Sat.Mar 03, 2018 - Fri.Mar 09, 2018

article thumbnail

The Future of Customer Experience for B2B Companies

Lumoa

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of online catalogue, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call.

B2B 303
article thumbnail

Millennial’s Spring Break Travel Trends

QuestionPro Audience

Every year, thousands of young Americans flock to destination spots for a week of vacation during spring break. This year, 53% of millennials plan to travel for spring break. In the 90’s and 00’s, this typically meant a booze package in Florida or Mexico, but millennial consumers are veering away from the standard party vacation. We took a look at where they’re headed, and how much they’ll be spending.

Travel 240
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

The Top 5 Women Customer Experience Influencers [Infographic]

CloudCherry

Over the years, women have played an immense role in shaping Customer Experience. They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. And what better way to celebrate Women’s day than by giving a shout out to some of the women who have been highly instrumental in defining this CX space.

article thumbnail

Bringing Personalization to CX

InMoment XI

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Last summer my husband and I took our three girls to Walt Disney World. We visited along with approximately 48 million other people last year. While during some rare moments it felt like every one of. View Article.

eBook 200
article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

article thumbnail

Customer Focus Boosts Employee & Business Performance

Experience Matters

It turns out that having a customer focus isn’t only good for customers, but it’s also good for employees and financial results. We asked more than 5,000 U.S. employees to identify what they felt was the top priority for their senior executives. We also asked them about their work efforts and the financial performance of their organization.

More Trending

article thumbnail

The Top 5 Women Customer Experience Influencers [Infographic]

CloudCherry

Over the years, women have played an immense role in shaping Customer Experience. They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. And what better way to celebrate Women’s day than by giving a shout out to some of the women who have been highly instrumental in defining this CX space.

article thumbnail

Bringing Personalization to CX

InMoment XI

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Last summer my husband and I took our three girls to Walt Disney World. We visited along with approximately 48 million other people last year. While during some rare moments it felt like every one of. View Article.

eBook 200
article thumbnail

6 Tips on Upping Email Support Efficiency

GetFeedback

Customers count on email support for quick, convenient help. Learn how to maximize support efficiency without sacrificing quality with these 6 simple tips!

Tips 195
article thumbnail

International Women’s Day—It’s Time to #PressForPower

QuestionPro Audience

People around the world are celebrating International Women’s Day (IWD) today, March 8th. Women will be participating in marches, rallies, conferences, and discussions to honor the achievements women have made, and to discuss the steps that can be taken to continue the fight for gender equality. We did a deep dive into the background of this historic date, where it stands now, and how Americans feel about IWD.

article thumbnail

The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

article thumbnail

The Dark Side of Customer Experience

CloudCherry

In this digital age, data resides at the core of everything. Businesses use it to garner essential customer insights that allow them to create the delightful customer experiences and compete at the top level. While we have all heard about Big Data, the term Dark Data is not quite as well known. In fact, it’s quite new and was mainly coined as this ‘dark data’ has become increasingly important, since it makes up a large percentage of Big Data but remains unused!

article thumbnail

Dashboard and Reporting Techniques to Visually Communicate Complex Data

InMoment XI

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. In a world in which more and more data is available from a wide variety of channels, many different information sources are being bundled to form the basis for obtaining new and more detailed insights. Effective. View Article.

article thumbnail

Case Studies for Cost Reduction with Customer Experience

Centriam Customer Experience Lab

We have published the Centriam CX Money Map , which details 12 drivers that make the financial case for a customer experience program. In our last post , my colleague Joe focused on customer enrichment. This week, I will delve into the two drivers involved with reducing costs in contact centers and marketing while maintaining, and potentially improving, customer experience.

article thumbnail

The Customer Obsession Revolution Will Be Televised

AskNicely

In case you missed it, the age of the customer has arrived with no plans of leaving us anytime soon. This means, not only is the customer always right, but the customer is always on. The always-on customer demands immediate attention from everyone in your organization — from the C-suite to customer success to your product team. . According to Forrester Research , the biggest risk in this new customer-obsessed era is timing (taking action on customer feedback too early or too late).

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

Upgrade Your Customer Support Rep to a Customer Support Professional

ShepHyken

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. Yet, it surprised both of us just how low paid some of these support people are. That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes.

article thumbnail

Dashboard and Reporting Techniques to Visually Communicate Complex Data

InMoment XI

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. In a world in which more and more data is available from a wide variety of channels, many different information sources are being bundled to form the basis for obtaining new and more detailed insights. Effective. View Article.

article thumbnail

The Real Reason Men Aren’t Eco-Friendly

Beyond Philosophy

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment. We men, it seems, aren’t as good at being environmentally friendly as women are.

article thumbnail

How to Stop Blaming and Start WINNING at CX

Experience Investigators by 360Connext

Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start “winning at CX” in some way? If customer experience becomes a competition, either amongst your internal teams or worse, then the customer is the guaranteed loser. What do I mean about CX as competition? Think about your own organization.

How To 161
article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

How Content Feedback Helps Marketers Reach People

GetFeedback

By embedding surveys within webpages and blogs, marketers can utilize content feedback to craft articles and resources tailored to their audience's demands.

Feedback 150
article thumbnail

5 things we learned developing customer personas

Alida

Better customer experiences drive repeat business—but how do you deliver a great experience without knowing your customers first? For many companies, the first step to providing a more seamless and personalized experience at scale is to create customer personas. Vision Critical is no exception. Our customer experience team recently embarked on an exercise to create our own personas.

article thumbnail

The ROI of Customer Experience: 16 KPIs You Should Be Tracking

IntouchInsight

We know that great customer experiences lead to increased revenue. Happy customers are loyal customers, and loyal customers are more likely to share their positive experiences and recommend their favorite brands to people they know. But when it comes to making the connection between improved customer experience (CX) and revenue growth, CX pros often struggle to prove the value of their programs.

ROI 121
article thumbnail

5 Reasons Your Marketing Needs Human Evaluation

Experience Investigators by 360Connext

Jeannie Walters , speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie and I share something in common: a passion for human evaluation of the customer experience. We both enjoy dissecting the moments that matter to customers and employees to truly understand what fosters a great relationship and yields professional and personal results.

article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

article thumbnail

6 Tips on Upping Email Support Efficiency

GetFeedback

Customers count on email support for quick, convenient help. Learn how to maximize support efficiency without sacrificing quality with these 6 simple tips!

Tips 150
article thumbnail

CXone Brings ClearChoice Contact Center into the 21st Century

NICE inContact

ClearChoice has built its brand around providing a convenient, first-rate, patient-centric experience—an approach that has paid off. In little more than a decade, the company has opened 39 ClearChoice Dental Implant Centers across the U.S., employs more than 70 specialists and has helped over 40,000 patients. The decision to partner with NICE inContact and take full advantage of our CXone Workforce Management solutions has been a key determinant in ClearChoice’s ability to accommodate continuing

article thumbnail

How To Scale Service Design: Coaching

Kerry Bodine

I’ve been writing a series of posts about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first post of the series focused on technology , and the second on the ubiquity of contexts in which practitioners are now applying service design. In this third post, I’ll talk about the discipline’s need for coaching.

article thumbnail

Voice and Accent Training: Re-learning English at Kayako

Kayako

Kayako is a global company with customers all over the world. Even with the HQ moving to London, around 70% of our workforce—including the majority of our support function—is still based in India. We ensure that our support department (and others) grasp of English is the best it can be. But recently, we have been finding ourselves frustrated. Sometimes even the most capable and experienced agents find themselves unable to convey simple messages to our customers.

Training 120
article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

Strategic Positioning | Is Your Customer Experience Agile Enough?

Michelli Experience

From Machines to Living Organisms. I continue to be in awe of consultative think tanks like McKinsey and Company. Over my career, I’ve been blessed to work with McKinsey consultants who often do the heavy lifting to understand optimal strategic positioning for senior leadership teams. Agile Genius. The genius of this collection of talented individuals was well displayed in a recent thought leadership article from the McKinsey Agile Tribe (more than 50 McKinsey team members from across the globe

article thumbnail

Still on the Fence? How to Sell Your Manager on Interactions 2018

NICE inContact

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. Besides the fact that this is the largest, most informative event in our industry, here are our top three: Top-notch training and workshops on NICE inContact solutions but also on trends, challenges and hot topics in the contact center industry.

article thumbnail

How Do We Ensure Employees are Happy and Engaged?

CX Journey

I originally wrote today's post for HappyOrNot. It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. It all started with a tweet. (to the left) My response was: “That’s a blog post on its own! Too much for 140 characters! But definitely need to start with listening to them.” There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them.