BlueOcean
NOVEMBER 6, 2019
It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and the hard numbers do matter after all.
Alida
NOVEMBER 6, 2019
At our very own Insights Day event in San Francisco, some of our most successful customers—VMware, Stitch Fix, and Red Bull—all took to the stage to discuss how they each effectively leverage customer insights to establish strong relationships with stakeholders , create personalized customer experiences, and fuel product innovation.
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Eptica
NOVEMBER 6, 2019
Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers.
SurveySparrow
NOVEMBER 6, 2019
Well, let’s face the fact! Employee Assessment is way beyond a joke and you would know it better than me. Employees are the bedrock of your organization. You would want to know the performance status of each employee; who’s learned some new tips and tricks, who’s the star performer, who’s the bloke with some innovative ideas and whose skills need to be honed and so on.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Kustomer
NOVEMBER 6, 2019
Recently, Kustomer was referenced in the New York Times. In almost all circumstances that would be a good thing for a fast growing startup. But in this case, it was not. The New York Times article was not about how Kustomer is revolutionizing customer service. It was not about our commitment and singular mission of helping businesses treat their customers better, and our fast growth since 2015.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
NICE inContact
NOVEMBER 6, 2019
With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform —and it’s never looked back.
The DiJulius Group
NOVEMBER 6, 2019
The ABC’s Of Business Have Changed For the longest time, the ABC’s of business was considered Always Be Closing, made popular by the character played by Alec Baldwin in the 1992 film Glengarry Glen Ross. Times have changed and that salesmen paradigm is no longer a successful strategy in today’s The Relationship Economy. Today to. Read Full Article.
CSM Magazine
NOVEMBER 6, 2019
To manage both inbound and outbound communication, many businesses large and small utilize an answering service. This service is not just used for answering phone calls, it is used for responding to texts, emails, cold calling, transferring calls to the right people, answering FAQ’s and representing businesses. Up until now telephone answering services were one of the main elements in business to provide quality customer experiences and to grow revenue.
Playvox
NOVEMBER 6, 2019
Customer service team leaders have a lot of weight on their shoulders. Typically managing upwards of 15-20 agents, they are responsible for ensuring their staff delivers quality and efficient omnichannel customer service. Constantly short on time, many are forced to operate in a reactive state. They usually have too many agents under their care, interactions to review, issues to resolve, reports to read and distribute, and so on.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Interactions
NOVEMBER 6, 2019
Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the fourth episode here. “We always make the comparison between AI coming into society the way radio came into society in the late 20s, early 30s. [With radio,] they had this new technology that everybody knew worked, but the problem became: what do we do with it?
Thunderhead
NOVEMBER 6, 2019
The sports entertainment industry knows how to deliver great experiences. But fan loyalty is harder to earn, so we need to improve fan experiences to take ‘the thrill of the game’ well beyond the venue. Here's how. The post Taking it home: Why sports teams must create standout experiences beyond the game appeared first on Thunderhead.
inmoment
NOVEMBER 6, 2019
In a world where e-commerce is constantly evolving, more and more traditional quality assessment strategies are becoming obsolete. Even though mystery shopping was once the standard approach to assessing service, new technology proves itself to be more effective and more reliable. Your organization needs an all-encompassing customer experience (CX) strategy that grants you peripheral views of customer service shortcomings, as well as insights into the most critical lines of your business.
Perceptive
NOVEMBER 6, 2019
“The idea that the customer experience can be managed is a joke”. This hard-hitting line comes from Matt Watkinson, CEO at Methodical and author of The Ten Principles Behind Great Customer Experiences. You might wonder why a man in his position would throw so much shade over his own industry, but here’s the reality: he’s not wrong. CX can’t be “managed” in the traditional sense.
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Innovative CX
NOVEMBER 6, 2019
I must admit that I’m considered a “late-adopter” when it comes to technology. I’m not the first one to buy the latest smartphone, convert from cable TV to streaming apps or leap into the world of social media. So, it was with Chick-Fil-A. Until last week, I had only heard about the fantastic chicken, great service and Sunday closings but never experienced them firsthand.
Qualtrics
NOVEMBER 6, 2019
As part of our XM Visionaries series, we caught up with John Goodwin, Vice President of Customer Intelligence at Mastercard to talk about how he built his team from the ground up to become an integral part of the company’s customer experience. From breaking down silos, making the business case for CX and (sometimes) even ignoring what the data was telling him, find out how Mastercard’s breakthrough customer experience came to be.
NetBase
NOVEMBER 6, 2019
When planning in-person events, consumer experience analysis offers multiple ways to create successful outcomes and get consumers to interact. This can be important, as interactions are often key to how consumers ultimately feel about your event. It can also impact how they feel about your brand. Many brands get bogged down in minutiae that ultimately doesn’t matter but offers a false sense of success – we’ll touch on this below.
Brad Cleveland Blog
NOVEMBER 6, 2019
In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler reminded me of advice that my mother used to give me, especially when facing awkward … Continue reading → The post When Building Your Brand, Be Yourself appeared first on Brad Cleveland.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
NetBase
NOVEMBER 6, 2019
When planning in-person events, consumer experience analysis offers multiple ways to create successful outcomes and get consumers to interact. This can be important, as interactions are often key to how consumers ultimately feel about your event. It can also impact how they feel about your brand. Many brands get bogged down in minutiae that ultimately doesn’t matter but offers a false sense of success – we’ll touch on this below.
MyCustomer
NOVEMBER 6, 2019
Engagement CX investment to soar 30% in the 2020s.
Brad Cleveland Blog
NOVEMBER 6, 2019
In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler reminded me of advice that my mother used to give me, especially when facing awkward or difficult challenges—”just be yourself.” It was sound advice then, and it still is now.
MyCustomer
NOVEMBER 6, 2019
Engagement And the winner of CX Leader of the Year 2019 is.
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Brad Cleveland Blog
NOVEMBER 6, 2019
In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler reminded me of advice that my mother used to give me, especially when facing awkward or difficult challenges—”just be yourself.” It was sound advice then, and it still is now.
dscout People Nerds
NOVEMBER 6, 2019
Want to widen your UXR impact? Make friends with folks in new departments. (And we don’t just mean product and design).
UserReplay
NOVEMBER 6, 2019
The Holiday Season 2019 predications are looking merry, despite market pressures. eCommerce sales are expected. The post Top Holiday eCommerce Statistics appeared first on UserReplay.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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