Sat.Mar 16, 2019 - Fri.Mar 22, 2019

How to Calculate Customer Experience ROI

Pointillist

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments?

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What Do Companies with High Net Promoter Score Have in Common?

Retently

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers.

Stop Chasing Renewals: Here’s How to Keep Customers Engaged So Renewals (and More!) Will Just Come

Waypoint Group

Too busy fighting figurative fires? Upon benchmarking his native city of Boston to his adopted city of Philadelphia, Benjamin Franklin wrote the famous line “…an Ounce of Prevention is worth a Pound of Cure…” and instilled practices that were proven to reduce fires in the first place.

The Rise of Robo Restaurants

The DiJulius Group

[Part 1 Article] The Rise of Robo Restaurants One perhaps surprising field that has taken advantage of the shift to technology is the restaurant industry, where a shortage of available workers has driven up costs and limited the ability of some restaurants to open additional locations.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

What Does the New Customer Experience Landscape Look Like?

CXApp

Key Technologies Influencing CX Today. CX Data Digitization Innovation Thought Leadership

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The Human Experience Cycle

Experience Matters

As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements: Expectations: What a person anticipates will happen during an experience.

How to Use Customer Insights to Drive Revenue

Vision Critical

In most organizations, the market research or customer insight department is seen as a support pillar for multiple divisions and as a cost center. Customer Centricity

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze

Customer Bliss

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something.

Customer Voice is More Important Than Ever—Here’s Why

GetFeedback

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services.

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.

Complexity Is An Experience Killer

Experience Matters

I just spent two days in Miami with a great group of executives who are part of the SAP CX Client Advisory Board. One of their presentations described the company’s technology transformation, and included a stream of activity around “decomplexing.” ” I loved seeing that! Complexity ends up oozing its way into all types of experiences. Complex products, prices, or processes lead to ill-prepared employees and confused customers.

Is Your Organization Insights Driven? Here’s How to Find Out

Vision Critical

Do you think your organization is customer driven? Here are some simple questions to ask yourself to find out: Customer Centricity

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Journey Mapping & Facilitation Bootcamp: May 8-9 in Chicago

Kerry Bodine

It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build a strong foundation in the concepts and methods of journey mapping.

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Job Satisfaction Surveys: 2 Templates for You to Use

GetFeedback

While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys.

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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.

Hear Your Customers Tell Their Stories

MaritzCX

Engaging Customers with Video Many brands are now choosing to tell their stories through video, and it’s not surprising to see why. 90% of customers say video helps them make buying decisions and 64% of customers say that seeing a video makes them more likely to buy (Forbes).

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Customer Data Shows the “What,” While Customer Insights Reveal the “Why”

Vision Critical

Big data is big business. Enterprises are spending billions on big data. They’ve been using it to drive decision making for years now. But executives are realizing that this type of transactional customer data isn’t enough. Customer Centricity Customer Insights

10 Most Common Customer Service Complaints and How to Fix Them

Kayako

Introduction. While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day.

Make a Survey Online That Will Delight Your Customers, Not Annoy Them

GetFeedback

If you make a survey online without giving it much thought, you’ll find that your customers won’t care for it either. In fact, they’ll probably abandon your survey halfway through or avoid taking it altogether. This reaction to poor surveys is called survey fatigue. It’s not uncommon, and chances are you’ve experienced it yourself at least once. The old school, 20-question survey is no longer acceptable — customers value their time too much.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Predicting Customer Behaviors with Artificial Intelligence

MaritzCX

Defining AI and Machine Learning for Enterprise CX The market is seeing a significant emphasis on the need for predictive solutions, ranging from machine learning capabilities to artificial intelligence (AI).

Product Managers: Your Current Sources of Data and Insight Are Failing You

Vision Critical

According to data from the McKinsey Global Institute , only one product idea out of seven will yield a successful product. Innovation

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DentalPlans.com Performance Soars with Workforce Management in its Contact Center

NICE inContact

With more than 340,000 members nationwide, DentalPlans.com has created a fast-growing niche in dental care by marketing dental savings plans to consumers as an affordable alternative to dental insurance. The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. Outbound callers generate membership sales and renewals, while customer care agents handle provider and member care.

How to Use NPS Data to Transform the Customer Journey

GetFeedback

So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). You’ve decided on the distribution channels and the interactions that will trigger the survey. You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. Finally, you’ve sent out the survey and you’ve sorted your respondents into Promoters, Passives, and Detractors.

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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

New KPI Metrics in the Era of Self Service

TechSee

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. No longer.

Agile Product Development: Validate & Iterate With Rapid Ongoing Insight

Vision Critical

Customer validation is a key part of agile product development. It helps you understand whether you have a product your customers will want to buy, as well as a roadmap to sell it. Innovation

Exceptional CX: The Business Case of Going from Good to Great

NICE inContact

According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. Let that sink in for a moment. When it comes to growing their business, these organizations are betting that customer experience is more important than product or branding. This seems counter-intuitive – but is it?

CloudCherry – Tying Financial Goals to CX Metrics

CloudCherry

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. This is the challenge that every CX leader needs to overcome. In order to prove their value to the company, secure the budget and buy-in they need to make changes, CX leaders must demonstrate an “irrefutable” connection to business metrics.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.