Sat.Nov 21, 2020 - Fri.Nov 27, 2020

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Creating A Customer-Centric Strategy

Integrity Solutions

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.

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Create memories that tell your brand story

CX University

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?

Brands 98

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Trending Sources

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Powerful Customer Feedback in 5 Simple Steps

Daniel Group

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.

Feedback 111
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Guest Blog: How To Improve the Customer Experience Starting Today


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.

2020 164
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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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What is Customer 360 and How Does it Affect Customer Success?


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.

2020 107

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3 tips on how to scale your contact center for the seasonal rush


This holiday season is expected to set records for ecommerce shopping. There will be a rise in customer interactions throughout the entire buyer’s cycle. To meet the demand, businesses will need to scale their technology and their people. But how can they do it?

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Thanksgiving Week Special: A Recipe for Amazing Customer Service


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.

2020 159
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How to Stay Close to Customers While Working From Home

CSM Magazine

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’.

2020 98
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Digital Transformation Didn’t Work: This Is What You Should Do Now

Beyond Philosophy

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be.

2020 150
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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Improving the patient experience: How to offer more consumer-centric care


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.

2020 101
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5 Top Customer Service Articles For the Week of November 23, 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.

2020 100
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Three Thanksgiving Gratitude 2020 Paradigm Shifts

One Millimeter Mindset

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.

2020 125
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Setting up for CX success: Mike Wittenstein’s 7 core tips for nailing your customer experience design


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.

2020 88
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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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It’s more than customer appreciation


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.

2020 106
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How to Integrate Dialogflow CX Bot in Website


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.

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Guest Blog: Contact Center Talent in These Changing Times, Part 1 – Setting the Stage


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.

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Markies Monday: 3 Tips for Using Knowledge to Innovate and Elevate Your Customer Service


Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers drive success and build customer relationships that last. The Thinker Award for Best Innovation in Service and Field Service honors those who dream about bigger and better commerce, service, and field service experiences—then roll up their sleeves and make them happen.

2020 75
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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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Why creating empathy in your customer service is so hard


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.

2020 115
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What do you do when you can’t give the customer what they want?

Myra Golden

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?”

2020 94
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How are Contact Centers Adapting to the New World of Remote Work?

Advantage Communications

The COVID-19 pandemic has fundamentally changed the way organizations view their workforce. Companies now fully understand the benefits of remote work and flexible schedules. Customer Service Trends Contact Center

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Crisis Averted: Our Favorite Retail Catastrophes that Never Happened


Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020.

Retail 90
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5 Ways to Supercharge Your CX Strategy

Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!

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Giving Thanks: 5 Ways to Say Thank You to Your Customers

Team Support

As we approach the Thanksgiving holiday in a year that has been fraught with anxiety and uncertainty, I thought we should pause and reflect on what we have to be thankful for.

2020 88
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DX 101: What Is Digital Experience?


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.

2020 98
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Lessons in treating customers with fairness and understanding from Exclusive Law Group


Engagement How to deliver fairness and understanding in CX

2020 116
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Taking Field Service Management to the next level with AR


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.

2020 109
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Stay Ahead of the Game

Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!