InMoment XI
DECEMBER 15, 2022
Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work? Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. Think of digital experience trends being the new maps application in your business.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
Often criticised for removing the human touch from customer experiences, conversational AI virtual agents can help employees be more human and empathetic
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
IntouchInsight
NOVEMBER 10, 2022
If you’re reading this, we can assume you know the importance of customer experience in driving brand growth and revenue. But today, it's easy to suffer from opportunity overload when deciding how to improve your customer experience programs. When presented with a variety of products, services, and partners the only real limitations are time and budget.
Customer Bliss
FEBRUARY 18, 2022
As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once agai
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
eglobalis
OCTOBER 29, 2022
The Best Customer Experience books 2002 list, Data and Design Readings of 2022, CX, experience design, cx strategy. The post The Best Customer Experience, Data and Design Books of 2022 appeared first on Eglobalis.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
JANUARY 18, 2022
Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset. A strategy. A business discipline. Customer experience is more than one area, product, service or person.
C3Centricity
JANUARY 17, 2022
Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation. At times like these I find it useful to motivate with some inspiring quotes from people much wiser than I. If you are looking for ways to motivate and inspire your own team, then I am sure you too will enjoy these.
Steve DiGioia
MAY 23, 2022
You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can. (NOTE: McDonald’s has regional variations in their menu to accommodate local tastes). But what if you work at a location that is having difficulty maintaining the corporate standards because your venue doesn’t conform to the design that the standards
TechSee
JUNE 16, 2022
Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Bill Quiseng
JANUARY 3, 2022
Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion.
InMoment XI
JANUARY 4, 2022
We’ve all been there. You’re shopping for something online and you start to compare options on different websites. You’re excited to explore a particular item, but as soon as you click into the brand’s website, a little window pops up asking you what you think of the website experience. “What experience?” you think. “I barely just entered the page!”.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
A series of reports produced by various firms over the last 10 years show that the average success rate of M&A deals is 20% or less. Most of them talk about “shareholder value destruction”.
IntouchInsight
NOVEMBER 18, 2022
You’ve probably heard people talking about the metaverse over the past year. From Facebook rebranding as Meta to Taco Bell hosting a virtual reality wedding — there's been no shortage of news. Brands are already juggling a variety of in-person and digital channels so adding yet another one to the list may seem like a headache. But the metaverse presents more opportunities than obstacles.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Beyond Philosophy
JULY 14, 2022
When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” To this day, I am still proud of that report card. Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage. When we make people laugh, it’s disarming. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive.
Retently
MARCH 16, 2022
With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education.
BlueOcean
OCTOBER 10, 2022
The launch of your outsourced contact center implementation may be a strenuous time – there's so much at stake for your business. That said, it shouldn’t be a headache.
Experience Investigators by 360Connext
FEBRUARY 1, 2022
Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . If this describes your organization, I hope you know how fortunate you are. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to b
Advertisement
This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
ShepHyken
JANUARY 5, 2022
I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.
Steve DiGioia
JANUARY 3, 2022
We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected. The product or service should be reasonably priced and in line with similar products. The product or service should be safe to use.
Seaton CX
OCTOBER 12, 2022
The Second Commandment of CX Influence: Never Give a Bad Surprise in Public. Meg slammed her Sharpie down in the strategy meeting. Some blunderbuss in Product just unloaded a dumptruck of blame on her support team, and things were about to get western.
Bill Quiseng
APRIL 1, 2022
QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, you met their expectations and they were satisfied.
Speaker: Igli Laci, Strategic Finance Leader
In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a
InMoment XI
MAY 4, 2022
We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. “Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction. Satisfaction is largely influenced by the value of services provided to customers.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
If you think about it, data is a lot like food. There’s a huge choice. Some of it is good and much of it is mediocre. Your enjoyment of it, and the value you assign to it, can be impacted by many factors – how well it has been sourced, the quality of the various elements, the care with which it is handled and prepared, the ultimate presentation to you and how it makes you feel after you’ve consumed it.
ChurnZero
OCTOBER 3, 2022
Are Customer Experience and Customer Success really the same? If not, what are the differences that set them apart? Perhaps, more importantly, how can businesses leverage both of these practices to improve customer retention and reduce churn?
Beyond Philosophy
FEBRUARY 10, 2022
I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Retently
AUGUST 29, 2022
One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. This is an easy question to answer, although one that’s best tackled in detail. Discussion on social media platforms like Facebook and Twitter can be a powerful, accurate and valuable signal of public opinion, whether it’s aimed towards a business,
NobelBiz
OCTOBER 5, 2022
NobelBiz | Blog. How to Measure the Return On Investment (ROI) Of Your Contact Center Solution?
Eptica
AUGUST 4, 2022
Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Published on: August 05, 2022. Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. But many transformations fail to deliver the benefits they promised.
Expert insights. Personalized for you.
529 
Let's personalize your content