Sat.Mar 14, 2020 - Fri.Mar 20, 2020

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize star employees and generate new leads.

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5 Ways To Rethink Customer Experience In The Face Of The Coronavirus

Kerry Bodine

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for.

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7 Ways to allocate your customer experience resources more wisely

Lumoa

When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough. Feed generated with FetchRSS

6 Ways to Provide Meaningful CX During a Global Crisis

GetFeedback

How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Making the Automotive Service Experience Exceptional: Part 2 of 3

MaritzCX

Taking Care of Your Customers “During” In our last blog, which you can view here, we talked about the Before stage of Automotive Service. Now we will be going over the second part of an Exceptional Service Experience which is, of course, During the Service itself.

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Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.

C3Centricity

Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building. From the outside, others see marketers as those who come to work late and seem to party all night.

The Catalogue of Customer Experience Metrics

GetFeedback

The most popular CX metrics catalogued by purpose and best use case. Guides

Innovative Lessons from the Miracle Mets of 1969: Part 3 of 3

MaritzCX

This is the final post in a 3 part series. Read the first two parts: Part 1 | Part 2 How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago A Nostalgic View of Baseball The 2020 baseball season will shortly be getting underway in the wake of some. View Article.

XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger

Experience Matters

During this "XM Fireside Chat," Bruce Temkin & Benjamin Granger discuss the path to Experience Management (XM) maturity. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger appeared first on Experience Matters. XM - Experience Management

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Giving Employers a Pulse on Employee Needs During COVID-19

Vision Critical

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for 90 Days. Employee Engagement

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5 Ways to Prove Your CX Metrics Are Impacting Business Results

GetFeedback

How to connect your CX results to the overall performance of your organization. Articles

In this Time of Coronavirus…Let Goodness in Business Prevail. Human and Financial Prosperity Will Follow.

Customer Bliss

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic.

How to Keep Your Customer Experience Momentum

Experience Investigators by 360Connext

We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago.

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The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Contact Center Call Recording: What you need to know

NICE inContact

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in. Call Center Compliance Call Recording Contact Center Trends & Insights Call Center Best Practice

The Top 4 Customer Loyalty Metrics

GetFeedback

How to measure customer loyalty across your customer experience program. Articles

AI Chatbots in the Contact Center – Help in a Crisis

Comm100

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them.

How have the Americans reacted to the coronavirus?

QuestionPro Audience

The coronavirus (COVID-19 virus) has taken the world by storm, originating in China and spreading rapidly across continents. China alerted the WHO on the 31st of December 2019 about an unknown virus causing unusual pneumonia among the residents of Wuhan, a port city in the central Hubei province. .

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.

5 Reasons Why Business Process Outsourcers are Transitioning to Cloud

NICE inContact

With contact centre BPOs around the globe migrating from on-premise to cloud technology, competitive organisations are left asking: is my BPO next?

The Top 3 Customer Experience Metrics

GetFeedback

The top CX metrics—NPS, CSAT and CES—and how to use them successfully. Articles

How Can Small Businesses Weather the COVID-19 Storm?

Comm100

Since the emergence of COVID-19, its impacts have been wide-spread and hard-hitting. However, it is not only our individual health that stands at risk to this epidemic. It’s also posing threats to the health of businesses, with many small businesses bearing the brunt.

How To Promote Customer Loyalty in the Age of Complexity

Jacada

Conventional wisdom accepts it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer. Read More. Jacada Blog

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Senior Engineering Manager on a Lifelong Career as a Woman in Tech

NICE inContact

Today’s software engineers are far from stereotypes. At NICE inContact, we take pride in the fact that innovation and technical prowess comes in all genders, ethnicities, religions, etc.

5 Ways to Provide Meaningful CX During a Global Crisis

GetFeedback

How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles

AI Chatbots in the Contact Center – Help in a Crisis

Comm100

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them.

In this Time of Coronavirus…Let Goodness in Business Prevail. Human and Financial Prosperity Will Follow.

Customer Bliss

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Contact Center Agent Training: Key to Engagement and Customer Experience

NICE inContact

We’ve all heard it a hundred times before – “Happy agents make happy customers.” And it’s become a contact center mantra for good reason – a recent Gartner Survey indicated that 86% of customer experience execs point to Agent Experience (AX) as the single greatest factor impacting CSAT!

Why User Research & User Testing Are So Important

Vision Critical

In today’s world, seamless user experience (UX) is fundamental to driving online conversions and maintaining customer loyalty. Product Innovation

How Can Small Businesses Weather the COVID-19 Storm?

Comm100

COVID-19 has had a wide-spread and hard-hitting impact on everything and everyone. It’s not only our individual health that’s at risk (to be sure, this is the most important consideration); the health of businesses – especially small businesses – is under siege.