Experience Investigators by 360Connext
OCTOBER 17, 2018
Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.
Customer Bliss
OCTOBER 17, 2018
How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience? Make-mom-proud companies take a human-centered approach when engaging with customers.
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Oracle
OCTOBER 15, 2018
Businesses now live in the age of “experience” Thanks to the digital revolution, so much of a brand’s bottom line now depends on customer experience because consumers have more access to information (and therefore more access to alternatives) than they’ve ever had before. The competition for consumer headspace is increasing and so is the pressure for brands to create an emotional bond with customers.
CloudCherry
OCTOBER 19, 2018
Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs. They obviously want to provide supreme and excellent service on a daily basis. But even though the desire to improve MX is there, building an MX program from scratch is hard.
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Experience Investigators by 360Connext
OCTOBER 17, 2018
Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
One Millimeter Mindset
OCTOBER 15, 2018
Current and potential customers can tell us overstated stories. To attract our attention, negotiate business with us. And lead us on and on and on. So, why do we continue to believe them? Until we don’t, anymore? First of all, we are flattered that these customers contacted us. At this point, we accept their overstated stories as completely truthful.
Customer Bliss
OCTOBER 17, 2018
In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO. You’ll hear from Brian Lilie , CCO and Head of Technology at Equinix , the world’s largest IBX data center & colocation provider, and Isabella Lau , CCO and CMO at Manulife , a Canadian multinational insurance c
TechSee
OCTOBER 16, 2018
James wants to water his lawn. He picks up the hose, turns on the water, and a few minutes later…the job is done. Then James installed a smart sprinkler system. Before his lawn can be watered, James needs to make sure his WiFi is enabled, his device is configured to his municipality’s water use guidelines, the programming is set properly to water Monday, Wednesday and Friday from May through September, and the device is connected correctly to other information systems like The Weather Channel so
Alida
OCTOBER 18, 2018
Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. This year, we were excited to introduce a ‘fireside chat’ to the agenda to discuss how to capture the voice of the customer in 2018 featuring our CEO, Scott Miller alongside four of our industry-leading customers: Twitter, Etsy, Global R
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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.
Customer Guru
OCTOBER 16, 2018
Customer Experience is the only true differentiator for brands today. It is a very broad term encompassing various factors. While we believe that no one definition can do justice to this term, we’ve put together a list of definitions of CEx by experts. “ Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. ” ~ Gartner, World’s leading information technology resea
Customer Bliss
OCTOBER 16, 2018
In my new 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 a longer video of 10 customer experience potholes to avoid.
One Millimeter Mindset
OCTOBER 18, 2018
Why do initiatives on retaining customers still feel like a bunch of isolated actions? Provided by people in separate departments. With different functions. All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is linear.
NICE inContact
OCTOBER 16, 2018
Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?
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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Oracle
OCTOBER 18, 2018
A visit from a field service technician isn’t typically something that a customer looks forward to. It has historically involved a pre-arranged appointment during an inopportune and large window of time, which requires re-arranging of schedules and a lot of sitting around and waiting. This creates a perfect storm of opportunity for customer dissatisfaction.
ShepHyken
OCTOBER 17, 2018
There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies. It’s not about just learning, but also about executing on what we learned. The reason I bring this up is that I was reading an article about the top global brands.
Retently
OCTOBER 19, 2018
How do you approach customer happiness in your company? Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?
iPerceptions
OCTOBER 18, 2018
When it comes to selecting a medical center, patients now have the tools at their disposal to search for and compare the ones that best meet their needs. Medical centers are now expected to offer a positive Patient Experience (PX) that is critical to attracting and retaining patients.
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.
Experience Matters
OCTOBER 17, 2018
In our latest consumer benchmark study, we asked more than 5,000 U.S. employees what they felt was the most important thing they want to accomplish at work. The top motivator, by a very large margin, is Making a positive impact. This option was chosen three times more frequently than the next highest option, Earning a lot of money. I also examined the data by age groups.
ShepHyken
OCTOBER 19, 2018
This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Introduction: AI in CX. _. The CX industry is primed for a breakout in the application of artificial intelligence — as other fields like biotech, healthcare, automotive, and cybersecurity have also seen.
8x8
OCTOBER 17, 2018
This post is part of a series focused on the manufacturing industry highlighting emerging trends affecting the employee and customer experience. The manufacturing industry is on a tear. Strong growth, almost euphoric sentiment and the highest productivity improvements of any industry indicate manufacturing has its mojo back.1 It’s such a great story, I just want to stop here and bask in the glow.¹ But, that little voice of due diligence won’t be silent.
ProProfs Chat
OCTOBER 18, 2018
96 percent of executives view ineffective communication as the primary reason for workplace failure. This figure shows that there is a dire need for customer support teams and others to communicate with one another effectively. Only then can they fulfil customer requirements; delighting them to do more business. A shared or collaborative email inbox plays a critical role in smoothening the process of communication.
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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.
Eptica
OCTOBER 16, 2018
Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis.
ShepHyken
OCTOBER 16, 2018
From Like to Love. Inspiring emotional commitment from employees and customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs.
Elevio
OCTOBER 14, 2018
Recently we reached what was a big mental milestone for us, breaking through $1M in annual recurring revenue. From a humble beginning, along our journey at Elevio we’ve hit a number of internal milestones that are more meaningful to our situation like raising a seed round, reaching profit, numerous product releases, major customer wins, and some epic product usage metrics.
Second to None
OCTOBER 16, 2018
The holiday season is approaching and it can help determine whether 2018 was a year of growth or stagnation for your retail brand. New technologies have shifted consumer expectations, changing the necessary preparatory work that a brand must complete to ensure a bountiful holiday season. Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey.
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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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