Uniphore

MAY 22, 2017

Today’s modern, tech-savvy customers are becoming increasingly demanding in their quest for a great customer experience. They expect to be able to shop anytime, anywhere and from any device easily, and if your brand is not fulfilling these expectations, you won’t survive. Therefore, one of the critical aspects of any customer service strategy today is to deploy an Omnichannel sales and customer service approach that provides customers with an integrated experience across all channels, including

Omnichannel 133

Omnichannel Social Media CX Sales 133

Beyond Philosophy

MAY 22, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it. However, neglecting your brick-and-mortar experience can lead to inconsistent CX and online backlash.

Social Media 144

Social Media CX Retail Gaming 144

Heart of the Customer

MAY 23, 2017

I’ve been traveling a lot, and recently had a few service interactions that show the power – and the peril – of using texts to engage customers. Perhaps you’ve seen that some higher-end hotels are sending welcome texts as a simpler way to engage customers and to show responsiveness. I first experienced this at the […]. The post Using SMS to improve – or detract from – the customer experience appeared first on Heart of the Customer.

Customer Experience 90

Customer Experience 90

ProProfs

MAY 23, 2017

Training programs exist to make sure your employees are well-equipped with the skills, knowledge, and procedural awareness necessary to fulfill their responsibilities as safely and productively as possible. Investing in a good training program helps you cut the costs of educating new hires and establishes a faster-integrated, higher-performing team.

Entertainment 94

Entertainment Gaming Engineering Education 94

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

Uniphore

MAY 26, 2017

High on emotion! The impact of emotion on the customer experience is far greater than it would at first appear. Clearly, this is something that contact centers need to account for. Read More.

Customer Experience 113

Customer Experience Contact Center 113

Beyond Philosophy

MAY 24, 2017

The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish sandwich that tasted too fishy to eat. A massive yet strangely bland macaroni and cheese concoction. And a $12 light beer. No wonder I don’t go to the ball park very often. Apparently, I’m not alone, and it seems that major league baseball is paying attention.

Gaming 137

Gaming Sports Hospitality Hospitality 137

Provide Support

MAY 23, 2017

6 Study-Backed Tips for “Best in Class” Customer Service. Good quality customer service is the best interest for both companies and their customers today. In the markets overflowing with similar products, offering a special memorable service is a foremost way to stand out from the crowd. However, do customers really need service to be special and tricky or do they want their basic needs to be met?

Customer Service 69

Customer Service Customer Expectations 69

Uniphore

MAY 24, 2017

Good customer service is all about consistency. It’s one thing to deliver good service to a customer, but quite another to achieve this with regular consistency. However, it is exactly this kind of consistency that the modern customer demands. Read More.

Customer Service 113

Customer Service 113

UJET

MAY 24, 2017

While UJET was born out of sheer customer frustration, support agents face just as many hurdles on the other side of the customer support experience.

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CX Journey

MAY 24, 2017

I originally wrote today's post for Clicktools. It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they e

Customer Experience 61

Customer Experience Customer Journey Map Touchpoint CX 61

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Customer Bliss

MAY 23, 2017

Episode Overview. Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association. While they hold numerous events throughout the year, their benchmark event is The Belmont Stakes. Under her leadership, they turned it into a three-day festival. In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” To win that award, it beat out the Super Bowl (a pretty large event), the FIFA Women’s World Cup final, and more.

Sports 57

Sports Customer Experience Hospitality Hospitality 57

Uniphore

MAY 23, 2017

Implementing a Virtual Customer Assistant or sometimes referred to as a Chatbot within your contact center will prove to be beneficial to both your organization and the customers you are trying to serve. Read More.

Contact Center 113

Contact Center 113

DMG Consulting

MAY 22, 2017

Using Interaction Analytics to Improve the Customer Journey (whitepaper). 4/21/2017. By Donna Fluss. Introduction. Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.

Text Analytics 48

Text Analytics CX Customer Service Customer Experience 48

Confirmit

MAY 23, 2017

What’s the toughest job in the world? There are probably a lot of answers that spring to mind, but chances are “contact center agent” isn’t on your immediate list. However, this was Claire Sporton’s suggestion as she kicked off proceedings at Confirmit’s “Voice of the Customer in Contact Centers” event in London last week.

Contact Center 45

Contact Center CX Voice of the Customer Healthcare 45

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Dennis Snow

MAY 24, 2017

Bobby Herrera is the CEO of Populus Group – a wonderful organization. What makes Populus Group wonderful isn’t so much what they do, but HOW they do it. Bobby and his team of “climbers” (employees) have built a company culture based on values that they actually live. I had the opportunity to work with a group […].

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Uniphore

MAY 25, 2017

Helping customers to help themselves. Virtual Customer Assistants or Chatbots offer organizations a new dimension in customer service – but not all virtual customer assistants are created equal. Read More.

Customer Service 100

Customer Service 100

Kate Nasser

MAY 26, 2017

Customer Service Mindset: Be a key link in the chain of success. It's service not servitude. Best in service insights fr Kate Nasser, The People Skills Coach™. The post Customer Service Mindset: Key Link in the Chain not Life in Chains | #custserv appeared first on KateNasser.com.

Customer Service 40

Customer Service 40

Confirmit

MAY 21, 2017

Last week saw the sixth CXPA Members Insight Exchange and I was so proud to see the way in which the event, and the CXPA itself has grown and matured over the years. The Confirmit team attended with a group of consultants, marketing and account team members to cheer on our CX consultants Sarah Simon at the podium and Stacey Nevel with a Show and Tell session.

NPS 45

NPS Education Voice of the Customer CX 45

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.

Voice of the Customer

Waypoint Group

MAY 26, 2017

Let’s keep this one short and let the 3-panel cartoon show the story that we’ve all experienced, but often encourage in our own companies. Who among us enjoys a service representative saying such things? Put the other way, which would be better for the business: honest, candid feedback from 100% of your customers that can drive the right improvements, or only […].

NPS 40

NPS 40

1 to 1

MAY 22, 2017

Content may be king, but it needs data insights to strengthen its reign. Such was the strategy Lindsay Roy, vice president of greetings marketing at Hallmark, outlined at the Mobile Marketing Association’s Leadership Forum. During an on-stage presentation, Roy explained how Hallmark, a more than 100-year-old company, is investing in data science and analytics to make sure that its messaging continues to resonate with customers.

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Customer Bliss

MAY 25, 2017

Let’s talk for a second about positive customer experience. We all know what it looks like and feels like, and (hopefully) we’ve felt it ourselves too. It means each channel is consistent, each touch point makes sense, each rep knows what they’re discussing, etc. In short, it means consistency — or as I’ve called it, experience reliability and innovation.

Customer Experience 84

Customer Experience Innovation Customer Retention CX 84

Confirmit

MAY 23, 2017

You’ve probably got a customer experience program. Most companies do. And if you’ve got a program, you’ve probably got a vision. Which is nice. But how do you get from where you are today to the place where that vision is realized? To the day where you capture insights from customers at every touchpoint. Where employees are engaged in the CX process.

VOC 40

VOC CX Touchpoint Voice of the Customer 40

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology