Sat.Oct 26, 2019 - Fri.Nov 01, 2019

5 Reasons You Need to Take Long-Term Social Customer Care Seriously

Russel Lolacher

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft .

4 Ways the Experts Master Journey Mapping

360Connext

Customer journey mapping can be a powerful tool to help you truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact.

Customer Feedback is a Gift Your Business Can’t Live Without

Steve DiGioia

…plus, 8 sample questions to ask to gather timely and actionable feedback. If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back?

The 5 Phases of Customer Feedback Failure

Genroe

Every day in companies around the world people sit down in meetings and decide today’s the day that they’re going to get serious about collecting customer feedback. Lots of earnest discussion follows, agreements are reached, actions allocated and heads nod in full agreement.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Emotional Affinity, Customer Service, and Collecting

CX Accelerator

When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar.

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5 Steps Toward a Successful Self-Service Strategy

TechSee

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019.

Five Tips for Building a Customer Success Team

Totango

In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way.

5 Factors to Consider When Choosing Your Customer Success Management (CSM) Technology

ClientSuccess

Regardless of your industry, the rate of technology adoption and competition is increasing substantially year over year, which can make it difficult to keep your customer retention rates high. Yet, reducing churn while keeping customer health scores high is critical for long-term company growth. .

How to Communicate with Customers for Stellar CX

Topdown

There has been a continued focus on customer experience in the business world, and for good reason. Customer experience isn’t just a persistent buzzword, it has a real impact on your business. Like many concepts, customer experience (CX) is multifaceted.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

How to Define Customer Satisfaction and Measure it

GetFeedback

Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. However, if you dig a little deeper, it would be difficult to say, emphatically, what makes them satisfied. . Think about gyms.

Asking Scary Questions to Improve Your CX Program

MaritzCX

Today’s consumers are not afraid to switch things up, if a company’s service fails to live up to their expectations. With so many choices across the marketplace, customers will go wherever they feel their needs are best met.

The Cost of In-House vs Outsourced Contact Centers: An Infographic

BlueOcean

Maybe you’re a math person and love nothing more than a hefty Excel document to dig into for a few hours. Or maybe math isn’t your strong suit and you’re just looking for hard numbers to tell you what you need to know.

Three Characteristics of XM Leaders

Experience Matters

Earlier today, I led an roundtable discussion at SAP Select in Berlin entitled “Become a XM Transformation Leader.” ” This is a critical theme for many executives.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups.

Innovative Lessons from the Miracle Mets of 1969

MaritzCX

How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago Innovation Requires a Continuous Team Effort To innovate successfully, you can’t just rally the troops or hastily assemble a task force when upper management suddenly identifies a need.

Things You Never Think About When Implementing a CX Program

CloudCherry

Considering Implementing a CX Program? Good decision! While you’re at it, it might be a good idea to consider the things that are often overlooked when it comes to this noble endeavor.

How VMware Partners with Customers to Design Products

Vision Critical

With an open dialogue with customers, companies can accelerate and de-risk product innovation by gathering insights at every step of the product development cycle.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

The History of Customer Service in 500 Words

NICE inContact

The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face.

How to Address the Underbelly Work as a Chief Experience Officer at a Nonprofit

Customer Bliss

As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. This deep dive is what I often refer to as the underbelly work.

Halloween Horrors: Monsters that Cause Call Center Attrition

TechSee

The nights are drawing in and there’s a chill in the air. Ancient folk memories of evil spirits start to surface. Magic and mischief reign. It’s Halloween.

What I’ve Learned as a Female Leader in SaaS

Vision Critical

Kelly Hall, Vision Critical Chief Customer Officer, was recently named one of the Top 50 Women Leaders in SaaS of 2019 by The Software Report. Here, Kelly shares some wisdom gleaned over her 17-year career in tech.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Managing Real-time Changes to Customer and Operational Needs

NICE inContact

Access our webinar: Delivering True Operational Agility in Times of Crisis. In crisis and in calm, 211 LA County helps over 1.4 million people every year, and its 60 Community Resource Advisors respond to more than 500,000 contacts annually. It also provides support to other 211 operations across the country in times of disaster.

Do You Actively Communicate with Customers During Times of Disruption?

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.

How Deep is Your Service Attraction?

Wired and Dangerous

Eye candy! It is such a really cool label. It should be a phrase that has a terrific reputation. After all, who doesn’t like candy? And, “a sight for sore eyes” is a positive and encouraging statement. Most of us see too much plain vanilla and drab stuff. But, eye candy has a shady reputation.

5 Key Takeaways from Forrester CX SF 2019

Vision Critical

We all want to improve our customer experience. We’ve created customer journey maps and tried to focus on improving the whole experience and the Forrester CX Index is telling us that across the board in all industries, the customer experience is not improving. What are we missing?

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Performance Management and the Power of Positive Psychology in the Contact Center

NICE inContact

For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. But maybe there is a happy medium for your agents – like when you are playing your favorite game or sport and completely lose track of time. Some people refer to that phenomenon as “being in the zone.” In positive psychology it is known as “flow.”

Good CX = Great Business Case

Heart of the Customer

I’m returning home from a day and a half at Comcast’s headquarters, locked in a room with other marketing and CX thought leaders. Okay, so not exactly locked in…) They brought us to Philadelphia to share the work they’re doing in customer experience and to get our feedback and advice.

Lessons from a Continuous Testing Rockstar

Cyara

Among all the incredible content at Cyara Xchange, perhaps my favorite was Diego Lo Giudice ’s keynote on continuous testing. Diego is Vice President and Principal Analyst from Forrester, and an expert in test automation as well as Agile and DevOps.