InMoment XI
OCTOBER 22, 2019
Employee Engagement Creates Value in the Workplace According to the Business Roundtable, “investing in employees” was the second highest priority among 181 CEO’s of the world’s top organizations. “It’s the only way to be successful over the long term,” said Chase CEO and Business Roundtable Chairman, Jamie Dimon. This consensus among business leaders is further.
CloudCherry
OCTOBER 23, 2019
Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service. Kaye Chapman is the Learning & Development Manager at Comm100 , an internationally-experience writer and trainer, a Contact Centers Specialist, and this week’s honored guest.
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GetFeedback
OCTOBER 21, 2019
A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge.
Experience Investigators by 360Connext
OCTOBER 22, 2019
What Does the Future of CX Look Like? It’s crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond?
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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.
Customer Bliss
OCTOBER 24, 2019
Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Mastercard, Neiman Marcus, and many others have added this high-level position to their C-suite as well, increasing their focus on customer growth and relationships.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
GetFeedback
OCTOBER 21, 2019
Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time.
Beyond Philosophy
OCTOBER 25, 2019
The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. I wondered what the secret was to their success. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.
TechSee
OCTOBER 22, 2019
Many common customer issues can be easily predicted. An expired credit card means a payment won’t go through. A purchase of a complex smart device means installation guidance will be needed. A coffee machine that’s in daily use will require maintenance after a year or so. If these problems can be anticipated, they can be prevented with Next Issue Avoidance.
Customer Bliss
OCTOBER 23, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer.
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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
OCTOBER 21, 2019
Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time.
Beyond Philosophy
OCTOBER 25, 2019
Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience.
ShepHyken
OCTOBER 23, 2019
Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing. The TV went on, but there was no cable or Internet signal. There was an outage. Obviously, the cable company didn’t do this on purpose.
Oracle
OCTOBER 23, 2019
This is a preview of the on-demand webinar, AI for Modern Sales Teams. Artificial intelligence (AI) is helping modern sales teams better understand customer needs and sell more effectively. In a webinar co-hosted by Aberdeen and Oracle, Aberdeen VP and Principal Analyst Omer Minkara discusses research that reveals brands with best-in-class sales organizations that are supported by AI tools achieve results such as: 99% year-over-year improvements in revenue from customer referrals. 77% improvemen
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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Upstream Works
OCTOBER 23, 2019
Customer Experience Management is the means by which an organization captures, measures, evaluates, and acts on all customer experiences, across all touchpoints on the customer journey. There are so many different types of customer experiences today compared to even ten years ago. When a customer is engaging with a brand, they could be: walking into a brick and mortar store, researching brands on social media, taking online surveys after making a purchase, interacting with a bot on their tablet,
Beyond Philosophy
OCTOBER 22, 2019
Understanding Customer Habits: A Practical Guide. Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. However, when it goes the other way, well, let’s just say some habits are meant to be broken. Understanding what habits are and how they work is vital to your Customer Experience.
ShepHyken
OCTOBER 25, 2019
This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Ensuring your clients have an amazing experience when interacting with your brand is one of the best ways to encourage repeat and referral business.
Michel Falcon Experience
OCTOBER 21, 2019
I had the pleasure of sitting down with best-selling author, and culture and marketing leader Bob Glazer. We dive into the importance of customer service for your employees, why companies struggle with authenticity and more. FOLLOW ME ON SOCIAL: Instagram — [link]. Facebook — [link]. LinkedIn — [link]. CONNECT WITH BOB GLAZER. Instagram — [link].
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
Heart of the Customer
OCTOBER 24, 2019
A few months ago, I was interviewing a Senior VP customer of my client, and asked her, “Do you have a relationship with [my client]?” She replied, “Well, yes, we have a commercial relationship…” I cut her off (probably a bad thing to do in an interview!) and said, “I’m sorry, I didn’t explain myself well. […]. The post In CX, Relationships Matter appeared first on Heart of the Customer.
Russel Lolacher
OCTOBER 22, 2019
Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. There is certainly a lot of messaging, slogans and words on the value put on this, but how it shows up in action from organizations is what matters.
Influitive
OCTOBER 23, 2019
Great user experience hinges on your ability to understand how consumers think. It’s all well and good if your product feels intuitive to you, but if your customers don’t feel the same way, they won’t continue using your platform. Involving your user base directly into your design processes is necessary to ensure your product’s user. The post The 5 Stages of Customer Centric Design appeared first on Influitive.
ProProfs Chat
OCTOBER 25, 2019
With so many options in the market, brands find it challenging to cultivate long term business relationships with their customers. They know that once established, success is guaranteed. With strong customer relationships in place, a business gets to: Increase customer base. Boost sales. Improve business potential. But for a brand to reach that level, earning long-term loyalty becomes a thriving factor.
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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,
Talkdesk
OCTOBER 23, 2019
John Paul , part of the AccorHotels group, is an exclusive provider of luxury and premium loyalty, offering its clients best-in-class concierge service, relationship marketing/events, and cutting edge digital expertise. John Paul combines the unique know-how and skills of its 700 Concierges, and the operation of a global digital platform, with ultra-personalized content thanks to its innovative proprietary technology. .
Eptica
OCTOBER 23, 2019
Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. Published on: October 23, 2019. Author: Olivier Njamfa - CEO & Co-Founder Businesses today are operating in a fast-changing world. They face greater competition than ever before and need to innovate to successfully embrace digital technologies.
Call Experts
OCTOBER 23, 2019
Sometimes, when a customer contacts you, they are arriving frustrated and in need of help. Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs. Your support team must hear your customers and offer solutions, all while speaking authentically with your brand’s voice, values, and intentions.
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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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