Sat.Oct 13, 2018 - Fri.Oct 19, 2018

Take Action with These 3 Steps to Help Your Customers Achieve Their Goals

Customer Bliss

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience?

Course 239

TELUS Realizes Direct Cost Savings and Churn Reduction

MaritzCX

TELUS is Canada’s largest healthcare and IT provider. They are also the fastest growing national telecom. However, in 2016, TELUS’ CX program was fragmented.

3 Ways to do More with Customer Experience Personalization

Comm100

Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease of use, innovation, and speed are just a few – companies should be paying more attention to consistency and personalization.

Call Centers are the Front Line of Customer Service

inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Ziba Design: Focus on the Internal Customer

AskNicely

We’ve got another dose of CX Obsession goodness for you today, and some good news — for our next CX Obsession event, we’re leaving our fair city of Portland and taking this show on the road! Where to, you ask? That depends on you — take our quick poll and let us know where we should head next! >

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5 Steps to Understanding Customer Needs Through Mindset Data

Smarter CX

Businesses now live in the age of “experience” Thanks to the digital revolution, so much of a brand’s bottom line now depends on customer experience because consumers have more access to information (and therefore more access to alternatives) than they’ve ever had before.

Data 222

[NEW RESEARCH] Can your Contact Center Keep Up with Changing Consumer Demands?

inContact

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth.

Find and Eliminate Dirty Data That’s Lurking in Your Salesforce CRM System

GetFeedback

Salesforce’s customer relationship management (CRM) tool helps businesses support their customers in a powerful and efficient way by allowing them to combine big data with sophisticated customization. Yet, a tool is only as powerful as the hand that wields it, so it’s important to be cognizant of possible pitfalls that may occur when using a CRM system. Since data is the deciding factor of most strategic business decisions, it’s essential to prioritize the maintenance of CRM data integrity.

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4 Customer Experience Potholes to Avoid

Customer Bliss

In my new 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.

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.

NPS Playbook: How Act-On Actions Customer Feedback

AskNicely

Opening the NPS Playbook: Cross-functional Customer Feedback Response Workflows. Your Net Promoter Score should never be a static number. It’s the measure of your customer loyalty and a metric that customer-obsessed companies know will help them grow — if they can make the number go up.

NPS 195

Sometimes you win, sometimes you learn – a review of the 2018 UK Customer Experience Awards

ijgolding

I have often written about the fact I feel truly blessed to be able to practice my vocation on a daily basis. I am afforded the opportunity to see and experience so many different things, in so many different places.

10 Tips to Increase Productivity in a Team

Kayako

Increasing a team’s productivity can be very important when it comes to successfully completing a task or a campaign you’re working to deliver. No matter how productive and effective your team is, there are always ways for you to help them become even better.

Tips 177

For Employees, A Positive Impact Means More Than Money

Experience Matters

In our latest consumer benchmark study, we asked more than 5,000 U.S. employees what they felt was the most important thing they want to accomplish at work. The top motivator, by a very large margin, is Making a positive impact. This option was chosen three times more frequently than the next highest option, Earning a lot of money. I also examined the data by age groups. It turns out that almost all of the items are very correlated to age.

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

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

How Long Will Your Customer Wait for a Field Service Technician?

Smarter CX

A visit from a field service technician isn’t typically something that a customer looks forward to. It has historically involved a pre-arranged appointment during an inopportune and large window of time, which requires re-arranging of schedules and a lot of sitting around and waiting.

How psychology affects the customer experience of voice support

UJET

When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about.

Do Your Employees Add “Spice” to Make Special Experiences?

Wired and Dangerous

Customers today have higher expectations than ever. They expect speedy, frictionless treatment that telegraphs they are valued, special and unique, not just one of the masses.

Hotels 170

How Cannabis Retailers Can Responsibly Sell Marijuana

IntouchInsight

There are many nuances with the laws and regulations of the recreational use and sale of cannabis. Here's how cannabis retailers can responsibly sell marijuana

Retail 156

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

NICE inContact named a leader in Gartner Magic Quadrant for Contact Center as a Service

inContact

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. And we achieved the highest overall position for our ability to execute.

Why is my smart device making me feel dumb? The challenges of onboarding IoT devices

TechSee

James wants to water his lawn. He picks up the hose, turns on the water, and a few minutes later…the job is done. Then James installed a smart sprinkler system.

Video 156

Advance your CX Work by Uniting the C-Suite in Their Commitment and Accountability

Customer Bliss

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO.

When Our Customers tell Overstated Stories and We believe Them

One Millimeter Mindset

Current and potential customers can tell us overstated stories. To attract our attention, negotiate business with us. And lead us on and on and on. So, why do we continue to believe them? Until we don’t, anymore? First of all, we are flattered that these customers contacted us.

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.

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

inContact

As the leading specialty bedding retailer In the U.S., Mattress Firm has carved out a unique—and healthy—niche in the $29 billion bedding industry. The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 billion in annual sales (2016). But the Houston-based company was losing sleep over its two contact centers.

How to Capture the Voice of the Customer in 2018

Vision Critical

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018.

How To 141

Getting your customer service team ready for the holiday shopping (and returns, and shipping, and problems) season

Comm100

Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can be a hair-raising and difficult experience to handle.

How is Customer Experience defined?

Customer Guru

Customer Experience is the only true differentiator for brands today. It is a very broad term encompassing various factors. While we believe that no one definition can do justice to this term, we’ve put together a list of definitions of CEx by experts.

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.