Callminer
MARCH 10, 2017
Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers. This event is an online preview to CCW Digital’s premier event, the 18th Annual CCW, taking place June 26-30 at The Mirage in Las Vegas, NV. CCW Online Customer Experience Game Changers “The Efficient vs. The […].
Uniphore
MARCH 6, 2017
Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves. To continue successfully serving, acquiring and keeping customers, companies need a fresh approach in order to develop and maintain the efficiency of their digital customer service, one that drives brand loyalty with happy, satisfied customers who keep coming back.
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Beyond Philosophy
MARCH 8, 2017
We are fortunate enough to have two homes; one in England and one in the U.S. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Telecoms are bad at CX around the globe! Back in 2012, we did some research involving over 40 telecoms.
Win the Customer
MARCH 8, 2017
In a year of lackluster Super Bowl ads, one brand that stood out was a spot for antioxidant infusion drink Bai Brands, recently acquired by Dr. Pepper Snapple Group. The ad featured Christopher Walken reciting the lyrics for the 2000 N’SYNC hit “Bye Bye Bye,” accompanied by N’SYNC veteran Justin Timberlake looking on quizzically. The commercial combined humor with nostalgia to appeal to multiple demographics, targeting both Generation X audiences old enough to remember Walken in his
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Callminer
MARCH 6, 2017
Artificial intelligence has become a tool that contact centers have used with more frequency to work with customers.
Uniphore
MARCH 8, 2017
The millennial generation is vastly different from those that came before it. Far more technology focused than their predecessors, millennials understand what technology can achieve and therefore have far greater expectations when it comes to issues around service. Read More.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Kerry Bodine
MARCH 8, 2017
This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010. In fact, I’ve spent a significant amount effort over the past five years helping companies understand what service design is and how it can benefit their organizations.
Callminer
MARCH 9, 2017
Organizations, big and small alike, draw strategies and build cultures that seek to fulfill customer requirements.
Uniphore
MARCH 10, 2017
The ‘Holy Grail’ of customer service has always been first contact resolution – digital channels offer a new way to achieve this. Read More.
Heart of the Customer
MARCH 7, 2017
One unforeseen result from our journey mapping best practices survey was that a surprising number of practitioners – almost one-third – do not use segments or personas in their journey maps. If you don’t use personas in your maps, then you probably don’t design around specific types of customers. And that’s a real risk. Because […]. The post An experience designed for everybody helps nobody appeared first on Heart of the Customer.
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 Bliss
MARCH 9, 2017
If you’ve been listening to my podcast — I can’t believe we’ve done 41 episodes — one of the topics that comes up a lot is talent strategy. That is somewhat of a broad term, but here I take it to mean “getting the best people possible and retaining them.” Most CCOs will mention talent strategy when they talk to me, either on my podcast or in client work.
Callminer
MARCH 7, 2017
Consumer Financial Protection Bureau Definition. The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. The CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure relief services, as well as other financial services firms based in the United States.
Allen Speaks
MARCH 7, 2017
Much of current investment in customer service is focused on expanding capabilities in digital service channels and artificial intelligence. Recent customer service studies, however, have illustrated the need to focus on the human element of customer service. Read on to find out the important findings of these studies. Accenture Strategy’s Global Customer Pulse Research found that 88% of customers use digital channels at some point in their shopping journey.
CX Journey
MARCH 8, 2017
Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity.
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Comm100
MARCH 8, 2017
Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. But with the thousands of #CustomerService tweets, how are you supposed to get exposed to fresh ideas without spending hours or even days trudging through the classic internet information overload? We have compiled the following list of customer service experts so that you don’t have to.
Callminer
MARCH 7, 2017
Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. The CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure […].
Confirmit
MARCH 6, 2017
Looking for a bit of guidance to help you with your ACE Awards submission ? No problem. Not only have we extended the deadline to March 16 th to give you more time to perfect your answers, but we’ve also got a few tips, tricks and words of wisdom for you as well. Grab a coffee and let’s get started. Why should I enter the ACE Awards? There are lots of reasons to enter – from industry recognition, to rewarding your dedicated employees to having a shiny new trophy to display to n
ClientSuccess
MARCH 7, 2017
Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire. “Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire , Founder, FT Works. She explained that many who have been in the field for a long time smile when they hear the phrase “Customer Success” because the concept has existed for decades, under other names.
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.
The DiJulius Group
MARCH 8, 2017
Mistakes Happen By now you have probably seen the Oscar screw-up in which Warren Beatty and Faye Dunaway where given the wrong envelope and falsely announced that “La La Land” had won the Academy Award for best picture. It was a very unfortunate mistake, one I think the majority of the public felt bad […].
Customer Service Training
MARCH 8, 2017
In Tune Customer Service Training Video; very simple, easy to use, very effective
Confirmit
MARCH 7, 2017
End users of research are more demanding than ever. They need insights to drive business decisions now. Sooner than now, if possible. The Market Research industry has been focused on meeting this ever-growing demand for years, but new opportunities to automate repetitive activities are emerging that will revolutionize the market. By using technology that allows researchers to shorten timelines and bring faster turnarounds to clients, MR agencies can focus on high-value processes that differentia
Customer Bliss
MARCH 7, 2017
Episode Overview. I’ve known Jim for many years and regularly cross paths with him, like many in our space. I truly believe those doing customer experience and customer-driven growth work are a community, and Jim and I represent that in this podcast. We share fearlessly with each other. Across a wide variety of customer-facing roles, Jim has now come to head up customer experience for the 38 million member organization AARP.
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?
Provide Support
MARCH 8, 2017
Customer service has shifted more and more online over the past couple of decades, and increasingly that means customers are reaching out via social media when they have an issue that they’d like you to resolve. It’s a great opportunity for businesses, as this kind of semi-formal interaction is likely to increase that customer’s spend by 20-40% when they are dealt with appropriately.
Confirmit
MARCH 6, 2017
A well-designed and executed Voice of the Customer program is at the heart of any customer experience endeavor. But a VoC program does not simply appear, fully-formed at the heart of any organization, no matter how well planned it is. Any CX professional will be aware that their VoC program operates at multiple levels; tactical and strategic; leadership and front line; financial and operational.
Confirmit
MARCH 6, 2017
Leading organizations around the globe rely on Confirmit to transform customer feedback into better business results. Our Professional Services and Consulting team provides expert assistance in designing effective Voice of the Customer programs, helping clients significantly impact business performance for more than a decade. As your trusted partner, your Confirmit team collaborates with you to tailor the feedback programs that best achieve your goals.
Confirmit
MARCH 6, 2017
Confirmit Voices is a 5-stage customer engagement model that gives you the power to: Listen to the Voice of the Customer (and/or the Employee), Integrate that voice with existing data to generate powerful insight, Take action that will deliver real business change. The Analyze and Act stages provide powerful, tailored reporting and action management capabilities that give you the ability to analyze the data you gather and automatically generate alerts to tell you when you need to act quickly, sa
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.
Confirmit
MARCH 6, 2017
Video is a rich data source that allows you to gather powerful, qualitative insights into the behavior, attitude and opinions of the participants in your Market Research studies or feedback programs, whether they are for Voice of the Customer (VoC) or Voice of the Employee (VoE). By capturing video you can gain deeper insights and a clearer understanding of your respondents to help drive effective decision making.
Confirmit
MARCH 6, 2017
W5 is Ireland’s first ‘full-service’ customer experience design, measurement and engagement consultancy. The company works in partnership with clients to design and measure customer and employee experiences that differentiate and add value. Voice of the Customer.
Confirmit
MARCH 6, 2017
Technology is at the heart of CATI operations. It facilitates your staff’s workflows, helps you deliver on the promises you’ve made to clients, and drives management decisions. Subpar system performance and technical limitations can have dire consequences for your business. So, when was the last time you thoroughly evaluated the technology that supports your CATI operations?
Confirmit
MARCH 6, 2017
Technology is at the heart of CATI operations. It facilitates your staff’s workflows, helps you deliver on the promises you’ve made to clients, and drives management decisions. Subpar system performance and technical limitations can have dire consequences for your business. So, when was the last time you thoroughly evaluated the technology that supports your CATI operations?
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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
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