Callminer
AUGUST 14, 2017
We’ve rounded up 50 of the top customer experience podcasts so you can spend more time listening to industry thought leaders and less time searching.
Uniphore
AUGUST 29, 2017
Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together. Read More.
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Heart of the Customer
AUGUST 7, 2017
I met Beth Berg—a customer experience researcher—at a journey mapping round table at this year’s CXPA Insight Exchange, and really enjoyed her approach. So, I invited her to get together and discuss her approach, and she agreed. First, tell us a little bit about yourself and your work. My area of expertise is bringing the […]. The post Bringing the Voice of the Customer into CX Design – and Interview with Beth Berg appeared first on Heart of the Customer.
Beyond Philosophy
AUGUST 21, 2017
By nature, I’m an organized person. I like things clear and orderly, laid out in black and white. So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. I wanted to know, with absolute certainty. But my boss just looked at me and said, “Colin, in a senior position you need to deal with ambiguity.”.
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
DMG Consulting
AUGUST 2, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. The Omni-Channel Agent Experience. 7/27/2017.
Customer Bliss
AUGUST 31, 2017
About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective. Step 1: They got permission from the FAA to find a way to fly out the 500 or so passengers and work with the FAA on the security and legal nature of it.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
AUGUST 30, 2017
The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More.
Customers That Stick
AUGUST 21, 2017
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Beyond Philosophy
AUGUST 9, 2017
A Canadian food chain Iq Food Co. is like most of the others. It has an assortment of food choices ranging from snacks to meals and even coffee and tea. But if you want to buy anything at their soon-to-be eleven locations, your money is no good there—quite literally. Iq Food Co. does not take cash. The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016.
Win the Customer
AUGUST 7, 2017
In today’s world, more and more small business owners are realizing that they need to develop substantive, savvy online marketing strategies. In addition to optimizing conversion rates, taking this course of action can make the brand more influential and cutting edge. Below you’ll find just five of many strategies you can implement to make your web-based efforts sophisticated and successful: Pay-Per-Click Advertising.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Customer Bliss
AUGUST 24, 2017
I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies have been dropping for years, for a variety of reasons: more flexible work options, people pursuing their own ventures or teaming with startups, bad management, etc.
Callminer
AUGUST 28, 2017
Omnichannel customer engagement best practices and solutions empower companies to deliver consistent, personalized customer experiences.
Uniphore
AUGUST 31, 2017
Keeping it in the family. RPA and BPM display a lot of similarities, and as such are often confused with one another. They are certainly members of the same family, though they could not ever be called identical twins. Read More.
Customers That Stick
AUGUST 14, 2017
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Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
Beyond Philosophy
AUGUST 16, 2017
How committed are you to your present employer? Are you wild about what you do or simply content in your position? Do you hate your job or are you ambivalent? It’s an important set of questions to consider. How you feel about where you work has a lot of influence on the job you are doing there. This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers.
Fonolo
AUGUST 24, 2017
We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction.
Taylor Reach Group
AUGUST 29, 2017
By: Peg Ayers, MBA, CCXP. The Front Line. Customer Experience. Employee Engagement. Profitability. What’s the largest single influence on all of these things in your business? Chances are, it’s your frontline associates. The people who are dealing directly with your customers. The folks who are making decisions about how they do their work, what they do and don’t do for your customers, how much they help each other, what processes they follow and which ones they don’t.
Callminer
AUGUST 21, 2017
Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Uniphore
AUGUST 15, 2017
5 Technological Trends in the Call Center. What are the new technologies being deployed in the contact centers? Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year. Read More.
Customers That Stick
AUGUST 16, 2017
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Beyond Philosophy
AUGUST 23, 2017
Many organizations measure their Customer Experience (CX) in the wrong way. Chances are, you are too. So, what is it? How are you inadvertently thwarting your efforts to improve your CX? It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX.
Fonolo
AUGUST 10, 2017
Whether you’re a customer service director, manager, or representative, reading a few good words of wisdom always seems to help inspire your next course of action. Especially when those words are from veteran leaders, who have said some amazing things about how to interact with your customers, and how to motivate you and your team to succeed. Let’s take a moment to read through our picks of the 5 most useful quotes for customer service professionals: 1.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Heart of the Customer
AUGUST 16, 2017
There’s something that always bugged me about how people present their customer scores – whether satisfaction, NPS, Customer Effort, or anything else. There are really two primary approaches to this reporting: Give an average (4.65 out of 5, for example) Give the % of top box (5 out of 5, 9 or 10 out of […]. The post Customers + Bad Math = Worse Strategy appeared first on Heart of the Customer.
Customer Bliss
AUGUST 3, 2017
Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here.
Uniphore
AUGUST 28, 2017
Turning disruption into opportunity. One of today’s major buzzwords is ‘digital disruption’, which sounds scary, but in fact offers many opportunities for contact centers to improve their service levels. Read More.
Myra Golden Media
AUGUST 1, 2017
Four minutes into the call and I could see I was heading for trouble. The customer was a storyteller and a rambler. Plus, she was mad. She’d already spoken to an employee in the field and to one of my employees at the corporate office. Now the call had come to me. I got the call literally just as I was picking up my book to head to the park to enjoy a quick lunch and hopefully a couple of chapters of my novel.
Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead
Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively
Beyond Philosophy
AUGUST 30, 2017
Why did you buy the shirt you are wearing today? What about the car you drive, how did you choose it? Why did you go with the financial advisor you did? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. It isn’t your fault you got it wrong, however.
Fonolo
AUGUST 29, 2017
In case you’ve been living on an island in Tahiti, with no communication to the outside world, you may not know how important mobile apps have become. In that case, let’s recap. Mobile apps are software applications designed to run on smartphones , tablets and other mobile devices. They dominate the time spent on mobile devices by 74% compared to mobile time spent on the web.
Customers That Stick
AUGUST 7, 2017
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Customer Bliss
AUGUST 1, 2017
Episode Overview. Tom is the Principle, Head of Member Experience at Aon Hewitt. While he’s been in customer-facing roles for about 25 years, he’s only been at Aon Hewitt since mid-2016. (Immediately prior, he was a Senior Customer Experience Analyst for Forrester.) Because he’s been in his role about 12 months, most of this conversation is focused on what he set out to accomplish in the first year — and what he thinks the next 6-12 months will look like.
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.
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