Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below.

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Leadership Customer Experience 2020 Customers 305

Heart of the Customer

DECEMBER 12, 2020

CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. And in today’s world, 10 out of 10 of those initiatives will involve technology in some way. (Actually, given all the ways we’ve gone virtual due to COVID-19, make that 12 out of 10!) At Heart of […]. The post What Can the CX Tech Stack Do for You?

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inSided

DECEMBER 16, 2020

2020 has been a year filled with unique circumstances. While customer behavior and engagement preferences have already seen drastic changes in recent years, this year really upped the ante for CS teams around the globe.

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2021 Customer Success 2020 Customers 59

GetFeedback

DECEMBER 16, 2020

COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders.

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2021 Customer Experience Customers Article 459

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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.

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Experience Investigators by 360Connext

DECEMBER 15, 2020

Listen to this article. There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.

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TechSee

DECEMBER 16, 2020

Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations. Last month, we announced this exciting partnership , which was the culmination of a mutual journey that began with an investment by Salesforce Ventures two years ago, an offering in the Salesforce AppExchange, a

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Talkdesk

DECEMBER 17, 2020

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints.

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Zeisler Consulting

DECEMBER 14, 2020

The Wall Street Journal has a daily column called “Best of the Web Today.” Its originator, James Taranto, created it as a bit of a light-hearted end-of-the-day quick-hit piece with a bit of political commentary thrown in as well. A recurring gag is to make little jokes about headlines published around the Web that, regardless of the actual story attached, sound funny or irreverent when read on their own.

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ShepHyken

DECEMBER 16, 2020

I’m often asked what the best way to disrupt the competition is. The answer is to not compare yourself to the competition, but to the best companies from other industries. In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. The typical answers are Amazon, Zappos, Walmart and other recognizable brands.

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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

Retail

CSM Magazine

DECEMBER 17, 2020

Customer service expert Jeff Mowatt has created a list of Top 10 telephone turnoffs to avoid – or risk alienating your colleagues and clients. Like you, there are times in my work when emails and texts aren’t efficient and I actually need to phone someone and have a real conversation. I’ve made literally thousands of calls over the years and – since I pay particular attention to customer communication – I’ve created a list of Top 10 Telephone Turnoffs.

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Talkdesk

DECEMBER 18, 2020

A 10-year acceleration in ecommerce buying driven by the pandemic, in combination with the seasonal spike in gift buying, is about to create an unprecedented volume of holiday retail returns. Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales. Salesforce also forecasts a 30% increase in service demand for the 2020 holiday season.

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The DiJulius Group

DECEMBER 16, 2020

The results are in! The DiJulius Group top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2020 How to Make 2021 Your Greatest Year by Weaponizing Adversity The Incredible Opportunities Out of the Coronavirus Crisis in Your Personal. Read Full Article. The post The Best Customer Experience Content from 2020 appeared first on The DiJulius Group.

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2020 Customer Experience 2021 Blog 105

ShepHyken

DECEMBER 14, 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 6 Top Customer Experience Trends in 2021 by Julien Rio. (CXM) The digital transformation of companies accelerated significantly in 2020.

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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

One Millimeter Mindset

DECEMBER 17, 2020

Who are the business case heroes and heroines you leverage when working with colleagues and clients? Consider that every business case you create includes a cast of characters you either include or exclude. Possibly because you never even considered these people as part of your story. Or, if there is going to be a hero or heroine, and it is not your products or services, then, voila!

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Innovation 2021 Leadership Communication 98

Hero Digital

DECEMBER 16, 2020

Whether it’s designing the first habitats for colonizing Mars or solving more down-to-earth problems like pollution and poverty, the future abounds with unlimited potential for humanity. Current students studying the STEAM (science, technology, engineering, arts, and math) disciplines will be the ones to harness that potential. It’s vitally important that students from all backgrounds participate, including girls, students of color, and youth from low-income communities.

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ChurnZero

DECEMBER 15, 2020

Criteria Corp’s Customer Success Team (and a few furry friends). Criteria Corp is a leading provider of professionally developed pre-employment screening. Across their suite of aptitude, personality, and skills tests, the group helps organizations make better talent decisions. Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.).

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ProProfs Chat

DECEMBER 16, 2020

Changing shopping trends are likely to reshape this 2020 holiday season. 71% of Americans claimed in early August that their holiday traditions will change by up to 10 points. This impacts the way consumers will spend, travel, shop, and celebrate this season. And it is this change in the consumer behavior landscape that will pose a challenge for all the brands in the market.

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Management Sales Document Brands 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

Upstream Works

DECEMBER 16, 2020

Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs. It is with this information that contact centers can provide more informed and personalized service. Customer experience then becomes a core strategic focus for businesses.

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One Millimeter Mindset

DECEMBER 15, 2020

If everyone is an internal client of everyone else in your organization, then who are your customers? Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. First, they create top-of-mind lists of internal clientele they serve. Next, we conduct the forensic portion of this exercise.

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Workshop Innovation Leadership Definition 88

UJET

DECEMBER 17, 2020

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced

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ProProfs Chat

DECEMBER 17, 2020

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? These are some pressing questions that need your immediate attention. Yes, there’s no doubt that the best possible live chat software helps you manage multiple chats and visitor queries simultaneously; but if not handled properly, operators can

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Measurement

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Published on: December 16, 2020. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him.

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ShepHyken

DECEMBER 15, 2020

Know Your Customers. The Digital, Personalized Customer Experience of the Future. Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft. They discuss strategies for building a successful, digital customer experience without sacrificing the human connection. Top Takeaways: Customer success and customer support are related, but different.

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Connections Customer Success Technology Customer Experience 81

UJET

DECEMBER 17, 2020

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

Strikedeck

DECEMBER 15, 2020

Vincent Manlapaz, in an interview with Mary Poppen talks about managing customer expectations. How do we support customers amid this global pandemic and the lessons it teaches us?

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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