MaritzCX

SEPTEMBER 21, 2017

As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis.

Government 76

Government Connections 76

Customer Bliss

SEPTEMBER 19, 2017

Episode Overview. Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. About Libby.

Chief Customer Officer 52

Chief Customer Officer Roadmap Customer Experience Telecommunications 52

Jacada

SEPTEMBER 18, 2017

While the insurance industry has been slow to transition to a digital world, chatbots offer a quick and easy way to begin delivering the services 21st century customers demand. Read More. Jacada Blog

Insurance 49

Insurance Industry Customers 49

Forrester's Customer Insights

SEPTEMBER 19, 2017

Do you currently have someone in your organization who fits this job description? If not, then it’s time you do.

Brands 60

Brands Management 60

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New ways of discovering and applying customer insights

Data

Customer Bliss

SEPTEMBER 21, 2017

I’ve been writing and speaking about uniting the C-Suite — i.e. uniting the silos, metrics, and accountability measures of various teams — for years.

Groups 31

Groups Course System Metrics 31

CX Journey

SEPTEMBER 19, 2017

Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come! Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day.

Touchpoint 32

Touchpoint Customer Experience Professionals Meeting Sales 32

Heart of the Customer

SEPTEMBER 20, 2017

“The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote. In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about.

Measurement 28

Measurement Net Promoter Score Company Survey 28

Beyond Philosophy

SEPTEMBER 19, 2017

Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. However, one question is the most vital to success with your CX strategy, and it isn’t about them; it’s about you.

Sports 26

Sports Consulting Examples Brands 26

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Customer support is the most important job in your company, so it pays to hire right

Topdown

SEPTEMBER 18, 2017

As customer communications management (CCM) continues to modernize and expand in scope, taking its place among other customer experience (CX) technologies, we periodically update our CX & CCM Glossary.

Touchpoint 24

Touchpoint Communication Customer Journeys Technology 24

Jacada

SEPTEMBER 19, 2017

Although slow to adopt digital, the insurance industry should look at the many benefits this offers, rather than focusing on the challenges it creates. Read More. Jacada Blog

Insurance 22

Insurance Industry 22

Forrester's Customer Insights

SEPTEMBER 22, 2017

This week, Google announced the acquisition of key HTC assets. This will give them some of the hardware technology expertise, the design skills and the experience in smartphone retail distribution they badly need.

Retail 28

Retail Technology B2C Marketing 28

ReviewTrackers

SEPTEMBER 22, 2017

This article was written by Vivek Patel, who works as a Local Search Specialist for E2M, a content marketing agency based in San Diego that specializes in content strategy, creation, promotion, and SEO for domestic and overseas clients. You can find Vivek on Twitter @vivekrpatel.

Guidelines 19

Guidelines Ecommerce Feedback Resources 19

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This cheat sheet covers ten fundamentals of customer service to help your business excel.

Peter Lavers

SEPTEMBER 21, 2017

By Peter Lavers and Rob Poratti – Product Marketing Manager for IBM Watson Commerce. This blog is based on a Webinar we recently hosted for IBM on this subject.

Data 19

Data Ecommerce Competitive Advantage omnichannel 19

ShepHyken

SEPTEMBER 20, 2017

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. There are many ways companies are celebrating.

Customer Experience 29

Customer Experience Training Customer Service Training Course 29

Wired and Dangerous

SEPTEMBER 19, 2017

We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline.

Policies 17

Policies Customer Experience Course Customer Journeys 17

ReviewTrackers

SEPTEMBER 20, 2017

The patient is a consumer. As out-of-pocket healthcare costs continue to increase, patients are doing more research when they search for a healthcare provider. To understand the role of consumerism in healthcare, we spoke to Preston Gee, vice president, strategic marketing at CHRISTUS Health.

Healthcare 19

Healthcare Hospitality Consumers Financial 19

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Make Each Touchpoint a Meaningful Experience

Touchpoint

Jacada

SEPTEMBER 22, 2017

There is no doubt that the Internet of Things is going to significantly change how customer service is delivered. While adapting to the IoT has its challenges, benefits far outweigh. Read More. Jacada Blog

Contact Center 14

Contact Center Customer Service Customers 14

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights.

Airlines 15

Airlines Policies Social Media Travel 15

natero

SEPTEMBER 20, 2017

Cash-flow and funding can limit headcount for many early-stage SaaS companies, and at the outset, the Customer Success function often falls upon a team of one.

Software 14

Software Training Customer Base Technology 14

Strativity

SEPTEMBER 19, 2017

Although Disney is well known for their excellent customer experience, some believe that Disney, and their extensive collection and leveraging of customer data, could be too controlling and used for a manipulating – although generally exceptional – customer experience. The truth is that it’s a little of both. Regardless, firms can learn much from Walt Disney World’s customer experience playbook. They are highly successful in making their customer’s experience exceptional.

Data 20

Data Consumers Customer Experience Customer Journeys 20

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Tactics for Boosting Engagement and Brand Affinity.

Verint

SEPTEMBER 22, 2017

In my last post , I reflected on my vacation to the Galapagos and my thoughts on how customer experience programs needed to evolve similarly to how various endemic species of the Galapagos were required to in order to survive. Building on that comparison, specifically with regard to the idea of “survival of the fittest,” a critical survival challenge that CX departments are increasingly facing is being able to show how their initiatives are driving business outcomes.

Comparison 11

Comparison Case Study Financial Customer Experience Professionals 11

Forrester's Customer Insights

SEPTEMBER 19, 2017

I hope that nobody in your organization needs convincing that you should join us at the B2B Marketing Forum in Austin, Texas, this year (October 5 and 6, 2017). We have an incredible agenda with a fantastic lineup of inspirational speakers.

B2B 16

B2B Marketing Customers 16

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage.

Competitive Advantage 11

Competitive Advantage Government Study Healthcare 11

CX Journey

SEPTEMBER 21, 2017

Image courtesy of Pixabay Today I'm pleased to share a guest post by Rae Steinbach. Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of discontent among your staff.

Communication 10

Communication Culture Travel Feedback 10

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Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Kayako

SEPTEMBER 20, 2017

So you’re ready to introduce live chat support to your business. Outside of your support job, you might even be one of the 41% of consumers who prefer live chat over any other support channel – phone, email, Facebook or Twitter.

Tools 10

Tools Customer Experience Consumers Ecommerce 10

Strativity

SEPTEMBER 21, 2017

I don’t find shopping to be an enjoyable pastime. It’s usually a stressful and time-consuming experience. I can’t always find what I want, help can be hard to find, and I often leave the store feeling more like a profit margin than a valued customer. I am more likely to come back to a store if they can provide a fun, stress-free experience. Nowhere have I found a more positive experience shopping than at my local farmer’s market.

Social Media 12

Social Media Brands Connections Consumers 12

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy. The survey results are representative of the U.S. contact center population with a 95 percent confidence level and a margin of error of 3.6 points.

Employee Engagement 8

Employee Engagement Industry Survey Study 8