InMoment XI
NOVEMBER 26, 2019
In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on. Today, the unavoidable fact is that people make decisions and invest their loyalty based mainly on experiences, not necessarily the nuances of products or services.
Experience Investigators by 360Connext
NOVEMBER 26, 2019
Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. As you and I both know, dear reader, it’s so much more than that. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything.
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Customer Bliss
NOVEMBER 26, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
SurveySparrow
NOVEMBER 26, 2019
Here’s the blunt truth folks! None of us can remain enthusiastic and driven every day at work, no matter how passionate we are. We all have our own share of lackluster days. But work is work, and you just can’t turn your back on it. These are the times when you need some powerful source of inspiration to cut right through the mundanity. When such days are upon us, our marketing team here at SurveySparrow resorts to some of the best ‘to-the-point’ quotes that pack a punch to arouse the desire and
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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.
Talkdesk
NOVEMBER 26, 2019
Wow, what a week Talkdesk had at our VIP Lounge in Tropisueño (photos) , during Dreamforce, November 19-22, 2019! If you joined us, thank you. If not, here are some of the highlights of what you missed (so you can be sure to catch us next year). End bad customer service with Talkdesk Talkdesk’s industry-leading solutions were showcased in over 100 meetings and customized demos with our stellar sales team and subject matter experts.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InteractionMetrics
NOVEMBER 26, 2019
Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday season, let’s acknowledge that when an associate is incredibly helpful, it’s nice to be able to say “thanks!”. Consider when an associate goes the extra mile: it feels good to reciprocate with a “sure, I’d recommend” or a 5-star rating that the associate’s boss might see.
Hero Digital
NOVEMBER 26, 2019
No matter the industry, investing in digital experience can make an organization’s touchpoints more meaningful for their audiences. The term “customer experience” is growing in popularity, reflecting a huge market shift of brands committing to create memorable, meaningful experiences that build relationships with their audiences. .
inSided
NOVEMBER 26, 2019
Good communication is vital if you want to improve your company’s bottom line and grow your business. When you communicate well with customers, your chances of success in business increase exponentially. Check out this guest blog from Omnisend on the best strategies for successful B2B customer communication. B2B companies use various marketing communication tools to retain existing customers, connect with new customers, and focus on turning prospective customers into sales.
NICE inContact
NOVEMBER 26, 2019
As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It. At a high level, I believe cloud contact center applications using artificial intelligence allow companies to deliver the kind of customer experience their customers want – not one dictated by the constraints of hardware-based, inflexible applications.
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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
Qualtrics
NOVEMBER 26, 2019
Our team of EX Scientists have donned their soothsayer hats to see what’s coming around the corner in 2020. From AI to climate change, here are the opportunities and challenges that will define the next 12 months… 1. Companies will seek out the bad (not just the good). Angry Glassdoor commenters may currently be unwelcome for many business leaders, but forward-thinking EX professionals will actively seek them out.
NICE inContact
NOVEMBER 26, 2019
Valvoline, Inc. had identified a significant service issue that ran counter to the company’s brand standards, Quick. Easy. Trusted. What’s more, this issue was having widespread impact: both in the stores and on the phone, it was negatively affecting customers’ and employees’ experiences, as well as hurting performance and service standards.
CSM Magazine
NOVEMBER 26, 2019
In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service. If your organization receives virtually no complaints this is not a sign that. you are blessed with the most efficient, committed, and intelligent employee. force on the face of the earth.
Ecrion
NOVEMBER 26, 2019
Writing business documents is undoubtedly an important task. It reflects not only your understanding of the subject matter, but it also impacts your company’s wider reputation. The recipient will outright disregard a document littered with spelling errors, incorrect grammar, and similar mistakes. To make the best impression, you have to keep several things in mind.
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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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InteractionMetrics
NOVEMBER 26, 2019
Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday season, let’s acknowledge that when an associate is incredibly helpful, it’s nice to be able to say “thanks!”. Consider when an associate goes the extra mile: it feels good to reciprocate with a “sure, I’d recommend” or a 5-star rating that the associate’s boss might see.
inmoment
NOVEMBER 26, 2019
Guest experiences don’t exist in siloes. From marketing to HR and operations, your entire organization plays a role in delivering memorable customer experiences (CX) and interactions that lead to increased customer loyalty. . InMoment’s Nate Morley was joined by Savannah Harper, director of operations services at Auntie Anne’s, and Nhuy Weidinger, brand marketing manager for McAlister’s Deli, to host a webinar in partnership with FastCasual.com, “Success Starts with Your Guests: Using Guest Fee
CSM Magazine
NOVEMBER 26, 2019
The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama, it takes on an entirely different meaning—one that’s negative. Merriam-Webster’s definition for how the word is used in this context is that it is “a state, situation, or series of events involving interesting or intense conflict of forces.”.
MyCustomer
NOVEMBER 26, 2019
Voice of the Customer How SmartestEnergy puts the spark into B2B CX.
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.
ShepHyken
NOVEMBER 26, 2019
Get Thematic with Customer Feedback . How to Get the Most Out of Your Customer Feedback . Shep Hyken interviews Alyona Medelyan. They discuss how natural language processing can help companies focus on the most important problems to drive up customer satisfaction. Sound a little technical? It is, but it’s fascinating. More important, it’s relevant.
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
dscout People Nerds
NOVEMBER 26, 2019
We spoke to five leading UXRs about how they’re responding to the growing need, and shrinking delivery windows, for UX insights.
Happy or Not
NOVEMBER 26, 2019
Do you think of your employees as customers? Paying attention to a happy workplace pays dividends. In the company personnel files he is also known as “Employee #6.” […]. The post HappyOrNot CX360 Leader Insights: Part 6 appeared first on HappyOrNot.
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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.
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar. As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
NetBase
NOVEMBER 26, 2019
Not all analytics technology incorporates the very latest capabilities, but that doesn’t stop them from talking the walk. What’s really going on behind that scenes when it comes to the very latest – and amazing – artificial intelligence available to brands? We have that for you, as well as criteria that will help you sort out when AI tech is talking tough, but can’t follow through!
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar. As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
NetBase
NOVEMBER 26, 2019
Not all analytics technology incorporates the very latest capabilities, but that doesn’t stop them from talking the walk. What’s really going on behind that scenes when it comes to the very latest – and amazing – artificial intelligence available to brands? We have that for you, as well as criteria that will help you sort out when AI tech is talking tough, but can’t follow through!
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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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