InMoment XI
MARCH 12, 2020
This article was originally published here. Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience. This laser sharp focus on the total experience must span the entire demand and supply chain and incorporate every aspect of how products and services are designed, priced, View Article.
Customer Bliss
MARCH 12, 2020
To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about. Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience.
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InMoment XI
MARCH 12, 2020
The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts. But the technology and computer capabilities we have today are light-years ahead of where we were even. View Article.
Customers That Stick
MARCH 12, 2020
In this One Win Book Review, we take a look at The Meditations of Marcus Aurelius. Check out the video below to hear Adam’s one win that you can take away from The Meditations of Marcus Aurelius to improve your organization’s customer experience and customer service. About The Meditations of Marcus Aurelius. FROM THE PUBLISHER: One of the world’s most famous and influential books, Meditations, by the Roman emperor Marcus Aurelius (A.D. 121–180), incorporates the stoic precepts
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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.
inmoment
MARCH 12, 2020
We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put their customers at ease during this pandemic). As CX professionals, we help our clients leverage our technology to garner insights they can use to drive business outcomes.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
MARCH 12, 2020
I just finished a monster road trip, shadowing two of our clients who have more mature CX programs for two days each, as part of Heart of the Customer’s massive undertaking to capture the current state of CX as a discipline. This came on the heels of over a dozen interviews with less mature CX programs. There were a ton of revelations, […]. The post Are Your Surveys a Crutch or a Tool?
C Space
MARCH 12, 2020
Demand Shock: Some companies are set up to manage disruption much better than others. Businesses across the world are bracing for a “demand shock”. This is not only hard to manage and bad for sales – as the photos of empty shelves in supermarkets and online recipes for DIY hand sanitizer are starting to show. The bigger risk is that the customers you lose may never return, limiting your future growth potential.
Experience Matters
MARCH 12, 2020
Watch Bruce Temkin & Moira Dorsey discuss the ROI of Customer Experience (CX) during this "XM Fireside Chat.". The post XM Fireside Chat: ROI Of CX With Bruce Temkin And Moira Dorsey appeared first on Experience Matters.
Talkdesk
MARCH 12, 2020
As customer expectations evolve, so does the contact center. Shifting customer demands and technologies can be challenging for enterprises to keep up with — even more so when the enterprise happens to be a Customer Experience (CX), Artificial Intelligence (AI) and Automation Solutions provider, responsible for meeting requirements across a diverse collection of industries.
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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
C Space
MARCH 12, 2020
The Proximity Problem: Is real time tracking of the coronavirus the best thing for customers? Our research shows that the most pressing concern on the minds of US consumers is proximity. Of those who stated that they wished they had more information (50% of our sample), more than half were interested in the spread of the virus. US respondents want to know how to avoid COVID-19.
Bold360
MARCH 12, 2020
CXNext 2020 on May 12 is a 100% virtual event, and it’s FREE. Register here. Virtual events are growing in popularity, not only because of the many inconveniences associated with traveling to live events (lost time in transit, large carbon footprints associated with jet fuel and auto emissions, monetary costs and the growing concerns with Covid-19 ) but also because virtual events offer unique benefits and added perks that live events simply can’t match.
Kustomer
MARCH 12, 2020
In this episode of Customer Service Secrets , Gabe Larsen is joined by Matt Dixon to discuss creating an effortless experience for customers. Matt worked for a profit think tank and currently works at a company called Tethr, an AI platform that helps customers understand and interpret data. Matt talks about the strategies involved in delighting customers, how to train customer service reps, and what the ultimate effortless experience is.
Interactions
MARCH 12, 2020
AI is everywhere, and the use cases and new implementations are growing Almost every day in the news, you see articles about new ways that AI is being implemented to solve problems and increase productivity for businesses. There’s no question that AI is rapidly changing and improving the way we do businesses, but there is still great hesitation as business leaders question the best way to implement such a large (and complex) technology.
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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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CSM Magazine
MARCH 12, 2020
Britain is ending its long-distance love affair with foreign call centres. However, this has raised the long-standing issue of high costs in the industry. Gary Williams, Director of Sales and Consultancy at Spitch explores how onshore call centres relative costs can be addressed with technology. The biggest problem affecting call centres is constraints on budget. 80.6% of centres reported this as an issue affecting them in 2018.
C Space
MARCH 12, 2020
The Brand Move Roundup. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Chris Nurko. Chief Innovation Officer, C Space. In a fast-moving global crisis such as the current coronavirus outbreak, brands have an important role to play. Staying true to their ambition creates a perception of integrity.
MyCustomer
MARCH 12, 2020
Engagement What you need to know about anxious customers.
Confirmit
MARCH 12, 2020
It may not be a classic scenario of “one step forward, two steps back,” but it seems that for every advance and forward trend in the customer experience arena, there is a contrary counter trend moving in the opposite direction or an unintended adverse consequence. Some ebb and flow in a maturing field is inevitable, perhaps even a desirable way of working out the kinks.
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.
Optimove
MARCH 12, 2020
Are we witnessing these days the final verdict on the oldest question in marketing? Is there actually such a thing as bad publicity? If you ask the people of Corona beer, you might get a cold hard “yes.”. Of course, though, this is far from being the only impact of the coronavirus outbreak on retail, marketing, and many other fields. But before we touch this topic, I want to personally say that beyond any economic impact, this global crisis is above all a personal catastrophe for so many people.
Uniphore
MARCH 12, 2020
I believe Gartner’s progression from an optimized employee (WFO) has finally matured to the engaged employee (WEM). It's time to accept that automation can support traditional coaching methods. Read More.
Prophet
MARCH 12, 2020
Experience is the battleground where brands are competing today. Long gone are the days of one way, hard-sell advertising. We are in the age of living brands where they have to pivot, adjust and respond dynamically with consumers across channels and dimensions while staying consistently true to their DNA. Brands win today by creating multi-dimensional […].
CSM Magazine
MARCH 12, 2020
Whether you are looking to be discovered or seeking new talents for your company, LinkedIn can help. It is much more effective than other social media platforms as can be seen in this new data published by Hubspot which found LinkedIn to be 277% more effective than Twitter and Facebook. Stand out among other professionals in your pursuit to land your dream job or connect with potential partners, investors, or customers by creating a LinkedIn profile that highlights you as a competent professiona
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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.
inmoment
MARCH 12, 2020
Surveys are at an interesting crossroads in the modern experience landscape. On one hand, brands have traditionally relied on written questions to solicit feedback and suggestions from customers. However, as technology and social media continue to evolve, the idea of a long survey that’s packed with nothing but questions seems a bit antiquated. Some might even call that type of survey a sore thumb amid all the visual media swarming the internet.
CSM Magazine
MARCH 12, 2020
We all know we should expect the unexpected – that’s the nature of business. But what if you had to cease operations in multiple cities and countries at the same time? What if your employees had to work from home and you had to close your contact centers indefinitely? Would you be able to bounce back to business as usual in a matter of days and protect your workforce from short and long term unexpected change?
Forrester's Customer Insights
MARCH 12, 2020
Less than 50% of consumers logged into their health insurer or healthcare provider’s website or mobile app in 2019. That figure tells a lot. Despite heavy investments in digital and the customer experience, HCOs are failing to meet customer needs and expectations. This is resulting in poor customer acquisition and retention rates. HCOs must refocus […].
Oracle
MARCH 12, 2020
Oracle Modern Business Experience, which is the overarching event for Oracle Modern Customer Experience, Modern Finance Experience, Modern HR Experience, and Modern Supply Chain Experience, will host a live keynote webcast taking place on Tuesday, March 24 th , from 8:00 am – 9:30 am PT. Registration for the webcast is open and can be accessed via the registration page.
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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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