Sat.Jun 01, 2019 - Fri.Jun 07, 2019

Why Complexity Is Killing Your Customer Experience

COPC

It is often said, the simple things in life are often the best. The reason that statement has held true for a long period of time is simply because the vast majority of people agree with it.

Customer Service Isn’t Dead: How to do it Right & Companies Already There

Comm100

With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important in the digital age. The opposite couldn’t be more true. Deciding what business areas to devote your time and finances to is growing in difficulty as businesses become more complex. Customer service needs to remain near the top of your priority list because of the great amount of competition in the market and how fast news can spread on social media.

Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment.

Service NSW Tops My Worldwide XM Tour

Experience Matters

I’m on my way back from Australia; the end to a very long, but wonderful road trip.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

7 Secrets to Business Growth from Leading Global Brands

C3Centricity

Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace.

Brands 190

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The Importance of Closing the Feedback Loop: A Discussion with Dropbox’s CCO

Customer Bliss

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies.

Stop Obsessing About Organizational Alignment

Experience Matters

I was recently asked a question that I hear a lot, how do we get alignment across our large, complex organization? This is an important question since the path to Experience Management (XM) often requires large-scale change. I’m now just saying: Stop focusing so much on it.

Build a Customer Service Survey That Will Engage Your Customers

GetFeedback

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys.

Survey 227

Kayako’s Help Desk as a Platform

Kayako

When looking for the best help desk several factors should be considered. For instance, you’d want a help desk that can cater to your small business and scale as you grow. And you’d want features you need now and those you’d need later, at a price that’s affordable and small business friendly.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Reward Employees for Congruence of Heart and Habit

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.

Episode 52 – Loren Beck From Zappos Discusses Culture

Kristina Evey

Hi everyone – today is throwback tuesday. This is an oldie but extremely goodie interview I had back in 2009 … Read More Episode 52 – Loren Beck From Zappos Discusses Culture. The post Episode 52 – Loren Beck From Zappos Discusses Culture appeared first on Kristina Evey

How to Improve Customer Experience with Content Marketing

GetFeedback

Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In order to achieve that though, it is important to make sure that you are providing your customers with the best services possible.

Walking In Your Customer’s Shoes

ShepHyken

You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities.

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 white paper to learn how important conversational AI is to your CX strategy.

International data collection – a success factor for any thriving business

QuestionPro Audience

Content Index. What is meant by international data collection? Example of the use of international data collection. The role of international data collection in market research. Why is there a need for international data collection? Factors that influence international data collection.

Data 195

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.

Coaching — Medicine for the Contact Center

NICE Systems

“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!”. What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are high. What should I do to correct them? Can I take medication for it? Do I need to change my diet?”. Sure feels like there is a second half of the message that the nurse is leaving out.

Your Front is different than your Back

Jacada

As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face. Read More.

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.

Online consumer research panels – A hot topic in every industry

QuestionPro Audience

Content Index. What are online consumer research panels? Definition. Why are online consumer research panels necessary: How listening and capturing authentic insights from your online consumer research panel helps: Shifting online consumer panel insights to action.

Customer Satisfaction Questionnaires—Top Benefits of Using Them

GetFeedback

Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. But only if you use them correctly. With a fast-growing business, it’s important to do anything you can to continue to boost growth and customer happiness—and customer satisfaction questionnaires are one of the best ways to do that.

Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key

NICE Systems

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology. Businesses are very confident while consumers are proceeding with caution. You can read more about this study here.

9 Essential Tips for Winning at Customer Success

ProProfs Chat

Technology has changed communication norms for good. With ongoing technological developments, a new term is born: Globalism. Thanks to its combination with the internet, there are no limits for communication.

Tips 100

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!

Making the Most of the Customer Renewal Process

Totango

Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the brain are activated when a customer sees a brand they like.

Guest Blog: Connect With Your Customers & Watch Your Business Grow

ShepHyken

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere.

Are You Best Positioned to Digitally Transform and Differentiate Your Organisation?

NICE Systems

Salesforce World Tour London 2019 is over, and we at NICE inContact in UK and Ireland already are planning and looking forward to next year’s event. This was the first time that we have participated in the UK event and what a thought-provoking, hectic, yet ultimately rewarding day it was — even if the feet were a little sore at the end of the day!

Artificial Intelligence Gets Real in Field Service

Astea

Deliver Smarter Service Through Artificial Intelligence. Artificial Intelligence (AI) is not a foreign concept in field service. In fact, it has been around since the 1950s. Until recently, thought leadership and market outlook reports about AI were predominantly forward thinking.

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.