2017

How to Start Improving CX in the Real World

360Connext

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

How To 569

Follow the CX Tea Leaves

MaritzCX

Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan.

Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience

Kristina Evey

LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty.

Companies showing great CX in the wake of natural disasters

Customer Bliss

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

ijgolding

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here….

More Trending

Purposeful People Are More Loyal Customers and Employees

Experience Matters

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. It turns out that it has a pretty significant impact in both of these areas. In our latest U.S.

Study 367

Do You Need to be Assertive to Provide Great Customer Service?

Steve DiGioia

…here’s 7 ways to get you started This original article was written by Steve DiGioia. You still haven’t learned how to speak up, huh? Maybe you’re just afraid of confrontation? I know, you don’t want to offend anyone, right?

Is Emotional Intelligence Key To Outstanding Customer Service?

Kayako

Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does.

5 Tips to Lower Contact Center Attrition

inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Crafting a customer experience roadmap

Jacada

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More. Jacada Blog

Text Analytics as Future of Customer Experience? We Asked Jim Tincher.

Lumoa

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning.

NPS 304

How to Implement Experiential Marketing and Brand Loyalty Into Your CX Strategy

MaritzCX

Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them.

Customer Experience Lessons from a Crew Regatta -

Kristina Evey

Crew Takes Teamwork – Just Like CEX. Customer Experience Requires Teamwork. Teamwork was the focus of my weekend recently. Two of my kids just finished their last crew regatta of the fall season. We were up in the Leelanau Peninsula in Michigan and the scenery couldn’t have been better.

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.

Develop and Commit to a Set of Core Values to Elevate Customer Experience

Customer Bliss

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years.

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

ijgolding

I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment.

Why Are Customers So Rude, Stupid, Entitled? (Or Important!)

Comm100

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for.

Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

Michelli Experience

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Report: Five Steps For Building A Strong CX Metrics Program

Experience Matters

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal. Despite these benefits, few organizations have actually built a strong metrics program.

How to Write a Compelling Customer Support Email

Kayako

When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and day out. That’s because you probably are! But that doesn’t mean it has to be boring.

How To 332

Interactive Voice Response – What it is, What it does, Where it’s going

inContact

Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. In case you wondered: IVR and voice portal are similar, but not the same.

13 stunning stats on the growing CX leadership gap

Vision Critical

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.”

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

Declaration of War? North Korea and What Americans Think About Recent Threats

QuestionPro Audience

In July 2017, North Korea announced that it had fired the first intercontinental ballistic missile capable of hitting the United States’ mainland. President Trump responded by using his favorite social media platform, claiming that the North Korean leader and its government had nothing better to do.

How Voice Interaction and the Internet of Things are Changing User Experience

MaritzCX

Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back.

What marketers can learn from #fakenews

AskNicely

Bruce Springsteen believes that his whole career has been built on the back of 1000 true fans.

The CX topic we need to address more

Customer Bliss

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that.

Tools 302

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.