INDUSTRY INSIGHTS YOUR PEERS ARE READING
I am a storyteller. I have spent the better part of my life sharing those stories on stage through song, dance, and acting. And, when I joined the CloudCherry Team over two years ago, I felt certain that little- if any- of the skills I’d honed during this 20-year career would be transferable. MORE
In today’s industry, there’s a constant demand for corporations to deliver a positive ROI (Return of Investment) from their business initiatives. MORE
We talk a lot in this blog forum about partnership and who you should choose as an outsourcer contact center partner, but where you choose to outsource to is almost as important an element in the procurement process. MORE
Today’s customer is very different from customers of the past. Customers today are Picky –more cautious in their choices. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy. MORE
Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace. MORE
With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important in the digital age. The opposite couldn’t be more true. Deciding what business areas to devote your time and finances to is growing in difficulty as businesses become more complex. Customer service needs to remain near the top of your priority list because of the great amount of competition in the market and how fast news can spread on social media. MORE
Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward. MORE
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. MORE
Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Indeed, there are many brands with cult-like followings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. MORE
Digital is the new norm, and it’s disrupting the way customers communicate with brands. With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency. MORE
Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry. MORE
I’m on my way back from Australia; the end to a very long, but wonderful road trip. MORE
I was recently asked a question that I hear a lot, how do we get alignment across our large, complex organization? This is an important question since the path to Experience Management (XM) often requires large-scale change. I’m now just saying: Stop focusing so much on it. MORE
While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. MORE
We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. MORE
When looking for the best help desk several factors should be considered. For instance, you’d want a help desk that can cater to your small business and scale as you grow. And you’d want features you need now and those you’d need later, at a price that’s affordable and small business friendly. MORE
CX tools are dominating the software space. In fact, according to Capterra , there are over 300 different customer experience tools currently on the market. This isn’t surprising, considering customer experience is becoming a more important metric year after year. This is because, within most industries, customers have more than one (sometimes dozens) of similar options to choose from right at their fingertips. MORE
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. MORE
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand MORE
I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM. MORE
Practice makes perfect, right? But in business sometimes there’s no time for practice. You’ve got to be perfect now. At NICE inContact, we’re always thinking about digital customer service. We love finding ways to make customers happy and helping businesses raise the bottom line while doing it. We do the practicing, so you don’t have to. We’ve looked at the trends, we’ve listened to customers, and now we’ve put our key learnings together. MORE
“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. MORE
In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience MORE
Experience Matters
JUNE 18, 2019
I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM.
GetFeedback
JUNE 10, 2019
We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle.
MaritzCX
JUNE 17, 2019
Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry.
C3Centricity
JUNE 5, 2019
Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace.
Advertisement
A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
IntouchInsight
JUNE 20, 2019
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand
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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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Experience Matters
JUNE 6, 2019
I’m on my way back from Australia; the end to a very long, but wonderful road trip.
GetFeedback
JUNE 16, 2019
Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward.
MaritzCX
JUNE 5, 2019
In today’s industry, there’s a constant demand for corporations to deliver a positive ROI (Return of Investment) from their business initiatives.
BlueOcean
JUNE 13, 2019
We talk a lot in this blog forum about partnership and who you should choose as an outsourcer contact center partner, but where you choose to outsource to is almost as important an element in the procurement process.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
IntouchInsight
JUNE 19, 2019
In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience
Wired and Dangerous
JUNE 10, 2019
Today’s customer is very different from customers of the past. Customers today are Picky –more cautious in their choices. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy.
Experience Matters
JUNE 4, 2019
I was recently asked a question that I hear a lot, how do we get alignment across our large, complex organization? This is an important question since the path to Experience Management (XM) often requires large-scale change. I’m now just saying: Stop focusing so much on it.
GetFeedback
JUNE 3, 2019
While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys.
Advertiser: Interactions LLC
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 Bliss
JUNE 4, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.
Kayako
JUNE 13, 2019
At Kayako, we’re big proponents of live chat customer support. That’s because we know how powerful it can be at helping boost your customers’ experience—and your business in the process.
IntouchInsight
JUNE 13, 2019
Our recent webinar featured special guest, Kerry Bodine. Watch this on-demand webinar now to learn how to develop a journey mindset at your organization
Comm100
JUNE 6, 2019
With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important in the digital age. The opposite couldn’t be more true. Deciding what business areas to devote your time and finances to is growing in difficulty as businesses become more complex. Customer service needs to remain near the top of your priority list because of the great amount of competition in the market and how fast news can spread on social media.
Speaker: Diego Lo Giudice and Chad Hendren
With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.
NICE Systems
JUNE 18, 2019
Digital is the new norm, and it’s disrupting the way customers communicate with brands. With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency.
GetFeedback
JUNE 11, 2019
Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Indeed, there are many brands with cult-like followings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review.
Customer Bliss
JUNE 12, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.
Kayako
JUNE 4, 2019
When looking for the best help desk several factors should be considered. For instance, you’d want a help desk that can cater to your small business and scale as you grow. And you’d want features you need now and those you’d need later, at a price that’s affordable and small business friendly.
Advertisement
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!
CloudCherry
JUNE 13, 2019
I am a storyteller. I have spent the better part of my life sharing those stories on stage through song, dance, and acting. And, when I joined the CloudCherry Team over two years ago, I felt certain that little- if any- of the skills I’d honed during this 20-year career would be transferable.
Kristina Evey
JUNE 5, 2019
Hi everyone – today is throwback tuesday. This is an oldie but extremely goodie interview I had back in 2009 … Read More Episode 52 – Loren Beck From Zappos Discusses Culture. The post Episode 52 – Loren Beck From Zappos Discusses Culture appeared first on Kristina Evey
NICE Systems
JUNE 18, 2019
Practice makes perfect, right? But in business sometimes there’s no time for practice. You’ve got to be perfect now. At NICE inContact, we’re always thinking about digital customer service. We love finding ways to make customers happy and helping businesses raise the bottom line while doing it. We do the practicing, so you don’t have to. We’ve looked at the trends, we’ve listened to customers, and now we’ve put our key learnings together.
GetFeedback
JUNE 9, 2019
CX tools are dominating the software space. In fact, according to Capterra , there are over 300 different customer experience tools currently on the market. This isn’t surprising, considering customer experience is becoming a more important metric year after year. This is because, within most industries, customers have more than one (sometimes dozens) of similar options to choose from right at their fingertips.
Advertisement
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.
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