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The Top 6 CX Articles of 2019

GetFeedback

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . Our list of the top CX articles of 2019 covers all these topics and more. . March 26, 2019 | David Nour | Inc. Article No. In the Inc.

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What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

What will happen in 2019? CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective. Which trends will matter?

2019 236
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Revisiting Our Top 10 Most Popular CX Posts Of 2019

Experience Investigators by 360Connext

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! So with that in mind, let’s look back on… Our Top 10 Most Popular Posts Of 2019.

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The Top 6 CX Articles of 2019

GetFeedback

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now.

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Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. Fact: Only 8% of sales and marketing professionals say their data is between 91% - 100% accurate. The primary takeaway? Forrester found “only 1.2%

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A CX Snapshot: 2019 Insights from B2B Organizations

CloudCherry

Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019. A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. The post A CX Snapshot: 2019 Insights from B2B Organizations appeared first on CloudCherry.

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Our Most Important Learning in 2019

Beyond Philosophy

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. The post Our Most Important Learning in 2019 appeared first on Customer Experience Consulting.

2019 131
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Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

January 15th, 2019 11:00 AM PST, 2:00 PM EST, 7:00 PM GMT Ways in which you can identify the critical drivers of "Ease of Doing Business"—and how to engage employees to solve problems. How you can measure "Ease of Doing Business" & customer effort.

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The Health of the Contact Center: Are You Ready for 2019?

This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.

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The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization.

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Beyond the Hype: Contact Center AI That Works

Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation

Want to know how to overcome these impediments, and succeed with AI in 2019? February 26th, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT Barriers to adoption include identifying use-cases, getting and sustaining funding, formulating a strategy, and lack of staff skills. How to form a clear strategy to succeed in using AI.

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Ask the Experts: Conversational AI Automation Step-by-Step

Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction

October 24th, 2019 9:30 AM PDT, 12:30 PM EDT, 5:30 PM GMT. Key takeaways: Step-by-step process for conversational AI self-service implementation. Insights from a contact center leader who’s done it with proven success. A plan for your contact center to introduce AI automation in the next six months.

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Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

February 25th, 2019 9:00 AM PST, 12:00 PM EST, 5:00 PM GMT. The case for investing in CX initiatives. The various measurements used to monitor CX results. How to develop dashboards that cut across all functions of an organization, not just the contact center.

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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

July 23rd, 2019 11:00AM PDT, 2:00PM EDT, 7:00PM BST. Derive more precise ROI calculations directly tied to company profitability, utilizing a measurement system and steady stream of financial data.

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Customer Success Needs to Grow (Up)

Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle

June 20th, 2019 12:30PM PST, 3:30PM EST, 8:30PM GMT With revenue, comes accountability. With accountability, comes a deepening of the relationship with customers. It’s time to go the distance. Join the webinar to hear more.