Expert insights. Personalized for you.
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. MORE
In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot. MORE
The idea of the influencer has been around for the past couple of years, especially the concept of the micro-influencer. For those unfamiliar, the micro-influencer is generally someone in a specific niche that has a core following around a specific passion. MORE
Even though there are endless ways to ask survey questions – rating scales have always been the most popular. But why? The best thing about Rating Scale Questionnaires is that they are recognizable and easy to understand. So people will not get frustrated when they see your surveys. . MORE
The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence. MORE
It is not too late to create your Customer Experience theme for 2022 that you can rally your entire organization around. Here are some excellent suggestions to get you started brainstorming: 1. MORE
While collecting data from various types of surveys and questionnaires , marketers often make use of 4 types of data measurement scales, namely: Nominal, Ordinal, Interval, and Ratio Scale. MORE
Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement. MORE
Cimcorp Group is a manufacturer and integrator of intralogistics automation whose intelligent solutions have brought peace of mind to warehouses. The post Cimcorp’s IT Strategy for Working Smarter with IFS Cloud appeared first on IFS Blog. MORE
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. MORE
In today’s instant gratification age, customers expect service to be faster and more responsive than ever. So it may be surprising that a bank that started in the late 1980s is leading the way in the UK. MORE
It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. MORE
Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? MORE
When it comes to collecting feedback, of course we want to hear what our actual customers have to say about their experience. But, what about those individuals who have yet to make a purchase? MORE
Use this people skills technique from Kate Nasser, The People Skills Coach™, Author, Leading Morale, to use less bluntness & still be honest. Important in leadership, teamwork, sales, employee engagement, leading morale, and yes in your personal life too! MORE
When it comes to product design, there’s a preconceived notion that the best thing to do is design for one type of person — the most average consumer. Product Experience DEI MORE
For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. This is where playbooks come into the picture. MORE
There are 2 kinds of people. One never asks for directions. One always asks for directions (or at least is not hesitant to ask). MORE
Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base MORE
Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. MORE
Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today. MORE
I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business? MORE
Few industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences. MORE
Two years of the COVID-19 pandemic have changed the business landscape in countless ways. Remote working has been significantly accelerated, as have the technologies used to support it. MORE
Follow this Step-by-Step Process for Becoming More Agile. Now more than ever, companies in every industry are recognizing the importance of digital transformation (DX). Contact centers, in particular, have felt the urgency of this task in the last few years. MORE
Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver standout support. Read the full article MORE
InMoment XI
JANUARY 18, 2022
It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market.
Experience Investigators
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.
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Comm100
JANUARY 18, 2022
Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement.
Uniphore
JANUARY 21, 2022
Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today.
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The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.
InMoment XI
JANUARY 20, 2022
When it comes to collecting feedback, of course we want to hear what our actual customers have to say about their experience. But, what about those individuals who have yet to make a purchase?
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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Customer Bliss
JANUARY 20, 2022
In today’s instant gratification age, customers expect service to be faster and more responsive than ever. So it may be surprising that a bank that started in the late 1980s is leading the way in the UK.
Uniphore
JANUARY 21, 2022
Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys.
Comm100
JANUARY 20, 2022
The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence.
Alida
JANUARY 17, 2022
When it comes to product design, there’s a preconceived notion that the best thing to do is design for one type of person — the most average consumer. Product Experience DEI
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We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.
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.
Uniphore
JANUARY 21, 2022
Few industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences.
Steve DiGioia
JANUARY 17, 2022
There are 2 kinds of people. One never asks for directions. One always asks for directions (or at least is not hesitant to ask).
Shep Hyken
JANUARY 19, 2022
I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business?
Advertiser: ZoomInfo
For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.
Help Scout
JANUARY 21, 2022
Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver standout support. Read the full article
Heart of the Customer
JANUARY 20, 2022
In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot.
Kate Nasser
JANUARY 16, 2022
Use this people skills technique from Kate Nasser, The People Skills Coach™, Author, Leading Morale, to use less bluntness & still be honest. Important in leadership, teamwork, sales, employee engagement, leading morale, and yes in your personal life too!
The DiJulius Group
JANUARY 17, 2022
It is not too late to create your Customer Experience theme for 2022 that you can rally your entire organization around. Here are some excellent suggestions to get you started brainstorming: 1.
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How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!
Upstream Works
JANUARY 18, 2022
Two years of the COVID-19 pandemic have changed the business landscape in countless ways. Remote working has been significantly accelerated, as have the technologies used to support it.
ClientSuccess
JANUARY 19, 2022
For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. This is where playbooks come into the picture.
Alliance by IFS
JANUARY 20, 2022
Cimcorp Group is a manufacturer and integrator of intralogistics automation whose intelligent solutions have brought peace of mind to warehouses. The post Cimcorp’s IT Strategy for Working Smarter with IFS Cloud appeared first on IFS Blog.
ProProfs Chat
JANUARY 18, 2022
While collecting data from various types of surveys and questionnaires , marketers often make use of 4 types of data measurement scales, namely: Nominal, Ordinal, Interval, and Ratio Scale.
Advertiser: ZoomInfo
What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.
Vanilla Forums
JANUARY 18, 2022
The idea of the influencer has been around for the past couple of years, especially the concept of the micro-influencer. For those unfamiliar, the micro-influencer is generally someone in a specific niche that has a core following around a specific passion.
Cyara
JANUARY 20, 2022
Follow this Step-by-Step Process for Becoming More Agile. Now more than ever, companies in every industry are recognizing the importance of digital transformation (DX). Contact centers, in particular, have felt the urgency of this task in the last few years.
Myra Golden Media
JANUARY 21, 2022
Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives?
ProProfs Chat
JANUARY 18, 2022
Even though there are endless ways to ask survey questions – rating scales have always been the most popular. But why? The best thing about Rating Scale Questionnaires is that they are recognizable and easy to understand. So people will not get frustrated when they see your surveys. .
Advertisement
With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.
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