Lumoa

MARCH 31, 2020

A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS

Customer Insights 208

Customer Insights Strategy How To Customers 208

BlueOcean

MARCH 31, 2020

Stating the obvious, the past few weeks have been a turbulent time for everyone the world over. In response to this crisis, the world of work has been rapidly evolving.

Insurance 182

Insurance Training Loyalty Meeting 182

MaritzCX

MARCH 31, 2020

With everything going on in the world, many workplaces are making the switch to having their employees work from home. And as nice as it sounds to get to stay home all day, it can take quite a toll on physical and mental health when routine changes.

Tips 260

Tips 260

Experience Matters

APRIL 1, 2020

Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn. But organizations need to shift from a rhythm of tracking to an obsession with sensing.

Trends 167

Trends Management Customer Experience Customers 167

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To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Contact Center

NICE inContact

APRIL 1, 2020

The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo.

Contact Center 156

Contact Center Data Call Center Company 156

MaritzCX

MARCH 31, 2020

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media.

Study 260

Study NPS Consumers Automotive 260

Experience Matters

MARCH 30, 2020

During this "XM Fireside Chat," Bruce Temkin & Susan Haufe discuss healthcare experience in the current pandemic environment. The post XM Fireside Chat: Healthcare Experience With Bruce Temkin And Susan Haufe appeared first on Experience Matters.

Healthcare 167

Healthcare Customer Experience Management Customers 167

GetFeedback

MARCH 31, 2020

How to properly use artificial intelligence (AI) to personalize the customer experience. Articles

How To 150

How To Customer Experience Customers 150

Jacada

APRIL 2, 2020

Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More. Jacada Blog

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Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

Virtual Agent

Experience Investigators by 360Connext

MARCH 31, 2020

Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get through this.

Customer Experience 143

Customer Experience Communication Video Resources 143

Vision Critical

MARCH 31, 2020

Last week, we provided our customers with a complimentary survey template that could be used to get a pulse on customer and employee needs in these unprecedented times.

Connections 141

Connections Brands Survey Company 141

Horizon CX

APRIL 1, 2020

By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX. Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses.

Hotels 130

Hotels Conference Advertising Travel 130

Customer Bliss

MARCH 28, 2020

In each episode of the Daily Dose of OPTIMISM, I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below.

Video 148

Video Financial Report Customers 148

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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Contact Center

Jacada

MARCH 31, 2020

Imagine you’re calling your telecom to get help with a broadband router problem. At the start of your call, you say, “I’m having trouble connecting to the Internet. I have two computers connected through a wireless router and neither can connect.

Software 130

Software Wireless Connections How To 130

TechSee

MARCH 31, 2020

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications.

Telecommunications 127

Telecommunications Travel Video Tools 127

IntouchInsight

MARCH 30, 2020

See how our clients use mobile forms to quickly take action and adapt to a changing buying environment, while continuing to serve their industry

Industry 120

Industry How To 120

Steve DiGioia

MARCH 30, 2020

The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed.

Course 151

Course System Industry Examples 151

Advertiser: Skilljar

In this eBook, we 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.

How To

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis.

Call Center 85

Call Center Contact Center Travel System 85

Heart of the Customer

APRIL 2, 2020

Any wishful thinking that this crisis might blow over in a couple of weeks is pretty much shot. It now seems likely that we are facing a prolonged period of home-bound isolation, and, most tragically, the deaths of tens, if not hundreds, of thousands of Americans.

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UJET

APRIL 1, 2020

The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond.

Tips 79

Tips Fashion Consumers Knowledge Base 79

One Millimeter Mindset

APRIL 2, 2020

Consider that how we show up virtually impacts client experiences: today, tomorrow and moving forward. Think about it. These days, with no other option but to meet up virtually, both the concept and context of the word “meeting” are in transition.

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70

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This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Contact Center

Brandwatch CX

MARCH 30, 2020

Fake News Week

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80

Totango

MARCH 31, 2020

COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your team and business can navigate through the change.

Leadership 73

Leadership Guidelines Video Resources 73

ShepHyken

APRIL 1, 2020

Back in my high school and college days I worked at a gas station. We were a self-service station, so our role was that of cashier more than anything else. One very cold morning I noticed an elderly woman drive into the station. She was probably 80 years old.

Customer Service 68

Customer Service Customer Service Training Culture Training 68

NetBase

APRIL 1, 2020

It used to be said that a picture was worth a thousand words … these days, a picture is worth a thousand questions. What you can’t see can hurt you. AI is being used for nefarious purposes, and many are zooming around online, unaware. And we’ve developed a solution.

Social Media 63

Social Media Brands Video Software 63

Speaker: Jono Bacon, Community Expert and 'People Powered' Author

There is a growing trend in companies seeing the value of building communities for their customers and users. Sephora, Harley Davidson and many more have driven enormous success with their communities. Doing this well is tricky though. How do you know where to start, what goals you should start with, and how to track your success? Join Vanilla Forums on Tuesday, April 7 at 12:00 p.m. ET to hear from community strategy consultant and author of People Powered, Jono Bacon.

How To