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

Why CX and EX are perfect for each other

Rant And Rave

What better excuse than Valentine’s Day to show the love to your customers and employees? Cards, flowers, chocolates (all the classics) certainly won’t go amiss.

5 things to look for in a customer experience tool

Centriam Customer Experience Lab

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department.

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What Chief Customer Officers can learn from YCombinator’s approach to disruption

Thematic

What do Chief Customer Officers have in common with YCombinator? They are both driven by creating products and services that people want. Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta.

Building a Successful Customer Experience Strategy

GetFeedback

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

How to Create the Best Customer Experience Solutions

360Connext

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my!

How To 193

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How One Insurance Company Transformed its Customer Experience at the Enterprise Level

Customer Bliss

Today I’m chatting with Scott Campbell , the senior vice president, and chief client officer at American National , which offers personalized life, business, and auto insurance. .

Introducing SMS Invitations

GetFeedback

Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS.

10 Most Relevant NPS Software Platforms That Help You To Manage Customer Feedback

Lumoa

Looking for the right Net Promoter Score software tools and dashboards? We out together a list of the top NPS software providers and reviewed each of them. Find out the right customer feedback software for your needs. Feed generated with FetchRSS

Benefits of Using QR Codes in Surveys: Part 1 of 2

MaritzCX

QR Codes Offer Convenience, Choice, and Enjoyment When Giving Feedback A well-known automotive manufacturer, and MaritzCX client, was interested in giving its customers and employees a convenient choice for solicited feedback.

Survey 260

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.

Don’t Let Acquisition Be Your Only Customer Growth Metric

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.

4 Metrics for Measuring Live Chat Success

GetFeedback

Customers want solutions, and they want them fast. It’s one of the main reasons why live chat customer service is in such high demand. Implementing a live chat feature is not easy, but definitely feasible. The real hard part is measuring your live chat’s success. How can you tell if it’s working?

10 Ways to Improve your Customer Success Strategy

Kayako

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics.

What is Quality Management Analytics?

inContact

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience.

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

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

How to Create the Best Customer Experience Solutions

360Connext

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my!

How To 155

How the South Dublin County Volunteer Centre Tripled Survey Response Rates and Measures Success

GetFeedback

The South Dublin County Volunteer Centre’s mission is to promote the value of volunteer work and increase its range and quality in Ireland. The volunteer centre’s role is to connect individuals with an organization that matches their job preferences.

The Route to Fully Autonomous AI Self Service Starts at your Contact Center

TechSee

We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. But a more pressing concern for many is being rendered obsolete by intelligent systems that can outperform us in our daily work.

Create Your Learning Experience at Interactions 2019–Agenda Preview Now Available!

inContact

The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! We carefully selected topics that are top of mind for dynamic organizations, bringing in the best industry experts to deliver them.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

What is Intelligent Self-Service?

Jacada

Intelligent self-service refers to the new generation of self-service solutions. These solutions are changing the paradigm over the old way of doing it.

How to Use Net Promoter Score (NPS) to Drive Growth

GetFeedback

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty.

Episode 38 – Loyal Employees Breed Loyal Customers

Kristina Evey

Loyal employees are a key factor in developing loyal customers. People do business with those they know, like and trust … Read More Episode 38 – Loyal Employees Breed Loyal Customers. The post Episode 38 – Loyal Employees Breed Loyal Customers appeared first on Kristina Evey. employee engagement internal customers Podcasting

It is Valentine’s! Are You “Loving Up” Your Customers?

Wired and Dangerous

Valentine’s Day is this Thursday as we all (hopefully) know. While you may be busy acquiring something for that very special person in your life, it is always a good time to think about how you can show your customers how much they are valued as well as appreciated.

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.

No Greater Technological Advancement than Self-Service Products and Solutions

Jacada

Within the broader domain of Customer Experience (CX) technology there has perhaps been no greater technological advancement than self-service products and solutions.

Five Ways to Say Thank You to Your Customers

ShepHyken

Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation. I have plenty of friends who tell me if they don’t get their spouse some flowers and a card, they will pay for it.

Contempt and Conspiracy Theories: A Depressing Look at the Hate Meghan Markle Gets Online

Brand Watch

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Member Experience Challenges for 2019

CloudCherry

Speakers: Ralph Cumbee from Solarity and Rose Bentley from CloudCherry. GENERAL COMMENTS by Ralph Cumbee, Chief Experience Officer, Solarity Credit Union. This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. An Overview.

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.