Alida
JULY 11, 2017
Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Customers are feeling indifferent.
Customer Bliss
JULY 11, 2017
Episode Overview. Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. I’ve known her for several years and I thought she’d be a great guest because of the tech space background, the multiple times experiencing the role, and her overall understanding of products, experience, and how to
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InMoment XI
JULY 10, 2017
Making the Customer First in Everything You Do The often-used statistic according to Gartner is that 89% of companies differentiate on the basis of customer experience. It’s no doubt the pressure is on to create the best CX program. Whether it’s analyzing the customer journey or deep diving into feedback using text analytics, the process. View Article.
GetFeedback
JULY 11, 2017
Ticketfly uses GetFeedback to scale its support function and improve its customer experience. Learn how the events platform boosted agent productivity.
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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.
Alida
JULY 14, 2017
There was a time when the only way to get a Dell computer was to go directly to the company. The PC giant long ago decided to sell through partners and retail channels too, but today some established brands are opting to experiment with their own direct-to-consumer (DTC) models. They have good reason. According to Nielsen, 90 percent of consumers would rather buy directly from a brand if they could.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JULY 10, 2017
Making the Customer First in Everything You Do The often-used statistic according to Gartner is that 89% of companies differentiate on the basis of customer experience. It’s no doubt the pressure is on to create the best CX program. Whether it’s analyzing the customer journey or deep diving into feedback using text analytics, the process.
ijgolding
JULY 14, 2017
“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose. The difference between a user story like the one above, and meeting a customer’s overall goal. It is important to understand the difference between the two, because how you frame the interaction determines how your customer will experience it.
Alida
JULY 13, 2017
Retail has hit a rough patch. It’s undergoing tremendous transformation as physical stores close and once-venerable brands shrink their footprint. E-tailers, on the other hand, are establishing their own bricks-and-mortar presence and acquiring others. The key to survival in the age of Amazon is customer experience, but few are doing it well enough to gain the necessary competitive advantage and are leaving their customers indifferent, according to the recent 2017 Global Customer Experience Tren
Beyond Philosophy
JULY 12, 2017
If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but one that stands out to me most is this: “ Obsess over customers, not competitors.”. Most companies are obsessed with their competitors. Their mission statements might suggest that they are dedicated to their customers, but in reality, all they do is constantly check up on what their rivals in business are up to and try to emulate them.
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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 Bliss
JULY 13, 2017
Interesting post recently by Jason Fried, the founder of Basecamp and 37 Signals, over on Medium. Here it is. He talks about the value of ignorance in business — I considered doing a headline like “ignorance is bliss,” i.e. playing off my last name, but decided against it — and says this: I think a lot of folks are spending way too much energy trying to know it all.
QuestionPro Audience
JULY 11, 2017
A year ago, we published a series of best practice for questionnaire development. This year, we would like to highlight some common mistakes that research practitioners should avoid, to ensure their data collection effort is not wasted. We are calling them The Seven Deadly Sins Of Questionnaire Design. The Seven Deadly Sins emerged from an ecclesiastic era, and since then have evolved as broader ethic markers for those who prefer disinfected consciences.
ShepHyken
JULY 12, 2017
My brother, Rusty Hyken, was on a trip to Utah with his wife and two dogs. It’s a leisurely three-day drive for them. He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” All of them said, “Yes.” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room.
Peter Lavers
JULY 14, 2017
I had the pleasure this week of being invited to Wimbledon by IBM to see for myself how their systems, artificial intelligence, and cognitive tools (Watson) underpin the customer experience. What?! Isn’t Wimbledon all about ‘being there’? The atmosphere; the proximity to the athletes and pundits; the strawberries! Doesn’t the world divide for two weeks in July between those who are there and those who would like to be there?
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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Storyminers
JULY 10, 2017
This GUEST CORNER feature is by Richard R Shapiro. Image by Jonathan Kim. We are witnessing a convergence of forces that are moving customer loyalty to the edge of extinction. As consumers, we are empowered by increasing control over the retail process. Herein lies the challenge for retailers: to engender loyalty – but the loyal customer is an endangered species.
Avaya
JULY 13, 2017
Today, nearly every financial process has been digitally redefined. 94% of customers now use their smartphones to check account balances and recent transactions. Over 60% of customers would consider storing key documents in a “virtual vault”. Overall, nearly two-thirds of customers globally are using FinTech products or services. For financial service providers (FSPs), digital transformation has become a means of survival in an age of rapid innovation.
ShepHyken
JULY 11, 2017
Carol Lee Andersen on How to Gain and Use Employee and Customer Feedback. Are your employees fulfilled, appreciated, and understood? Shep interviews Carol Lee Andersen , the President of Questback North America, about the importance of listening to not just your customers, but also to your employees. And, she shares the advantages and occasional difficulties of doing so.
West Monroe
JULY 11, 2017
If you’re like me, Prime Day gets you excited for a good deal. I’ll admit it, I spent a good 20-30 minutes scrolling through the upcoming deals and adding several to my “Watching” list. If you’re Jeff Bezos, you’re excited that Prime Day is going to increase Amazon’s market share even further…. Here are four ways Amazon is using Prime Day to continue crushing competition: Increasing Amazon Prime memberships.
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
Clicktools
JULY 13, 2017
by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. The digital transformation has allowed us to market more strategically to our customers. But it’s also caused our customers to want more—more engagement, more value, more memorable experiences—from our companies overall. And, they want it on their terms. Customer journey mapping has become a trendy way for businesses to make sense of their customers’ expectations and opinions throughout a product or service life-cycle.
Influitive
JULY 14, 2017
A new IDC report has found that one organizational tactic has grown 570% YOY among B2B vendors (and no, we don’t mean ABM). It’s customer advocacy programs. Last year, only 10% B2B vendors surveyed had a customer advocacy program in place, according to the IDC research. This year, “The Role of Marketing in Customer Advocacy”.
Eptica
JULY 12, 2017
Date: Wednesday, July 12, 2017 Are insurance companies meeting the CX quality expectations of today’s consumers? Published on: July 12, 2017. Author: Angus Prentice Everyone involved in customer experience knows that customers are becoming more demanding, and are continually expecting more from their interactions with organizations. They want quality conversations with brands if they are to remain loyal for the long term.
NICE inContact
JULY 11, 2017
“Beyond Expectations.” This simple tagline sits at the forefront of Focus Services ’ business vision. For a global, call center service provider with more than 3,000 employees across 12 facilities, it may sound like a bold statement. In a world where customer expectations and needs seem to change almost daily, how does a contact center stay one step ahead of it all?
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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,
Heart of the Customer
JULY 13, 2017
I was recently interviewed by Unitron Magazine on best practices in patient experience–check it out here: Unitron Magazine Heart of the Customer Interview. The post Interview: Best Practices in Patient Experience appeared first on Heart of the Customer.
CSM Magazine
JULY 14, 2017
Customer satisfaction has always been a key contact centre metric, but now increased emphasis on customer experience has made it a focus for many boardrooms. . Contact centres are on the frontline when it comes to customer experience, so with pressure mounting, many are asking how they can further their customer satisfaction (CSAT) scores. The modern customer is used to getting what they want, when they want it.
Stella Connect
JULY 14, 2017
If you caught Seth Godin’s recent post “ Four ways to improve customer service ,” maybe you reacted the way we did (“AMEN!”). Seth’s “four ways” really are the pillars upon which leading brands build their reputations and business success. We’ve seen this firsthand. It’s the exact approach we’ve championed and helped brands adopt since we first became a company.
Michelli Experience
JULY 11, 2017
I first heard about “ it” in a Harvard Business article in 2016 and subsequently have been asked about “it ” by clients and colleagues alike. “ It” is yet another entrant into the C-suite. “It“ (actually a she or he) is a Chief AI Officer (CAIO). That’s right a human Chief Artifical Intelligence Officer ( not a machine or robot occupying an executive office ).
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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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