Fri.Jan 31, 2020

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Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients. Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the sup

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3 Customer Experience Cartoons That Exemplify the 2020 Customer

Oracle

This is a preview of the ebook, “20 Cartoons that Perfectly Illustrate the Customer of 2020.”. As we close out the first month of the new year and the new decade, we reflect on personal resolutions and professional goals. Have you started to make the changes you set out to make this year? Is your company making improvements to the customer experience?

2020 104
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Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients. Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the sup

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Can I Get a Customer Service Job Without a Degree?

Customers That Stick

Can you get a customer service job without a degree? There are absolutely a wide variety of customer service jobs that do not require a college degree. Many customer service jobs are designed for entry-level employees and a degree is not a prerequisite. . A college degree shows up in customer service jobs in a few ways. First, when applying for the job, you may be competing with people who do have a degree, and even though one is not required, those who have a degree may have an advantage, assum

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Connective DX team members win Sitecore MVP Award

Connective DX

Posted on: January 31, 2020. In News. Subscribe Share. January 31, 2020 – Boston, MA – Connective DX , a PK Company , and Sitecore Certified Platinum Partner, is excited to announce that two of its team members, Madhu Anbalagan and Jeff Cram, have been named Sitecore Most Valuable Professionals for 2020. The Sitecore MVP Award is given to distinguished individuals within the Sitecore community.

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Why Trust Will Drive the Future of Healthcare Innovation

PK

Relying on AI-driven decision-making represents a major shift for healthcare practitioners; instead of relying solely on human judgment – intuition, experience, observed evidence – medical professionals now have the option to remove themselves from some decision-making processes, turning over part of that responsibility to AI. However, trust in an AI-powered decision requires a leap of faith.

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Why Trust Will Drive the Future of Healthcare Innovation

Connective DX

Relying on AI-driven decision-making represents a major shift for healthcare practitioners; instead of relying solely on human judgment – intuition, experience, observed evidence – medical professionals now have the option to remove themselves from some decision-making processes, turning over part of that responsibility to AI. However, trust in an AI-powered decision requires a leap of faith.

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Workforce Manager: Optimizing Schedules and Onboarding New Hires

NICE inContact

Onboarding a new employee is a rite of passage. We all go through it several times throughout our career. Personally, I’ve experienced pretty much every onboarding experience across the spectrum. From, “here’s your desk, good luck,” to a very thorough multi-day training. There’s a balance of course, onboarding from the point of view of the new hire is incredibly overwhelming.

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Confirmit CX Expert Series: Ryan Denny - Bupa Global

Confirmit

The sheer scale and diversity of unstructured data sources is daunting. But those sources house valuable insights that can make an enormous difference in a competitive market. Ignoring them is not an option. They are critical to determine customer intent, keep abreast of vital market trends, or get early warning of product or service issues. In this video, Ryan Denny of Bupa Global talks about the impact of text analytics on Bupa’s customer experience program.

2019 52
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The 2023 Verint Experience Index: Retail

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

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We Had Our Beignets and Learned Something Too

Chadwick Martin Bailey

Key Takeaways from The Media Insights & Engagement Conference. The Media Insights & Engagement conference was held this week in New Orleans, and we heard some consistent themes that are impacting the media industry. Here are a few of the highlights: Storytelling is essential in delivering emotional resonance, and helping consumers identify with a brand, content or campaign: There were many talks on the power of storytelling.

Sports 52
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Webinar: The CX Skills Revolution: Are you Ready?

Confirmit

Register to the webinar for your region. Australia: 11th February @ 11am AEDT. Europe: 11th February @ 11am GMT. North America: 11th February @ 11am EST. CX teams are having a tough time. Our latest state of the nation survey suggests that CX programmes are still struggling to make an impact on the business. This can’t go on. It’s time for a CX revolution.

Webinar 52
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inSided joins Gainsight’s Solutions Marketplace in a brand new category

inSided

Imagine a world where community data and customer success data can easily come together to give you a beautiful, holistic overview of your customers’ engagement, health and sentiment levels… well, imagine no more, because with inSided’s Certified Gainsight integration, this data is now at the touch of a button for Gainsight and inSided users.

Brands 52
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CX and price image: How you can harm your brand by improving experiences

MyCustomer

Engagement How you can harm your brand by improving CX.

Brands 60
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Developing Surveys to Boost Customer Retention Through Actionable Data

GetFeedback

Develop surveys that will help you gather insights quickly so you can turn that data into focused action plans that accelerate your retention rates. .

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Lessons in delivering luxurious, consistent customer experiences from Marriott International

MyCustomer

Voice of the Customer Lessons in delivering luxury CX from Marriott.

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Implementing a Customer Experience Strategy That Works

GetFeedback

Competition for customer loyalty is stronger than ever in 2020. With so many companies vying for each customer’s attention, a winning customer experience strategy is a must for any company looking to build brand loyalty. Small wonder—as a study by Adobe shows , the top 10% of customers spend three times more than other customers. That means it’s critical for companies to identify those customers, learn who they are, and craft a customer experience that makes them excited to come back again.

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Webinar: How MR can deliver business impact

Confirmit

Register to the webinar for your region. Australia: 13th February @ 11am AEDT. Europe: 13th February @ 11am GMT. North America: 13th February @ 11am EST. It’s high time researchers and insights professionals shattered the old, tired perceptions that we’re data wranglers. We need to be a catalyst for growth both in our own business and for the clients that depend on us.

Webinar 52
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The Open CCaaS Advantage Report

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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Developing Surveys to Boost Customer Retention Through Actionable Data

GetFeedback

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. In fact, a survey by Brightback found that 97% of companies are prioritizing retention, proof of just how seriously businesses are taking this issue. Loyal customers drive increased revenue through referrals and repurchases, while the cost to acquire them has already been earned back. .

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Super Bowl LIV Highlights The New Normal For Agencies

Forrester's Customer Insights

The Super Bowl is a perfect illustration of the trajectory of the advertising agency industry in transition, despite its cherished position as advertising’s premier event. Super Bowl Sunday remains one of the few mass media opportunities to gather a plurality of Americans, thus a vanguard advertising showcase for the industry. Whether it’s Amazon’s lighthearted “life […].

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The UK’s Emotional Brexit Journey

Brandwatch CX

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The Future Of The CISO – Six Types Of Security Leaders

Forrester's Customer Insights

When starting a project like the Future of the CISO – it’s a daunting exercise. While we don’t always share the background inspiration for our research, this time it’s quite important and will shed some light on how we arrived here. When we started planning this research in 2018 and working on it in 2019, […].

2018 42
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Implementing a Customer Experience Strategy That Works

GetFeedback

Winning customer experience strategies are relatively simple to build; It all centers around a single focal point: getting to know your customers.

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Check Point’s CPX 360 2020 Conference In New Orleans — Secure Your Everything

Forrester's Customer Insights

Veteran firewall vendor Check Point Software Technologies (hereafter Check Point or CP) held the US edition of its 2020 CPX 360 conference this week in New Orleans. The event gave industry analysts a chance to see what Check Point has been up to. The theme of this year’s CPX 360 is “Secure Your Everything,” a narrative […].

2020 29
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Implementing a Customer Experience Strategy That Works

GetFeedback

Winning customer experience strategies are relatively simple to build; It all centers around a single focal point: getting to know your customers.

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The Power of Promises

Horizon CX

According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give. It can also mean a capacity for good, similar to a value that is to be realized in the near future.

Brands 59
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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.