CX Accelerator
JANUARY 7, 2019
I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission).
BlueOcean
JANUARY 8, 2019
One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: • 37% of customers would change their supplier. • 28% would post a negative online review. • 26% would complain via social media. • 13% would tell friends/colleagues. • 10% would inform the media.
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Alida
JANUARY 7, 2019
In 2018, Experience Management (XM) arrived. Customer centricity is now a long-term, strategic imperative at the executive level. With one successful IPO, one mega acquisition and accelerating consolidation, 2019 will see the Data Management Platforms (DMPs) take over as the sources of truth in the enterprise. That takeover will drive significant change across corporate structure, technology and data workflows.
Customer Bliss
JANUARY 23, 2019
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?
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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.
TechSee
JANUARY 2, 2019
If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. A gathering place for the world’s top business leaders and pioneering thinkers, this year’s event focuses on n an important theme: resilience. The Consumer Technology Association (CTA) – owner and producer of the show that attracts over 180,000 attendees – defines resilience as “the place where technologies are going to help keep the world healthy, safe, warm, powered, fed and secure,” making this year’s event es
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JANUARY 23, 2019
Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience.
Experience Matters
JANUARY 7, 2019
If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!
ShepHyken
JANUARY 23, 2019
Not long ago I wrote about Dr. Neil Baum’s Win-Wynn story. A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone. By the way, at the end of this article, I’ve shared a very important call-to-action for you.
Customer Bliss
JANUARY 11, 2019
Are you doing all that you can to help your company earn customer-driven growth? The key word here, is, earn. You can earn customer growth by anticipating their needs, extending patience, and showing respect at all times. This is a topic I address in my latest book, Would You Do That To Your Mother? My goal with the book is to help you focus your decision making and actions on what matters most so you can inspire new behaviors inside of your company.
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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.
TechSee
JANUARY 8, 2019
Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations. However, some inquiries are much tougher to handle: an unexpected charge, or first bill, for example. Often, the greatest challenge is simply understanding the customer’s issue in the first place.
Lumoa
JANUARY 17, 2019
Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!
Beyond Philosophy
JANUARY 10, 2019
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? No. Save it? Nope. Give it to charity? Not a chance. I bought a fancy new fishing reel that I had my eye on but previously had felt was too expensive. It’s excellent, and I couldn’t be happier.
Oracle
JANUARY 17, 2019
While businesses across industries and verticals are making efforts to improve their overall customer experience (CX), the term “customer experience” is often misinterpreted or vaguely understood. The SmarterCX team hit the streets to find out just how many people are or are not familiar with the term “CX” — so if you think you’re the only one who’s not 100% sure, this may put your mind at ease.
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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ShepHyken
JANUARY 1, 2019
The Nine Mistakes. Finding Your Purpose to Achieve Success Sooner. Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future , which details the most common mistakes people make in their professional and personal lives. Shep’s Opening Monologue. Shep’s opening monologue addresses the question of how new technologies have changed–and haven’t changed–customer service.
Customer Bliss
JANUARY 17, 2019
In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. Netspend is a leading provider of prepaid Visa ® and Mastercard ® cards for personal & commercial use. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.
TechSee
JANUARY 29, 2019
Samantha is preparing for a party she’s hosting this weekend. She’d like to purchase a standalone freezer so she can cook in advance. Between carpool, the dry cleaners’ closing time, and the dog’s appointment at the vet, there is simply no time to hit the stores, or browse through a myriad of online options. Samantha takes 30 seconds to snap a photo of her available space and uploads it to the snap-to-purchase app.
CX University
JANUARY 14, 2019
A lot of customer experience pundits are talking about AI. They say it is ushering in a new age, a Customer Experience 3.0. OK. As a notorious heckler, I thought I would have my team research the market, as it stands, in the closing weeks of 2018. My question was: Who cares about promises; I am exhausted by all this thought leadership; I want specific examples; what are AI-driven solutions capable of achieving for customer experience, right now?
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.
Beyond Philosophy
JANUARY 23, 2019
I recently met with my financial advisor and learned my portfolio was riskier than my wife’s. That’s always been the case; I have always been the one taking more risks. Sometimes the risks I take pay off; sometimes they don’t. My good lady wife is more risk-averse than me, it seems. She does not take many risks, save for marrying me in the first place.
UJET
JANUARY 10, 2019
Great omnichannel support requires the right tools and training to ensure that your team provides a consistent customer experience. As your company grows, you'll need to support a higher volume of customers—which means scaling your customer-support team to meet their needs.
ShepHyken
JANUARY 8, 2019
The Culture of Caring. Creating an Unforgettable Customer Experience Every Time. Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience. Shep’s Opening Monologue. In Shep’s opening monologue, he elaborates upon the idea of amazing your employees so that they, in turn, can amaze your customers.
Customer Bliss
JANUARY 29, 2019
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?
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
Brandwatch CX
JANUARY 3, 2019
Ever since the first Tweet was sent, Twitter has been clocking up some impressive numbers. There is a library’s worth of Twitter stats, facts and figures out there on the internet, so we’ve collected the very best for your reading pleasure. Whether you’re looking for some stimulating reading with your morning coffee, a self-confessed data geek, or a marketer who wants to understand how Twitter can help your brand, we’ve got the Twitter stats for you.
CX University
JANUARY 8, 2019
In the Bible of Self-Help Books, “How to Win Friends and Influence People,” by Dale Carnegie, the author spends at least two out of every three chapters discussing an aspect of empathy. Two out of every three. The rest he spends on communication tactics you can employ to make it easier for people to follow your advice. But two out of three boils down to empathy: how to listen, how to consider someone else’s point of view, how to validate their point of view.
Beyond Philosophy
JANUARY 16, 2019
I have always been surprised by the massive wealth of data in academia that doesn’t get used. The reason, I believe, is the language. The way academic research is written is like a reading a legal brief; it’s impenetrable. You come away from it thinking the person who wrote it is very clever, but don’t understand what he or she said at all. My co-author and podcast co-host Professor Ryan Hamilton jokes that academic research is not written for a human audience.
Oracle
JANUARY 23, 2019
Leading economists say that the world is experiencing a technical revolution at a never-before-seen level of complexity. Artificial intelligence (AI) is at the center of this shift and is changing the way that people work, live, and relate to one another. These trends tend to scare people. “When we attempt to use machines to replace the role of humans in our social lives, the response is immediate and negative,” writes Steve Woods, CTO and co-founder at NudgeAI for The Globe and Mail
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