Mon.Mar 01, 2021

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Customer Data Platform: Hype Vs. Honesty

Fox Metrics

What do you think happens when millions of customers shop daily? It creates enormous amounts of data. We get different data types like a customer’s transactional data, their behavioral data, and other related information. An average store might receive thousands of customers daily, and keeping such a massive amount of data together can create data silos – that are a huge mess.

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5 Technologies that help your Customer Service Team drive more Sales

TechSee

“Do you want to SuperSize that?” and “Do you want fries with that?” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level.

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Joseph Michelli: What’s the Purpose of Your Business?

Bill Quiseng

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

Books 148
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5 Top Customer Service Articles For the Week of March 1, 2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. (Gartner) I will share three significant ways organizations may seed the eventual downfall of their CX programs in their early days.

Article 79
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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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Don’t let your most valuable resource go

Zeisler Consulting

I’m blessed to have been recruited to work in the field of Customer Experience. I came to the practice of CX via Process Engineering (Lean Six Sigma, or LSS). Using PE to better our CX is an incredibly fulfilling use of a legacy approach to improving what we do. Years ago, before I was involved in CX, I saw how, sadly, PE was often used to ‘find efficiencies’, which usually meant looking for redundancies and people to fire.

More Trending

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COVID-19 Accelerated Your Digital Momentum — Don’t Slow Down Now

Forrester's Customer Insights

Your digital transformation initiatives may have been floundering pre-COVID, but that’s ancient history now. Like many other firms, the global pandemic likely forced you to shift almost overnight to only engaging your customers virtually, thrusting the digital teams to the forefront of your firm’s business strategy. The impact on digital strategy, priorities, and approaches has […].

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3 Ways Contact Centers Can Deliver on Digital Expectations

Think Customers

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support, comfort, and information. Fostering these digital-first experiences for customers will take innovation, people and technology will need to be optimized to handle unexpected volatility and volume surge.

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ROI and the Secure Customer Index (SCI)

Horizon CX

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the conflict that debated the company priority: Customer Satisfaction or quarterly numbers.

ROI 52
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Financial Coaching for Everyone!

eGain Blogs

Banking, Financial Services, and Insurance (BFSI) companies have long known that consumer financial wellness is their own financial wellness. After all, if consumers are better off financially, they can buy more products and services from BFSI firms. Moreover, personalized advice boosts customer loyalty and brand equity. However, providing it to consumers, staying with them and motivating them through their wellness journey, all the while complying with regulations, is neither easy nor cost-eff

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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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Change the Game in 5 Minutes: How Jamf Scaled to 20M users in 2020 While Maintaining Retention and Health Scores!

Gainsight

Welcome to our Change the Game in 5 Minutes Series. Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf , and Ben Michael, their Director of Customer Success. We wanted Sam and Ben to share their insights on driving scale and how they think about renewals. Also, is there something beyond their technology level that led to success?

2020 52
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4 Equally Important Call Center Services Questions You Have to Always Ask

Magellan Solutions

It turns out… Call centers are not telling you everything you need to know about them. And the only way to know these “secrets” they are keeping from you is to ask them directly about it. In this article, we will help you uncover four vital information about your BPO partner that you ought to check: Call Center Support Services : What You Ought to Check.

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5 Things I Learned from 200+ CS Career Coaching Conversations In 2020

Gainsight

One of the best parts of my job is my involvement in the exploding career of Customer Success. I’ve seen people enter the field, move up and thrive. I’ve noticed as Customer Success became the 6th-most-promising career in the world , according to LinkedIn. I’ve watched CCOs turn into CEOs. I’ve enjoyed the reception to CSYou from the community—everyone is energized about diversifying our companies by bringing more underrepresented groups into Customer Success.

2020 52
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5 Female CX and Technology Pioneers to Follow in 2021

Oracle

In celebration of Women’s History Month, we’re highlighting some of the top female pioneers in customer experience (CX). Female innovators in CX technology have shaped the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences adapting to today’s fast-changing landscape.

2021 81
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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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CCM Trend: 'Digital First' Customer Experience

Topdown

In 2020, the COVID-19 pandemic accelerated many companies’ digital transformation initiatives. Whether it was healthcare providers prioritizing the evolution of telehealth or insurers increasing the adoption of digital channels, the business world has seen a greater reliance on digital communications to create a unique and user-friendly customer experience.

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Stepping up your organization’s CX Maturity: 4 takeaways from our CX leader roundtable

GetFeedback

Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization.

Article 397
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How to Navigate Salesforce for Customer Success

CSM Practice

Business prospers by setting goals and striving hard to achieve targets in order to get more customers. However, as companies attract more customers, maintaining relationships with customers becomes more challenging. As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. .

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Why Manila is Preferred for Call Center Outsourcing Vendors

Magellan Solutions

Philippine companies for 2021 call center outsourcing market. The BPO industry in the country has expanded over the years. You no longer have to worry about fully giving up control of your projects. Instead, you could take advantage of outsourcing for your company. Even if the team is under the Philippine BPO company, you are the only one who manages them the way you want.

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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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3 Ways Azure Can Improve Your Customer Service Instantly

CSM Magazine

In today’s world business moves ever faster and competition has never been more fierce. Customers expect instant responses , 24/7. How can small or medium-sized businesses keep up with the pace of change as their business grows and continue to deliver a level of customer service that their market demands? Businesses are transforming the way they deliver customer service with innovative tools.

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CRM Hack: Campaign Prioritization

Optimove

Picture this. It’s your customer’s birthday, your new, long-awaited collection is about to launch, and your customer just logged in to your site after being absent for a while. Though you’ve probably got all your campaigns ready on the backburner – you might have difficulty deciding which campaign is most important and which one this specific customer should be receiving right now.

Sales 52
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What Countries are the Biggest WhatsApp Users in 2021? | Conversocial

Conversocial

Imagine a free messaging app so popular that, when the government planned to tax it, thousands of people took to the streets in protest.

2021 59
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Measure Three Types Of Customer Experience Metrics

Forrester's Customer Insights

If you are a Customer Experience (CX) leader, you need an effective CX measurement programme. Why? Because you need to determine whether your organisation is succeeding in delivering experiences that drive business results (ROI). Effective programmes answer the following questions: How good is the quality of our customers’ experiences? How can we improve the quality […].

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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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Business surveys – 16 free questionnaire templates you can download

Qualtrics

Surveys can help with a whole range of business questions and challenges, from designing a new product to checking on employee engagement. Here’s a run-down of the power of the survey and which kind to use when. What is a business survey? A business survey is a survey that’s used in business, which gives it a pretty wide definition. If you use a survey in a way that supports your business goals, it can be considered a business survey.

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Disaster Fallout in Texas a Somber Reminder of Much-Needed Grid Innovations

Uplight

Parents burning their children’s toys for warmth, icicles on ceiling fans, and people bundled up with every piece of clothing they have: the images from my home state of Texas this past week have been downright shocking. Fortunately, my own friends and family in the Lone Star State seem to have ridden through the complete Read More. The post Disaster Fallout in Texas a Somber Reminder of Much-Needed Grid Innovations appeared first on Uplight.

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Mar 01 – Customer Success Jobs

SmartKarrot

Role: VP, Customer Success- Proterra Energy Location: Greenville, SC, US Organization: Proterra Inc. As a VP of Customer Success, you will be overseeing pre-sales and post-sales service to customers. Acting as a liaison between customer and manufacturing, sales, field service, order processing, and finance to resolve status, production, delivery and billing inquires.

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How business process outsourcing can solve the challenges your business is wrestling with

NICE inContact

NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users. Businesses looking to keep up with the competition, lower costs, run their operations more efficiently, and realize greater revenues should consider NICE inContact CXone for call center outsourcing.

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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