Integrity Solutions
NOVEMBER 23, 2020
A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do. Culture isn’t just about one function or department or role.
CX University
NOVEMBER 21, 2020
Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. In fact, the term has extended its reach beyond the boardroom and is used just as frequently by tactical and operational teams alike, but what does it mean? Customer-facing teams in sales and service-orientated environments embrace the concept.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Daniel Group
NOVEMBER 24, 2020
What should you do next for a powerful customer feedback program? Today, businesses are talking more about “customer experience.” Things may have progressed further at your company, and management has approved starting a formal customer feedback program. A variety of other activities are underway to launch this customer experience improvement effort.
eglobalis
NOVEMBER 22, 2020
Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.
Advertisement
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.
ShepHyken
NOVEMBER 27, 2020
This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. Unfortunately, for many businesses, this is true. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
NOVEMBER 26, 2020
Now more than ever, many businesses are searching for effective ways to improve field service. Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. Augmented Reality and Field Services. Augmented reality (AR) has come a long way from its science-fiction origins.
One Millimeter Mindset
NOVEMBER 26, 2020
In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. However, this is a very different year for all of us. And so is this blog post. Because the reality of 2020 is that all of us are wrestling with two sentiments: what we are grateful for in addition to a profound sense of loss. Especially as I continue to offer my condolences to friends, colleagues and clients who lost loved ones during 2020.
ShepHyken
NOVEMBER 25, 2020
As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients. I’m sure you’ll have a few more to add to this list.
Calabrio
NOVEMBER 25, 2020
This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.
Advertisement
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
Totango
NOVEMBER 25, 2020
Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. As a result, if a user isn’t fully satisfied with their service , switching providers can be done in a day’s time.
Eptica
NOVEMBER 24, 2020
Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Published on: November 24, 2020. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. But many still struggle to build empathy into their customer service interactions – why is this?
CSM Magazine
NOVEMBER 27, 2020
The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. Four out of ten businesses reported that they had found working from home ‘more effective’. The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home.
Ecrion
NOVEMBER 25, 2020
What Is DX? | Why Is DX So Important? | How to Improve DX. No matter what type of business you operate, your customers’ digital experience is one of the most important metrics to focus on. This is especially true given the impact the COVID-19 pandemic has had on companies across the world. But not every entrepreneur fully understands what digital experience is or why it matters.
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.
.png)
Talkdesk
NOVEMBER 24, 2020
The patient experience is undergoing a profound change. Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. The result is a greater demand for alternative ways of receiving care, with 77% of patients preferring home and virtual care over in-person visits to hospitals and clinics.
Storyminers
NOVEMBER 25, 2020
Mike is the CEO of Storyminers. They help leaders win adoption for their boldest ideas and strategies. They know why people fight change, and how to engage and inspire them. He’s an inspiring CX professional and it has been a real pleasure to discuss as he’s a true storyteller. In this podcast we cover the next topic: Why CX design shouldn’t be about ROI.
One Millimeter Mindset
NOVEMBER 24, 2020
Start telling the 2020 stories clients really need to hear: purposeful pandemic stories. These stories are about the stuff clients really need to know when deciding to do more business with you moving forward in 2021. Ah 2020. From this year forward, we all share a common story about how we moved one millimeter beyond what is professionally comfortable.
mopinion
NOVEMBER 24, 2020
It has been said that having a good Voice of Customer (VoC) program leads to improved client retention, better employee engagement and less spending on customer service. And while this is entirely true, it seems that many businesses still fail to implement and manage an effective VoC program. In fact, far too often we see […]. The post The Ultimate Guide to the Voice of Customer (VoC) appeared first on Mopinion.
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
Talkdesk
NOVEMBER 23, 2020
Three years ago, I had planned a vacation with my entire family, our first-ever trip to Europe. It was a different time, I know. As a Delta frequent flyer, I’ve flown over 2 million miles. I’m a proud medallion member. The morning of the trip, I got the call that our flight was canceled. What a nightmare! Seven family members stuck and sad after all that planning, scheduling — and spending — for the trip of a lifetime.
Vanilla Forums
NOVEMBER 24, 2020
Customer experiences are so important to the world of modern branding and marketing that they must be put at the forefront of any growth strategy. Long gone are the days when your job was done the moment you completed a sale. Today, it’s all about building lasting relationships, and in no case is this more true than with B2B companies seeking to maximize their customer lifetime value.
kommunicate
NOVEMBER 21, 2020
Google Dialogflow recently introduced Dialogflow CX (Customer Experience) – a powerful tool for creating advanced virtual agents. Dialogflow CX provides a new way of designing virtual agents, taking a state machine approach to agent design. This gives a clear and explicit control over a conversation, a better end-user experience, and a better development workflow.
Cyara
NOVEMBER 25, 2020
Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less ( 46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) and worrying more about our health, future and job security as the pandemic predictions stretch out into 2021.
Advertisement
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,
iPerceptions
NOVEMBER 25, 2020
What people think of a brand can make or break it. So, how can you measure people's perceptions of your brand, and what can you do to lift them? The post Brand Perception: How to Measure, Monitor, and Improve It in the Age of CX appeared first on Astute.
CSM Magazine
NOVEMBER 27, 2020
As a business owner, it might be easier for you to find a good excuse for not providing customers with quality of services they expect from you. Especially when finding the reason behind a customer’s bad experienc e and making efforts to improve your services seems all the while more difficult. If you have been following this approach, your business might be at risk!
Call Experts
NOVEMBER 25, 2020
Are you running a business? VoIP can be your best friend. Do you know what VoIP is? VoIP stands for Voice over Internet Protocol, and it refers to a group of technologies that use the internet to lead unified conversations. Through VoIP, your company creates access to a wide range of advanced contact center features and technologies like IVR and absence tracking hotlines.
Myra Golden
NOVEMBER 24, 2020
I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food products. A frequent question they get from customers is, “What ingredients are in this yogurt?” for example. When a customer asks for ingredients, it’s usually because they or one of their children has a food allergy, and they’re trying to make sure the product is safe for them.
Advertisement
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.
Expert insights. Personalized for you.
127 
Let's personalize your content