eglobalis
OCTOBER 29, 2022
The Best Customer Experience books 2002 list, Data and Design Readings of 2022, CX, experience design, cx strategy. The post The Best Customer Experience, Data and Design Books of 2022 appeared first on Eglobalis.
InMoment XI
OCTOBER 26, 2022
It is no secret that today’s retailers are faced with unique challenges. The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
BlueOcean
OCTOBER 10, 2022
How do you continue to offer seamless customer service and experience in this new world of remote work? Blue Ocean offers some insights on how to create a contact center location strategy in a remote world.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
Often criticised for removing the human touch from customer experiences, conversational AI virtual agents can help employees be more human and empathetic
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.
ShepHyken
OCTOBER 12, 2022
Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Team Support
OCTOBER 4, 2022
A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to
InMoment XI
OCTOBER 20, 2022
After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! We heard from award-winning CX speakers from some of Europe’s biggest brands—TRUMPF, ASOS, Brakes, Primark, Solus, BD Medical, NatWest and Euro Car Parts, as well as thought-provoking keynotes from InMoment Global Leader, CMO Kristi Knight, and Stan Swinford, CEO and Founder of NPSx by Bain & Comp
ChurnZero
OCTOBER 3, 2022
Are Customer Experience and Customer Success really the same? If not, what are the differences that set them apart? Perhaps, more importantly, how can businesses leverage both of these practices to improve customer retention and reduce churn?
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
Technologies like automatic machine translation are making it easier to offer multilingual customer service on digital channels
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
OCTOBER 18, 2022
The Leader’s Playlist. How Memories, Experiences, and Patterns Impact Leadership Style. Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life. She shares how to use music to improve your leadership style and make the changes that no longer serve you.
Totango
OCTOBER 12, 2022
Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. .
Kustomer
OCTOBER 7, 2022
The modern customer’s needs are constantly evolving and expectations are getting higher and higher. Brands can’t keep up unless they are perpetually enhancing their customer service processes with efficiency tools. We realize this is easier said than done, as there are always obstacles to establishing fine-tuned customer service processes and tools, such as executive buy-in and budget.
InMoment XI
OCTOBER 5, 2022
Anytime you enter a retail store or dine at a restaurant, we bet you have some very definite expectations, one of which is to have a pleasant interaction with the staff. And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen. Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand.
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)
Lumoa
OCTOBER 26, 2022
After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. There are nonetheless also many options for those who are still not ready to travel and meet people, as organizers have become better and better at offering an experience that is comparable to face-to-face interactions.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
How would top brands measure up based on customer loyalty rather than traditional financial measurements? Fred Reichheld (Bain Consulting icon and Net Promoter creator) did just that in his new book, Winning on Purpose. Can you guess who performed better over time? Companies that rated highest in customer loyalty outperformed companies identified as exemplars in Jim Collins iconic book Good to Great in total shareholder return (TSR).
ShepHyken
OCTOBER 5, 2022
Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. She created an experience for her customer.
Retently
OCTOBER 18, 2022
From its humble beginnings as an online bookseller, Amazon has grown to become one of the world’s largest ecommerce businesses. But unlike many massive multi-national organizations, Amazon remains incredibly popular with its customers. In fact, so popular that Amazon accounts for 10.8% of total US retail turnover (nearly $218 billion in 2021) and 37.8 % of the US ecommerce market , becoming the leading online retailer in the country.
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.
Solvvy
OCTOBER 12, 2022
Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Artificial intelligence (AI) can enhance the types of experiences chatbots can deliver.
InMoment XI
OCTOBER 10, 2022
All types of businesses leverage customer surveys , and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect. What is a good survey response rate? What are best practices for customer surveys?
BirdEye
OCTOBER 17, 2022
In today’s digital world, websites serve as storefronts for local businesses. They’re a window for customers to see what your business offers and learn more about the experience they can expect to have. It’s important that your business invests in a search engine optimization (SEO) strategy to give your website the “curb appeal” it needs to continuously attract new customers.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
“57% of customers have stopped buying from a company because a competitor provided a better experience.”* As a B2B leader, what can you do to deliver the kind of experiences that keep customers coming back? Memorable customer experiences don’t just happen. It takes a trifecta of customer centric behaviors to create and sustain memorable experiences.
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
Feedbackly
OCTOBER 27, 2022
Emotional Value Index (EVI®) is a relatively new KPI to hit the CX industry in recent times. But, it is quickly becoming one of the most popular metrics for its impressive delivery of results, analysis, and performance! EVI® is a KPI designed to track, measure, and analyze the emotional experience. Through EVI® surveys, you can understand how customers perceive your business emotionally.
Team Support
OCTOBER 27, 2022
Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. On the outside, it looks like a simple grade-school high jump competition. The bar is low, it looks easy to jump, but once you get into all the technicalities of the Fosbury Flop, it starts to get a smidge dicey.
Zonka Feedback
OCTOBER 6, 2022
We all want to keep our customers happy and satisfied so they do repeat business with us. And customer experience is one differentiating factor that can make or break your customer retention efforts. Customer Service Performance plays a catalyst in achieving that level of customer experience and winning over the trust and loyalty of clients.
InMoment XI
OCTOBER 18, 2022
A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally. All of these obstacles affect both customers and brands to some extent. Because half the Experience Improvement process is knowing what these challenges are, today’s conversation addresses five of the most prominent ones that I’ve
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.
436 
Let's personalize your content