InMoment XI

FEBRUARY 11, 2020

Optimizing the Customer Experience with Brain Science All humans, including your customers, use mental shortcuts and behavioural biases automatically. It’s important to understand fundamental behavioural science cues to optimise the customer experience. Jez Cowry, Chief Choice Architect of Cowry Consulting, talked CXForum delegates through a series of practical ‘nudges’ that can be applied to your CX programme.

Insights 260

Insights Consulting Article Customer Experience 260

Customer Bliss

FEBRUARY 11, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. To start defining your legacy and your “Three Blocks Long,” click here for downloadable worksheets.

Chief Customer Officer 218

Chief Customer Officer Download Document Leadership 218

Experience Investigators by 360Connext

FEBRUARY 11, 2020

CX Training Takes a Cross-Functional Team. There’s a reason we use the term “it takes a village” when referring to educating children. Learning is an ongoing process that requires more than one point of input or opinion. We’d never send our 5-year old child to one class with one teacher and declare their education over. We know that lifelong learning is really what leads to success, and there are needs for specific study as well as general education throughout our lives.

Customer Experience 125

Customer Experience Customers Employee Experience Hospitality 125

ShepHyken

FEBRUARY 11, 2020

Unconscious Bias in Customer Service. Avoiding Assumptions So You Don’t Accidentally Offend Your Customers. Shep Hyken interviews Bernadette Smith. They discuss how inclusion and diversity training can create a better customer experience. Top Takeaways: Unconscious bias affects the way we think about others without being fully aware of it. It causes people to make assumptions about others that may or may not be true.

Books 117

Books 2020 Culture Connections 117

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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.

Customers

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Customer Success 116

Customer Success Metrics Customer Journey Measurement 116

Customers That Stick

FEBRUARY 11, 2020

Signal stripping is a term I came up with back in 2016 to explain the differing dynamics of different customer service channels. The signals I am referring to are what we’ve labeled “human signals” and they just mean the many communication signals that humans send and read that are not the actual words delivered. In our customer experience advisory and customer service training , we’ve found this understanding of how humans are wired to interact with one another is essential to being successful

2016 78

2016 Books Customer Service Training Reference 78

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. I have witnessed this process from the perspective of an Account Manager, Implementations Manager, a member of the Product Team, a Business Operations Manager, and now as the Director of Learning Services.

Rewards Programs 88

Rewards Programs Leadership Customer Centricity Consumers 88

UJET

FEBRUARY 11, 2020

Today’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends. But even with separate channels, the ability to contact someone, share information, and have a personalized interaction are the same regardless of the channel it is happening on. Whether it’s through voice, text, or sharing photos and videos, the experience is identical.

E Commerce 72

E Commerce Brands E-support Transportation 72

iPerceptions

FEBRUARY 11, 2020

It is five times more expensive for you to acquire a new customer than it is to retain one. With Customer Experience statistics like these, brands are under more pressure than ever to boost customer retention.

Customer Retention 100

Customer Retention Customers Brands Customer Experience 100

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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

Retail

One Millimeter Mindset

FEBRUARY 11, 2020

Story connection strategy is a compelling way to engage colleagues. Yet, this strategy is underutilized. Mostly because you are storytelling uncomfortable, aren’t you? As a result, you avoid incorporating your own story into investor pitches. Or, job interviews, conference presentations, grant applications, engineering RFPs and RFQs. Consequently, you are disappointed when employees and clients do not know what to do with the information you present.

Connections 66

Connections Engagement Workshop Presentation 66

CSM Magazine

FEBRUARY 11, 2020

New report further establishes the need for building seamless customer experiences across all channels and touchpoints. UJET Inc. , a leading provider of customer support communications and solutions, today released its new report, Optimizing Channels for Customer Support , focusing on the new tools, technologies, and channels customers are moving towards as they look for a more seamless support experience.

E Commerce 64

E Commerce E-support Transportation Insights 64

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Customer Success 62

Customer Success Metrics Customer Journey Measurement 62

Kitewheel

FEBRUARY 11, 2020

Driving Engagement and Retention in Line for Rides. People don’t enjoy waiting in line. Whether it is the uncertainty of when the line will finish or the way we exaggerate how much time has passed, waiting in a long queue is never fun. The customer experience for airlines is made even worse by the shrinking window for customers to reach their gate, frustration at people cutting in line, or a sense that there are not enough attendants at the front desk, gate, or any other location.

Airlines 52

Airlines Loyalty Programs Travel Download 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. I have witnessed this process from the perspective of an Account Manager, Implementations Manager, a member of the Product Team, a Business Operations Manager, and now as the Director of Learning Services.

Rewards Programs 52

Rewards Programs Leadership Customer Centricity Consumers 52

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. ChurnZero had the opportunity to attend and sponsor an event last week called – CCO USA. It was a two-day event in Atlanta, where attendees got to hear perspectives from leading Chief Customer Officers on how to utilize the latest technology to wow your customers, different models and strategies to enact deep operational change and the tools you need to train, measure and encourage core soft skills.

Customer Success 52

Customer Success Chief Customer Officer 2020 Events 52

Think Customers

FEBRUARY 11, 2020

At its core, excellent customer support is about making your customers feel understood and appreciated by your business. And while customer support is rarely the first thing that readers associate with Dow Jones, parent company to The Wall Street Journal , Barron’s , and MarketWatch, it’s a critical part of the news and publishing firm’s success. Thom San Filippo, vice president of customer service and experience design at Dow Jones, explains what it takes to make a global, tech-savvy audience f

Customer Care 52

Customer Care Contact Center B2C B2B 52

CSM Magazine

FEBRUARY 11, 2020

AI is a huge trend today – and everyone wants a piece of this pie. It is used in digital marketing, data analysis, and of course customer service. One can hardly deny the extreme usefulness of this technology in answering customers’ queries because it allows a much faster response time. There are basically no limits on what companies can and should make use of AI in customer service.

Customer Service 52

Customer Service Customers Definition Presentation 52

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.

Customer Insights

Ecrion

FEBRUARY 11, 2020

Customer Communication Management (CCM) tools are software programs. These programs help to manage your business’s communication among a variety of platforms. Having the best CCM tools will help to improve customer satisfaction. Improving customer satisfaction can improve your business success. There are a variety of CCM tools available to business owners and finding the right one is important.

Customer Care 57

Customer Care Communication Customer Service Representative Customer Satisfaction 57

Talkdesk

FEBRUARY 11, 2020

Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large source of customer information, generating enormous quantities of data that is impossible to process manually. Additionally, giant leaps in speech processing technology and Natural Language Processing (NLP) are opening big opportunities to enhance contact center accuracy while promoting cost efficiency.

Contact Center 65

Contact Center E Commerce Hospitality Healthcare 65

Confirmit

FEBRUARY 11, 2020

With more and more top-quality submissions pouring in each year, how can you make yours stand out? At the ACE Awards HQ, we’ve put our heads together to help guide you. For all you hopefuls out there, here’s a round-up of our top tips for the best chance of writing a winning submission (and adding that trophy to your award cabinet!). Select your category.

B2B 52

B2B Definition Financial Customer Voice 52

Calabrio

FEBRUARY 11, 2020

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Our answer? Three key things. The chance to develop and hone high-demand agile development skills while working on a highly rated, award-winning SaaS technology.

Insurance 52

Insurance 2019 Innovation Contact Center 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

McorpCX

FEBRUARY 11, 2020

No matter who you are or what your financial needs are—consumers and businesses alike—you need an institution to help you manage your money. From national, regional, and community banks to Credit Unions and “non-banks,” there’s no shortage of choices.

Banking 52

Banking Customer Experience Financial Consumers 52

Bizagi

FEBRUARY 11, 2020

A Center of Excellence (CoE) is a vital component of any organization who wants to realize digital transformation across their business. Gartner describes effective CoEs as “concentrating existing expertise and resources in a discipline or capability to attain and sustain world-class performance and value.”. In the context of process management and automation, concentrating these expertise and resources in a Center of Excellence framework means that when you scale-up production you can realize e

Government 52

Government Document Innovation Download 52

Forrester's Customer Insights

FEBRUARY 11, 2020

CX is still king in 2020. Modern CRM must be used as a foundational technology for customer engagement in order to deliver experiences that keep your customers coming back for more. Here are our top 5 trends for CRM in 2020: Self-service for end-to-end customer journey support increases. More customers self-serve as the first point […].

2020 52

2020 Customer Journey Customer Engagement Engagement 52

Grade.us

FEBRUARY 11, 2020

Reading Time: 14 minutes. Zocdoc, the online medical care booking service, was launched during the TechCrunch40 conference in 2007. Thirteen years later, Zocdoc is a healthcare behemoth and Zocdoc reviews are a major consideration for healthcare practices looking to attract to patients. Zocdoc isn’t a mainstream review platform. Don’t let their small size fool you.

Healthcare 33

Healthcare Books Insurance Advertising 33

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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.

Customer Engagement