InMoment XI
JULY 21, 2017
Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan. In many cases, the best evolution happens as you follow the proverbial tea leaves—reading what the future holds and letting each initiative guide you to the next. In.
Bill Quiseng
JULY 18, 2017
I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes. Her book is a must-read resource for those intent on delivering an exceptional experience for their customers.
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Customer Bliss
JULY 6, 2017
Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. Machiavelli was actually writing about them in 1513. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore.
Alida
JULY 17, 2017
On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Throughout the day, one clear theme emerged: shared value. Creating shared value is essential for developing an authentic brand and truly connecting with customers.
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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.
GetFeedback
JULY 25, 2017
Customer feedback plays a huge role in customer experience management. We put together a shortlist of CX metrics every company can benefit from tracking.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JULY 17, 2017
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. A recent Temkin Group study revealed that CX leaders have 50% more engaged employees than laggards. Your front-line staff are the face.
Beyond Philosophy
JULY 17, 2017
In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. But many others look to technology. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.
Customer Bliss
JULY 11, 2017
Episode Overview. Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. I’ve known her for several years and I thought she’d be a great guest because of the tech space background, the multiple times experiencing the role, and her overall understanding of products, experience, and how to
Alida
JULY 14, 2017
There was a time when the only way to get a Dell computer was to go directly to the company. The PC giant long ago decided to sell through partners and retail channels too, but today some established brands are opting to experiment with their own direct-to-consumer (DTC) models. They have good reason. According to Nielsen, 90 percent of consumers would rather buy directly from a brand if they could.
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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.
ReviewTrackers
JULY 17, 2017
These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand. And since we can access all of those things — and more — with a few swift taps, it’s no wonder that every aspect of the customer experience has merged onto the heavily traveled mobile highway.
ijgolding
JULY 14, 2017
“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose. The difference between a user story like the one above, and meeting a customer’s overall goal. It is important to understand the difference between the two, because how you frame the interaction determines how your customer will experience it.
ShepHyken
JULY 19, 2017
I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. My friend and one of the world’s authorities on trust, David Horsager was one of the amazing keynote speakers. He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system.
Beyond Philosophy
JULY 5, 2017
I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.”. If I was just getting out of school I would find this rather terrifying. I think I’d much prefer a hearty “Congratulations – well done!” instead of a bunch of vaguely inspirational words reminding me how far I had yet to go.
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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Customer Bliss
JULY 20, 2017
This will be a shorter post than normal, but I wanted to put this out there. Sometimes with clients or companies, I’ll hear a concern about launching a full-scale customer experience program because “we’re far behind on it” or, more vaguely, “we already have something like that.” The status quo wins out and sameness persists, even though it’s not engaging customers and rivals are chipping away at market share because of their experiences.
Alida
JULY 21, 2017
Most companies today have a customer relationship problem. Many brands simply have no idea about the evolving needs of their customers, and that’s impeding their ability to build a closer relationship with customers. In fact, according to a study commissioned by IBM , nearly 80 percent of consumers don’t think the average brand understands them as an individual.
Win the Customer
JULY 31, 2017
According to research by Forrester, 77 percent of consumers claim that “valuing their time is the most important thing a company can do to provide them with good service.”. Businesses that are both thriving and progressive only get to such a level by mastering the art of pleasing and retaining customers. But even so, the best businesses are still more than eager to find new ways to improve their customer service experience.
CustomerGauge
JULY 20, 2017
The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. Companies like Apple, Dropbox, Cisco, HPE Software and Veeam Software have served as real examples to other businesses for customer-centricity and above all business growth. When it comes to customer loyalty and retention, the technology sector scores an […].
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.
QuestionPro Audience
JULY 11, 2017
A year ago, we published a series of best practice for questionnaire development. This year, we would like to highlight some common mistakes that research practitioners should avoid, to ensure their data collection effort is not wasted. We are calling them The Seven Deadly Sins Of Questionnaire Design. The Seven Deadly Sins emerged from an ecclesiastic era, and since then have evolved as broader ethic markers for those who prefer disinfected consciences.
Beyond Philosophy
JULY 3, 2017
For many organizations, the initial improvements in Customer Experience have long since passed. The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. Many organizations are scratching their heads wondering, “What now? However, they would be better off asking, “What’s next?”.
Customer Bliss
JULY 25, 2017
Episode Overview. Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013. In this episode, we primarily discuss how and when to know an organization is ready for customer-driven change. One interesting point (that I loved) which comes up here is how you absolutely need to honor the past as you shape the future, in any organization.
Alida
JULY 28, 2017
Consumers are looking for more than low prices. They want a better customer experience (CX) and are willing to pay for it. While retail giants such as WalMart and Amazon have both risen to success by reducing their price, 81 percent of customers indicate that they’re willing to pay more online and in-store for a superior customer experience, according to a recent Capgemini report. “The Disconnected Customer: What Digital CX Leaders Teach Us About Reconnecting with Customers,” also found 90
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
ShepHyken
JULY 5, 2017
I will always remember my first marketing class in college when we learned about the 4 P’s – Product, Price, Place, and Promotion. Well, now there is a fifth P. Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. The first P is about Product. It is assumed that the product is going to do whatever it is supposed to do.
Kerry Bodine
JULY 30, 2017
Journey maps have become one of the most popular tools for understanding and improving customer experiences. (Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular? And why should you invest in developing them? Let’s start with the reasons that the underlying framework of the journey is so important.
Eptica
JULY 26, 2017
Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Published on: July 26, 2017. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. 72% of companies surveyed by Forrester said improving customer experience was their top business priority, while in Gartner research, CEOs listed customers as their second biggest focus , ahead of workforce, and just behind growth.
Beyond Philosophy
JULY 10, 2017
Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. Throughout Europe and the U.S., brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience.
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