How to Engage Customers – “Hearts, Then Charts” White Paper

ijgolding

Almighty Chief Strategy Officer Ian Fitzpatrick recently wrote and published the white paper, “Hearts, Then Charts,” which offers a practical framework for aligning organizations with their customers to create a customer-centric culture. The paper foundation is based on interviews with 500+ stakeholders from a range of enterprise organizations. At the center of the paper is the idea that we need to refocus our energies on outcomes.

Net Promoter® White Paper: Next-Generation Net Promoter®

CustomerGauge

Welcome to Next-Generation Net Promoter®, the newest methodology from our latest white paper. The post Net Promoter® White Paper: Next-Generation Net Promoter® appeared first on CustomerGauge. Blog Net Promoter Score white paper Net Promoter white paper Next-Generation Net Promoter NPS white paper

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5 Facets White Paper

Confirmit

A well-designed and executed Voice of the Customer program is at the heart of any customer experience endeavor. But a VoC program does not simply appear, fully-formed at the heart of any organization, no matter how well planned it is. Any CX professional will be aware that their VoC program operates at multiple levels; tactical and strategic; leadership and front line; financial and operational.

White Paper: Designing a World-Class CX Approach

Heart of the Customer

The CXPA identifies six disciplines as core to an effective CX program: CX Strategy Customer-Centric Culture VOC Customer Insight & Understanding Experience Design Improvement &Innovation Metrics &Measurement ROI Organizational Adoption & Accountability This white paper, written in conjunction with Intouch Insights, […]. The post White Paper: Designing a World-Class CX Approach appeared first on Heart of the Customer.

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How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

How to Create a CX Approach for Maximum Impact [White Paper]

IntouchInsight

There are several trends occurring across the world that are contributing to hyper-competition around customer experience. Increasingly educated and connected, consumers are empowered in their purchase decisions and expect consistent, high-value experiences. Research firms such as Forrester and Gartner have coined this as the “Age of the Customer,” as superior customer experience is one of the few remaining means of sustainable competitive differentiation for companies.

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Customer Analytics Best Practices: Free White Paper

Bob Hayes

Download the free 22-page white paper by clicking the image. Download the complete 22-page white paper here. You can download the free white paper here. We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g.,

New White Paper – Retaining Customers in Tough Economic Times

MaritzCX

In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules

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New White Paper – Retaining Customers in Tough Economic Times

MaritzCX

In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules

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New White Paper – Retaining Customers in Tough Economic Times

MaritzCX

In a new white paper titled “Retaining Customers in Tough Economic Times”, Kyle LaMalfa, Allegiance Best Practices Manager & Loyalty Expert, offers 9 tips for succeeding at customer retention in a marketplace that doesn’t follow traditional rules

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Why Conversational AI Is Key to Customer Service in the Customer Experience Era

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.

White Paper: VoC in the Contact Center

Confirmit

This paper focuses on the role that a Voice of the Customer (VoC) program plays in enabling continuous communication from your contact center to the rest of the organization. Voice of the Customer White Papers Running a contact center is a costly and complex business, and often it's value to the organization is overlooked or misunderstood.

New White Paper: How to Boost your Retail Website with Online Feedback

mopinion

The post New White Paper: How to Boost your Retail Website with Online Feedback appeared first on Mopinion. Default Blog online feedback research-insights retail industry white paperThe online customer journey in retail is going through a major transformation. Consumers are not only (increasingly) picking up their mobile phones to shop online, but they’re also looking for a more interactive experience with the brand, accompanied by a smooth purchasing process.

[WHITE PAPER] What you need to know about Voice of the Customer methodologies

iPerceptions

New research methods are constantly coming to the forefront. Every industry is inundated with the ‘next generation’ approach that will revolutionize their industry. Voice of the Customer

2020: The Year of Gratitude?

CX Workout - Ideas Blog

Documents White Paper2020: The Year of Gratitude? December 22, 2020. The goal of every brand is to create positive emotional experiences that deepen the brand’s relationship with its customers or buyers. One of the most powerful, yet not easily attained emotions is gratitude.

CX For Skeptics: Showing the ROI of CX

In 2020, it’s critical for CX to demonstrate how their work impacts business outcomes. This white paper will show you how to select the right method to calculate the ROI of your CX program, and who to turn to for the data to make a compelling case.

Three Ways to Show Business Impact for Your CX Program

Heart of the Customer

Customer Experience CX Metrics CX Vision customer experience tip CX ROI white paperHere’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX).

New White Paper from Frost & Sullivan on Improving Customer Experience and Business Results

Customer Interactions

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. According to the Frost & Sullivan white paper, what successful companies have in common is that they build a system to optimize the dynamics of customer interactions, whether by phone, email, chat or social media.

Why Traditional CX Programs Earn Low Scores From Their Clients

CX Workout - Ideas Blog

Documents White PaperWhy Traditional CX Programs Earn Low Scores From Their Clients. August 18, 2020. Under performing CX programs have three distinct root causes. Decooda provides the solution. Download Now. Love 0 Share Tweet Share Pin.

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Intelligent Experiences: Where CX Meets Tech

Storyminers

They used the then-new tech to operate more efficiently and … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Instructions Service Design Strategy articles business strategy customer experience customer service Experience Designer service design white papers

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. That being said, the paper is not a primer on AI nor does it get into defining what it. White goods giant saved $50M per year by reducing unnecessary.

NPS: A Ton Of Simplicity And An Ounce Of Usability

CX Workout - Ideas Blog

Documents White PaperNPS: A Ton Of Simplicity And An Ounce Of Usability. August 25, 2020.

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THE 2015 CUSTOMER EXPERIENCE OUTLOOK

Storyminers

I contributed an article about Intelligent Experiences: Where CX Meets … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Employee Experience Experience Design Strategy books business strategy customer experience employee experience white papers I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook.

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Intelligent Experiences: Where CX Meets Tech

Storyminers

Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Service Design Strategy articles business strategy customer experience customer service Experience Designer service design white papersFrom the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems.

Cross-Company CX: Closing the Loop at Every Level

CustomerGauge

In our most recent white paper, Next-Generation Net Promoter®: How to Monetize […]. Blog Featured close the loop modern NPS Next-Generation Net Promoter white paperWhen discussing closing the loop with customers and delivering great CX, responsibility is often shifted to the frontline. While it’s true that these employees are the first line of defense in resolving issues with dissatisfied customers, they aren’t the only ones bearing the burden.

Why Brands Need to Pivot Towards Building an Identical Support Experience

UJET

Customer Service Customer Support In-app Live Chat Mobile Multichannel Support optimizing channels for customer support white paperToday’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends.

CX Annual Planning for 2021: Program Strategy in a COVID World

Strativity

White PapersBy its nature, annual planning is always a combination of some best-guesses and loose commitments to a possible year ahead. Emphasis on “possible” year ahead — we know, 2021 feels tenuous.

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Customer Experience ROI Research Report

Strativity

White Papers Customer ExperienceOver the last three years in CX Network’s Global State of CX Report, hundreds of CX practitioners have signaled that calculating return on investment (ROI) in customer experience is no easy task.

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THE 2015 CUSTOMER EXPERIENCE OUTLOOK

Storyminers

Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Employee Experience Experience Design Strategy books business strategy customer experience employee experience white papersI’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

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7 Tips to Unite Teams Around Your Customer Experience Strategy

Strativity

White Papers Customer Experience Customer Experience Activation Customer Experience Strategy FeatureThe first key to delivering exceptional experiences is, no surprise, an exceptional customer experience strategy — the kind of strategy that brings cross-functional teams together, differentiates your brand from your competitors, and drives exponential growth. The question is, do you have a blueprint for CX success?

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How to Write a Great Customer Experience RFP

Strativity

White Papers Customer ExperienceWhether you’re writing a Customer Experience RFP, Employee Experience RFP, Organizational Transformation RFP, or any other, our template will save you time and help you evaluate and choose the best partner. Writing a Request for Proposal is no easy task, but RFPs don’t have to be painful. With no standard template and heaps of information to consider, the RFP writing process can feel daunting and confusing.

Know Your Survey: Voice of Customer and Market Research

CustomerGauge

Blog Featured NPS and CX Benchmark Survey surveying white paperWe’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys. I’ve seen a lot of companies who have invested in capturing customer […].

Understanding the power of ForeSee benchmarks

ForeSee

Customer Experience Research Retail benchmarking Benchmarks white papersThe basic definition of a “benchmark” is a standard or point of reference to which something can be compared. The way it relates to customer experience isn’t much different; ForeSee’s. The post Understanding the power of ForeSee benchmarks appeared first on ForeSee.

Forrester Research Goes In-Depth on CX Consulting

Strativity

White Papers CXThe Forrester Wave : CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019. Why read this report: In-depth evaluation of Strativity and the other “nine providers that matter most”. Overall and detailed scoring for each firm’s current offering, strategy, and market presence. Written profiles highlighting each firm’s core focus, strengths, and weaknesses. Guidance for your own partner selection processes.

Workshop Playbook: 9 Exercises to Spark CX Innovation

Strativity

White Papers Customer Experience Customer Experience Strategy Employee EngagementWe’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Workshops are collaborative sessions that have a crystal-clear goal — and they’re an essential tool in the insights, strategy, and execution world.

Customer Service as a Strategic Differentiator

Strativity

White PapersLong-term success rests on the ability to transform the customer service function into a strategic asset and competitive differentiator. The post Customer Service as a Strategic Differentiator appeared first on Strativity.

[Webinar] How Companies Can Connect EX + CX to Achieve Greater Business Impact

Strativity

Videos White Papers Customer ExperienceIt takes a cohesive, engaged, and empowered team to bring any customer experience to life. Yet too often, organizations fail to tap into the valuable insights and actions that employees have to offer. That’s why we partnered with Medallia for a webinar on how companies can connect EX + CX to achieve greater business impact.