Sat.Apr 20, 2019 - Fri.Apr 26, 2019

Re-Engage Your Customers with Customer-centric Research Methods


Most customers want to tell their service providers about their experiences and relatively few customers take the trouble to contact a company proactively, leaving surveys as one of the primary ways of expressing feedback.

Top 5 learnings we’ve discovered working with the best companies for customer experience.


Top 5 learnings we’ve discovered working with the best companies for customer experience. by Junior Hewitt on 25 Apr 2019. Customer Success. Customer Experience.

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Has your NPS program become…boring?


As purveyors of customer experience management software, we are fans of using the Net Promoter Score (NPS) system to boost customer happiness. NPS is the wildly popular customer loyalty metric that is used by Fortune 500 companies and startups alike to building customer centricity.

NPS 52

How to Increase Customer Retention?

ProProfs Chat

How do you grow your business? How do you ensure its continued success? Well, one answer to that question is to make more sales, and no doubt that is important, another answer to that is customer retention. And what exactly is customer retention?

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 whitepaper to learn how important conversational AI is to your CX strategy.

Effective Customer Support: Why it is the Lifeblood of Your Online Business?

ProProfs Chat

Just because you have managed to start up your online business smoothly, you might think that it’s going to be a success immediately. The truth is, the real challenge begins only now!

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Introducing Unforgettable: a CX Video Series from Oracle Customer Experience


If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer.

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Welcome, Jade Mulé!

Kerry Bodine

I’m thrilled to announce the addition of Jade to the Bodine & Co.

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Are Customer Satisfaction Score (CSAT) Surveys Still Relevant?


Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more. Which begs the question: In today’s environment, is the Customer Satisfaction Score (CSAT) survey still relevant? Our take?

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How to choose the right text analysis software


What you can do and the benefits of a text analysis software. Find out what you need to think about when deciding on a text analysis software to invest in. Feed generated with FetchRSS

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.

The Last Mile: Where CX Matters Most to Customers, Companies and Agents


In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience. CX matters to a company’s success – and can be more valuable than product features, aggressive pricing or innovation. New Challenges.

Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights

Kristina Evey

Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey. Employee Experience internal customers Leadership Podcasting

Improve Your Customer Service With These 5 Steps


Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever.

Operationalizing CX Part 2: Inner-and Outer-Loop Actionability


MaritzCX is excited to deliver the second part of our Ask the Experts webinar series on Operationalizing CX. View the first webinar here).

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!

Make Customer Delight About Delivering Value with Jon Herstein of Box

Customer Bliss

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers.

How integrating social media into the rest of the business will increase revenue


Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. But this is a mistake. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other.

Basic Research Builds B2C Business with Custom CRM Integration


As a major wholesale distributor and direct-to-consumer seller of dietary, and health and beauty products, Basic Research was using a variety of contact center technologies that didn’t always work well together. But by switching to NICE inContact, the company has sharpened and expanded its customer intelligence, empowered its agents with better information and streamlined the entire customer experience.

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Modern Marketing Strategies Every Company Needs to Try Today


The marketing world is moving at a breathtaking pace. Having creative solutions isn’t remotely enough to attract new customers and retain your old clientele. In 2019, you have to think innovatively and be up to date with all the current trends. Before everything, you need to make sure your website design is user-friendly. It’s the first impression most people will get of your brand and it will be your main calling card for future success.

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.

Customer Contact Week Digital: Disrupting the Live Chat Experience


According to Customer Contact Week Digital’s latest Disruptive Technology Review , 96% of organizations agree that creating smooth omnichannel experiences is a priority, but only 20% of them are getting live chat right. Clearly, there’s a disconnect here. There’s so much more to live chat than just reactive, customer-initiated conversations.

How to Evaluate CCO Positions: 5 Steps to Ensuring the Right Fit

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.

CX to XM: Propelling Humanity & Intelligence

Experience Matters

As you have hopefully seen, I’m now running the Qualtrics XM Institute, where we will be producing easy-to-consume, compelling content and training that both inspires business leaders with experience management (XM) possibilities and helps them drive value from their programs. Many people have asked me recently about why we’re now focusing on XM instead of on customer experience (CX). The quick answer is that we are still focusing a lot on CX.

How to Justify a CX Program—An Overview


Where would your business be without its customers? It wouldn’t be a business at all. That’s why companies are increasingly dedicating time, energy, and resources to improving the overall customer experience (CX). Although your products and services are essential for a great experience, they’re not the only component. Customers need to easily be able to find answers to questions and contact support when issues arise.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Is Your Customer Service Hurting Your Sales Performance?


If you had the choice of selling to a customer base that’s happy or for a company that has a stellar reputation for customer service, compared to the opposite that would be a no-brainer decision. The quality of service customers receive when contacting a business has a direct impact on sales success and company revenue. Here’s just a few sample data points to back this up: 89% of customers are willing to buy more products and services from a business that delivers a great customer experience.

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The Future of Customer Experience isn’t Omnichannel


Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. The challenge is that only 30%.

AI Predictive Maintenance and Proactive Customer Assistance


A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The costs associated with downtime continue even after production has resumed.

Should we get rid of Annual Performance Reviews?

Kristina Evey

Should we get rid of Annual Performance Reviews? My answer is Yes. Yes, to the traditional method anyway. Let me … Read More Should we get rid of Annual Performance Reviews? The post Should we get rid of Annual Performance Reviews? appeared first on Kristina Evey. employee engagement Employee Experience Leadership

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.