InMoment XI
APRIL 29, 2014
And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think. @christravell.
Win the Customer
APRIL 7, 2014
'You don''t need notoriety. With persistence, teamwork, efficiency, effectiveness and individual responsibility have proven time and again to accomplish unfathomable tasks.
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Joe Rawlinson
APRIL 16, 2014
'Navigating today’s consumer marketplace is rather like walking a tightrope on a windy day. Fierce competition, rapidly changing technologies, and a customer base that is exposed to an omnipresent barrage of marketing campaigns are making it increasingly difficult to stay the course. Your customers are your number one asset and the best way to ensure your success is to serve those customers better than anyone else in your industry.
PeopleMetrics
APRIL 8, 2014
'In order to deliver a good customer experience, a company must first be customer-centric. Last week I wrote on the nuances of customer service and customer-centricity in “ Why Great Customer Service Isn’t Enough to Be Customer-Centric ” For those who are not reading my every post with rapt attention, I used the HARO (Help A Reporter Out) service to put out an APB for customer-centric companies to learn from.
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Kristina Evey
APRIL 4, 2014
'Who would you prefer to spend your money with – someone who gets to know you and values your business, or at a company where you feel like just another number? Customers are willing to spend more money on a product that they know is not necessarily “state of the art” based on the feeling that they are being treated well. Contrary to popular belief, buying decisions are not based on price, but by the feeling that the customer gets when they do business with us.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
APRIL 29, 2014
And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think.
Win the Customer
APRIL 1, 2014
'Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being?
Amity
APRIL 1, 2014
Product Update. Amity is introducing new capabilities to help our customers better manage accounts and contacts through the entire SaaS customer lifecycle. The new Portfolio App and Lifecycle App extend our existing suite of applications. The Portfolio App. Having a complete picture of every customer is integral to establishing trusted long-term relationships.
PeopleMetrics
APRIL 2, 2014
'I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It is a fantastic network of news sources with journalists and expert opinions. And everyone’s technically an expert in something. So pro-tip: you sign up, you benefit. Last week I wrote on a bad customer service example in social media, " How To Disappoint Customers on Social Media: A Cautionary Twitter Tale " and was interested in exploring what custome
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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.
CCO Council
APRIL 16, 2014
'I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. For the last four years, I have examined the role of the Chief Customer Officer to understand the context within which CCOs are functioning and the future of the role, specifically as these relate to the development and execution of potential CCO career strategies.
Service Untitled
APRIL 15, 2014
'Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service. Although emails and social media networks provide more outlets for complaints regarding a particular organization or service, statistics show calling is still the most popular method of communication when a customer or client has a problem.
InMoment XI
APRIL 29, 2014
And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think.
Win the Customer
APRIL 21, 2014
'We all have weaknesses we''re trying to fix. But is a slight improvement in an area of weakness making the greatest impact to your service experience?
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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Amity
APRIL 23, 2014
In a customer-centric organization, every department has a responsibility to the customer. Whether you are developing a product, managing a project, adjusting the balance sheet or writing thought-leadership content, there are multiple activities and responsibilities that have a direct connection to your customers. However, individuals in departments that are not customer-facing are often caught up in their day-to-day deliverables to recognize that what they are working on is bigger than just a f
PeopleMetrics
APRIL 23, 2014
'Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: The firm conviction in the reliability of an organization’s services and. The belief that they have your best interests in mind. If we get trust right there are great benefits to be realized including undying loyalty to the brand and positive word-of-mouth.
Smith+co CX
APRIL 17, 2014
'According to research from Celebrus and Teradata , 80% of brands that responded to their survey see personalisation as key to their marketing success over the next two years and 78% plan to use real-time data in their multi-channel customer experience in the future. Katharine Hulls, VP Marketing, Celebrus Technologies, sums it up: “The ‘always-on, always-connected’ consumers of today are demanding more engaging and relevant content from brands and organisations.
Service Untitled
APRIL 28, 2014
'Tax season is finally over, and those economic gray hairs have been remanded back to the colorists at our hair salons, but budget cuts continue to show a significant decline in the Internal Revenue Service to the American public. When Ben Franklin said, “The only certain things in life are death and taxes,” perhaps we are all entitled to a better level of public service; at least while we’re alive.
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.
InMoment XI
APRIL 24, 2014
We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at Maritz since we run the only two global CE programs in the automotive industry – Ford and Volvo. Obviously we can’t tell you the specifics but I hope you find some of these general. View Article.
Win the Customer
APRIL 14, 2014
'Bad service happens because there’s an inherent disconnect between the expectations of the customer and the demands of the call center.
MyCustomer
APRIL 30, 2014
Loyalty Is it better to win customer hearts or minds?
Touchpoint Dashboard
APRIL 2, 2014
'New Customer Experience Mapping Platform Allows Utilities to Gain Visibility into Customer Touchpoints E Source is pleased to announce the launch of JourneyHub, a journey-mapping platform that will allow utilities to easily trace customer touchpoints, share best practices as a community, and better understand how customers interact with and feel about their utility companies.
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
Smith+co CX
APRIL 7, 2014
'Customers don’t think in channels. This may just be an issue of semantics, but customers don’t think in channels - they are just shopping by whatever means come natural and easy at that moment in time. So why do we call it omni- channel ? The business and marketing worlds are great at making things sound complicated – I think it keeps consultants and analysts in very well paid jobs (talking of which, if anybody needs such a consultant then please get in touch).
GetFeedback
APRIL 8, 2014
Today, we're proud to announce GetFeedback Spring '14: a bundle of new survey features available immediately to all of our users. Take a quick tour!
InMoment XI
APRIL 24, 2014
We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at Maritz since we run the only two global CE programs in the automotive industry – Ford and Volvo. Obviously we can’t tell you the specifics but I hope you find some of these general.
Win the Customer
APRIL 3, 2014
'Some organizations thrive, and it’s usually because of high performing sales and service teams being closely aligned around a clear customer experience.
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