Experience Investigators by 360Connext
JANUARY 8, 2018
Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. And of course, don’t forget to educate the executives and employees throughout your organization!
CloudCherry
JANUARY 22, 2018
Customers today expect brands to be one step ahead of them. That implies that they are looking for experiences that are accompanied by the ‘ wow ’ factor. To deliver on these expectations, however, the pre-requisite is that organizations need to be proactive. More than having the ability to understand what customers need today, brands have to predict what customers want tomorrow.
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eglobalis
JANUARY 7, 2018
Customer Experience The Pillars of seamless “ IOT ” transformation into better servitization, customer experience and living experiences - Where Services, Digital & Physical Products Meets #CX #IOT. The post The Pillars of seamless “IOT” transformation into better servitization customer experience and living experiences appeared first on Eglobalis.
Customer Bliss
JANUARY 25, 2018
Is your company customer obsessed? If not, it should be! Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar and I chat about how she’s been able to d efine Zoetis as a truly c ustomer obsessed company , where every decision is led by how it will benefit the customer base.
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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.
CX Accelerator
JANUARY 10, 2018
Happy 2018, folks! Ready or not, the new year is here. And with the turn of the calendar comes everyone’s favorite annual process: goal setting! Sadly, this rite of passage is often overlooked or marginalized within customer service departments. We can become wholly focused on things like quality scores, metrics, and new technology (all of which are extremely important), but annual goals should help you get out of the day-to-day way of thinking and practice continual improvement.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
JANUARY 3, 2018
Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves “too big to fail.” Disruption is what led to the doors closing at chain bookstores across the nation and left the taxi industry wondering what happened. Your business, today, as you read this, is being disrupted.
CloudCherry
JANUARY 18, 2018
Earlier, customers bought products, chose services and established opinions about brands based on various factors such as cost, quality of product and so forth. Today’s market, however, is a different ball game. Some businesses flourish and prosper, while some find it hard to sustain over the long term. The one aspect that strings these two opposite cases is the element of EXPERIENCE.
Alida
JANUARY 5, 2018
Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. For CMOs, it means staying on their toes, as their roles will change in several ways this year.
Customer Bliss
JANUARY 11, 2018
As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it).
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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
JANUARY 23, 2018
There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. However, recent research is indicating that this expectation gap is evaporating at an alarming rate. This should not come as a.
Beyond Philosophy
JANUARY 15, 2018
Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think. Before Kahneman and Tversky’s paper on Prospect Theory, most economists felt like what drove decision-making was wealth, as in, the more wealth you had, the more options were available to you.
Lumoa
JANUARY 9, 2018
Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.
CloudCherry
JANUARY 4, 2018
The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Technological advancements continue to drive the disruption of the industry. However, FinTechs will also keep the pressure up on the industry due to their agility and constant innovation. Furthermore, consumers are beginning to trust these firms more and more, often to the detriment of traditional banks.
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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Alida
JANUARY 29, 2018
An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Keeping a level head can de-escalate the immediate issue, while also cementing existing loyalty and even transforming a consumer who might be new to your brand into a regular.
Customer Bliss
JANUARY 3, 2018
Happy New Year! I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ? As you get ready for the year ahead, I highly suggest you dig into the archives and listen to more episodes. Bill Carmody of Inc Magazine recently listed my podcast as binge-worthy !
Michel Falcon Experience
JANUARY 16, 2018
In this video, I’m going to share five customer experience strategies, that will grow your profit, and help you build a successful company. I know that these strategies work, because I use them within my business on a daily basis. My company does over eight figures a year in revenue, and has over 100 employees. I’ve also used these strategies when consulting for companies like McDonald’s, Blue Cross Blue Shield, and Lexus.
InMoment XI
JANUARY 26, 2018
Do you, your team, or company exemplify exceptional customer experience? If so, the nomination period for the second annual CX Elite Awards from MaritzCX are now open. Celebrating Exceptional CX Efforts The CX Elite Awards celebrate the achievements and exceptional impact practitioners and companies are making in their customer experience efforts. Each award recognizes and.
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.
TechSee
JANUARY 9, 2018
In anticipation of the biggest boxing fight of the year – Floyd Mayweather Jr. vs. Conor McGregor- a major US cable company had high expectations. Pay-per-view (PPV) is one of their most lucrative revenue streams, especially when broadcasting live combat sports such as boxing, mixed martial arts and professional wrestling. The PPV fee was set at $99.95 , and based on past sales, an estimated six million homes in the US and the UK were expected to purchase access to the private telecast.
Beyond Philosophy
JANUARY 17, 2018
Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the ticket. Would you buy another ticket for the show for $20? The reason I ask is that it is a significant economic decision and not everyone places the same value on their $20. This leads me to the concept of fungibility. Unless you are an economist, you have probably never heard the word fungibility.
Alida
JANUARY 10, 2018
It’s always been easier to keep existing customers than land new one, but keeping loyal customers doesn’t come without its own set of challenges. A new report backs this up: “ For Love or Money 2017: Customer Loyalty – The Marketers’ Point of View ” found marketers plan to focus on customer loyalty in the next few months because it takes precedence over acquiring new customers.
Customer Bliss
JANUARY 18, 2018
Overview. “I have a passion for customer service and customer care, and I know that I have high expectations.” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. “When I give a company my money. I expect to be treated a certain way when I’m buying their products and services, and that’s my goal as I approach this work.” In this episode, Kathy talks to me about her path to the role of leader of customer experience.
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
Customer Guru
JANUARY 23, 2018
Happy customers play a major role in bringing repeat business and business through word-of-mouth and referrals. When a customer service agent resolves a customer’s grievance with immense care and attention, the customer will talk about it to his friends and family. For this, your customer service skills must be par excellence. On the other hand, if your customer service team is indifferent to the customers’ issues, they will fail to impress the customers.
Lumoa
JANUARY 23, 2018
If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.
TechSee
JANUARY 2, 2018
Customer satisfaction and experience are important for every industry, and insurance is no exception. According to the OECD Global Insurance Statistics , more than US $2.29 trillion in claims were paid by insurance companies in 2016 alone. Already a fiercely competitive industry, new players are continuously entering the market. One of those companies, Lemonade , is offering innovative business models focusing on a fast and efficient approval process and transforming what consumers (especially
Beyond Philosophy
JANUARY 8, 2018
I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. My concerns only grow as we roll into 2018.
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