has turned into a dead-end for many who are unable to find paid work locally and abroad. After years of hiring nurses from the Philippines, foreign countries have put restrictions on recruitment, with some opting to train medical workers from their own land.
InMoment XI
NOVEMBER 24, 2015
Michelle Turner, Senior Director of Innovation and Product Management at MaritzCX, discusses the power of text analytics to enable organizations to analyze unstructured feedback from blogs, social media, forums, comment boxes, emails, and any other source.
Beyond Philosophy
NOVEMBER 26, 2015
Airbnb’s business continues to grow, as do the concerns of many hotel chains. But not Hilton. Their CEO claims the Airbnb business is a segment of the market and nothing more. Whilst I agree that the Airbnb is a different segment of guest, ignoring the Airbnb segment is to Hilton’s peril. Why? It indicates a change in business as usual. The idea is disruptive to how people choose to stay away from home.
Advertisement
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?
Influitive
NOVEMBER 26, 2015
Those who work at not-for-profit organizations love being part of a community. That’s why Blackbaud , a non-profit software solutions provider, launched a customer advocacy program to engage and connect with its 30,000 customers. However, the program didn’t give Blackbaud’s passionate advocates many activities to do—or a lot of professional perks. Amy Bills , Customer Marketing Director at Blackbaud, knew they could do better if they rethought their approach to customer advocacy.
Think Customers
NOVEMBER 23, 2015
"Imagine a world where the only thing you have to wrestle for on Thanksgiving is the last piece of pumpkin pie." That voice-over to the opening of the new TJ Maxx, Marshalls, and HomeGoods commercial promoting the stores' closure on Thursday. The spot asks viewers to hearken back to a time when Thanksgiving meant eating too much and falling asleep on the couch with your family rather than fighting shoppers in crowded stores for a 40-inch smart TV that's on sale.
InMoment XI
NOVEMBER 24, 2015
Michelle Turner, Senior Director of Innovation and Product Management at MaritzCX, discusses the power of text analytics to enable organizations to analyze unstructured feedback from blogs, social media, forums, comment boxes, emails, and any other source.
Beyond Philosophy
NOVEMBER 22, 2015
How do you lead in times of turmoil or growth? The answer is: leadership and communication. In times of turmoil, people look to leaders to lead. All too often in corporate life, however, these times are when leaders run and hide. To that end, here are ten things leaders need to do in times of turmoil and growth : Be seen and seen often. Their teams need to see them as a constant even when everything else is changing.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, 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.
iPerceptions
NOVEMBER 25, 2015
Retailers worldwide are preparing for the most profitable time of the year, striving to make this holiday season the most lucrative yet. As always, a number of new trends are impacting the ways customers approach holiday shopping, and retailers must be on top of these developments to gain an edge.
Andrew Mcfarland
NOVEMBER 24, 2015
Anyone who has witnessed corporate bungling of major customer service snafus realizes that not all apologies are created equal. Anyone even remotely interested in their customers should read HBR’s article titled “ The Organizational Apology.” This excellent article made me think of T-Mobile’s response to revelations that user data had been hacked via [.].
InMoment XI
NOVEMBER 24, 2015
Michelle Turner, Senior Director of Innovation and Product Management at MaritzCX, discusses the power of text analytics to enable organizations to analyze unstructured feedback from blogs, social media, forums, comment boxes, emails, and any other source.
Expert insights. Personalized for you.
200 
Let's personalize your content