Positive Psychology Meets Customer Experience

Experience Matters

Last week, the Temkin Group leadership team attended the World Congress on Positive Psychology in Orlando. Kudos to the International Positive Psychology Association for putting on such a great event.

Living Room Realty: Meeting Customers Where Their Obsession Is

AskNicely

She put together a team that was ingrained in the community — meeting people where they lived. The post Living Room Realty: Meeting Customers Where Their Obsession Is appeared first on Net Promoter Score from AskNicely

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

inContact

How do you know if you’re meeting their expectations for Omnichannel service? The post Are You Meeting Your Customers’ Expectations for Omnichannel Service?

When IVR meets Visual Assistance – Retaining the Lost Waiting Time

TechSee

The post When IVR meets Visual Assistance – Retaining the Lost Waiting Time appeared first on Techsee. IVR technologies are limited without sight.

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

no-obligation phone meeting to see how we can get you going with. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!

Not meeting your Targets? Here’s why

Beyond Philosophy

We help them see how they can alter the way they do things to influence irrational decision making in a way that meets business goals and promotes customer loyalty. The post Not meeting your Targets?

Pet Peeve #3 – Being Late for Another Unproductive Meeting

Steve DiGioia

We’ve had it up to here with meetings (position your straightened hand under your chin for maximum effect). One to discuss the budget, one for payroll, one for marketing and another for something else that doesn’t benefit your customer… …sick and tired of meetings! The post Pet Peeve #3 – Being Late for Another Unproductive Meeting appeared first on Steve DiGioia and was written by Steve DiGioia. Pet Peeves meetingsThis original article was written by Steve DiGioia.

Insights from Meeting Planners at the HSMAI MEET conference

MaritzCX

Last week, I attended the MEET conference in Washington, DC sponsored by the Hospitality Sales and Marketing Association International (HSMAI). This was a premiere conference that gathered a wide variety of meeting planners across diverse industries.

CMO, meet your new best friend: The contact center

Calabrio

The post CMO, meet your new best friend: The contact center appeared first on Calabrio.

How Astea Can Help Meet GDPR Compliance

Astea

As a result of these efforts, Astea now has in place the technical and organizational measures necessary to meet the GDPR’s requirements. The post How Astea Can Help Meet GDPR Compliance appeared first on Astea.

How To Run a Successful QBR Meeting

Amity

A QBR is a formal meeting during which CSMs and Customers review and analyze goals, formulate a forward plan , and agree on action items that will drive success aligned with their company goals.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

to meet the growing demand for unified, omnichannel customer care, Interactions is delivering significant cost savings. Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer.

When Customer Expectations Are Unreasonable, Meet Them Anyway

Who's Your Gladys?

The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys? It takes self-control to handle a customer with over-the-top expectations.

Meet Hero at Sitecore Symposium 2018

Hero Digital

Throughout the conference you’ll see our team talking CX at booth #607 (stop by for a chance to win Bose QuietControl Wireless Headphones ), weaving in and out of sessions, having 1:1 meetings with customers (interested in meeting up? Emerging trends. Thought leadership.

7 Tips for Better SAAS Board Meetings

AskNicely

So don’t come into the board meeting as the external CEO, being the “everything is rosy” cheerleader. ” The same goes after pretty much any heated board meeting. The post 7 Tips for Better SAAS Board Meetings appeared first on AskNicely.

5 service expectations that brands aren't meeting

NewVoiceMedia

Capabilities such as intelligent call-routing, and using a centralised platform capable of tracking customer queries across every channel, offer the simplest ways to ensure your business is meeting the expectations of channel-switching customers. Today’s consumer has become more demanding. They not only want high-quality products, but they also expect high-quality customer service.

Insights from Meeting Planners at the HSMAI MEET conference

MaritzCX

Last week, I attended the MEET conference in Washington, DC sponsored by the Hospitality Sales and Marketing Association International (HSMAI). This was a premiere conference that gathered a wide variety of meeting planners across diverse industries. HSMAI has been gracious enough to sponsor and distribute a series of ‘Future of Meetings’ papers produced through the.

The Top 3 Ways to Forecast for Your Contact Center

agents to meet required. not meeting its goal! estimates to meet anticipated service levels at any given time. to Meet Any Custom. calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM).

Insights from Meeting Planners at the HSMAI MEET conference

MaritzCX

Last week, I attended the MEET conference in Washington, DC sponsored by the Hospitality Sales and Marketing Association International (HSMAI). This was a premiere conference that gathered a wide variety of meeting planners across diverse industries. HSMAI has been gracious enough to sponsor and distribute a series of ‘Future of Meetings’ papers produced through the.

Meeting Millennial Customer Expectations

Eptica

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. This means that organizations need to ensure that the customer experience meets the needs and expectations of Millennials if they want to win and retain their business.

Dealing with Moaners and Complainers during Emotionally Charged Meetings

Who's Your Gladys?

Running an effective meeting isn’t always easy – especially when emotions run high. The post Dealing with Moaners and Complainers during Emotionally Charged Meetings appeared first on Who's Your Gladys?

7 Tips for Better SAAS Board Meetings

AskNicely

So don’t come into the board meeting as the external CEO, being the “everything is rosy” cheerleader. ” The same goes after pretty much any heated board meeting. The post 7 Tips for Better SAAS Board Meetings appeared first on Net Promoter Score from AskNicely.

Artificial Intelligence and the Customer Experience

and solutions designed to meet the growing demand. AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? AI AIAI AI AI Artificial Intelligence: Helpful or Harmful for CX?

Riders, meet Drivers. Drivers, meet Riders.

dscout People Nerds

Molly Stevens on Uber’s effort to connect riders with the flesh-and-blood people behind the wheel

Meet the "Chat Avengers"

Think Customers

Meet TTEC’s “Chat Avengers” – a super force of experts whose mission is to create amazing chat sales and service interactions for consumers and brands. Who are you going to call when you want to deliver a great customer experience with chat?

CMO, meet your new best friend: The contact center

Calabrio

The post CMO, meet your new best friend: The contact center appeared first on Calabrio.

Intelligent Experiences: Where CX Meets Tech

Storyminers

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Are they proactive about meeting increasing customer expectations? To meet. SERVICE DUE TO TRAINING DEFICIENCIES To meet customer service. STRATEGIES To meet increasing customer.

New Media, Meet Old Media…

MaritzCX

I’m always fascinated by mash-ups. My teenage son points out that the mash-up is an old art form, but has gained popularity as DIY and Web 2.0 tools became more prevalent. I’ll buy that. My first exposure to what I now know is a mash-up was a song by Malcolm McLaren (yes, the manager of. View Article. General

New Media, Meet Old Media…

MaritzCX

I’m always fascinated by mash-ups. My teenage son points out that the mash-up is an old art form, but has gained popularity as DIY and Web 2.0 tools became more prevalent. I’ll buy that. My first exposure to what I now know is a mash-up was a song by Malcolm McLaren (yes, the manager of. View Article

New Media, Meet Old Media…

MaritzCX

I’m always fascinated by mash-ups. My teenage son points out that the mash-up is an old art form, but has gained popularity as DIY and Web 2.0 tools became more prevalent. I’ll buy that. My first exposure to what I now know is a mash-up was a song by Malcolm McLaren (yes, the manager of. View Article

Meet the Faces of Customer Experience 2014

Customers That Stick

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. We look forward to meeting more interesting professionals like them in 2015!

The Health of the Contact Center: Are You Ready for 2019?

meeting customer expectations, so where is the disconnect? Given the high demands of today’s customers, if agents fail to meet service expectations, customers. meets their complex needs, agents must manage.

Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service

inContact

While each type of interaction can demand a different channel preference, businesses should at least make all of the primary channels available in order to meet us where we are instead of forcing us to communication channels that we aren’t very fond of.

Why You Struggle To Meet Your Business Objectives (And how to Crush them)

C3Centricity

Invite me to give a Keynote Talk or Presentation at your next Meeting & Get Inspired by the New Ideas & Perspectives. The post Why You Struggle To Meet Your Business Objectives (And how to Crush them) appeared first on c3centricity.

Meet The Avengers of Customer Success Software Implementation

Amity

But, to ensure a seamless implementation process, your buyer needs to set up a meeting between the CTO of the vendor and your own. With laser-focus, they can take initiative at the kick-off meeting and create a plan suitable to your needs.

Sometimes, meeting customer promises isn’t so impressive.

Heart of the Customer

The post Sometimes, meeting customer promises isn’t so impressive. A few weeks ago, I found myself flying Air Canada for the first time.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Opportunities to Meet the Real Needs of. quickly act to meet new customer expectations. transformation to meet elevated customer. from customers to meet their corporate objectives, then design analytics initiatives and implement. New Study Reveals Reliance on Too Few.

Gamification and Crowdsourcing Meet Customer Service

Win the Customer

Customer service is the new battleground for business competition. Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time.

How to Leverage Every Meeting to Build an Uplifting Service Culture

Up Your Service

Many years ago, Steris implemented the idea of a “Safety Contact” as a requirement to open every meeting: a safety tip, process, example or occurrence. From the boardroom to small team meetings, the first item on every agenda is a “Safety Contact”.

Meet Your 2018 Lithy Judges

Lithium

Have you submitted your Lithy?! Well we thought you may want to know who will be reviewing them once we've received yours!

Come and meet the AskNicely team at SaaStr!

AskNicely

The post Come and meet the AskNicely team at SaaStr! The team are all setup here at the SaaStr conference here in San Francisco – make sure you stop by and see us at Booth number S10. SaaStr founder Jason Lemkin has frequently written about how measuring and improving your NPS is important for growing your business and it’s clearly a big theme at the conference this year too! So, we’d love to have a chat about how you’re currently measuring customer satisfaction in your business.

Study: The Health of the Contact Center

meeting customer expectations, so where is the disconnect? Given the high demands of today’s customers, if agents fail to meet service expectations, customers. meets their complex needs, agents must manage.