CRMI
MARCH 25, 2020
Now more than ever as we navigate times of uncertainty, at home employee soft-skills training will produce long-term positive customer experiences. Are your employees armed with the necessary soft-skills training to deliver exceptional customer exper.
Gainsight
MARCH 25, 2020
If you’re like me, you probably feel like the world we live in is completely different from what it was even just a few weeks ago. Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. It’s also clear that no one was 100% prepared for the pace at which this new normal came about.
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Steve DiGioia
MARCH 25, 2020
…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do. So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstan
ShepHyken
MARCH 25, 2020
Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Once every year or so, they have some type of refresher. Good for them, but there’s more to it than just that and it’s easier than you think. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training.
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Hello Customer
MARCH 25, 2020
Dear everyone. First of all, I hope you are safe and healthy. Given the situation, I felt like writing down my thoughts in a message to all of you. I know, it is raining letters from CEOs and by now your inboxes and newsfeeds are probably flooded. Still, I hope you’ll take some time to read this. I am writing this letter from the seclusion of my own home.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
MARCH 25, 2020
1. Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage. Read Full Article.
Bold360
MARCH 25, 2020
We are living in an unprecedented time. In what seems like the blink of an eye, the way we live our lives has been completely transformed in almost every way imaginable. As we respond to the COVID-19 (coronavirus) pandemic we are shifting our behaviors and adapting to a new way of life that affects how we work, shop, eat, interact with one another and more.
Martin Hill-Wilson
MARCH 25, 2020
I’m inspired by all who are keeping things going. Health workers, emergency services, customer services, volunteers, parents doubling up as home teachers and employees and people running f2f services that need to remain open. The shock of adapting so fast to new realities has hit us all. Whatever getting over COVID-19 means, it will not signal a return to the way things were.
NetBase
MARCH 25, 2020
Businesses and consumers are operating in a new reality as they pull together to fight the Coronavirus pandemic. How do companies stay on the consumers’ radar with business closures and mandated quarantines? The answer is with a little creativity, ingenuity and passion. Using Next Generation AI , we can see how companies are responding! Marketing Pandemic Pivot.
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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
PK
MARCH 25, 2020
While the use of voice to machine interaction in healthcare may still be in their infancy, early initiatives are validating the promise of voice interfaces. Organizations that tap into real-world drivers of adoption will unlock new ways to simplify care journeys and engage patients. Read more at Fierce Healthcare. About the Author. Dave Wieneke leads PK’s focus on serving the digital experiences of healthcare organizations, establishing a baseline method of measurement as outlined in PK’s Hospit
FiveStars
MARCH 25, 2020
These are perilous times for small businesses, their owners, and employees. In recent weeks, nearly all of the 30 million small businesses across the United States (and many more worldwide) have been impacted. Of the two million brick-and-mortar storefronts, many have been forced to close their doors – with only some food establishments remaining open, […].
ClientSuccess
MARCH 25, 2020
In the modern SaaS-driven world, standing out from the competition is getting harder and harder. With so many integrations, add-ons, and premium features coming up in what seems like every sales conversation, standing out from the crowd can take a miracle – or the right angle. Sure, product enhancements and price points might catch customer’s attention right out of the gate, but it’s the long-term value that prompts a buying decision.
CSM Magazine
MARCH 25, 2020
Though you may have created an effective strategy for finding the top talent to work for your organization, no employee comes into work on the first day knowing what to do. It is the responsibility of your human resources staff, training directors and management to get each new hire up to speed. From signing employment contracts and acknowledging company policies and procedures to learning the basics of how to operate equipment and work on assignments, there’s a lot they need to know before the
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MyCustomer
MARCH 25, 2020
Engagement What are the best free online CX training courses?
C Space
MARCH 25, 2020
Navigating Change. The two key business skills at this unique time are understanding today and anticipating tomorrow. What’s happening now – and what will happen next as a result of it? Here’s our perspective on how to gain those essential insights. Tweet. By Laurent Manes-Murphy, Head of Growth, EMEA and Zoë Bishop, Account Director. Insight Directors are under pressure to own the perspective on customers, who are changing at an accelerated rate.
Forrester's Customer Insights
MARCH 25, 2020
Instead of CX surveys as usual, you need to show that you aren’t tone deaf to the unprecedented situation your customers face due to COVID-19. Read how to adjust your survey methods.
C Space
MARCH 25, 2020
We’re All Preppers Now. The coronavirus is shifting everything that we’ve come to consider as normal. To track the change now, in real time, we have tapped into our community of customers to explore what’s changing in their world: the way they shop, communicate, work and socialize. Tweet. Sophie Gaskill. Global Brand Director. Sophie Gaskill is Global Brand Director at C Space, having learnt the ropes at infamous brand agency, Wolff Olins.
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.
Forrester's Customer Insights
MARCH 25, 2020
Transformational times like these create opportunities for your firm to introduce net-new services that extend your market value The global COVID-19 pandemic is taking a heavy toll, not just on lives but world economies. We are all experiencing massive life changes that affect how we work and how every business operates. Amid all of […].
Customer Bliss
MARCH 25, 2020
Today, I’m introducing something new that I’m calling The Optimism Report. Because in this time that’s impacting all of our lives around the world, what we are seeing our grand acts of humanity, not only in business, but across the world with every kind of person. So what I want to share with you are acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this.
Experience Matters
MARCH 25, 2020
One of our principles for making changes to your Experience Management (XM) programs, SHOW HUMANITY, is critical for all of us right now. The post It’s A Perfect Time To Show Our Humanity appeared first on Experience Matters.
iPerceptions
MARCH 25, 2020
We would first like to share our heartfelt support to all those affected by COVID-19. You are foremost in our thoughts as we navigate this pandemic and its impacts together.
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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.
Inbenta
MARCH 25, 2020
1. Define the stakes and set clear objectives. My company would like to set up an AI chatbot. Sure, but what are the objectives? There may be several internal needs that meet several objectives and they must be well defined beforehand. For example: Improve user experience: By adding a new self-service tool. Available 24/7. Make it easier to navigate and search for information on the desktop site.
DemandJump
MARCH 25, 2020
In today's world, technology will generally do one of two things: expose opportunities for success or threaten organizations that refuse to accept the changing ways of the business landscape. Some might say it's not the fear of digital disruption that compels companies to make changes; rather, it's the digital version of the fear of missing out (FOMO).
Playvox
MARCH 25, 2020
BPOs are in the business of delivering service quality to their clients. As such, quality assurance is essentially job #1 for these service providers, on a daily basis. Evaluating agents’ interactions and running coaching and training programs are all part of the BPO playbook.
Maru Group
MARCH 25, 2020
In times of change and uncertainty it can be very difficult to put your feelings into words, or even be fully conscious of your underlying emotions. Asking “how do you feel?” and “why?” are questions of limited value at the best of times. And these are not the best of times. We need to ask questions in ways that allow us to tap into our fast, intuitive and unconscious choices—what Daniel Kahneman calls System 1 thinking.
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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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