Heart of the Customer
JUNE 11, 2020
Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.” While those figures might be interesting, they don’t provide the context that is essential for prompting action. As Heart of the Customer has been conducting interviews with CX pros (more than 70 so far this year!
Beyond Philosophy
JUNE 11, 2020
We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” Sometimes we don’t mind waiting at all; sometimes we mind very much. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience.
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Playvox
JUNE 11, 2020
Customer experience is more than a trendy buzzword these days – it’s a customer service necessity.
One Millimeter Mindset
JUNE 11, 2020
Imagine yourself on the ocean, coming into port during a dark and stormy night. You chart a course toward port, using the same tools and logic system you originally learned. Doing your job the same way you have always done your job. You never think to ask yourself whether your professional confidence has grown into professional complacency. You become comfortable doing the same things, the same way you always do things.
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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.
Integrity Solutions
JUNE 11, 2020
There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. By Bob McCarthy. The financial services industry has been through its fair share of turmoil in recent years. And then along came a disruption at a scale so massive, it overtook everything else: the global economic and societal response to the coronavirus.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Eptica
JUNE 11, 2020
Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Published on: June 11, 2020. Author: Pauline Ashenden - Demand Generation Manager To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that can ensure you deliver on best practice today.
Chadwick Martin Bailey
JUNE 11, 2020
How’s this for an understatement: we are living through difficult and unprecedented times. As we confront the interconnected realities of a global pandemic, economic crisis, and a long overdue reckoning with racial injustice, we—individuals and organizations—are faced with a lot of uncertainty. Still, in our recent webinar, The Case for Optimism *, I felt inspired by my colleague Judy Melanson and Marketing & Brand Strategist Armin Molavi to lead through uncertainty with optimism.
Steve DiGioia
JUNE 11, 2020
Customer service is a 2 way street. It takes both sides of the interaction doing their part to provide a great customer experience. The “give and take of life” doesn’t stop at the service counter – it continues, always. But sometimes, as customers, we fail to do our part and fail to understand what steps we must take to make this interaction successful.
CSM Magazine
JUNE 11, 2020
NICE today announced the availability of a trial version for its next-generation Automation Studio, expediting enterprise adaption to remote business operations. Openly accessible to RPA professionals via the NICE RPA website and free of charge for a period of 6 months, the new version helps boost development skills in both attended and unattended automations.
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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
SaleMove
JUNE 11, 2020
Check out the previous installment of this series: The Times They Are a-Changing: Talent in the Contact Center Part 2: Players and Coaches In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future. With more and more interactions with customers occurring online, companies are […]. The post The Times They Are a-Changing: Talent in the Contact Center Part 3: Rise of the Machines – Meet the Virtual Agent appeared first on Glia B
CSM Magazine
JUNE 11, 2020
Today, the importance of live chat for a company that provides customer service is beyond dispute. Live chat is now one of the components of virtually any customer support toolset and used by businesses as one of the active customer communication channels. The benefits of live chat are obvious. Customers prefer it for speed, convenience, smooth user experience that live chat provides.
SaleMove
JUNE 11, 2020
In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future. With more and more interactions with customers occurring online, companies are turning to Artificial Intelligence (AI) chatbots to keep up with high online traffic. Let’s see how these bots are being implemented across industries.
Vanilla Forums
JUNE 11, 2020
You may think that creating fancy strategy documents and perfectly-designed personas is a waste of time. I’m here to tell you: you’re probably right. The truth is, the way that most organizations create community member personas is a complete waste of time. They are based on stereotypes, generalizations, or social media posts. As such, they can actually deepen community engagement problems and cause harm.
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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
JUNE 11, 2020
When you run an online business, it can be easy to neglect your customers and not offer them the best possible customer service experience. When you have a physical store, this is much easier to manage as you are meeting your customers face to face each day. Online, things are a bit different and this affects the entire experience. Many online businesses have gone on to fail due to their lack of consideration for their customers and the experience that they have online.
Optimove
JUNE 11, 2020
Knowing your customers is key to effective marketing — we all agree on that. And one of the most common ways to attract new customers and retain legacy customers is to offer discounts. Once you get to know each type of customer segment better, choosing the optimal discount amount becomes easier. But the question is, what discount to offer and how will it affect your customers’ lifetime value (LTV)?
ProProfs Chat
JUNE 11, 2020
Over the years, the world has ever-increasingly shifted towards a data-driven decision-making process. Organizations no longer make decisions only based on the fact that this would be a good market to expand into, or people might like this product, etc. All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture.
NetBase
JUNE 11, 2020
Travel will look very different in the coming months and Easyjet is taking a proactive approach to getting out ahead of these changes. They seek to accommodate even the youngest of travelers by offering comic book inspired face coverings to make wearing masks a little less intimidating. But that’s far from the whole story. Let’s take a look! It is not easy to understand what will work best for customers when faced with scenarios that are brand new.
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.
C Space
JUNE 11, 2020
Customer, Now. Nothing is changing faster than ourselves. Read more about this C Space project. What’s happening with customers right now and what should business do next? Suddenly, these two questions became a lot more complicated; the answers require us to get beyond the numbers, headlines and hyperbole in search of simple, scalable human truths. That’s why we’ve launched Customer, Now., a project to document, explore and understand lock-down, and what follows it, from the customers’ perspecti
Forrester's Customer Insights
JUNE 11, 2020
In a letter to Congress this week, IBM’s CEO announced that it will sunset its general-purpose facial recognition and analysis software products. On IBM’s heels, Amazon announced a one-year moratorium on police use of Rekognition, and Microsoft said it will not sell facial recognition technology to US police departments until there is a national law […].
C Space
JUNE 11, 2020
The Brand Move Roundup – June 11, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Fifteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.
Forrester's Customer Insights
JUNE 11, 2020
Results from the our Consumer Technographics® COVID-19 Survey show how UK consumers have adjusted their spending habits and digital behaviors during the pandemic.
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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.
Brad Cleveland Blog
JUNE 11, 2020
The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer service, we’re like pilots or stage hands. Like them, we also work in a time-driven environment. It’s not just what we do, it’s when we do it that counts so much.
C Space
JUNE 11, 2020
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Hello Customer
JUNE 11, 2020
Qualtrics
JUNE 11, 2020
Telehealth has become a primary source of healthcare for many since the outbreak of COVID-19. And it’s here to stay. So how can we deliver the best possible experiences for patients and providers? Telehealth has been around for more than a decade now. But there’s been slow adoption for many reasons. Until now. The COVID-19 crisis has propelled telehealth into the limelight, and it’s now our main source of care.
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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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