Tue.Jan 26, 2021

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Customer Research: Overlooked & Underutilized Ways to Understand Customers

Experience Investigators by 360Connext

What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale.

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Customer service trends for 2021: Top analyst predictions

TechSee

The times they are a-changin’ World-wide changes have upended the best-laid plans and expert forecasts. Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. Service leaders are facing the implications of the pandemic in a triple whammy of a changing employee work environment, evolving customer expectations, and the economic/operational impact of the coronavirus pandem

2021 124
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How Carrefour uses VoC to continuously improve the customer experience

GetFeedback

How Carrefour relies on Voice of the Customer to continuously improve CX and strengthen its customer-centricity.

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Amazing Business Radio: Eric Williamson

ShepHyken

The Reality of Offensive Customer Behavior. How to Protect Employees While Preserving the Customer Experience. Shep Hyken interviews Eric Williamson, Chief Marketing Officer of CallMiner. They discuss offensive customer behavior and how companies can help support their agents. Top Takeaways: Certain insights from AI and data can be brought down to the call center to help agents improve the customer experience in real time.

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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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Proactive Churn Prevention Promotes Customer Retention

Totango

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention?

More Trending

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The Accelerated Need for Digital Transformation in 2021

Upstream Works

2020 brought a lot of changes to organizations and contact centers all over the world. It has forced businesses to rethink their processes, strategies, and goals. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. As we look to the future, contact centers need new plans and strategies for continuing to accommodate the changes brought on by the global pandemic while looking ahead to its long-term impa

2021 78
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Do You Collaborate or Dominate Team Meetings?

One Millimeter Mindset

What role do you take during meetings? Will you be the first person to collaborate? Or do you tend to dominate team meetings? More importantly, how do your instincts and actions enhance or impede not only the rest of your team’s mindset? But also their subsequent actions as well as project outcomes. Does your team think it is time for an intervention, together?

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10 Digital Support Solutions to Transform Your Customer Journey

Vanilla Forums

There are many different types of customer support solutions that can help transform your digital customer journey. Studies show that when it comes to support solutions, your customers demand a variety of options to receive their support -- one solution just isn't going to cut it. So what solutions are out there, and which ones are the best for your business model?

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How Does the CS Organization Measure Its Predictability in Success?

Strikedeck

Vincent Manlapaz, in an interview with Jey Govindan talks about why Customer Success should be an integral part of any company’s strategy. Without CS being part of a company's growth and expansion mindset, (mutual) success is unlikely to be achieved. The post How Does the CS Organization Measure Its Predictability in Success? first appeared on Strikedeck | Customer Success Platform.

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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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How to prove CX programme ROI without treating customers as walking wallets

MyCustomer

Engagement How to prove CX ROI without mentioning money.

ROI 129
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Five Ways to Prepare for an Unpredictable Future in Your Call Center

NICE inContact

Life in the contact center can feel like a collective emotional journey, and that was never more true than in 2020. You and your customers rode the waves of the uncertainty that defined the year. There was disruption like never before. Contact centers had to adapt quickly to serve customers who were anxious and seeking help. Contact center traffic was also inconsistent and unpredictable.

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Part 3: B2B Customer Support Transformation Imperatives

Team Support

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.

B2B 64
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Innovation is a team sport – with Janice Francisco

ThriveableBiz

Do you work within a team? It can be either frustrating, trying to balance different personalities OR a fun creative adventure. In this great interview with Janice Francisco from BridgePoint Effect , she shares her insights on how to bring different personalities together. To improve your meetings for better results. If you want to make them more productive, creative and stimulating, then the full interview is a must-listen.

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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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Does eCommerce need a Physical Store and Vice Versa?

Magellan Solutions

Impromptu Closure of Physical Stores. Covid 19 has taken a toll on all businesses as the globe spiraled into lockdown. Because of this, bankruptcies and closures caused a lot of retail declines. . In the first half of 2020, BDO USA reported that at least over 20 big retailers have filed for bankruptcy protection until August. Also reported is that bankrupt retailers have closed almost 6,000 stores just before 2021.

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Master Net Promoter Score (NPS) in one month

GetFeedback

Become an NPS expert with our comprehensive 4-week email course.

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How to organize customer service content using knowledge base?

Knowmax

How to organize customer service content using knowledge base?

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Why You Should Never Buy Google Reviews to Beat the Competition

Grade.us

Reading Time: 6 minutes. Should you buy Google reviews? Unfortunately, the trend is on the rise. Almost 82% of consumers have read a fake online review in the last year. According to research , 92% of consumers in the 18 to 34-year-old bracket have seen a fake online review in the last year. If you can’t beat them, maybe you should join them? This is a terrible idea.

2019 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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Talk isn’t cheap, it’s a goldmine: Where conversational data meets AI analysis

Keatext

The post Talk isn’t cheap, it’s a goldmine: Where conversational data meets AI analysis appeared first on Keatext.

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CX job vacancy of the week: Pobl Group

MyCustomer

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 26th Jan 2021. By Neil Davey Managing editor.

2021 40
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How to reduce agent training to operational time using KM software

Knowmax

How to reduce agent training to operational time using KM software.

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So verbessert Carrefour das Kundenerlebnis kontinuierlich mit VoC

GetFeedback

Carrefour setzt mit VoC auf die Stimme des Kunden, um die Kundenerfahrung kontinuierlich zu verbessern und seine Kundenorientierung zu stärken.

Customers 150
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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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And We’re Off to the Races

Alida

ALIDA KICKS OFF 2021 BY STRENGTHENING OUR CXM & INSIGHTS PLATFORM. We are only a month into the new year, but we are firing on all cylinders. After a much-needed and well-deserved break for the holidays, the Alida team came back and hit the ground running to deliver our first product release of 2021.

2021 130
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First five steps to start selling online

Provide Support

The post First five steps to start selling online appeared first on Provide Support Blog.

Blog 95
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AI Drives The Evolution Of Technology And Data Governance

Forrester's Customer Insights

In my recent Forrester webinar I outlined how AI drives the evolution of technology and data governance, and how an increase in customer demand and regulatory activity will necessitate companies to take a closer look at their approach (Forrester clients can access the replay here). In this blog post I’d like to recap the two […].

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The Delighted iOS App: Push notifications now available

delighted

The Delighted iOS app keeps you updated on customer sentiment, no matter where you are. We’re excited to announce that now, in addition to getting a livestream of feedback to your iPhone or iPad, you’ll also receive push notifications each time new responses come in. Download the Delighted App today. Specify whether you want notifications by rating, Trends, or both.

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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.