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Futurelab
MARCH 8, 2024
NOTE: From now on, every Friday, here: Kolle’s column about #NoBullshitCX #20yearsFuturelab Taking action at both the individual client level and the team/company level with a more strategic view is the ONLY way to get ROI out of a VoC programme. Do you succumb to analysis paralysis, or are you action focused?
Adrian Swinscoe
FEBRUARY 15, 2023
Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature […] The post A story about inclusive customer experience first appeared on Adrian Swinscoe.
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Adrian Swinscoe
OCTOBER 3, 2023
We talk about a new whitepaper that they’ve just published on the Attention Economy, what […] The post When we talk about attention, we’re actually talking about engagement – Interview with Walter Flaat of dentsu Canada first appeared on Adrian Swinscoe. Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer.
Adrian Swinscoe
JANUARY 26, 2024
Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, […] The post The raw and honest truth about what agents think about their jobs – Interview with Juanita Coley first appeared on Adrian Swinscoe.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process.
Bill Quiseng
DECEMBER 6, 2023
So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep. The best managers are passionate about what they do.
Callminer
FEBRUARY 15, 2023
How consumers feel about your brand has a powerful influence on the success of your business. This blog provides best practices and insights into driving a positive brand experience.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
NPS and C-SAT become the keys to the realm, but offer no true insights. So how do you reach a place where VoC actually provides clarity?
Advertiser: Vanilla Forums
Learn about different self-serve channels and how to implement them. That’s right. You can both boost your customer experience while spending less. This eBook details it all! Learn how offering self-service improves the customer experience. Get case studies of self-service platforms across industries.
Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo
They give companies the opportunity to directly connect with their customers while simultaneously getting feedback about their product/service. Mobile apps are a key component to having a strong customer engagement strategy. Most importantly mobile apps help companies build customer loyalty and increase sales.
Speaker: Matt LeMay - Product Coach and Consultant, Author of Product Management in Practice and Agile for Everybody
Just about every organization is trying to make the shift from "output-focused" product teams (often known as "feature factories") to "outcome-focused" product teams focused on the actual value they can deliver to the business and its customers. You'll learn: How to think of outcomes and output as a system, not a zero-sum choice.
Advertiser: Vanilla Forums
Learn about topics including: The real value that comes from customer marketing. Including a customer marketing foundation to the customer success roster of tasks isn’t adding extra responsibilities, it’s using existing initiatives to win in new ways. How marketing to customers generates revenue. Who should own customer marketing.
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Sure, your teams might get by with standard PM tools, but imagine how much more efficient and effective they could be with a purpose-built tool designed specifically for the new client implementation and onboarding process.
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As the end of third-party cookies looms ever closer, some consumers are rejoicing in their demise while many advertisers and brands worry about how they’ll move forward without them. Consumers have tolerated them as a necessary cost of doing business online, even as they’ve grown to loathe them.
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
Join us to learn more about: Key Insights: How to measure Customer Experience and engagement across channels. Ways to identify objectives and obstacles, discover actionable insights, and measure outcomes.
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