Experience Investigators by 360Connext
MARCH 24, 2020
It feels a little tricky to try to predict anything these days… but I’m going to ask you to try. Knowing how much uncertainty is out there, it can be tempting to throw up our hands and say our customer experience is on hold indefinitely. But of course, that’s not the case. Your customer experience happens whether you are planning it or not.
InMoment XI
MARCH 24, 2020
Little Things Make a Big Impact on CX It’s the little things that make the biggest difference in customer experience. Dave Fish, CEO of CuriosityCX, outlined a series of 3 “little” things that make a big impact on CX: 1. Words Matter The words you curate to connect with your customer can be the make. View Article.
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Uniphore
MARCH 24, 2020
Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic.
Oracle
MARCH 24, 2020
In the Experience Economy , customers are driving innovation, and digital marketers are challenged to capture a customer’s attention as soon as they can, and hold it — as there’s always another marketing message on the horizon. Thus, marketers need to stand out, but how can they? Data, making use of emerging technologies, content, and customer-centricity all play huge roles in these 6 digital marketing trends that are reshaping the customer experience in 2020.
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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.
ShepHyken
MARCH 24, 2020
Marketing and the Customer Experience. How to Craft Your Marketing and Experience for Today’s Customer. Shep Hyken interviews Mathew Sweezey. They discuss his new book, The Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media , in addition to strategies for contextualizing marketing and how it affects the customer experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Totango
MARCH 24, 2020
Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. This breakdown helps turn the sprawl of an ongoing customer relationship into a series of clearly defined stages that ensure every action you undertake is aligned with generating customer value.
Customer Enthusiast
MARCH 24, 2020
Nearly every sophisticated organization has gone to great lengths to craft a mission, vision, or purpose statement together with a set of guiding principles or values to direct its course, during good times and bad. Even so, in both my formal and informal employee polls (at all levels of the organization), most cannot recall these […]. The post When values are clear, decisions are easy appeared first on Steven Curtin.
ChurnZero
MARCH 24, 2020
4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . Hierarchy and injustice can often be seen to go hand in hand. Even the word hierarchy can instantly make people feel uncomfortable, turned-off, or even angry. People that constantly pull rank can be the killer of creativity and innovation, and make any work environment toxic.
Calabrio
MARCH 24, 2020
Last week I talked about how we at Calabrio are approaching the impact of coronavirus on our employees, as well as our employee-customer collaboration. Since then, we have seen a huge amount of engagement across our Teams channels, a reduction in the concern about working from home and rewarding online workshops with customers. Virtual meetups and coffee breaks are also going strong.
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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
delighted
MARCH 24, 2020
In challenging and uncertain times, startups and established corporations alike face painful decisions as they pivot to accommodate unexpected circumstances. Staffing requirements get evaluated, product roadmaps further prioritized, tools cut, and marketing spend trimmed. However, there is one area that absolutely should not be compromised: the customer experience.
Talkdesk
MARCH 24, 2020
In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. . A true AI-powered knowledge base benefits: Customers.
Magellan Solutions
MARCH 24, 2020
Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Think of it this way. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together. The better the service quality, the stronger the connection will become.
Currency Alliance
MARCH 24, 2020
Currency Alliance is offering fee-free exchanges of loyalty currencies, between travel and non-travel brands, for the next six months. Travel brands are suffering from Covid-19 more than most, with the grounding of aircraft, and very low occupancy for those hotels which have not yet closed. But there are things we can do to ease the financial stress of those most affected, give customers hope, and proactively manage loyalty program liability.
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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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Myra Golden
MARCH 24, 2020
My roller bag is stowed away like winter sweaters. But the work continues. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. You can expect a rise in customer frustration and significant increases in escalations to supervisors.
MyCustomer
MARCH 24, 2020
Why CX can't be a sole source of differentiation. Chris Ward. Tuesday, March 24, 2020 - 09:24. Customer experience management. Customer journey. Why customer experience can't be your sole source of competitive differentiation.
SurveySparrow
MARCH 24, 2020
There are only 4 reasons why things fail: Lack of focus, lack of accountability, lack of simplicity and lack of transparency. SurveySparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Gordon Tredgold, a business leadership expert. Today, we’ll have the opportunity to pick Gordon’s brain about why projects fail and what we can do to give our projects a better chance at success.
COPC
MARCH 24, 2020
WINTER PARK, Fla. — (March 24, 2020) — COPC Inc. , a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. In light of current events surrounding COVID-19, many in the business community are taking drastic measures to ensure continuity and quality of services in the face of unprecedented restrictions.
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.
Strikedeck
MARCH 24, 2020
Vincent Manlapaz, in an interview with Jeanne Hopkins, talks about why it is necessary to build a brand experience based on the individual needs and why CSMs must enable the right outcomes to the different persona they're working with.
Bizagi
MARCH 24, 2020
Robotic Process Automation (RPA) is increasingly being used by businesses to carry out basic, repetitive tasks that would ordinarily be carried out by humans, such as form-filling and calculations. With its promising ability to increase operational efficiencies, many organizations are already using the automation technology. According to a survey of 450 companies by consulting firm Protiviti, all of which use and profess to be at least “knowledgeable” about RPA, all said they plan to expand thei
FiveStars
MARCH 24, 2020
Around the country, small businesses are faced with the incredibly challenging decision of whether or not to remain open. Fivestars data shows a 70% decrease in foot traffic across our network of 14,000 businesses, as many U.S. states have begun mandating that “non-essential” businesses stay closed. As small business owners reconsider their business models during […].
Myra Golden
MARCH 24, 2020
Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Step into this course and learn how to create positive conversations with challenging customers. .
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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 24, 2020
The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. The sudden influx of physical distancing, the (hopefully temporary) shuttering of businesses, and general unease about the virus have all reshaped how customers interact with brands virtually overnight.
C Space
MARCH 24, 2020
The Brand Move Roundup – March 24, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Chris Nurko. Chief Innovation Officer, C Space. We started this series of brand updates just over a week ago, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
Qualtrics
MARCH 24, 2020
The dreaded f-word – feedback. Why does it carry such a negative connotation? When it comes to your product or service , it’s seen as a make or break moment. But the truth is, even if the feedback is negative, it can still be a win. There is something to be gained from each review, whether it be niche consumer insight or product-changing action items.
Forrester's Customer Insights
MARCH 24, 2020
Last week I published, “Mind The Cloud Skills Gap.” I didn’t end that declaration with an exclamation mark but really that’s what I feel—excitement! Why? 1. It’s my first Forrester report 2. The report covers a topic that many clients are asking about – What do we do when we want to build a cloud […].
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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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