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

How being social will build consumer trust


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


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

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6 ways to improve your customers’ digital commerce experience


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


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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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


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


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?

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.

Bad Timing or Bad Decision


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.

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Develop a Customer Journey Strategy: Examples and Tips


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


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?


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

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

A New Inbound Approach To Customer Success


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

Deepen Customer Relationships with Meaningful, Emotional Connections


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


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


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 [.].

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Avoid Brand Confusion with Social Analytics


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


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

Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX

Kristina Evey

Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX. The post Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX appeared first on Kristina Evey. Employee Experience Leadership Planning for CX Podcasting

3 key benefits of FULL Contact Center Analytics

NICE inContact

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Now purchase sample directly from QuestionPro in THREE easy steps

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.

How Chat is Revolutionizing Customer Service


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.

How Employee Engagement Reinvigorates the Customer Experience


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

5 Surefire Signs You Should Review Your IVR System

NICE inContact

Time takes its toll on your IVR system , just like on everything else. It is good practice for any contact center and IVR , regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service , to conduct regular reviews.

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Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

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.

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


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