Heart of the Customer
DECEMBER 21, 2020
Given the year we’ve had, we need to talk hygiene. Because I suspect you’ve been neglecting it. Not because of the sweatpants you wore in that Zoom meeting, or that you don’t always sing “Happy Birthday” twice when you wash your hands. I mean digital hygiene, and the need to clean your data. Each of […]. The post 2021: The Year of CX Data appeared first on Heart of the Customer.
eglobalis
DECEMBER 25, 2020
Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
GetFeedback
DECEMBER 16, 2020
COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders.
Experience Investigators by 360Connext
DECEMBER 8, 2020
Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.
Advertisement
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Customer Bliss
DECEMBER 16, 2020
As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Alida
DECEMBER 10, 2020
At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience. As part of this vision, our new brand, Alida , was unveiled to the world in September. By that time, we had successfully executed 3 on-time, compelling product releases, and unveiled our fourth product release the next month.
eglobalis
DECEMBER 21, 2020
IoT Is Transforming Operations, Customer Experience and Employee Experiences, Efficiency and generating Growth. The post IoT Is Transforming Operations, Customer and Employee Experiences, and Generating Growth appeared first on Eglobalis.
GetFeedback
DECEMBER 1, 2020
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions.
Beyond Philosophy
DECEMBER 11, 2020
When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).
Advertisement
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
ShepHyken
DECEMBER 2, 2020
What’s your story? What reasons compel your customers to do business with you? What gets them excited about doing business with you? Consider this. If you’re selling a trip to Hawaii, you probably try to paint a vision of a day on the beach, an amazing luau and a beautiful oceanfront balcony that includes a gorgeous sunset. The story you don’t tell—at least I hope you don’t—is the one that includes the technical specs of the engine on the plane that’s flying you to that exotic location, the type
Heart of the Customer
DECEMBER 28, 2020
I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, […].
Talkdesk
DECEMBER 10, 2020
We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We heard the same thing over and over: the expectations for CX have skyrocketed. . We’re calling it the CX revolution in financial services and insurance. . With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets.
The DiJulius Group
DECEMBER 9, 2020
Before I share how to make 2021 your greatest year ever, let me first ask two questions: #1 What do Uber, Airbnb, Warby Parker, Venmo, & Square all have in common? All of these revolutionary companies started during the great recession between ’07-’09. #2 Why do so many companies and industries get. Read Full Article. The post How to Make 2021 Your Greatest Year by Weaponizing Adversity appeared first on The DiJulius Group.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
.png)
GetFeedback
DECEMBER 21, 2020
Simplifying CX YouTube series video highlighting tips for building your 2021 customer experience strategy.
One Millimeter Mindset
DECEMBER 8, 2020
Which team role do you usually take during meetings? Are you usually boxed into a corner, fulfilling a pre-determined role? Or do you assume a different voice at each meeting? And the voice you speak from depends on the nature of the meeting, the participants, and the desired outcomes. Regardless of whether you meet virtually or in-person, even the best teams have members who always fit into “assigned” team roles.
ShepHyken
DECEMBER 1, 2020
How Chatbots Can Deliver Better Customer Service. Leveraging Technology to Amaze Your Customers. Shep Hyken interviews Philippe Mesritz , Khoros ’ first VP, Customers for Life. They discuss how chatbots and other technology can help deliver a better customer experience. Top Takeaways: Now more than ever, it’s incredibly important to pay attention to your digital customer experience.
Heart of the Customer
DECEMBER 12, 2020
CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. And in today’s world, 10 out of 10 of those initiatives will involve technology in some way. (Actually, given all the ways we’ve gone virtual due to COVID-19, make that 12 out of 10!) At Heart of […]. The post What Can the CX Tech Stack Do for You?
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.
Talkdesk
DECEMBER 23, 2020
Proactive outreach, AI, automation, predictive routing and calling will be essential for reaching out to the most vulnerable small business clients. COVID-19 is raging throughout the world and the United States is one of the hardest-hit countries, surpassing 325,000 deaths (approximately 1% of the U.S. population) and more than 18 million confirmed U.S.
Kustomer
DECEMBER 29, 2020
I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. From both a personal and professional perspective, it is undeniable that the past year has brought immense challenges, and you wouldn’t be alone to wish it was all just a fever dream. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we
GetFeedback
DECEMBER 7, 2020
Customer feedback prompted changes that resulted in month-over-month revenue growth for Mylo.
One Millimeter Mindset
DECEMBER 24, 2020
Wishing you 2020 Holiday and 2021 New Year Hope and Purpose. As we move forward together towards 2021, we now share a common story: 2020. How will you incorporate your experiences and insights into the value of your professional story, moving forward? One millimeter at a time. Above all, throughout the year, you and I gained a greater sense of professional purpose and self-definition, didn’t we?
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
DECEMBER 23, 2020
In the world of show business and live entertainment, every act has an “opening.”. Most people think it’s the first words that come out of the actors’ mouths, but it’s more than that. It’s the moment the audience sees the actors walking onto the stage. It’s how they are dressed, how they make eye contact with the audience, the anticipation they create, and more.
Calabrio
DECEMBER 8, 2020
Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Look at the term “real-time feed.” You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data.
Talkdesk
DECEMBER 10, 2020
If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. Moving your business to the cloud is an all-round strategy to reduce costs and provide superior cross-organizational flexibility, allowing operations to adapt to the ever-changing needs and expectations of the customer. Migrating a contact center to the cloud can drive your digital transformation program forward.
CSM Magazine
DECEMBER 17, 2020
Customer service expert Jeff Mowatt has created a list of Top 10 telephone turnoffs to avoid – or risk alienating your colleagues and clients. Like you, there are times in my work when emails and texts aren’t efficient and I actually need to phone someone and have a real conversation. I’ve made literally thousands of calls over the years and – since I pay particular attention to customer communication – I’ve created a list of Top 10 Telephone Turnoffs.
Advertiser: ZoomInfo
One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.
Expert insights. Personalized for you.
132 
Let's personalize your content