Sat.Mar 30, 2019 - Fri.Apr 05, 2019

Successful Customer Experience: 3 Critical Things CX Leaders Get Right


When we look at customer experience leaders today , it’s unsurprising there are a number of things they have in common. When looked at from a macro level, we see that many of the individual strategies and tactics that these leaders deploy roll up to three high-level areas of strategic focus.

Differentiate your CX with emotional connections


3rd Apr 2019. We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from. Peter Dorrington. European Director of Customer Insights

What Customers Really Want When They Leave a Bad Review

It's really easy to get caught in the mindset that says 'a customer who leaves a bad review just needs you to placate them with a refund or a freebie of some kind.' Yet when I set out to ask customers what they really wanted when they left a bad review, the responses were surprising.

Don’t Let Lack of Customer Trust or Feeling Valued Undermine Marketing Engagement


Article by Ernan Roman Featured on Let’s discuss two factors that will derail your marketing: lack of trust and lack of feeling valued. If consumers do not have a perception of trust regarding your company, they’ll have no interest in anything you have to say to them.

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.

Guest Blog: The Rise of Chatbots in Customer Experience


This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators.

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3 Ways to Serve a Customer Even When We’re Not at Our Best

Steve DiGioia

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did?

How YETI Stays Ahead with Feedback


Today, YETI’s top tier coolers and drinkware have become a symbol of status and trendiness for outdoor enthusiasts. And with good reason! After all, how often can you boast about having a cooler that is bear-proof , fortified from the elements and can withstand even the roughest elements ?

How To Write A Winning Marketing Plan: 8 Questions Every Marketer Should Be Prepared To Answer


How hard is it to write a marketing plan? After all, every marketer writes one every year, so how difficult can it be, right? Well, writing a marketing plan isn’t hard at all, but writing a winning plan is very difficult. And time consuming.

How A Legacy Organization Embraces Digital Media to Engage Audiences in a Meaningful Way

Customer Bliss

How does a legacy organization integrate digital media in a way that facilitates a meaningful customer experience?

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.

5 Tips to Improve Call Center Selling

NICE Systems

Successful call center agents are trained to pinpoint customer needs and resolve their pain points. This service-oriented approach to the customer experience uniquely positions call center agents to become successful upsell representatives, ultimately contributing to helping their company achieve revenue goals and improve sales effectiveness. . Here are 5 steps organizations can take to improve call center selling . Differentiate between upselling and cross selling.

3 Scenarios Where Email Surveys Are the Best Option


With all this focus on alternative survey distribution channels, you may think that emails are going the way of the rotary phone, but that couldn’t be any further from the truth. Email surveys are still the tried-and-tested avenue most brands use to collect feedback from their customers. .

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Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights

Kristina Evey

Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read More Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights. The post Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights appeared first on Kristina Evey. B2B Customer Experience Customer Experience Management Employee Experience Podcasting

Computer Vision AI: The Secret Ingredient for Contact Centers


Today’s contact centers face a daunting challenge. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019.

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.

5 Tips to Improve Call Center Agent Productivity

NICE Systems

Agents are the biggest asset in any contact center. Ironically, agent turnover is seen as the number one challenge for contact centers. Contact center executives are always looking at ways to invest in agents – hire the best agents, train them better and retain them longer. An increased agent productivity is a proven formula to drive better employee motivation and hence retention. . Here are some tips to improve agent productivity in your contact center. .

How to Create Better Surveys: Your Business Depends on it


Find out what it takes to create effective customer surveys and start sending customer surveys right away! Feed generated with FetchRSS

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Customer Experience Questions to Challenge Yourself Every Day

Kristina Evey

Want to improve your Customer Experience in one easy step? Ask yourself- did you do everything you could for the … Read More Customer Experience Questions to Challenge Yourself Every Day. The post Customer Experience Questions to Challenge Yourself Every Day appeared first on Kristina Evey. Customer Experience Management Customer loyalty Perception

How National CineMedia (NCM) Engages Their Hard to Reach Audiences and Positions Itself as an Expert on Moviegoers

Vision Critical

More and more companies today have a strategic imperative to align around the customer. It’s becoming evident that getting to know your customers – and I mean really knowing them – can lead to better decision making and improved business outcomes.

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.

Athens Services: “How Did We Go for So Long” Without WFM?

NICE Systems

Athens Services continues to expand its trash- and recyclables-hauling business to include partnering with communities and other groups on disposal and other environmental communities. The company’s growth has exploded, especially after winning a contract with the city of Los Angeles, in addition to serving residential and commercial customers in communities across Southern California. Before NICE inContact, Athens Services did not have an IVR.

Designing The Customer Experience for Marketers


Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. However, expectations with the importance of CX is continuing to grow. 23% of B2B CMO’s see CX as a top 3 objective. So how do Marketers that assume CX responsibility address this with less budget without giving up important technology needed for other aspects of Marketing? This research appears to demonstrate a clear truth: it is often easier to say something than to do it.

How to Turn Surveys from Being a Chore to a Choice


This article was written by Gillian Mackay, Strategic Consulting Director at MaritzCX, and originally published here. Engaging Customers with Creative Technology You’ve just finished a call to your bank about a fairly mundane matter when you are asked to stay on the line to complete a telephone survey. Sound familiar? What do you do? View Article. General

The Power of a Smile


“Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I noticed her smile at someone who, in turn, smiled back.

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!

Collaborative Solutions Deliver for Engaging Solutions

NICE Systems

As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a very short window of time—often 90 days.

Don’t Just Automate: Orchestrate


Over the last few months, I’ve been trying to practice mindfulness. More specifically, trying to be a little bit more cautious in the way that I use my phone. But every now and then, you find a real gem during those mindless roams, like this funny thread on Reddit, seen a few weeks ago.

Video Brings Your Customer’s Insight to Life


At 12:01AM on August 1, 1981 MTV took to the air waves and forever changed the music industry. Video offered a new perspective and changed how the world experienced music. Today, video is revolutionizing CX programs by offering a new perspective on how organizations see, hear, and respond to their customers. Join MaritzCX and LivingLens. View Article

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Customer Experience and The User Review


I recently found myself shopping for a new TV. Our old Television had begun to emit an annoying high pitch and would sometimes shut down on its own. We were tired of adjusting the volume. So, we set-off to find a new TV. It was up to me to come across a brand-new model that would perform well. So, it’s Friday night and I had already got online and started my search.

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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.