Sat.Apr 25, 2020 - Fri.May 01, 2020

Consumers Begin To Rekindle Their Energy Toward Brands

Forrester's Customer Insights

To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we are applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. Since early March, consumer energy has been diminishing; […]. Age of the Customer CMO Trends consumer energy index customer insights data insights pandemic

You’ll Never Improve if You’re Married to Your Ideas

Steve DiGioia

…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas. Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. What do you have to lose? ”. Or my favorite one… “ I know what I’m talking about, trust me ”. But when I question their plan or point out ways the plan may not work out as intended, I’m asked why I’m being so “negative”.

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VP Customer Experience Role for Growth

ClearAction

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. CEOs are committing to this modern standard: “purpose of business is to benefit customers, employees, suppliers, communities, and shareholders”. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders.

Contact Center Automation: From Nice-to-Have to Necessity

NICE inContact

Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation. AI Customer Experience

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 ways to improve digital customer experience

Lumoa

Digital customer experience is the online experience and the journey your customers go through while interacting with your brand. As a result of increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever. Feed generated with FetchRSS

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How to Build & Maintain Customer Trust During Covid-19

Experience Investigators by 360Connext

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? You make a new friend, enjoy their company, and then the red flags begin appearing: She’s quick to say “I’ll call you tomorrow!” ” then never makes that call.

How To 152

Maintaining a Strong Performance Management Process with Remote Contact Center Agents

NICE inContact

Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face. In a remote contact center, performance management processes look a bit different, but the fundamentals remain the same. Workforce Optimization Agent Engagement

The Future of Retail is in the Stars (or is it the Cloud?) Testing

C3Centricity

“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I had a very interesting discussion with a new client last week. Like many CPG companies, they are considering online retailing. They are already selling a little online, but haven’t seriously considered it until recently.

Retail 147

Zen Internet prioritizes the Customer Experience with GetFeedback for Salesforce

GetFeedback

Zen Internet became a top-tier ISP by providing top-class customer service. Read on to see how the company set up a feedback loop to continually improve its CX. Customer Stories

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.

The Power of Expectations  

MaritzCX

Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses. The presenter told a story about a fictitious restaurant, whose name in the story turned out to be an actual diner in Massachusetts. To maintain its anonymity, I. View Article. Customer Journey

Spring ’20 Release Extends Reach & Engagement with Launch of Touchpoint and More

Vision Critical

Today marks the second product release of 2020 for Vision Critical. It’s been a quarter like no other as teams across our organization have come together in new ways, including our full staff working remotely, to deliver value to our customers through exciting new features and an innovative new product. Product Innovation

Contact Center Automation: From Nice-to-Have to Necessity

NICE inContact

Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation. AI Customer Experience

3 Skills Required To Be an Effective CX Leader, From Our VP of CX

GetFeedback

Christine Rimer, VP of Customer Experience & Advocacy at SurveyMonkey, shares the top 3 skills you need to succeed based on insights from our recent CX peer survey. Articles

Survey 174

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!

A Checklist for Successful WFH Live Chat Teams

Comm100

Most live chat teams around the world have found themselves working from home, possibly for the first time ever. And for many, they won’t be returning to the office anytime soon. Thanks to the flexibility of live chat – if cloud-based – most teams have been able to transition smoothly into remote working. But managing agents working from home still poses many difficulties.

The Power (and Permanence) of Change- Amid Covid-19

Horizon CX

At this most difficult time amidst a pandemic that we as a nation seem to have been so significant and remarkably unprepared for here within these United States, I believe a lot of soul-searching is taking place—both personally and professionally—that will determine in part how the future unfolds for each of us in terms of how we live, how we behave, and how we see ourselves as part of a worldwide system. After all, this pandemic didn’t single out one country, one government, or one people.

Maintaining a Strong Performance Management Process with Remote Contact Center Agents

NICE inContact

Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face. In a remote contact center, performance management processes look a bit different, but the fundamentals remain the same. Workforce Optimization Agent Engagement

How to Run a Cross-Functional CX Program

GetFeedback

The four key elements you need to implement for a successful cross-functional customer experience program. Guides

How To 174

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.

5 Easy (and Effective) Routing Rules for Omnichannel

Comm100

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise.

Multiexperience Strategy: The New Apex of the Customer Journey

TechSee

The average U.S. household currently contains 11 connected devices , and as that number grows in the coming years, driven largely by the rollout of 5G, the challenge for enterprises is twofold. On the one hand, they need to deliver the products and services consumers want in multiple formats. On the other, they have to find ways to tailor them to get the best out of each platform, without compromising on their messaging or brand values.

Customer Retention Strategies That Work in Uncertain Times

Totango

Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand not only the small fluctuations of everyday operations, but also sudden major disruptions. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time. The question is whether your enterprise is equipped to deal with it properly when it does.

The State of CX Teams: 5 Learnings From Our Peer Survey

GetFeedback

We surveyed 180 CX professionals to dig into challenges, opportunities, and the state of CX teams. Reports

Survey 163

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

CX Inspiration – A Q&A with Nate Brown, Co-Founder of CX Accelerator

Comm100

It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. In fact, according to Forrester , 72% of businesses say that improving the customer experience is their number one priority. And by the close of 2020, CX is forecast to overtake product and price as the key brand differentiator, according to Jacada Group.

101 Guide on Good Customer Service

ProProfs Chat

“When you help others feel important, you help yourself feel important too.” ” – David J. Schwartz, Author, and Motivational Speaker. That’s exactly what Lego did for a seven-year old Luka Apps who was devastated after losing his favorite toy – Ninjago.

What Timeframe for an AI Chatbot Project?

Inbenta

Depending on the context in which the chatbot project takes place, and therefore its scope of action, its implementation may take more or less time. From our experience, it is the framing phase that is the most time-consuming as you have to consult with all the teams involved in the project and obtain various approvals to start the developments. Team coordination is also crucial when defining the roles of each team member within the project and potentially redefining or creating new positions.

Four Point Plan to get back to Business Post COVID19

Pink Guava

Pandemic has taken everything by storm worldwide. Not only millions have suffered from disease, death, poverty, loneliness but we are on a brink of recession, slow growth with muted demand, and customer sentiments.

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!