2020

Customers Want Personalized Experiences and Privacy: Can They Have Both?

Experience Investigators by 360Connext

How To Create a Customer Insight Strategy

Lumoa

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Customer Journey: How a Holistic Strategy Drives Profitable Business Growth

Steven Macdonald

Digital Customer Experience: Big Results on a Small Business Budget

NICE inContact

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

How Does Knowledge Management Improve Customer Engagement?

Sadie Williamson

More Trending

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.

How To 205

B2B Customer Experience Best Practices

Craig James

B2B 282

Why Technology Won’t Help You Understand Your Customers

C3Centricity

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. .

3 Essential Lessons Leaders Must Embrace to Transform Experience

Customer Bliss

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Cultivating Trust in Times of Change: An Interview with Jeanne Bliss & Erin Fenn

IntouchInsight

Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust

How To 383

How Can YOU Make The World A Little More Beautiful?

Kerry Bodine

This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet.

5 Great Customer Experience Automation Cases

Lumoa

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Three Phases For Heading Back To Business

Experience Matters

Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Apollo 13: NASA’s Greatest Innovation Moment 50 Years Ago

MaritzCX

In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical.

The Big Advantage of Being Small

NICE inContact

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly.

How to Calculate Your Net Promoter Score (NPS)

GetFeedback

NPS calculation formula and interpretation of data. Articles

CEMantica – turning sticky notes into actionable insights

ijgolding

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Stay Connected With Customers During Uncertain Times with Calabrio and Amazon

Calabrio

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing.

Is the Future of Retail, Physical or Virtual?

C3Centricity

Denyse Drummond-Dunn · Is the future of retail in the stars? Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets?

Retail 243

In this Pandemic, Move How You Listen to Customers—From ASKING to UNDERSTANDING

Customer Bliss

I want to talk about listening, and especially listening to your customers right now. Recently, I’ve received some questions including: Do you stop your surveys? How do you listen?

Groups 243

Customer Experience Planning: Ask These Reflection Questions

Experience Investigators by 360Connext

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

3 Questions To Guide Your “New Normal” Customer Experience Strategy

Kerry Bodine

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold.

How to Prioritize Customer Experience Initiatives

Lumoa

We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on.

How To 309

Experience Management In A Crisis: Shift From Trending To Sensing

Experience Matters

Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn. But organizations need to shift from a rhythm of tracking to an obsession with sensing.

Trends 239

Employee Experience: Seeing the Forest for the Trees

MaritzCX

Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

With communities rapidly becoming the central location for self-service, support, and connection, these programs are under as much scrutiny as any other investment. However, often it can be a struggle to fit CX scoring systems onto a living, organic community and as such, the value of community is often under-reported and subsequently under-resourced. On Tuesday, April 20th at 12 PM EDT, Nichole Devolites will share with us in an exclusive webinar: The top three scoring systems: NPS, CSAT, and CES and what they are used for. How a community can impact a much broader customer survey. The benefits and detractors of integrating each into a community to help determine which approach is right for you.