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Kayako
AUGUST 7, 2019
Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like. Ease of business is everything.
Steve DiGioia
APRIL 1, 2019
As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best. Service doesn’t end when we’re sick or tired.
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InMoment XI
SEPTEMBER 30, 2019
Recently more and more of our clients are considering adding a significant reward component to their customer experience (CX) programs. This may take place by directly rewarding CX outcomes, or by adding them to an existing reward-based incentive program. Many automotive manufacturers have been using CX outcomes in their reward-based incentive programs for decades. View Article. General
ShepHyken
AUGUST 23, 2019
This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. They sign in from different devices and communicate through all available means. They are real-time users looking for a rewarding shopping experience, and they expect the best service. How can you meet these potential consumers’ needs?
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The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!
Experience Investigators by 360Connext
JUNE 25, 2019
The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience themes, for example, audience members will approach with the B2B questions: Why should we care about customer experience in B2B? It’s totally different than B2C!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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IntouchInsight
APRIL 4, 2019
CX thought leader, Annette Franz, discusses the key components required to go from customer experience data to customer experience outcomes
C3Centricity
JULY 1, 2019
One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. It is, therefore, understandable that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.
InMoment XI
DECEMBER 17, 2019
Using Video Technology to Inspire Action User generated video is becoming a ubiquitous part of modern life. According to research, consumers spend more than 80% of their screen time on mobile devices.
Alida
MARCH 22, 2019
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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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
IntouchInsight
AUGUST 22, 2019
Your source for the best knowledge on collecting data to drive business improvements
Customer Bliss
OCTOBER 10, 2019
Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs.
NICE inContact
JULY 19, 2019
Rome wasn’t built in a day, and neither was the Internet. Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just about changing software, but about changing the way marketing and customer service teams talk to customers.
Centriam Customer Experience Lab
MARCH 28, 2019
Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. Put customer experience at the heart of your operations.”- McKinsey. Customer experience is the key competitive differentiator.” - Wall Street Journal. Yet, a common theme that emerges when we talk to clients about their CX efforts is the struggle with how to get started.
Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic
In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.
Lumoa
JULY 2, 2019
Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data. Feed generated with FetchRSS
GetFeedback
FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers. Because of this, customer experience should be the primary focus of any company.
GetFeedback
APRIL 16, 2019
Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors. Getting it just right is all about asking the right customer experience questions.
Totango
JULY 23, 2019
Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time.
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Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.
Lumoa
AUGUST 12, 2019
The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. Feed generated with FetchRSS
ijgolding
JANUARY 14, 2019
According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration.
CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas. Could this be part of the reason that a huge percentage of CX initiatives are failing?
Experience Matters
MARCH 20, 2019
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.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.
Vonage
APRIL 25, 2019
Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. But this is a mistake. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other.
Kristina Evey
APRIL 10, 2019
Customer Experience is based on customer feedback and engagement. With the presence of review sites such as Yelp, TripAdvisor, and … Read More To Respond or Not Respond to Customer Feedback – That is the CX Question. The post To Respond or Not Respond to Customer Feedback – That is the CX Question appeared first on Kristina Evey. customer complaints customer feedback
Centriam Customer Experience Lab
FEBRUARY 14, 2019
Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Plus, to get executive buy-in to invest in customer experience (CX), processes and technology are needed to track CX programs and quantify their impact on the bottom line. Customer experience strategy CX tools and technology
InMoment XI
MAY 6, 2019
The interview shared below was written and conducted by the CybageTimes. You can view the original article here. “Skill, ethics, and a purpose-driven outlook is what makes a great team deliver compelling customer experience and drives exceptional business performance.” ” — Bruce Arnett, CTO, MaritzCX Being a People Leader Bruce has over 20 years of. View Article. General
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Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.
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