INDUSTRY INSIGHTS YOUR PEERS ARE READING
What is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds. CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. MORE
Over the course of three days, in a tightly quartered conference room in Melbourne, Australia, eighteen of us across Cyara were trained in SAFe (Scaled Agile Framework). MORE
SEPTEMBER 12, 2019
Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” MORE
Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. MORE
The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. Listen to the audio or read the article. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. For real, we’ve seen warehouse RFPs used to source contact center services…). MORE
A couple of weeks ago we posted a blog on 3 reasons why online communities are vital for Customer Success. Well, if that was the why , this the how. You want your users to get the most out of your product while being happy customers and true advocates, right? MORE
After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. MORE
The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means. MORE
Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice. MORE
In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins. MORE
We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. MORE
The past few years has ushered in the “modernize movement” within the contact center industry. Companies are recognizing the need to upgrade their systems, but often create a new problem while fixing an old one. How do companies modernize without over-complicating their contact centers? MORE
Do unto others…. It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience. MORE
In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful. MORE
This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . MORE
Implementing Cultural Change by Focusing on Impacts to Employee Behavior Retail auto, with few exceptions, is addicted to “transactional” behavior, from front end (showroom) to back (service)…and that behavior will negatively impact virtually every innovative future endeavor. Problem is, most dealer leaders don’t believe it or think they are already delivering a good experience with. View Article. Automotive MORE
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. MORE
Gearing up to launch a customer experience management program can be a huge project. Companies often struggle with survey deployment, in particular, software marketers that want to gather feedback from users inside their application. MORE
What a time it is for African Americans to be represented in comic book movies, today’s most popular film genre. The ending of Avengers Endgame strongly suggests the next Captain America will be Black , while Black Panther remains the highest-grossing solo superhero movie ($1,346,913,161 globally ). MORE
What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS MORE
Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization. MORE
Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service. MORE
Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. MORE
Have you seen a list of professionally relevant acronyms on a business card take up more space than the individual’s name? I know I have. Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name. MORE
As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today. MORE
NICE inContact
SEPTEMBER 17, 2019
We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more.
Vision Critical
SEPTEMBER 16, 2019
Without customers, a business doesn’t mean much. Therefore, customer voice and experience need to be front and center in every organization.
C3Centricity
SEPTEMBER 16, 2019
As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today.
360Connext
SEPTEMBER 17, 2019
What is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds. CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community.
Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions
We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?
Lumoa
SEPTEMBER 16, 2019
What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS
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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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NICE inContact
SEPTEMBER 17, 2019
Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform.
Wired and Dangerous
SEPTEMBER 16, 2019
The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means.
Customer Bliss
SEPTEMBER 12, 2019
Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”
MaritzCX
SEPTEMBER 13, 2019
Implementing Cultural Change by Focusing on Impacts to Employee Behavior Retail auto, with few exceptions, is addicted to “transactional” behavior, from front end (showroom) to back (service)…and that behavior will negatively impact virtually every innovative future endeavor. Problem is, most dealer leaders don’t believe it or think they are already delivering a good experience with. View Article. Automotive
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.
TechSee
SEPTEMBER 18, 2019
After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed.
NICE inContact
SEPTEMBER 13, 2019
Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers.
CloudCherry
SEPTEMBER 11, 2019
Do unto others…. It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience.
ShepHyken
SEPTEMBER 11, 2019
In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful.
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.
BlueOcean
SEPTEMBER 11, 2019
The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. Listen to the audio or read the article. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. For real, we’ve seen warehouse RFPs used to source contact center services…).
Talkdesk
SEPTEMBER 11, 2019
The past few years has ushered in the “modernize movement” within the contact center industry. Companies are recognizing the need to upgrade their systems, but often create a new problem while fixing an old one. How do companies modernize without over-complicating their contact centers?
NICE inContact
SEPTEMBER 12, 2019
Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice.
Wootric CX Blog
SEPTEMBER 11, 2019
Gearing up to launch a customer experience management program can be a huge project. Companies often struggle with survey deployment, in particular, software marketers that want to gather feedback from users inside their application.
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.
ShepHyken
SEPTEMBER 13, 2019
This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. .
Customers That Stick
SEPTEMBER 13, 2019
In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins.
Cyara
SEPTEMBER 17, 2019
Over the course of three days, in a tightly quartered conference room in Melbourne, Australia, eighteen of us across Cyara were trained in SAFe (Scaled Agile Framework).
NICE inContact
SEPTEMBER 11, 2019
Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service.
Advertiser: Skilljar
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.
One Millimeter Mindset
SEPTEMBER 11, 2019
Have you seen a list of professionally relevant acronyms on a business card take up more space than the individual’s name? I know I have. Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name.
ShepHyken
SEPTEMBER 16, 2019
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.
Brandwatch CX
SEPTEMBER 17, 2019
inSided
SEPTEMBER 18, 2019
A couple of weeks ago we posted a blog on 3 reasons why online communities are vital for Customer Success. Well, if that was the why , this the how. You want your users to get the most out of your product while being happy customers and true advocates, right?
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.
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