How Does Contact Analytics Improve Agent Performance?
Callminer
MAY 25, 2016
When was the last time you had an exceptional experience as a customer?
May, 2016
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Naked Dining: A Different Customer Experience
Beyond Philosophy
MAY 4, 2016
A London restaurant brings naked dining to the city. Will this bring a totally new meaning to the term The Naked Chef normally associated with Jamie Oliver and a whole new concept in customer experience. London Restaurant Brings a Different Customer Experience. Forbes reports that London pop-up restaurant guru Sebastian Lyall has announced a new eatery, slated to open in June.
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9 Customer Service Training Ideas That Work
Customers That Stick
MAY 31, 2016
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How can you meet customers’ expectations if you don’t know what they are?
Heart of the Customer
MAY 23, 2016
What does “good” look like? It’s something that, as CX leaders, we’re always thinking of. I frequently get asked questions like, “How fast does our response rate need to be?” The easy answer is, “As quick as you can make it.” But that’s lazy! And, even worse, that lazy answer can actually harm your brand. […].
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.
Customer Experience + Marketing: Pro’s & Con’s
ClearAction
MAY 29, 2016
Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth.
Why Your Brand Should be a Haven for Your Customers
Win the Customer
MAY 24, 2016
Whether you’re an Italian restaurant, a vendor of smartphones, an organic grocery store, or a women’s fashion outlet, something about your brand needs to gain the long-term favour of its consumer base in order to be successful. Sure, it’s important to provide a service where customers ultimately find what they’re looking for. But they will – whether it’s from your brand or not.
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5 To-Do’s for any 22 Year Old’s Career
Beyond Philosophy
MAY 30, 2016
It was 1980. I was 22, newly married and climbing the corporate ladder in England. David Bowie’s Ashes to Ashes played on the radio. Margaret Thatcher was just getting started in her reign as Prime Minister. It was also a long time ago. I have learned much about professionalism and careers since then. To that end, here are five things I would do today if I were 22. #1: Dress like my job depended on it.
8 Ways to Be Your Customer’s Hero
Customers That Stick
MAY 8, 2016
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Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity
C3Centricity
MAY 22, 2016
Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic. With the advent of digital marketing in the early 80’s, many companies began to take a serious look at their marketing. They realised […].
Is the Golden Rule Part of Your Customer Experience Strategy?
PeopleMetrics
MAY 12, 2016
Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news. I’m talking about this type of report from The Washington Post , in which servers leave grammatically inept insults like “im a plad a ” on receipts. Suffice it to say, insult-laden receipts aren’t among our customer experience best practices.
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
How the Smithsonian Built their Journey Map, with Samir Bitar [CB4]
Customer Bliss
MAY 10, 2016
Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience. Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. His success there earned him his role to lead the work across the entire Smithsonian campus. .
5 Ways Speech Analytics Helps Improve the Patient Experience
Callminer
MAY 31, 2016
If there’s any industry that’s in the midst of a transformation, it’s healthcare. Gone are the days of volume-based care – and what’s arrived is a new mix of value-based care that increasingly focuses on improving patient care, building strong and lasting relationships with consumers and patients, and empowering patients to take a proactive approach […].
How Not To Engage Employees: Telecoms Lead The Way Again
Beyond Philosophy
MAY 25, 2016
Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month.
A Guide For Protecting Your Customers’ Information
Win the Customer
MAY 26, 2016
In 2015, the average cost of a data breach was $154 per person affected, a IBM and Ponemon Institute study found. Large-scale data breaches could cost a company millions or, using the average numbers, maybe billions in revenue and compensation. This pales to the impact it can have on brand trust and the perception of consumer safety. For companies that need to collect customer data, keeping it safe is critically important to the business.
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.
The Exceptionally Easy & Profitable Uses of Customer Co-creation
C3Centricity
MAY 8, 2016
One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation. Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further. In fact, I […].
Why Amazon Will Swallow Almost Everyone
Customers That Stick
MAY 15, 2016
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The Value Of Building Bridges For Customer Experience, with Curtis Kopf [CB7]
Customer Bliss
MAY 31, 2016
Quick Episode Overview. I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . About Curtis . Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com.
3 Reasons Every Call Center Needs an Agent Performance Dashboard
Callminer
MAY 5, 2016
There is no denying that customer service representatives are the lifeblood of the call center. Not only are they on the front lines interacting directly with customers, but they also have the ability to positively (or negatively) impact the customer experience. So what’s the best way to drive agent performance improvements and ensure that customers […].
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
Profit-Killing In Malls: Shocking Results!
Beyond Philosophy
MAY 18, 2016
When Macy’s cut its sales and profit expectations this week, some analysts blamed consumer spending patterns and the difficulties facing department stores generally. But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “The blunt truth is that Macy’s does not give consumers a reason to visit its stores,” said Neil Saunders, CEO of Conlumino, a research firm. “In many locations sho
4 Best Technologies for Small Businesses
Win the Customer
MAY 3, 2016
Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat. Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. The following are four essential technologies for small businesses.
5 Lessons from Top Brands on Delivering Customer Service
Return Customer
MAY 18, 2016
In this age of digital media, brands have many ways to offer exemplary customer service to their customer base. The advent of social media has also enabled customers to share their own customer service stories , which, in turn, become the brand’s own walking advertisement and word-of-mouth. What are the reasons that companies with great customer service succeed?
When a Customer Refuses Your Help
Customers That Stick
MAY 1, 2016
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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.
Human-Centered Design at Northern Trust, With Scott Dille [CB3]
Customer Bliss
MAY 3, 2016
Episode Overview. In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience. In this podcast, you will hear about the advanced human-centered design techniques Northern Trust is employing to improve both the client and partner experience.
Get out of your office!
Heart of the Customer
MAY 25, 2016
In 2008, I left Best Buy. I had been there for six years, and before that had been with a small business. So I just assumed that every company was obsessed with their customers! Yes, I was naïve. I still am. From there, I joined a new company. And I learned there were other approaches […]. The post Get out of your office! appeared first on Heart of the Customer.
The Secret To Being Happy At Work
Beyond Philosophy
MAY 16, 2016
Are you unhappy at your job? Do your Sunday night blues last until Friday at 5 pm?Do you have an elaborate fantasy that involves telling your manager off shortly after winning the state lottery? If you answered yes, then are you reading the right article. I am about to reveal the secret to being happy at work. Happiness is a topic that gets a lot of discussion.
Customer Experience + Marketing: Pro’s & Con’s
ClearAction
MAY 29, 2016
Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.
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.
On Fear And Daring
Kerry Bodine
MAY 8, 2016
I stood unsteadily on the side of the mountain, desperately clutching a thick chain that had been anchored deep into the rock next to me. My vision narrowed. My breath became shallow. My legs started to shake violently. I found myself unable to move. Several feet away, the trail that I was on abruptly ended, and a sheer cliff met the ground 1000 feet below.
4 Ways to Take Control of Your Social Media Campaign Experience
Win the Customer
MAY 30, 2016
Social media is such an amazing tool to build your business, establish your brand, and most importantly connect with your customers. Understanding the social media game can truly be an uphill battle for some. Keeping up with the passwords, trends, and algorithms of each network leave many people feeling like they’d rather skip out on working with social media at all.
How to optimize customer experience cross-functional teams
Customer Bliss
MAY 5, 2016
‘Cross-functional teams’ can often sound like a business buzzword. While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. Who has time for cross-functional teams in a modern business environment? If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced.
Where I learned about the importance of customer journeys
Heart of the Customer
MAY 18, 2016
Eighteen years ago, my son Danny taught me everything I needed to know about customer journeys. At just three years old, Danny wasn’t a verbose child. So when he talked, we paid special attention. One night when we put him to bed, he put his hands over his crotch and simply said, “Hurts.” If you’ve […]. The post Where I learned about the importance of customer journeys appeared first on Heart of the Customer.
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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