Customer Bliss
JUNE 15, 2017
I wanted to take a second to talk about collaboration within CCO work. This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. Collaboration and uniting silos.
InMoment XI
JUNE 15, 2017
What can customer experience (CX) specialists do to achieve the nirvana of success, scale and speed? In a recent webinar held with one of our partners, OnePoint Global, we explored the use of SMS (a.k.a. text messaging) as a complementary and strengthening element to existing or new CX programs. Why? Because the world has gone.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Alida
JUNE 15, 2017
Customer Experience (CX) is a messy space. Inside companies, CX pros are herding cats and presenting cases to the shark’s tank. CX improvement usually involves wrangling cross-functional teams, competing for resources and choosing a specific direction to run. Seasoned managers know that CX business cases can fall over despite listening intently to the voice of the customer.
Beyond Philosophy
JUNE 15, 2017
A couple of years ago, Millennials surpassed Generation X for workers in the U.S. and Canadian workforce. They are also the least engaged at their jobs and the most likely to job-hop. Unfortunately, none of this is good news for your Customer Experience. A much-maligned generation, Millennials have been the subject of many viral work videos. Like this one: This rant from millennial journalist Alex Bloomer about her generation struck a chord with people last year: Sure, the videos are worth a lau
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
JUNE 16, 2017
This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. – Shep Hyken. We live in a digital world. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Self-service, web chat and chat bots gain in popularity.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kayako
JUNE 15, 2017
Reducing customer effort is a high priority for support teams. As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a simple issue, or so we thought. If you want to irritate your customers give them a high effort experience. If you add too much back-and-forth to the interaction that really contributes to customer frustration.
Beyond Philosophy
JUNE 12, 2017
When we’re in the UK, I complain about the chilly, dreary weather. And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. Our complaining is all in good fun – we actually enjoy both locales. But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. Complaining can also affect your business.
Experience Matters
JUNE 14, 2017
Hopefully you’ve read our FREE report, The Four CX Core Competencies. It outlines the blueprint to building a customer-centric organization. We’ve created this infographic to showcase the competencies: Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers.
Amity
JUNE 15, 2017
As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. This means defining the appropriate amount of time and resources to mitigate the related level of risk each customer segment entails.
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
ijgolding
JUNE 14, 2017
The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Each article has taken me on a personal journey, delving into my own experiences of putting into practice (with varying degrees of success), the things I continue to share with, teach and guide, practitioners and clients alike, all ar
Kerry Bodine
JUNE 11, 2017
For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership. The two fields’ respective objectives are, in my mind, the cornerstone of this seemingly natural partnership.
Middlesex Consulting
JUNE 11, 2017
In the previous post, I talked about the relationship between customer satisfaction and loyalty and introduced the concept of the zone of indifference. This zone is the broad middle ground between top and bottom boxes on a customer satisfaction survey. In this post, I will discuss the relationship between customer experiences and expectations and talk about the zone of tolerance and it’s complement the zone of intolerance.
iPerceptions
JUNE 14, 2017
In the age where your customers have continuously-increasing buying power, Customer Experience (CX) is emerging as the key differentiator.
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)
ShepHyken
JUNE 14, 2017
We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. Many of you will be able to relate to this. My wife holds up two pairs of shoes and asks me, “Which pair of shoes do you like better?” I know I’m in trouble. Is she really interested in my opinion? Or is it a trick question? In her mind she already knows the answer.
Experience Matters
JUNE 12, 2017
Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S. This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […].
Middlesex Consulting
JUNE 12, 2017
The Apostle model demonstrated the relationship of customer satisfaction and customer loyalty. If you are working in the zone of indifference, your customers are vulnerable to new offers to purchase. When designing your services, products, or customer interaction, you must be aware of how your customers will feel about their experiences. Once you know this, you can make plans to make your customers feel more positive about doing business with you.
Bold360
JUNE 15, 2017
I have seen the interest grow in adoption of AI. It is no longer a question of whether there is urgency in implementing a project to leverage intelligent technology, but instead a question of how. Beyond this, though, I have seen that many companies get thrown off once they make a decision to invest. What do I do? How do I do it? With which tool? Why is this not intuitive!??
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
NICE inContact
JUNE 14, 2017
How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like. How do you know if you’re meeting their expectations for Omnichannel service? I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact condu
Myra Golden
JUNE 13, 2017
Yesterday I delivered a full-day of soft skills training to a new client in Denver. We had such a fun day. Lots of participation, solid take-aways, table discussions that I know were behavior changing. I love the feeling I get after a day of soft skills training. Have you ever checked out my onsite training workshops? • Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away wi
ReviewTrackers
JUNE 13, 2017
As part of their effort to improve customer experience , a growing number of organizations are applying various techniques for proactively collecting customer feedback. Why? Not only does collecting customer feedback help inform your business’ decision-making process; it also helps you understand customers better and get a more accurate handle on how they perceive your product, service, brand, and company.
Team HGS
JUNE 14, 2017
2017 Trend 3: The Beginning of Channel Guidance. Posted by Parikshit (PK) Kalra , Senior Vice President of Solutions and Capabilities. Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. Over the next few months, we’ll dedicate a blog to each of these CX game changers. Here we dissect CX Trend No. 3, The Beginning of Channel Guidance, highlighting strategies designed to reduce the burden on the customer for an improved and frictionless CX to ultimatel
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,
Currency Alliance
JUNE 11, 2017
Loyalty program announcements so far this year indicate a major sea change. From the customer perspective, it amounts to a Revolution – where brands are finally giving into what has been a ‘peaceful demonstration’ gaining momentum for several years – namely that it is too difficult to accumulate much value among so many incompatible loyalty point currencies/programs – so consumers quit.
Avaya
JUNE 13, 2017
My favorite definition of Digital Transformation comes from Current Analysis , where they call it a “way of helping companies reduce the complexity of how they interact with their customers.” For most organizations, reducing complexity in customer experience for both external and internal customers is important—happy customers are loyal; they spend more, more often.
SuiteCX
JUNE 16, 2017
Over the last 10 years the retail industry has been radically transformed. Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. Consumers expect to get what they want, when they want 24/7. They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc.
emcien
JUNE 14, 2017
It’s important to measure the return of analytics. Otherwise it’s technology for technology’s sake, a strategy that won’t survive this competitive era. But how much value is analytics actually delivering to the enterprise? Unfortunately, many organizations using analytics today can’t claim big value gains. One of the main reasons is that it can be very hard to turn the analytics people are using today –the popular visualization software, the complex models, the descriptive and predictive t
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.
187 
Let's personalize your content