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If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. .
Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. New software and solutions are dazzling and daunting in equal measure. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already.
The interview shared below was written and conducted by the CybageTimes. You can view the original article here. “Skill, ethics, and a purpose-driven outlook is what makes a great team deliver compelling customer experience and drives exceptional business performance.” — Bruce Arnett, CTO, MaritzCX Being a People Leader Bruce has over 20 years of.
“The caliber of the team here is remarkable, and I’ve never seen anything like it. So, that was the reason why I decided to join them. Now it’s been a little under two years, and I still feel the same way,” says Aurelia Pollet , the Vice President of Customer Experience at Exemplis. Exemplis is a B2B2C, which makes custom chairs and lounges for offices. .
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Recapping SAP CX Live’s Top Themes & Insights. Photo credit: @SAPCX on Instagram. SAP CX Live and SAP SAPPHIRE NOW allowed me and some 30,000 friends to get a sneak peek into the way this global organization and their many partners view the world of the future. Enterprise software giant, SAP, hosted two remarkable, concurrent events in May and I was lucky to be a part of them, thanks to partnerships with SAP Litmos and SAP.
Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your team to eliminate the deal-breakers and discern the winner. Finally, you’re down to two choices – both options have versatile capabilities and impressive metrics.
Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your team to eliminate the deal-breakers and discern the winner. Finally, you’re down to two choices – both options have versatile capabilities and impressive metrics.
The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers.
I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience.
There has been a struggle for companies to connect the dots between employee engagement and customer experience. The bottom line is that employees are the driving force of business success, and their insights improve not only the customer’s journey, but the overall employee experience as well. Hear from Jason Macedonia, MaritzCX Senior Director of Employee.
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
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.
There is no place in the world I’d rather work than in Customer Service. That being said.it’s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. On a bad day, we are just trying to survive!
It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. Take, for example, a new telco customer and the wide range of emotions they could experience along their personal journey with the company: excitement when unboxing, frustration during installation, annoyance at being transferred between departments, relief at
CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . A Voice of the Customer program focuses on gathering and analyzing customer insights so you can identify trends regarding your customers’ needs, wants, and expectations. In essence, VoC gives your customers a voice within your organization. .
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.
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.
Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience. The Interview with Roger Dooley: Friction is “any unnecessary expenditure of effort to accomplish a task.
“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Selina is a startup platform that connects people to local places and activities for purpose-filled experiences.
A business can be nothing without its customers. Whether they are high-end clients, repeat staples or one-off transactions, customers are customers, and all should be treated with the respect and benefit to your business that they deserve. Quite simply, poor customer service will eventually spell the end of an organization – according to the White House Office of Consumer Affairs, customers who are the victims of an unhappy experience will tell 9 to 15 people about it.
You should never ignore the importance of customer satisfaction. There are dozens of factors contributing to the success (or failure) of a business, customer satisfaction is one of them. It’s important to track this factor and work on improving it in order to make your customers more loyal and eventually turn them into brand ambassadors. If you don’t care about customers’ satisfaction, don’t expect them to care about your services or products.
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!
Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand. So, you don’t mind spending a larger amount of money and you buy it. Then, a couple of days later, you realize you don’t understand a bunch of features and you need some extra help from the provider. But somehow nobody replies to your emails.
In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. We discussed the significance of the insignificant in a recent podcast.
I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the produc
It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role.
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.
Surveys are a great way for customers to candidly share the story of their experiences. When used correctly, surveys can provide insight on where certain improvements can be made in order to promote retention and loyalty. But what happens when these surveys are hijacked? Just as Batman and Robin must continually update their weapons arsenal. View Article.
More consumers than ever are sending back fully functioning electronic products. This No Fault Found phenomenon is costing companies a fortune – how can they address the issue of NFF returns? Sara Turner was looking forward to receiving her new espresso machine. But when she opened the box, she was confused and dismayed to see that the machine was different than expected – there was no milk frother.
Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. That’s because it’s no longer enough for employees to simply show up for work, they have to also be satisfied and engaged with the work they’re doing to perform at a high level. Specifically, employee satisfaction is the extent to which your employees are happy with their jobs.
Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right? The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives.
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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