Sat.Jul 23, 2016 - Fri.Jul 29, 2016

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Top 3 Reasons Your Call Center Needs Customer Engagement Analytics

Callminer

More executives are turning to advanced analytics to measure customer and agent interactions and ensure their call centers are performing at a high level.

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Smelly Socks or Fresh Laundry – What Does Your CX Smell Like?

Beyond Philosophy

The other day, I walked into a coffee shop that smelled like a damp basement. It only took me a couple of minutes to decide that I didn’t really want coffee after all. That same week, I was walking through an airport when I smelled the aroma of hot cinnamon rolls. Cinnabon was calling me. Even though I wasn’t hungry, I wanted one of their hot, gooey, calorie-laden treats.

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Journey Mapping Design – the 5 Design Principles that will enable your journey map to drive change

Heart of the Customer

Kris LaFavor is the founder of DesignAhead. In addition, Kris is Heart of the Customer’s go-to designer for all of our journey maps (she also designed our website, so we’re big fans!). In this post, Kris lays out her guidelines to make sure our maps have that visual impact that is so critical to driving […]. The post Journey Mapping Design – the 5 Design Principles that will enable your journey map to drive change appeared first on Heart of the Customer.

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How to Balance Intuition in Customer Experience Management and Sales

PeopleMetrics

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. In a way, it’s almost like an elaborate game of Telephone: the further you are from a customer’s transaction, the more disconnected you become from their needs, their concerns, and their purpose for doing business with you. Far away from the customer, it becomes easy to buy into intuition and personal perspective.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Top 3 Reasons Your Call Center Needs Customer Engagement Analytics

Callminer

The post Top 3 Reasons Your Call Center Needs Customer Engagement Analytics appeared first on CallMiner.

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Astonishing Benefits Of Training Your Employees

Beyond Philosophy

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We have detailed emotional outcomes that we have orchestrated deliberately and meticulously. We give it to the customer-facing teams…. …and then, they carry on doing what they always did! Why do they keep doing the same things?

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Leading Customer Experience in a Service Business, With Renee Cacchillo [CB014]

Customer Bliss

Episode Overview. Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation.

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Ditch the Script: How to Personalize Real-Time Customer Service

Provide Support

Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. Every actor’s worst nightmare is forgetting their lines. Just imagine it: you’re standing in front of a crowd of hundreds, deep into the Second Act of The Importance of Being Earnest. and suddenly, your mind goes blank.

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[Interview] Improve Your Customer Service Training with This Expert Advice

Comm100

A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI. But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training

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Customer Service Training Newsletter

Customer Service Training

Subscribe to Deliver; the customer service training newsletter from customer-service-training-helper.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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5 Ways B2B Companies Can Accelerate Growth

Waypoint Group

As the leader of a B2B company, you want to see your growth indicators going off the charts. You’re always looking for a way to do more, better, with less. The question is, “How?” Especially for B2B firms, the answer is both surprising and potentially disappointing: It’s all about how well you collect and act upon feedback – from the right people – within your […].

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Conversation Challenges: Join People Skills Chat July 31st #PeopleSkills

Kate Nasser

Conversation Challenges is #PeopleSkills global Twitter chat topic. WHEN: Sunday July 31, 2016 at 10AM EDT. Hashtag: #PeopleSkills Click this converter link to convert 10amEDT to your local time. Background on This Chat Topic: Overcoming Conversation Challenges For some people conversation is easy to create and uplifting to have. For others, it’s difficult to start […].

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Willy Wonka of Coffee | Miracle on the Hudson

The DiJulius Group

Starbucks Opening Up Even More Upscale Brand Starbucks has been the standard on what a coffee experience should be and are already the most expensive. CEO Howard Schultz feels he can truly make price irrelevant. The company announced that they will be launching a new chain called Starbucks Reserve-only in 2017. “We recognize our customers […].

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Customer Experience Fuels Innovation

CX Journey

Image courtesy of Skley How does customer experience fuel innovation? I was honored to be a guest on #innochat on Thursday, July 21. Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for this chat every Thursday. The topic on July 21 was one of my favorites: customer experience, of course.

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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For Sale: Customer Feedback (Part 2)

Waypoint Group

Editor’s note: Here’s a quick one-sentence recap of part one: Giving bonuses based on feedback scores and focusing on good feedback scores are generally bad ideas. If you didn’t read it, feel free to check it out here. In part 1 of this two-part series you learned the hazards of incentivizing feedback and feedback management. In this segment, we’ll take a […].

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Key People Skills to Be First & Realize Career Dreams | #PeopleSkills

Kate Nasser

If you envision yourself as trail blazer who will be first to do something in your field, these key people skills are a must. From The People Skills Coach™. The post Key People Skills to Be First & Realize Career Dreams | #PeopleSkills appeared first on KateNasser.com.

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exceptional customer service training

Customer Service Training

Use this page to find and showcase examples of exceptional customer service training.

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Let's Talk Customer Experience!

CX Journey

Image courtesy of Shep Hyken What happens when Shep Hyken invites me to talk about customer experience? Amazing things happen! Shep and I could talk customer experience all day. If you don't know who Shep Hyken is, you've been living under a rock for quite some time now! Shep is, undoubtedly, the #1 thought leader and influencer when it comes to customer service.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

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Preparing for Increased Call Complexity in the Contact Center

1 to 1

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking. Indeed, while volume in every digital channel continues to grow for customer service, contact centers have seen call volumes decrease by 12 percent, according to the 2016 Global Contact Centre Benchmarking Report conducted by Dimension Data.

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How JetBlue Uses Conjoint Analysis to Understand Customer Preferences [Webinar]

Qualtrics

Finding out what your customers are feeling is pivotal for knowing what decisions to make. Maya Angelou said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”. This holds true in business. JetBlue has used conjoint analysis and maxdiff to understand how their customers are feeling and has used that information to build a world-class customer experience program.

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Why Marvel Insider is all About the Data

1 to 1

Marvel Entertainment, the company that's home to characters like Captain America and the Hulk, launched its new loyalty program, Marvel Insider , at San Diego's Comic Con this week. Given that Marvel fans are willing to camp out just to be first in line for the latest film or comic book release, offering a loyalty program appears to be unnecessary. .

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Verizon's Bid for Yahoo: A Digital Advertising Coup

1 to 1

This morning's announcement from Verizon about its bid to purchase Yahoo Inc. for $5 billion comes as no surprise. Under the leadership of CEO Lowell McAdam, the company has been actively putting the pieces in place to undergo a digital transformation--one that will enable the company to earn revenue from digital advertising, largely on mobile devices. . .

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Why Marvel Insider is all About the Data

1 to 1

And with several films set to be released over the next few years as well as a new theme park, brand awareness is not a challenge. But even a brand that's as well-known as Marvel needs to make its brand stickier with data insights. Powered by CrowdTwist, Marvel Insider lets fans earn swag for engaging with the brand on social media platforms, watching trailers for upcoming Marvel films and TV shows, and taking surveys.

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Verizon's Bid for Yahoo: A Digital Advertising Coup

1 to 1

This morning's announcement from Verizon about its bid to purchase Yahoo Inc. for $5 billion comes as no surprise. Under the leadership of CEO Lowell McAdam, the company has been actively putting the pieces in place to undergo a digital transformation--one that will enable the company to earn revenue from digital advertising, largely on mobile devices.

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Preparing for Increased Call Complexity in the Contact Center

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