GetFeedback
JANUARY 12, 2020
About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason. Briefly, the argument is that leading CX brands outperform laggards by a lot.
CloudCherry
JANUARY 16, 2020
Ah First Impressions. We all know we don’t get a second chance to make ‘em. And when it comes to Onboarding, a topic that- surprisingly- doesn’t receive a whole lot of attention, first impressions can make or break it for both Customers AND Employees. But, not to worry. On this week’s ‘Sweets of CX ’ Episode, we brought in expert Stacy Sherman. to shed some serious light on the subject.
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Customer Bliss
JANUARY 17, 2020
We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life?
CX Accelerator
JANUARY 16, 2020
A customer-centric culture is the “make or break” component of any customer experience initiative. It was great getting to let loose on this all-important topic alongside Ryan Floersch of Gladly during our recent CXPA webinar. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.
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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.
GetFeedback
JANUARY 15, 2020
Customer experience (CX) is an ever-evolving industry with unexpected twists and turns. But it’s also this unexpected component that makes it exciting for people who turn CX into a career. This year we’ve recognized 12 of these brave souls as our founding CX Ambassadors. . Each month we’ll be featuring an interview with one of these CX Ambassadors, revealing their successes, challenges, and pains.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JANUARY 17, 2020
1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now. There are many reasons why it has come to this point. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line.
CX Accelerator
JANUARY 16, 2020
A customer-centric culture is the “make or break” component of any customer experience initiative. It was great getting to let loose on this all-important topic alongside Ryan Floersch of Gladly during our recent CXPA webinar. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.
ShepHyken
JANUARY 14, 2020
Simple is Transformative in the Customer Experience. Revolutionizing Communication So It’s Personalized, Secure, and Effortless. Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX). Here’s a hint: it’s all in providing a secure, personalized, and frictionless channel of communication.
TechSee
JANUARY 14, 2020
The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs.
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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
Heart of the Customer
JANUARY 14, 2020
Today we feature an article by Rob Jensen who writes about the benefits of customer advisory boards and how they are a way to improve executive engagement. These days, there seems to be a lot of talk about customer experience. Indeed, ensuring that companies optimize interactions with their top clients, obtain the highest level of […]. The post Guest Post: Best Way to Engage Customers, Gather Feedback and Engender Brand Loyalty?
Inbenta
JANUARY 13, 2020
Chatbots are known for their benefits on customer experience and relation, here are some examples of how a chatbot can help boost your e-commerce site and create a competitive advantage. E-commerce chatbot: support the customer journey. In 2019, 25% of adults in the US carried out online purchases at least once a month, bringing the number of American digital buyers to approximately 224 million for the past year. ( Source ) E-commerce websites are therefore exposed to a lot of traffic and it is
ShepHyken
JANUARY 15, 2020
One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic. I will share my thoughts, but it’s important to note that the brevity of my answer does not diminish the importance of the question. If someone threatens to do harm to themselves or others, it cannot be taken lightly.
Michel Falcon Experience
JANUARY 16, 2020
I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. The latter is paying lip service to actually building a customer experience strategy that will grow your business, build an admired brand and have a competitive advantage against your competition.
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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Eptica
JANUARY 15, 2020
Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Published on: January 15, 2020. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. Analysis from Contact Babel has found that email is the second most used channel within contact centres, making up nearly 20% of interactions.
Upstream Works
JANUARY 16, 2020
This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). We began by looking at the impact of digital transformation , then the importance of personalization , and most recently the power of agent engagement for improving the customer experience (CX).
One Millimeter Mindset
JANUARY 14, 2020
Developing your provocative business storytelling acumen moves you one millimeter (or more) beyond sounding like everyone else. Because business stories easily sound too safe, too sanitized and too perfect. Talking about achieving fairy-tale outcomes after surmounting monumental, emergency business challenges. Except that the greatest business challenges which many of our clients face come in smaller packages.
Michel Falcon Experience
JANUARY 16, 2020
Delivering an excellent product is only HALF of the customer experience. Check out the first installment of my 4 part series that explores the best practices of “The 4 Generations of Customer Service.” This is something I’m going to be sharing within my keynotes and workshops in 2020! Are you interested in improving your company culture, employee engagement, and customer experience?
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
Hello Customer
JANUARY 16, 2020
January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management. And as fashion shows us, every trend returns at some point in time. (Except for maybe Buffalo shoes, some things should stay forgotten.
Customers That Stick
JANUARY 16, 2020
In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service. About The Relationship Economy. FROM THE PUBLISHER: Today we are living in the “digital disruption era.
Ecrion
JANUARY 16, 2020
In 2018, 281 billion emails were sent and received each day around the world. This number is expected to increase to over 347 emails each day in 2023. EDM marketing is one of the best ways to reach potential customers. Although many of your potential clients will be on social media, they won’t all be. Almost everybody has an email address. And of course, you need an email address to create a social media account so you’ll be reaching those users as well.
Talkdesk
JANUARY 15, 2020
Do you have an interesting story to share regarding customer experience and/or sales success? Are you an outstanding storyteller and possess an innovative spirit? Are you keen on taking the reality of customer support to the next level? Then look no further – you have just arrived at the right place! With more than 3,000 customer experience professionals and decision-maker attendees, Opentalk 2020 is the CX event of the year with the presence of industry innovators, thought leaders and cus
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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,
Gainsight
JANUARY 17, 2020
There is no shortage of feedback these days. But what is everyone doing with it? When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective w
Customers That Stick
JANUARY 15, 2020
As a customer experience expert and customer service trainer, I often get questions about the state of customer service, about different customer service techniques and strategies, and about the future of experience. That’s why we started our new series: Ask the Customer Service Trainer. In this weekly series I’m going to give you some quick answers to your customer service questions.
Kerry Bodine
JANUARY 16, 2020
I worked at an advertising agency for just over a year. (A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. And when we were ready, we’d deliver our ideas to the client, much the way a grand meal is presented on a silver platter at a fancy restaurant or state dinner.
Beyond the Arc
JANUARY 16, 2020
2020 — for many of us, it sounds like science fiction. Yet the future is Now. Is your business ready for the new demands and opportunities that are reshaping customer experience? That’s what we keep an eye on. And each new year, our Beyond the Arc team shares predictions on what we’re seeing as pivotal [.]. The post 3 Top trends impacting customer experience in 2020 appeared first on Blog @beyondthearc.com.
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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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