Sat.Oct 19, 2019 - Fri.Oct 25, 2019

How being social will build consumer trust

MyCustomer

Simon Brennan, VP Europe, Engage Hub Envisage the future of retail and it’s currently hard to imagine anything other than purchases being.H 22nd Oct 2019. By Simon Brennan

10 Do’s and Don’ts of Customer Experience Measurement

iPerceptions

More than 4 in 5 of brands now expect to compete based on the Customer Experience (CX), according to Gartner. The need to measure the CX has never been greater. But what makes for a successful CX measurement program? Customer Experience Voice of the Customer

6 ways to improve your customers’ digital commerce experience

SMG CX

In a world where customers are putting a premium on convenience and customization, the brands that come out on top are those that deliver a seamless cross-channel experience. But winning companies aren’t necessarily the ones investing in the fanciest, most expensive technology.

Customer Experience Analytics and Tracking: CX Metrics 101

McorpCX

The Importance of Measuring the Customer Experience. In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical differentiator for 9 out of 10 executives.

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.

Airbnb Gets It. Do You? Learn About The Airbnb Way.

Beyond Philosophy

The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry.

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7 Tips and Resources for CCOs and C-Suite Customer Experience Leaders

Customer Bliss

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations.

Optimize Your Customer Experience Management Strategy

GetFeedback

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. In response, many organizations have begun rolling out a new function called customer experience management (CXM).

Overcoming the Expense of Customer Service in Major Urban Centers

BlueOcean

Cost Factors in Major Urban Centers . In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco.

6 Steps to Implementing Customer Discovery for Startups

CSM Magazine

You may have heard the term ‘Customer Discovery’ recently. In this article we explain exactly what ‘Customer Discovery’ is and how it can be used effectively by startups in the product development process. What is Customer Discovery?

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.

Bad Timing or Bad Decision

ShepHyken

Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing.

Develop a Customer Journey Strategy: Examples and Tips

Totango

Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable to achieve the desired outcome, they may churn. By helping customers achieve their own goals using your product, you’ll create loyal customers for life.

Q&A: Rethinking Customer Onboarding to Accelerate Success

ChurnZero

Q&A: Rethinking Customer Onboarding to Accelerate Success. . Increasingly, Customer Success teams talk about helping customers successfully achieve their desired business outcomes, yet they do very little during onboarding to help customers achieve the results they require.

Have you missed the boat on employee experience?

Perceptive

Employee experience (EX) has become something of a ‘magic bullet’ for a lot of businesses. It feels like there are few positive outcomes that it hasn’t been linked to: better revenue, better engagement, better customer experience; better everything really. Employee experience

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.

A New Inbound Approach To Customer Success

Gainsight

If you’re familiar with HubSpot, then the word that probably comes to mind is “inbound.”.

Deepen Customer Relationships with Meaningful, Emotional Connections

MaritzCX

Many programs measure functional delivery, but a true “relationship” must deliver customer and employee experiences that are both functionally, and emotionally fulfilling.

What Customers Need to be Successful

Strikedeck

Tom Sweeny talks about the fundamental steps required to make your customers successful. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

5 Steps to Building a Strong Customer Success Team

kommunicate

In business, it doesn’t matter what products or services you are providing, as long as it is what the customer wants. Customers are and always will be the number one asset of any company. For this reason, it is essential to have a team that works with your customers in mind. To ensure this is [.].

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.

Avoid Brand Confusion with Social Analytics

NetBase

Kim Kardashian West’s SKIMS were initially envisioned as Kimono, but the brand confusion – and cultural appropriation concerns – led the mega-star down a different path.

A great Customer Experience starts with a great Employee Experience

Lumoa

Organizations are starting to realize the key to a world-class customer experience is nailing the employee experience first. After all, satisfied employees are more likely to create satisfied customers. Feed generated with FetchRSS

How Employee Engagement Reinvigorates the Customer Experience

MaritzCX

Employee Engagement Creates Value in the Workplace According to the Business Roundtable, “investing in employees” was the second highest priority among 181 CEO’s of the world’s top organizations. “It’s

Start Your Contact Center Move to the Cloud with Workforce Optimization

NICE inContact

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report , a key finding states.

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!

Expansion Of Experience Management And XM Professionals

Experience Matters

It’s great to see so many people starting to see the potential of Experience Management (XM). As I’ve discussed, XM is the natural evolution in enterprise transformation. XM will improve just about any organization with the infusion of intelligence and humanity.

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QuestionPro Audience

“Time is money.” – Benjamin Franklin. When it comes to market research, time is of the essence as it helps to provide a distinct direction and lays the roadmap to quick decision making.

Improving Experiences in a Patient-as-Consumer World: Part 3 of 4

MaritzCX

Click here to read the first part of this series, and here for the second part. Overcome Challenges with an All-inclusive, Results-driven Approach In this blog series, I have outlined four essential practices for improving experiences in a patient-as-consumer world. Today’s blog will focus on overcoming the challenges outlined in part 2 of this series, with an. View Article. Healthcare

Digital First Omnichannel will Dominate

NICE inContact

I don't know if the retail industry invented the term omnichannel but it was the first place I can remember hearing the term.

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.

How Chat is Revolutionizing Customer Service

CloudCherry

Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service.

CCO Career Path: Are You Working with a North Star or ROI-Based Leader?

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.

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Episode 69 – Conversation with Sarah Toms

Kristina Evey

Sarah E. Toms is executive director and co-founder of Wharton Interactive. She has spent more than twenty years as a … Read More Episode 69 – Conversation with Sarah Toms. The post Episode 69 – Conversation with Sarah Toms appeared first on Kristina Evey. cultural mindset Leadership Planning for CX Podcasting