Sat.Mar 10, 2018 - Fri.Mar 16, 2018

You’ve Got Data? Well Don’t Start There!

C3Centricity

Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it!

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How Tiny Businesses Can Offer Stellar Customer Support

Kayako

In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period.

Why Human Connections Never Go Out of Style

360Connext

The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter.

Embracing Technology in CX

MaritzCX

Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

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Embracing Technology in CX

MaritzCX

Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies.

Why Your Customer-Centric “Breakthrough” Is Not Working

360Connext

Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. We will create happier employees who care deeply about those we serve.

How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples

Comm100

Imagine this: two sales letters are sent out to the same customer from two different companies. Both companies offer a product that fills the same need and send the letters on the same day of the week.

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6 CCOs Share Lessons They’ve Learned During CX Their Journey

Customer Bliss

I’m so excited to say that the podcast is nearing its 100th episode! I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field.

How Mid-Size Contact Centers are Adopting Cloud for CX Transformation

The combined forces of digital transformation, customer experience and cloud-based contact center products herald a new day for mid-market contact centers by meeting the unique needs and preferences of their business, including: security, control, functionality and speed.

CX Musings from the Shark Tank

MaritzCX

Over the past couple of weeks, I had the good fortune of attending two different conferences where entrepreneur-investors from the TV series Dragon’s Den (in Canada) and Shark Tank (in the US) were speaking. These types of shows are my favorites.

“That’s Not My Department” and 10 Other Phrases Customers Hate

ShepHyken

You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep.

Do Customers Feel Trust in Your Service Experience?

Wired and Dangerous

We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.

Leadership Engagement: 8 Actions to Increase CCO Success

Customer Bliss

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. To start, it’s a role that not all CEOs have figured out how to incorporate into the business.

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

CX Musings from the Shark Tank

MaritzCX

Over the past couple of weeks, I had the good fortune of attending two different conferences where entrepreneur-investors from the TV series Dragon’s Den (in Canada) and Shark Tank (in the US) were speaking. These types of shows are my favorites.

The #CX Perception Gap

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.

These Are The Last 12 Questions You Had On Customer Experience – Promise!

Esteban Kolsky

(lengthy post warning: over 4,000 words). I wasn’t even close. After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. Man, was I off.

Hear from Top Customer Experience Experts – Plan your Interactions 2018 Agenda

inContact

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! We made sure to choose topics that are top of mind for any customer service organization AND we brought the best industry experts to deliver them.

How to Create an Exceptional Customer Experience

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

CXForum 2018 – Sydney

MaritzCX

It has been two weeks since our inaugural APAC CXForum – ‘Creating High Value CX Programs’. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and how can we get people to care’? View Article.

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On Resistance To Change

Kerry Bodine

“Give me an example of a company that’s made a complete turnaround to embracing their customers.” This request always makes me chuckle. I wish I had an answer, I really do.

3 Critical Reasons to Read Customer Reviews

Joe Rawlinson

You probably already know how important the voice of the customer is for your business, but are you placing equal importance on finding the time to read them? Reading your reviews can do wonders for your business, and in this post, you’ll learn why.

Build A Customer-Oriented Culture: An Exclusive Interview with Mr. Stefan Michels, Director, Customer Service and Experience, QVC

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

CXForum 2018 – Sydney

MaritzCX

It has been two weeks since our inaugural APAC CXForum and we hope that you found the day as thought provoking as we did. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and. View Article.

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How To Scale Service Design: Delivery

Kerry Bodine

This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid.

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Guest Blog: You Serve Customers? Is your light on?

ShepHyken

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

The Journey For A Customer-Centric Cultural Change: An Exclusive Interview With Mr. Sumit Nadgir, Director, TrueNorth

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

The Big Assumption That Economists Got Wrong – And You?

Beyond Philosophy

You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite an assumption for years: that people were entirely rational in their decision making. However, they were wrong and we know they were because of the scientific method. Best of all, the truth is fairly simple and makes a lot of sense. Remarkably, this truth wasn’t part of how economists evaluated decision making.

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AI in Customer Service – How to Deliver Real Value Now

TechSee

Artificial Intelligence was the talk of 2017. The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., as well as a PR blitz by some of the leading technology enterprises. The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience.

Amazing Business Radio: Julie Ann Sullivan

ShepHyken

Engaged Employees Make Happy Customers. Are your employees engaged? Shep Hyken sits down with Julie Ann Sullivan, author of “Blueprint for Employee Engagement: 37 Essential Elements to Influence, Innovate & Inspire,” to discuss the impact that engaged employees can make on customers. .

Customer Service: The Past, Present, and Future

Merlin

Customer service has transformed dramatically over the years. In the past decades, technology was at its most basic form, and companies had to deal with limited resources.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.