Totango

APRIL 8, 2022

Mapping out your customer journey is not an easy task. It can be complicated and messy and difficult to see the path forward. When you finally get it all mapped out, then you have to figure out which tools to use to activate it – and it might even be outdated a week later! Shouldn’t there be an easier way? Meet the Customer Experience Canvas. This new tool from Totango is the first and only solution that enables you to visually design, build, run, measure and iterate on any customer journey in r

Customer Journey Map 96

Customer Journey Map Start-ups Customer Experience 96

Execs In The Know

APRIL 8, 2022

Technology changes impact all facets of a business. For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. While contact centers are increasingly turning to Artificial Intelligence (AI) applications for a variety of reasons, these technologies are not a silver bullet for everything, nor are they a complete so

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

Shep Hyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. He shares how retailers can understand the digital customer experience in the retail world.

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

cxservice360

APRIL 8, 2022

As we continue through a remote-dominated workforce, stress and burnout have become an increasing problem. In a 2021 Indeed study, 52% of workers reported burnout symptoms, which is almost 10% higher than what was recorded prior to Covid-19. Burnout is described as an intense prolonged feeling of exhaustion that stems from excessive emotional, mental, and.

Customer Service 52

Customer Service 52

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

VOZIQ

APRIL 8, 2022

Customer experience is the key to success in any business. The customer experience is the sum of all interactions a customer has with your company, product, or service. We have selected a few of our favorite books on customer experience, which we believe are worth reading in 2022 and beyond. What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint.

Customer Experience 40

Customer Experience Hospitality Hospitality Touchpoint 40

Execs In The Know

APRIL 8, 2022

The metrics you use to track your organization’s growth help shape strategic decisions and inform stakeholders of key challenges you may be facing. One metric commonly tracked by businesses is customer lifetime value (CLV). CLV is a great way to keep track of your customers’ overall perception of your brand, but it can also serve to signal gaps in the omnichannel customer experience, revenue you may be leaving on the table, improvements that can be made in marketing, and more.

Net Promoter Score 98

Net Promoter Score Contact Center Omnichannel NPS 98