BlueOcean
JUNE 26, 2018
When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.
Customer Bliss
JUNE 6, 2018
How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them.
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GetFeedback
JUNE 12, 2018
Today’s buyers expect personalized, 1:1 experiences tailored to their wants and needs. They’re inundated by marketing messages through digital ads, social media, and email, so only the most relevant campaigns capture their attention. The rest are at best ignored and at worst blocked. To cut through the noise, marketers need to know more about the people they’re marketing to.
Experience Investigators by 360Connext
JUNE 20, 2018
If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real-life scenario: I used to have a joke with some colleagues at my first job. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.
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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
JUNE 14, 2018
Editor’s note: This article was originally published on bandt.com. There is a quote by F. Scott Fitzgerald that often comes to mind when I talk to clients about transforming their customer experiences, “The test of a first-rate intelligence is the ability to hold two opposed ideas in mind at the same time and still retain the ability. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BlueOcean
JUNE 12, 2018
Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving part is integral to a controlled acceleration towards a seamless transition that results in a positive customer experience. On top of that, the implementation phase – where collaboration is key – is what sets the tone for the duration of your strategic partnership.
Customer Bliss
JUNE 6, 2018
As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. What I know from 25 years as a CCO practitioner and ten years as Coach to Customer Leadership Executives and their Leadership Teams is that we’ve got to take the reactive nature out of this work.
GetFeedback
JUNE 5, 2018
If you’re a data-driven marketer, you want all the lead information you can get your hands on. Unfortunately, if you ask for it all at once—in one big, ugly form—people aren’t going to bite. It’s a problem marketers come up against all the time. You need the data, but how do you get it without putting people off? One data collection method is gaining popularity among innovative marketing teams: progressive profiling.
TechSee
JUNE 12, 2018
Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on a user’s view of the real world– is revolutionizing the customer experience. Through new mobile technology, AR has emerged as an innovative tool that allows brands an almost unlimited opportunity to interact three-dimensionally with consumers on their mobile devices.
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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.
Experience Investigators by 360Connext
JUNE 13, 2018
Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint each other by saying what we think or by not speaking up when we should. It’s tricky, this human experience of ours.
CX Accelerator
JUNE 19, 2018
Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion. Showing this type of empathy often comes naturally to us, and is ingrained in how we act in our everyday lives.
InMoment XI
JUNE 14, 2018
Editor’s note: This article was originally published on bandt.com. There is a quote by F. Scott Fitzgerald that often comes to mind when I talk to clients about transforming their customer experiences, “The test of a first-rate intelligence is the ability to hold two opposed ideas in mind at the same time and still retain the ability. View Article.
Customer Bliss
JUNE 13, 2018
If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? Often, my guests will already come prepared with answers to this question, as it’s one they look forward to and find to be quite helpful.
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
JUNE 15, 2018
Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. This was a great topic of discussion in our recent podcast. So, What is Mental Accounting?
ShepHyken
JUNE 27, 2018
There is an old saying in the real-estate industry: The three keys to success are location, location and location. I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Of course, there is much more to delivering an amazing customer experience, but if there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that custo
GetFeedback
JUNE 27, 2018
Feedback is a gold mine for businesses, but sending surveys and analyzing the results takes time. How do you keep up with a constant flow of new data and insights without losing sight of your goals? With GetFeedback, you can tap into the minds of employees, prospects, customers, and partners—all though a single, powerful platform. And today, we’ve added two more features to help you streamline survey development: Multi-Language Surveys and Draft Mode.
CX Accelerator
JUNE 27, 2018
Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. People with unimaginable pain enter these doors every day, and yet most will exit with new hope and authentic smiles.
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.
Customer Guru
JUNE 6, 2018
Some say that to be perfect in a customer-driven industry and to deliver 100% customer satisfaction is next to impossible. However, isn’t that what makes it more desirable? If the idea of customer service excellence were so easy, every organization would be at the top of their game! An essential starting point to make the impossible possible is to have an employee base that is customer-centric.
Customer Bliss
JUNE 28, 2018
Let’s face it: the airline industry is tough. It’s competitive and increasingly consolidated. (Do you remember how many airlines there were when you were a kid?) The number of domestic and international passengers rises every year—as do both costs and revenues. To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.
Beyond Philosophy
JUNE 22, 2018
When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. We discussed Extremeness Aversion on our podcast earlier this month.
TechSee
JUNE 5, 2018
Show, Don’t tell. George is eagerly looking forward to setting up his new smart home. He unboxed and installed all his newly-purchased connected devices and downloaded the software successfully. Now all that’s left is to configure it all via the website. But… it’s not working. He can‘t find the menu he needs and the icons are simply not where they are meant to be.
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
Alida
JUNE 6, 2018
Great minds think alike—even fierce competitors. This is especially true in apparel retail, where longtime rivals Nike and Adidas have both recently invested heavily in digital transformation and innovation to stay at the top of their game. Competition between the two brands is long-standing, so it makes sense it would extend to their digital transformation efforts.
Pointillist
JUNE 15, 2018
By Swati Sahai. What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. It’s actually retaining an existing one. Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve
Customer Guru
JUNE 12, 2018
A startup, a new emerging business model aiming to reach great heights in the marketplace with respect to any particular product or service, needs to create and retain customers. For any startup to succeed, what matters most is loyal customers. A loyal customer is one who enjoys the relationship with the company and loves its products and services. He not only uses the products himself but also recommends them to his family and friends.
Customer Bliss
JUNE 20, 2018
What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. Though he’s only been in this position for less than a year, Shawn is responsible for improving the experience of the hospital which spans both patient and caregiver experience, and the overall quality and safety aspect of the health care center.
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.
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