Customer Bliss
AUGUST 3, 2017
Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here.
ShepHyken
AUGUST 2, 2017
There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same. All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with.
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Alida
AUGUST 1, 2017
Eighty degrees and a nice breeze – check. Evening rooftop in New York City and specialty cocktails – check. More than 180 attendees including leaders in media, technology, CPG, beauty and auto – check. At CX and the City on July 18th, industry leaders from Refinery29, Bustle, Elizabeth Arden and Audible shared how they are approaching the biggest challenges and opportunities in customer experience.
GetFeedback
AUGUST 2, 2017
Companies often struggle to personalize their customer interactions and messaging. We'll look at how two types of experience surveys help boost engagement.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Customer Bliss
AUGUST 1, 2017
Episode Overview. Tom is the Principle, Head of Member Experience at Aon Hewitt. While he’s been in customer-facing roles for about 25 years, he’s only been at Aon Hewitt since mid-2016. (Immediately prior, he was a Senior Customer Experience Analyst for Forrester.) Because he’s been in his role about 12 months, most of this conversation is focused on what he set out to accomplish in the first year — and what he thinks the next 6-12 months will look like.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Win the Customer
JULY 31, 2017
According to research by Forrester, 77 percent of consumers claim that “valuing their time is the most important thing a company can do to provide them with good service.”. Businesses that are both thriving and progressive only get to such a level by mastering the art of pleasing and retaining customers. But even so, the best businesses are still more than eager to find new ways to improve their customer service experience.
ShepHyken
JULY 31, 2017
Each week I read a number of customer service and experience articles from various online 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. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. (Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower.
Kerry Bodine
JULY 30, 2017
Journey maps have become one of the most popular tools for understanding and improving customer experiences. (Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular? And why should you invest in developing them? Let’s start with the reasons that the underlying framework of the journey is so important.
Beyond Philosophy
JULY 31, 2017
Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that teach you to tell stories in your own business. As a customer experience consultant, I think this is good.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!
OpinionLab
AUGUST 3, 2017
Do your digital VoC strategies uncover highly actionable nuggets of information? Do these strategies then enable you to drive improvements against broader business objectives – such as increasing revenue and ultimately loyalty? If not, it could well be because you’re asking your customers the wrong questions. Great digital VoC programs lead to great CX.
ShepHyken
AUGUST 1, 2017
Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence. How will artificial intelligence (AI) enhance the relationship you have with your customers? Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better.
Win the Customer
AUGUST 4, 2017
Before ecommerce became a thing, there was only one type of common consumer: shoppers who would go into brick-and-mortar stores to buy what they needed. With the popularity and proliferation of online stores, two new types of shoppers have emerged: webroomers and showroomers. In a nutshell, webroomers are known for doing their homework online by checking out the things they want on websites before buying them in a regular store.
Waypoint Group
AUGUST 2, 2017
Cool quote from Blynn Buckley at Cloudera, a dear client and incredible program manager: “I always think of non-responders like the part of an iceberg you can’t see — there can be dangerous unknowns lurking that put renewals and account health at risk.” The analogy needs little explanation: our research continues to find that silent accounts (those accounts that are […].
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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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Avaya
AUGUST 2, 2017
We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic plan, does it have an impact?”. The answer: No. Here’s why this is so concerning: nearly 80% of businesses identified digital transformation as their top strategic priority last year, yet only a fraction have implemented an enterprise-wide digital strat
CSM Magazine
AUGUST 1, 2017
Unless you have been living under a rock, you can’t have failed to notice the GDPR compliance deadline is looming. By the 25th May 2018 all organisations serving customers across Europe need to comply with the new legislation. Regardless of the UK leaving the EU. Yet, IT Governance reported this month that 68% of a survey sample have yet to update their processes to reflect the new data subject rights.
Storyminers
JULY 31, 2017
I n terview w i th M i k e W i ttenstein, F o un d e r of Storyminers as seen on the Digital Customer Experience website . T ips from an Expert in design thinking, c u s tomer e x p e rience and the power of story. Is there a difference between customer experience and digital customer experience anymore? Customer Experience used to focus on what happened in the real world and Digital Customer Experience used to focus on what happened online.
Eptica
AUGUST 2, 2017
Date: Wednesday, August 16, 2017 Five ways retailers can improve CX ahead of Peak. Published on: August 16, 2017. Author: Anne-Merete Jensen Planning ahead is central to retail success, which is why during the summer months many retailers are already preparing for the Peak festive shopping season , the busiest part of the retail calendar. Given the importance of customer experience to sales success at this crucial time of year, optimizing CX is high on the list of priorities.
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.
ShepHyken
JULY 31, 2017
Each week I read a number of customer service and experience articles from various online 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. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. (Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower.
Avaya
AUGUST 1, 2017
When it comes to the customer experience (CX), things are still a bit complicated. Case in point: 89% of companies are believed to be competing based on the CX , yet research shows that almost half think the CX is too difficult. It starts to make sense, then, why 87% of customers think brands need to put more effort into providing consistent experiences.
Topdown
AUGUST 4, 2017
In “Why Your Business Needs to Know About — and Prioritise — ‘Operational Customer Experience’” , Alok Kulkarni asserts that “there is a crucial element of CX that has been overlooked within the customer engagement management landscape. It’s called Operational Customer Experience (OCX) — applied effectively, it could transform the way your company communicates.
Eptica
AUGUST 2, 2017
Date: Wednesday, August 2, 2017 Transforming customer experience in local authorities. Published on: August 02, 2017. Author: Neil Cox The public sector faces three key challenges, particularly when it comes to customer experience. Firstly, in an age of austerity there is growing pressure on resources, meaning it need to continually become more efficient.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
Magellan Solutions
JULY 30, 2017
One reason why business owners are constantly looking out for ways to differentiate themselves from the rest is that of the highly competitive business climate today. It seems that if you do not make your company or brand memorable to your customers, your vision of success becomes more difficult to realize. This explains why some businesses are becoming more aggressive and at times, unconventional, in their customer acquisition and retention programs and sales and marketing strategies.
ShepHyken
AUGUST 2, 2017
There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same. All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with.
ReviewTrackers
AUGUST 4, 2017
Thanks to the rise of websites like Glassdoor and Indeed.com, more and more employees are making their voices heard. They’re rating their interview and employee experiences. They’re talking about the pros and cons of the job and sharing details of their working lives. They’re expressing their feelings about their CEOs and leadership team with a thumbs up or thumbs down (or smileys or frowns).
Eptica
AUGUST 2, 2017
Date: Wednesday, August 9, 2017 How to build a business case for a CX technology project. Published on: August 09, 2017. Author: Neil Titcomb Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. But any investment in new technology will be competing against multiple other disciplines for budget and management time.
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
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