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

Lessons from Liberation: Building a foundation for successful digital experience

Aveus

A couple weeks ago at the Medecision Healthcare Liberation Conference, I attended the Chief Experience Officer roundtable where we had an excellent discussion around how payors are thinking about their digital experience.

Planning For Insight: How to Build an Insight Roadmap For Customer Centricity

Vision Critical

An insight roadmap is a plan to keep your organization focused on customer centricity. It brings together stakeholders to agree on key objectives that your insight community will inform.

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5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

How to Stay Connected With Your Customers

Win the Customer

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. .

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

Top Tips for Successful B2B Customer Communication

inSided

Good communication is vital if you want to improve your company’s bottom line and grow your business. When you communicate well with customers, your chances of success in business increase exponentially.

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Delving into CX Measurement Strategy : An Interview with Ian Goldin

SurveySparrow

“Many, if not most organizations around the world are measuring the customer experience badly!”. Survey Sparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Ian Goldin , one of the most respected voices in the Customer Experience (CX) industry.

Shifting the Dynamic from Vendor to Partner with Customer Success

Strikedeck

Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Artificial Intelligence: CX As You Like It

NICE inContact

As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It.

A Complaint Is an Opportunity

CSM Magazine

In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service. If your organization receives virtually no complaints this is not a sign that.

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Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Customer Satisfaction Score (CSAT) Industry Benchmarks

GetFeedback

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). .

Care for Your Employees, So They Can Show Care to Customers

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.

Make Every Voice Heard With Speech Analytics

Think Customers

There’s an old saying that says sometimes you have to look back to move forward. In the contact center space, interaction analytics, also known as speech analytics, provide organizations with 20/20 vision on their customer interactions and a path for action to enhance them.

Serving your customers' emotional needs

MyCustomer

We all like to think our buying decisions are totally rational. Yet, according to Professor Gerald Zaltman of Harvard, 95% of purchases are.S 26th Nov 2019. By Ermir Shakaj Senior Solutions Consultant

How to Create an Exceptional Customer Experience

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

The future of EX: 20 predictions for 2020

Qualtrics

Our team of EX Scientists have donned their soothsayer hats to see what’s coming around the corner in 2020. From AI to climate change, here are the opportunities and challenges that will define the next 12 months… 1. Companies will seek out the bad (not just the good).

How to Use Guest Feedback to Drive Organizational Success

inmoment

Guest experiences don’t exist in siloes. From marketing to HR and operations, your entire organization plays a role in delivering memorable customer experiences (CX) and interactions that lead to increased customer loyalty. .

Planning for 2020? Don’t miss out on Key Contact Center Investments

NICE inContact

As we step into 2020, we see companies investing more in Customer Experience (CX) initiatives than ever. There is a clear business case to invest and improve CX – happy customers buy more, are easy to service and bring in new customers through recommendations.

When Tech Talks Tough, But Can’t Follow Through

NetBase

Not all analytics technology incorporates the very latest capabilities, but that doesn’t stop them from talking the walk. What’s really going on behind that scenes when it comes to the very latest – and amazing – artificial intelligence available to brands?

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

10 Facts You Need to Know About Data Security

CSM Magazine

With the cost of cybercrime now exceeding $1 trillion dollars, here are some key facts about data security management. Fact #1: Cyber Attacks are on the Rise. The Internet has changed our lives forever, and most would argue that the change is for the better.

8 Customer Journey Analytics Your Customer Success Team Needs to Track

ClientSuccess

It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. .

3 Ways to Show Gratitude to Your Customers and Employees

MaritzCX

November is an exciting month for consumers and businesses alike. Thanksgiving Day, Black Friday, and Small Business Saturday kick off the holiday season with a bang, creating a crucial moment for great customer experiences to shine.

Make A Choice About How You Want To Show Up in the Marketplace

Customer Bliss

As we take time to relax, spend time with our families, or ponder on how to best close out the fourth quarter, I’d like to share a few words with you.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

With CXone, Valvoline Drives Results that Exceed Expectations

NICE inContact

Valvoline, Inc. had identified a significant service issue that ran counter to the company’s brand standards, Quick. Trusted.

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best

BlueOcean

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Agent.

A Day in the life of a Member Experience/CX Champion

CloudCherry

Who doesn’t want to be a Champion? The best place to start? Learn from one.

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3 Ways Some Customers Are Like the Dreaded New Driver

Steve DiGioia

Your eyes were bugged-eyed open, and they darted back and forth hoping to see everything (but they never did). Sweat started, a little at first, then it seemed to flow from every pore and made your clothes stick to places you didn’t even know you had.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

Defining Artificial Intelligence: Say “Hello!”

NICE inContact

Are you ever confused by the term AI? In this blog post, we’ll clear up some common misconceptions, outline what it really is, and explore the different branches of AI being leveraged in modern contact center software today. The term AI is more than just a buzzword! Let’s dive a little deeper!

Why MaxDiff Isn’t the Method You Want

Vision Critical

Wondering how to determine what's most important when it comes to your offering? Best Practices

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When Things Aren’t Going Well, Will You Accept Blame?

ShepHyken

In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success.