MyCustomer

NOVEMBER 12, 2020

Engagement What should be the priorities for restarting CX

Engagement 97

Engagement 97

SMG CX

NOVEMBER 10, 2020

As we enter into a new phase of the pandemic—one of colder temperatures, a potential third wave, and the added threat of cold + flu season—businesses relying on outside service will once again have to adjust operational procedures. Industry Trends Data Science Brand Research

Customer Experience 52

Customer Experience Customers Brands 52

SurveySparrow

NOVEMBER 8, 2020

The usage of mobile phones is at an all-time high. Everyone owns a smartphone, and we accomplish our daily tasks using this handheld device. As a result, mobile devices are increasingly driving internet traffic. Many companies have realized this and are optimizing their websites to be mobile compatible. Now the question arises, shouldn’t we do the same for surveys as well?

NPS 59

NPS Net Promoter Score Social Media Feedback 59

GetFeedback

NOVEMBER 11, 2020

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space.

Insurance 448

Insurance Marketing Management Customer Experience 448

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TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Eliminate evening and weekend hours? Limit call times to 3 minutes each? Slash the number of technicians per shift?

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

Experience Investigators by 360Connext

NOVEMBER 10, 2020

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children’s education. Families dealt with loss and illness. And leaders had to navigate all these changes as they happened, in very real-time ways.

2020 190

2020 Customer Experience Chief Customer Officer Communication 190

GetFeedback

NOVEMBER 8, 2020

Using the five dimensions of service quality and knowing how to measure them accurately can help you find actionable ways to improve your customer experience and delight your customers.

Measurement 195

Measurement Customer Experience Customers Article 195

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.

Books 163

Books Measurement Presentation Interaction 163

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? (And nowhere near to whatever has been normal.). Consider that retaining yesterday’s clients just may not be the primary focus of this strategy, either. Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions.

Customer Retention 126

Customer Retention Innovation Leadership Sales 126

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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

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Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

2020 126

2020 Download Blog Interaction 126

GetFeedback

NOVEMBER 8, 2020

Simplifying CX YouTube series episode on how to manage customer service during COVID-19 holiday season.

Customer Service 221

Customer Service Management Customers 221

ShepHyken

NOVEMBER 11, 2020

We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints. What they get in return—hopefully—is a nice thank you, which, when you think about it, is fairly insignificant , though appreciated, for the work they do. Yes, they are paid for the job they do, but the people who are amazing at this role aren’t doing it just for the money.

Customer Service Training 160

Customer Service Training Customer Service Information Customer Focused 160

eglobalis

NOVEMBER 7, 2020

Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead , People-centric enterprises will certainly have an advantage – not just today, but also down the road – when it comes to the memories they instilled in employees and customers during the COVID-19 pandemic. The post Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead appeared first on Eglobalis.

Loyalty 121

Loyalty Customers Customer Relationships Culture 121

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.

Customer Insights

The DiJulius Group

NOVEMBER 11, 2020

4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Reduce the #1 Cause of Anxiety For most people uncertainty triggers high extremes of anxiety. As human beings, we like predictability in our lives. That is why we check the five-day forecast, so we know how to dress. That is why. Read Full Article. The post How to Reduce the #1 Cause of Anxiety appeared first on The DiJulius Group.

Article 116

Article Leadership Customer Service Customer Experience 116

Talkdesk

NOVEMBER 13, 2020

November marked the beginning of the fourth quarter in Talkdesk’s fiscal year. I usually transition to a new quarter focused on what we must accomplish and the action plans to make it all happen. However, as I look toward the end of what has undoubtedly been one of the hardest years of our lives, it’s gratitude that now consumes my thoughts. . In 2021, Talkdesk will celebrate its 10-year anniversary.

Contact Center 111

Contact Center 2020 Roadmap Leadership 111

ShepHyken

NOVEMBER 9, 2020

Each week I read a number of 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. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. (ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth.

Article 109

Article 2020 Customer Journey Mapping Customer Service 109

Advantage Communications

NOVEMBER 10, 2020

Developing high-quality customer service and world-class customer experiences is key to retaining customers and creating a highly loyal customer base, yet the vast majority of organizations are struggling to do this successfully.

Customer Experience 98

Customer Experience Customer Base Customers Customer Service 98

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

Contact Center

Ecrion

NOVEMBER 10, 2020

1. Save Money | 2. Lower Delivery Costs | 3. Improve Information Access | 4. Improve Work Environment |. 5. Maintain Compliance | 6. Go Green | 7. Document Security. If you run a business, you may feel sometimes like you’re snowed under in paperwork. Trying to shuffle forms back and forth between departments can get confusing and chaotic. And security management becomes a nightmare.

Document 98

Document Information Management Communication 98

Cyara

NOVEMBER 12, 2020

Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with organizations. And contact centers depend on complex technology to deliver that great CX. Technology which, from time to time, fails – resulting in issues such as outages, poor voice quality, prompting errors, dropped calls and delays.

Contact Center 128

Contact Center Technology Consumers Interaction 128

ShepHyken

NOVEMBER 13, 2020

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. But at the end of the day, it’s the feedback that makes or breaks a company.

NPS 127

NPS Net Promoter Score Feedback Customer Experience 127

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal.

Customer Relationships 119

Customer Relationships Customer Success Document 2021 119

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Measurement

Talkdesk

NOVEMBER 11, 2020

Organizations worldwide are now waking up to the advantages of moving to the cloud as a strategic decision, not only to keep businesses up and running, but also to boost performance, cut costs and enhance customer experience (CX). For years, contact centers have run on-premises infrastructure, battling the difficulties of scaling operations or updating systems and tools whenever customer demands shift.

Contact Center 123

Contact Center Management Customer Experience Customers 123

Zeisler Consulting

NOVEMBER 9, 2020

I wouldn’t be a self-serving, self-promoting consultant if I didn’t have a few frameworks to show you, so at the risk of shaming myself and losing my membership card, here’s another one. Over the course of five articles, I’ll get into each of them, but here I’ll lay out what I term the Principles of Good CX. We’ll start with Getting It Right, or GIR.

Consulting 93

Consulting Article Communication Interaction 93

Integrity Solutions

NOVEMBER 13, 2020

The important skills that contribute to sales success are constant, regardless of disruptive external events, but they’ll need to be sharpened and tailored to the changing healthcare environment. Healthcare sales has gone through a number of rocky transitions and disruptions over the past decade. But 2020 has been at a whole other level. As we make our way to the end of this incredibly tumultuous and challenging year, sales teams in pharmaceuticals, biotech, medical device and diagnostic compani

Healthcare 112

Healthcare Sales Magazine Social Media 112

One Millimeter Mindset

NOVEMBER 10, 2020

What do you do when you discover your business priorities are not the same as your clients’ priorities? How you answer reflects the relevance of customer experience, success and client retention on your own business viability. This pandemic exerts a profound impact on our businesses, including your clients’ Yet, some of my small business clients remain reluctant to better understand who their clients really are.

Financial 97

Financial Document Leadership Presentation 97

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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.

Customer Engagement