CX Leadership: Do You Have What It Takes?
GetFeedback
MAY 18, 2020
The traits, discipline, and knowledge that it takes to lead a successful customer experience program.
May, 2020
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Why Technology Won’t Help You Understand Your Customers
C3Centricity
MAY 25, 2020
Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them.
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3 Questions To Guide Your “New Normal” Customer Experience Strategy
Kerry Bodine
MAY 11, 2020
As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business.
How to Pitch New CX Initiatives & Overcome Objections of Decision-Makers
Experience Investigators by 360Connext
MAY 12, 2020
Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids’ table and be quiet while the adults chat. The Covid era means some leaders are even more resistant to the idea of investing in customer experience, which they may see as nebulous or a “nice-to-have” rather than a “must-have.” Of course, you know and I know
Signal-Based Selling: How to Leverage 4 Key Buying Signals
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
The CX Divide: How to Overcome the Gap between Lip Service and Action to Get Executive Buy-In for CX Investment
Alida
MAY 27, 2020
86% of buyers will pay more for a better customer experience. Customer Experience was ranked the most exciting business opportunity in Adobe’s Annual Digital Trends report. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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5 Reasons Why Customer Service Reporting is Important
Provide Support
MAY 21, 2020
The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog.
A Guide to Managing Remote Customer Service Team
SurveySparrow
MAY 4, 2020
COVID-19 has changed the world in no uncertain terms. Work-from-home was frowned upon by multinationals as it was believed that productivity takes a hit when people weren’t working out of their offices. Thanks to COVID-19 , working from home is the new normal. . Freelancers, independent consultants, small and medium businesses were already opening up to the concept of working out of their homes.
The dos and don’ts of steering your team’s performance during uncertain times
Talkdesk
MAY 11, 2020
This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. . Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now.
2024 State of Customer Education Report
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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 service in the wake of COVID-19
Customer Enthusiast
MAY 13, 2020
Last Friday, I had my teeth cleaned after my dentist’s office reopened as COVID-19 restrictions relaxed in my area. As expected, new protocols were in place, including: social distancing in the office requiring patients to call from the parking lot to ascertain whether or not there was room in the waiting area – which can […]. The post Customer service in the wake of COVID-19 appeared first on Steven Curtin.
How Crucial Is Showing ROI of Customer Experience Initiatives?
Cyara
MAY 18, 2020
There’s no doubt about it… Customer Experience (CX) is a differentiator that will bring you to the front of the line, ahead of your competition.
How to Build a Multi-Skilled CX Team
GetFeedback
MAY 3, 2020
The top 9 skill sets you need in your core customer experience team in order to succeed.
How to Be Ready to Serve Customers in the New Normal
Integrity Solutions
MAY 13, 2020
What’s next – in how we’ll serve customers, lead teams, and collaborate with each other? Originally Published As a Guest Blog on SellingPower.com By Mike Fisher. In the mere months since the start of the COVID-19 pandemic, much has been written about the need to adjust to a new normal in how we’re doing business – and from where. We get it: We’re all working from home.
The State of Digital Customer Experience Report 2024
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
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4 Simple Ways to Reduce Response Times & Delight Customers
Kayako
MAY 27, 2020
It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere. 1 Very often, customer perceptions of their experience boils down to the little things like whether anyone responds timely when they reach out to a company.
How Plain Language Reduces Call Centre Volume By 19%
CSM Magazine
MAY 1, 2020
What’s driving your call centre demand? Most callers look to clarify something. Maybe they just received a notice around revised terms for an insurance policy. Questions typically relate to these three things: payments, charges or queries around a specific product or service. For all these categories, clarity of communications is key. And conversely, complex communications drive increased calls, and increased costs.
5 Tricks for Personalizing the Customer Experience for Your Clients
Ecrion
MAY 12, 2020
Today’s consumers are quite savvy when it comes to sales and marketing. In fact, 63% of them expect personalization when it comes to the customer journey. What is personalization and how can you use it to enhance the customer experience for your clients? Read on to find out so you can improve the way you serve your prospects and customers. What Is Personalization?
Best Practices for Financial Services Surveys during COVID-19
Alida
MAY 21, 2020
Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing outlook, actions, and brand satisfaction during the pandemic.
How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience
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!
The State of B2B Customer Experience Report
GetFeedback
MAY 3, 2020
Our 2020 research reveals a new outlook on the CX space and how to thrive in it.
Enhancing the product registration process with remote Visual Assistance
TechSee
MAY 19, 2020
Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. It allows device suppliers to communicate updates, safety recalls, and recommendations for product accessories or consumables such as capsules and cartridges.
Valuable Lessons to Takeaway From This Common Poor Practice
Beyond Philosophy
MAY 7, 2020
Do you love your cable company? . If you do, you are in the minority. People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.
Social Media Reputation Management: How to Do it Right
ReviewTrackers
MAY 11, 2020
Social media gives customers the opportunity to voice their opinion about your business in an open space. It’s a space that exists for everyone to see — friends, family, and other consumers. That’s why businesses should manage their reputation on social media. But what exactly is it? And how exactly can it help your business? . Here is a guide to help you understand social media reputation management and why you need to incorporate it into your marketing strategy.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
Smart Speakers Give Companies a New Way to Collect Customer Feedback
InMoment XI
MAY 7, 2020
MaritzCX Continues to Focus on New Innovative Ways to Deliver Better CX A new method of Customer Experience data collection is emerging with Natural Voice. Everyone’s heard of Alexa, Siri, Google Home and Cortana, all Voice Recognition Software. But did you know that these same instruments have the ability to both give and collect Customer. View Article.
Best Practices for Survey Activities during COVID-19
Alida
MAY 19, 2020
Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing wants and needs.
Salesforce Trailhead: Build a CX Program With GetFeedback and Salesforce
GetFeedback
MAY 10, 2020
GetFeedback has partnered with Salesforce on a new trail to help Salesforce employees guide customers on building a best-in-class customer experience (CX) program.
TechSee recognized in Gartner Cool Vendors in CRM Customer Service and Support 2020 report for its significant advances in Computer Vision AI for customer service
TechSee
MAY 20, 2020
Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology. TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians.
Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX
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
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