InMoment XI
NOVEMBER 22, 2017
Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field. You can expect to increase your CX prowess and learn new strategies and insights from some of the world’s most dynamic experts and customer-centric brands.
ijgolding
NOVEMBER 22, 2017
I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 AD, Chester is one of the best preserved walled cities in Great Britain. With museums, a theatre, a Roman amphitheatre, a river, a canal and mediaeval building a plenty, Chester is a not just a great place to live, but a fantastic city to vi
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Beyond Philosophy
NOVEMBER 22, 2017
Organizations love to talk about building relationships with customers. The trouble is, most of the time it feels like they’re just paying lip service to the idea. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore?
NICE inContact
NOVEMBER 20, 2017
Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon.
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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.
InMoment XI
NOVEMBER 22, 2017
Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field. You can expect to increase your CX prowess and learn new strategies and insights from some of the world’s most dynamic experts and customer-centric brands.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
NOVEMBER 21, 2017
It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5 p.m. on Thanksgiving day. It plans to encourage spending by offering deep discounts and making it easier for shoppers to see how much they’ll save. Sears, Kmart, Best Buy and Amazon have all also launched aggressive price-cutting campaigns.
Experience Matters
NOVEMBER 24, 2017
Whenever we discuss Net Promoter® Score, we get a bifurcated set of reactions. Some people love NPS® and others hate it. So we decided to more quantitatively gauge the sentiment. In a recent study, Temkin Group asked more than 300 CX professionals to share their thoughts about NPS. As you can see below: Most aren’t impressed. Over half of respondents say that NPS is either just like or worse than other metrics.
Kayako
NOVEMBER 22, 2017
There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Then they began to expect a response within 24 hours. Now, 39% of modern consumers expect a reply within four hours. 55% of Twitter and Facebook users expect to hear back even faster.
Customer Bliss
NOVEMBER 21, 2017
Overview. Have you ever thought about the end-to-end customer experience of a student in higher education? From interfacing with the admissions department to the platforms used to register and access school resources – the overall customer and user experience impacts a student’s success and perception of the program. In this episode, I speak with Marc Riesenberg , Director of Marketing for Coding with Kids, who spoke about implementing a CX program and improving the UX while serving
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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
Beyond Philosophy
NOVEMBER 22, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing.
ShepHyken
NOVEMBER 22, 2017
There is a place I get my car worked on. They do a great job. The repair center’s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done. The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it.
Kristina Evey
NOVEMBER 20, 2017
Crew Takes Teamwork – Just Like CEX. Customer Experience Requires Teamwork. Teamwork was the focus of my weekend recently. Two of my kids just finished their last crew regatta of the fall season. We were up in the Leelanau Peninsula in Michigan and the scenery couldn’t have been better. We caught the last part of the colors and the temperatures were crisp and best of all… NO RAIN.
Eptica
NOVEMBER 22, 2017
Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. Author: Pauline Ashenden As we approach Christmas, the festive shopping season is moving into top gear. Big retail adverts are hitting the screen, with UK companies spending an estimated £6 billion to reach shoppers as they fight to differentiate themselves from competitors.
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.
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Strativity
NOVEMBER 22, 2017
www.chiefexecutive.net. In business, there are two things you can’t have enough of. The first one is obvious and known to all: revenues. Ask any business owner or salesperson, and they will share with you this harsh truth. It seems like an endless pursuit of an ever-increasing revenue target with very few breaks in between. Just as they meet their target, a new, higher one is set.
ShepHyken
NOVEMBER 24, 2017
This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Are you paying attention to what your customers are saying on social media?
ClearAction
NOVEMBER 18, 2017
8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s why customer experience metric silos mask momentum as either an understatement or an overstatement of reality.
Experience Matters
NOVEMBER 20, 2017
In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust. Then we combined those components to calculate the Temkin Loyalty Index for 157 companies across 16 industries.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Totango
NOVEMBER 22, 2017
Get ready for two days of great content, speakers, networking and fun! So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.
Michelli Experience
NOVEMBER 21, 2017
Let’s pretend I gave you a company. Awful nice of me right? Well, maybe not! The company is a chain of video stores. Remember those? If you are old enough to recall the video rental phenomena, the landscape for that industry was dominated by Blockbuster and Hollywood Video, but there were a panoply of local video providers as well – one in virtually every strip mall.
Team HGS
NOVEMBER 21, 2017
Trend 8: Virtual Reality, Augmented Reality, and 3D Holograms. Raghuraman Anantha Ramakrishnan Senior Manager Operations. Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Over the course of the past year, we’ve dedicated a blog post to each of these CX game changers. Here we dissect CX Trend No.8: Virtual Reality, Augmented Reality, and 3D Holograms, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately
CX University
NOVEMBER 20, 2017
Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX. By Scott McCallister and Mohamed Latib. All Customer Experience gurus state that a connection of CX initiatives to the company bottom-line is important, but few discuss the hard details on how to do that.
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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,
LiveChat
NOVEMBER 21, 2017
Customer Experience Managers (CXM or CEM for short) have recently raised as one of the top priority positions in many international companies. While the processes and job descriptions worldwide are still very much flexible and not set in stone, one has to wonder what all the commotion is about. What I have found is that customer satisfaction is more important than making individual profits on every sale. – Aj Saleem, Suprex Tutors Houston.
NICE inContact
NOVEMBER 20, 2017
Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon.
Maz Iqbal
NOVEMBER 18, 2017
What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience? I’ve worked with folks working on improving/transforming the Customer Experience. I’ve also worked with folks working on improving/transforming the Employee Experience. In the process, I have come across personas, customer journeys, voice of the customer surveys, design thinking, service design, … Continue reading "Time to Hit Refresh on Customer and Employee Experience Design E
CX Journey
NOVEMBER 22, 2017
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. In this very social world, customers have a lot of options when it comes to getting support from companies about the products and services they buy: there's phone, email, FAQs, knowledge bases, forums, chat, social media, and much more.
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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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