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

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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.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

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 245

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Linkage Analysis: Connecting the Voice of the Customer (VoC) to Positive Business Outcomes (ROI)

MaritzCX

In today’s industry, there’s a constant demand for corporations to deliver a positive ROI (Return of Investment) from their business initiatives.

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.

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.

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

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

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.

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.

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.

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. Articles

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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.

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

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.

Build a Customer Service Survey That Will Engage Your Customers

GetFeedback

Learn how to build a customer service survey that will increase your customer response rate and get you the customer data you need to succeed. Articles

Survey 195

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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 inContact

“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.

Customer Satisfaction Questionnaires: Top Benefits of Using Them

GetFeedback

There are several benefits that customer satisfaction questionnaires lend to your team, even outside of your customer support and experience functions. Articles

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Teleopti Acquired by Calabrio: A Shared Mission to Humanize the Workplace

Calabrio

This blog is a little different than our usual WFM posts but we have some exciting news! Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences.

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.

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

NICE inContact

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.

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.