Sat.May 08, 2021 - Fri.May 14, 2021

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Customer Experience Management Defined: How is it Different From CX?

Experience Investigators by 360Connext

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey.

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The Best Customer Experience Needs the Best Agent Experience – Expert Commentary

Comm100

Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once considered an ephemeral buzzword that would fade away, these same organizations now boast of their CX-first culture that puts customer experience at the forefront of everything they do. The reason for such a rapid and overwhelming change of heart is simple and unsurprising.

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The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World

BlueOcean

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Read on to discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.).

Loyalty 156
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Driving change through the post-support case interaction survey

GetFeedback

How CX leaders embark on the journey of asking, listening, and acting on customer insights.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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How AI Impacts Contact Center Agents

NICE inContact

Change management is part of every successful technology transformation effort. You can nail the technical implementation, but if the people using the new capabilities aren't on board, your project will struggle out the gate.

More Trending

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Follow the Chain of CX Value to Drive Impact

Heart of the Customer

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest. Success requires finding the sweet spot where an improved experience leads your customers to spend more with you, stick […].

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Best places for customer service certification & training

GetFeedback

Learn why earning a customer service certification will benefit your business and find organizations offering training and certifications.

Training 195
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What Customers Really Think of Chatbots

NICE inContact

Ready for a statement that will make you think? Gartner predicts that 85% of customer interactions will be managed without humans in 2021. This might be a scary notion for agents who are sensitive to job security but rest assured that human agent jobs aren’t going away. Why? The Contact Center is still inherently a forum for human engagement. The 85% of interactions that can be offloaded from human agents will be represented by the pesky repeat issues and questions that customers have that can s

Chatbots 156
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Amazing Business Radio: Ron Karr

ShepHyken

Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. Shep Hyken interviews Ron Karr, CEO of Karr Associates, Inc. and author of The Velocity Mindset. They discuss the impact of empathy in delivering customer-focused service. . Top Takeaways: . Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our customers and slows down the process.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Top 3 Takeaways from Kerry Bodine’s Alida Activate Keynote

Alida

Last week at Alida Activate, a customer experience (CX) masterclass event, Kerry Bodine took to the virtual stage for an unforgettable keynote on Demystifying Customer Experience. Kerry provided meaningful insights into what it takes to deliver exceptional customer experiences, and how to champion CX transformation within your own organization. With such an information-packed session, it wasn’t easy, but we’ve narrowed down our top three takeaways from Kerry’s spectacular keynote presentation.

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Transactional NPS (tNPS)

GetFeedback

Learn why transactional NPS surveys are valuable for your business and when it’s appropriate to use them.

NPS 221
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Exceptional? Sales? ?People? ?Deserve? ?to? ?Sell? ?Outstanding? ?Products

TechSee

Here at TechSee, we are incredibly proud of what we’ve created and what it has to offer. In the span of only six years, we’ve established ourselves as the market leader in visual assistance, selling to more than 100 Tier-1 leading enterprises worldwide. Our patented Computer Vision technology uses AI and AR to install and fix technical devices like routers and appliances in the most straightforward and cost-effective way.

Sales 109
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What’s Normal for Us Can Be Amazing to Others

ShepHyken

During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If you’ve been following my work, you already knew that.). In the speech, I’ll ask audience members to share an example of when they created that experience.

Course 164
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Uncover and Action Comprehensive Insights with Flexibility

Alida

Voice of the customer (VoC) and customer experience (CX) initiatives are becoming more important every day. As customer expectations skyrocket and buying behaviors turn on a dime, companies are tasked with keeping up—something nearly impossible to do without some level of insight into what customers want and are expecting.

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Contribute Meaningfully: The Power of a Research Strategy

dscout People Nerds

Chris Geison walks us through the distinctions between “strategic research” and “research strategy” to unpack how the latter is the key to improving team bandwidth and securing a seat at the table.

Strategy 126
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5 Ways Ecommerce Brands Can Increase Customer Loyalty

ModSquad

Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Creating loyal customers is more essential to your ecommerce business plan than attracting new buyers. It can cost five times more to attract a new customer as it does to retain existing buyers. Keeping customers is a company-wide effort; here are five ways to build your customer’s loyalty.

Ecommerce 119
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5 Top Customer Service Articles of the Week 5-10-2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. (CustomerThink) How do you, as a business owner, introduce processes and initiatives to streamline your customer support in order to win over your customers?

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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How Support Teams Can Improve Customer Retention

Help Scout

Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.

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How Good A Liar Are You Really? Does Lying Affect Your Customer Experience?

Beyond Philosophy

This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands.

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Is NPS right for you?

Zeisler Consulting

Does NPS make sense for you? Let’s try this thought experiment: Say you’re a plastic surgeon, specializing in a bespoke and specific sort of work that’s…um, shall we say, personal in nature. Naturally, all plastic surgery is by definition personal, but I mean that your specialty is the sort of thing that people… just don’t talk about , whatever that may be.

NPS 93
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The disfavor means that courts will scrutinize the agreements carefully.

Wired and Dangerous

Most convenient way to automatically deposit your checks each payday. Just point and click to deposit checks from almost anywhere, anytime. Exclusively for Chase checking customers, Chase First Banking helps parents teach teens and kids about money by giving parents the control they want Make payments securely at chase.com or with your mobile device.

Banking 91
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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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Customer Story: Brain.fm

Help Scout

When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. But what does this actually mean? For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. Brain.fm was founded in 2003 by Adam Hewett with the goal of helping people focus, relax, and sleep by way of neuroscience-backed functional music.

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The Practical, No Nonsense Guide to Starting a Career in User Research

dscout People Nerds

There is no “right” path for becoming a user researcher. We walk through tips for accumulating the skills you need to get started in UX with a flexible budget and schedule.

Tips 108
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GOL Airlines Launches New Features for its Virtual Assistant with Inbenta

Inbenta

WhatsApp chatbot and check-in. GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. Still unprecedented in the segment, the platform was launched at the end of last year. Until then, WhatsApp was only used as a pilot channel, used by customers to ask questions to human agents, without any bot involved.

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Can anybody tell me what is procedure for live and liscene agreement?

Wired and Dangerous

Note: The above calculator is for legal fees and/or stamp duty in respect of the principal document only. Usually there are other fees and charges payable such as legal fees for subsidiary documents, GST and other disbursements (out-of-pocket expenses). To get a full quote for your particular circumstance, please contact: Ms Ma Pin Yen (pinyen@gtrz.com.my), Ms Lee Fong Ling (fongling@gtrz.com.my) and Ms Lee Yun Zhi (yunzhi@gtrz.com.my).

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Brick & Mortar Retail Relevance: How to Stay Ahead of the Curve

Speaker: Jay Black, Senior Account Executive

Let's set the record straight: in-store retail isn't dead - it's evolving! Faced with the digital age and the demands of omnichannel shopping, some retailers are thriving while others are struggling to adapt. Join Jay Black in this exclusive session as he explores the strategies that set successful stores apart, including: Crafting unique and unforgettable in-store experiences 🛍️ Mastering the art of retail demands 🛒 Navigating inventory challenges in today's climate 📦 an

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TSIA Interact Spring 2021: Key Takeaways

Education Services Group

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. With so many impressive sessions and speakers, it was hard to choose which to attend each day!

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Cha Ching! How Support and Success Join Forces to Drive Revenue

Team Support

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. It was a provocative statement to introduce the session. What did they mean ?

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Top 5 Customer Success Takeaways from TSIA Interact 2021

ChurnZero

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. The event offered an opportunity for thousands of attendees to collaborate with one another and with TSIA member companies like DocuSign, RingCentral and ServiceNow. The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS. .