Bill Quiseng
APRIL 25, 2021
When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. We got everyone involved at all levels of the organizations, followed local, state, and federal guidelines which changed week-to-week, and innovated, looking at every possible solution to keep us safe.
Experience Investigators by 360Connext
APRIL 27, 2021
How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from SurveyMonkey, 89% of C-level executives say they are “extremely invested” in CX, but we know that 89% of budgets don’t reflect that commitment.
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GetFeedback
APRIL 25, 2021
Learn why CX design is a critical component of creating great customer experiences and why you need a CX strategy.
NICE inContact
APRIL 26, 2021
2020 was certainly a year unlike any other. A global pandemic of previously unimaginable extent has fundamentally changed the way we live, work and interact with each other, not only privately but also in a business environment. The use of digital channels has been on the rise for many years, both for how we communicate in our personal life, as well as for how we interact in a business environment.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Omnicus
APRIL 27, 2021
Poor customer service is a terrible business. In the United States alone, companies lose nearly $ 75 billion in revenue due to poor customer service. The reasons can be many. Poor (self) insight can be an essential factor. It must be said when 80% of companies think they provide superior customer service, while only 8% of customers believe the same.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alida
APRIL 30, 2021
We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late! We have a series of unforgettable sessions and masterclasses lined up that will provide the tools and knowledge needed to champion CX transformation in your organization.
NICE inContact
APRIL 25, 2021
Answering routine questions, assisting contact center agents to handle calls, creating support tickets, checking statuses—conversational AI technologies have transformed all of these contact center tasks. And by doing so, this advanced call center technology has undoubtedly enabled enterprises to create a range of differentiated user experiences and increase productivity in specific workflows.
Omnicus
APRIL 27, 2021
Poor customer service is bad business. In the United States alone, companies lose nearly $ 700 billion in revenue due to poor customer service. The reasons can be many. Poor (self) insight can be an essential factor. It must be said when 80% of companies think they provide superior customer service, while only 8% of customers believe the same. One way companies have tried to solve poor customer service has been to introduce a chatbot.
Calabrio
APRIL 28, 2021
There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we? . On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling. We were planning for a cloud-first infrastructure that would enable fast scalability , greater innovation and cost optimization.
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Alida
APRIL 27, 2021
The excitement in the air is palpable. It feels a bit like a marathon where you know you still have miles and miles to go, but you have a tailwind and you’re drafting behind some strong runners. But the thing is, a marathon has a finish line at exactly 26.2 miles from the start. Delivering value to our customers isn’t finite. We don’t have a finish line.
ShepHyken
APRIL 27, 2021
Diversity and Inclusion Within the CX Featuring Stacy Sherman. How diversity and inclusion impact the customer experience and what practices to adopt. Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. They discuss Diversity and Inclusion and how it links to the Customer Experience.
Bob Hayes
APRIL 29, 2021
I recently reached out to data professionals on LinkedIn to ask a series of questions about their work. Results from one of those polls revealed that data professionals are generally dissatisfied with their company’s use of analytics in helping it gain a competitive advantage; nearly 6 in 10 data professionals said they were dissatisfied with their company’s use of analytics (22% extremely dissatisfied).
PeopleMetrics
APRIL 30, 2021
What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. In this session, we reveal 5 CX secrets behind the world's best brands and provide real-world examples of how these beloved companies attract, retain and delight loyal customers by taking extra care behind-the-scenes to deliver exceptional customer expe
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Alida
APRIL 26, 2021
PodPlays® is a family-friendly audio drama podcast with a mission to discover Nashville’s next country hits. In order to provide the best content for listeners and their families, PodPlays needed to know who their listeners were, and what content would keep them coming back for more. Providing the best listening experience was only possible by tapping into their listeners and uncovering what types of content make them crank up the music, gather the whole family, and tell all their friends about
ShepHyken
APRIL 26, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. (CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders.
Help Scout
APRIL 29, 2021
Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to
TechSee
APRIL 26, 2021
The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are at peak levels. A January 2021 survey found that 65% of U.S. consumers required technician assistance during the COVID-19 pandemic but are still uncomfortable allowing technicians into their homes to repair things like electronics o
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Heart of the Customer
APRIL 30, 2021
After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business. Some companies start with their survey scores, […]. The post Six Ways to Show B2B CX Value appeared first on Heart of the Customer.
Storyminers
APRIL 24, 2021
The post Listening to Your Customers’ Unmet Needs appeared first on Storyminers.
Help Scout
APRIL 27, 2021
For customer service teams, the support queue shapes their work lives, shifting from a trickle of questions to a raging torrent of customer confusion throughout the various seasons of a business. Understanding and managing the power of the queue is critical to a sustainable customer service organization. The art of the support queue. You might well ask, “Why do we need a whole article about dealing with a list of questions?
Zeisler Consulting
APRIL 27, 2021
The world of work out there these days is simply weird. With unemployment clearly and dramatically impacted by the choices made in response to the whole Covid-19 mess, and yet the economy going gangbusters, it’s hard to understand if things are good or bad sometimes. Lots of organizations are looking to hire, and especially in the CX field, what with the renewed interest in Customer Experience and care as a result of the new world in which we find ourselves.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Kustomer
APRIL 28, 2021
Every business understands the importance of good service, but few are able to deliver an excellent customer experience that gets your most dedicated followers raving about you. Consumers value good customer service, and they’re much more likely to buy from a company again when they’ve had a good experience with a company representative., But how do you perfect the science of CX and deliver a consistent experience to every person who interacts with your brand?
The DiJulius Group
APRIL 27, 2021
Do you feel your company has an obsessive customer service culture? Is the customer experience your company delivers the same regardless of who on your team a client interacts with? There is one simple way to find out: call your company and ask whoever answers the phone if they can tell you what the weather. Read Full Article. The post One easy way to find out if you have a strong customer service culture appeared first on The DiJulius Group.
Help Scout
APRIL 27, 2021
Every time I travel to Boston, I stay in the same hotel. It’s not fancy and the location isn’t great, but they know how to wow a customer. The way that I’m treated when I go there has always left an impression on me. The first time I stayed there, I arrived in the dead of winter. My face was chapped, and my hands were raw as I checked in. Ten minutes after I got to my room, guest services showed up at my door with some cookies and hot chocolate.
Myra Golden
APRIL 28, 2021
This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future.
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Doing CX Right
APRIL 25, 2021
In order to create great experiences for employees, colleagues, customers & yourself, it requires being intentionally organized. The post 10 Easy Ways To Get More Organized To Enhance Experiences appeared first on Doing CX Right.
Vanilla Forums
APRIL 27, 2021
Why should you care about community based research? Community research can give brands insight into customer needs and wants and help to assess the value of a community thereby ensuring the community's long-term success. So, how can you conduct online community member research interviews? In order to build a successful community, you must first understand your members.
Help Scout
APRIL 27, 2021
While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. I’ve always enjoyed reading, but I can’t say that it was a nightly affair for me like it has become during this stunning storm of 2021.
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