Wed.Aug 26, 2020

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Multiexperience: Where the customer journey and employee journey converge

TechSee

We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. Companies have taken note. In fact, according to Gartner research, almost 90% of organizations now employ a Chief Experience Officer or equivalent. Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive.

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5 Steps to Delivering Exceptional Customer Service While Working from Home

Oracle

In early 2020, nearly half of US of employees found themselves in a new working environment—their homes. They set up desks, plugged in monitors, and settled in for what now feels like the long haul. And while many will go back to the office when risks abate, a Gartner survey of CFOs and finance leaders found that 74% of organizations plan to keep some of their workforce remote post-pandemic—and they’re not alone.

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How to Manage Your Google My Business Photos

ReviewTrackers

Your Google My Business photos are deciding factors when it comes to attracting customers. These images are the first impression of your business. They can attract customers or drive them away. When asked about the important elements in local search, people ranked profile images (24 percent) as the deciding factor. By adding the right photos and allowing select images from customers, you can create an attractive digital gallery that will make people want to visit your establishment.

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Market Research Uncovers First Mover Opportunities

NetBase

Identifying a new category is exciting, particularly when market research uncovers a first mover opportunity and your brand is ready to capture it. Let’s see how consumer and market intelligence reveals these instances, and a few brands that have been nimble enough to take advantage of key insight. We will be delving deeply into what market research can reveal about: Movers and shakers first to arrive in an industry and how you can have that same opportunity.

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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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Why a CRM platform is critical for digital transformation

Perceptive

Reliance on the cloud was never more prevalent in the opening weeks of April 2020. As Covid-19 took the world unprepared, forcing businesses to close their doors and rapidly adapt their models to the online world.

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What Are You Grateful For?

ShepHyken

I depart from my typical customer service articles to write something that falls into the motivational category. I was on a Zoom meeting with some of my colleagues in the speaking profession. All of these people are brilliant and hearing how they have navigated the COVID-19 pandemic has been fascinating. In our group, we have a TV celebrity, the president of a major university, one of the top futurists in the world, a digital marketing expert, a retired, high-ranking military officer and more.

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Customer Focused Business Culture

Storyminers

Customer Focused Business Culture Tips. Creating a standout customer experience is an all-hands approach. Every employee needs to understand the importance of their individual contribution when it comes to customer happiness and the overall experience. Mike Wittenstein – Managing Partner, StoryMiners. Go into the field and get the same experience your business is giving your customers.

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Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

NICE inContact

NICE inContact has been recognized as a leader in a new report from Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE inContact CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment. NICE inContact ranks top in both the current offering and strategy categories and earned the highest possible scores in 29 of the 33 criteria.

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EyeforPharma CX Report

Storyminers

What is CX? Customer experience (CX) is a marketing revolution that’s gaining ground in the pharmaceutical industry. Many industry leaders will have already heard about this concept and how it is typically associated with words such as innovation, competitive advantage, and revolution. While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company rel

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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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It’s Time For CMOs To Pay More Attention To Employees

Forrester's Customer Insights

CMOs are fully aware of the importance of customer data. The employee data tsunami is less obvious, though. Expect the lines between employee and customer experiences to blur. CMOs often own external communication, while chief human resources officers (CHROs) own internal communication. However, they share some of the same goals: to acquire, engage, develop, and […].

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Innovation interviews: Customer experience innovation in retail

PK

When the pandemic hit the US back in March, the world changed seemingly overnight. Industries that relied on in-person interaction suddenly needed to figure out how to navigate this new […]. The post Innovation interviews: Customer experience innovation in retail appeared first on PK.

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SmartHub CDP Explained: Breaking Down the Hub

Blueshift

In the first part of our SmartHub CDP series, we introduced you to the SmartHub CDP, and how it’s changing the martech landscape for the better by becoming marketers’ one-stop-shop for data unification, intelligent marketing automation, and omnichannel customer experience orchestration. We’ve also covered how the SmartHub CDP is filling out the “hollow” tech stack […].

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Customer Journey Mapping for SaaS Companies

GetFeedback

An overview of the customer journey map for SaaS companies, why it's important, and how it's executed.

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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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Understanding What Motivates Your Team

Brad Cleveland Blog

I’m going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It’s not going to happen. You can, however, help motivate the people who are a part of it.

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Back in the air: How to get travelers flying again during COVID-19

Qualtrics

Travelers are facing a crisis of confidence. Bookings are down 85% from a year ago, and after rising gradually during the summer ticket sales have stalled in the past month. But airports and flights have generally been safe with no U.S. carriers reporting safety lapses or outbreaks associated with their passengers. With this window of opportunity, here’s how airlines can instill the confidence people need to get back in the air: Offer careful boarding and deplaning experiences, vigorously enforc

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Understanding What Motivates Your Team

Brad Cleveland Blog

I’m going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It’s not going to happen. You can, however, help motivate the people who are a part of it.

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Feedback is a gift – three stories of businesses pivoting their listening strategies with Qualtrics

Qualtrics

One of the most important actions any business can take in response to challenges caused by the COVID-19 pandemic is to regularly listen to their customers and employees. Listening to people to understand how they feel about today’s uncertain environments and identify what can be done to make them feel confident and comfortable in returning is proving to be critical at every stage of the pandemic - from the introduction of lockdown measures through to the reopening of businesses today.

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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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018: The Trust Edge with David Horsager

The DiJulius Group

There are many leaders today who aren’t solving the issues in their organization – and that’s because they fail to recognize the deeper, underlying issue that sits right at the core of those – trust. Trust affects everything. And the only way to get faster results is increased trust. In today’s episode, Dave Murray, senior. Read Full Article. The post 018: The Trust Edge with David Horsager appeared first on The DiJulius Group.

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A guide to customer feedback and data types

Customercount

In this mini-series we take a look at the different types of customer feedback data available to business, the issues facing those collecting customer data and what data they should be collecting to increase profits and reduce churn. The post A guide to customer feedback and data types appeared first on CustomerCount.

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Want Greater CX Success? Build Your CX Success Statement

Experience Investigators by 360Connext

What Does CX Success Look Like in Your Organization? “Our top CX goal is to create an all-around customer experience.” Sure, this sounds nice… But when you really think about it, it doesn’t really say much, does it? Yet many leaders are given something like this to work with. When we do this, we set our leaders up for failure.

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Uplight Wins Grid Forward’s Inaugural Grid Innovator Award

Uplight

A year after Uplight was founded, we are thrilled to accept Grid Forward’s Inaugural Grid Innovator Award for our work on modernizing the grid. According to Grid Forward, “Uplight has continuously provided innovative products that bring greater efficiency, flexibility, equity and decarbonization to the energy sector.” Upon accepting the award, Justin Segall, Uplight’s Chief Strategy Read More.

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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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Calculate the ROI of your CX program

SurveySensum

Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . And if you are making an investment, you need to make sure that there is a defined and forecasted return on that investment. . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom.

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Video: Consumers Energy Connected Experience In Action

Uplight

Consumers Energy, Uplight, and Google partnered to create a connected energy experience that helps Consumers Energy’s customers save money and energy–with a goal of giving away 100,000 free thermostats. Watch the video to see how Consumers Energy did it. Want to know more? Check out the case study! The post Video: Consumers Energy Connected Experience In Action appeared first on Uplight.

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Create a Compelling CX Vision

Heart of the Customer

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Intercom vs Drift vs Kommunicate – Which is best?

kommunicate

“Any customer that walks away, disrespected and defeated, represents tens of thousands of dollars out the door, in addition to the failure of a promise the brand made in the first place. You can’t see it but it’s happening, daily”. Seth Godin Customer support is one of the key aspects of driving growth for both [.]. The post Intercom vs Drift vs Kommunicate – Which is best?

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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.