Sat.Mar 09, 2019 - Fri.Mar 15, 2019

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The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.

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The True Path to Measuring Customer Sentiment Through Speech Analytics

Callminer

While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC tracking in your contact center.

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Expand your addressable market to drive your next wave of growth

Intercom, Inc.

During your first wave of growth, your initial customers are very important. You have to build a product that solves a problem and works well for them. As you reach your next wave of growth, you need to continue to invest in those customers and in that product, and recognize that, in order to keep growing, you need that product to appeal to more people.

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Customers Are Irrational! Why? What Can We Do About It?

Beyond Philosophy

Customers Are Irrational! Why? What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones. This episode of The Intuitive Customer explores customer irrationality.

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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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How to Successfully Manage the Post-Purchase Customer Service Experience

Fonolo

The buying experience often gets the most attention in customer service. Conversions are the name of the game for most businesses, so it would make sense that importance is placed on the process leading up to a purchase. For example, retail brands focus heavily on ensuring that sales associates help shoppers find the right sizes, greet guests warmly, create quick and easy checkout processes, and include thoughtful touches like water bottles in change rooms.

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See CallMiner At Enterprise Connect 2019!

Callminer

Meet us at Enterprise Connect. CallMiner has a number of activities going on which we invite you to attend that focus on AI, contact center technology, and better customer experiences!

More Trending

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Looking Ahead: the State of Customer Experience

Customer Bliss

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did last year with my good friend Laura Ortman—chief customer officer of Equinix —in which we discussed a wide range of topics including the future of customer experience, our role as customer experience leaders, and the experiences of women in leadership. .

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Creating a Simple and Simplified (S+S) Experience Culture: What needs to change first?

eglobalis

Creating a Simple and Simplified Customer Experience Culture. The post Creating a Simple and Simplified (S+S) Experience Culture: What needs to change first? appeared first on Eglobalis.

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How to Handle Customer Escalations in the New Customer-Centered Economy

Totango

Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have high expectations. They want to be able to communicate with your business through the channels of their choice. They expect you to reply to their communications quickly and resolve escalations in a timely manner.

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How Trader Joe’s Makes Customer Experience its Competitive Advantage

Fonolo

After graduating from university, I spent a sun-soaked 18 months living in Southern California. Having moved from Ireland, my family and friends back home were interested to hear what I liked and disliked about my new life “state side.” They did not expect to hear about my adoration for the supermarket chain Trader Joe’s , which happened to be conveniently located two blocks from my apartment.

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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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15 Tips On How To Send NPS Email Surveys You Can Implement Right Away

Lumoa

Do you send Net Promoter Score surveys by email? Check out the best tips on NPS email surveying and improve your overall NPS ratings.

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Creating a Customer Experience Culture: What needs to change first?

eglobalis

Creating a Customer Experience Culture - First change. The post Creating a Customer Experience Culture: What needs to change first? appeared first on Eglobalis.

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A Customer Onboarding Checklist for the Digital Era

Totango

When a customer buys your product or subscribes to your service, you need to impress them—fast. Customers form opinions based on their first experiences with a product, so if they get a bad first impression, it can be difficult to change their minds. Customer onboarding is the period after a purchase when your customer is getting to know your product or service.

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Top Trends Affecting Contact Centers and the Customer Experience They Deliver

Taylor Reach Group

By Colin Taylor. The month of March is now upon us and the predictions and prognostications for the new year are pretty well behind us. But before we bid adieux to the pundits’ predictions and Top 10 lists, I will add my voice to the collective noise. Predictions are challenging and dangerous; people remember and can take great delight in pointing out missed predictions.

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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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Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change”

Heart of the Customer

At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices! Journey mapping opens up extraordinary avenues for business growth, but only when done wisely and well. Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […].

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Walk in the Shoes of Your Customers

The DiJulius Group

Announcing the Speaker Lineup For The 2019 Customer Service Revolution! The two most important words in customer service are empathy and compassion. It is important to train your team members to operate with empathy and compassion throughout every customer interaction. The DiJulius Group recommends creating a Day in the Life of a Customer video in. Read Full Article.

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How Much Does LMS Software Cost? An Overview of Pricing Structures

ProProfs

“Costs do not exist to be calculated. Costs exist to be reduced.” – Taiichi Ohno, Japanese engineer & businessman. Cost is a primary consideration for most organizations, which need to adopt any software tool. This is especially true for startups and small enterprises with limited resources. Once you get the cost factor right, everything else becomes easier to manage.

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My Understanding of AI in CX so Far. Things Could Change!

Customer Service Life

This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission).

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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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3 Steps to Telling a Robust Customer Journey with Chelsie Rae Lee of SnackNation

Customer Bliss

Does your organization have a system in place for measuring customer churn ? In today’s episode, I chat with Chelsie Rae Lee , Senior Vice President of Customer Strategy at SnackNation , a subscription service that delivers snacks to homes and offices. In this sense, SnackNation is a B2B2C company, as it partners with grocers and other businesses, while also selling directly to consumers.

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Customer Service Agent Scoring and Actionable Data

CSAT.AI

“Too much information, running through my brain…” The Police have it right. We’re drowning in the amount of info available to us. However, what use is data that isn’t sifted or that comes too late? In customer service it means loss of clients and thereby loss of revenue. Customer service agent scoring and actionable data is valuable when targeted.

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Can AI-Powered Automation and Human-Centered Customer Service Co-Exist?

Transcosmos

Artificial intelligence has come a long way since the early days when it first appeared as a storytelling device in works of fiction. This gave rise to the popularity of thought-capable artificial beings, inspiring innovators to make this unique concept possible. Now, it seems that a synthetic intelligent machine network bent to end the world isn’t far-fetched thanks to the wonders of technology.

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Why Customer Experience is a Marathon Full of Sprints

CX Journey

Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience.

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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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Are Consumers Aware of Their Personal Data Extracted Online?

ProProfs

Has it ever occurred to you what happens to the personal info you fill in when you make an online transaction, or order food online, or sign up for any service, or fill up forms for a eLearning course , or take a quiz or a survey , etc.? Let us pull up the curtain to show you what really happens to the data you enter on the web. Your valuable information can be gathered by anyone, anytime with the assistance of AI, Internet of Things (IoT), or IoT connected devices.

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Insights from Insights

Confirmit

Last week we joined insights, research and marketing professionals from around the world at the Marketing Week Insights Show in London. It’s a huge event which covers an incredible amount of ground over the space of a couple of days. From Confirmit’s perspective, we’re there to talk Customer Experience , insights, Voice of the Employee and anything to do with bringing together data to help businesses make better decisions.

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11 Must Have Features in a Customer Support Software System

TeamSupport

As we add more technology to our lives to meet our business needs, the customer support software system has become increasingly essential. It’s now much more than just a ticketing system! It’s evolved into a vital supply of customer data and information. As you evaluate your own customer-centric systems and processes, here are 11 must have features to look for in a customer support software system…. 1) Customer Distress Measurement – Customer churn has become a serious problem for many companies

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customer service training quotes

Customer Service Training

customer service training quotes to get you thinking, useful resource for putting on walls, emails, course notes etc

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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5 Reasons Why Seasonal Employee Onboarding Is so Much Easier with eLearning Tools

ProProfs

Training your seasonal employees this year doesn’t have to be so labor-intensive. With the summer fast approaching, camps are filling up, terraces will be buzzing, and hundreds of thousands of seasonal employees will be going back to work. This means that employers are staring down the hours and hours required to get these seasonal employees up to speed and ready for the influx of customers during the busy summer months.

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International Women’s Day – Let’s Keep the Conversation Going!

Qualtrics

A message from our Women’s Network Leader – Jessica Nava. This past Friday Qualtrics hosted our first ever X4 Experience Day at Provo HQ. We were able to introduce attendees to the Qualtrics way of life and how our success stems from our culture and values. Upon arrival, attendees were taken on group tours and shown around the office. Content began with a deep dive into understanding our culture and Qualtrics Life from our Talent Brand Leader, followed by an intimate conversation with our

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Want Feedback? Make It So Simple a Kid Could Do It

InteractionMetrics

I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it's because I'm in the survey business. Or perhaps it's because I like to feel "heard" as a customer.Either way, I'm a sucker for a survey.I usually buy my groceries at Whole Foods or Safeway. After some recent shopping experiences, I wanted to provide feedback.

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We're on Linkedin

Customer Service Training

You can follow us on LinkedIn, and get updates of the latest posts to the site. Stop by and say hello.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.