Sat.Oct 12, 2019 - Fri.Oct 18, 2019

The Top 4 Customer Experience Challenges and How to Overcome Them

GetFeedback

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.

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Scaling a Customer Centric Culture in Your Contact Center

NICE inContact

Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better.

Three Ways to Supercharge Your Sales Training for a Winning Customer Experience

360Connext

Customer experience, in all is complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Have you ever been disappointed? Most likely, your story starts with a “They promised me.” and ends with a “They just refused!”.

What's a Multimodal Customer Experience?

Jacada

How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Customer retention rates depend on understanding these 3 personas

TechSee

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.

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The Survey Shouldn’t Be the Last Thing the Customer Remembers About You

ShepHyken

I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.

8 Actionable Tips for Engaging Survey Subject Lines

Retently

When customers receive a survey by email, what’s the first thing they notice? The survey question? The response options? The branding?

Breaking Bad News to Clients, Backed Up by Social Insight

NetBase

Social media has changed the world we operate in across the board. No clearer is this than when something goes ‘viral’ for the wrong reasons.

This Is Why You Need To Listen Better

The DiJulius Group

*The following is an excerpt from my newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age. Which just hit #1 on Amazon!

Beyond the Contact Center: Unlocking Insights with Speech Analytics

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.

5 Top Customer Service Articles for the Week of October 21, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Develop Storytelling Confidence to avoid Shapeshifting Stories

One Millimeter Mindset

Do you have storytelling confidence? You know, telling stories consistently, time after time. And, telling the stories in which you are professionally invested. When you take those actions, you move away from describing someone else’s stories, as a third-party narrative. Think about it.

Developers and DevOps in the Contact Center

Cyara

As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives.

Focusing on Customer Success Leads to Improved Customer Satisfaction

ClientSuccess

Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related.

Training for Lead Generation, Customer Onboarding and Support

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.

Acquisition Addiction’s Impact on Customer Experience ROI

ClearAction

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8

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AI in Service Management Is Here to Make New Winners and Losers

Astea

Artificial intelligence (AI) was once the stuff of science fiction. But today, AI in service management is making service delivery smarter and more efficient. Over the last four years, enterprise AI implementation grew 270%, according to Gartner’s 2019 CIO Survey.

Retain Clients Who crave the Storytelling Experiences You Create

One Millimeter Mindset

When you create storytelling experiences your clients crave, your professional relationships move beyond transacting business. Instead, your relationships become transformational for you both. How do you get from where you are now, with your storytelling experiences, to where you need to go?

Why I love the Grace Hopper Celebration – and you should too!

Thematic

Have you heard of the Grace Hopper Celebration , also known as GHC ? It’s the world’s largest gathering of women in tech! This year, 25,000 women met in Orlando, Florida. And it was epic! I was honored to speak on a panel titled “So you want to be a CEO?”

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How Tech Can Make CCM Easier or Harder

Topdown

Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon. While technology has made many aspects of CCM easier, tech has made CCM harder at times, too.

Should Companies Use Corporate Philanthropy to Increase Employee Engagement?

Andrew Mcfarland

Intrinsic motivation comes from a combination of purpose, autonomy, and mastery. If employees lack purpose, their engagement diminishes. Many companies address this gap through corporate philanthropy – should they? PRO/FOR Earlier this year I joined several hundred other strangers and.

How to Create Reactive Content That Engages Your Audience

Brandwatch CX

Cherwell Selects Talkdesk to Support their Mission of a Smarter Customer Service

Talkdesk

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

McorpCX

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.

CX, There Is More Behind It Than Your Frontline Staff

Hello Customer

Customer Centricity Metrics & Methodology

Welcoming High Flyers From Oracle, Sage, and Salesforce to the Brandwatch Leadership Team

Brandwatch CX

Is the rise of SaaS putting software development in a permanent state of beta?

Perceptive

Software-as-a-service (SaaS) has offered the software development community new ways to create quality products—but have we missed a potential disaster in the euphoria of iterative and agile development methods?

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.