Sat.Sep 21, 2019 - Fri.Sep 27, 2019

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A Successful Customer Experience Strategy Means Keeping it Consistent

TechSee

Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty. On his next visit to London, he insisted on being put up – along with his entire team – at the Rochester.

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So You’re a New CX Leader? 5 Tips to Succeed in Your Role

CX Accelerator

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

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Three Ways to Create Greater ROI in Your CX Program

InMoment XI

During an event in Las Vegas I was lucky enough to share three key ways to create greater ROI from a CX program by leveraging our clients’ experiences around driving business success. In my role as a MaritzCX Client Success Practice Lead, I spend time meeting with practitioners in business reviews, reading through CX Program. View Article.

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Don’t Make Customers Do Extra Work!

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. There’s not much that can give me an immediate stomachache like watching that airport conveyor belt slow down and halt without my bag on it.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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[Infographic] Why the Effortless Experience is Not Enough

GetFeedback

If you’re reading this article you’ve probably read or heard about the book: “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty. ”. And now you’re asking yourself, is effortless really enough? . We’ve asked ourselves this question, and after much deliberation, we decided the answer is no. We’re not the only ones who think so—there’s much debate on whether low-effort is really the key to great customer experience.

More Trending

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Get Inspired at the Experience Management Event of the Year

InMoment XI

EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event. This one-day free event is hosted in New York, designed to deliver best practices, inspiring idea exchanges, case studies, and expertise from top thought leaders and practitioners of experience management programs. You don’t want to miss!

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Managing Moments of Truth: Engineering a Better Member Experience at Credit Unions (Part 1)

CloudCherry

Photo by Van Tay Media. Managing Moments of Truth: Engineering a Better Member Experience at Credit Unions (Part 1). A credit union is one of the only organizations that manufacture a product with the recipient of that product—the member—present. And because a credit union’s product is service itself, service is really the one true way for credit unions to differentiate themselves in a competitive banking space.

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How to Earn Executive Support for Your VoC Program

GetFeedback

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . Although many CX professionals understand the importance of VoC and its impact on experience and customer loyalty, many are unable to quantify the business value of their initiatives (75% to be exact, according to CustomerThink research ). .

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So You’re a New CX Leader? 5 Tips to Succeed in Your Role

CX Accelerator

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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ahm Improves NPS Scores with Interactive Voice Response (IVR)

InMoment XI

ahm is a no-nonsense health insurance company that has been doing business for over 40 years and has over 700,000 ahm members. Addressing Systemic Issues and Using NLP Analytics with Unsolicited Feedback to Eliminate Failure Demand ahm has one of the most sophisticated voice of the customer programs in Australia and is always looking. View Article.

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Roadblocks on How to Fix Customer Retention

CloudCherry

‘L-eh eh eh- t’s…Let’s stay together (‘gether)’. Whether a customer is ‘shiny and new’- a phrase used by this week’s ‘Sweets of CX’ guest, Jeannie Walters – or a loyal, long-time supporter of your brand, it’s all about keeping the healthy relationship going. In her conversation with our own James Gilbert, Jeannie- author, speaker, consultant, owner of Experience Investigators by 360 Connext , and CX Expert for 20 + years- educates us on the ins and outs of Customer Retention.

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How Powerful CRM Can Help You Delight Customers

NICE inContact

The last couple years have seen an important turning point for customer service and customer experience. Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving. Many companies recognized the importance of digital customer service and CX as key differentiators. 89% of businesses are soon expected to compete mainly on customer experience.

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How to Earn Executive Support for Your VoC Program

GetFeedback

Learn how to earn executive support for your Voice of the Customer (VoC) program through these proven-to work strategies and tactics.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Not All Customer Data Are Created Equal: Why You Should Move Toward High-Quality Consent and Declared Data

Alida

With new privacy regulations and a greater public awareness of online privacy rights, we marketers have had a fire lit under us. We must be more careful and thoughtful than ever when deciding how to access and utilize customer data. This environment, coupled with the desire for more targeted information to help maximize marketing dollars, is leading businesses to focus less on the amount, and more on the quality of data used to reach customers.

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How to Bring More Humanity into Customer Communication

Kayako

Humanity – according to the Merriam Webster dictionary – is defined as compassionate, sympathetic, or generous behavior or disposition: the quality or state of being human. . It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. It’s well known that they have created a customer-obsessed culture whose aim is to wow their customers, creating deeply loyal advocates.

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4 Steps to a Streamlined Digital Customer Service Workflow

NICE inContact

Agility and ease are key concepts in digital customer service , regardless of your industry or the size of your business. We recently collaborated with T-Mobile, one of our clients, to learn more about how they offer better, more efficient digital customer service. Here’s what we found out. T-Mobile was facing a commoditized market and needed to differentiate beyond price and promotion.

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[Infographic] Why the Effortless Experience is Not Enough

GetFeedback

An infographic that explans why effortless experience is not all that matters when it comes to cultivating customer loyalty.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Prove Your Customer Experience Value to Earn the Headcount You Need

Customer Bliss

Are you lacking headcount in your organization? If so, you’re not alone, and I want you to view this as a challenge and a test. You will need to establish, with tactics, what the work will be to garner headcount. Headcount allows you to have more order and structure within your organization. You need it to have a better understanding of who does what in the company and how it trickles down to the customer experience.

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Not All Customer Data Is Created Equal: Why You Should Move Toward High-Quality Consent and Declared Data

Alida

With new privacy regulations and a greater public awareness of online privacy rights, we marketers have had a fire lit under us. We must be more careful and thoughtful than ever when deciding how to access and utilize customer data. This environment, coupled with the desire for more targeted information to help maximize marketing dollars, is leading businesses to focus less on the amount, and more on the quality of data used to reach customers.

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Empire Today Moves to CXone, an Easy Decision

NICE inContact

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The move to NICE inContact and the CXone cloud platform came soon thereafter. “It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. By the time the home improvement and furnishings company made the switch, there had been plenty of frustrations with the old system.

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Automated NPS for Salesforce

GetFeedback

This playbook is designed to help you set up your Automated NPS program and integrate it with Salesforce. It provides.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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3 Ways to Realign Your Organization to Focus on Customer Experience

Customer Experience Update Submitted Articles

Employees who feel cared for care for your customers. And that starts with having a defined culture.

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The Future of Customer Experience — And Where Leaders Can Focus Today

Experience Investigators by 360Connext

Let’s talk about the future of customer experience. I’m often asked about it, and I’ll tell you this universal truth: Customers will expect more than we can give them. You heard that right. We are reaching a point when expectations will become so high that it will be challenging for us to keep up with them. What can we do? Just build a bunker and wait it out, I suppose.

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Seamless CX Meets Strategic AI

NICE inContact

Here’s the problem: 91% of customers expect a seamless experience when moving from one method of communication with a company to another (e.g., chat to phone). Yet only 24% of businesses give themselves an excellent rating in providing this seamless customer experience (CX). So, what are these stand-out organizations doing that the other 76% aren’t?

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AI Chatbots: The Dream vs. The Reality (Pt. 1 – Delight)

Comm100

The concept of “artificial intelligence” often gets invoked as a buzzword by enthusiastic tech theorists or marketers, but in this series, I’ll show you how AI chatbots are used right now by real companies with real business objectives. I’m not a theorist or a marketer, I’m someone with experience implementing AI chatbot solutions which provide value to businesses, as well as their customers.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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5 Ways to Deliver Better Service Just in Time for National Customer Service Week

ShepHyken

National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In fact, the original intent was to focus more on employees than customers, but I’m happy to celebrate both. In customer service, there are so many ways to do things right.

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Any Press Is Good Press, Right?

Beyond Philosophy

Well…It depends! When I started Beyond Philosophy back in 2002, nobody knew us. I implemented a strategy based on one of Oscar Wilde’s phrases. Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.” We put loads of material out there to ensure we were “talked about.” We discussed marketing efforts in our latest podcast.

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AI in Contact Centers – IT Gets the Driver Seat

NICE inContact

Artificial intelligence is one of the hottest topics today and nearly every C-level executive is eager to understand how AI will transform their business. Contact centers are no exceptions. Only about a third of the customers are willing to use bots and virtual assistants to interact with companies AI is not a customer pleaser, yet! But it shows high potential.