Sat.Mar 23, 2019 - Fri.Mar 29, 2019

5 ways to prepare for a new era of Customer Experience


If you’re familiar with the Gartner Hype Cycle , you’re probably familiar with the “peak of inflated expectations” and the “trough of disillusionment” that are precursors to the “plateau of productivity” represented by emerging technologies. While Customer Experience (CX) is not a technology (although technology supporting CX is becoming more and more prevalent in Gartner’s hype cycle), you may be observing a similar CX evolution in your organization and in the market.

How data analysis of customer reviews could have helped WOW Air avoid a shut-down


The post How data analysis of customer reviews could have helped WOW Air avoid a shut-down appeared first on Keatext. Customer Experience airlines hospitality WOW Air

The Power of Effective CX Leadership

CX Chronicle

We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. While this is certainly true, it also requires an experienced and committed CX Leader. Of course, being a CX Leader is not easy. It’s even harder to be an effective one.

4 Tactics to Building and Managing Customer Success with Allison Pickens

Customer Bliss

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

7 practical steps to build a data-driven CX program

Centriam Customer Experience Lab

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. Put customer experience at the heart of your operations.”- McKinsey. Customer experience is the key competitive differentiator.” - Wall Street Journal.

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How to Improve Small Business Call Centers

NICE Systems

Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service. . If you’re a small business without a call center today, why should you create one? Almost every business interacts with its customers in some way, usually by phone.

How to Grow as a CCO: 5 Lessons in Leadership

Customer Bliss

I’ve been so pleased with the response to my recent video on looking ahead at the state of customer experience, which sparked a lively conversation on LinkedIn and gotten more than 13,000 views so far (wow!).

Menu monster: the IVR that devoured customer experience


Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most.

Survey Tools: Everything You Need to Know to Choose the Right Tool for You


No matter what kind of business you’re in, you need to know your audience well in order to sell to them, educate them, and to ultimately retain them as loyal customers. So, how can you learn about them? Sending surveys. But, in order to be successful, you need to create surveys deliberately. You need the right survey tools. When it comes to choosing survey tools, there are a number of factors at play.

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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.

The Five-Stage Road to Customer Experience Maturity: Where is Your Organization?

NICE Systems

Most contact centers share a goal of delivering excellent customer service. But how many truly achieve that objective? Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others.

How to Engage Gen Z in the Contact Center


Quick, is Gen Z old enough to work yet? No checking Wikipedia…. Answer: Yes. While there is a bit of a gray area between where exactly Millennials stop and Gen Z starts, demographers pretty much agree that the starting birth years for Gen Z are in the late 90s.

7 Ways to Get Better at Customer Service


Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers.

Net Promoter Score: The Complete Guide


The Contact Center KPIs that Matter Most – TechSee Data Sheet Collection Part 1. In the first of our new series of in-depth data sheets, you’ll discover the huge impact that Visual Support has on NPS, according to some of TechSee’s biggest clients.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Valvoline Firing on All Cylinders with CXone

NICE Systems

Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking. Callers to the centers encountered a lot of background noise.

5 Critical CX Insights You’re not Gathering Today


Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. At CloudCherry, we want to disrupt the customer experience industry. There’s a lot of noise out there about what CX teams should be doing. But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts.

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Six Tech Essentials to Streamline Your Restaurant’s Operations


Six technologies that can streamline your restaurant operations and improve your restaurant’s relationship with its customers and staff in the process

Retail Auto: Developing “Customers for Life” with Outbound Programs!


Service BDC 2.0 Catching the call” is the primary objective for service BDCs. It’s the main reason they are launched and first and foremost in the minds of service managers and GMs. That’s still valid. But there’s a number two priority that will be just as important for the future, in fact, it already is. View Article. Automotive

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The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Most AI Chatbots will Fail, and That’s Okay!

NICE Systems

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. According to WhosOn , 68% of people prefer to have root canal without anesthetics, a tax audit or a dinner with mother-in-law, rather than to wait on hold.

What Men Want: African-American Men on Love, Dating and Marriage

QuestionPro Audience

In a recent article based on an EBONY/QuestionPro study, we took a deep dive into Black women’s current attitudes on love, dating, marriage and other issues. The data was surprising and complex. But what about the guys?

Is Your Live Chat Disaster-Proof? How to Avoid These Real-Life Chat Fails


We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. But a lot can be learned from looking at the negatives too.

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Nobody Goes There Anymore… It’s Too Crowded


The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

What is an IVR (Interactive Voice Response)?

NICE Systems

At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. For example, if they just want to know their account balance. . Before I go deeper into WHAT an IVR is, I think we should start with the WHY. Why should you use an IVR in your contact center? Some core advantages of an IVR in a contact center environment include: .

Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs

Kristina Evey

Customer Experience deliverables separate from traditional ROI Clarity and alignment of your desired Culture and Core Values A unified front … Read More Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs. The post Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs appeared first on Kristina Evey. Core Values Customer Experience Management customer satisfaction employee engagement Podcasting Uncategorized

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Do You Believe in Your Company's Core Values?

CX Journey

Image courtesy of Pixabay Do employees believe in the core values? Do they even know their company's core values? Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are right and which are wrong.

Expert Roundup: What Does Great Customer Service Mean to You?

ProProfs Chat

Whenever organizations ask, “what does great customer service mean to you?”, I end up saying “it depends!”. And, it is true. What could be a great aspect for me can turn out to be an average aspect for others during their customer journey.

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.