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How to Implement a Post-Purchase Survey to Boost Ecommerce Sales
GetFeedback
MAY 28, 2020
The 8 steps to creating a successful post-purchase survey plan. Articles
2020
How Can YOU Make The World A Little More Beautiful?
Kerry Bodine
JUNE 1, 2020
This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet.
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Three Phases For Heading Back To Business
Experience Matters
MAY 4, 2020
Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters.
Apollo 13: NASA’s Greatest Innovation Moment 50 Years Ago
MaritzCX
APRIL 16, 2020
In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical.
How Call Lifecycle Details Help Increase Customer Satisfaction
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Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
CEMantica – turning sticky notes into actionable insights
ijgolding
APRIL 9, 2020
For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey.
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Stay Connected With Customers During Uncertain Times with Calabrio and Amazon
Calabrio
APRIL 16, 2020
With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing.
Contact Center Automation: From Nice-to-Have to Necessity
NICE inContact
APRIL 29, 2020
Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation.
3 Steps to Measure CX Impact and Align Your C-Suite Around Experience
Customer Bliss
MARCH 12, 2020
To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell.
Changes in Consumer Habits | A Closer Look at the Restaurant Industry
IntouchInsight
JUNE 17, 2020
In this report, we look at the implications that COVID-19 has had on consumer habits as they pertain to the consumption of take-out and dine-in food and beverages, as well as how the restaurant industry will need to adapt in order to meet new health and safety guidelines
The Best Sales Forecasting Models for Weathering Your Goals
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
The Ecosystem of CX Solutions
SuiteCX
FEBRUARY 18, 2020
Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market.
6 Ways to Provide Meaningful CX During a Global Crisis
GetFeedback
MARCH 15, 2020
How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles
3 Questions To Guide Your “New Normal” Customer Experience Strategy
Kerry Bodine
MAY 11, 2020
As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold.
Experience Management In A Crisis: Shift From Trending To Sensing
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.
8 Contact Center Trends to Watch in 2020
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In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!
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.
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.
Why Technology Won’t Help You Understand Your Customers
C3Centricity
MAY 25, 2020
Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. .
5 Great Customer Experience Automation Cases
Lumoa
FEBRUARY 13, 2020
Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.
Why Smoking Costs Employers More Than They Realize
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Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.
Four Reasons Artificial Intelligence is the Next Step for Your Contact Center
NICE inContact
APRIL 20, 2020
Why is AI becoming a priority for contact centers around the globe? What does it look like to actually implement it in your organization? And what kind of impact can you expect? Explore why and how contact center leaders are utilizing AI today. AI Do More With Less
3 Essential Lessons Leaders Must Embrace to Transform Experience
Customer Bliss
JANUARY 17, 2020
We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are.
Experiences that Matter
IntouchInsight
APRIL 29, 2020
7eleven, Wawa, Woodbine and Burger King are an inspiration, focused on protecting their customers and employees, while giving back to their community
A Call for Representation in Customer Experience
Experience Investigators by 360Connext
JUNE 9, 2020
We Must Ask the Tough Questions. It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of George Floyd, and the resulting days of protests in America — and increasingly, across the world — from people who demand change.
A Guide to Online Communities for Enterprise Organizations
Advertiser: Vanilla Forums
This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.
The Catalogue of Customer Experience Metrics
GetFeedback
MARCH 17, 2020
The most popular CX metrics catalogued by purpose and best use case. Guides
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.
XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny
Experience Matters
MARCH 9, 2020
Watch Bruce Temkin and Isabelle Zdatny from the Qualtrics XM Institute discuss Experience Management. The post XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny appeared first on Experience Matters. Customer experience Disrupt
Making the Automotive Service Experience Exceptional: Part 1 of 3
MaritzCX
MARCH 3, 2020
Taking Care of Your Customers “Before” Buying a new car or truck is magical. We work in the business so we can forget how special it is to our customers. And at best it only happens every three to five years, often much longer, so it is truly a special event.
6 Ways to Secure (More Of) a Budget for Your Customer Education Program
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle
ijgolding
MAY 6, 2020
Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that.
Brand Portfolio Secrets to Success (The 5 Things You Need to Know)
C3Centricity
JANUARY 18, 2020
How do you know when you have too many variants in your brand portfolio? In my opinion, the answer is that it’s when you can’t answer that question! Can you? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.”
Supercharge Your Agent Workforce With These 8 Bots
Jacada
MAY 20, 2020
Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19.
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