InMoment XI
APRIL 4, 2018
The Shift Is Upon Us Customer experience is at an inflection point. We are in a transformational moment where significant demographic and technological shifts have changed our expectations of brand interactions. Companies like Uber have reduced consumer patience with friction in the brand experience. Companies like Amazon and Warby Parker are scrambling our notions of online.
TechSee
APRIL 3, 2018
Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base.
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Customer Bliss
APRIL 4, 2018
Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. From getting executive buy-in, to understanding the inner workings of the organization itself, and looking for areas of opportunity, it can all seem so overwhelming.
Customer Guru
APRIL 3, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
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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
APRIL 4, 2018
The Shift Is Upon Us Customer experience is at an inflection point. We are in a transformational moment where significant demographic and technological shifts have changed our expectations of brand interactions. Companies like Uber have reduced consumer patience with friction in the brand experience. Companies like Amazon and Warby Parker are scrambling our notions of online.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Influitive
APRIL 6, 2018
You’ve probably heard it declared that “customer service is the new marketing” on several prolific business blogs. In an age where bad experiences can easily go viral on social media, it’s a pretty accurate sentiment. Brands should be investing in effective, empathetic service teams if they want to generate more positive word of mouth in our.
Up Your Service
APRIL 1, 2018
UP! Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service. Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization.
Kristina Evey
APRIL 5, 2018
Service After the Sale Matters. How many customers did you lose today? It may be a hard question to answer. The answer may lie in the question – How many poor experiences did your customers encounter today while working with your company? 89% of consumers began purchasing from a competitor following a poor experience (RightNow Technologies). Based on the size of your company and number of staff working with customers – front line, contracts, sales, billing, service techs, etc –
ShepHyken
APRIL 3, 2018
Could You Benefit from Virtual Power Teams? What could virtual power teams do for you? Shep Hyken sits down with Peter Ivanov, author of Virtual Power Teams , and discusses the benefits of teams that are spread across the globe but joined by one central focus. ? ? ?. . Top Takeaways: A virtual power team is a team that has a strong gravity, a group of people bound by one central purpose, working together toward one central goal.
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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
Customer Guru
APRIL 5, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
Second to None
APRIL 3, 2018
Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. As the power dynamics shift between different customer segments, it is important that your brand is monitoring the way that each group perceives your current offerings, and that you formulate a specific plan as to how you will attract and retain your target customer demographic.
PeopleMetrics
APRIL 4, 2018
Everybody works hard. There’s a reason that no hiring manager has ever been blown away by the answer “I’m a hard worker” when they ask why they should hire you. We all consider ourselves hard workers, but only a small percentage of the workforce will ever experience the seemingly infinite, grueling hours that Certified Public Accountants (CPAs) experience from January 1 st to April 15 th every calendar year.
ShepHyken
APRIL 4, 2018
I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. Perhaps you just heard that your competitor is working hard to take away business from you – maybe they’re announcing a new product; maybe they’re advertising a major sale; maybe they’re opening a new location.
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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Up Your Service
APRIL 1, 2018
UP! Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service. Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization.
Experience Matters
APRIL 3, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to TriCare for earning the top customer experience score in the health plan industry.
Second to None
APRIL 5, 2018
Creating a Customer Experience that encourages consistent satisfaction within every channel is the ultimate challenge of brands in any industry. This is especially true for those in retail due to the necessity to balance in-store and online resources. The common perception is that all customers prefer online shopping over having to enter brick-and-mortar locations, but in reality, that is not always the case.
QuestionPro Audience
APRIL 6, 2018
Advertising agencies are facing a lot of adversity in 2018. With more and more big brands like Sprint, Netflix, and L’Oreal cutting their agencies to take their advertising in-house, ad agencies are scrambling to re-route. U.S. ad agencies are not at risk of becoming obsolete, reportedly bringing in over $48 billion in 2016 and employing over 200,000 people, but the growth in this industry is slowing.
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
Kayako
APRIL 4, 2018
The thought of introducing live chat is daunting. You’re opening up the floodgates to a new channel, and it’s another thing added to your already growing list of apps to manage. Why bother with live chat if it adds this much pressure to you and your team? Live chat is increasingly becoming an essential support tool as a growing number of customers won’t shop somewhere that doesn’t offer real-time chat.
Experience Matters
APRIL 6, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Whirlpool for earning the top customer experience score across TV & appliance makers.
Second to None
APRIL 4, 2018
Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. Customer retention requires diligence and a detail-oriented team, willing to put in the extra effort to sway customers to keep on coming back and bringing their own networks with them.
Oracle
APRIL 4, 2018
As a small or medium-sized business (SMB), it’s often difficult to compete with bigger brands’ wallets and available resources. Although your sales and marketing efforts may not carry the same financial clout as your larger counterparts, rest assured that your SMB can have the upper hand in one key area: customer experience (CX). By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, a
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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,
NICE inContact
APRIL 6, 2018
Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer. Participation rates can diminish if you’re not incentivizing your customers to actively provide feedback.
Experience Matters
APRIL 5, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Georgia Power and Florida Power & Light for earning the top customer experience score in the utilities industry.
Second to None
APRIL 2, 2018
Establishing a level of Customer Experience performance that contributes to high retention rates will ultimately be the differentiator between your brand and the competition. It is significantly cheaper to invest in customer retention than acquisition, but without great service throughout the customer journey, it will be challenging to sway customers to keep on coming back.
8x8
APRIL 5, 2018
The dilemma of choice is a well-known concept in the psychology of consumer purchasing–namely, the more options you have, the more difficult it is to not only make, but also be satisfied with a decision. Businesses, however, hadn’t felt the same pain in their decision-making. The explosion of applications over the years—in everything from CRM systems to marketing automation to communication and collaboration tools—seemed like the ideal environment for businesses; individual departments could cho
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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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