CloudCherry
NOVEMBER 11, 2019
Too much of a good thing? When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! With over 100 stellar submissions to choose from- falling into either the Practitioner or the Influencer Categories- our Top 10 list quickly became our Top 12 list. And we ain’t mad about it! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-.
GetFeedback
NOVEMBER 11, 2019
This guide will teach you how to use the Customer Satisfaction Score metric, boost loyalty, and prove the ROI.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
NOVEMBER 11, 2019
Smart Home technology is expected to become a $151.4 billion market by 2024. However, it still has a long way to go before it reaches its full potential. Many consumers face significant technical challenges as they set about smartening up their homes. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own.
ShepHyken
NOVEMBER 11, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. (ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.
Advertisement
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.
Steve DiGioia
NOVEMBER 11, 2019
Great service is comprised of many parts and each must be present to create the experience every customer desires. Let’s briefly discuss each one of my top 8 until we get to “memory”. I know you’ll agree with me that it should be near the top of your list. Training. Training for the needed service skills is an essential foundational aspect of great service in any industry.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Strativity
NOVEMBER 11, 2019
Whether 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.
NICE inContact
NOVEMBER 11, 2019
Today’s customers expect omnichannel customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care.
InteractionMetrics
NOVEMBER 11, 2019
The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.
Think Customers
NOVEMBER 11, 2019
Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections , industry experts laid out the many ways that digital technology augments, rather than replaces, human associates. Here are the critical ways that technology can help companies be more human. An IVR evolution.
Advertisement
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
InteractionMetrics
NOVEMBER 11, 2019
The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.
Chattermill
NOVEMBER 11, 2019
How to Share Customer Insight Across an Organisation. by Sam Frampton. on 12 Nov 2019. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. Insights. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers.
Forrester's Customer Insights
NOVEMBER 11, 2019
I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite is not NPS. It’s also not Level of Effort, CSAT, or even Forrester’s beloved Customer Experience Index. It’s: $ I feel compelled to point this out […].
Ecrion
NOVEMBER 11, 2019
Can you imagine trying to conduct business these days without having a website? . I don’t know anybody that can! The Internet has become such a prevalent way to connect with customers that even companies that traditionally relied on face-to-face interactions like Goldman Sachs or Louis Vuitton had to bow to the new reality. Today, most organizations are pretty good at using their online presence for all efforts that are driven by Sales or Marketing: showcasing what the business does, gener
Advertisement
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,
.png)
Forrester's Customer Insights
NOVEMBER 11, 2019
Alibaba generated a staggering $38.4 billion in online gross merchandise value (GMV) on this year’s 11.11 (AKA Singles’ Day), up 26% year-on-year. It surpassed our earlier forecast of $37.4 billion in GMV, despite China’s economic slowdown and uncertainty generated by the trade war with the US. Focusing on three key factors, Alibaba drove success by: […].
GetFeedback
NOVEMBER 11, 2019
In diesem Ratgeber erfahren Sie, wie Sie den Customer Satisfaction Score, die Kennzahl zur Messung der Kundenzufriedenheit, steigern und damit gleichzeitig die Kundentreue erhöhen und den ROI nachweisen.
Forrester's Customer Insights
NOVEMBER 11, 2019
We (Collin and Mark) had a hypothesis: Site Search and SEO were natural partners in a broader scheme to help customers find answers and products. But, we needed evidence: How should these strategies intersect? What are the staffing, skilling, and technology opportunities to double-dip on these two areas? What are the benefits to unifying these […].
GetFeedback
NOVEMBER 11, 2019
Grâce à ce guide, vous allez découvrir comment évaluer le score de satisfaction client, booster la fidélité de votre clientèle et démontrer le retour sur investissement.
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.
Totango
NOVEMBER 11, 2019
Hi, . We have been hard at work and are excited to share our latest engagement feature with you! Advanced Campaign Engagement with Destination Pages. Communicating with your customers at the right time, in the right context is very important and we know many of you are doing it by leveraging Totango campaigns. . Our newest feature, Destination Pages, allows you to take action when a customer engages with your campaign.
CloudCherry
NOVEMBER 11, 2019
CHAMPION. A simple search will tell you it’s, ‘a person who fights or argues for a cause or on behalf of someone else.’ Hmmm…sounds like CX to me. So, what makes a true CX Champion? According to some of our 2019-2020 CX Championship Judges, it comes down to a few very important things. Eric Ullman of CX Alchemy defines it as, “someone who lives and breathes Customer Experience.
NICE inContact
NOVEMBER 11, 2019
What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center.
Andrew Mcfarland
NOVEMBER 11, 2019
Every company likes to believe that they have a unique culture. Indeed, someone once described culture as “the way we do things around here when no one is looking!” So, whether a company invests a little time on culture or.
Advertisement
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.
MyCustomer
NOVEMBER 11, 2019
Since its conception, the fashion industry has evolved at the speed of seasonal shopping. Not anymore. The time it takes to upload a new.R 11th Nov 2019. By Elliott Jacobs.
Pointillist
NOVEMBER 11, 2019
By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. Why is FCR considered so essential?
NetBase
NOVEMBER 11, 2019
Having artificial intelligence powering your brand’s social analytics is table stakes, but AI comes in a variety of iterations these days – and yes, there’s such a thing as “old AI” at this point! And when smart AI isn’t all it’s cracked up to be, your brand’s health is at risk. So, here’s a handy way to think about it, using some popular AI failures as a framework.
Genroe
NOVEMBER 11, 2019
The number and range of customer feedback surveys being undertaken by organisations wanting to understand how their customer’s feel about the organisation and its product is substantial. However, customer satisfaction surveys have a little bit of quantum mechanics in them! Such surveys exhibit the Heisenberg uncertainty principle in that surveying a customer can, in […].
Advertisement
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.
Expert insights. Personalized for you.
170 
Let's personalize your content