Sat.Mar 09, 2019 - Fri.Mar 15, 2019

Extreme experience: How brands are achieving customer success without being customer-centric

MyCustomer

Loyalty. Why brands are successful but not customer-centric

How to Improve the Customer Experience in Banking

ReviewTrackers

Customer experience is growing steadily as a top priority in the banking industry. Computer Services surveyed more than 160 bank executives in 2017 and 55 percent of that group said they planned to put more money into “customer experience initiatives.”

Visual Automation: Boost Agent Productivity with Smart Eyes

TechSee

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service.

How Storytelling Has Emerged as a Force in Marketing

Storyminers

Storytelling is the medium through which cultures grow and thrive. From a modern branding perspective, successful storytelling acts as an emotional glue, creating a loyal audience and engaging new customers. Some of the most iconic brands in history are great ‘story brands’.

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.

How to Develop your Digital Customer Experience

Ann Michaels and Associates

In today’s crowded marketplace, brands are finding it more difficult to differentiate themselves from one another. When you have multiple brands in multiple industries offering the same products you do, you need to give customers a reason to choose you over them.

More Trending

Looking Ahead: the State of Customer Experience

Customer Bliss

Customer Expectations are Changing. Here’s How to Keep Up.

inContact

Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is equally impactful. 9 in 10 customers are willing to buy more from companies with an excellent customer experience.

5 Ways to Email Survey Invitations with GetFeedback

GetFeedback

At GetFeedback, we know email is a powerful survey distribution channel. In fact, 72% of people prefer to receive promotional content to their inbox over any other channel. But we also know that when it comes to email solutions, each company has a different approach and one size doesn’t fit all.

Survey 195

Elevating Your CX Program Through Mystery Shopping

MaritzCX

Is your brand being properly represented at the front line? How do you know? Hear the answers to these questions and more!

Brands 260

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

3 Steps to Telling a Robust Customer Journey with Chelsie Rae Lee of SnackNation

Customer Bliss

Does your organization have a system in place for measuring customer churn ? In today’s episode, I chat with Chelsie Rae Lee , Senior Vice President of Customer Strategy at SnackNation , a subscription service that delivers snacks to homes and offices.

The CX Champions Who Deserve More Than Just A Prize- Feb ‘19

CloudCherry

At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. This year, we came up with an idea to award such talented CX experts.

How to Turn NPS Detractors Into Promoters

GetFeedback

NPS 195

Benefits of Using QR Codes in Surveys: Part 2 of 2

MaritzCX

QR Codes on Receipt-Based Invitations Increase Response Rate For over five years, a MaritzCX client in the shipping industry used a receipt-based online survey to measure the customer’s retail experience.

Survey 260

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

How American Homes 4 Rent Is Using CXone to Retain and Engage its Best Agents

inContact

Staffing and empowering a top-notch customer service team is critical, especially when you’re in the business of putting roofs over people’s heads. With more than 52,000 houses in 22 states, American Homes 4 Rent is the leader in the single-family rental homes industry. Behind their success is an unwavering customer commitment to provide professionally managed properties that meet a rigorous standard of quality.

Does your service process require hoop jumping?

Wired and Dangerous

I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders. He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant. He also loved to tell stories.

10 SMS Survey Best Practices

GetFeedback

SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. They’re also great if you need to follow up on a phone call or an in-person interaction. Although I doubt you need more convincing, here are some stats on why you should use SMS as a customer feedback channel: SMS has a response rate that’s 7.5x greater than email. More than 50% of customers prefer contacting support through text messaging compared to other channels.

Survey 163

Tapping Into The Power Of Experience Management

Experience Matters

Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). Here’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I I say more) More or less demanding employees? (I I say more) More or less access to data and analytics? (I I say more) More or less time to respond to changes? (I

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.

Improve Experience at a Reduced Cost – Move to Cloud

inContact

The modern contact centre is evolving. Studies show that the “best-in-class” are optimizing their services and data flows to empower their contact centre agents with relevant information and proactively manage their customer journeys. How do they do it? Many companies are looking to the cloud to get them there. Today, almost one in two contact centres are currently deployed in the cloud. While adoption is undeniably on the rise, it is important to understand that not all are the same.

Tips 157

The CX Champions Who Deserve More Than Just A Prize- Feb ‘19

CloudCherry

At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. This year, we came up with an idea to award such talented CX experts.

15 Tips On How To Send NPS Email Surveys You Can Implement Right Away

Lumoa

Do you send Net Promoter Score surveys by email? Check out the best tips on NPS email surveying and improve your overall NPS ratings. Feed generated with FetchRSS

Debriefing My Qualtrics X4 Experience

Experience Matters

Last week I joined more than 10,000 XM enthusiasts at the Qualtrics X4 Summit in Salt Lake City. This was my fourth X4, and the first one since joining Qualtrics. I really enjoyed seeing old friends and meeting many new ones. We have some really awesome clients! My head is still spinning from the amazing event.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Stop Ignoring the Impact AI Can Have on Your Business TODAY

inContact

With all the hype and promised potential of AI , how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, 2050? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves. I recently upgraded my phone.

5 Employee Management Tips to Boost Employee Morale

Michel Falcon Experience

Managing employees isn’t hard! I’m not saying this to shock and awe you. I believe managing employees isn’t as hard as we make it out to be. We simply need to adhere to some sound employee management tips and strategies to become great companies.

Simple Tricks to Keep Trade Show Attendees Focused on Your Booth

IntouchInsight

This blog covers 8 trade show tricks for improving attendee engagement, and turning attendees into qualified leads

Why Employees Quit Managers, Not Jobs

Kristina Evey

You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey. Customer Experience Emotional Intelligence internal customers Leadership

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.