Mon.May 11, 2020

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Empathy as a Superpower: 4 Steps to getting it right

Beyond the Arc

The pandemic has transformed the age of the customer into the age of empathy. For many businesses, infusing that level of emotional connection into their communications is new territory. But it is fast becoming a business imperative as a way of engaging customers who are grappling with economic hardships and ongoing uncertainty. Communicating with empathy [.].

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4 Reasons Why Omnichannel is Now Key to Customer Support

Comm100

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’!

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3 insights your CX measurement program should help you achieve during COVID-19

iPerceptions

Unprecedented. Disruptive. Turbulent. There are countless ways to describe these times. Times that have caused us to rethink (at least temporarily) how we approach everyday tasks that we may have taken for granted before the COVID-19 pandemic.

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Social Media Reputation Management: How to Do it Right

ReviewTrackers

Social media gives customers the opportunity to voice their opinion about your business in an open space. It’s a space that exists for everyone to see — friends, family, and other consumers. That’s why businesses should manage their reputation on social media. But what exactly is it? And how exactly can it help your business? . Here is a guide to help you understand social media reputation management and why you need to incorporate it into your marketing strategy.

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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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Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner Mid-Pandemic

BlueOcean

It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty. Listen to the audio or read the article. Three months later – May, 2020.

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Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner When the World’s on Fire

BlueOcean

It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty. Three months later – May, 2020. Place: Your living room couch. Situation: With the initial frantic scramble to transition operations to work-at-home followed by months of adjustments, you’ve almost forgotten you even star

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How to Build Your Voice of the Customer Program?

Lumoa

As the business world changes at a rapid pace, companies must adapt to stay ahead of the competition. This shows the importance of a superior customer experience, as it not only drives revenue but also builds emotional connections with the brand. 83% of millennials and 85% of business buyers consider this a key factor in their purchasing decisions. In fact, more than half of customers have a strong emotional attachment to the businesses they regularly purchase from.

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3 Questions To Guide Your “New Normal” Customer Experience Strategy

Kerry Bodine

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business.

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How to Boost your Digital Customer Experience

Inbenta

What is digital customer experience? The digital customer experience is the sum of all the digital interactions between a customer and a company, and the customer’s impression of them. In the business world, the notions of ‘digital customer experience’ and just ‘customer experience’ are often confused or mixed together. Customer experience is a broad concept that covers both traditional communication channels and new digital interfaces for interacting with companies, whereas digital custom

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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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Internet Travel Solutions moves hundreds of agents to remote work with Talkdesk

Talkdesk

“Since moving to Talkdesk, we have shifted our entire workforce out of the office and into their homes, quickly and easily. Talkdesk is enabling our business, and our employees, to continue working through the coronavirus pandemic and future-proof our operations going forward,” said Thomas Levine, vice president, security and infrastructure, ITS. Internet Travel Solutions (ITS) is a leading, global travel management company that focuses on smart, fast and easy solutions, with products and servic

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‘Gig’ Customer Service Booming During COVID-19 Says Report

CSM Magazine

Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began, according to The ‘Annual Gig Customer Service’ report, released today by AI-driven gig customer service platform Limitless. The gig customer service model is already in widespread use at companies such as Microsoft, Unilever and Sage.

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The dos and don’ts of steering your team’s performance during uncertain times

Talkdesk

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. . Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now.

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7 Reasons for Failure When Adopting a Customer First Strategy

C3Centricity

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Read on for my own thoughts and perspectives on what should be a top company objective which results in proven business success. . I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today?

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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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Why Small Moments Still Matter to Your Customers, Now More Than Ever

Bold360

We’re working differently now. And it’s hard. We’re carrying a lot. Consequently, we often get caught up in the big things. We say, “Let’s focus on digital transformation or let’s talk about reinventing the workforce.” While those topics are important, they also can seem daunting or overwhelming. Better idea — let’s make little moments matter.

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Foundational Readiness: Business Continuity for the Work-From-Home Contact Center

NICE inContact

At this point in the timeline of the COVID-19 pandemic, nearly every company that operates a contact center has had to transition some, if not all, of their agents to a work from home environment. According to an informal survey on one of our recent webinars, 88 percent of our customer attendees said they had moved all their agents to a work-from-home setting.

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The Customer Experience salvage package for Covid-19

Feedbackly

The world is going through an unprecedented and rapid change due to Coronavirus (COVID-19). Businesses are being forced to take extreme measure in order. Source.

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New Normal Brings Chaotic, Imperfect Influencers to Forefront

NetBase

COVID-19 has changed everything. And it’s not just the way we live and work, but what (and often who) we value. With consumer sentiment shifting away from the outlandish lifestyles and eccentricities of celebrities, more brands and agencies are gravitating away from “covidiot” influencers and looking at TikTok. This “new normal” has brought these chaotic, imperfect influencers to the forefront.

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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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Foundational Readiness: Business Continuity for the Work-From-Home Contact Center

NICE inContact

At this point in the timeline of the COVID-19 pandemic, nearly every company that operates a contact center has had to transition some, if not all, of their agents to a work from home environment. According to an informal survey on one of our recent webinars, 88 percent of our customer attendees said they had moved all their agents to a work-from-home setting.

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Work- Life Balance While Working Remotely

Myra Golden

Work-life balance is already a challenge for most of us. And now working remotely, brings another level of challenge, as we try to set boundaries between work and life, and create routines that keep us both productive, and at peace. I’ve worked from home for nearly 20 years, and I’ve found some things that work at keeping me balanced. In this video, I’ll share with you 5 of my best practices for work/life balance in a remote environment.

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HR Leaders: It’s Time to Build Your XM Skills

Experience Matters

Over the last few years, it’s been great to see a rising number of HR professionals focusing on Employee Experience (EX) and driving more engaged, high-performing workforces. This has only enhanced my belief that EX represents a critical opportunity for the entire HR profession to increase its value. By definition, EX is the collection of experiences and interactions that employees have with their employers.

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Why Efficiency Is More Important Than Ever During the Global Pandemic

Kustomer

Even during the best of times, businesses strive to be more efficient. There are always things to improve upon, always more customers to service, always proactive outreach to do. But when circumstances shift rapidly, and businesses are asked to do more with less, finding ways to be more efficient suddenly becomes priority number one. Kustomer recently surveyed over 150 customer service professionals to better understand how they are being impacted by the pandemic, how their business is adjusting

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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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April Community Highlights

Lithium

?. These last few months might have been lacking changes in scenery for many of us, but the Atlas team has been hard at work to bring you a freshly redesigned homepage to enjoy. Please let us know what you think about the redesign, and what could be improved, as we continue investing in the improvement of the Customer Experience. ?. April marked the launch of Khoros Modern Chat !

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From Vision to Reality. How to Build a CX Program that Works.

Confirmit

Register to the webinar for your region. Australia: 21st May @ 11am AEST. Europe: 21st May @ 11am BST. North America: 21st May @ 11am EDT. Building an impactful enterprise-grade CX program is not easy. While it makes sense to start by building a solid foundation and establishing initial frameworks, it’s also critical to keep thinking longer-term.

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Not making your targets? Don’t despair!

Peter Lavers

Most companies are facing their biggest challenges of peacetime history as we navigate through the Coronavirus pandemic. Some won’t make it. Falling sales and profits? Many are keeping their heads above water, but their 2020 market and product development plans, sales targets, and profit forecasts haven’t just been shot through – they’ve been dive-bombed!

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FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

COVID-19 Accelerates Momentum For Sales Engagement B2B sellers face the most challenging selling environment of their lifetimes. Business leaders who already invested in sales digital transformation and technologies are reaping the rewards for their prescient decisions. Sales engagement (SE) solutions — originally designed to help sales development reps manage and automate multichannel touchpoints — now deliver significant productivity gains and more to entire revenue teams.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the