Sat.May 02, 2020 - Fri.May 08, 2020

Building a Customer Experience (CX) Strategy

VDS

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”.

Six Ways Journey Mapping Can Drive ROI

Heart of the Customer

When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs.

ROI 95

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How to Build a Multi-Skilled CX Team

GetFeedback

The top 9 skill sets you need in your core customer experience team in order to succeed. Articles

How To 299

How to Build a World-Class Customer Experience Program

inmoment

Though every organization needs a customer experience (CX) solution tailored to its own industry, challenges, and strengths, there are several fundamental traits that all successful CX programs share. .

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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.

Three Phases For Heading Back To Business

Experience Matters

Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters.

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The State of B2B Customer Experience Report

GetFeedback

Our 2020 research reveals a new outlook on the CX space and how to thrive in it. Reports

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Smart Speakers Give Companies a New Way to Collect Customer Feedback

MaritzCX

MaritzCX Continues to Focus on New Innovative Ways to Deliver Better CX A new method of Customer Experience data collection is emerging with Natural Voice. Everyone’s heard of Alexa, Siri, Google Home and Cortana, all Voice Recognition Software.

How Do You Engage Employees? Adopt The Five I’s

Experience Matters

One of the key goals of any Experience Management (XM) program needs to be employee engagement. This is not only a critical outcome for Employee Experience (EX) efforts, but it’s also a critical input to delivering great customer experience.

3 Essentials For Making the Work From Home Call Center Work For You

NICE inContact

After spending the last couple of crazy months executing all of our contact center business continuity plans in response to the global COVID-19 pandemic, let’s pause for a moment to reflect on what’s next for the work from home call center.

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.

Did You Hear That? The Importance of Listening during Uncertain Times

Vision Critical

We’ve heard it said over and over again: these are unprecedented times. Every interaction—from the small-scale to the large-scale—is intrinsically different than it was prior to COVID-19. It is crucial for companies to prioritize people, both customers and employees.

Re-Launching a Legacy VoC Program

MaritzCX

It’s important to challenge your way of thinking when it comes down to managing the customer experience, because there are always opportunities to improve how customers can communicate their feedback.

How To Deliver Consistent CX With Your Stressed-Out Workforce

Jacada

Corporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably. With millions of Americans unable to get to the office, telecommuting isn’t just popular today - it’s necessary to continue doing business. Read More.

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Customer Experience a Key Differentiator in Competitive Pet Health Insurance Industry

NICE inContact

Did you know that Lassie received the very first pet insurance policy in the US in 1982? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US.

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!

How to Revise Employee Experience for Social Distancing

Experience Investigators by 360Connext

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon.

5 Insights from Horst Schulze on Leading with Purpose

Customer Bliss

During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast!

Hotels 137

How to Provide Certainty Even During Times of Uncertainty

Experience Matters

Last month, at the XM Institute, we held our second ever XMPN Virtual Meetup. We met with experience management (XM) professionals from around the world, with most reigning from the APJ region and Africa. The bulk of the conversation was centered around applying XM during this time of crisis. We anchored this part of the discussion around four experience design-based tips for leaders, one of those tips being “choose certainty over uncertainty.”

Tips 136

Customer Experience a Key Differentiator in Competitive Pet Health Insurance Industry

NICE inContact

Did you know that Lassie received the very first pet insurance policy in the US in 1982? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US.

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.

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Five)

Calabrio

Here at Calabrio, like many companies, we are entering our eighth week working from home. For a team where the majority are based in an office environment, we have now passed the phase where working from home is an experimental novelty. By now, we have settled in.

Don’t Let Your Customers Fall in the Expected Experiences Gap

ShepHyken

I’ve written about the concept of a “gap” a number of times over the years. Each time, the gap was different. The first time, I shared Dan Sullivan’s principle about the gap between the goal you wanted to achieve and your actual results, if you didn’t hit the goal. The difference was the gap.

Brands 112

Salesforce FSM: 6 Tools that Drive Technician Enablement

TechSee

Modernizing field service management (FSM) has become a priority for many organizations in a sector largely defined by legacy systems and outmoded practices.

Tools 109

3 Essentials For Making the Work From Home Call Center Work For You

NICE inContact

After spending the last couple of crazy months executing all of our contact center business continuity plans in response to the global COVID-19 pandemic, let’s pause for a moment to reflect on what’s next for the work from home call center.

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

COVID-19 Impacts on Contact Centers & Our Company

Cyara

My heart goes out to everyone affected by COVID-19; these are truly challenging times. I wanted to share some helpful, data-driven industry insight gathered from our contact center customers, and some ideas of ways to bring teams closer together even as we’re forced to work apart.

Maintaining Customer Relationships During a Pandemic

Wired and Dangerous

CX (customer experience) has been hot for a few years.

5 Top Customer Service Articles For the Week of May 4, 2020

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. Customer Experience is the way! But where is its value?

5 Beta Program Tips to Live By from Industry Superstars

Centercode

The only certainty in these unpredictable times is that your customers know what they want — and they’re eager to talk about it. That’s what makes securing customer feedback more crucial than ever.

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.