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How to Prove the ROI of Your CES Efforts
GetFeedback
FEBRUARY 27, 2020
So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles
2020
Employee Experience: Seeing the Forest for the Trees
MaritzCX
JANUARY 14, 2020
Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.
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XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas
Experience Matters
MARCH 16, 2020
During this "XM Fireside Chat," Bruce Temkin & Aimee Lucas discuss the leadership required to drive successful Experience Management (XM) programs. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas appeared first on Experience Matters.
The “What’s Next” of Customer Journey Mapping
Experience Investigators by 360Connext
MARCH 3, 2020
Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact.
A New Segmentation Model for Customer Onboarding
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.
Customer Journey Mapping – are ‘static’ maps a waste of time and money?
ijgolding
APRIL 1, 2020
Skip to content. +44 44 7770 736832 | ian@ijgolding.com. facebook twitter linkedin. Search for: Home About About CXC About Ian Golding Services All Services Consulting Training Mentoring Speaking Customer What? Ian’s Blog Clients Gallery/Media Contact. Previous.
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4 Lessons From Amazon’s Bungled TV + Shopping Integration
Kerry Bodine
MARCH 29, 2020
Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut , which premiered on March 27, 2020. It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future.
4 Things to Consider When Mapping Your Digital Customer Journey
Comm100
JANUARY 21, 2020
Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey.
Self-Service in the Modern Call Center: Key Considerations for Technology and Strategy
NICE inContact
APRIL 6, 2020
With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it.
Unraveling the Tangled Vines of Omnichannel Customer Care
BlueOcean
JANUARY 6, 2020
Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution.
A Practitioner's Guide to Sustainable Customer Experience in the Contact Center
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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.
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Rethink How You Do Business to Embed Goodwill: How H-E-B is Helping the Elderly During COVID-19
Customer Bliss
APRIL 6, 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.
Free CSAT Calculator
GetFeedback
FEBRUARY 1, 2020
Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI. Tools
Why Customer Experience Is Now Job No. 1 for CEOs
MaritzCX
MARCH 12, 2020
This article was originally published here. Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience.
The Two Ultimate Questions For XM Metrics
Experience Matters
FEBRUARY 21, 2020
Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the success or failure of these metrics often has little to do with the actual metric.
How a Top 25 Most Trusted Brand Handed Their CX to AI
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.
How emotions influence education
Experience Investigators by 360Connext
JANUARY 14, 2020
Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do. 1.Emotions drive decisions for learners and customers alike.
Heads in the Clouds: Elevated Contact Center as a Service (CCaaS) via Calabrio ONE and Twilio Flex
Calabrio
MARCH 2, 2020
Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. With it, any size company can move faster and be more competitive.
How to Better Understand Shoppers by Using AI and ML
C3Centricity
APRIL 4, 2020
We need to better understand shoppers. Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%.
5 Ways To Rethink Customer Experience In The Face Of The Coronavirus
Kerry Bodine
MARCH 18, 2020
Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for.
How to Leverage Quality Management to Transform the Customer Experience
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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.
How complex does a journey map need to be?
SuiteCX
JANUARY 13, 2020
We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. It was really a fascinating class – smart and discerning. There were a number of common questions and comments from both beginning and advanced CX Architects/Mappers.
Assessing your Contact Center Solution
NICE inContact
APRIL 3, 2020
Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. Call Center Best Practices Advantages of the Cloud Customer Experience
Pro Tips: Key Takeaways on Building a Solid Foundation for Your Customer Experience Management Strategy
IntouchInsight
MARCH 9, 2020
We sat down with experts from Parkland Fuel Corporation and Forrester Research to discuss the keys to a strong Customer Experience Management program
A checklist for starting to measure customer experience
Lumoa
JANUARY 9, 2020
We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS
Why Community is a Strategic Asset Against Your Competitors
Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums
Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.
What is the Difference Between Digital Experience and CX?
GetFeedback
MARCH 10, 2020
The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy. Articles
4 Keys to Successful Customer Communication in the Coronavirus Era
MaritzCX
MARCH 26, 2020
This article was originally published here. The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe.
My Manifesto: Experience Matters
Experience Matters
FEBRUARY 25, 2020
In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.
20 CX Commitments for 2020
Experience Investigators by 360Connext
JANUARY 2, 2020
I’m weirdly excited about this year. 2020 – a year of vision ! See what I did there?). This time of year is all about the BIG plans. We’re going to eat healthier, get better sleep and drink more water, right? Of course.
Get More Value from Contact Center Performance
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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.
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