CloudCherry
DECEMBER 20, 2017
One of the most important things a company can do is to map the customer journey. Not long ago, mapping that path was relatively easy. However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. How the Customer Journey Has Changed. The customer’s journey through a sales funnel was linear and predictable.
Customer Bliss
DECEMBER 15, 2017
Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. There’s an increased focus on customer experience these days, and many companies are just beginning to implement a customer experience process.
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CX Accelerator
DECEMBER 12, 2017
How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.
Alida
DECEMBER 4, 2017
Cadillac is a brand that needs no introduction. It is an iconic company—a larger-than-life brand that people associate with luxury. But Cadillac’s legacy is also its biggest challenge. When consumers think of the future, they don’t necessarily think of Cadillac. Many people associate Cadillac with the yesteryears—back to the era of Marilyn Monroe and Elvis—but not with the innovation leaders of today.
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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.
InMoment XI
DECEMBER 5, 2017
It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience. Over the past few years, organizations have begun taking it a step further than just stating this customer focus, but have started establishing teams or divisions.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
DECEMBER 12, 2017
Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? Read on for surefire solutions. To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the we
Customer Bliss
DECEMBER 28, 2017
The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. If you’re ever in need of a bit of inspiration or guidance for your customer experience implementation, this is the content you can come back to time after time.
Beyond Philosophy
DECEMBER 19, 2017
Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Ten-thousand respondents ranked brands’ Customer Experience based on six categories.
Comm100
DECEMBER 19, 2017
Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase.
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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.
InMoment XI
DECEMBER 5, 2017
It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience. Over the past few years, organizations have begun taking it a step further than just stating this customer focus, but have started establishing teams or divisions.
Heart of the Customer
DECEMBER 4, 2017
Journey mapping isn’t easy. That’s why almost 2/3 of journey maps fail to drive change. A failed journey mapping project is a huge waste – not just because of the dollars and energy that went into it, but also because one failed journey mapping project makes it less likely that your company will try again. So here are four […]. The post Four Common Journey Mapping Mistakes appeared first on Heart of the Customer.
TechSee
DECEMBER 5, 2017
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .
Customer Bliss
DECEMBER 8, 2017
The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.
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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Beyond Philosophy
DECEMBER 14, 2017
Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.
Avaya
DECEMBER 13, 2017
At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and overall lifetime value by approximately 20%. There’s just one problem: executing! You know, actually enabling an exceptional customer experience. There’s no doubt companies are making customer experience strides.
Customer Guru
DECEMBER 13, 2017
The Customer Experience Buzz. Customer experience is becoming more important with every passing year. Sadly though, even today there are brands that think that it is just a buzz that will die with time. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Looking at the Google search trend also reinforces my confidence in the fact that customer experience will only become more significant and popular in the coming years.
ClearAction
DECEMBER 30, 2017
How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.
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.
ReviewTrackers
DECEMBER 19, 2017
Review generation is the process of getting more customer reviews on your business locations’ online review pages on sites like Google, Facebook, TripAdvisor, and Yelp. This can be done by: Sending emails to customers asking them to leave reviews for your business. Including feedback forms on your site. Linking to your profiles on Google, Facebook, and other review sites.
Customer Bliss
DECEMBER 12, 2017
Overview. How do you drive transformation in the highly regulated financial industry? In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.
Beyond Philosophy
DECEMBER 11, 2017
Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog? When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire? Do you feel excited to start your holiday shopping? Or are you one of those who wish they’d just play something else – anything else?
Avaya
DECEMBER 6, 2017
What does every industry have in common? The critical need to balance high tech and high touch to deliver extraordinary customer experience. Consider hospitality: 70% of guests want to use technology to improve their experience , yet 93% believe the value of personal service cannot be replaced. In financial services, online channels are preferred by 90% of customers ; however, 88% still want the option of a live person for discussing their banking needs.
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
Experience Matters
DECEMBER 18, 2017
We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions. To determine future purchase intentions, we asked consumer how likely they were to purchase more from the company in the future. We calculated the percentage of each company’s customers who selected “6,” or “7” on a scale from “1” (not at
NICE inContact
DECEMBER 5, 2017
Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent left, but not how the company could have kept them.
Comm100
DECEMBER 14, 2017
In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Why? Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve.
Customer Bliss
DECEMBER 21, 2017
Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation. I’ve spent plenty of time developing these actions through tried and tested methods, and decided to turn them into “recipe cards.” Recipe cards came to mind because I grew up in an Italian household with grandmothers who always cared for my siblings and I, and kept us fed.
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