InMoment XI
JULY 10, 2014
In customer experience management, two very divergent trends are coming to a head and could potentially change completely the way the industry does business. On one hand, programs are more and more targeted towards the individual customer. On the other, personal data and data-protection regulations are becoming more and more restrictive. Already this collision means.
Win the Customer
JULY 7, 2014
'Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience.
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Kristina Evey
JULY 9, 2014
'Getting new customers, keeping those customers, and making more money are the goals you have for your business, right? Then let me share one of the most crucial factors into setting up that equation – DEFINE your ideal desired company culture ! If I could shout this from the mountain tops, I absolutely would. All of the clients I work with online and in person have struggled with this concept initially.
CX Journey
JULY 10, 2014
'Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. It appeared on their blog on March 17, 2014. What is big data? and how is it used to deliver a great customer experience? "Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources.
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InMoment XI
JULY 10, 2014
In customer experience management, two very divergent trends are coming to a head and could potentially change completely the way the industry does business. On one hand, programs are more and more targeted towards the individual customer. On the other, personal data and data-protection regulations are becoming more and more restrictive. Already this collision means.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Comm100
JULY 10, 2014
Thank you pages – pages that are displayed following the completion of a sale – are generally last on the list of content priorities for any brand or online retailer. After all, the sale has been made, the conversion is complete and it’s time to look for new customers and the next big sale, right? Wrong. The best business owners know that the probability for selling to an existing customer is 60-70%, whereas the probability for selling to a potential client, someone who has never purchased from
Strativity
JULY 10, 2014
Taylor Swift is likely not your first choice customer experience guru. However, that doesn’t mean she can’t teach you a thing or two. Taylor, like most of us, is struggling with the changing world of technology. We all try to update our look and keep up with ever-evolving trends. We do this partially for ourselves but mostly because it’s how we stay relevant to our fans or to our customers – which can be stressful.
InMoment XI
JULY 10, 2014
In customer experience management, two very divergent trends are coming to a head and could potentially change completely the way the industry does business. On one hand, programs are more and more targeted towards the individual customer. On the other, personal data and data-protection regulations are becoming more and more restrictive. Already this collision means.
Customer Interactions
JULY 7, 2014
'At the NENA Conference recently, I had the opportunity to moderate a panel on the “Synergy between 9-1-1 & FirstNet.” Joining me for this enlightening discussion were: Jackie Mines (Director, Division of Emergency Communication Networks, Department of Public Safety, State of Minnesota, Walt Magnussen (Director for Telecommunications at Texas A&M University and Director of the TAMU Internet2 Technology Evaluation Center - ITEC), and Amanda Hilliard (FirstNet Outreach Director).
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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
PeopleMetrics
JULY 9, 2014
'At PeopleMetrics, we are in the storytelling business. So naturally, we talk a lot about customer service stories gone bad. Our inboxes are full of horror stories forwarded from friends and family, and most of our conversations sound like, “Did you hear about that Comcast fiasco with Food Network Star Alton Brown ?” Most days, I cannot get the United Breaks Guitars song out of my head.
InMoment XI
JULY 9, 2014
If you’re measuring dealer network performance for the world, common elements in your customer experience program are critical. Some thoughts as you are considering taking your program global. Until next time. @christravell.
Horizon CX
JULY 6, 2014
My wife and I just returned from a week of vacation in. southern France. It was the first. vacation in decades that we can both claim to have completely disconnected from. our daily routine—no cell phones, no Internet, no car, no bills, and no. thoughts about the work we both left behind and that we knew would continue to. accumulate in our absence.
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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Amity
JULY 8, 2014
Knowing how many customers a single CSM can successfully manage will vary with each company. The one common challenge we all face is how to increase the ratio in order to scale your customer success organization while maintaining costs. First you need to have a complete understanding of the functions performed by your CSM staff. This is also known as “Workflow” There are many ways to determine this however one way is to pull your senior CSM’s into a working session to outline
InMoment XI
JULY 9, 2014
If you’re measuring dealer network performance for the world, common elements in your customer experience program are critical. Some thoughts as you are considering taking your program global. Until next time.
Horizon CX
JULY 6, 2014
'My wife and I just returned from a week of vacation in southern France. It was the first vacation in decades that we can both claim to have completely disconnected from our daily routine—no cell phones, no Internet, no car, no bills, and no thoughts about the work we both left behind and that we knew would continue to accumulate in our absence. As a Customer Experience Professional, customer experience is always in mind and I naturally react to any and all personal experiences throughout my dai
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
Customer Interactions
JULY 10, 2014
'Two of the major topics of discussion at last month’s IFSEC International event in London were PSIM and Safe Cities, which naturally converge to help cities secure major sporting events. One such example is our recent project with Glasgow, the largest city in Scotland, and host of the Commonwealth Games that begins in just a few weeks. The city is using NICE Situator to consolidate data from sources such as CCTV and traffic control within a single operations centre.
InMoment XI
JULY 9, 2014
If you’re measuring dealer network performance for the world, common elements in your customer experience program are critical. Some thoughts as you are considering taking your program global. Until next time.
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