Beyond Philosophy
SEPTEMBER 10, 2020
Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this phenomenon in a recent podcast and how we all do this. For example, I think the Luton Town Football Club is the best team in the world.
Bill Quiseng
SEPTEMBER 10, 2020
“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Intent on learning how to “Deliver The World’s Best Customer Experience”, I have read more books by Chip R. Bell than any other author. Several of his 24 customer service books that I highly recommend include “Kaleidoscope: Delivering Innovative Service That Sparkles,” “Sprinkles: Creating Aweso
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Joe Rawlinson
SEPTEMBER 10, 2020
Do you have a hobby that you cannot wait to get home to after work? Is there a way to monetize it and turn it into a profitable business? These are questions that many people ponder as they make their way home from another dull day at the office. If you think that there is a possibility that you could turn your hobby into a business, it might be time to stop daydreaming about it and make your vision a reality.
Pointillist
SEPTEMBER 10, 2020
By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. Customer journey orchestration enables enterprises to engage prospects and customers at optimal points along their journeys, in real time and through the most effective channels.
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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.
One Millimeter Mindset
SEPTEMBER 10, 2020
Are you too professionally tired? Especially as you continue to ride the 2020 roller coaster of uncertainty and ambiguity. Realize that you are not alone. You have lots of company. Of course you are competent, capable and resilient! No doubt about it. Also, you are great at showing up and working hard. You know the drill: carrying on carry on. Yet the weight of all that showing, working and carrying on takes a toll on you.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Eptica
SEPTEMBER 10, 2020
Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. Author: Trevor Davies, Head of Products, Enghouse Interactive According to research by Contact Babel for the UK Contact Centre Decision-Makers Guide, 95% of contact centres now use call recording technology and only 1% said that they have no intention of introducing call recording in the future. 19% of UK contac
Talkdesk
SEPTEMBER 10, 2020
Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries. In some cases, organizations saw themselves dealing with more calls while transitioning to a WFH practice.
Interactions
SEPTEMBER 10, 2020
What a difference a year can make. Let your mind go back in time to Q4 of last year: a time of wanton consumerism and high hopes. Post-Black Friday, shoppers pumped $730.2 billion into the US economy during the 2019 holiday shopping season. You probably contributed to this yourself, as you desperately searched in stores and online for that must-have toy or perfect present.
Solvvy
SEPTEMBER 10, 2020
Today’s economy has forced individuals worldwide to consider how they handle and keep track of their money. Consumer fin-tech companies have capitalized on this renewed focus on personal finance and many have seen a spike in activity during this period. While leading consumer fin-techs in payments, lending, and banking are always looking to provide best-in-class customer experience and multi-channel accessibility, however, significant, rapid growth can strain customer support teams, increa
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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
NICE inContact
SEPTEMBER 10, 2020
Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles. Not only will this align better to customer behavior, but it's also a lower cost alternative to phone support, an important consideration in these days of shrinking revenue.
CSM Magazine
SEPTEMBER 10, 2020
Identifying a Customer Experience Map. Satisfactory customer experience is essential for any company and entrepreneur, from a small beauty product retailer or essay writer to an international corporation. After all, you arrange all of your business aspects to satisfy your clients’ needs and generate sales. Or do you? We will help you find this out with customer experience maps.
Vanilla Forums
SEPTEMBER 10, 2020
A knowledge base has quickly become a must-have for any organization looking to deliver a stellar customer experience. In fact, a recent study found that 92% of people would use a knowledge base for self-service support if it was available. But not just any knowledge base will be able to garner top results, or deliver the best support for your customers.
Feedbackly
SEPTEMBER 10, 2020
Although Customer Experience (CX) is a mature concept, it’s recognition as a standalone field with separate strategies and practices is relatively new to the. Source.
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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,
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Comm100
SEPTEMBER 10, 2020
Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!
SurveySparrow
SEPTEMBER 10, 2020
Employees are the backbone of any organization. Too often, companies suffer from not paying enough attention to their employees. Do your employees know what your company’s goals are? Are they deeply involved in helping the company reach those goals? Good internal communication survey questions can help you find out. We understand now that work culture isn’t as simple as having a coffee machine.
Comm100
SEPTEMBER 10, 2020
Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!
Uplight
SEPTEMBER 10, 2020
At Uplight, we’re pretty excited about our AMI-based high usage alerts & midbill updates. They can be a cost-effective complement to traditional Behavioral Energy Efficiency solutions. In the first 6 months of a pilot with a Midwestern utility, we have seen a 62% average open rate and a 9% average click rate—about 3 times the Read More. The post Video: Engaging Customers with AMI Alerts appeared first on Uplight.
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.
The DiJulius Group
SEPTEMBER 10, 2020
Being a leader gives you the opportunity to make a difference in people’s lives. Not only is their livelihood tied up there, but their own sense of self-worth and knowledge. So you want people to be fully engaged and excited about working for you. As a leader, you’re there to serve – not to be. Read Full Article. The post Leadership Lessons from a Legend!
NetBase
SEPTEMBER 10, 2020
Being on top of the metrics that matter to your brand is a great feeling, and it certainly applies to your brand’s social media efforts. Positioning your brand for maximum efficiency online not only helps eliminate wasted time, but parlays into an increased social media ROI through building upon what works – and discarding what does not. Here we’ll explore the why and how of conducting a social media audit by focusing on: What a social media audit.
C Space
SEPTEMBER 10, 2020
The Brand Move Roundup – September 10, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.
Lithium
SEPTEMBER 10, 2020
If there is one certain right now, it's that Covid-19 is affecting all our lives. For many of you it will mean a shift from the office to working from home, and for your customers, it will mean getting in touch with your brand is more challenging than it's ever been. It's no surprise social channels are feeling the impact, Vodafone recently confirmed it has seen a 50% increase in usage of it's network in several European markets, an increase it expects to continue, meanwhile Facebook and Disney
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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.
Magellan Solutions
SEPTEMBER 10, 2020
Reaching out to a global market is the goal for most businesses. However, an international customer base means communicating with people from different time zones and cultures who are speaking different languages. This is where multilingual call center services can help. With a multilingual call center, you can provide call answering services in your customer’s native language.
Horizon CX
SEPTEMBER 10, 2020
How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage? And, how often has that realization and fear-of-missing-out resulted in an impulsive appointment to a newly-created Director of Customer Experience (CX) position, dropped on an individual who has little clue as what this means
CSM Magazine
SEPTEMBER 10, 2020
If there’s one thing business owners are always trying to increase, it’s productivity. The more productive team members are, not only is work quantity increase but so does the quality. Customers are more satisfied, and revenue is maintained and increased. But exactly how do managers and business owners further productivity in the workplace? It may come as a surprise that one of the easiest and most effective ways of doing so is by maintaining a clean work environment.
Brad Cleveland Blog
SEPTEMBER 10, 2020
Ensuring that your organization is getting maximum benefit from the effort and investments you’re putting into customer service is an important leadership opportunity. In this video, I explore three levels on which effective service creates value. This video is from my LinkedIn Learning course “Customer Service Leadership.” During these difficult times, leadership is crucial.
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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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