Sat.Jan 12, 2019 - Fri.Jan 18, 2019

Seven Principles of Business Integrity

Integrity Solutions

Any company can put words on paper and talk about what their values are. But if people aren’t living business integrity in everything they do, it won’t matter what you say. “If If you have integrity, nothing else matters.

Perspectives from a Danish CX Practitioner

MaritzCX

British companies have come a long way with utilizing their data to identify customer needs and predict their future behavior and estimate future profitability (the so-called customer lifetime value).

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2 Key Differences in B2B Journey Maps

Kerry Bodine

In our journey mapping bootcamps , we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. While the overall process for creating these maps is the same, there are two key differences.

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The lost suitcase – the sad reality of customer experience evolution

ijgolding

According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage.

Travel 270

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

5 Survey Tips for Getting Better Customer Data

GetFeedback

Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? Wrong.

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More Trending

How to Connect Your Employees to Your Customers and Company Mission

Customer Bliss

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. Netspend is a leading provider of prepaid Visa ® and Mastercard ® cards for personal & commercial use.

Best Intercom Alternatives in 2019

Kayako

Looking for an intercom alternative that’s easy on your pockets and doesn’t skip on any functionality?

When and How to Develop Customer Service Material

GetFeedback

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base.

15 Net Promoter Score statistics you need to know in 2019

Lumoa

Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019! RSS generated with FetchRss

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Do You Lead Your Organization With Clarity of Purpose?

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.

Be the Customer Experience Disrupter

Kristina Evey

Being a business owner or leader requires a paradigm shift around comfort… You must become comfortable with being uncomfortable. Knowing … Read More Be the Customer Experience Disrupter. The post Be the Customer Experience Disrupter appeared first on Kristina Evey. Customer Experience Management Leadership Uncategorized

4 Steps to Improve Your Franchise's Customer Experience

IntouchInsight

Learn how to improve customer experience at your franchise with four useful steps

How To 157

Can Your Customers Sense Trust in Their Journey with You?

Wired and Dangerous

For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and are the keys to building LOYALTY which drives ADVOCACY and GROWTH!

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Automate Contact Center Outbound Calls and Texts for Positive ROI

inContact

For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. Outbound calls and texts are used in a variety of ways, such as to preempt situations or to keep customers up-to-date. They are often used to remind customers about important or upcoming appointments, deliveries, and confirmations, typically helping businesses run smoothly.

Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood

Kristina Evey

In a recent podcast, I discuss how CEO’s, C-Suite and Leadership Teams seem to understand the high-level vision of CX, … Read More Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood. The post Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood appeared first on Kristina Evey. Leadership Uncategorized

CX 101: What Is Customer Experience, Anyway?

Smarter CX

While businesses across industries and verticals are making efforts to improve their overall customer experience (CX), the term “customer experience” is often misinterpreted or vaguely understood.

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Is Customer Experience a Missed Opportunity?

Heart of the Customer

My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing.

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.

How can the Forrester Wave directly impact your RFP/RFI quality?

inContact

The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Is the field of evaluated vendors broad enough? Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked.

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Episode 34 – Understand Customer Experience First to Disrupt for CX Changes

Kristina Evey

Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes. CEO’s, C-Suite and Leadership Teams seem to understand … Read More Episode 34 – Understand Customer Experience First to Disrupt for CX Changes. The post Episode 34 – Understand Customer Experience First to Disrupt for CX Changes appeared first on Kristina Evey. Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes.

Artificial Intelligence Tech: What Is It, and How Can It Create Jobs?

Smarter CX

In the next several years, artificial intelligence will transform how humans interact with businesses. This technical transition is one of the most powerful shifts in computing that the world has ever seen—and it has the potential to be a force of good.

Showcase Your Reviews with Amplify from ReviewTrackers

ReviewTrackers

Amplify , the new review widget suite from ReviewTrackers, displays all or a curated set of customer reviews on your website to increase conversions and boost your site’s SEO performance.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

8 Qualities of Effective Contact Center Agents

inContact

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Many companies, especially those with no brick and mortar presence, are in this very position. Contact center agents have a significant impact on customer experience and thus the bottom line. Additionally, agents influence the morale of their team.

Five AI-Driven Customer Experience Solutions: A survey of the market

CX University

A lot of customer experience pundits are talking about AI. They say it is ushering in a new age, a Customer Experience 3.0. As a notorious heckler, I thought I would have my team research the market, as it stands, in the closing weeks of 2018.

NRF 2019: 3 Days of Retail Customer Experience Takeaways

Smarter CX

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. This year’s event features 37,000 attendees including 16,000 retailers representing 3,500 retail companies.

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Do we Mine or Mind the Gap?

SuiteCX

Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter Scores to your internal partners and then not being able to see how that in turn results in enabling the company to improve their financial or operationals?

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.