Adrian Swinscoe

FEBRUARY 10, 2022

Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and Digitisation […]. The post Leadership and life lessons from the winner of the 2021 CX Leader of the Year – Interview with Sri Safitri of Telkom Indonesia. first appeared on Adrian Swinscoe.

CX 190

CX Customer Experience 190

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Net Promoter Score 167

Net Promoter Score Customer Experience Start-ups Customer Satisfaction 167

Inside Customer Service

FEBRUARY 10, 2022

"It just takes a lot of effort to get things done." A friend recently shared these frustrations. She had worked in sales at her company for the past six years. It had a good product and she was successful, but something was gnawing at her. My friend explained that it was becoming increasingly difficult to hit her sales targets. The challenge wasn't a new competitor, shifting market conditions, or even the pandemic.

Customer Service 130

Customer Service Contact Center Retail Sales 130

Bill Quiseng

FEBRUARY 7, 2022

Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish. They journey emotionally with “ow” and “WOW moments” The more ow or WOW, the more emotional the moment, the more memorable the experience. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.

Customer Loyalty 130

Customer Loyalty Retail Customer Expectations Customer Experience 130

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Help Scout

FEBRUARY 11, 2022

Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well.

125

125

Steven Van Belleghem

FEBRUARY 7, 2022

A world of possibilities. Above all, the hefty debate around the metaverse shows that we find ourselves in a very seminal phase, at a new frontier. Where few people really understand what it is or where it is going. And where a limited group of first movers is experimenting to understand it. I believe that this is the perfect moment for companies to start testing it in terms of marketing and CX: the potential is huge and the entry costs still rather low (depending on what you choose to do there,

E-commerce 117

E-commerce Gaming Non-Profits Entertainment 117

Kate Nasser

FEBRUARY 6, 2022

These seemingly small people skills errors create big trouble. Alternatives from Kate Nasser, The People Skills Coach™, Author Leading Morale. The post Seemingly Small People Skills Errors That Create Big Trouble | #PeopleSkills appeared first on KateNasser.com.

Customer Service 108

Customer Service 108

The DiJulius Group

FEBRUARY 8, 2022

You are the average of the 5 people you spend the most time with. You have probably heard that quote hundreds of times. I know I have repeated it hundreds of times. To my three boys, at new employee orientation, and any young person that asks me for advice. The point of this quote is. Read Full Article. The post One of my Favorite Quotes Led me to a Leadership Epiphany on Workplace Culture appeared first on The DiJulius Group.

105

105

Myra Golden Media

FEBRUARY 5, 2022

Learn how to guide challenging customers to the next steps using Psychological Priming! Pour up a cup of coffee and join me live! .

Customer Experience 118

Customer Experience 118

Customer Think

FEBRUARY 6, 2022

Two years after a pandemic sent more consumers online than ever, 76 percent are now banking on their mobile devices and 82 percent use digital payments – it’s not clear their financial institutions are taking full advantage. According to a survey by FICO, while 86 percent of consumers report being satisfied with their banks, 34 […].

Technology 104

Technology Technology Customer Experience 104

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.

Retail

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures.

Customer Retention 93

Customer Retention Start-ups Technology Technology 93

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming.

Contact Center 98

Contact Center Technology Technology Social Media 98

The DiJulius Group

FEBRUARY 9, 2022

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred’s newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers. You will learn: How NPS has been adopted by two-thirds of the Fortune. Read Full Article.

Net Promoter Score 98

Net Promoter Score NPS 98

Zendesk

FEBRUARY 8, 2022

Zendesk commissioned Forrester Consulting to construct a Total Economic Impact (TEI) framework through interviews with seven decision-makers at large enterprises using Zendesk, to identify the costs, benefits, flexibility, and risk factors associated with the software. Vimeo is a SaaS company at the forefront of the video industry, empowering video creators with the tools and technology they need to succeed with video.

Construction 98

Construction Technology Technology Customer Experience 98

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

Ameyo Callversations

FEBRUARY 9, 2022

Communicating with customers is not a trivial task in today’s time. Customer expectations are rising steadily, and they expect unforgettable interactions when interacting with a business. Yet, responding to customers according to their preferred channel at the desired time can be cumbersome. Conversational AI can become a powerful tool in this context.

AI 98

AI Artificial Intelligence Machine Learning E-commerce 98

Conversation Agent

FEBRUARY 7, 2022

History the way it's taught is boring. Hard as hell to keep track of all those names and dated without context. My love was for the narrative that surrounded great works of literature. You could say I learned history through novels. There's so much you can learn when you put the two together. Narrative and culture relate in more than one way. How words relate to other words as our language evolves.

98

98

Heart of the Customer

FEBRUARY 10, 2022

Last week I wrote about three little-discussed, but somewhat frustrating, aspects of CX: Nobody really gets what you do; Everyone thinks they’re a customer experience person, too; and CX can be lonely. Then I heard from my good friend Lori Laflin, VP of Digital Experience at Compeer. She questioned my out-of-character negativity, saying: Jim, I […].

CX 78

CX Customer Experience 78

Zendesk

FEBRUARY 7, 2022

Companies are increasingly prioritizing the collection of customer data. According to the Zendesk Customer Experience Trends Report , business leaders increased their investment in customer data management by a whopping 92 percent amid the COVID-19 crisis. But capturing customer data alone isn’t enough. The information you gather must be relevant. You also need to interpret that data to form insights and take action.

Predictive Analytics 98

Predictive Analytics Social Media Net Promoter Score NPS 98

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

Help Scout

FEBRUARY 11, 2022

Looking for the best email collaboration tool for your team? We’ve compared 9 different Gmelius alternatives to help you find the best option.

97

97

Shep Hyken

FEBRUARY 8, 2022

An Evolutionary Moment for CX. Building a Reactive and Predictive Customer Experience. Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: Wherever customers go, something is different.

Healthcare 82

Healthcare Start-ups AI Customer Survey 82

MyCustomer Experience

FEBRUARY 7, 2022

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 8th Feb 2022. By Rhys Fisher Editorial Assistant.

CX 75

CX Customer Experience 75

Zonka Feedback

FEBRUARY 11, 2022

Collecting Customer Feedback is an essential part of any business to know how your customers feel about the experience you provide them. Various types of surveys are used to gauge Customer Experience. And when you want to measure Customer Satisfaction and experience in quantitative terms, Opinion Scale Surveys are one of the best options.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Experience 52

Advertisement

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

Ameyo Callversations

FEBRUARY 10, 2022

Ameyo Voice is the flagship product of Ameyo. With continued customer feedback from diverse customers across verticals, Ameyo Voice is made better each passing day. As a result, Ameyo Voice features have been enhanced and updated to deliver enhanced customer services. We now incorporate the following updates. Feature Updates for Voice. 1. SIP Registration Status on User Interface.

Contact Center 52

Contact Center Customer Feedback Customer Service Customer Experience 52

Shep Hyken

FEBRUARY 9, 2022

First, I hope the word “data” doesn’t scare you off. We’re not going to discuss the typical customer data that might bore most people, although I’ll admit that I get excited and geek out about the data, stats, and facts that show trends in business. Today we’re going to talk about relationship data. . First, understand that relationship data is information you have about a customer that you can’t get by looking at a spreadsheet that includes information about all your customers.

Customer Service 74

Customer Service Customer Experience 74

Comm100

FEBRUARY 10, 2022

One of the driving forces for workers in the public sector is the desire to make a difference. While the work isn’t always glamorous, knowing that your work has made a positive impact on the public can be incredibly rewarding. As much as public sector workers remain dedicated to their work, red tape can still erode the goodwill of the public. In a survey conducted by McKinsey & Company comparing customer experience (CX) in the public and private sectors, private companies came out far ahead.

Government 52

Government Customer Experience Social Media CX 52

cxservice360

FEBRUARY 10, 2022

There are many different types of jobs and careers that you can enter into these days, and while some people want a job that involves working alone, others want one where they can work closely with others. One type of job for those who fall into the latter group is a position in customer service, Read more. The post 3 Great Benefits Of Working In A Customer Service Position appeared first on CXService360 - Customer Service Articles, Stories and more.

Customer Service 52

Customer Service 52

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

Retail

MyCustomer Experience

FEBRUARY 9, 2022

INew year, same old CRM metrics, right? Reflecting on the reverence the marketing community has given to Customer Lifetime Value (CLV), it. 9th Feb 2022. By Stuart Russell Chief Strategy Officer.

CRM 52

CRM 52

Zonka Feedback

FEBRUARY 9, 2022

An Email Embedded Survey is an inline email survey that consists of a survey embedded directly into the body of the email. It enables survey recipients to take the survey with a click right in the survey body and also allows them to share a detailed response if they prefer. Email Embedded Surveys are great for when you wish to collect quick feedback after a business interaction or customer conversation.

52

52

Logicalware

FEBRUARY 9, 2022

Sergel is a leading credit management agency based in Stockholm, Sweden, with operations across the Nordics and Baltics. The company works with more than 850 businesses in transaction-intensive industries, such as utilities, banking and finance, helping them manage every stage of their credit process. This includes determining a potential customer’s credit rating, managing payments and collecting debts.

Customer Service 52

Customer Service Finance Customer Retention Innovation 52

cxservice360

FEBRUARY 10, 2022

When you own a business, you are always on the lookout to find ways of providing better and faster services to your customers. Technology has made it easy for you to interact with your customers. Interactive voice response (IVR) is one innovation that improves customer service. IVR is an automated menu that responds to customers. Read more. The post 5 Interesting Ways IVR Systems Are Changing Customer Service appeared first on CXService360 - Customer Service Articles, Stories and more.

Customer Service 52

Customer Service Innovation Technology Technology 52

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

CX