Beyond Philosophy
AUGUST 12, 2020
We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things.
TechSee
AUGUST 12, 2020
The ongoing quest to enhance customer experience has birthed a new buzzword: multiexperience (MX). This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text. Gartner has placed MX among the top technology trends of 2020, predicting that by 2023 , more than 25% of large enterprises’ mobile apps, progressive web apps and conversational apps will be built or run through an MX development platform and th
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Ecrion
AUGUST 12, 2020
The success of your business relies on your customers. Better customer engagement helps to build a stronger relationship between your business and your customers. But did you know that employee engagement is just as important as customer engagement for creating stellar CX? No matter the industry, customer satisfaction is deeply connected to greater employee satisfaction.
Retently
AUGUST 12, 2020
Loyal and engaged employees are essential for a company’s ability to not only sell a product or service, but also to create brand ambassadors that will promote it as a great place to work. If you want to grow your business, you need happy and proactive employees that will constantly go above and beyond, provide exceptional customer experience, make informed decisions, and come up with innovative ideas for your business’ development.
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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.
Doing CX Right
AUGUST 12, 2020
Today is my milestone 25th wedding anniversary. Having come from divorced parents, it’s a big deal for me. I tell you this because there are many relationship lessons I’ve learned over the years and want to inspire you to enrich connections with your partner, friends, colleagues, and customers too. You may be wondering what does marriage have to do with business?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
AUGUST 12, 2020
1. Feature Article The Best Way to Gain a Competitive Advantage Today By John DiJulius, Chief Revolution Officer COVID-19 is not changing the future, it is accelerating it. Even before 2020, we were living in the “digital disruption era.” Our current situation is allowing too many businesses to hide behind technology even more than. Read Full Article.
Vanilla Forums
AUGUST 12, 2020
Like any marketing, engagement, or support program, Super Fan programs require operational rigor. We use the word “program” because success comes from building a structured, planned effort that takes into account the combination of strategy, daily operations, and staffing that ensure the engagement efforts yield the hoped for results. In part 1 of this 3 part series, we introduced the core concepts of a Super Fan program.
The DiJulius Group
AUGUST 12, 2020
This week, customer experience expert John DiJulius interviews the legendary Seth Godin, entrepreneur, author, speaker, leader, and visionary. Seth Godin is the author of 20 books that have been bestsellers around the world and have been translated into more than 35 languages. In 2018, Seth was inducted into the Marketing Hall of Fame. In addition.
Blueshift
AUGUST 12, 2020
Your customer database is the foundation for the work that you do. Whether you’re building marketing campaigns, testing and improving the product experience, handling customer support tickets, or running predictive analytics queries, you’re likely leveraging customer attributes, insights, and engagement history when making decisions. Given the importance of customer data, therefore, you’d think that many […].
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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
PK
AUGUST 12, 2020
When billions of people across the globe were quarantined due to COVID-19, consumers embraced subscription services of all kinds, from replenishment services and food delivery to retail boxes and skincare. […]. The post SVOD wars: What telcos can learn from Disney and Netflix appeared first on PK.
Zeisler Consulting
AUGUST 12, 2020
This post is part of a series on the four components needed for a CX organization to be successful. An introduction to the concept can be found here , and look for briefs on the moving parts (VoC, Process Engineering, and CX Culture) coming soon. Here we’ll kick it off with a discussion about aligning your CX strategy with your overall corporate strategy.
CSM Magazine
AUGUST 12, 2020
Businesses no longer have to choose between clunky email ticketing systems that work for their team and the modern, messenger-based experience customers demand. Intercom , the Conversational Relationship Platform that helps businesses drive faster growth, today launched powerful new features to bring enterprise-grade efficiency and scale to conversational support for the first time.
CX Workout - Ideas Blog
AUGUST 12, 2020
New research reveals brands need to understand the emotional impact of the COVID 19 crisis on their customers’ physical and mental health. What is the personal impact of the COVID 19 crisis on consumers’ physical and mental health? What brands have gone above and beyond consumer expectations? And, which ones have let them down? We can learn a whole lot about people when we listen to what they say.
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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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CSM Magazine
AUGUST 12, 2020
Inventory management has a pivotal role when it comes to good customer service management. A person with convenient access to data can match the right order to the right customer, meaning, they can provide customers with precise information about stock levels. A company holds inventory to deliver the selected items to its customers when they want it and through the platform, they choose to buy from.
NICE inContact
AUGUST 12, 2020
If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. SMBs and enterprises alike can overhaul their ROI with 4 approaches.
Forrester's Customer Insights
AUGUST 12, 2020
For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. In the US, we looked at […].
Blueshift
AUGUST 12, 2020
Most marketing teams today that aren’t hitting their goals — no matter how fantastic their team is or how incredible their ideas are — are failing due to tech. More specifically, most teams today are operating off of a hollow tech stack — one that operates without a core that connects and powers its platforms. […]. The post Why Hollow Tech Stacks Are Holding Marketers Back (And How They Can Break Free) appeared first on Blueshift.
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.
Feedbackly
AUGUST 12, 2020
The global pandemic, COVID-19 has subjected global activities to a lot of changes. As businesses are beginning to brace the new normal, it’s important. Source.
Oracle
AUGUST 12, 2020
The world of SEO, or Search Engine Optimization, can be intimidating yet also exciting as its constantly evolving. According to BrightEdge , 68% of online experiences begin with a search engine. With the complexity of SEO, it’s no secret that using tools can help make your SEO and keyword strategies stronger. So, what are the best tools out there to maximize SEO and keyword usage?
Bizagi
AUGUST 12, 2020
Like many things in life, getting started is often the hardest part of an automation project. But if you want to drive digital transformation in your business, you need to get moving! In AIIM’s latest report, The Ultimate Guide to Improving Your Business Processes, Process Automation and RPA, they revealed that while every organization is different, and the specifics of each journey to process automation is unique, there are several common obstacles.
Ecrion
AUGUST 12, 2020
The CCM space is undergoing a significant transition as it moves from on-premise, client-server architectures to multi-tenant cloud applications running serverless environments. Yet not all cloud solutions are created equal: as the industry quickly develops there are many different types of cloud solutions. This analysis, sponsored by Ecrion and produced by Aspire CCS, provides an overview of the state of cloud computing in CCM, highlights the most important shifts in the market, and explains
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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.
Forrester's Customer Insights
AUGUST 12, 2020
In 2019, we predicted that there will be three high profile AI related PR snafus in 2020. It’s only August and we’ve already seen plenty of examples of AI going wrong – the ACLU sued facial recognition provider Clearview for violating a well-known Illinois state biometric law in the US, the UK’s Home Office was […].
Customercount
AUGUST 12, 2020
By Bob Kobek, RRP for the ARDA Developments Magazine, reprinted with permission The Microsoft Start Button contains all your apps, settings, and files—and that makes it so very simple to access everything you need to begin employing all the tasks you need. To accomplish whatever you need to get your technology moving. The Start button […]. The post How can we press START on timeshare?
SMG CX
AUGUST 12, 2020
Now that we’ve entered phase 2 of the pandemic and most businesses have reopened their doors to in-store customers, non-essential retailers are facing a new challenge: a consistent brand experience.
NetBase
AUGUST 12, 2020
TikTok took advantage of the viral, short video market that musical.ly uncovered in a way that has competitors racing to catch up. But as TikTok continues to grow, do these competitors have much of chance? With a video-focused approach, TikTok is the app to beat. Recently, Instagram released Reels, and there’s also Triller and Byte – and they’re all coming for TikTok.
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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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