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



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How to Achieve Meaningful CX Measurement for CX-Based Compensation


The Coronavirus pandemic has left no aspect of customer experience (CX) programs unchanged, especially compensation practices tied to CX results. COVID-19 has brought about uncertainty, but it also presents a unique opportunity to reevaluate—and redesign—CX-based compensation practices that companies have long held sacred. Let’s discuss how these practices are doing in the current age and how they might fare better during and after this pandemic. Should We Eliminate CX-Based Compensation?

Interview With CX Ambassador Corrina Owens


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

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!

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


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 answers to these questions will help you to publish a successful website. One that encourages current and potential customers to both see and engage with your content.

More Trending

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

Vision Critical


The Complete Guide to User Experience Metrics


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

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. Explore the keys to business continuity and success, so your outbound or inbound contact centre can be resilient and adapt to the remote work environment with skill and speed. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights

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? Remember when your mom said, “ I don’t care that Jimmy isn’t wearing a coat. You’re not going out without one” ? Remember when Jordache Jeans were the big fashion wear in the ’70s and early ’80s?

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!

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

Vision Critical


How to Bridge the Gap for CX Across the Organization


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

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. Analytics Agent Engagement Call Center Best Practices Contact Center Trends & Insights

Speaker’s Corner: Around the World in 240 Minutes


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.

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.

Enhancing Remote Maintenance using Visual Technology


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. Remote maintenance is therefore becoming a preferred solution for many field service organizations, as it enables technicians to monitor and maintain customer systems from afar using a range of tools and sensors.

How to Use Real-Time Feedback for Bug Tracking


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

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. For contact center software consider this. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights

Customer Engagement – March 2014


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

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!

Yelp Reviews Disappearing! Here’s Why, and How to Solve It


The Problem: Your Yelp Reviews Have Disappeared. Yelp is one of today’s most popular and influential review sites. Reviews and ratings on your business page have the power to shape your brand reputation, influence consumer behavior, and even improve your search engine visibility. Sometimes, though, these reviews go missing from your Yelp business page. This can be frustrating.

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


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

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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. AI Call Center Best Practices Contact Center Trends & Insights

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


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? Prefer the customized recommendations you get from Nordstrom? Why doesn’t Men’s Wearhouse do it that way? It’s simply natural to let expectations creep between brands.

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.

Would You Please Leave a Review About Your Experience?


Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from. Nothing new there. How do you get reviews? Well, the easy way is to ask for them.

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? Has your success come at the expense of the very same people that have allowed you to move up the corporate ladder or have a successful business? Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job. But now look at you.

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What A Face Mask Can Do for Customer Segmentation

Beyond Philosophy

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic. Before we get into that, I have a story to give you some background on why I did this. My oldest daughter has a new baby.

Caitlin Delohery – Interview with Mike Wittenstein


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. Each day, you’ll be involved in all the things that matter – from finding clients to building new content, from staying up to date on current trends to providing thought leadership for your audiences, and from setting up your back-office Web services to handling mundane accounting chores.

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.