Sat.Jan 11, 2020 - Fri.Jan 17, 2020

How complex does a journey map need to be?

SuiteCX

We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. It was really a fascinating class – smart and discerning. There were a number of common questions and comments from both beginning and advanced CX Architects/Mappers.

B2C 130

How can ratings + reviews be leveraged to increase revenue and prove ROI?

SMG CX

In today’s digital world, one of the most impactful ways to boost business outcomes and quantify ROI is through an effective and efficient online reputation management solution. The financial impact ratings + reviews has on a brand is staggering. CX Programs Social CX Omnichannel

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”.

The 2020 Guide for CX Goal Getters

NICE inContact

2020 holds massive potential for planning and achieving your CX goals! Because we have access to tremendous insight on what customers are looking for in service and brand experience in the coming year.

Sales 156

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

5 Customer Validation Skills You Need in 2020

Centercode

5G, AI, self-driving cars — in no time at all, we’ll be looking back and saying, “Oh, those old things?”

More Trending

5 Steps to Improve Your CX Strategy in 2020

inmoment

With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . But the development and execution of a successful CX strategy can present serious organizational challenges. Here are several tips to help your business maintain company-wide alignment and reap the benefits of CX transformation. Assemble the right team.

Customer retention is the new religion

Hello Customer

January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management.

Guest Post: How One Bold Move Helped this Firm Survive (and Thrive!) in The Great Recession

ShepHyken

This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession.

CX Lessons from 5 Thriving Industries

CX University

We all understand that having a great customer experience (CX) affects everyone as customers, and an exceptional CX drives revenues and growth.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Guest Post: Best Way to Engage Customers, Gather Feedback and Engender Brand Loyalty? Think Customer Advisory Boards

Heart of the Customer

Today we feature an article by Rob Jensen who writes about the benefits of customer advisory boards and how they are a way to improve executive engagement. These days, there seems to be a lot of talk about customer experience.

How emotions influence education

Experience Investigators by 360Connext

Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do. 1.Emotions drive decisions for learners and customers alike.

Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together

Totango

Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value.

Customer Service – The Social Way

NICE inContact

Customer service is changing rapidly and fundamentally. In their private life, Millennials and Gen Z have long since abandoned outdated ways of communicating with each other – today, “the screen” is the place to be (and interact), whether it’s Facebook, WhatsApp, Twitter or any other social network.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

CX Consulting 101: Mobilize Your Employees to Deliver Better CX

Strativity

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you.

Call Center Automation Depends on Collaborative AI

TechSee

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020.

6 Experts Share How They Use Customer Feedback to Build a Better Product

Gainsight

There is no shortage of feedback these days. But what is everyone doing with it? When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback.

Call Center Tech: What are the Top 4 Benefits of AI-powered Customer Service?

Advantage Communications

The be-all and end-all of your organization is customer service. Whether your business is customer facing or B2B, delivering a world-class customer experience (CX) is what will set your company up for future growth and increased profitability.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

4 Steps for a Better Digital Experience

Interactions

Consumers are more connected than ever before. In the last few years, businesses have been in a race to add channels of communication to better reach their customers where they are. And it has worked, to an extent. I now have the capability to schedule a doctor’s appointment through an app.

Connecting Research to Results #3 – Where is Your Customer Retention Leaking? And How Do You Fix it?

Gold Research

Companies spend over $1 Billion every year to retain the customers they have acquired. A few companies understand the key logical and emotional drivers of customer loss or measure the impact of their efforts beyond basic VoC statistical analysis or “rescue program” calculations.

Employee Experience: Seeing the Forest for the Trees

MaritzCX

Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.

Interview With CX Ambassador Myshka Sansoin

GetFeedback

Interview with CX Ambassador and expert Myshka Sansoin of BRP. She reveals her successes, challenges, and pains from her many years in the CX industry. Articles

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Just Say No To Silver Platters — And Yes To Co-Creation

Kerry Bodine

I worked at an advertising agency for just over a year. (A A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client.

3 Essential Lessons Leaders Must Embrace to Transform Experience

Customer Bliss

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are.

The Importance of Onboarding in the Automotive Industry: Part 1

MaritzCX

The Automotive Employee Journey Let’s start with some good news. According to Tinypulse.com, 91% of employees are retained by an organization with an effective onboarding process and 69% of new hires are likely to stay for three years if there is a well-structured onboarding programme in place.

How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

Steps to dentifying the weaknesses in your customer journey that, if improved, will lead to improved customer satisfaction and better business performance. . Articles

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.