Thu.Jan 23, 2020

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Why Your CX Job is Probably on the Line This Year

Beyond Philosophy

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year? They have neglected to focus on return on investment for the initiatives they have implemented. . We discussed this problem in a recent podcast.

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The Top 7 Churn Management Strategies for B2B Enterprises

Totango

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Some churn is inevitable no matter what business model you employ, but it does not just occur randomly. Think of churn like a risk that can be negotiated like any other. .

B2B 106
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501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at 501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting. Check out the video below to hear Adam’s one win that you can take away from 501 Ways to Roll Out the Red Carpet for Your Customers to improve your organization’s customer experience and customer service. About 501 Ways to Roll Out the Red Carpet for Your Customers.

Books 103
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HOW TO SET GOALS WITH EMPLOYEES (AND ACHIEVE THEM) FT. SUNNY VERMA

Michel Falcon Experience

BREAKING IT DOWN EPISODE 2 FT. Sunny Verma the CEO of TutorBright. In Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. I HAVE NOT BEEN PREPPED. What does this mean? My answers and solutions are honest, authentic and TRUE.

Culture 78
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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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Are You practicing HR Storytelling Diversity and Inclusion?

One Millimeter Mindset

Creating and implementing an HR storytelling diversity and inclusion strategy is mission-critical. Especially for employee and client retention: Today, Tomorrow and in the Future. First, because Today’s Internet of Things (IoT), Fourth Industrial Revolution workplaces are extremely complex. Next, these workplaces are a dynamic intersection of people, processes, software and hardware.

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3 Considerations When Implementing a Conversational AI Application

Interactions

This blog was written with help from Sheetal Sekhar. Conversational AI is a subset of artificial intelligence (AI) that refers to building a voice or text assistant that can engage in human-like dialogue, capture context, and provide intelligent responses. A common example of where Conversational AI is used is in personal virtual assistants such as Apple Siri, Amazon Alexa, and Google Assistant.

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Announcing the first winner of the #LoveLocal grant

FiveStars

We’re proud to announce that Hawaii-based Kalapawai Market has won the first #LoveLocal grant! They will receive $5,000 and a year of free Fivestars to help recover after a devastating burglary on Thanksgiving Day. Our company was founded with a strong belief in giving back. We recognized the importance of local businesses within their communities, […].

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Engaging Playfully with Consumers to Stand Out Online

NetBase

There’s a time and place for humor – and online provides ample opportunity to capture those moments. Brands monitoring social media with next generation AI-powered social listening are taking full advantage of all online offers by engaging playfully, and relevantly, with consumers in real-time. They’re finding that it’s not only helping them stand out online, but also proving the value of social listening to key internal stakeholders.

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Why Building a Community Is Crucial for Your Brand

LiveChat

Unless you’re in the middle of nowhere, there are probably a number of different products around you. Whether it’s a chair you’re sitting on, a computer you’re using for work, or a favorite mug sitting on your desk. What’s the first thing that jumps into your mind when you think about those items? I think about the brands behind them. It doesn’t matter if you sell a physical product, service, or software.

Brands 69
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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 Grow Your Customer Experience Career, with Rhianna Albert

Oracle

If you’re wondering how a customer experience job can evolve, check out this interview with Rhianna Albert, who grew her career from a system admin to director of consulting. Here’s how Rhianna successfully made the jump and how she grew her visibility in the industry. What do you like most about your current role and responsibilities? In my current role, I work for eVerge Group, an Oracle Platinum Partner.

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Innovation Lessons from the Miracle Mets of 1969: Part 2 of 3

InMoment XI

How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago The New York Mets of 1969 Even if you’re not a baseball fan, the magical tale of the Miracle Mets of 1969 is captivating. It’s one of those, “you’d never believe it if it didn’t actually happen” stories that. View Article.

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Tips for a Successful Small Business

Magellan Solutions

Being an entrepreneur means becoming a trailblazer. There is always the need to forge ahead to stay in the competition and make it grow, regardless of its size. This post offers useful tips for a successful small business and the necessary steps in achieving both short- and long-term goals. What is a Small Business? A privately-owned company that requires less capital and workforce that aims to serve its local community and makes an annual revenue of around $750,000-$38.5 million is a small busi

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Confirmit CX Expert Series: Donna Kempster – Computacenter

Confirmit

Computacenter is a leading independent provider of IT infrastructure services, enabling users and their business in a digital world. They advise organizations on IT strategy, implement the most appropriate technology, optimize its performance, and manage customers’ infrastructures. In this video, Donna Kempster of Computacenter provides her advice on getting started with a customer experience program.

2019 52
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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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Dismantling Data Silos for Great Customer Experiences

Blueshift

Configuring, or even understanding your customer data as a whole can feel a bit like building Ikea furniture. Nothing seems to fit together, captions are in a language you don’t speak, and somehow you ended up with extra pieces (which both terrifies and confuses you). Marketers who started their careers in a time where writing […]. The post Dismantling Data Silos for Great Customer Experiences appeared first on Blueshift.

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Confirmit CX Expert Series: Andy Dingwall - Kingfisher

Confirmit

Kingfisher plc is a home improvement company with over 1,300 stores in 10 countries across Europe, Russia and Turkey supported by a team of 77,300 colleagues. They operate under four retail brands - B&Q, Castorama, Brico Dépôt and Screwfix. They offer DIY and home improvement products and services to nearly six million customers who shop in their stores and through digital channels every week.

2019 52
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Dismantling Data Silos for Great Customer Experiences

Blueshift

Configuring, or even understanding your customer data as a whole can feel a bit like building Ikea furniture. Nothing seems to fit together, captions are in a language you don’t speak, and somehow you ended up with extra pieces (which both terrifies and confuses you). Marketers who started their careers in a time where writing […]. The post Dismantling Data Silos for Great Customer Experiences appeared first on Blueshift.

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Don’t Put All Your Eggs in One Basket.

Ann Michaels and Associates

Why not? If you carry them carefully they may not break. But one little bump in the road could ruin everything. We use this expression for multiple reasons. Perhaps your stock broker has used it as a pitch for the importance of financial diversification. Financial Diversification is explained this way. In finance, diversification is the process of allocating capital in a way that reduces the exposure to any one particular asset or risk.

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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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LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020

ClientSuccess

Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. . This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report.

2020 59
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How SMUD Crowdsourced Their Marketplace Solution

Uplight

Have you seen Smart Energy Consumer Collaborative’s latest case study on SMUD, “Engaging Customers Through a One-Stop Digital Platform”? The case study details how SMUD recognized that digitally connected families were one of their largest and fastest growing segments–a perfect fit for a marketplace product. Instead of developing a marketplace on their own, they took Read More.

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LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020

ClientSuccess

Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. . This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report.

2020 52
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CX Expert Series: Patrick Scurrah - Wyndham Destinations

Confirmit

Wyndham Destinations Asia Pacific develops, markets and sells vacation ownership interests across a network of 32 vacation ownership resorts in the Asia Pacific region, serving close to 60,000 owners. It also manages a collection of hotel and resort properties and mixed-use timeshare and hotel developments in the Asia Pacific region. Key to Wyndham’s success is its ability to deliver on its service promise to customers.

Hotels 52
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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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LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020

ClientSuccess

. Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. . This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report.

2020 52
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Why Building a Community Is Crucial for Your Brand

LiveChat

Unless you’re in the middle of nowhere, there are probably a number of different products around you. Whether it’s a chair you’re sitting on, a computer you’re using for work, or a favorite mug sitting on your desk. What’s the first thing that jumps into your mind when you think about those items? I think about the brands behind them. It doesn’t matter if you sell a physical product, service, or software.

Brands 28
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APAC Credit Cards: How Can You Create Incredible Customer Experiences?

Brandwatch CX

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Quality Standards: As many as you need, but as few as possible

Brad Cleveland Blog

Can you have too much of a good thing? Well that can certainly be true with quality standards. If you have way too many, your team will become numb to them. My recommendation is to establish as many quality standards as you need, but as few as possible.

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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