Sat.Jan 20, 2018 - Fri.Jan 26, 2018

CX Institute Fills Customer-Centric Transformation Gap

Experience Matters

For years, Temkin Group has worked with organizations that are looking to become more customer-centric, providing guidance to the executives and teams who are responsible for driving this change. But over the last couple of years, we’ve noticed a shift in our work. It’s no longer just about providing our clients with the skills and knowledge they need to be masterful CX professionals. We are increasingly helping them train and motivate a broader group of employees. This evolution makes sense.

Why predictive analytics is integral to the future of CX

CloudCherry

Customers today expect brands to be one step ahead of them. That implies that they are looking for experiences that are accompanied by the ‘ wow ’ factor. To deliver on these expectations, however, the pre-requisite is that organizations need to be proactive.

Data-Driven Decision Making: A March Madness Case Study

Centriam Customer Experience Lab

Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Customer Experience Analytics

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well.

Trends 232

Onwards and Cloudwards! Explore your options for moving towards the cloud

Hear from independent research analyst Jon Arnold and our very own Barbara Gonzalez, VP of Global Business Consulting, on this topic as they discuss the forces driving the move to the cloud and the options for businesses when change becomes mandatory.

Everything You Need to Know about Text Analytics

Lumoa

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love.

NPS 308

B2C Influence on B2B Customer Expectations

MaritzCX

There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.

B2C 302

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Whats the Key to a Strong CX Foundation? Be Obsessed with Your Customers

Customer Bliss

Is your company customer obsessed? If not, it should be! Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up.

How Artificial Intelligence Is Changing eCommerce

QuestionPro Audience

The future is here, and the future is artificial intelligence. A technology that once sounded futuristic is now here, and smart businesses have realized it’s not an optional tool in this tech-crazed climate, and begun implementing AI in order to create the easiest possible user experience.

Mirror, Mirror on the Wall, Who is the Most CX Elite of Them all?

MaritzCX

Do you, your team, or company exemplify exceptional customer experience? If so, the nomination period for the second annual CX Elite Awards from MaritzCX are now open.

Customer Empathy, Lin-Manuel Miranda, and Qualtrics X4

Experience Matters

I love it when my work overlaps with some of my other passions. Well, it’s happening in a big way at the Qualtrics X4 Experience Summit in Salt Lake City on March 6th through 9th. I’ll be skiing in Deer Valley before the event, I’ll be speaking about customer empathy at the event, and Lin-Manuel Miranda will also be speaking. Did you hear me… Lin-Manuel Miranda!I’m I’m not just a fan of Miranda’s, I’m a super fan.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

How to Draft Effective Customer Satisfaction Survey Questions for Hotels & Tourism

Comm100

Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them.

Mobile Panels Online: Market Research in the Mobile World

QuestionPro Audience

The times they are a-changin’. Little known fact: Bob Dylan was singing about market research. Market research is changing, and smart businesses are seizing the opportunity to use smartphones to gather data in a timely, efficient way.

Mirror, Mirror on the Wall, Who is the Most CX Elite of Them all?

MaritzCX

Do you, your team, or company exemplify exceptional customer experience? If so, the nomination period for the second annual CX Elite Awards from MaritzCX are now open.

Your Live Chat Should Create Customer Convenience Not Dissatisfaction

Customer Bliss

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016.

Report 151

How to Create an Exceptional Customer Experience

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

How To Craft Helpful B2B Customer Satisfaction Survey Questions

Comm100

Having another business as your client is a lot different from providing products or services to consumers. But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs.

Report: Channel Preferences Benchmark, 2018

Experience Matters

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016.

Report 146

B2C Influence on B2B Customer Expectations

MaritzCX

There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.

B2C 260

{Infographic} Empathetic Design

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. Follow on Twitter: @josephmichelli.

The Ten Commandments of Customer Service

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

Giving Employees a Voice with Internal Customer Satisfaction Survey Questions

Comm100

It’s 2018, and businesses are finally waking up to the realization that happy employees make for happy customers – which make for happy businesses and shareholders. There’s huge benefits from acting to make sure your employees are happy and engaged.

Customer Service Lessons from The Best 22 Toons of The Shepard Letter

Customer Guru

Happy customers play a major role in bringing repeat business and business through word-of-mouth and referrals. When a customer service agent resolves a customer’s grievance with immense care and attention, the customer will talk about it to his friends and family.

4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA

ijgolding

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation.

Empathic Design – As Close to the Holy Grail as You Can Get

Michelli Experience

Do you have a “go to” song you sing when you are at a karaoke bar? How about a signature dish you like to prepare the first time a new visitor comes over for dinner? Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathic design” toolkit.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How To Create Successful Customer Satisfaction Survey Questions for IT Helpdesks

Comm100

Running an IT helpdesk isn’t easy. It can be tough to find agents who have the right balance of technical knowledge with great customer service skills, and even tougher to assess whether you’ve truly got that balance right.

It Takes More than Great Packaging

Wired and Dangerous

“Matt, give me a $10-12 Merlot with an attractive label.” The request came from the customer in front of me at my favorite adult beverage store. The customer smiled at the clever name on the bottle of wine Matt picked for him. It made me recall my early experience with moonshine whiskey.

Why Must Leaders and Their Companies Now Give More Attention (and Resources) to EX?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world.

{Infographic} Empathic Design

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. Follow on Twitter: @josephmichelli. Save Save.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

How to Create the Best eCommerce Customer Service Surveys

Comm100

You probably know the challenges that come with creating effective customer service or satisfaction surveys, but that definitely does not mean you should give up on your ambitions.

Put People Before Profits

CX Journey

Image courtesy of Pixabay Does your company put profits before people? I bring this up because I've seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales figures are down.

From Supporting Smarter Coffee Machines to Supporting Everything

TechSee

Wake up and smell the….smart smart coffee? The home coffee machine industry has become a hot market, driven by consistent demand for better coffee and improved methods for making it at home. The evolution started with the introduction of the individual coffee pod.

Empathetic Design – As Close to the Holy Grail as You Can Get

Michelli Experience

Do you have a “go to” song you sing when you are at a karaoke bar? How about a signature dish you like to prepare the first time a new visitor comes over for dinner? Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathetic design” toolkit.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?