Beyond Philosophy
MAY 3, 2017
There are too many people in organizations that do not tell their bosses and senior management the reality of the situation. It’s like the story of the emperor’s new clothes. No one would tell the emperor that the beautiful new clothes he’d commissioned didn’t really exist. So the emperor paraded through the streets stark naked until a young child finally told the truth: “But he hasn’t got anything on!”.
Customers That Stick
MAY 4, 2017
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Uniphore
MAY 5, 2017
The customer experience begins well before and continues long after their interactions with your contact center. So an omnichannel experience encompasses much more than just customer service. Read More.
PeopleMetrics
MAY 4, 2017
Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. However, one exception to this stagnation in activities exists: the practice of customer journey mapping.
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.
Beyond Philosophy
MAY 1, 2017
Most organizations realize Customer Experience is vital to their competitive differentiation. But they don’t do anything about it, at least not anything with real impact. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in The Intuitive Customer. Designed to help navigate the new thinking in the new world, the imperatives provide a starting point for developing a future customer experience.
Customers That Stick
MAY 1, 2017
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
MAY 3, 2017
We all like to talk. It’s part of being human. We like to share ideas and concepts. It’s natural. It’s also a terrible way to learn from your customers. This may seem obvious. But then why do so many do this wrong? I was reminded of this in a journey mapping round table I recently […]. The post The Best Way to Learn from Your Customers? Sit Down and Shut Up!
Customer Service Life
MAY 1, 2017
I’m excited to announce that I recently partnered with Solvvy to publish an ebook highlighting the benefits of using artificial intelligence in the contact center. As a customer service leader, I remember the days when one of our supervisors was out of the office because those were the days where I spent most of my day answering questions from my agents.
ClearAction
MAY 3, 2017
Customer-Centered Business: 10 Keys to Organic Growth Lynn H. What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes from all these motives, but it springs from customers buying your offerings. When customers quit buying, all the rest becomes irrelevant. Centering your business on customers is therefore the logical choice.
Uniphore
MAY 3, 2017
Delivering a better customer experience is always a key goal, but not always that easy to achieve. Effectively implementing and utilizing a Voice of the Customer program is the answer. Read More.
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.
CX Journey
MAY 4, 2017
Today is my Day One. Back in 2011, I started blogging at CX Journey when I was between gigs. I wanted to build my personal brand, and I felt like I had a lot in my head to share with others after (at that time) a 20-year career in this CX space. Those first months of writing were pretty interesting. If you ever plan to start blogging, do not - let me repeat - do not watch the site stats.
Customer Service Life
MAY 5, 2017
This article was originally published on the FCR blog on April 20. Click here to read the original. Word clouds are a great way to visualize what’s really going on within a huge blob of text. One of my favorite things to visualize with a word cloud is all of the verbatim customer comments from Customer Satisfaction (CSAT) or Net Promoter Score (NPS) surveys to see the most common words that stand out.
Customer Bliss
MAY 4, 2017
General Episode Overview. Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. She then advanced through a variety of vertical industries, each time honing her skills. In our conversation we discuss how specifically one goes about improving business to business customer experience.
Uniphore
MAY 1, 2017
Why is achieving a single view of the customer so difficult? Contact center Nirvana could be described as knowing anything and everything about the customer, in order to serve them effectively and efficiently. A pity achieving this is so hard. Read More.
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Provide Support
MAY 2, 2017
Keeping customers happy. What, truly, is happiness? Is it the central purpose of human life? A mere byproduct of luck? Is it a psychological state, or a positive evaluation of being? For businesses, the answer to all of the above questions is, of course, who cares. The only definition of happiness that matters is the one that applies to customers, and a happy customer is one that’s loyal, that keeps coming back for repeat purchases, and one that recommends you to family, friends and social media
DMG Consulting
MAY 2, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Phone This field is for validation purposes and should be left unchanged. Close. IVR Optimization Improves Service and Reduces Costs. . 4/25/2017.
Kerry Bodine
MAY 1, 2017
I’m excited to announce two additions to our 2017 workshop lineup! NEW! Brand Experience. August 22 in San Francisco. We’ve taken the best of our Designing Brand Experiences consulting offering and compressed it into a one-day workshop. In this interactive workshop, we’ll help you examine your organization’s brand from the outside in and analyze how it’s currently expressed to customers across their entire journey.
Customer Bliss
MAY 3, 2017
Guest post by Matt Dixon. Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live.
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.
Confirmit
MAY 1, 2017
On April 27, 2017 Confirmit’s New York City office joined thousands of American businesses to participate in Take Our Daughters and Sons to Work Day. This is a nationally recognized event that encourages girls and boys across the country to dream without gender limitations and to think imaginatively about their family, work, and community lives.
The DiJulius Group
MAY 3, 2017
Screw Small Talk As a student at Northwestern University, Kalina Silverman performed a social experiment as a research project and ended up starting a global movement, called Big Talk. Due to her own struggles in college and loneliness, Silverman wanted to be able to meet new people and skip the small talk, to have deeper. Read Full Article. The post Screw Small Talk, Make Big Talk | We Are Just Tourists appeared first on The DiJulius Group.
ClientSuccess
MAY 2, 2017
Imagine a bucket filled with holes. Now, imagine trying to keep that bucket full of water. Even as you add more into the bucket, the holes continue to leak out water, creating a vicious cycle that can go on forever. For Customer Success Managers (CSMs), the leaky bucket cycle is a real thing, it just involves customers rather than water. The Leaky Bucket Could Be Costing You.
Customer Bliss
MAY 2, 2017
Came across an interesting article recently recapping many of the current themes and trends being discussed in customer experience. The article is ostensibly a recap of Sprinklr’s Digital Transformation Summit , held recently in Nashville. If you’re unfamiliar with Sprinklr — it’s not quite a huge name in enterprise circles yet — it’s a social media management and automation tool that’s gained a lot of traction.
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?
InteractionMetrics
MAY 4, 2017
Martha will be speaking at two events this month. On May 8, you can find her in Los Angeles at the ASOA ASCRS Annual Congress, sharing the stage with Randy Baldwin, CareCredit VP Industry Marketing. They’ll be presenting “10 Laws You Need to ACE the Customer Experience.” Attendees will learn how to improve customer service […]. The post May 2017: Dedicated to Improving Customer Service & Measuring CX ROI appeared first on Interaction Metrics.
Confirmit
MAY 3, 2017
Customer Experience professionals rely on customer feedback management (CFM) platforms to support their need to capture, analyze, share and take action on insights identified through customer feedback. To assess the state of the CFM platform market, Forrester performed an important evaluation of the strengths and weaknesses of top CFM platform vendors.
CX Journey
MAY 2, 2017
Image courtesy of ARMLE Are you taking action on your customer data? I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. I've witnessed it for far too long. I've written about this topic a few times in the last several months: The Definition of #CX Insanity Do You Employ Actionability Thinking in Survey Design?
Uniphore
MAY 2, 2017
There are a number of steps that can be taken by organizations seeking to obtain a holistic view of their customers. It may prove to be a long process, but it will be worth it in the end. Read More.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
InteractionMetrics
MAY 4, 2017
Martha will be speaking at two events this month. On May 8, you can find her in Los Angeles at the ASOA ASCRS Annual Congress, sharing the stage with Randy Baldwin, CareCredit VP Industry Marketing. They’ll be presenting “10 Laws You Need to ACE the Customer Experience.
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