InMoment XI
OCTOBER 24, 2022
When it comes to collecting data, one of the best ways to do so is a survey. Most companies put out surveys of some kind for customers and employees at different points. But there’s more to a survey than just a series of questions. In fact, surveys typically have a method behind them to gather specific types of data and to make them as effective as possible.
Lumoa
OCTOBER 26, 2022
After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. There are nonetheless also many options for those who are still not ready to travel and meet people, as organizers have become better and better at offering an experience that is comparable to face-to-face interactions.
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Feedbackly
OCTOBER 27, 2022
Emotional Value Index (EVI®) is a relatively new KPI to hit the CX industry in recent times. But, it is quickly becoming one of the most popular metrics for its impressive delivery of results, analysis, and performance! EVI® is a KPI designed to track, measure, and analyze the emotional experience. Through EVI® surveys, you can understand how customers perceive your business emotionally.
Team Support
OCTOBER 27, 2022
Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. On the outside, it looks like a simple grade-school high jump competition. The bar is low, it looks easy to jump, but once you get into all the technicalities of the Fosbury Flop, it starts to get a smidge dicey.
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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
OCTOBER 27, 2022
As business professionals, our lives often involve one or more reports packed with market research data every week, if not every day, providing an onslaught of facts and insights. Most of us have experienced the fatigue and boredom brought about by too many facts and too little learning. So, how can we deliver effective market research data reporting and communication of information and insights in a way that captures the imagination and garners interest and, more importantly, inspires action?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
OCTOBER 26, 2022
The Awesome Responsibility is a concept I came up with a number of years ago. It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them ,” or, “ They are so helpful.” .
CSM Magazine
OCTOBER 25, 2022
The holiday season is fast approaching, and with it comes all the inevitable chaos – fun-filled vacations, visits with family, and partaking in beloved time-honored traditions. While fun and worthwhile, these festive endeavors mean more employees will be spending time out of the office. While time away from work during the holidays has tremendous benefits for the employee who is out of office, it can actually negatively impact fellow coworkers who are left behind to pick up the slack.
One Millimeter Mindset
OCTOBER 26, 2022
Do you know a rare colleague who influences your life so much that they become Legendary? These are the individuals whom we trust implicitly due to their ethics, values, professionalism, and overall humanity. The Legend is more than the sum of their expertise and proficiency. Your day is always better because you know they are there, in the background, regardless of whether or not you need their help.
ClearAction
OCTOBER 25, 2022
Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-fo
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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
OCTOBER 28, 2022
As the gauntlet of the holiday season is upon us, is your financial services contact center ready? You don’t have to be haunted by the holidays. The post Haunted Over the Holidays? appeared first on Glia Blog | Digital Customer Service Explained.
SAP Customer Experience
OCTOBER 27, 2022
A new opportunity to influence SAP has begun with the third cycle in 2022. The SAP Customer Engagement Initiative (CEI) enables you as an SAP customer or partner, to get early insights into SAP’s product developments and directly work with the developers to define and shape future product directions. Find.
Solvvy
OCTOBER 25, 2022
You can take various approaches to measure customer satisfaction levels. Some take a holistic view. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. Here’s what you need to know. What Is the Customer Satisfaction Index?
BirdEye
OCTOBER 28, 2022
Customers are bombarded with advertisements every day. If you spend a lot of time online, you already know ads are impossible to escape – but fairly easy to ignore. If you want your business’s ads to stand out in a very crowded playing field, you need to take advantage of Google Seller Ratings. This free tool from Google can help build trust with potential customers and lead to more clicks, higher conversions, and more revenue.
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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Zonka Feedback
OCTOBER 27, 2022
Introducing the all-new Zonka Feedback: Build amazing products with the Product Feedback Platform, transform Customer Service with help desk and agent surveys, and excel in CX Management with Automation & Workflows. At Zonka Feedback, we believe in always evolving and bringing you solutions that help you measure feedback effectively and use that feedback to build businesses that grow and scale.
Uplight
OCTOBER 27, 2022
Utilities are using load flexibility tools such as demand response (DR) programs and time-of-use (TOU) rates as methods to engage customers, reduce peak consumption on the grid, improve reliability during extreme weather, and accelerate decarbonization. While the technology to enable greater load flexibility is essential, many utilities often overlook an equally important element of DR Read More.
CSM Magazine
OCTOBER 27, 2022
Localz , leading experts in last mile location and messaging technology, just announced a new module, Manage My Appointment, enhancing its customer-centric product portfolio. With today’s consumers having become accustomed to on-demand services at their fingertips, it is important to reflect on these consumer experiences in the services industry.
BirdEye
OCTOBER 26, 2022
Scheduling appointments can be a stressful experience for patients. Whether it’s figuring out directions, dealing with traffic, finding a parking spot, or actually scheduling an appointment, there’s a lot that can go wrong before even meeting with a doctor. And while most of these are outside of your control, you can help reduce this stress by taking advantage of a medical appointment scheduler.
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
Comm100
OCTOBER 26, 2022
To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. With this in mind, we will look at some customer service best practices that help teams and agents provide this consumer experience.
SAP Customer Experience
OCTOBER 27, 2022
When the Customer Interaction Center (CIC) gets a call to expedite an incident, you can be sure we will ask some questions regarding the business impact of your issue. But why? Business impact is the main tool we use to prioritise incidents. If you want to increase the priority or.
CSM Magazine
OCTOBER 25, 2022
James O’Hare, managing director of LINK Mobility , says great communications will be critical. Black Friday is a time of year when consumers can get the best deals for the things they want, and on occasion the things they didn’t know they needed. As such, supply chains and stock availability have always been geared around specific Black Friday and Cyber Monday events.
COPC
OCTOBER 25, 2022
Many businesses in today’s climate find it tough to retain top talent. We think employee engagement and empowerment go a long way in making that happen. The feedback from contact center staff in the COPC US Employee Engagement Research Report supports that notion. . As a global business whose core focus is helping our clients foster strong customer relationships, low turnover and consistent performance are critical.
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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,
ShepHyken
OCTOBER 24, 2022
Each week, I read many 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. PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. (Retail Customer Experience) In the past year, one in four consumers have stopped buying or using a retailer due to a bad experience with a product or customer servic
SAP Customer Experience
OCTOBER 28, 2022
Introduction This blog post is part of a series of blogs demonstrating how to feed data on the SAP Emarsys from SAP Commerce. In this part, I demonstrate the developments on the SAP CPI that receives the customer data from SAP Commerce, does the necessary transformations and enrichments, then send.
CSM Magazine
OCTOBER 24, 2022
IRIS Audio Technologies appoints Neil Titcomb as SVP Global Sales as part of global strategy to eliminate background noise in call centres. IRIS Audio Technologies , the team behind the AI-powered voice isolation software IRIS Clarity , has appointed Neil Titcomb as SVP Global Sales. Neil joins IRIS from his role as Managing Director for Odigo CX Solutions, a European leader in the Contact Centre SaaS market, with previous experience as Commercial Sales Director at Genesys and Head of Sales at
COPC
OCTOBER 28, 2022
The New Zealand Employee Engagement Research Report is timely as organisations are battling to secure talent in tight employment markets globally. Insights into staff engagement, satisfaction levels and key initiatives to retain the talent you have are invaluable. This report has clear messages regarding the importance of maintaining the fundamentals of good management to keep your teams as engaged as possible. 92% of staff who say they don’t have the right resources to do their job well are not
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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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