InMoment XI
DECEMBER 17, 2019
Using Video Technology to Inspire Action User generated video is becoming a ubiquitous part of modern life. According to research, consumers spend more than 80% of their screen time on mobile devices. Each and every one of us now has access to the tools needed to capture and record our thoughts, feelings and opinions on. View Article.
Experience Investigators by 360Connext
DECEMBER 17, 2019
2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond. And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so!
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TechSee
DECEMBER 17, 2019
The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience.
ShepHyken
DECEMBER 17, 2019
The Hospitality Mentality. Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. Shep Hyken interviews Rupesh Patel. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. Top Takeaways: Don’t make the mistake of caring more about money than customer service.
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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.
UJET
DECEMBER 17, 2019
According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” Legacy customer support platforms were developed for the preferred communication channels at that time, which was traditionally voice.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Solvvy
DECEMBER 17, 2019
The rise of AI may sound like a futuristic sci-fi movie plot, but when you take a closer look at the recent technology developments and predictions, the way we work and live will soon be upended in ways not seen since the Industrial Revolution. AI brings real, tangible benefits to businesses and customers alike and has been identified by Gartner as one of the top 10 strategic trends every year since 2015.
Education Services Group
DECEMBER 17, 2019
The term ‘buyer persona’ may be everyday nomenclature for marketers and sales professionals, but in some organizations, those on the post-sales side of the business may not realize that understanding and developing buyer personas is not just for marketing and selling, but can also make a dent in your goal of improving customer experience. Although buyer personas can be used to accomplish sometimes disparate goals across multiple departments, they can and should be universally used as a technique
iPerceptions
DECEMBER 17, 2019
2019 has just flown by. With over 4 in 5 marketers expecting to compete primarily on Customer Experience (CX), this is a topic that is being discussed, analyzed, and scrutinized now more than ever.
Kustomer
DECEMBER 17, 2019
Consumer expectations are growing. In fact, 66% of consumers aged 25 to 44 believe that the customer is always right , almost 35% higher than those over 65. That means the younger generation is expecting more from the brands they choose to shop with, and companies must keep up. But how do you accomplish that? Without endless resources, delivering seamless and personalized service, on every channel, can be an intimidating challenge.
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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
Oracle
DECEMBER 17, 2019
In 2020, customer experience leaders find themselves at a performance crossroad. While endeavoring to deliver the promise of enhanced value, differentiation, and CX as a driver of sustainable growth they are besieged by CX management challenges that continue to stifle excellence. There are, however, five little things that will make a big difference in CX performance.
Andrew Mcfarland
DECEMBER 17, 2019
Our previous post covered the “bad news”, that customers don’t care about your product(s). In this “good news” post, we’ll examine a method to determine what customers care about and translate it into winning and growth. Recall the example. The.
Talkdesk
DECEMBER 17, 2019
Episode I – Are You Really Ready for Chatbots in Your Contact Center? In the last decade, bots have slowly infiltrated my daily life. I ask Alexa for measurement conversions in my kitchen. I lazily use Siri to find and open apps on my phone. And, I talk to my Tesla for navigation help when on the road. With bots becoming more mainstream, the allure of implementing them in the workplace is high.
delighted
DECEMBER 17, 2019
How do you fix something that’s not working? For many businesses, identifying a problem and going to market with its solution is often difficult. On the surface, what might appear as the problem may actually be only a symptom of a much larger, underlying issue. More often than not, many brands get caught up in fixing these symptoms by addressing the issues that are easily visible, without actually identifying and remediating the root cause.
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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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inmoment
DECEMBER 17, 2019
If I asked you to picture a survey, you’d probably think of that email you receive after buying something online or having worked your way through a call center phone tree. These transactional surveys , as they’re called, are ubiquitous in today’s customer experience landscape and are effective for learning how customers feel about short-term brand experiences.
Qualtrics
DECEMBER 17, 2019
We picked the collective mind of the resident brand experience (BX) experts at Qualtrics to find out the main trends and issues marketers and brand managers need to be aware of in 2020. From the death of likes to a focus on brand-led marketing, here’s everything you need to know. 1. A pivot to brand-led marketing. After years of focus on performance marketing, more companies realize long-term brand strength is important and will focus on it.
inmoment
DECEMBER 17, 2019
If I asked you to picture a survey, you’d probably think of that email you receive after buying something online or having worked your way through a call center phone tree. These transactional surveys , as they’re called, are ubiquitous in today’s customer experience landscape and are effective for learning how customers feel about short-term brand experiences.
Qualtrics
DECEMBER 17, 2019
The staff who meet and talk to your customers play a huge role in executing your CX strategy. So why not loop them into the planning stages too? Frontline staff deal with your customers on a day-to-day basis, which means they’re collecting customer feedback and insights almost effortlessly. Not only are customers approaching them directly with praise or concerns, they’re also able to perceive big-picture patterns, such as noticing which products attract in-store attention but rarely result in a
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.
Customers That Stick
DECEMBER 17, 2019
I consider myself truly privileged to be able to work with so many organizations and to speak to so many audiences, to share my ideas and thoughts about customer experience and customer service with people around the world. Over the years, I’ve had the honor of being recognized by a number of organizations as a customer experience thought leader, and in 2019, I was simply floored by the level of support.
Qualtrics
DECEMBER 17, 2019
We’ve all been there, sat in front of a laptop, ready to get our teeth into a project when it happens… the tech fails on us. From software updates to hardware failures, bad IT experiences can be incredibly frustrating. Our latest study in conjunction with Microsoft shows just how impactful the technology experience is on the employee experience. The study looked at the impact on employee experience from using Microsoft Managed Desktop versus other technology and devices, and how avoiding IT hic
Myra Golden
DECEMBER 17, 2019
My daughter encouraged me to get a coupon savings app for a retail store, one that has a Starbucks nestled inside. I loaded my store debit card into the app, so I could leave my wallet behind when I shop. At Starbucks within the retail store, I ordered one of the last Venti cups of Pumpkin Spice latte of the season. The Barista, eying my fingers swiping for the retail store debit card in the app, saved me some money, “I see you’re using the Cartwheel app.
Centercode
DECEMBER 17, 2019
A report from the Centercode Research Team found more evidence linking to challenges we as Customer Validation (CV) professionals already know — it takes too much time to get useful feedback.
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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.
Uniphore
DECEMBER 17, 2019
Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list. We see this in our personal lives, and in our contact centers, as we struggle with dozens or more usernames and passwords to remember. Now imagine the headaches of working in an environment that requires an agent to maintain hundreds of logins?
NetBase
DECEMBER 17, 2019
‘Tis the season for ads that pull at our heartstrings and brands are going all out to win top billing as most talked about. And online offers a study in contrasts, with one £100 mom and pop shop ad winning significant online love and rating a comparison against a major brand’s Christmas ad that came with a £7m price tag! Ad agencies, take note! Money Can’t Buy Happiness – Or Can It?
Uniphore
DECEMBER 17, 2019
Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list. We see this in our personal lives, and in our contact centers, as we struggle with dozens or more usernames and passwords to remember. Now imagine the headaches of working in an environment that requires an agent to maintain hundreds of logins?
Forrester's Customer Insights
DECEMBER 17, 2019
The Decade Cyber Went Mainstream Yes, technically, decades begin in years that end in one, but it’s easier to say the 2010s than the 2011s. Prior to 2010, cybersecurity was an insular domain. No one really cared, until something they were using didn’t work. Devices blew up due to malware or adware, and users got […].
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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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