Sat.Mar 07, 2020 - Fri.Mar 13, 2020

The Proximity Problem

C Space

The Proximity Problem: Is real time tracking of the coronavirus the best thing for customers? Our research shows that the most pressing concern on the minds of US consumers is proximity.

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience

ShepHyken

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x

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Why Customer Experience Is Now Job No. 1 for CEOs

MaritzCX

This article was originally published here. Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience.

The CX YoYo

Confirmit

It may not be a classic scenario of “one step forward, two steps back,” but it seems that for every advance and forward trend in the customer experience arena, there is a contrary counter trend moving in the opposite direction or an unintended adverse consequence.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Use Imperfect Data to Deliver a Perfect Customer Experience

Experience Investigators by 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. There are data sets and analytics and pivot tables, oh my! .

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What Does Customer Experience Look Like in the World of Coronavirus?

MaritzCX

This article was originally published by Inmoment. Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations!

What is the Difference Between Digital Experience and CX?

GetFeedback

The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy. Articles

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3 Steps to Measure CX Impact and Align Your C-Suite Around Experience

Customer Bliss

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell.

XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny

Experience Matters

Watch Bruce Temkin and Isabelle Zdatny from the Qualtrics XM Institute discuss Experience Management. The post XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny appeared first on Experience Matters. Customer experience Disrupt

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

5 Ways AI Drives Customer Experience Innovation

MaritzCX

The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts.

Celebrating Inclusivity at Intouch Insight

IntouchInsight

We continue to strive for excellence in all aspects of our business and to operate as a forward-thinking innovator, and as a champion of all people in technology, regardless of age, gender, or race

23 Service Improvement Tactics That Work (Number 4 Is My Favorite)

Steve DiGioia

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question.

Tap Into XM To Navigate A Recession

Experience Matters

Companies will use Experience Management (XM) to stay better connected with customers and employees during a recession. The post Tap Into XM To Navigate A Recession appeared first on Experience Matters. Customer experience XM - Experience Management

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

InMoment & MaritzCX to Create Future of Work & CX Powerhouse

MaritzCX

Click here to read the original article. The relationships between customers and brands form the core of business success. How well are brands interacting with customers? Are they listening to customer feedback across various engagement channels to improve experiences?

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Pro Tips: Key Takeaways on Building a Solid Foundation for Your Customer Experience Management Strategy

IntouchInsight

We sat down with experts from Parkland Fuel Corporation and Forrester Research to discuss the keys to a strong Customer Experience Management program

Building the Business Case for Contact Center Improvements

NICE inContact

Even for the most obvious investments that drive improvements to your business; the process of building consensus, addressing cultural change and locking down an airtight business case can be troublesome even for the most seasoned business leader.

XM Fireside Chat: ROI Of CX With Bruce Temkin And Moira Dorsey

Experience Matters

Watch Bruce Temkin & Moira Dorsey discuss the ROI of Customer Experience (CX) during this "XM Fireside Chat.". The post XM Fireside Chat: ROI Of CX With Bruce Temkin And Moira Dorsey appeared first on Experience Matters. Customer experience CX - Customer Experience Realize

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Webinar: Artificial Intelligence in Customer Experience Management

MaritzCX

Improve Your CX Program with Innovative AI Technology Imagine if you could predict a customer’s satisfaction score without them ever taking a survey. Or if you could automatically identify patterns in data and take action immediately.

It’s Crunch Time in the Call Center

Jacada

In the digital age, when we discuss business continuity we tend to focus on data security and privacy breaches. Disaster recovery takes on a whole new meaning when preparing for the possibility of a pandemic. Call centers must assess their resilience in the wake of the coronavirus outbreak.

Improve CSAT by Improving ASAT

NICE inContact

Contact centers spend a lot of time and money trying to improve customer satisfaction (CSAT). And they should! CSAT drives customer loyalty and their bottom line. Some are investing in ACD routing, IVR and even speech recognition software to deliver a better customer experience.

Our Commitment to Employees and Customers During COVID-19

Vision Critical

As the world prepares for, and responds to, the Coronavirus (COVID-19) outbreak, we want to express our commitment to the health and safety of our people. The wellbeing of our employees, their families, and our global customers is of the highest priority

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Remote assistance: protecting customers and employees from coronavirus

TechSee

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers.

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Why Adopt Automation When I Have WFO

Jacada

I believe Gartner’s progression from an optimized employee (WFO) has finally matured to the engaged employee (WEM). It's time to accept that automation can support traditional coaching methods. Read More. Jacada Blog

Senior Program Manager Talks about Challenges and Rewards for Women in Tech

NICE inContact

March is globally celebrated as Women’s History Month. But at NICE inContact, we strive to ensure that our customers and employees feel welcomed, heard, and accepted every day.

When Do You Give Your Customer Service Experience a Thorough Exam?

Wired and Dangerous

You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities. What about the service experience you provide to your customers?

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

The Employee Experience Starts with the Hiring Process

ShepHyken

Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company.

CX Pros: Help Your Company & Your Customers Deal With COVID-19

Heart of the Customer

The jolt that nations, and communities, all over the world have experienced in the past few weeks due to the relentless spread of COVID-19 is enough to induce whiplash. While the situation is extremely fluid, all signs point to it getting a lot worse in the U.S. before it gets better.

Uncertainty or crisis? Preparing the contact center for the unknown

NICE inContact

Most of the world has its eyes on the news about coronavirus and its potential business and human impact, and there is uncertainty and potential for disruption in the coming weeks.