Callminer

JULY 25, 2017

Algorithms matter little to the average consumer, working behind the scenes of the technology and social platforms they use every day

Technology 182

Technology Technology 182

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. But many others look to technology. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 132

Technology Technology Touchpoint Education 132

Uniphore

JULY 18, 2017

Today, one of the main expectations regarding the customer experience is its level of personalization. However, often personalization in customer service solutions is merely a simulation of personalization, and a poor one at that. Despite the attempt to replicate the personal experiences shoppers used to experience when interacting with “mom and pop” shops, often times large organizations are simply unable to provide the same personal experience we used to receive.

Customer Experience 127

Customer Experience Customer Service 127

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes. Her book is a must-read resource for those intent on delivering an exceptional experience for their customers.

Customer Experience 283

Customer Experience Contact Center Education Healthcare 283

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

Win the Customer

JULY 3, 2017

Even though it doesn’t it may seem like every day, a new mass crime takes place in a public area. The frequency and severity of these events has made many people feel scared about routine activities, such as going shopping. As the manager of a store, you can use these four tips to create a safe shopping experience for your customers. Install Video Monitoring and Metal Detection Systems.

Education 103

Education Business Management 103

ProProfs

JULY 10, 2017

Ask any eLearning expert about the ingredients of achieving success with online learning and their answer is likely to include – ‘choice of platform, ‘features offered’, ‘learner’s ability’, ‘trainer’s knowledge’ and may be even ‘luck’. . But there is another important ingredient that many forget to focus on – i.e. personalization. . In today’s world where technology dominates almost every aspect of our lives, the ‘ one-size-fits-all’ solution doesn’t work.

Social Media 103

Social Media Start-ups Education Technology 103

Beyond Philosophy

JULY 5, 2017

I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.”. If I was just getting out of school I would find this rather terrifying. I think I’d much prefer a hearty “Congratulations – well done!” instead of a bunch of vaguely inspirational words reminding me how far I had yet to go.

Start-ups 129

Start-ups Customer Experience Sales 129

Uniphore

JULY 13, 2017

As the nature of customer service is quickly evolving, new channels of communications i.e. web, mobile and social, have raised the bar of customer expectations, and delivering an exceptional experience has become critical to business success. According to a report, 33% of overall caller satisfaction today is determined by the IVR experience. However, despite companies investing considerable time and money in researching and developing the most optimized IVR technology for the best customer exper

Customer Service 113

Customer Service Customer Expectations Technology Technology 113

Kerry Bodine

JULY 30, 2017

Journey maps have become one of the most popular tools for understanding and improving customer experiences. (Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular? And why should you invest in developing them? Let’s start with the reasons that the underlying framework of the journey is so important.

Touchpoint 97

Touchpoint Start-ups Customer Experience CX 97

Win the Customer

JULY 31, 2017

According to research by Forrester, 77 percent of consumers claim that “valuing their time is the most important thing a company can do to provide them with good service.”. Businesses that are both thriving and progressive only get to such a level by mastering the art of pleasing and retaining customers. But even so, the best businesses are still more than eager to find new ways to improve their customer service experience.

Start-ups 100

Start-ups Customer Relationship Management Customer Service Technology 100

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Heart of the Customer

JULY 27, 2017

One of the pleasures of my role is that I get to meet people new to customer experience (CX). Being a relatively new discipline, CX doesn’t have much bench strength, so we bring in others from other disciplines who have the passion, but not the experience. This post is dedicated to those who have a passion […]. The post “I’m new to CX – what do I do?

CX 94

CX Customer Experience 94

Callminer

JULY 12, 2017

What happens when a customer contacts your business expecting answers and the only thing they hear is silence?

182

182

Beyond Philosophy

JULY 10, 2017

Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. Throughout Europe and the U.S., brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience.

Retail 125

Retail Technology Technology Gaming 125

Uniphore

JULY 26, 2017

By automating functions in both the back and front office of the contact center, organizations can reduce errors, improve agents’ efficiencies and deliver enhanced customer service. Read More.

Contact Center 50

Contact Center Customer Service 50

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

Customer Bliss

JULY 27, 2017

I’ve done some work over the past few years with Viveka Von Rosen , a foremost LinkedIn expert. Recently, she and an impressive suite of co-founders launched Vengreso , a digital sales acceleration platform. Vengreso teaches social selling and more. They already have actionable posts on their blog about LinkedIn lead generation , for example, and are creating social selling boot camps.

Sales 27

Sales 27

Kerry Bodine

JULY 10, 2017

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third. Take a look at the smaller text, and you’ll see that a few attendees have bravely admitted that they see journey mapping as daunting.

B2C 85

B2C Start-ups Touchpoint B2B 85

ProProfs

JULY 21, 2017

A few years back, during my association with a mainstream media organization I had the pleasure of connecting with some of the emerging entrepreneurs (who are now business bigwigs) determined to make an impression in the world of business. One common thing that I noticed about all of them was that they were driven by the ‘common’ goal to excel, deep passion for their work and help others to succeed.

Non-Profits 84

Non-Profits Legal Start-ups Education 84

Callminer

JULY 5, 2017

In today’s customer-focused business world, that means you need to view customers as the boss. At the very least, focus on their concerns and satisfaction.

Customer Satisfaction 182

Customer Satisfaction 182

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Beyond Philosophy

JULY 12, 2017

If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but one that stands out to me most is this: “ Obsess over customers, not competitors.”. Most companies are obsessed with their competitors. Their mission statements might suggest that they are dedicated to their customers, but in reality, all they do is constantly check up on what their rivals in business are up to and try to emulate them.

Sales 121

Sales Innovation Customer Experience 121

Uniphore

JULY 25, 2017

Today, with over 1 billion smart phones users worldwide and growing, regular voice phone calls are slowly being replaced in favor of Visual IVR , a communication channel that transfers the existing IVR technology onto the customers’ phone screens, and enables users to leverage their devices for digital customer service on the go. However, despite its many advantages, there are still a few common myths regarding Visual IVR customer service solutions that need to be put to rest.

Technology 100

Technology Technology Customer Service 100

Heart of the Customer

JULY 6, 2017

And neither should you. In CX, we love to talk about our survey results. We report the latest Net Promoter Scores, or show how we did in satisfaction last quarter. Yet, as I talk with CX practitioners, I hear about how it’s often hard to get the business to care. And, really, why should they? […]. The post Your business doesn’t really care if your customers are likely to recommend you appeared first on Heart of the Customer.

Net Promoter Score 92

Net Promoter Score CX Customer Experience 92

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. The five customers in my group were in the midst of a warm-up activity we often use to precede journey mapping proper—brainstorming and prioritizing the ways in which they interact with an organization, in this case a major retailer.

Customer Journey Map 79

Customer Journey Map Touchpoint Retail Start-ups 79

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VOC

Myra Golden Media

JULY 9, 2017

I remember being a new manager preparing to deliver bad news to a group of executives. I was nervous, fearing I would get questions I couldn’t answer and thinking I’d get slammed in the meeting. My boss, the executive vice president of the company, helped me prepare for the meeting. “Here’s the strategy you use. You go in there and answer their every question, before they even have a chance to ask you anything.

Customer Experience 78

Customer Experience 78

Callminer

JULY 5, 2017

We’ve put together this list of 50 top marketing and analytics podcasts to make the search a bit less painful for you.

Entertainment 182

Entertainment 182

Beyond Philosophy

JULY 3, 2017

For many organizations, the initial improvements in Customer Experience have long since passed. The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. Many organizations are scratching their heads wondering, “What now? However, they would be better off asking, “What’s next?”.

NPS 117

NPS Net Promoter Score Customer Experience Customer Loyalty 117

Uniphore

JULY 20, 2017

Authentication is critical to security, so it is fortunate to note that when it comes to identifying customers, most automated customer service systems are able to authenticate the consumer. Authentication, of course, is not only beneficial for security purposes, it also helps to improve the personalization of the experience a customer receives. Read More.

Customer Service 100

Customer Service 100

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

Taylor Reach Group

JULY 17, 2017

By: JD Fairweather. How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many possibilities to explore when pondering the ultimate takeover of the Contact Center by androids.

Machine Learning 251

Machine Learning Customer Experience Artificial Intelligence E-commerce 251

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index. Here’s the gist of my post: The ACSI had created a stock portfolio comprising companies with the highest customer satisfaction scores in its yearly study.

Customer Experience 72

Customer Experience Customer Satisfaction CX 72

Customer Bliss

JULY 20, 2017

This will be a shorter post than normal, but I wanted to put this out there. Sometimes with clients or companies, I’ll hear a concern about launching a full-scale customer experience program because “we’re far behind on it” or, more vaguely, “we already have something like that.” The status quo wins out and sameness persists, even though it’s not engaging customers and rivals are chipping away at market share because of their experiences.

CX 71

CX Sales Customer Experience 71

Provide Support

JULY 20, 2017

12 Worst Things to Say to Angry Customers. It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online. While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers.

Social Media 70

Social Media Customer Service Contact Center 70

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