ShepHyken
MARCH 6, 2020
This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows.
Totango
MARCH 6, 2020
Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. Today’s on-demand, subscription-dominated marketplace requires that enterprises pay closer attention to what their customers want from their products—and there’s no clearer indication than their own words.
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ChurnZero
MARCH 6, 2020
Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. Afterall, an “obsessive compulsive focus on the customer” is the number-one thing Amazon’s Jeff Bezos attributes to the company’s monstrous success and near trillion-dollar valuation. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.
ProProfs Chat
MARCH 6, 2020
Bill Gates, the wealthiest business tycoon, said, “ Your most unhappy customers are your biggest source of learning ”. Bill might be running one of the biggest companies that the world has ever seen; however, he too has to deal with unsatisfied and complaining customers. . According to a study conducted by Walker , customer experience will become the key brand differentiator in the coming years.
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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.
Oracle
MARCH 6, 2020
The chatbot age is here. According to Gartner , the average person will have more conversations with bots than their spouse by 2020. What’s more, Gartner also found that the top three emerging technologies expected to have the biggest impact on CX projects in the next three years include artificial intelligence (53%), virtual customer assistants and chatbots (39%), and omnichannel engagement solutions (37%).
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Inbenta
MARCH 6, 2020
For more than 15 years, Inbenta has been supporting companies worldwide in the creation of virtual assistants. We have seen the trends and uses evolve and while user expectations in terms of interactions and conversation have changed significantly, performance metrics have remained quite constant. They remain your main source of analysis to evaluate the impact of an AI chatbot on your company’s results.
Team Support
MARCH 6, 2020
As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating experience. So many companies do self-service poorly that this type of response can feel like the agent is brushing the customer aside to focus on another issue. However, a great self-service experience can change this feeling of being ignored to one of feeling satisfied and empowered.
NICE inContact
MARCH 6, 2020
In this video, the next in our series on Transforming Customer Experiences, Lauren Comer, Sr. Product Marketing Manager, discusses how you can leverage workforce optimization software to hire, train and engage contact center agents more effectively.
Customers That Stick
MARCH 6, 2020
Yes, you should absolutely send a cover letter. Why? Because today, so many other people aren’t. It makes you stand out. It shows you’re professional. It shows you’re willing to go the extra mile. That’s what customer service is about, being willing to go the extra mile for customers. If somebody is not willing to do that for their own career, a hiring manager is going to assume that they are not going to do it for customers.
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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
Experience Matters
MARCH 6, 2020
The XM Institute has published new research that examines the current state of employee experience (EX) management programs and the mindsets, skills, and actions required for employee experience (EX) excellence. You can download both of these reports for free: The State of EX Management Programs, 2020. This research – based on a survey of HR leaders at 250 large U.S. firms – looks at the current state of employee experience (EX) management programs and future plans for EX.
Kitewheel
MARCH 6, 2020
Every year, Kitewheel reflects on how our clients and the customer journey industry have changed. We call this analysis of customer journey data our State of the Customer Journey report. To build The State of the Customer Journey 2020 report, we analyzed and compared all the interactions orchestrated on our hub in 2019 and contrasted them with previous years to understand how the journey has evolved.
Interactions
MARCH 6, 2020
This blog is written courtesy of Interactions R&D team. Annotating data is hard work. Depending on the speech and natural language technology you’re developing, few innovative projects can be done with the same type of data — or even the same annotation scheme. In order to develop a high performing system, both the R&D team and the media annotators need to be adaptable.
Strativity
MARCH 6, 2020
Throughout Strativity’s 17+ years, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. With this fifth post in our ‘CX Consulting 101’ series, we look at how to accelerate organizational transformation, broaden your reach, nurture engagement, and inspire your people.
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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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Cyara
MARCH 6, 2020
A quick Google search for where the best US March vacation spots are will return a result of Florida, which is probably why the organizers of the upcoming enterprise communications and collaboration event – Enterprise CONNECT 2020 – chose the warm, sunny, and absolutely beautiful location of Orlando to host this must-attend conference! (Not going to lie, it’s also one of the reasons the Cyara team is already packed for this event).
CSM Magazine
MARCH 6, 2020
If you asked 100 Customer Service Representatives to identify their least favorite aspect of their job, 98 would probably say it is dealing with angry customers. Once a customer has reached the boiling point of frustration and annoyance, it can be very difficult – and trying – to bring your company back into that customer’s favor once again. However, the task is not impossible, and with these 10 tips, you can successfully transform an angry customer into a loyal client once again. 1.
NetBase
MARCH 6, 2020
Our highly anticipated World Tour continued in Amsterdam and Washington D.C. on 3/3; Berlin on 3/4; and in London and Denver on 3/5! As usual, our speaker line-up was exceptional, with topics spanning a range of consumer and market intelligence trends. Industry leaders seeking to drive immediate impact to their businesses swear by them after all.
CSM Magazine
MARCH 6, 2020
Have your say – The Annual State of Customer Service is back! Each year this industry defining report provides key insights on the latest service, support and CX benchmarks and trends. The basis for the report is a short survey which is completed anonymously by over 1000 customer service professionals. Contribute by completing the survey and you will receive both the completed report and last year’s copy!
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.
Forrester's Customer Insights
MARCH 6, 2020
The spread of the coronavirus (COVID-19) is impacting everything from global stock market vacillations and travel to retail traffic and buying patterns. To help retailers manage, we’ve rounded up some of the best advice we are hearing about the retail customer experience and managing business operations. Specifically, savvy retailers and brands will: Create a reassuring […].
ppt solutions
MARCH 6, 2020
Appoints Rob Hornbuckle as Vice President of Cloud Solution Services TULSA, OKLAHOMA, March 5, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the appointment of Rob Hornbuckle as Vice President of Cloud Solution Services. The post PPT Solutions Strengthens Executive Leadership Team appeared first on PPT Solutions.
inSided
MARCH 6, 2020
You might have heard that we recently updated our inSpired community?! If you haven’t seen it already, check it out here. We hope you like the new look! ??. Nice, right? Along with the new styling, we’ve also added a whole host of new community homepage customization capabilities—making it easier than ever before to change your homepage, in real time, with no development resources required.
Brandwatch CX
MARCH 6, 2020
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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.
ShepHyken
MARCH 6, 2020
This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows.
Talkdesk
MARCH 6, 2020
Elisa Videra is a global service provider of large visual communications solutions with teams spread across Finland, Sweden, Norway, the United Kingdom, Spain, Italy, Russia, Hong Kong and Singapore. It has consulted, planned and operated visual communication implementations in 14,000 installations worldwide in over 90 countries. Providing support to 150 customers, 24 hours a day, 365 days of the year, in different languages, Elisa Videra needed a reliable and available solution that would be a
Bizagi
MARCH 6, 2020
“The enterprise resource planning era is over,” declares Duncan Jones, VP and Principal Analyst at Forrester. “The ERP model of a single integrated suite to handle every process for every division within the enterprise did not work.”. This is a bold claim. And indeed, organizations are struggling to bring data out the silos in which it resides. They are realizing that the rigidity of their traditional ERP systems is not going to support their digital transformation efforts.
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