CX Accelerator
DECEMBER 31, 2018
When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.
GetFeedback
JANUARY 3, 2019
A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.
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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
Customer Bliss
JANUARY 4, 2019
Today’s podcast is the last replay featuring “best of” content from 2018. Thank you all for your support and for taking the time to listen to these podcasts. I’ve got a lot of great interviews coming up that I can’t wait to share with you! I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital.
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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
JANUARY 2, 2019
Last New Year’s, I wrote a blog post entitled, “All Your Customers Want for the New Year is a Good Customer Experience”. In the post, I retold my experience trying out Amazon Prime for the first time as well as a terrible experience with a website theme company. My main point was that you shouldn’t. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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 3, 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?
C3Centricity
DECEMBER 31, 2018
A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed. This year has been a particularly successful year for C3Centricity, with many of our newest post getting the top scores globally.
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.
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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.
Thematic
JANUARY 2, 2019
Providing amazing customer experience and customer service is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In the simplest form, excellent service is the result of treating customers with courtesy and respect. Treat them like people first, with an empathetic and sympathetic approach, and you are on the path towards success.
ShepHyken
DECEMBER 31, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 19 Customer Experience resolutions for 2019 by Customer Guru. (Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year.
Totango
JANUARY 4, 2019
‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. It’s a way of thinking. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Seemingly every customer believes they have the power to bend the business world to their exact needs.
Brandwatch CX
JANUARY 2, 2019
It is a fact of the internet that every click, every view and every sign-up is recorded somewhere. Depending on your view, this is either very creepy or fantastically interesting. As we’re data nerds here at Brandwatch we fall firmly in the second camp. We come across all sorts of interesting stats about social media sites and users, so we’ve collated the best of them in this bumper facts list.
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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Kayako
JANUARY 3, 2019
Increasingly, small and medium businesses have a ready-to-go customer experience strategy. If this is the case with you as well – don’t worry. It’s still not too late to get in on CX and reap its benefits. It’s still a relatively new field but that’s not to say it’s an easy strategy to develop. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations.
ShepHyken
JANUARY 2, 2019
Here’s another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. My friend, Dr. Neil Baum, the world-renown urologist, was speaking in Las Vegas at the Wynn resort. He noticed the electronic scale in the bathroom didn’t work.
ChurnZero
JANUARY 4, 2019
Firstly- Happy New Year Churn Fighters! Let’s talk 2019 predictions. No matter how deeply you gaze into the crystal ball wondering what this new year has in store for you or your business, the only thing you’ll know for sure is that despite your careful planning, some things will change. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals?
Oracle
DECEMBER 31, 2018
2018 was the year of customer experience for businesses around the globe, and CX experts and business leaders captured their experience in thought-provoking customer experience quotes. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking quotes on CX from 2018. CX is the key differentiator for brands of all sizes. “Regardless of your service, product, size of business or industry, customer experience has proven to [be] a key differe
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.
One Millimeter Mindset
DECEMBER 31, 2018
What are some of the greatest professional wins from this year? How will we carry these wins, forward, into every day and every month of 2019? End of year always is a time of simultaneous professional reflection as well as forward momentum. Most often, we dwell on the negatives: what went wrong, what we could have done better. To make ourselves feel better, we tell ourselves: look how far we have come from where we started out.
ShepHyken
JANUARY 4, 2019
This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Studies show that businesses that provide a positive experience to their buyers positively impact their profitability.
SurveySparrow
DECEMBER 31, 2018
Who likes advice? No one! Who needs advice? Everyone! A hard situation to be, isn’t it? And now you get advised online too. Everybody claims this is the best thing for you. Could that be true? Try googling about something and you get a million other sites that offer guides and tutorials and what not on the subject. To ensure that you are not losing out on any information and that you are covering the topic tip from head to toe, you would naturally open multiple pages.
Oracle
JANUARY 3, 2019
Customer experience (CX) professionals have acknowledged for years that customer expectations are on the rise and aren’t going to be lowered anytime soon. They’re on an ever-moving escalator. If you think about it, you never really reach the top of an escalator; it just keeps going up and up and up, continually repeating its perpetual ascent.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
One Millimeter Mindset
JANUARY 3, 2019
Now, how do you expect me, of all people, to answer this question? It is never too early to focus on retaining customers. Because if you do not make customer retention a simultaneous part of your customer acquisition process, then you will be worrying about retaining customers down the road. Because a customer’s retention experience starts long before that customer is acquired.
Answer Dash
JANUARY 1, 2019
(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. I’ve heard this spoken of chatbots, in particular, this year.
Customers That Stick
JANUARY 3, 2019
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Oracle
JANUARY 2, 2019
After decades of popular culture exposure, most people are familiar with virtual reality (VR) technology. Put on a headset or get pulled into a video game, and you can interact with a digital world. Science fiction films like TRON and The Matrix have been promising immersive VR experiences for decades, and while it doesn’t look exactly as predicted back then, new technologies have made VR experiences easy to create and inexpensive enough for average consumers to enjoy.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
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