Sat.Jul 18, 2020 - Fri.Jul 24, 2020

How to Succeed in Leadership, Marketing, Innovation and Insight

C3Centricity

Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941.

Customers Want Personalized Experiences and Privacy: Can They Have Both?

Experience Investigators by 360Connext

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

The secrets of Gymshark’s customer-centred success

Vision Critical

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical. Retail

The Definitive Guide to ONLINE Customer Experience Events

Kerry Bodine

While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s no clear indication of when the global events industry will get back to some kind of new normal.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

5 Strategies for CX Excellence

PeopleMetrics

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are!

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Part 1: Achieving Customer Support Excellence

Team Support

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.”

The Big Mistake People Make With Artificial Intelligence

Beyond Philosophy

The Big Mistake People Make with AI. Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes.

Three Strategies to Quickly and Effectively Recover Customers

inmoment

Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business.

Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

NICE inContact

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Bridging the Gap Between Product and CX

GetFeedback

Three ways for CX and Product teams to work better together in optimizing the customer experience. Articles

Changing Passwords Sucks! 5 Tips To Make It Better

Kerry Bodine

This past weekend I tackled a long overdue task: Changing all of my old and not-so-secure passwords. What can I say… These are exciting times.)

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The Value of CX (Part 2): Advancing the Maturity of CX

Vision Critical

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Q: In your last post , you referred to NPS being a single stage in CXM maturity. Can you elaborate on the maturity model?

NPS 141

Call Center Software, Customer Experience as Survival Tools for Small and Medium Businesses (SMBs)

NICE inContact

Challenging times can present opportunities to reassess. Even as they preserve cash and scale back, SMBs need to double down on customer service and the customer experience. Call center software can be a key driver—and a bridge to the other side of the crisis

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Top 150+ Global Customer Experience Thought Leaders and Influencers of 2020

Storyminers

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

Truth in Teamwork: How cross-functional collaboration drives remote resolutions

TechSee

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed.

The secrets of Gymshark’s customer-centred success

Vision Critical

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical. Retail

20 Call Center Software Features that Can Help Organizations Address Their Most Pressing Challenges

NICE inContact

If you're a call center looking for software, you have a lot of options to choose from. Similar to cars, call center software packages range from low-cost, low-feature options to platforms with a lot of bells and whistles and a high price tag to match.

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!

Would You Fight to Make Your Customers Happy?

ShepHyken

These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy.

Customer Care Versus Gossip – Tip #8

Steve DiGioia

The other day I heard some people complaining about poor customer service. Each shared their complaints about a past shopping trip that irked them enough to commit the story to memory (those are the worst kinds).

The Value of CX (Part 2): Advancing the Maturity of CX

Vision Critical

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Q: In your last post , you referred to NPS being a single stage in CXM maturity. Can you elaborate on the maturity model?

NPS 130

The Big Mistake People Make with AI

Beyond Philosophy

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Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

KPIs, Analytics and Data: The Right Tools for the Job

Vanilla Forums

While most Community Professionals may think that coming up with what KPIs should be measured is a difficult task, I’ve actually seen more failure in how the KPI measurement is executed and how the data is reported. Community

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A celebratory toast to customer success, CX innovation and helping others

Talkdesk

There’s an ancient proverb that reads, “If you want happiness for a lifetime, help someone else.” The world’s greatest thinkers, for centuries, have agreed that, at its core, happiness comes from helping other people, and we see evidence of this everywhere today, even in the smallest ways. .

Covid-19: How Has the Pandemic Affected Life Events?

Brandwatch CX

Covid-19

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Can Your Front Line Team Provide a Great Service Exit?

Wired and Dangerous

The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.