Sat.Jun 16, 2018 - Fri.Jun 22, 2018

Why a startup mentality may not help big brands

Vision Critical

Large brands are increasingly turning to smaller ones for inspiration. These brands are hoping that by learning and adopting a startup mentality, they can fend off disruption and continue to lead their industry. In many ways, copying or even acquiring smaller players makes sense for larger brands.

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Journey Mapping Your Way to Better Customer Communications

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018. Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers.

How to Improve Healthcare CX: Lessons from a CXO and Hospitality Veteran

Customer Bliss

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center.

How To Best Utilize Content Marketing To Gain Consumer Loyalty

Second to None

The Importance of Content Marketing. Content marketing is frequently used to make certain the target audience sees exactly what they want. This helps ensure they share the content with others while gaining their loyalty to the brand. There are important guidelines for content marketing and the old views should be eliminated. Producing immediate sales from the content is important.

How Omnichannel Ready Are You?

In this white paper, we will highlight some very common customer support problems that exist in most E-commerce businesses. Our intent to provide you with a solution that will set your business apart from your competitors so you can attract and retain your customers better.

More Trending

Nasdaq Speed Reads: Would You Do That To Your Mother?

Customer Bliss

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro.

Is Financial Uncertainty the New Normal?


In many ways, our financial lives have become much less complicated. We can manage our bank accounts online and deposit checks from our smartphones. Those same smartphones can be used to buy a cup of coffee or pay our portion of the restaurant bill.

Abundantly Moving Beyond Business Fear

Michelli Experience

Business Fear: Afraid of Being a Loving Business? Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients.

Keynote Learnings from ICMI Expo 2018: Ernesto Salas, Disney Institute


Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry.

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

Live Chat Mistakes Companies Make And How To Avoid Them


Live Chat. Everyone wants it but nobody wants to do it. It’s one of the hardest, easiest things that a company can do to provide stellar support. Implementation is easy: you find a tool that works for you, turn it on and put it where all of your customers can see it.

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Is Financial Uncertainty the New Normal?


In many ways, our financial lives have become much less complicated. We can manage our bank accounts online and deposit checks from our smartphones. Those same smartphones can be used to buy a cup of coffee or pay our portion of the restaurant bill. But in other ways, our financial lives have become more complicated. View Article. Financial Services

Abundantly Moving Beyond Business Fear {Infographic}

Michelli Experience

+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Is Respect an Obvious Element of Your Customers’ Journey?

Wired and Dangerous

Designing and implementing a customer journey that drives great experiences is a hot topic today. Customers have their ‘antennae” on high alert for journeys that are not easy or frictionless, They quickly leave providers whose journeys lack appropriate expressions of gratitude for their business.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

Don’t Lose Customers to a Bad Contact Center Experience


79% of consumers indicate that they will leave you if you provide them just one bad customer experience. Consumers not only demand the best from your product or service, but they demand the best from your people, and your systems. There isn’t much room for error, and a lot is at stake!

The CX Toolkit Requires More Than a Hammer


While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens. I suppose that’s natural when, as passionate CX practitioners, we want to. View Article. General

AR for Field Service: Should you Choose Smart Glasses or Mobile Devices?


With its value clearly proven within the field service industry and Goldman Sachs predicting that augmented reality (AR) will be an $80B market by 2025, it comes as no surprise that the sector is leading the market in practical implementation of AR technology. .

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Episode 003 – Integrating Your Core Values Into the Customer Experience - Transforming the Customer Experience

Kristina Evey

Shownotes… Core Values Build the Company Culture into the Customer Experience. Core values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. Core values should be unique to your company. Core values provide the framework to help guide many business decisions. Use phrases or sentences as core values to convey the meaning. Core values MUST be exemplified at the leadership level.

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

Journey to Contact Center Success


As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems.

How to Provide a Delightful Customer Service Experience

ProProfs Chat

Did you know that 55% consumers are willing to pay more to have a delightful experience? A report by McKinsey says that 70% of product or service buying experiences are totally based on how the customers feel they have treated.

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Starbucks Could Have Avoided Losing $20 Million, And So Can You

Customer Guru

The leaders of Starbucks , the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot.

3 Ingredients for a Best-In-Class Team, with Niki Hall

Smarter CX is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Hoveround Successfully Navigates Customer Service – Increases Lead Conversion 116%


You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up.

Moving Customers From Indifference to Recommendation

Beyond Philosophy

Are your customers indifferent to you? Colin Shaw and Professor Ryan Hamilton discuss what it means if they are…and how can you move them to recommend you. The post Moving Customers From Indifference to Recommendation appeared first on. Podcast

FIFA World Cup: Translating the Fan Journey to the B2B Customer Journey


Reading Time: 3 minutes After a 28-hour journey of flights and layovers, the sensation of being fresh and excited for a new adventure is not what most would expect to experience – and I didn’t, at least not right away.

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Use Technology to Enhance Customer Experience

Up Your Service

Smart service providers are using technology to delight customers , become more efficient when serving customers, and recover customer loyalty when things do go wrong. Here are three ways you can enhance your customer experience: 1. Make your technology easy for customers to use.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Introduction to SuiteCX and The East Bay Group


SuiteCX brings robust customer journey mapping and strategic scenario planning together for superior customer experience design and execution. By providing customizable journey mapping, customer experience assessments and data driven insights, we help you design, visualize and deliver the optimal customer experience that engages the customer while driving the highest business value. View Document. Documents Thought Leadership

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Why Your SMB Needs to Focus on CX, Too

Smarter CX

Having a great customer experience (CX) isn’t just for big brands. When a small- or medium-sized business (SMB) creates a CX roadmap, they differentiate themselves from the competition and win customer loyalty. However, an SMB faces unique challenges and opportunities when designing their CX.

What college should be about and why UX research is tough


Reading Time: 3 minutes Last week Patrick Donnelly and I were on the beautiful college campus of UC Santa Barbara.

CIOs Checklist: Are Your IT Teams Truly Customer Focused? | #CX #CustServ

Kate Nasser

CIOS, IT Directors, Managers - If your customers still say you lack customer focus, use these 12 insights to reshape your information technology culture and deliver the ultimate IT customer service.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.