Thu.Aug 27, 2020

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Focalism: The Reason You Sometimes Make The Wrong Decision

Beyond Philosophy

Many decisions that we make in life are subjective, without a “right answer.” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible. However, when you don’t provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions.

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Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

BlueOcean

The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new partner amidst the uncertainty of the pandemic can be overwhelming.

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Personal Narratives Bring Retailers Closer to Consumers

NetBase

Retailers are always on the lookout for a way to connect with consumers, and what better way than capturing their exact verbatims about your brand? Our “personal narrative” theme makes short work on this challenging goal, offering companies amazing insight into the loves (and hates) of consumers. Let’s see how that looks! In this article we will cover vital information on: Why brands’ searching isn’t always enough and how filters can help pull specific information you’re lookin

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Score 100 for CX in The 90% Economy webinar

inQuba

The Economist coined the term ‘The 90% Economy’ as a new normal: large chunks of everyday life are missing, customers have moved from using digital to being digital, and what they value and their power to switch have shifted overnight. With GDP slashed, The 90% Economy is a world where building brand trust, digital engagement, and building customer rapport move to center stage in order to optimize customer retention and value.

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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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Five Reasons To Be Open-minded About Using an Open Platform in Your Contact Center

NICE inContact

In this digital era, people are used to instant access to anything, at any time, on any device. It’s no wonder that when consumers contact your business—whether it’s to make a purchase or report an issue—they expect that same instant experience. And bearing the brunt of these ever-increasing customer demands are contact centers. You need a platform that not only handles voice and digital channels, but also gives your agents and supervisors the tools they need to be efficient and effective.

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You NEED To – Tip #13

Steve DiGioia

Respect, decency, and courtesy are foundational measures of society. A heavy-handed approach without caring for the feelings of another is a sure way to lose a friend. And it’s even worse when done to a customer. Have you ever had a salesperson or customer service rep tell you something in a way that came across as rude or uncaring? I bet you did and didn’t realize it.

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Are your Customers the goal…Or just part of the machine?

Zeisler Consulting

We sometimes have an officious way of dealing with our Customers, almost as though they’re the problem that we have to deal with. As Customers ourselves, we witness this all the time, and surely as CX professionals and leaders we’re also more aware of it when we see it. It’s interesting, then, that it ever happens in the first place, considering the positions we hold and the authority we wield.

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How Two Customer Support Teams Tackled Remote Work During a Global Pandemic

Bold360

The early days of COVID-19 were a make or break moment for so many service and support teams. The virus drove a radical shift towards digital channels and remote work that impacted both service employees and their customers. For support teams that hadn’t invested in self-service and digital tools like chatbots , the pandemic brought unmanageable surges in call volume that led to long wait times and rampant customer dissatisfaction, as well as burned-out agents.

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How to improve CX in the new normal

Interactions

The new normal isn’t so normal. It’s no question that the pandemic has changed consumer behavior forever. And as the new way of doing things continues to evolve, businesses will attempt to keep pace with consumer preferences by offering new ways of doing business. Even in the past few months, we have seen an exponential increase in digital transformation initiatives, which can only be predicted to increase further as more time passes.

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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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Ask these 10 questions when deciding where the function of CX should report in an organization.

Innovative CX

I hesitated to write this article because if there’s one, there must be a hundred opinions on where the customer experience function should align in an organization. In my experience, I’ve heard and seen it report to any one of these C-suite positions in an organization: CEO CMO COO CFO CCO CXO CPO CTO/CIO And if it’s not reporting to one of the C-suite positions, it reports to someone who reports to one of these C-suite positions.

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How to Craft Deliverable Brand Promises

inmoment

Delivering promises is one of the most important things a brand must do for its customers. Keeping commitments is much easier said than done, but customer loyalty lives and dies by companies’ ability to follow through. Succeed, and the brand generates loyalty and retention. Fail, and the organization ends up burning bridges—potentially permanently. So, how can brands avoid breaking promises?

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4 Careers for People With Good Customer Service Skills

CSM Magazine

We all have different things that we are good at. If you are a people person and are great at communicating and helping other people you should consider a career in customer service. When most people think of customer service jobs, they think of people who work in a call centre who listen to other people complain all day. And while that type of job may work for some people, thankfully, there are other jobs out there where people with good customer service skills can really shine. 1.

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Meet the 2020 Markie Awards Finalists and Winners

Oracle

On August 4, 2020 the finalists and winners of Oracle’s 2020 Markie Awards were virtually announced by Rob Tarkoff, EVP and GM, Oracle CX and Data Cloud. According to Tarkoff, “The Markie Awards were created in 2007 to celebrate achievements in digital marketing.” The awards consist of 16 categories honoring customer experience excellence across marketing, sales, service, and commerce.

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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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CCW Customer Experience Trends, Challenges & Innovations

Happy or Not

What’s the latest on what customers are expecting? That is the focus of CCW’s Customer Experience Trends, Challenges & Innovations virtual conference this September. CCW Digital’s conferences bring […]. The post CCW Customer Experience Trends, Challenges & Innovations appeared first on HappyOrNot.

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Significant Updates to Atlas

Lithium

?. We have been hard at work transforming Atlas into a leading platform for customer engagement and success. The team is excited to roll out a few significant updates to Atlas, including upcoming changes to the Community forums, homepage search options, renaming tags to keywords, and some upgrades on the way. Upcoming Changes to the Community Forums.

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Pink Goldfish, Differentiators & CX

Confirmit

Register to the webinar for your region. Australia: 22nd September @ 11am AEST. Europe: 22nd September @ 11am BST. North America: 22nd September @ 11am EDT. Companies need to stand out in a crowded marketplace, but true differentiation is increasingly rare. And with the broad adoption of Customer Experience (CX) programs today, perhaps a cookie-cutter CX program is not the differentiator you need.

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How healthcare providers can manage the patient experience and employee experience through COVID-19 + beyond

SMG CX

Following the initial limited-services phase of the pandemic, healthcare providers and patients are still settling into a new normal.

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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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The Canada Customer Experience Index, 2020 Results Are Now Live!

Forrester's Customer Insights

Forrester’s Canada Customer Experience Index 2020 reveals the scores of 147 brands across 12 industries. This year is especially exciting for two reasons: 1. We added the utilities industry. 2. The CX Index survey was still in the field during the beginning of the COVID-19 pandemic, providing us a unique opportunity to examine how customers’ perceptions changed.

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How to Redesign for Justice

dscout People Nerds

If systems of injustice and inequality can be designed, that means they can be redesigned too. Antionette Carroll, founder of the Creative Reaction Lab, teaches us about redesigning for real, community-led change.

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How Arris Saved $1M by Fixing Bugs Before Release

Centercode

Even the most robust and well-resourced QA labs have limits. There’s simply no way to keep up with the growing combinations of technology devices your customers are using in their lives. But products that operate seamlessly in any and every technical environment are exactly what your customers are expecting. The testing team at Arris , a world-leading telecom company, had always relied on extensive internal testing as the main requirement for launching their modem and router products.

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How Marketing and Customer Success Can Collaborate to Drive Business Growth

SmartKarrot

If you read our blogs regularly, you know we often discuss collaboration between different departments. We have mentioned many times that customer success (CS) should not be siloed. Below we examine the potential benefits of collaboration between your marketing and customer success teams. So, how can these two teams work together to drive business growth?

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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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Uplight Partners with Enel X to Launch EV Charging Pilot Program

Uplight

Once you purchase an electric vehicle, or EV, you’ll need to charge it. And knowing when to charge it can be complicated. When can you get the best rate? And how can you use the least amount of fossil fuels while charging it? Partnering with Enel X, Uplight worked with utilities to help New York Read More. The post Uplight Partners with Enel X to Launch EV Charging Pilot Program appeared first on Uplight.

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Aug 27 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Raleigh or San Francisco Organization: UserVoice This role will work alongside the Director of Customer Success to develop strategies for the assigned book of accounts, onboarding new customers with a focus on establishing a time to first value rapidly. Identify trends in adoption and utilization across the customer base and provide guidance to help customers maximize value.

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Show, know and grow: Your three CX priorities for the COVID-19 era

MyCustomer

9th Sep 2020 Things got really strange really fast, didn’t they? I’m sure that like me, most of you are still processing what all this means – and how.Show, know & grow: 3 CX priorities during COVID-19. By Michael Hinshaw Managing Director.

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Prove the Value of Your UX Research Insights with a Benchmarking Study

dscout People Nerds

Benchmarking studies let you know how (and if) your insights are improving user experience. Here’s how to conduct one.

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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