Experience Investigators by 360Connext
JANUARY 2, 2020
I’m weirdly excited about this year. 2020 – a year of vision ! (See what I did there?). This time of year is all about the BIG plans. We’re going to eat healthier, get better sleep and drink more water, right? Of course. We’re also going to execute big strategies based on big plans in our businesses. I have total faith in you.
GetFeedback
JANUARY 1, 2020
This guide will teach you how to use customer loyalty metrics to improve customer experience and increase retention rates.
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CloudCherry
JANUARY 2, 2020
So, you’re pretty comfortable with your CX know-how…. You’ve been in the space. You’re putting in the daily work. You’re listening to stellar CX Podcasts (shameless…not sorry). But, 2020 is right around the corner, and you’re itching to up your game. Might we suggest setting a CCXP Certification in your sights for the New Year? On this week’s episode of ‘The Sweets of CX’ , Braeden Daly – Senior Product Marketing Manager at CloudCherry (now Cisco), recent recipient of the CCXP Certificatio
Beyond Philosophy
DECEMBER 31, 2019
Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I discussed these predictions on a recent podcast. However, it isn’t just predictions. I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. .
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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
DECEMBER 31, 2019
Companies now know that customer experience is the key competitive differentiator. Data shows that organizations which excel in CX outpace laggards on the S&P 500 index by almost 80%. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CRMI
JANUARY 3, 2020
Of the three primary disciplines in business—marketing, sales, and service—customer service has the power to make your company stand out amongst the competition. After all, a recent American Express survey stresses that seven out of 10 U.S. consu.
ReviewTrackers
JANUARY 2, 2020
Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations. Implementing a VoC plan can drive a 10x increase in annual revenue. If done correctly, you can also use VoC to bolster your customer retention. Bring 10X Revenue and Retain Customers with VoC Programs. One study surveyed over 200 businesses on the trends, solutions, and challenges in customer experience.
ShepHyken
DECEMBER 31, 2019
The Emotional Brand Experience. How to Differentiate Your Brand Through Emotional Connection with Customers. Shep Hyken interviews Lindsay Pedersen. They discuss strategies for how brands can differentiate themselves by creating authentic, genuine connections with their customers. Top Takeaways: A brand is its customer experience and vice versa. The brand and the experience are built on the relationship between a business and its customers.
GetFeedback
JANUARY 2, 2020
This guide will teach you how to create a customer experience journey map, analyze each key touchpoint, and take action.
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.
CRMI
JANUARY 3, 2020
CX Network looks at two data mistakes that hinder customer experiences: Data silos and the big data myth. It is a fact of business that poor data practices have the ability to do real damage to customer relationships. After all, as Emmanuel Obadi.
Oracle
DECEMBER 31, 2019
The CX industry continues to evolve, and with it the customer expectations, available technologies, and business processes surrounding it. How will these changes affect your day-to-day customer experience throughout the upcoming year? Here are 5 predictions for how customer experience interactions will shape up for 2020. AI will continue to push employees into new roles.
ShepHyken
DECEMBER 30, 2019
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. Using Social Media to Connect with Your Most Loyal Customers by Michael A. StankoBlanca Isabel Hernández OrtegaFrancisco-Jose Molina-CastilloRishika RishikaJosé Franco.
GetFeedback
JANUARY 2, 2020
The right NPS survey will help you build long-lasting relationships with your customers.
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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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CRMI
JANUARY 3, 2020
Whether your company actively recognizes this notion or not, one fact’s for sure – your employees are your greatest asset by far. From those who operate along the frontlines, to those who maintain systems behind-the-scenes, your employees are the cornerstones of you.
The DiJulius Group
JANUARY 2, 2020
The Best Customer Service Articles from 2019 The results are in, and here are The DiJulius Group subscribers’ favorite articles of 2019 ranked by popularity. I recommend printing and reading any you missed and sharing this list with your team. Want to keep your leadership team motivated about Customer service all year? Sign them up for our. Read Full Article.
Totango
JANUARY 2, 2020
As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance. The evidence is clear —companies that use customer data insights to arm their operations teams outperform their competitors by as much as 85%.
ShepHyken
JANUARY 1, 2020
I’m going to break away from my typical articles about customer service and experience and get personal. It’s that time of year when we make New Year’s resolutions that, while well-intentioned, we quickly fall short of and often forget in a very short time. Personal goals about working out and losing weight seem to be the most popular. Those resolutions can often be frustrating, especially if they become a pattern of failure that repeats year after year.
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
CRMI
JANUARY 3, 2020
Customer experience has gained respect from various verticals as findings signal that experience will soon be the key decision-maker for consumers, above product and price. Here we look at five customer experience trends in retail highlighted in o.
Customer Enthusiast
DECEMBER 31, 2019
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a customer service role and execute their job functions, blissfully unaware of the opportunities they forfeit daily to demonstrate exceptional customer service behaviors. Awareness is key. People don’t know what they […].
Sampson Lee
DECEMBER 30, 2019
In my previous article, Ryanair: Achieve Customer Success with One-ply Toilet Paper, I stated the three limitations of customer-centricity and promised to provide a better option in the context of business strategy. In this article, I will feature the recommended substitute: extreme experience. What is extreme experience? To put it succinctly, it means enlarging the […].
Talkdesk
JANUARY 2, 2020
Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company. After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. This new report examines the rapidly changing landscape of available solutions for the customer service industry along with valuable insights, analysis
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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,
CRMI
JANUARY 3, 2020
When crafting a customer experience game-plan CX practitioners should consider the geographic location of their target audience if they want to fully meet expectations and delight customers. As mentioned by Martin Ortlieb, User Experience Research.
Russel Lolacher
DECEMBER 30, 2019
What are you doing right now? Regardless how busy you are, it’s always a great time to improve your organization – its culture, its people and its customers. Organizations and individuals start their year at different times, usually attached to a fiscal calendar or the beginning of January. A great opportunity to start fresh, evaluate the year before and lay out what’s ahead.
ServiceDock
DECEMBER 30, 2019
The retail sector is expected to continue to experience enormous challenges in the new decade. More Company Voluntary Administrations (CVAs) and liquidations are expected resulting in mass store closures and redundancies. Grim times indeed. But not all retailers are suffering equally and there are examples of brands who are opening new stores and appear to be doing very well from the outside looking in.
NICE inContact
JANUARY 2, 2020
We’ve just concluded 2020 Planning for Uncertain Times – Practical Tips for Contact Center Leaders, a great webinar series where our speakers discussed the can’t miss investments that you should be making. What I truly enjoyed was the engagement of our audience. Their participation in the Q&A gave speakers the opportunity to address a great deal of questions.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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