Sat.Jul 04, 2020 - Fri.Jul 10, 2020

Why Journey Map? 3 Problems They Can Solve

Experience Investigators by 360Connext

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind. What do you see?

The 6 CX Fundamentals of Organizational and Human Adaptiveness

eglobalis

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How to Achieve Meaningful CX Measurement for CX-Based Compensation

inmoment

The Coronavirus pandemic has left no aspect of customer experience (CX) programs unchanged, especially compensation practices tied to CX results.

How to Bridge the Gap for CX Across the Organization

GetFeedback

Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments. Guides

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

According to Steve #3 – Remember When

Steve DiGioia

Remember when you’d fall asleep on the living room couch and wake up after midnight to a TV that was all static because the stations when off the air ? Remember when the 5-second rule applied for almost any food that fell on the floor?

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Summer '20 Release: Customer-led innovations help you stay on the path of customer-centricity

Alida

CXM

Interview With CX Ambassador Corrina Owens

GetFeedback

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space. Articles

Caitlin Delohery – Interview with Mike Wittenstein

Storyminers

Describe the day-in-the-life of a professional speaker. A professional speaker doesn’t just speak, they run a business. Often, they run every part of their business.

How Can a Cloud Contact Centre Help You Successfully Navigate Economic Uncertainty?

NICE inContact

As the future feels uncertain, it’s never been more important to focus on what you can control in your contact centre. And there’s plenty you can do to ensure satisfaction of both your agents and your customers.

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!

From a Good to a Great Website: 9 Ways to Engage More Successfully

C3Centricity

Denyse Drummond-Dunn · What makes a great website? Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers?

The Complete Guide to User Experience Metrics

GetFeedback

Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts. Guides

Speaker’s Corner: Around the World in 240 Minutes

Storyminers

Collaborating with over 11 speakers for over 240 minutes from across the world we delivered our very first global virtual event! Hosted by Nadine Dereza, we showcased how the power of the spoken word can inspire us to reach our true potential even during the most challenging of times.

How to Engage Agents in Your Contact Center Quality Management Process From Start to Finish

NICE inContact

Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.

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.

What’s More Important? – Tip #6

Steve DiGioia

Are your company’s numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? But what about the customer? What’s more important?

Tips 134

How to Use Real-Time Feedback for Bug Tracking

GetFeedback

Four steps to integrate user feedback into your bug tracking program. Guides

Customer Engagement – March 2014

Storyminers

This article was originally presented on Customer Engagement Magazine’s website. The post Customer Engagement – March 2014 appeared first on StoryMiners. Appearances Articles

Do It Yourself – Call Center Software

NICE inContact

Watch and discover how CXone empowers agents, supervisors, and admins to drive efficiency and deliver exceptional customer experiences with a total solution suite. Call center software is not easy. There are tons of little pieces and parts and lots of ways to build it today.

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!

Summer '20 Release: Customer-led innovations help you stay on the path of customer-centricity

Alida

CXM

Prove The ROI of Customer Experience (WITH ACTUAL MATH!)

GetFeedback

Simplified CX YouTube series episode on how to prove the ROI of your CX program. Videos

ROI 286

Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations

Storyminers

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Like the new cash register-less check-out at Amazon GO? Why doesn’t Target offer that?

More Consumers Are Cautiously Accepting Artificial Intelligence (AI) enabled Customer Service Methods

NICE inContact

Artificial intelligence (AI) has been around for years, but it's the recent advances that have created so much buzz. These advances show that AI is making machines smarter in very visible ways, ranging from "smart homes" to lifelike robots making the rounds of late-night TV shows.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

Enhancing Remote Maintenance using Visual Technology

TechSee

Field service organizations have long been implementing measures to reduce their high operational costs. Technician dispatches, in particular, are a huge drain on resources, considering that each truck roll involves technician labor costs, and vehicle expenses such as fuel and insurance.

The Secret of CX Success

Heart of the Customer

Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count.

Tips 104

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues.

Improving Customer and Employee Retention: Tips and Strategies

Joe Rawlinson

The retention of customers and employees is correlated to a point. A customer that has worked with a specific client manager or staff member will have a rapport with the employee. Constant turnover can make it difficult to build that rapport that is so important in customer retention.

Tips 98

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.