Customer Experience Best Books of 2019 – 2020 Readings
eglobalis
NOVEMBER 21, 2019
Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.
November, 2019
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Giving Thanks for the CX Accelerator Community
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
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What is Customer Effort Score?
Callminer
NOVEMBER 3, 2019
Does using your product or service require too much effort from your customers? Here's an overview of customer effort score, how it works, and measuring it.
Tool tips: How our design team switched to Figma
Intercom, Inc.
NOVEMBER 6, 2019
It’s increasingly clear that the tools we use shape the work we do in all sorts of ways , so picking the right tool for your task is absolutely critical. And even more so when you’re trying to pick a tool to be used by a diverse team spread around the world. Our product design team consists of 19 designers who work across our offices in Dublin, London, and San Francisco.
An Introduction to AI in Customer Service
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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.
The 7 Telltale Signs of a Company NOT Committed to Customers
Beyond Philosophy
NOVEMBER 29, 2019
The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience.
Turbocharge Your Journey Map
Heart of the Customer
NOVEMBER 21, 2019
Two-thirds of customer journey mapping initiatives fail to drive action, as we revealed in our book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. That’s not really surprising, is it? It’s easier to reveal where customers are having problems than it is to do something about it. Taking […]. The post Turbocharge Your Journey Map appeared first on Heart of the Customer.
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Giving Thanks for the CX Accelerator Community
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar. As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys
Callminer
NOVEMBER 12, 2019
Learning how to optimize your own surveys can help your business capture key information from customers consistently.
Where chatbots are headed in 2020
Intercom, Inc.
NOVEMBER 18, 2019
Chatbots are on the verge of living up to their hype, with new research commissioned by Intercom indicating where they can have the most impact. We fundamentally believe chatbots have the potential to transform businesses in two ways: by delivering radical efficiencies, and by helping businesses meet ever-increasing consumer demands. In our very first Chatbot Trends Report, which we’re releasing today, we see the efficiency half of that equation start to unfold.
The Remarkable Power of Habit to Transform Customer Behavior
Beyond Philosophy
NOVEMBER 1, 2019
Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast. We discussed how one of the ways to view patterns is through this two-system lens, meaning the Intuitive and Rational Systems we use in our thinking. .
The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility
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
Five Questions To Answer for Customer Journey Mapping Success
Heart of the Customer
NOVEMBER 12, 2019
Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. Based on a 2016 study of customer experience professionals, over two-thirds of respondents did not rate their journey mapping project as successful. The reason?
The Value of Using Customer Insights
Lumoa
NOVEMBER 12, 2019
Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights.
Giving Thanks for the CX Accelerator Community
CX Accelerator
NOVEMBER 26, 2019
“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Ziglar. As another year winds down to a close, and we head into another holiday season, those of us in the U.S. are preparing to gather together for annual Thanksgiving celebrations.
Call Center Metrics: Examples, Tips & Best Practices
Callminer
NOVEMBER 25, 2019
An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. Fortunately, with a number of useful tools and techniques, team leaders can effect meaningful change based on observable and trackable data. However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel.
4 HR Priorities for 2025 to Supercharge Your Employee Experience
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.
Intercom on Product: The intersection of company and product strategy
Intercom, Inc.
NOVEMBER 25, 2019
Five years ago I wrote about how product strategy means saying no – you must ruthlessly protect your product from feature creep. . Saying no, however, is just one part of a successful product strategy. As your business scales, you’ll need to carefully align your product strategy with your broader company strategy to ensure cohesive and sustainable growth.
The Remarkable Power of Tribes for Your Brand
Beyond Philosophy
NOVEMBER 22, 2019
I was in the Apple Store the other day, and I thought to myself, this is more like a club of shared values and interests than a shop. It was as if it was a meeting place for like-minded people with common ground. . It felt like a tribe. We discussed Tribalism on a recent podcast and how your brand can create one with your customers. Tribes are not only good for your brand, but they are excellent for building Customer Loyalty. .
Is your Quality Assurance Arrogant?
Taylor Reach Group
NOVEMBER 29, 2019
Is your Quality Assurance Arrogant. By Colin Taylor. I was reading a recent post by Helen Dewdney regarding playing Christmas music in stores to early in the season, and the fact that many retailers plan music even though it is not well received by their customers. The question Helen poses at the end of the post is “Do you think that believing you know better than your customers what they want is slightly arrogant?
Ideas are Your Fuel for an Improved CX
Heart of the Customer
NOVEMBER 7, 2019
Think about the last time you lead brainstorming to improve your customer experience (CX). Did you give people Post-It Notes and have them shout out ideas while they put them on the wall? Doing that is a ton of fun. But it’s also a terrible way to develop ideas. So, stop doing it. You reply, “But […]. The post Ideas are Your Fuel for an Improved CX appeared first on Heart of the Customer.
From Start to Scale: Driving Growth Through Seamless Payments Implementation
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
Care for Your Employees, So They Can Show Care to Customers
Customer Bliss
NOVEMBER 26, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Call Center Metrics: Examples, Tips & Best Practices
Callminer
NOVEMBER 24, 2019
These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.
How to achieve 2,500% revenue growth: 5 lessons from Paddle’s Ed Fry
Intercom, Inc.
NOVEMBER 27, 2019
These companies obviously have an amazing product. They’ve got a great way of telling that product’s story to the world. And they’re really, really good at selling. But those three things are what got Starbucks its first profitable coffee shop in Seattle, not what allowed that shop to morph into an $80 billion business with 30,000 cafes around the world.
The Surprising Affect Your Experience Has on Price Imaging
Beyond Philosophy
NOVEMBER 15, 2019
Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain. It was historically a working-class neighborhood with many immigrant families living there.
Frost Radar: Voice of Customer Analytics, 2024
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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.
Why we need Customer Satisfaction as part of Quality Assurance
Taylor Reach Group
NOVEMBER 18, 2019
By Turaj Seyrafiaan. More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. However, in most cases the effectiveness of the process is measured internally based on what the organization believes to be the right approach or behavior. This internally focused approach could be in conflict with what customers feel and experience.
Using Customer Satisfaction Metrics: NPS Best Practices
Totango
NOVEMBER 21, 2019
There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you.
3 Leadership Behaviors That Prove Your Commitment to Customer-Driven Growth
Customer Bliss
NOVEMBER 8, 2019
As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. It is consistent behaviors that give people direction on what to “model.” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service.
LISTEN 2019 is “in the Books”
Callminer
NOVEMBER 20, 2019
This year’s annual LISTEN user conference was the largest yet with 413 attending the event! It's hard to believe it's "in the books!" Here's our wrap up!
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
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.
How Sprout Social increased retention with customer-centric marketing
Intercom, Inc.
NOVEMBER 21, 2019
One of our mantras here at Intercom is that customer retention is the new conversion. In an era when more and more businesses adopt a subscription model, strong customer retention is the key to sustainable long-term growth and requires a laser-like focus. . To retain more customers over time, you must invest heavily in understanding who your current and prospective customers are and what problems they’re trying to solve.
What Affects Customers Perception of Price?
Beyond Philosophy
NOVEMBER 8, 2019
People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image. Price Image is a concept that describes how people form impressions about whether your brand is high- or low-priced based on many non-price indicators.
Introducing the UJET SMS Adapter
UJET
NOVEMBER 4, 2019
The move towards Contact Centers as a Service ( CCaaS ) and cloud-based systems mean that solutions don’t have to try and be a one-size-fits-all platform. However, since a full contact center rip-and-replace is not only time consuming, but expensive, many customer support organizations are still using more traditional contact center platforms. These systems rely on voice and IVR as the main forms of communication.
Should your contact center be best practice?
Taylor Reach Group
NOVEMBER 13, 2019
By Colin Taylor. We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do. The desire for us to want our organization or contact center to be “the best” can be a heady goal and many blindly start down the road to get their organization to be a “best practices” organization. But is this the best approach for your contact center, your staff, or your organization?
The Future of Customer Engagement: How AI is Reshaping Contact Centers
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
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