INDUSTRY INSIGHTS YOUR PEERS ARE READING
The term “innovation” conjures up a multitude of visions. Most people associate innovation with emerging technologies such as artificial intelligence (AI) and 3D printing. MORE
Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they? While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person. MORE
Any organization undergoing digital transformation will know what a challenge it is to go deep by handling complex, long-running processes. MORE
In 2014, I became the Digital Marketing Manager for a software company. One of my first orders of business was to evaluate our marketing technologies and decide which we should keep, which to drop, and which to bring on board. MORE
In this One Win Book Review, we take a look at Deep Work by Cal Newport. Check out the video below to hear Adam’s one win that you can take away from Deep Work to improve your organization’s customer experience and customer service. About Deep Work. MORE
Deploying AI in the enterprise has driven a lot of hype over the past couple of years, with regular news articles raising fears and hopes around the possibilities of what AI can accomplish. MORE
Influencers are a big deal – especially for brands where aspiration to a certain lifestyle is part of the marketing strategy. Instagram is a major channel for such influencers to be found – which is why Instagram analytics should be a crucial component of your influencer strategy. MORE
Product analytics is a necessary part of modern product management. But what’s the point of collecting data if you have no way to act on it and improve your KPIs? MORE
Shaun Belding is a leading global expert and speaker on customer experience, leadership and building positive workplaces. He is the … Read More Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success. The post Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success appeared first on Kristina Evey. Leadership Perception Planning for CX Podcasting MORE
It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong. MORE
?The value of every customer extends far beyond their monetary lifetime value. This episode shares how customers bring value to … Read More Episode 53 – Customer Value Beyond the Dollar Value. The post Episode 53 – Customer Value Beyond the Dollar Value appeared first on Kristina Evey. Customer Experience Management Podcasting Uncategorized MORE
Agency owners and consultants know how to build business. That is, after all, the job. The whole job. But having hacks for building even more business never hurts. Especially if you want to help your own agency grow bigger. Or if you're having trouble standing out among your competitors. MORE
Shownotes… Which comes first – the CX or the EX? CX is all about focusing on the Customer and the … Read More Episode 54 – Which Comes First – the CX or the EX? The post Episode 54 – Which Comes First – the CX or the EX? appeared first on Kristina Evey. employee engagement Employee Experience Podcasting Uncategorized MORE
Shownotes… An Opposite Silo Perspective to Enhance CX This short episode explains how looking at CX challenges from the perspective … Read More Episode 55 – An Opposite Silo Perspective to Enhance CX. The post Episode 55 – An Opposite Silo Perspective to Enhance CX appeared first on Kristina Evey. Perception Planning for CX Podcasting MORE
Opinion MORE
Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs. Hopefully, you aren’t one of those businesses in that gap. MORE
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand MORE
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand MORE
Every week I read a number of CX and Customer Feedback articles from various publications and blogs around the web. Here are my top five picks for this week with a quick summary of each MORE
Another day, another buzzword that surfaces in the data management space with promises of changing the way things are done. Although in this case—it could be with good reason. DataOps, or data operations, refers to the next step in the evolution of DevOps teams, where data scientists, processes, and tools are increasingly integrated into the development process at data-focused enterprises. MORE
In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. MORE
When you continuously are making excuses for poor product quality and performance or sub-par service and maintenance, how invested are you in client success? MORE
Coveo is launching its new Coveo for ServiceNow solutions, bringing a whole new level of enterprise content access and relevance into the interactions between agents using ServiceNow and their customers. MORE
If you manage or own a beauty salon or spa, you are probably aware of how labor-intensive it is to build and secure a reputation. The fact is, 90 percent of your leads will be directly correlated to the opinions of prior customers, voiced either online or offline. MORE
Snail mail could be the key to standing out and reaching customers in a digital world. Today’s audiences are inundated with digital mail, and it’s easy for your message to get lost in the shuffle—no matter how important it is. As Vox notes, “Fast forward 10 years and the virtual mailbox today looks a whole lot like our parents’ IRL mailboxes back then: A total sh*t show.” MORE
MaritzCX
JUNE 20, 2019
The term “innovation” conjures up a multitude of visions. Most people associate innovation with emerging technologies such as artificial intelligence (AI) and 3D printing.
IntouchInsight
JUNE 20, 2019
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand
Customer Bliss
JUNE 20, 2019
In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit.
IntouchInsight
JUNE 20, 2019
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand
Advertisement
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.
Kristina Evey
JUNE 20, 2019
?The value of every customer extends far beyond their monetary lifetime value. This episode shares how customers bring value to … Read More Episode 53 – Customer Value Beyond the Dollar Value. The post Episode 53 – Customer Value Beyond the Dollar Value appeared first on Kristina Evey. Customer Experience Management Podcasting Uncategorized
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Kristina Evey
JUNE 20, 2019
Shownotes… Which comes first – the CX or the EX? CX is all about focusing on the Customer and the … Read More Episode 54 – Which Comes First – the CX or the EX? The post Episode 54 – Which Comes First – the CX or the EX? appeared first on Kristina Evey. employee engagement Employee Experience Podcasting Uncategorized
Totango
JUNE 20, 2019
It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong.
Kristina Evey
JUNE 20, 2019
Shownotes… An Opposite Silo Perspective to Enhance CX This short episode explains how looking at CX challenges from the perspective … Read More Episode 55 – An Opposite Silo Perspective to Enhance CX. The post Episode 55 – An Opposite Silo Perspective to Enhance CX appeared first on Kristina Evey. Perception Planning for CX Podcasting
Customercount
JUNE 20, 2019
Howard Bendell brings over 25 years' timeshare and real estate experience to the WRAP group of professionals organized by CustomerCount’s Bob Kobek. Continue reading → The post WRAP Spotlight on Howard Bendell appeared first on CustomerCount. News Howard Bendell WRAP
Advertiser: Skilljar
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.
Kristina Evey
JUNE 20, 2019
Shaun Belding is a leading global expert and speaker on customer experience, leadership and building positive workplaces. He is the … Read More Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success. The post Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success appeared first on Kristina Evey. Leadership Perception Planning for CX Podcasting
ReviewTrackers
JUNE 20, 2019
If you manage or own a beauty salon or spa, you are probably aware of how labor-intensive it is to build and secure a reputation. The fact is, 90 percent of your leads will be directly correlated to the opinions of prior customers, voiced either online or offline.
One Millimeter Mindset
JUNE 20, 2019
When you continuously are making excuses for poor product quality and performance or sub-par service and maintenance, how invested are you in client success?
Optimove
JUNE 20, 2019
In 2014, I became the Digital Marketing Manager for a software company. One of my first orders of business was to evaluate our marketing technologies and decide which we should keep, which to drop, and which to bring on board.
Advertiser: Interactions LLC
In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.
NetBase
JUNE 20, 2019
Influencers are a big deal – especially for brands where aspiration to a certain lifestyle is part of the marketing strategy. Instagram is a major channel for such influencers to be found – which is why Instagram analytics should be a crucial component of your influencer strategy.
Customers That Stick
JUNE 20, 2019
In this One Win Book Review, we take a look at Deep Work by Cal Newport. Check out the video below to hear Adam’s one win that you can take away from Deep Work to improve your organization’s customer experience and customer service. About Deep Work.
Bizagi
JUNE 20, 2019
Any organization undergoing digital transformation will know what a challenge it is to go deep by handling complex, long-running processes.
Speaker: Diego Lo Giudice and Chad Hendren
With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.
CSM Magazine
JUNE 20, 2019
Coveo is launching its new Coveo for ServiceNow solutions, bringing a whole new level of enterprise content access and relevance into the interactions between agents using ServiceNow and their customers.
Gainsight
JUNE 20, 2019
Product analytics is a necessary part of modern product management. But what’s the point of collecting data if you have no way to act on it and improve your KPIs?
UJET
JUNE 20, 2019
Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they? While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person.
Interactions
JUNE 20, 2019
Deploying AI in the enterprise has driven a lot of hype over the past couple of years, with regular news articles raising fears and hopes around the possibilities of what AI can accomplish.
Advertisement
Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!
ServiceDock
JUNE 20, 2019
Every week I read a number of CX and Customer Feedback articles from various publications and blogs around the web. Here are my top five picks for this week with a quick summary of each
datastax
JUNE 20, 2019
Another day, another buzzword that surfaces in the data management space with promises of changing the way things are done. Although in this case—it could be with good reason. DataOps, or data operations, refers to the next step in the evolution of DevOps teams, where data scientists, processes, and tools are increasingly integrated into the development process at data-focused enterprises.
Smarter CX
JUNE 20, 2019
Snail mail could be the key to standing out and reaching customers in a digital world. Today’s audiences are inundated with digital mail, and it’s easy for your message to get lost in the shuffle—no matter how important it is. As Vox notes, “Fast forward 10 years and the virtual mailbox today looks a whole lot like our parents’ IRL mailboxes back then: A total sh*t show.”
Grade.us
JUNE 20, 2019
Agency owners and consultants know how to build business. That is, after all, the job. The whole job. But having hacks for building even more business never hurts. Especially if you want to help your own agency grow bigger. Or if you're having trouble standing out among your competitors.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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