Heart of the Customer
OCTOBER 6, 2021
This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders. I’ve talked with hundreds of […]. The post 10 Questions for B2B CX Leaders appeared first on Heart of the Customer.
Steve DiGioia
OCTOBER 3, 2021
I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”. I guess I couldn’t ask for more. But something happened that made me disappointed in the service.
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NobelBiz
OCTOBER 5, 2021
Customers demand personalized attention from your agents and supervisors, who are well-trained and informed about your products or service. However, it is only possible with strong management from your supervisors, excellent follow-up from your agents, and effective leadership from you as the owner. Being a leader in the contact center industry can be difficult for some and simple for the most experienced owners and directors.
InMoment XI
OCTOBER 7, 2021
In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. As most of you probably know, there are several important aspects of goals you need to consider. I like using the SMART acronym for setting motivating goals because it is both comprehensive and better yet, easy to remember. .
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Lumoa
OCTOBER 7, 2021
Nobody likes a know-it-all, but, if we may, we would love to provide some specific definitions for you about digital experiences and their variants because it is valuable information to know. Terminology can be tricky when seeking ways to improve, no matter the industry or trade. And although it might seem like a debate in semantics, understanding the distinction is something to keep in mind when looking for ways to set yourself apart from competitors.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kerry Bodine
OCTOBER 5, 2021
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all current and aspiring CX practitioners, we’re offering a $100 discount on every seat for our upcoming October / November two-part open-enrollment virtual journey mapping bootcamp. Just use code CXDAY21 at checkout.
InMoment XI
OCTOBER 5, 2021
You know that old saying, “There’s no ‘I’ in ‘team’?” Well, there may be an “I” in “customer experience,” but there’s no arguing that customer experience is definitely a team sport. That’s why we’re so happy to celebrate this year’s CX Day theme, “CX is a team sport.” In our decades of experience, we’ve been a part of countless CX programs, and the most successful ones go into their efforts with a team-centric mentality.
TechSee
OCTOBER 5, 2021
With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines. But this time, the issue isn’t a global pandemic or foreign political unrest that has caused some petrol stations to introduce a £30 cap on the amount of petrol people can buy. Believe it or not, it’s the lack of lorry drivers.
BlueOcean
OCTOBER 8, 2021
As the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Clients of all types turn to our company to make sure their customers receive a high level of service excellence. Not everyone gets to follow their passion at work, so I consider myself lucky. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target.
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IntouchInsight
OCTOBER 7, 2021
Fall is finally here! As the weather cools down and retailers ramp up for the holidays, let us be the Goose – no, not the Christmas kind – to your Maverick with our latest Changes in Consumer Habits report.
Beyond Philosophy
OCTOBER 7, 2021
Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.
ShepHyken
OCTOBER 6, 2021
I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. . In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?
Uniphore
OCTOBER 7, 2021
It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. To do just that, one of the best ways is to learn from the examples of the best in the business. Delivering great customer service above and beyond what people expect relies on various best practices and innovations like Conversational Automation solutions to resolve customer service challenges.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Alliance by IFS
OCTOBER 8, 2021
The IFS Champions program shines the spotlight on exceptional individuals that work for IFS customers, making use of their IFS. The post Navigating the invisible ERP spider’s web: IFS Champion Minna Ingram appeared first on IFS Blog.
Eptica
OCTOBER 4, 2021
Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Published on: October 04, 2021. Author: Pauline Ashenden - Marketing Manager As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.
Myra Golden
OCTOBER 6, 2021
Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live!
Uniphore
OCTOBER 8, 2021
By Annie Weckesser, CMO + People at Uniphore Company Culture Makes the Difference The business landscape is littered with companies that have a great idea and great products or they have strong funding and a pedigreed leadership team… and yet, they don’t achieve broad success or worse, they fail. Why? It comes down to an often-overlooked, yet vitally important part of a company: its culture.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Zeisler Consulting
OCTOBER 6, 2021
If you manufacture widgets, you may have market dominance based on being super-duper great at making widgets. Perhaps you’ve got a niche in a particular type of widget or a certain feature. Likewise, if you’re a service provider and you have perfected a certain sort of experience in delivering that service to your market, you’re likely in a very comfortable position because when people want not just the service you provide, but want it in the way you provide it specifically, they know you’re t
Eptica
OCTOBER 8, 2021
Date: Friday, October 8, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to make your customer service more agile and flexible. Published on: October 08, 2021. Author: Pauline Ashenden - Demand Generation Manager From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control.
Zonka Feedback
OCTOBER 4, 2021
The past year changed the way businesses operate. Organizations across all industry verticals adopted remote working.
Uniphore
OCTOBER 7, 2021
What is Conversational Flow Analysis? Conversational flow analysis is what helps conversational AI better understand what humans are talking about using the context associated with different sections or phases of an agent/customer conversation. With more accurate and deeper understanding, AI can better predict intent, guide agents with appropriate information and actions, help resolve issues faster, analyze correctly, and optimize the conversation.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Beyond Philosophy
OCTOBER 2, 2021
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If I had a more efficient family and less expensive friends than you have now, would you like to trade? I can guarantee they will save you time and money.
dscout People Nerds
OCTOBER 7, 2021
We walk (or swim) through how to research potential products WITHOUT asking the taboo question, “Would you use this in the future?
Totango
OCTOBER 7, 2021
Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.
Uniphore
OCTOBER 4, 2021
Massive spikes in call volume. An unexpected pivot to work-from-home models. Investment and budget cuts. The COVID-19 crisis has created intense challenges for customers, customer service and support operations, and agents. Customers need and want to talk to people more than ever for assistance, but they’re frustrated by longer hold times, slower resolutions, and agents who can’t quickly glean customers’ emotional state and address their needs.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Myra Golden
OCTOBER 7, 2021
My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. #servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .
Advantage Communications
OCTOBER 4, 2021
Customer service is the foundation of any business. When done well it will boost profits, enhance brand reputation, generate repeat business, give companies a competitive edge and increase customer retention.
Kapta Customer Success
OCTOBER 4, 2021
Splitting your organization's accounts into general accounts, key accounts, and strategic accounts sets the foundation for your teams' entire strategy. But once you lay the groundwork, it's just as crucial to give your account managers access to the tools and resources they need to cultivate the best possible relationships with their clients.
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