Heart of the Customer
DECEMBER 4, 2017
Journey mapping isn’t easy. That’s why almost 2/3 of journey maps fail to drive change. A failed journey mapping project is a huge waste – not just because of the dollars and energy that went into it, but also because one failed journey mapping project makes it less likely that your company will try again. So here are four […]. The post Four Common Journey Mapping Mistakes appeared first on Heart of the Customer.
Uniphore
DECEMBER 8, 2017
Today, there’s a growing consensus that the age of robotic process automation (RPA) has arrived, capable of significantly increasing operational efficiency, thus offering clear-cut cost, performance and scalability benefits. It seems it’s only a matter of time before RPA will eventually be leveraged in just about every industry, automating business processes with cognitive systems.
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Beyond Philosophy
DECEMBER 6, 2017
Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance. When a patient doesn’t take their medicine properly, doctors call it “noncompliance.
Fonolo
DECEMBER 6, 2017
At the end of every year, we analyze data collected by onholdwith.com to expose the worst hold time offenders for the year, and today, we’re ready to reveal the results compiled from 2017. The list is determined by the number of tweets, with the phrase “on hold with”, directed to a brand’s account. Last year, we reported that Apple was the worst company to call, which captured the attention of consumer reporters across the nation (Read Stuck on Hold?
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Heart of the Customer
DECEMBER 6, 2017
Customer experience pays. There’s no shortage of research on the impact of an improved customer experience, including improved revenue, profit, and, as a result, stock price. But how do you improve your CX? By focusing on Effectiveness, Ease, and Emotion. Improving on these three factors will ensure you are improving your customers’ outcomes, as well as your own.
ProProfs
DECEMBER 4, 2017
Knowledge is powerful. The organizations that are able to tap into it and share it with stakeholders are able to outshine the competition. Having said that, companies that are making efforts to empower the affiliates (and look beyond its employee base) have better chances to succeed. With businesses investing time, money and resources to boost their corporate training initiatives, “extended enterprise learning” as a concept is assuming center stage and gaining prominence.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
DECEMBER 5, 2017
Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
Customer Bliss
DECEMBER 8, 2017
The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.
ProProfs
DECEMBER 6, 2017
I was of the opinion that a good salesperson is the one who is a smooth talker and quick to answer questions even before you have them. Someone who will convince you to buy a product that you probably don’t even need. But the bubble burst for me when I got an opportunity to interact with some of the tech industry’s top sales professional. I came to realize that the best salespeople aren’t always the slickest talkers, rather they’re actually the most effective listeners.
Myra Golden Media
DECEMBER 3, 2017
There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is, communicate your understanding. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. I’d like to take a minute to talk about what I think happened, and then answer any questions you might have.”.
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.
Customer Service Life
DECEMBER 7, 2017
Photo Credit: Bryce Johnson via CC License. This article was originally published on the FCR blog on November 20, 2017. Click here to read the original. When it comes to outsourcing customer service you may encounter a couple of different staffing models. The first is a shared model where you pay per minute for an agent’s time only when they are speaking with customers.
Beyond Philosophy
DECEMBER 5, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” It’s likely that you can’t articulate a distinction. A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibili
Provide Support
DECEMBER 8, 2017
What Your Customers Hate and Love Most About Your Live Chat Support. There’s no doubt that in this increasingly digital era Live Chat has become the number one support tool for many businesses from different fields and industries. Small start-ups, mid-sized companies and major corporations use it to handle customer communication. Whatever the company size, they enjoy greater results in terms of customer satisfaction, mainly driven by high user adoption and minimum support needs.
Myra Golden Media
DECEMBER 8, 2017
In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer’s place, Sense the Situation From the Customer’s Perspective, Discuss What’s Upsetting the Customer, and Coming Up with Ways to Fix the Problem.
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.
DMG Consulting
DECEMBER 7, 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. Email This field is for validation purposes and should be left unchanged. Close. AI: On the Right Path but Not Yet Real. 10/24/2017.
Taylor Reach Group
DECEMBER 5, 2017
Newsletter. Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Quality Assurance - Avoiding Gray Areas . Increasing Costs in the Contact Center Due to Increased Efficiency . Disaster Preparedness, Recovery and Business Continuity . Founder of Customer Services Audit and Creator of Snapshotz Online Makes Guess Appearance.
Customer Bliss
DECEMBER 5, 2017
Overview. Do you have what it takes to be an entrepreneur? Can you manage a B2B relationship with customer providers and consumers? In this episode, Angie Hicks , CCO of ANGI Homeservices and co-founder of Angie’s List , shares how she built Angie’s List into the valuable service provider tool it is today, and how she transitioned her entrepreneurial and marketing experience into the customer experience role she currently holds at ANGI Homeservices ( which acquired Angie’s List this year )
Comm100
DECEMBER 8, 2017
Introduction. Another Thanksgiving has come and gone, but that doesn’t mean you’ve missed your chance to be thankful. In fact, if you’re going to run a successful, customer-centric business, it is important that you express gratitude towards your customers regularly. Here are important tips for writing a thank you letter to your customer, complete with sample thank you letters to help you show your customer how much you appreciate them.
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?
Confirmit
DECEMBER 5, 2017
If you’re a call center supervisor dedicated to improving the customer experience, what can you do? Work on closing the gap between what the customer wants and what your call center delivers. In the short recording below, we’ll explore the areas with the highest discrepancy between what the customer wants and what a call center delivers so you and your team can develop ways to proactively meet those expectations and increase customer satisfaction with your issue resolution.
Taylor Reach Group
DECEMBER 5, 2017
Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc. (TRG), a globally recognized consulting firm focused on optimizing clients’ Contact Centers and Customer Experience (CX), today announced they are working with one of the largest veterinary hospital organizations in the United States and Canada. Taylor Reach is working on a telephony transformation program to replace their client’s existing Telephony platform.
CX Journey
DECEMBER 6, 2017
Image courtesy of Pixabay Does your company suffer from the "not my job (NMJ) syndrome?" When was the last time you heard someone being asked to do some task that wasn't outlined in their job description, only to respond with, "That's not my job?" Recently? Yup. I believe it. It's an all-too-frequent occurrence that employees draw the line in the sand or draw a box around themselves, refuse to do some task, and say, "Not my job.
SugarCRM
DECEMBER 6, 2017
For many, CRM trends for the New Year seem pointless for three main reasons: long technology development cycles, the industry’s obsession with one or two big ideas over the course of multiple years, and journalists’ penchant for trends that are either too obvious or too outlandish to really drive value. But, thanks to some hyper-development in CRM (and tech in general) driven by AI, mobile and the cloud (as well as some less obvious drivers like GDPR ), we’re finally seeing some interesting chan
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
Confirmit
DECEMBER 4, 2017
This time of year, many people are reflecting upon what they’ve accomplished this year and what to anticipate in the future. We tend to underestimate change in the long term and overestimate change in the short term. So talking about this topic for 2018 can be fraught with challenges – but we’re going to do it anyway! The CX world is destined to be a very different place in the future, but before we get there, we’d like to share with you our perspective about what’s
Taylor Reach Group
DECEMBER 3, 2017
By: Sarah Hill – Stapley. Recently Colin Taylor, our CEO, and John Cockerill, President, had the pleasure of speaking at the 15th Annual SCORE Conference. The focus of this year’s event was incorporating CEM strategies as part of your corporate DNA. Senior executives from a variety of industries attended the conference clearly, deeply invested in Customer Experience.
Waypoint Group
DECEMBER 5, 2017
I recently ranted about how to best accelerate profitable growth (Accelerating profitable growth: How to tip the scales in your favor), “…we know that good Merger & Acquisition activity can accelerate top-line growth… but considering the investment, is it profitable (or at least “optimally efficient”) growth, and with a better ROI than true customer loyalty?
SugarCRM
DECEMBER 4, 2017
Outdated and cumbersome, legacy CRM systems typically provide you with simple storage of customer data, and a few relevant fields and tasks for sales to follow up on. Most of the time, those fields are confusing, overwhelming and unstructured. Simply put, legacy CRM systems are not up to today’s business standards, and they don’t fit the needs of most people in the modern workforce.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
CX Accelerator
DECEMBER 5, 2017
Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe have been wrestling this issue since the invention of the telephone. The good news is it can be done! With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Fo
PeopleMetrics
DECEMBER 5, 2017
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program. But wait! Do your customers know that you’re actually listening to them?
Beyond Philosophy
DECEMBER 4, 2017
I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory , with missed appointments, lousy modems and just a general “we don’t care about you” mentality. So when I heard that U.S. Federal Communications Commission chairman Ajit Pai proposed eliminating net neutrality rules , my first thought was that my customer experience in Florida is about to get even worse.
Lumoa
DECEMBER 5, 2017
Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. It has been our second Slush and we enjoyed every bit of it. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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