InMoment XI
DECEMBER 18, 2015
Long derided by other nations for our obsession with productivity and our minimal vacation time1, Americans have a standing reputation for working hard. But with the burgeon of technology and the shift toward open floor plans in the workplace, distraction is gradually thwarting the efficiency badge. It’s getting so bad that working hard no longer.
Bill Quiseng
DECEMBER 14, 2015
This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi.
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Experience Investigators by 360Connext
DECEMBER 15, 2015
The holiday season will be over before you know it. Your customer pain points are showing! In the past several weeks, your customers have become more and more hurried and stressed as they try to find the perfect gifts. Has your retail experience been able to handle it? Do you have a working customer journey map? If you don’t, the […]. The post ‘Tis the Season to Find Pain Points in Your Customer Journey appeared first on Customer Experience Consulting.
Customer Bliss
DECEMBER 15, 2015
After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience. Is the support for employees: Always reliable – support is managed across the channels, countries, and silos.
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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
DECEMBER 18, 2015
Long derided by other nations for our obsession with productivity and our minimal vacation time1, Americans have a standing reputation for working hard. But with the burgeon of technology and the shift toward open floor plans in the workplace, distraction is gradually thwarting the efficiency badge. It’s getting so bad that working hard no longer.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
DECEMBER 17, 2015
We’re moving into an age that is becoming more and more mobile. Every conference speaker I’ve seen for the past several years has discussed the importance of designing customer experiences around our obsession with mobile devices. Who doesn’t want to deliver a personalized mobile experience for each customer via those tiny screens?
Win the Customer
DECEMBER 17, 2015
Research from Forrester has found that 80% of companies want to use customer service to differentiate themselves from the competition. So if every organization wants their customer service to be the best it can be, how do those who really stand out from the competition actually do it? Rather than just rehashing the same old suggestions that anyone can find online, we turned to the customer service experts to help answer that most critical question: What’s the #1 way to really improve custo
InMoment XI
DECEMBER 18, 2015
Long derided by other nations for our obsession with productivity and our minimal vacation time1, Americans have a standing reputation for working hard. But with the burgeon of technology and the shift toward open floor plans in the workplace, distraction is gradually thwarting the efficiency badge. It’s getting so bad that working hard no longer.
Customer Bliss
DECEMBER 17, 2015
The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. In its simplest form, when used with consistency, the customer journey map provides rigor to understand the priorities in customers’ lives. Companies that transform how they grow do so because they think about the customers at the end of their decisions.
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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
Experience Matters
DECEMBER 15, 2015
It’s once again the time of year for me to publish my CX trends. In my post last year I named 2015 “ The Year of Employee.” With this post, I’m declaring 2016 “ The Year of Emotion.”. In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. In this environment, we expect to see: Culture Change Intensifying.
Win the Customer
DECEMBER 18, 2015
Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction. Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction.
Beyond Philosophy
DECEMBER 17, 2015
Do you have loyal Customers or do your Customers buy from habit? Mistaking Customers’ habit for loyalty is a common mistake to make. Many organizations think their Customers are loyal only to find out later they are not, typically after they lose them to a competitor. Customers have habits, and habits can be broken. True loyalty, on the other hand, is much tougher to break.
Customer Bliss
DECEMBER 17, 2015
The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. In its simplest form, when used with consistency, the customer journey map provides rigor to understand the priorities in customers’ lives. Companies that transform how they grow do so because they think about the customers at the end of their decisions.
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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Maz Iqbal
DECEMBER 15, 2015
During November, whilst on business, I stayed at Homelands Bed & Breakfast and thoroughly enjoyed my experience. It was so good that staying at Homelands occurred as staying at a home away from home. My experience lived up to the five star rating that Homelands has earned on TripAdvisor. Here’s what I think the hotel … Continue reading "What Can The Hotel Industry Learn From Homelands B&B?".
Win the Customer
DECEMBER 18, 2015
An effective CRM system can help a business maximize the value of their customers through improving every aspect of the customer relationship. Many businesses wonder if they should invest more into customer relationship development and the systems and tools that enable greater automation of relationship management in the contact center. While too much automation can lead to lack of personalization, the right balance between effective software tools and careful consideration from real customer ag
Beyond Philosophy
DECEMBER 14, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives.
Customer Bliss
DECEMBER 15, 2015
After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience. Employee Support Reliability Questions To Ask: Is the support for employees: Always reliable – support is managed across the channels, countries, and silos.
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
Think Customers
DECEMBER 14, 2015
When the New York Times published an article in August shining a spotlight on Amazon's bizarre company culture, it triggered a barrage of comments and articles about the importance of culture in engendering engagement. Personal accounts of 1 a.m. conference calls, strongly encouraged 60-hour work weeks, and a culture that appears to throw people under the bus to advance in the organizational hierarchy are just a few of the strange experiences employees at Amazon reported and which also fly in th
Win the Customer
DECEMBER 14, 2015
The key to customer experience success is in utilizing technology that ensures CX levels are high, while meeting strategic operational goals. Customer experience is increasingly being spoken of as a cross-company initiative. But each department in an organization has their own KPI’s to consider. While Sales need numbers, Finance are looking at the bottom line and Legal are over protective about regulations, customer experience is often not at the top of the agenda beyond the Marketing departmen
Tricia Morris
DECEMBER 18, 2015
It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. For 2016 however, we’ve decided to ask some well-known customer service thought leaders, advocates, authors and speakers – many of whom talk with and train front line customer service professionals on almost a daily basis — about trends they believe will impact every brand and organization, not just those with the budgets for the next big thing, and we’ve compiled
iPerceptions
DECEMBER 18, 2015
Today, consumers are more informed, more demanding and have higher expectations than ever before. As a result, many companies are feeling the heat as consumers won’t put up with a poor experience and will shift their loyalty in an instant. This new reality has forced even the most entrenched businesses to start focusing on the customer and providing an exceptional experience.
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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,
Eptica
DECEMBER 18, 2015
Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. Author: James Gladwish Telecoms has always been important at Christmas, with families and friends keeping in touch by telephone for many years. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families.
Win the Customer
DECEMBER 14, 2015
Something as simple as a phone conversation can make the difference in the life of a customer, if it’s done correctly. Direct agent-to-customer communication is one of the most powerful methods of problem solving available in the contact center today. Even in the age of email and social media, there’s real power and effectiveness found in old fashion human-to-human conversation.
PeopleMetrics
DECEMBER 18, 2015
Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you. Keep an eye out for new posts in the new year! Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement.
Middlesex Consulting
DECEMBER 14, 2015
We all collect lots of data. We all have financial and operational data and many of us also conduct satisfaction and loyalty surveys. We tend to look at each data set as a separate entry or maybe as part of a close set like satisfaction and loyalty. Interesting, but the real value of our data is extracted when we look at it in conjunction with other data that, when combined, tell a great story.
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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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