Callminer
JANUARY 9, 2018
Artificial intelligence (AI) gives machines the ability to learn from experience as they take in more data and perform tasks like humans.
CX Accelerator
JANUARY 10, 2018
Happy 2018, folks! Ready or not, the new year is here. And with the turn of the calendar comes everyone’s favorite annual process: goal setting! Sadly, this rite of passage is often overlooked or marginalized within customer service departments. We can become wholly focused on things like quality scores, metrics, and new technology (all of which are extremely important), but annual goals should help you get out of the day-to-day way of thinking and practice continual improvement.
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Beyond Philosophy
JANUARY 10, 2018
Popular belief has long held that oldest children are responsible, high achievers. And recent social science research indicates that this trait extends to their careers. As explained in this National Public Radio report , firstborn children have the benefit of their parents’ undivided attention early in life, and that advantage can influence their development.
Lumoa
JANUARY 9, 2018
Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.
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Customers That Stick
JANUARY 8, 2018
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UJET
JANUARY 11, 2018
Customer experience is one of the largest competitive advantages for businesses today. With tons of knowledge and great minds to learn from, choosing where to focus your time can be a daunting task. But we have some good news: we’ve put together a list of five CX blogs you can follow to kick off the new year with great content delivered right to your inbox.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Comm100
JANUARY 9, 2018
Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences.
Taylor Reach Group
JANUARY 6, 2018
Weekend Favs January 6 written by John Jantsch read more at Duct Tape Marketing. My weekend blog post routine includes posting links to a handful of tools or great content I ran across during the week. I don’t go into depth about the finds, but encourage you to check them out if they sound interesting. The photo in the post is a favorite for the week from an online source or one that I took out there on the road.
ClearAction
JANUARY 10, 2018
What is Customer Centricity DNA? Lynn Hunsaker. What is customer-centricity DNA? Can you develop it, or must your business be “born” with it? DNA means “the fundamental and distinctive characteristics or qualities of someone or something, especially when regarded as unchangeable”. And centricity means “being situated at the center; a position of central prominence or importance”.
Heart of the Customer
JANUARY 10, 2018
I fired Comcast for their customer experience – but not for the reasons you might think. Comcast is the poster boy for poor customer experience. Most of these complaints have to do with negative touch points, such as reps who change customers’ names to insults or loyalty reps who won’t let a customer cancel. Customer service or experience ratings firms, such as the […].
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
JANUARY 7, 2018
Each year ICMI accepts nominations for and then publishes their list of Top 50 Thought Leaders from the contact center industry. It has been a pleasure to be associated with ICMI through their conferences, webinars, book club, blog, and of course, the regular #ICMIChat Twitter chat every Tuesday at 10am Pacific time. We are pleased to announce that for the fourth consecutive year, we (Jenny and Jeremy) were honored to be included in the list of thought leaders.
Fonolo
JANUARY 11, 2018
The weight social media has on brand affinity and customer satisfaction is constantly growing. Today 84% of consumers expect companies to respond within 24 hours after posting on social media, while 72% of Twitter complaints expect a response within an hour. But what does this mean for the future of customer service? Well, it’s been said that social customer care is actually the new business marketing.
eglobalis
JANUARY 7, 2018
Customer Experience The Pillars of seamless “ IOT ” transformation into better servitization, customer experience and living experiences - Where Services, Digital & Physical Products Meets #CX #IOT. The post The Pillars of seamless “IOT” transformation into better servitization customer experience and living experiences appeared first on Eglobalis.
Myra Golden Media
JANUARY 8, 2018
This is you. Confident and Prepared. So, my 14-year son old got contact lenses for the first time last week. He’s struggling to get the contacts in. Every morning Warren comes downstairs to my bathroom so I can help him with his technique. More than once he’s said, “I freakin’ hate contacts!” He even asked me to hold his upper eyelid up and steady for him.
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.
PeopleMetrics
JANUARY 10, 2018
When Volunteers Are Treated Like Customers, Everyone Wins. Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. A central element of a true Customer Experience Management (CEM) program is “closing the loop”.
ClearAction
JANUARY 10, 2018
What is Customer Centricity DNA? Lynn Hunsaker. What is customer-centricity DNA? Can you develop it, or must your business be “born” with it? DNA means “the fundamental and distinctive characteristics or qualities of someone or something, especially when regarded as unchangeable”. And centricity means “being situated at the center; a position of central prominence or importance”.
Fonolo
JANUARY 9, 2018
The cloud has radically transformed the call center industry. This shift, now chugging along into its second decade, has been well covered and is no longer surprising. Imagine if someone from this industry time-travelled to 2018 from, say, 5 years ago. (Admittedly, not a great pitch for a sci-fi movie.) To him, the growing number of agent seats served from the cloud would be quite expected.
Provide Support
JANUARY 10, 2018
3d rendering android robot thinking in office. Happy Holidays! As the new year dawns, many of us take the time to reflect on the milestones achieved in the past, and also look ahead to what the future has in store. How many changes will 2018 bring about for those in customer service? What innovations and technologies will be transforming the world and shaping its future?
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?
Beyond Philosophy
JANUARY 10, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.
Customer Bliss
JANUARY 11, 2018
As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it).
Taylor Reach Group
JANUARY 11, 2018
By: Colin Taylor. The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The US market size was estimated by the Everest Group at between $78 and $81 billion dollars annually. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center agents employed by these Contact Center Outsourcing (CCO) firms representing thousands of organizations and brands.
Fonolo
JANUARY 10, 2018
Fonolo is excited to return as a sponsor for this year’s Customer Contact Week (CCW), January 22-25th, 2018 at the Hyatt Regency in New Orleans, Louisiana. CCW will provide delegates with the tools and insight to deliver world-class service. Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. This is the place where customer care, CX, and contact center leaders come together!
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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
CX Journey
JANUARY 9, 2018
Image courtesy of Pixabay Does your company place top priority on culture and employees? I've asked this question many times over the last several years - over the last 25 years. I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience.
Customer Bliss
JANUARY 12, 2018
Overview. How do you transform customer experience within the postal service – an industry that affects the whole nation? In this episode, Christine Corbett , a hybrid CCO of Australia Post , shares how she’s using her background in operations and communications to unite the organization and reinvent the Australia Post customer and employee experience.
Myra Golden Media
JANUARY 8, 2018
Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. We show our three best features in this short video. 1. Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo. 2.
DMG Consulting
JANUARY 8, 2018
Apocalyptic Predictions and the Contact Center . Every few years the soothsayers among us predict global trends that are either totally alarmist or too good to be true. Here are some of my favorites from the past few decades: The world is running out of oil – started in the 1970’s. New age sensibility and meditation will bring world peace – circa 1970’s.
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 Journey
JANUARY 11, 2018
Image courtesy of Pixabay Today I'm pleased to share a guest post by Ford Blakely , founder and CEO of Zingle. According to Google , 98% of Americans switch between devices in the same day. Today’s savvy consumers have a variety of options when it comes to engaging with your brand. From desktop and laptop computers to tablets and smartphones and even brick and mortar stores, the customer journey is more complicated than ever.
Waypoint Group
JANUARY 11, 2018
Customer advocacy, listening, engagement, and experience (CX) are hot topics in 2018. These terms were surely overused last year but they highlight a heightened awareness of the Customer Voice. It’s clear that brand affinity is increasing in power especially as competition heats up in many product and service categories. With the new year underway, do you have your Customer Advocacy plan in place?
Comm100
JANUARY 11, 2018
KPIs and Analytics drive call centers as much as the people taking the calls. While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly. This first-hand information is the best tool possible for learning not only where you need to improve, but also where you are doing well — and that positive feedback is fantastic when shared with agents to help boost their morale.
DMG Consulting
JANUARY 8, 2018
Question: How can we improve our contact center coaching? Answer: In recent years, coaching has evolved from a monthly one-on-one session between a supervisor and an agent/representative into an ongoing dialog and two-way exchange of data. Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications.
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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