Experience Investigators by 360Connext
JANUARY 2, 2020
I’m weirdly excited about this year. 2020 – a year of vision ! (See what I did there?). This time of year is all about the BIG plans. We’re going to eat healthier, get better sleep and drink more water, right? Of course. We’re also going to execute big strategies based on big plans in our businesses. I have total faith in you.
GetFeedback
JANUARY 1, 2020
This guide will teach you how to use customer loyalty metrics to improve customer experience and increase retention rates.
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CloudCherry
JANUARY 2, 2020
So, you’re pretty comfortable with your CX know-how…. You’ve been in the space. You’re putting in the daily work. You’re listening to stellar CX Podcasts (shameless…not sorry). But, 2020 is right around the corner, and you’re itching to up your game. Might we suggest setting a CCXP Certification in your sights for the New Year? On this week’s episode of ‘The Sweets of CX’ , Braeden Daly – Senior Product Marketing Manager at CloudCherry (now Cisco), recent recipient of the CCXP Certificatio
Beyond Philosophy
DECEMBER 31, 2019
Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I discussed these predictions on a recent podcast. However, it isn’t just predictions. I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. .
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
TechSee
DECEMBER 31, 2019
Companies now know that customer experience is the key competitive differentiator. Data shows that organizations which excel in CX outpace laggards on the S&P 500 index by almost 80%. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CRMI
JANUARY 3, 2020
Of the three primary disciplines in business—marketing, sales, and service—customer service has the power to make your company stand out amongst the competition. After all, a recent American Express survey stresses that seven out of 10 U.S. consu.
Beyond Philosophy
JANUARY 3, 2020
How to Ensure You Make Good Decisions. I am an Apple Superfan. As a loyal customer, I notice all the positive moments in my Customer Experience with them. They reinforce that my brand is the best and buying from them was a good decision. Moreover, if I ever see an article that is negative about Apple, or positive about a competitor of Apple, I don’t believe it or, worse, don’t read it.
Michel Falcon Experience
JANUARY 3, 2020
Before the end of the year, we spend time building our marketing plans, setting our operating budgets and creating strategic plans to drive our business forward. One thing that I believe our companies and the public are getting better at, is understanding the importance of customer experience. Just look at all the content that is being created for customer experience improvement after a simple Google search.
GetFeedback
JANUARY 2, 2020
This guide will teach you how to create a customer experience journey map, analyze each key touchpoint, and take action.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
CRMI
JANUARY 3, 2020
CX Network looks at two data mistakes that hinder customer experiences: Data silos and the big data myth. It is a fact of business that poor data practices have the ability to do real damage to customer relationships. After all, as Emmanuel Obadi.
ReviewTrackers
JANUARY 2, 2020
Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations. Implementing a VoC plan can drive a 10x increase in annual revenue. If done correctly, you can also use VoC to bolster your customer retention. Bring 10X Revenue and Retain Customers with VoC Programs. One study surveyed over 200 businesses on the trends, solutions, and challenges in customer experience.
ShepHyken
DECEMBER 31, 2019
The Emotional Brand Experience. How to Differentiate Your Brand Through Emotional Connection with Customers. Shep Hyken interviews Lindsay Pedersen. They discuss strategies for how brands can differentiate themselves by creating authentic, genuine connections with their customers. Top Takeaways: A brand is its customer experience and vice versa. The brand and the experience are built on the relationship between a business and its customers.
GetFeedback
JANUARY 2, 2020
The right NPS survey will help you build long-lasting relationships with your customers.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
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CRMI
JANUARY 3, 2020
Whether your company actively recognizes this notion or not, one fact’s for sure – your employees are your greatest asset by far. From those who operate along the frontlines, to those who maintain systems behind-the-scenes, your employees are the cornerstones of you.
Upstream Works
JANUARY 2, 2020
This series started with digital transformation being the overall driver of change in 2020, and from that we’ll examine some sub-themes over the next few posts. Most technology decisions for contact centers are now built around customer experience – CX – but that’s a broad goal that can take many forms. One of the most powerful drivers of CX is making it feel personal, especially for today’s digital customers.
Oracle
DECEMBER 31, 2019
The CX industry continues to evolve, and with it the customer expectations, available technologies, and business processes surrounding it. How will these changes affect your day-to-day customer experience throughout the upcoming year? Here are 5 predictions for how customer experience interactions will shape up for 2020. AI will continue to push employees into new roles.
ShepHyken
DECEMBER 30, 2019
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. Using Social Media to Connect with Your Most Loyal Customers by Michael A. StankoBlanca Isabel Hernández OrtegaFrancisco-Jose Molina-CastilloRishika RishikaJosé Franco.
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.
CRMI
JANUARY 3, 2020
Customer experience has gained respect from various verticals as findings signal that experience will soon be the key decision-maker for consumers, above product and price. Here we look at five customer experience trends in retail highlighted in o.
Calabrio
JANUARY 2, 2020
As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. The acquisition was the ideal next step for both companies to unite and create the global standard for the customer experience industry and take the shared mission to humani
Totango
JANUARY 2, 2020
As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance. The evidence is clear —companies that use customer data insights to arm their operations teams outperform their competitors by as much as 85%.
ShepHyken
JANUARY 1, 2020
I’m going to break away from my typical articles about customer service and experience and get personal. It’s that time of year when we make New Year’s resolutions that, while well-intentioned, we quickly fall short of and often forget in a very short time. Personal goals about working out and losing weight seem to be the most popular. Those resolutions can often be frustrating, especially if they become a pattern of failure that repeats year after year.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
CRMI
JANUARY 3, 2020
When crafting a customer experience game-plan CX practitioners should consider the geographic location of their target audience if they want to fully meet expectations and delight customers. As mentioned by Martin Ortlieb, User Experience Research.
Customer Enthusiast
DECEMBER 31, 2019
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a customer service role and execute their job functions, blissfully unaware of the opportunities they forfeit daily to demonstrate exceptional customer service behaviors. Awareness is key. People don’t know what they […].
Sampson Lee
DECEMBER 30, 2019
In my previous article, Ryanair: Achieve Customer Success with One-ply Toilet Paper, I stated the three limitations of customer-centricity and promised to provide a better option in the context of business strategy. In this article, I will feature the recommended substitute: extreme experience. What is extreme experience? To put it succinctly, it means enlarging the […].
Talkdesk
JANUARY 2, 2020
Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company. After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. This new report examines the rapidly changing landscape of available solutions for the customer service industry along with valuable insights, analysis
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
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