CX Accelerator
OCTOBER 3, 2019
The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
InMoment XI
OCTOBER 2, 2019
This article about MaritzCX was originally published by hrdaily.com.au Shortening the Time to Respond to Feedback Despite an already high engagement score, a national employer has overhauled its engagement survey process to shorten the time it takes between receiving and responding to feedback. In effort to connect and compare employee engagement data with data on.
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CloudCherry
OCTOBER 1, 2019
Hey, we’re only human. And, when it comes to Customer Experience in Marketing- as in all things- we want people to remember that. “It’s simple. When we talk about humanizing the experience, it doesn’t matter what your discipline is. If it’s marketing, if it’s contact center…If you have a customer experience title, it all boils down to treating the customer the way we want to be treated.” – Wise words indeed, and the first of many shared by Becky Roemen – Sr CX Consultant at TTEC Digi
TechSee
OCTOBER 2, 2019
The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable.
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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.
CX Accelerator
OCTOBER 3, 2019
The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BlueOcean
SEPTEMBER 30, 2019
Business is booming? Great! There’s nothing we love more than a good growth story. Your revenue is skyrocketing, which usually means your customers are buying more and you’re gaining more customers. Of course, growth spurts often go hand-in-hand with growing pains. Have you also noticed more customers calling or messaging with questions and concerns?
Customer Bliss
OCTOBER 3, 2019
How does the diversity of your team affect their output and synergy? In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. In her role, Leslie merges workforce development with marketing, working directly with retailers. Leslie’s work involves partnering with stores that have chosen Citi as their private label and/or co-brand card provider.
CX Accelerator
OCTOBER 3, 2019
The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.
InMoment XI
OCTOBER 1, 2019
Celebrating CX Day 2019 Today is CX day, in which we globally celebrate companies and professionals that create great experiences for their customers and employees. As companies and professionals, this is a day when we can reflect on the various customer experience milestones that have been achieved this year, and rededicate ourselves to our customer.
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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
GetFeedback
SEPTEMBER 30, 2019
Watch this 30 minute webinar as we discuss how to measure your customer satisfaction (CSAT) score and use it to improve your customer's experience.
ShepHyken
OCTOBER 4, 2019
This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers. These are not only customers but brand loyals.
Experience Investigators by 360Connext
OCTOBER 1, 2019
Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. If you haven’t already, get your CX Day started with a global good morning from some friends around the globe!
InMoment XI
SEPTEMBER 30, 2019
Recently more and more of our clients are considering adding a significant reward component to their customer experience (CX) programs. This may take place by directly rewarding CX outcomes, or by adding them to an existing reward-based incentive program. Many automotive manufacturers have been using CX outcomes in their reward-based incentive programs for decades.
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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GetFeedback
OCTOBER 4, 2019
How to use survey data collection to optimize your customer experience (CX) across all departments within your organization.
ShepHyken
OCTOBER 2, 2019
A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table. When it got there, it wasn’t prepared properly. On the next attempt, the food came out uncooked.
Heart of the Customer
OCTOBER 2, 2019
Domino’s went and spoiled it. And then Amazon made it worse. It used to be that customers were patient and okay with waiting on your processes. Whether shipping a product, going through underwriting, or applying for a loan, we were okay with waiting in the dark. We didn’t like it. But we accepted that companies […]. The post No News is No Longer Good News appeared first on Heart of the Customer.
Oracle
OCTOBER 2, 2019
The global ecommerce market continues to present a massive opportunity for retailers. According to eMarketer , the global ecommerce market is expected to grow by 20.7% in 2019 to $3.535 trillion, and by 2023, the industry is expected to be worth US$6.54 trillion gross merchandise value (GMV) worldwide. These staggering statistics, however, bely the tremendous pressure today’s online retail businesses are facing.
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
Totango
OCTOBER 1, 2019
Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth. But sustained growth is hard to achieve without a clear path forward. . Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way.
CustomerSuccessBox
OCTOBER 2, 2019
No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. First of all, it’s proof positive that your service provides the value you’ve aimed for it to provide. . More importantly for your business, helping your customers succeed will lead to increased satisfaction—which, in turn, leads to increased engagement, improved retention, and potential brand evangelism.
C3Centricity
OCTOBER 1, 2019
We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well. And customer satisfaction is becoming insufficient to drive growth alone. Companies need to deliver more, a lot more!
Eptica
OCTOBER 2, 2019
Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. Author: Pascal Gauvrit - CTO In the run-up to N ational Customer Service Week , which begins on 7 th October, we’re sharing our thoughts and experiences on the key themes highlighted during this celebration of the importance of the industry.
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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,
Totango
OCTOBER 3, 2019
When you’re a customer, you don’t want to feel like just another face in the crowd. Customers want to know that you understand their unique business goals, even if you have vast numbers of subscribers. That’s why your enterprise needs to give customers the personalization they demand if you want to survive and grow in today’s customer-centered economy.
SurveySensum
SEPTEMBER 30, 2019
Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. CX is a new brand. Why? How? Many researches in the field of CX have revealed that consumers are willing to spend more for a good experience irrespective of brand.
SurveySparrow
SEPTEMBER 29, 2019
Business has been going a bit downhill lately? So, what went wrong? All those data collected religiously could not be leveraged properly? Well, probably you didn’t. Data is so closely-knit with the success of a business today. From customer experience to sales trends, data shines a light on every possible aspect of your business. How do the big fishes like Amazon and Netflix manage to grow exponentially year after year?
Strikedeck
OCTOBER 1, 2019
Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.
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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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