Alida
OCTOBER 18, 2016
Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day. Also known as Gen Z, iGeneration (iGen) or Net Gen, this cohort is massive and influential.
Experience Investigators by 360Connext
OCTOBER 24, 2016
Asking questions without limitations can lead to a better experience for your customers. The post Improve the Experience by Asking the Impossible Questions appeared first on Customer Experience Consulting.
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InMoment XI
OCTOBER 27, 2016
Customers love a company because they perceive value in their interactions with its people, products, and services. As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and.
Customer Bliss
OCTOBER 11, 2016
Episode Overview. Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and
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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.
Beyond Philosophy
OCTOBER 17, 2016
Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. The human memory isn’t as reliable as we would like to think.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Alida
OCTOBER 4, 2016
Online communities are now an important tool in gaining ongoing customer feedback and insight. In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. To get the most business value out of your online communities, you must work to keep members engaged.
Experience Investigators by 360Connext
OCTOBER 13, 2016
We’re giving our brains a real workout when dealing with customers. We do our best to see the experience from the their perspective, to empathize with their issue and find the best solution, and simultaneously use processes and procedures to move the interaction to its next logical step. We use our own lens to view the experience while trying to […].
InMoment XI
OCTOBER 11, 2016
From time to time, clients ask why their internal customer experience (CX) tracking programs appear to yield different results than independent third-party syndicated studies. In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New.
Customer Bliss
OCTOBER 27, 2016
We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. If you’ve had a number of enterprise-type jobs, you’ve probably seen the dreaded idea of “process for the sake of process,” whereby all these rules and processes are layered on top of each other before any action can be taken.
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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.
Beyond Philosophy
OCTOBER 24, 2016
Tesla announced that all of their cars will be self-driving cars. Wednesday’s announcement, delayed two days from the original announcement scheduled for Monday October 17th, stated that all of its cars will have the ability to drive themselves, referred to as level 5 autonomy. Before the announcement, many experts and industry commentators had little idea what it would be.
GetFeedback
OCTOBER 4, 2016
The customer journey is evolving. Modern consumers want a more personalized customer experience, and companies can secure their loyalty by delivering it.
Alida
OCTOBER 13, 2016
One of the biggest disruptions in the market research industry is the monetization of the research practice. According to research expert Ray Poynter, more insight teams are generating revenue by providing market research data and other value-added services to partners, sponsors and advertisers. Driven by new technologies like insight communities , this trend is one of the consequences of the move towards faster and cheaper research.
Experience Investigators by 360Connext
OCTOBER 5, 2016
Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping. The post Document THIS! Betrayed by Customer Experience Documentation appeared first on Customer Experience Consulting.
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!
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InMoment XI
OCTOBER 11, 2016
From time to time, clients ask why their internal customer experience (CX) tracking programs appear to yield different results than independent third-party syndicated studies. In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New.
Customer Bliss
OCTOBER 6, 2016
Customer churn is bad. You don’t want it, obviously. In a perfect utopia, all your customers would stay in the fold, retain, and refer you to other new customers. That’s the apex of a customer-driven growth engine, and it’s essentially the polar opposite of customer churn. But we all know the quote, often attributed to Warren Buffett.
Beyond Philosophy
OCTOBER 12, 2016
We live in the data age. Data is collected about our personal behavior everywhere. From the searches we instigate online to the products we order (and when) to the movies we choose in our Netflix Queue, sometimes it seems as if every move we make ends up in a database somewhere. So why this sudden interest in whether we watched all 14 seasons of ER or returned the Samsung Galaxy S5 Phone Case?
GetFeedback
OCTOBER 10, 2016
It takes a personalized, customer-centric approach to capture the modern consumer's attention. That's why customer experience is the next frontier.
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.
Alida
OCTOBER 28, 2016
The success of online communities is all about having the right people. Online communities provide the most ROI when they have people who are eager to actively participate and who represent the company’s customer base. A strategic approach to recruitment ensures your community has the right members, which helps your company get long-term value. At the 2016 Customer Intelligence Summit , three veteran research professionals revealed how, with the right strategy in place, recruiting customers, emp
Heart of the Customer
OCTOBER 20, 2016
Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers. Both Forrester and the Temkin Group […].
Win the Customer
OCTOBER 5, 2016
It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can. Here are four mistakes that can ruin your business in the eyes of its customers.
Customer Bliss
OCTOBER 4, 2016
Episode Overview. Duygu Cibik has a robust history in operations and change management and transformation. So when she took on the role of the Chief Customer Success officer at Reval, she knew she needed to create a very deliberate path to gaining understanding, acceptance and traction in her role. About Duygu. Duygu has 15+ years of leadership experience in enterprise technology with a strong track record of growing 100+ million dollar B2B technology businesses with full P&L responsibility
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
Beyond Philosophy
OCTOBER 10, 2016
When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. However, it’s probably not happening the way you think it is. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.
ShepHyken
OCTOBER 19, 2016
The other night I had a wonderful meal at Mama Louise , an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered Mama’s Stuffed Chicken, and it was delicious. But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created. First, the staff was friendly and helpful, making suggestions and letting us know what was most popular on the menu.
InMoment XI
OCTOBER 20, 2016
MaritzCX and Forrester are partnering to make the Forrester Customer Experience Index (CX Index) pre-built survey templates across 17 industries accessible within the MaritzCX Platform. This partnership and integration is made in the name of arming businesses with easy access to the CX Index and giving them as much insight as they can possibly get.
Customers That Stick
OCTOBER 31, 2016
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