Callminer
FEBRUARY 8, 2016
Voice analytics technology may offer considerable business benefits, but many organizations simply don’t know much about it. Here’s a look 5 unknown facts about speech analytics.
Uniphore
FEBRUARY 10, 2016
Ventana Research shows that organizations now support up to 17 channels of interaction with their customers! Get this complimentary Q&A with Richard Snow of Ventana Research as he discusses the challenges organizations are facing with omnichannel engagement and how to overcome them. Read More.
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Beyond Philosophy
FEBRUARY 10, 2016
When Rafat Ali, CEO and Founder of Skift, went to book a trip one morning, he was prepared. He knew he needed patience and perseverance to book travel online. What he wasn’t prepared for was the hostility he encountered from various travel entities, including Delta and Avis, to name a couple, or as he later calls it: #hateselling. #Hateselling announces there is a problem with your Customer Experience.
Heart of the Customer
FEBRUARY 11, 2016
In my years as a CX professional, I’ve run into plenty of organizations with CX programs that worked wonderfully, and plenty that didn’t—and plenty that seemed like they should work, but didn’t. These can often be the hardest to change, because everything about them seems to make sense—so why does the journey break down? As […].
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
FEBRUARY 11, 2016
The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Years one through three are the disruption, blocking and tackling years. Employees know how to achieve results within their silo walls. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits.
Kerry Bodine
FEBRUARY 10, 2016
Join us for a hands-on customer journey mapping workshop in historic Philadelphia! I’m thrilled to announce our first open enrollment workshop: March 23, 9:00 – 5:00 & networking dinner. March 24, 9:00 – 4:30. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ClearAction
FEBRUARY 7, 2016
Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1).
Provide Support
FEBRUARY 9, 2016
People who work in your company create the atmosphere your customers feel when they interact with your team. Well trained and friendly employees will always provide high quality customer service, but how to achieve this? The task of creating a customer focused culture is not as easy as it seems to be. There are always a lot of obstacles which prevent your customer service from being perfect.
Kate Nasser
FEBRUARY 7, 2016
Answering questions clearly helps create an outstanding patient experience. Have you taught everyone how to do this? Tips fr The People Skills Coach™. The post Outstanding Patient Experience: Create Through Communication | #peopleskills appeared first on KateNasser.com.
Customer Bliss
FEBRUARY 9, 2016
Do you know who is accountable for the delivery of moments of truth? To begin, create accountability for operational metrics by consistently defining the customer experience in stages that characterize the customer relationship with you. It’s likely that if you ask three people in your organization to define the stages of your customer experience, you’ll get three different answers.
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ClearAction
FEBRUARY 6, 2016
Customer Experience Excellence Course. [pmpro_levels] The post Customer Experience Excellence Course appeared first on ClearAction Customer Experience Consulting.
Waypoint Group
FEBRUARY 10, 2016
Just like Barbie dolls of late, CS teams come in different shapes and sizes. One might report to Sales, or Marketing, or Support, or some other department. Unfortunately each department’s metrics set off a conflict of interests: Marketing teams are evaluated by the number of qualified leads they bring in. Sales teams are evaluated by the number of deals they close.
The DiJulius Group
FEBRUARY 10, 2016
Luck of the Irish I recently had the pleasure to speak in Ireland for the Phorest Software Company. Phorest is the leading provider of salon software in Ireland and the United Kingdom. While working with Phorest, I was extremely impressed not only by what their software can do for their clients, but the incredible employee […].
CX Journey
FEBRUARY 11, 2016
Who is the customer experience custodian in your organization? I was recently interviewed by CSS Corp for their CXpert Speak series. The customer experience custodian was just one of the topics we discussed. As you probably know by now, I'm always happy to talk to anyone about customer experience and employee experience. So if you ask for my thoughts on these topics, I'll fill your ears, for sure!
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.
Qualtrics
FEBRUARY 12, 2016
Hey Q-Superfans! We want to keep Qualtrics growing and on the cutting edge of insight innovation, and to do that, we need your help. If you’re a raving fan of Qualtrics, we want YOU to become our ambassador, so we’re inviting you to join the Qualtrics Brand Ambassador program! What is the Qualtrics Ambassador Program? The Qualtrics Ambassador Program is a user group comprised of Qualtrics superfans who want to share their Qualtrics expertise and enthusiasm with the world.
1 to 1
FEBRUARY 10, 2016
The shipping and delivery industry is ripe for disruption and the disruption is coming in the form of automated supply chains and driverless cars. FedEx and UPS's longtime hold on shipping and deliveries is being challenged by tech firms like Amazon, Google, and Uber. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Fonolo
FEBRUARY 10, 2016
There’s a quote that many managers — across industries — live by. You may have heard it: You can’t manage what you don’t measure. There’s no question that benchmarking and measurement are important if you want to improve anything in your contact center, but you still have to be careful about how you approach it. Some call center benchmarks are a waste of time and resources, at best.
CX Journey
FEBRUARY 9, 2016
Image courtesy of CannedTuna Are you using personas to help your organization better understand your customers? I've written several posts - and shared one guest post - about the importance and the purpose of personas as part of your overall customer experience management strategy. Personas are characters or characterizations you create to represent the various types of customers that (might) buy from you or that use your products or services.
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?
1 to 1
FEBRUARY 9, 2016
Employees at our local pizza place refer to us as 'legends' because my family and I have literally been ordering from their restaurant my entire life. (That's right--even before I had teeth.) Yet, while our order has fluctuated over the years, our loyalty has never faltered, for it's the smallest gestures that always keep us craving more. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
FEBRUARY 9, 2016
Marketers are increasingly turning to personalization to strengthen engagement with customers. But as a recent CMO Council report illustrates, most markets continue to struggle with delivering personalized experiences, as just 3 percent of the 150-plus senior marketing executives who were polled believing their organizations have achieved a single customer view that's needed to connect effectively with target customers.
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