eglobalis
SEPTEMBER 8, 2020
Use Criticism to Improve Your Customer Experience and employee experience products and services. The post Customer and Employee Criticism: Your Leverage Tool for Growth appeared first on Eglobalis.
Calabrio
SEPTEMBER 9, 2020
The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Let’s face it, the workplace will forever look different. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had.
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Keatext
SEPTEMBER 11, 2020
The post Insights with impact: How AI technology improves CX appeared first on Keatext.
Beyond Philosophy
SEPTEMBER 10, 2020
Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this phenomenon in a recent podcast and how we all do this. For example, I think the Luton Town Football Club is the best team in the world.
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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.
TechSee
SEPTEMBER 9, 2020
Right across the housing sector, tenants aren’t just seen as renters anymore – they are now considered clients. They want to communicate on their preferred channels, receiving personalized content and proactive services. This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Joe Rawlinson
SEPTEMBER 10, 2020
Do you have a hobby that you cannot wait to get home to after work? Is there a way to monetize it and turn it into a profitable business? These are questions that many people ponder as they make their way home from another dull day at the office. If you think that there is a possibility that you could turn your hobby into a business, it might be time to stop daydreaming about it and make your vision a reality.
Experience Investigators by 360Connext
SEPTEMBER 8, 2020
What is Your Team Saying — And Hearing — When it Comes to CX? Customer experience is a broad, often misunderstood topic. To deliver consistent, positive experiences, you need consistent, positive communications. It’s difficult to change things for the better when there are pervasive falsehoods, fables and factually-questionable stories traveling throughout your organization.
Pointillist
SEPTEMBER 10, 2020
By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. Customer journey orchestration enables enterprises to engage prospects and customers at optimal points along their journeys, in real time and through the most effective channels.
ShepHyken
SEPTEMBER 8, 2020
Getting Inside Your Customer’s Imagination. Creating a Company with the Best Customer Experience Culture. Shep Hyken interviews Chip Bell , customer service keynote speaker and bestselling author. They discuss the 5 Secrets from his new book, Inside Your Customer’s Imagination , that can help organizations better understand their customers. Top Takeaways: Good customer service and experience principles can be applied in any relationship—professional or personal.
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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
Kate Nasser
SEPTEMBER 6, 2020
Great nurses teach us the following powerful relationship lessons. Use these lessons in business! Insight fr Kate Nasser, The Poeple Skills Coach™, Author of Leading Morale. The post Powerful Relationship Lessons: Best Nurses Teach Us These | #CustServ #PeopleSkills appeared first on KateNasser.com.
ProProfs Chat
SEPTEMBER 9, 2020
“How do we get ardent customers for our brand?”. “From where do we start?”. If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. Before turning into global names, brands like Starbucks and Amazon might have faced the same challenge. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points.
BirdEye
SEPTEMBER 11, 2020
The global pandemic and resulting shut down caused by COVID-19 has changed everything. At the individual level, people’s lifestyles have changed dramatically, including their values and purchasing decisions. What are the implications of changing consumer behavior for businesses as they adjust to the “new normal?”. BirdEye works with over 60,000 businesses of all sizes–and across all industries–which gives us a unique viewpoint into how businesses are evolving to adapt to the rapidly changing bus
Lumoa
SEPTEMBER 8, 2020
Do you remember punch cards? They were often a staple of sandwich shops and ice cream parlors. After so many visits, you would be the lucky recipient of a free item. What a thrill it was to present your fully punched card, then immediately start on the next. Simpler times, right? Measuring customer loyalty these days is a little more complex. Long gone are the days of punch cards.
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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ShepHyken
SEPTEMBER 9, 2020
We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service. The result is that they are delighted. But what happens when the intended surprise does not delight? That’s exactly what happened to my friend and fellow professional speaker, Beth Terry. She has a three-bedroom home.
One Millimeter Mindset
SEPTEMBER 10, 2020
Are you too professionally tired? Especially as you continue to ride the 2020 roller coaster of uncertainty and ambiguity. Realize that you are not alone. You have lots of company. Of course you are competent, capable and resilient! No doubt about it. Also, you are great at showing up and working hard. You know the drill: carrying on carry on. Yet the weight of all that showing, working and carrying on takes a toll on you.
Heart of the Customer
SEPTEMBER 10, 2020
On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached the fifth step: Enable Action by Removing Barriers. (Catch up on earlier posts in the series here!) According to our forthcoming work on understanding how companies improve their customers’ journeys, […]. The post Enable CX Action by Removing Barriers appeared first on Heart of the Customer.
Beyond Philosophy
SEPTEMBER 5, 2020
Why What We Believe Is Sometimes Just Wrong! Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best. Moreover, many organizations that never get close to the championship have fans who would say these teams are the best. For this last lot, the claim that their team is “the best” creates some serious conflict compared to reality.
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
ShepHyken
SEPTEMBER 11, 2020
This week we feature an article by Steven Van Belleghem , author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations. This is a turning point. The world is at a turning point. Not just because of COVID-19. The pandemic merely accelerated a number of trends that were already emerging.
BirdEye
SEPTEMBER 8, 2020
Birdeye Webchat is a powerful tool that allows businesses to engage with site visitors in real-time and convert them into leads–not to mention improving existing customer satisfaction. Today, BirdEye is proud to announce the next evolution for Webchat, an integration with Google Analytics that allows businesses to understand: How website visitors use the Webchat on their website A visitor’s journey on their businesses website Wait times in chats for insights into why operators miss a chat.
Eptica
SEPTEMBER 10, 2020
Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. Author: Trevor Davies, Head of Products, Enghouse Interactive According to research by Contact Babel for the UK Contact Centre Decision-Makers Guide, 95% of contact centres now use call recording technology and only 1% said that they have no intention of introducing call recording in the future. 19% of UK contac
Talkdesk
SEPTEMBER 10, 2020
Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries. In some cases, organizations saw themselves dealing with more calls while transitioning to a WFH practice.
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ShepHyken
SEPTEMBER 7, 2020
Each week I read a number of customer service and customer experience articles from various 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. Winning means losing in the game of customer retention by Linda O’Grady. (CMO) All too often retention is a blanket goal.
Interactions
SEPTEMBER 10, 2020
What a difference a year can make. Let your mind go back in time to Q4 of last year: a time of wanton consumerism and high hopes. Post-Black Friday, shoppers pumped $730.2 billion into the US economy during the 2019 holiday shopping season. You probably contributed to this yourself, as you desperately searched in stores and online for that must-have toy or perfect present.
NetBase
SEPTEMBER 7, 2020
The pandemic has been hard on consumers financially. Many are out of work and none are overly eager to spend on holiday sales this Labor Day. And this is why there’s a very wise push for brands to help consumers shop for jobs instead of sales today. And one company is behind this consumer and market intelligence -informed effort. #LaborDayOn Effort Helping Consumers Find Jobs.
Hello Customer
SEPTEMBER 11, 2020
For many companies, the customer service desk is the beating heart of customer interactions. No matter the industry you’re in, your customer service desk needs to be reliable, agile, and solution-driven. Still, it is often seen as a department that eats up money, rather than one that can boost profitability. But how exactly can you make your customer service desk more profitable?
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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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