Sat.May 09, 2020 - Fri.May 15, 2020

What essential retail can teach us about prepping for the next normal

SMG CX

As states take varying levels of action to reopen their economies, the safest way for brands to resume operations is to leverage the hard-earned lessons from essential retailers. We set out to determine what this next normal will look like. Industry Trends CX Programs

Incorporating Customer Feedback in your Business Planning

IntouchInsight

Customer feedback is a critical tool for every business. It allows you to decide if you're going to follow the trends set by your competitors, or respond to what your specific customers are expecting as the world around them changes

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7 Reasons for Failure When Adopting a Customer First Strategy

C3Centricity

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture?

How to Be Ready to Serve Customers in the New Normal

Integrity Solutions

What’s next – in how we’ll serve customers, lead teams, and collaborate with each other? Originally Published As a Guest Blog on SellingPower.com By Mike Fisher.

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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.

Governance Structure: How to Take Your CX Team Cross-Functional

GetFeedback

Establish these five committees to properly structure and govern a cross-functional CX program. Articles

More Trending

What is a Voice of the Customer Program and how do you start one?

Lumoa

Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. It can also act as a springboard for future innovations. The goal of VoC is to give businesses a detailed understanding of what the customers' needs and wants are.

Consider the Employee Journey When Improving Workplace Experiences

Experience Matters

Engaged employees make a big difference inside organizations because of the higher level of commitment and contribution they bring to their work. However, many organizations still struggle to manage employee experiences in a manner that results in engaged employees.

How to Create Your CX Program Charter

GetFeedback

The CX charter is a concise document that defines roles, responsibilities, timelines, and outcomes for your cross-functional CX program. Articles

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The Pandemic Trigger: It’s Time To Update Your Journey Maps

Kerry Bodine

We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date.

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.

SheTech Summit Takes Girls to New Heights

NICE inContact

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve.

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Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner When the World’s on Fire

BlueOcean

It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty.

Salesforce Trailhead: Build a CX Program With GetFeedback and Salesforce

GetFeedback

GetFeedback has partnered with Salesforce on a new trail to help Salesforce employees guide customers on building a best-in-class customer experience (CX) program. Tools

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HR Leaders: It’s Time to Build Your XM Skills

Experience Matters

Over the last few years, it’s been great to see a rising number of HR professionals focusing on Employee Experience (EX) and driving more engaged, high-performing workforces. This has only enhanced my belief that EX represents a critical opportunity for the entire HR profession to increase its value. By definition, EX is the collection of experiences and interactions that employees have with their employers.

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!

SheTech Summit Takes Girls to New Heights

NICE inContact

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve.

How to Pitch New CX Initiatives & Overcome Objections of Decision-Makers

Experience Investigators by 360Connext

Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids’ table and be quiet while the adults chat.

Customer Journey Map – the Top 10 Requirements

Heart of the Customer

It’s hard to believe it’s been seven years since I launched my customer experience consultancy, Heart of the Customer, way back when CX was still in its infancy.

We’ll Be Stronger When This Is Over

ShepHyken

I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts.

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.

CXone Enables Companies to Provide Exceptional Customer Experience Globally

NICE inContact

As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based

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Omnichannel Customer Support – a Shopping Checklist

Comm100

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement.

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

Calabrio

I want to start off this week’s column by thanking everyone who has been reading along here on the Calabrio blog, on TMCnet, and those of you that have reached out via email and social media to share your own stories.

A Guide to Successful Field Service Outsourcing during a Crisis

TechSee

Outsourcing is nothing new for field service organizations. For years, third parties have been used to increase service coverage, meet temporary spikes in demand or handle simple tasks more cheaply than full-time employees.

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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

CXone Enables Companies to Provide Exceptional Customer Experience Globally

NICE inContact

As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based

4 Reasons Why Omnichannel is Now Key to Customer Support

Comm100

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX).

Guest Post: Can I Ever Trust You Again?

ShepHyken

This week we feature an article by Jeremy Watkin, a Product Marketing Manager at 8×8. He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust.

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3 Reasons Why We Let Businesses Take Us For Granted

Steve DiGioia

I saw him, I did. He’s in that little hut with his face buried in his cell phone. He saw me drive up; I know he did – he looked right at me. I’m now waiting at the gas pump – it’s only 3 feet away from him.

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.