Sat.Jun 22, 2019 - Fri.Jun 28, 2019

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The Rustici Story: How Happy Employees Create Happy Customers

CX Accelerator

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers. While what we have built here has taken years to build and might not be totally replicated at your company, I hope it gives you inspiration or an idea to share with others in your organization.

Culture 243
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Keep Your Contact Center in North America Without Breaking the Bank

BlueOcean

A quick trip down memory lane reminds us that the 1990s saw a massive rise in the practice of offshoring call centers. With the convergence of economic factors and technological advancement, it was seen as the cheap alternative for companies who required basic customer support solutions. But times change – and so do customers. Today’s consumers expect personalized experiences – especially in complex care scenarios that transcend basic, transactional interactions.

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Improving B2B Customer Experience: Is It More Personal Than B2C?

Experience Investigators by 360Connext

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience themes, for example, audience members will approach with the B2B questions: Why should we care about customer experience in B2B?

B2C 137
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How to Bridge the Customer Experience Gap Across the Organization

GetFeedback

Watch this on-demand webinar and learn how to launch a cross-functional CX program that enforces customer-centric strategies across departments.

Webinar 210
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Guiding Principles of Customer Advocacy

Alida

As business and technology evolve, it’s vital that companies move from being business-driven, product-driven, or sales-driven to being customer-driven. Customers have more platforms on which to voice their opinions and share their experiences, positive or negative. They have a higher expectation of being heard and considered by the companies they patronize.

Customers 188

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AI Customer Service: Today’s Most Transformative Technologies

TechSee

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Applications based on AI are already visible in healthcare diagnostics, transportation, entertainment and education, to name but a few, and now the customer service in

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4 Steps to Assessing the CX Work That Needs to Be Done at a Young Company

Customer Bliss

As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation and Allison Pickens of Gainsight. Both women became CCOs of their companies during a time where no formal CX work had been instituted.

Metrics 172
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7 Simple Ways to Get Repeatable, Consent-Based Feedback from Millennial Women

Alida

Bustle Digital Group 's Trend Group team are experts in engaging Millennial and Gen Z women. The BDG Hive is an extension of their brand, so ensuring an exceptional experience through all interactions is paramount. Whether that be considering how to communicate, ask questions, share back, or give personal recognition, they walk a mile in their customers' shoes to decide the best approach.

Feedback 174
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How Can We Measure Customer Emotions in Our Digital World

Beyond Philosophy

How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze? Objectively, you might say the silver medalists because, after all, they came in second and the other competitor was third. Objectively, the silver medalists had a better outcome and should be happier.

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The 2023 Verint Experience Index: Retail

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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Has Your CX Lost The Human Touch?

PeopleMetrics

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. Yet despite these technological advancements, it appears that many of those charged with leading these initiatives are too focused on polished, buzzword - laden tools , and are in turn losing focus of why these programs exist in the first place – t o enhance the c ustomer experience.

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Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Technology replacing humans. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing.

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How to Earn the Right to Ask for Ongoing Customer Feedback

Alida

“How do you keep people engaged when you’re collecting ongoing insight?” is a common question we get asked. The only way to maintain fast, agile access to a group of opted-in, richly profiled customers that you can collect feedback from over time, is to find the magic to engage them so that you continue to obtain their consent.

Feedback 164
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How Your Customers’ Identity Issues Are Affecting Your CX

Beyond Philosophy

I get surprised sometimes by how many qualifications and degrees people list at the end of their name. Some of them might go on for half an hour! I find myself wondering why they want me to know all that. However, I often refer to the fact that LinkedIn recognizes me as one of the top 150 business influencers. I am proud of that. It occurred to me that it is the same thing.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Reputation Management Statistics Your Business Needs to Know

ReviewTrackers

Managing online reviews and customer feedback is one of the biggest investment priorities for hospitality brands and organizations in 2016. According to travel site TripAdvisor , as much as 93 percent of executives consider the improvement and management of their online reviews as the most important factor to the future of their business. Survey results show that, as an investment area, a review and reputation management strategy has become a higher priority for hospitality organizations than ma

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5 Top Customer Service Articles for the Week of June 24, 2019

ShepHyken

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. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. (Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world.

Article 113
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How Manulife Is Improving Customer Experience from the Outside-In

Alida

Established in 1980, Manulife Singapore provides insurance, retirement, and wealth management solutions to meet the financial needs of customers across various stages of their lives. Their mission is: Decisions made easier. Lives made better.

Insurance 100
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3 Guest Experience Management Tactics every Restaurant should try

SurveySensum

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. No matter how tech-savvy people are becoming but still whenever they visit a restaurant for the first time to spend good times with friends or family, they prefer relying on word-of-mouth recommendations.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Announcing Talkdesk Boost: Accelerate Your Digital Transformation

Talkdesk

By now, you’d have to be living in a cave to be unaware that digital transformation is a key corporate imperative today. Digital transformation initiatives are underway all across the enterprise, with the primary goal being to compete and win on customer experience. . Ironically, one of the places where these initiatives have stalled is the contact center, arguably the epicenter of customer experience.

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Predictive Customer Support

ShepHyken

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. There’s the traditional phone call, email, messaging, instant chat, social channels like Twitter and Facebook, and many more.

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What You “Know” about Your Customers Probably Isn’t True

Heart of the Customer

The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer.

Customers 133
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How to Gather Customer Insights with CS Software

Totango

Customer Success Management (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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7 Tips to Better Align Your Marketing and IT Teams when Evaluating New Technologies

Optimove

A key element to marketing success is its relationship with IT. Although many technologies look to limit the dependency between the two groups when onboarding new technologies, marketers should continue to work hand-in-hand with their IT departments. Marketers trying to create more synergies between their systems of insights and engagement by purchasing a technology that creates an ecosystem approach to marketing technologies will need the IT team to set up this new solution.

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Amazing Business Radio: Ford Blakely

ShepHyken

A Passion for Convenience. Striking a Balance Between Business and Consumer Needs. Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with a human connection. The Interview with Ford Blakely: When faced with a problem, it’s important to approach it from the standpoint of convenience.

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Worst Example of Inside-Out Thinking Contest

Heart of the Customer

As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Unfortunately, we know that isn’t always a reality. Sometimes, companies “follow their gut,” doing things that clearly don’t stem from customer needs. So we’re reaching out to you in the CX community.

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Optimising Data Intelligence for Increased ROI

LoyaltyPlus

Data intelligence is described as the analysis of different types of data, for example internal data, external data, including big data. Companies use this intelligence to better understand the information they collect and make more informed decisions in the future. With a better understanding of the collected data, companies can improve their products, services or investments and customer relationships through predictive marketing and communication.

ROI 70
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The Open CCaaS Advantage Report

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.