CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

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Beyond Philosophy

MARCH 16, 2020

You all want growth, don’t know what to prioritize to get it, and aren’t nearly worried enough about the disruption AI will have on your industry. At least, that’s what our research late last year told us. This episode of The Intuitive Customer reveals the trends we identified in our research late last year. While some of it was what we expected to hear, a few trends left us gobsmacked.

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CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

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FiveStars

MARCH 16, 2020

We’re not going to sugar coat it: local businesses across the country are seeing their sales decline because of the coronavirus. As a business owner, the uncertainty of the long term effects on your bottom line can feel scary and overwhelming. Here’s what we are confident about: local businesses are resilient fighters, and even in […]. The post Your Customers Want to Support You During the Coronavirus Outbreak – Let Them Know How with These 8 Email/Text Ideas appeared first on Fivestars I

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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.

Customers

Experience Matters

MARCH 16, 2020

During this "XM Fireside Chat," Bruce Temkin & Aimee Lucas discuss the leadership required to drive successful Experience Management (XM) programs. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas appeared first on Experience Matters.

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Bold360

MARCH 16, 2020

COVID-19, the disease caused by the novel coronavirus, has disrupted the way we live our lives. As we are seeing in Italy and now Spain, it is causing entire countries to lockdown and dramatically upend daily life. Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. All of these factors are presenting a near-existential crisis to companies worldwide.

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ReviewTrackers

MARCH 16, 2020

According to a study by Dimensional Research, 90 percent of the customers say that online reviews influence their buying decisions. To get ahead of the competition, your business needs to have a substantial number of positive reviews. How do you get them? Ask for them! It’s as simple as that. Add a note “Leave us a review!” with icons for Google and Facebook at the bottom of your customers’ order confirmation.

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Oracle

MARCH 16, 2020

66% of organizations use at least one emerging technology, including AI, VR, AR, and IoT, according to a recent survey. The same survey reports that those that use these technologies are noticing improved customer experience performance and higher customer satisfaction. But what do these technologies look like in real life? And what retail innovations can we expect to see today as a result?

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C Space

MARCH 16, 2020

Four Principles for engaging your customers, when you can’t meet them face to face. Making work work. Tweet. Kathryn Blanshard. Managing Director, London. We’ve pulled together some tips for our teams who are transforming their face-to-face sessions into remote experiences. We’re sharing them with you now in case they provide some inspiration or make your session a little more successful: Focus on building relationships: Allow space, time and permission for people to open up.

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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

Retail

ShepHyken

MARCH 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. (ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales.

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Article 2020 Customer Service Competitive Advantage 62

C Space

MARCH 16, 2020

Five Principles for engaging your customers, when you can’t meet them face to face. Making work work. Tweet. Kathryn Blanshard. Managing Director, London. We’ve pulled together some tips for our teams who are transforming their face-to-face sessions into remote experiences. We’re sharing them with you now in case they provide some inspiration or make your session a little more successful: Focus on building relationships: Allow space, time and permission for people to open up.

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Workshop Customer Centricity Presentation Events 52

Integrity Solutions

MARCH 16, 2020

In worrying times, we most need leaders to build confidence and a coach to connect with us personally with encouragement about moving forward. By Mike Esterday. It’s a safe bet that you’re reading this as you juggle any number of concerns about the coronavirus crisis along with its economic and personal implications. Perhaps you’re working from home as so many of us are doing to prevent the virus from spreading.

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NetBase

MARCH 16, 2020

There are so many reasons for every brand to be actively participating – or at the very least, listening – on Instagram. And our 2020 Complete Guide to Instagram Listening Strategy shares everything brands need to succeed on the wildly popular platform! Instagram Strategy for Every Brand. When it comes to social media, there are several channels vying for top billing right now—and each has its appeal.

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2020 Download Sports Social Media 56

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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,

Measurement

Confirmit

MARCH 16, 2020

Now in its 15 th year, the Confirmit ACE Awards are open to clients to recognize their commitment to listening to the Voice of the Customer , and also their achievements in Employee Experience. If your organization’s EX is evolving, the Employee Experience category is for you! We acknowledge the importance of collecting your employees’ feedback and proving the ROI of what you’re doing.

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Employee Experience 2020 ROI Customer Voice 52

Lithium

MARCH 16, 2020

Due to the COVID-19 pandemic, we understand that for many, this may be a stressful, uncertain time both professionally and personally. We’re taking this seriously and you can read more about how Khoros is handling COVID-19 in 's latest blog. We also created the new Group Hub, Tools for Crisis Management , that customers and partners can join. This group was created to share content, best practices, and collaborate on ways to handle digital customer engagement during crises like the COVID-19 Coro

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CSM Magazine

MARCH 16, 2020

NICE has announced CXone@home, a limited time offering to support organizations in their challenging time, as they respond to COVID-19. CXone@home cloud native offering is designed to enable contact centers to transition their workforce to work-from-home in 48 hours or less. CXone@home is also available to organizations with on-premises infrastructure that still do not use CXone and enables expediting their response to COVID-19.

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Forrester's Customer Insights

MARCH 16, 2020

Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic.

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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.

Customer Insights

MyCustomer

MARCH 16, 2020

Engagement 5 ways CX leaders must respond to COVID-19.

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Customer Experience Engagement Customers 52

Qualtrics

MARCH 16, 2020

During times of uncertainty, citizens look to their government for leadership. The evolving situation surrounding COVID-19 is causing governments and departments to shift their focus and (sometimes limited) resources toward combating the spread of this global virus. Now more than ever, officials need to empathize with their communities, provide timely information, communicate strategically, and stay connected and engaged with their citizens and employees.

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Optimove

MARCH 16, 2020

Dear Optimove customers, As the world becomes more reliant on digital connections, we at Optimove recognize how heavily you rely on our products and services to manage your customer communications. We also deeply understand how especially crucial this is during challenging and confusing times such as these of the coronavirus outbreak. As COVID-19 continues to spread across the globe, the health and safety of our employees and customers is our primary concern.

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Government Social Media Travel Leadership 40

MyCustomer

MARCH 16, 2020

Engagement Why customer pain is the best way to improve CX.

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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.

Information

Forrester's Customer Insights

MARCH 16, 2020

Pandemics Forces Agencies To Rethink Employee Experience A slew of industry event cancellations and delays — like the live network upfronts, Advertising Week Europe, or Cannes Lions International Festival of Creativity – is forcing marketers and their agencies to rethink how to best work during a pandemic. With most agency holding companies deferring travel and enacting work from home policies, […].

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Cyara

MARCH 16, 2020

Right now, there are so many great examples of fantastic, humanitarian efforts getting organized to counter-act the social and economic effects of COVID-19, like free educational services, temporary halts on things like evictions and utilities shut-offs due to late payments, and lightning-fast set ups of food and supply shelters. There’s a lot to be proud of!

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QuestionPro Audience

MARCH 16, 2020

The coronavirus (COVID-19 virus) has taken the world by storm, originating in China and spreading rapidly across continents. China alerted the WHO on the 31st of December 2019 about an unknown virus causing unusual pneumonia among the residents of Wuhan, a port city in the central Hubei province. . Coronavirus in the USA. The first case of coronavirus in the US was detected on February 21st, 2020, and within three weeks, that number crossed the 1300 mark.

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SurveySparrow

MARCH 16, 2020

These are difficult times. . The COVID-19 outbreak has gripped the globe. . A string of companies, even the who’s who of the business world like Twitter, Google, Microsoft, Apple, are adopting work from home. They’re asking their employees to stay at home, safe & sound, to curb the spread of the virus. . In the wake of this predicament, SurveySparrow has shifted to the virtual model of working as well.

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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.

Customer Engagement