Callminer

FEBRUARY 6, 2017

Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, and reaping the benefits of satisfied customers.

Customer Experience 182

Customer Experience 182

Beyond Philosophy

FEBRUARY 8, 2017

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. It’s not (as you might guess) cost! Instead, the problem is priorities, and specifically the priorities of people who make critical company decisions. You see, as people move up the chain of command, they get further and further removed from the average customer.

Finance 123

Finance Retail CX Sales 123

Uniphore

FEBRUARY 8, 2017

There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology. This resurgence is driven by four primary factors – it’s a perfect storm – a confluence of drivers causing massive interest, adoption, growth and innovation.

Innovation 100

Innovation Technology Technology 100

Customers That Stick

FEBRUARY 6, 2017

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Customer Experience 123

Customer Experience Customer Service 123

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Customer Bliss

FEBRUARY 9, 2017

I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with. If you do customer experience right — think in terms of the five core competencies — then you will (over time) create a customer-driven growth engine and see revenue uptick from your customer experience side.

CX 90

CX Engineering Finance Customer Acquisition 90

Heart of the Customer

FEBRUARY 7, 2017

A while ago I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked […]. The post Don’t Forget to Map the Employee Journey appeared first on Heart of the Customer.

Customer Journey Map 79

Customer Journey Map Customer Experience 79

Customers That Stick

FEBRUARY 9, 2017

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Customer Service 114

Customer Service 114

Win the Customer

FEBRUARY 9, 2017

Because you can’t always turn to an expert in times of trouble and crisis, there are strategies you can turn to protect confidential customer information from getting in the wrong hands. Beyond a good customer service experience, customers seek out businesses whose owners are credible and trustworthy, will safeguard their personal information, and stay up on the latest trends.

Education 80

Education Customer Service Technology Technology 80

Heart of the Customer

FEBRUARY 7, 2017

A while ago I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked […]. The post Don’t Forget to Map the Employee Journey appeared first on Heart of the Customer.

Customer Journey Map 68

Customer Journey Map Customer Experience 68

Customer Bliss

FEBRUARY 7, 2017

Episode Overview. Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects.

Technology 64

Technology Technology CX Customer Satisfaction 64

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Kerry Bodine

FEBRUARY 6, 2017

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. And yet, errors and missed opportunities abounded in last night’s game. Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! 84 Lumber ’s ad about immigration encouraged the Super Bowl’s 100+ million viewers to visit journey84.com to watch the portions of the ad deemed too controve

Social Media 48

Social Media Gaming CX Advertising/ Marketing 48

CX Journey

FEBRUARY 8, 2017

Image courtesy of Steve Bowbrick What do the first 90 days on the job look for a brand new CXO or VP of CX? Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software. If you missed our conversation, you can f ind it on their site. One of the questions that Scott asked me during our session is what I'd call the customer experience officer's (CXO's) "first 90 days.

Education 50

Education CX Transformation Government CX 50

Confirmit

FEBRUARY 8, 2017

Did you know that the average company uses at least eight channels to capture customer data? Unfortunately, Aberdeen Research shows that 85% of companies aren’t using that data effectively. Of course, that means that a few leading companies are getting it right. They do so by building integrated voice of the customer (VoC) programs that turn customer data into concrete actions.

VOC 40

VOC Actionable Insights Voice of the Customer Customer Satisfaction 40

The DiJulius Group

FEBRUARY 8, 2017

What Your Customer Satisfaction Scores Are Not Telling You What Your Customer Satisfaction Scores Are Not Telling You Having strong Key Performance Indicators that are tied directly to your company’s Customer Experience is critical to your company joining the Customer Service Revolution. However, most Customer satisfaction reporting is not 100% accurate.

Customer Satisfaction 40

Customer Satisfaction Customer Service Customer Experience 40

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.

Voice of the Customer

Kerry Bodine

FEBRUARY 6, 2017

When you’re developing your journey maps, it’s important to remember that one journey map template will not meet all your needs. You need to tweak (or sometimes completely redesign) your journey map based on two key considerations: What kind of story you want to tell. You might want to show the pain points and highlights in your customer journey. But that’s a different story than, say, trying to show how often customer cross channels or how often they interact through digital touchpoints.

Touchpoint 70

Touchpoint Voice of the Customer Customer Journey Map 70

Beyond Philosophy

FEBRUARY 6, 2017

A lot of people give the millennial generation a hard time, but when it comes to customer experience, the millennials’ thinking is spot on. While we older folks spent our 20s and 30s buying new couches, bigger houses and fancier kitchen gadgets, millennials are spending their money on concerts, vacations and dinners with friends. In a survey for the event promotion site Eventbrite, 78 percent said they’d rather spend their money on an experience or event than a product.

Artificial Intelligence 135

Artificial Intelligence Retail Social Media Start-ups 135

Confirmit

FEBRUARY 7, 2017

Last month I presented a webinar titled “Too Much Data? Time to Untangle the Web” ( you can watch it on-demand here if you missed it ). During the session, we wanted to get a sense of where our audience stood in terms of their own CX data, so we asked two questions of all those attending. How much CX data does your business have available?

Voice of the Customer 51

Voice of the Customer Touchpoint CX Customer Experience 51

Kerry Bodine

FEBRUARY 6, 2017

When you’re developing your journey maps, it’s important to remember that one journey map template will not meet all your needs. You need to tweak (or sometimes completely redesign) your journey map based on two key considerations: What kind of story you want to tell. You might want to show the pain points and highlights in your customer journey. But that’s a different story than, say, trying to show how often customer cross channels or how often they interact through digital touchpoints.

Touchpoint 48

Touchpoint Voice of the Customer 48

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?

Technology