Sat.Aug 22, 2020 - Fri.Aug 28, 2020

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The Rise of the Remote Workforce

Perceptive

In the same way COVID-19 has sped up the e-commerce trend, it had challenged the conventional view that offices are critical to productivity, culture, and securing top talent. At the beginning of Alert Level 3, we saw businesses scramble to set up remote working arrangements for their employees.

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How to Improve Customer Engagement

Lumoa

What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS

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Create a Compelling CX Vision

Heart of the Customer

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Three Lessons From Leaders on Adapting During the Pandemic

Customer Bliss

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. I’ve also spoken to gurus, authors, and evangelists about the ways in which leaders can continue to guide their teams through the pandemic as customer behaviors continue t

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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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Focalism: The Reason You Sometimes Make The Wrong Decision

Beyond Philosophy

Many decisions that we make in life are subjective, without a “right answer.” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible. However, when you don’t provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions.

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Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

BlueOcean

The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new partner amidst the uncertainty of the pandemic can be overwhelming.

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Customer Experience Quotes to Inspire Your Entire Organization

ReviewTrackers

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach. It’s no longer just about product, or pricing, or promotions, or place.

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Amazing Business Radio: Simon Glass

ShepHyken

The Voice of the Customer. How to Collect Customer Insights to Drive Your Customer Experience. Shep Hyken interviews Simon Glass , CEO of Discuss.io. They discuss strategies for collecting customer feedback and how to use those insights to help your business succeed. Top Takeaways: Using video can be a great way to connect with your customers and collect their feedback.

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This is the BIG Reason You Make Mistakes

Beyond Philosophy

THIS is the Big Reason You Make Mistakes. We make a lot of subjective decisions. Without the guide of “right” and “wrong” to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. Focalism is a concept that describes how our minds can overemphasize specific points of information over others, and often the wrong ones.

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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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Customer Service VS. Customer Experience: What is the Difference

Lumoa

We live in a competitive world. Every business wants loyal customers, but figuring out how to create customer loyalty isn’t easy. While customer service and customer experience are two key terms often used in discussions about customer loyalty… what do they actually mean? Are they different, or are they two ways of describing the same thing? Let’s clear up the confusion with a little head-to-head comparison.

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Successful Tech-Touch Onboarding In Three Steps With Gainsight PX

Gainsight

The onboarding process is a critical predictor of a customer’s success and an essential element for avoiding churn. So imagine, if you will, a product-onboarding process for every new customer that’s intuitive, efficient, and easy to scale. Such tech-touch onboarding would boost brand affinity for end-users who embrace (and would likely evangelize) a product with robust features and functionality that’s also easy to navigate and has built-in responsiveness and support. .

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8 Reasons Why Now is the Time for Contact Center Digital Transformation

Tricia Morris

Often considered a company cost center and the Rodney Dangerfield of departments, contact centers have historically been overlooked and underfunded when it comes to digital transformation initiatives. But doing nothing today is only driving costs even higher – to the tune of millions of dollars – as disconnected agents spend their time trying to get […].

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5 Steps to Delivering Exceptional Customer Service While Working from Home

Oracle

In early 2020, nearly half of US of employees found themselves in a new working environment—their homes. They set up desks, plugged in monitors, and settled in for what now feels like the long haul. And while many will go back to the office when risks abate, a Gartner survey of CFOs and finance leaders found that 74% of organizations plan to keep some of their workforce remote post-pandemic—and they’re not alone.

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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.

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How to Increase Customer Engagement

Lumoa

How would you rate your customers’ emotional investment in your brand? Do they love you? Do they care about what you have to say? Do they connect with what you stand for or do they just see you as one service provider among many? Answering questions like these may take some soul-searching. They strike at the heart of the concept of customer engagement, that oft-used buzzword you’ll find referenced across the internet.

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5 types of customer expectations and why they matter for your business

BirdEye

“One thing I love about customers is that they are divinely discontent. Their expectations are never static- they go up. It’s human nature.”- Jeff Bezos. No matter how hard your team works to exceed customer expectations, the job is never done. It’s a constant work in progress. In this guide, we’ll discuss the 5 different types of customer expectations and how managers can put the right processes in place to ensure that they are constantly staying ahead of them.

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Guest Post: Post COVID-19 Retail–How Contactless Payments Will Impact Customer Experience in the Future

ShepHyken

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He writes about the advantages of contactless transactions for both employees and retailers during the pandemic and beyond. The COVID-19 pandemic has introduced us all to the new world that is still adjusting to strict social distancing regulations and lockdown and quarantine periods.

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Personal Narratives Bring Retailers Closer to Consumers

NetBase

Retailers are always on the lookout for a way to connect with consumers, and what better way than capturing their exact verbatims about your brand? Our “personal narrative” theme makes short work on this challenging goal, offering companies amazing insight into the loves (and hates) of consumers. Let’s see how that looks! In this article we will cover vital information on: Why brands’ searching isn’t always enough and how filters can help pull specific information you’re lookin

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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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Part 1: Using Data from Reports to Improve B2B Customer Support

Team Support

Reports. We all have to run them, and read them, and receive them, or submit them, and definitely explain them. But sometimes we get so caught up in the actions surrounding reports that we neglect to actually understand them. As a customer service professional, you have all sorts of data at your fingertips. From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to

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The Importance of Contextualizing Realtime Player Marketing – Part I

Optimove

Identifying the ideal time to communicate with every player is one of the toughest questions you face with realtime marketing today in Real Money Gaming. At least a portion of communications can be easily timed like triggering messages to players in reaction to realtime activities. This provides you with the opportunity to strike while the iron is hot and communicate with your players when they are most likely to convert.

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MVP vs MVE

Storyminers

Minimum Viable Product (MVP) is a popular term that speeds software products and other services through the design process. The concept’s essence is to release early so that potential users can participate in design through their early feedback. The more learning cycles of the development team and prospects go through together, the better the product, the better-tuned the features, and the faster the development.

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Customer Churn Software: Can You Improve Customer Relationships During a Crisis?

ClientSuccess

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. No matter how quickly your team adapted to this ‘ new normal ’, however, you’re more than likely dealing with unforeseen customer churn.

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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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How to Manage Your Google My Business Photos

ReviewTrackers

Your Google My Business photos are deciding factors when it comes to attracting customers. These images are the first impression of your business. They can attract customers or drive them away. When asked about the important elements in local search, people ranked profile images (24 percent) as the deciding factor. By adding the right photos and allowing select images from customers, you can create an attractive digital gallery that will make people want to visit your establishment.

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Thriving in Customer Experience on a Tight Budget

ClearAction

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity to strengthen innovation and business processes.

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Women in Leadership: My journey in Customer Experience

Talkdesk

The beginning of my story is no different than so many others. Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself. Working as a call center agent seemed like a good opportunity as the money was decent and allowed me to perform my job on a part-time schedule. The path was not easy for an ambitious and curious person such as myself.

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5 Top Customer Service Articles For the Week of August 24, 2020

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. Can Artificial Intelligence Improve Your Customer Service? by Mitul Makadia. (Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, lo

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the