Sat.Mar 02, 2019 - Fri.Mar 08, 2019

Prioritizing projects with customer journey analytics

Beyond the Arc

How can you make better business decisions? Imagine you work at a large bank. Your goal is to strategically choose which customer experience problems to solve first – where should you invest time and money to have the biggest impact? One way to rank issues is by expected profit alone.

Driving Growth Through Customer Experience

Integrity Solutions

The truth is, now more than ever, everyone plays a part in delivering a superior customer experience. Who’s responsible for creating an exceptional customer experience in your organization? Customer Service? Sales? Client Relationship Managers? Marketing? Product Development? Leadership?

Even the Police Can Get it Right! Adopting a Customer First Strategy

C3Centricity

In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain.

The Customer Experience Maturity Model

CloudCherry

You can’t decide where you’re going if you don’t take stock of where you are. An amazing customer experience won’t just happen by accident. To assess your readiness for CX improvement, look to the CX Maturity Model. In thousands of interviews across industries, with companies of every possible size, we started to notice certain CX patterns emerging. Here’s how to find those patterns in your own organization, so you can assess your CX readiness and take action. The Six Competencies.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

3 De-escalation Techniques Gayle King Used In the Emotional R. Kelly Interview

Myra Golden

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language.

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More Trending

Enrich Your Omnichannel CX Plan With Social Media

GetFeedback

When you’re running a business or you’re a part of a company, you need to be aware of the importance of the omnichannel customer experience (CX). This means, knowing what your customers want, how they feel, and providing them with the best possible experience with your brand or company.

Top women CXOs

CloudCherry

It is International Women’s Day, a day to honor and celebrate the achievements of women who inspire us in their own unique ways. It’s a day to remember why ‘Women’ all around us are so amazing. So, let’s begin by saying this out loud-. “If If you want anything said, ask a man.

How Emotion-Driven Innovation Increases Customer Loyalty

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Top 10 Chatbot FAQs

Comm100

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Young Women Have Lowest Level Of Well-Being

Experience Matters

In honor of International Woman’s Day, I decided to compare the difference in well-being across gender and age by dissecting the 2018 Temkin Well-Being Index (TWBI). I examined the overall TWBI, as well as the three elements that make up the index—the percentage of consumers who agree that they are: Typically happy Healthy Financially Secure As you can see in the charts below: Young females have the lowest level of well-being.

Boosting Your Customer Support: Human-Operated Live Chat vs Chatbots

Kayako

When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Chances are that your request has been handled by a chatbot instead of a person.

The Power of Customer-Centric Solutions

MaritzCX

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions, and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward.

Who is in charge of your ATTITUDE?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

How One B2B Software Company Shifted Its Mindset to Unlock Growth

Customer Bliss

How must we examine the complete customer journey to understand the underlying drive of customers? How can we use that customer journey to develop digital products that better meet their needs?

The Evolving Role of CX (& XM) Leaders

Experience Matters

Last week I spoke at a local CXPA meeting in Boston. We had a great turnout, thanks to the great work of the planning committee and the wonderful space provided by Education First. I led a discussion about the future of CX, which I believe was applicable to all experience management (XM) leaders. One of my key messages was that we need to think of our roles differently as we push our organizations to even higher levels of CX/XM maturity.

Moments that Matter: Your Journey Mapping Questions Answered

IntouchInsight

Journey mapping expert, Jim Tincher, explains how to drive action from journey maps, the importance of involving the entire organization in the process, and how anyone can get started by focusing on the key moments that matter in the customer journey

Episode 41 – Changes to Make and Changes You’ll See in Customer Experience

Kristina Evey

Shownotes… You can’t be afraid of change in Customer Experience. Change is a prerequisite. This episode discusses the changes you … Read More Episode 41 – Changes to Make and Changes You’ll See in Customer Experience. The post Episode 41 – Changes to Make and Changes You’ll See in Customer Experience appeared first on Kristina Evey. Customer Experience Management Podcasting

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Customers are Changing the Channel: Are You Ready?

inContact

Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. And their opinions and channel preferences are constantly evolving. Did you know, for example, that: Chat is outpacing phone as the #1 channel preference?

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually.

4 Digital Customer Experience Strategy Tips for 2019

Smarter CX

The digital customer experience evolves rapidly. With every new smartphone release and operating system update comes room for improvement with how consumers experience your brand.

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5 Ways to Make Customer Experience Your Competitive Advantage

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Vaishali Gopi with Freshworks. Customer experience has become pivotal to growth and profitability strategies of businesses worldwide.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Look Past the Obvious for a Better Solution

ShepHyken

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection.

Insurance Claims Processing Powered by Computer Vision

TechSee

Claims processing is a key touchpoint in the customer life cycle, and insurers have only a short window of opportunity to satisfy policyholders. Companies that strategize their efforts to improve insurance claims processing can expect higher levels of operational efficiency.

Back to the CX Future: Where CX Came From and Where It’s Going

Smarter CX

CX: The Past. I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011.

The 2019 State of Social Report

NetBase

Carefully cultivating a social presence online is no longer a quirky extra for a brand to offer, if it ever was.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.