CX Accelerator

DECEMBER 12, 2017

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.

CX 182

CX Finance Contact Center Sales 182

Beyond Philosophy

DECEMBER 20, 2017

Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. households’ feelings.

Outlook 153

Outlook Retail Start-ups CX 153

Uniphore

DECEMBER 8, 2017

Today, there’s a growing consensus that the age of robotic process automation (RPA) has arrived, capable of significantly increasing operational efficiency, thus offering clear-cut cost, performance and scalability benefits. It seems it’s only a matter of time before RPA will eventually be leveraged in just about every industry, automating business processes with cognitive systems.

133

133

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.

Customer Experience 118

Customer Experience CXM Customer Experience Management Voice of the Customer 118

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

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program. But wait! Do your customers know that you’re actually listening to them?

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Lumoa

DECEMBER 14, 2017

Wow! Have you seen the new update? We are happy to announce the product update that our team has been working on for the last months. The update touches all your favorite features and turns them into even more a productive toolset, so you can dive deeper into your customer feedback analysis and execute accurate actions based on that. Watch the video below if you want to know how to get actionable insights with the help of the new and updated features.

NPS 113

NPS Actionable Insights Customer Feedback 113

Beyond Philosophy

DECEMBER 19, 2017

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Ten-thousand respondents ranked brands’ Customer Experience based on six categories.

CX 153

CX Start-ups Education Customer Experience 153

Win the Customer

DECEMBER 28, 2017

US $8.95 a month for a 20,000-prim region on the hypergrid-enabled Virtuality Grid. Other region sizes also available: 2×2 VAR region with 60,000 prims: $18.95. 3×32 VAR region with 80,000 prims: $28.95. 4×4 VAR region with 100,000 prims: $38.95. Full region purchase details here.

95

95

Fonolo

DECEMBER 6, 2017

At the end of every year, we analyze data collected by onholdwith.com to expose the worst hold time offenders for the year, and today, we’re ready to reveal the results compiled from 2017. The list is determined by the number of tweets, with the phrase “on hold with”, directed to a brand’s account. Last year, we reported that Apple was the worst company to call, which captured the attention of consumer reporters across the nation (Read Stuck on Hold?

Contact Center 0

Contact Center Social Media Customer Satisfaction Retail 0

ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Lynn Hunsaker. Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Collaboration like this across your entire company is what’s needed to win customer experience championships.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

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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.

VOC

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX.

Text Analytics 102

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 102

CX Accelerator

DECEMBER 12, 2017

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.

CX 140

CX Finance Innovation Customer Service 140

Beyond Philosophy

DECEMBER 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.

Customer Loyalty 151

Customer Loyalty Sports Start-ups Customer Experience 151

Win the Customer

DECEMBER 23, 2017

When you think about attracting and retaining new customers to your business, you might focus on the importance of having a team of friendly and capable employees devoted to making them feel welcome and appreciated. Having great products and services doesn’t hurt, either. But while these are definitely smart goals to have as a business owner, there’s yet another key way to improve customers’ overall brand experience: cybersecurity.

Customer Experience 93

Customer Experience Customer Expectations Technology Technology 93

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

ProProfs

DECEMBER 4, 2017

Knowledge is powerful. The organizations that are able to tap into it and share it with stakeholders are able to outshine the competition. Having said that, companies that are making efforts to empower the affiliates (and look beyond its employee base) have better chances to succeed. With businesses investing time, money and resources to boost their corporate training initiatives, “extended enterprise learning” as a concept is assuming center stage and gaining prominence.

Non-Profits 89

Non-Profits Compliance Sales Start-ups 89

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? Does the answer differ when the business you’re selling to is a manufacturer versus a professional services company? Or when your company provides specialized industrial goods, ingredients or components for customers’ products, enterprise software versus desktop software, or business services?

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

Lumoa

DECEMBER 5, 2017

Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. It has been our second Slush and we enjoyed every bit of it. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience.

CX 102

CX Healthcare Text Analytics AI 102

CX Accelerator

DECEMBER 5, 2017

Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe have been wrestling this issue since the invention of the telephone. The good news is it can be done! With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Fo

Customer Service 140

Customer Service Outlook Contact Center Sports 140

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.

AI

Beyond Philosophy

DECEMBER 11, 2017

Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog? When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire? Do you feel excited to start your holiday shopping? Or are you one of those who wish they’d just play something else – anything else?

Retail 151

Retail Start-ups Sales Customer Experience 151

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. Not quite. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. CRMs tell you what is happening (prospect & customer contact information, what they bought, when they bought it, how much was spent, size of their company, etc.); while

CEM 84

CEM CRM Customer Relationship Management VOC 84

ProProfs

DECEMBER 6, 2017

I was of the opinion that a good salesperson is the one who is a smooth talker and quick to answer questions even before you have them. Someone who will convince you to buy a product that you probably don’t even need. But the bubble burst for me when I got an opportunity to interact with some of the tech industry’s top sales professional. I came to realize that the best salespeople aren’t always the slickest talkers, rather they’re actually the most effective listeners.

Sales 85

Sales Gaming Start-ups Technology 85

Taylor Reach Group

DECEMBER 12, 2017

By: Peg Ayers and Turaj Seyrafiaan. Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Other channels such as email, fax and even social media are measured based on elapsed response time. Calculation: (Calls Answered within x seconds)/Total Calls Answered X 100.

Customer Experience 84

Customer Experience Social Media Contact Center 84

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

Customer Experience

Heart of the Customer

DECEMBER 13, 2017

Anybody who has read any of Chip and Dan Heath’s books know that they’re compelling and well-researched. I was lucky enough to receive a pre-release of their latest book, The Power of Moments (now available), and I highly recommend it to anybody looking to create great employee or customer experiences. Even better, I was able to score […].

Customer Experience 84

Customer Experience Customer Journey Map 84

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Net Promoter Score 81

Net Promoter Score NPS Start-ups Gaming 81

Beyond Philosophy

DECEMBER 6, 2017

Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance. When a patient doesn’t take their medicine properly, doctors call it “noncompliance.

Hospitality 143

Hospitality Hospitality Healthcare Compliance 143

ClearAction

DECEMBER 31, 2017

What is Customer Experience Strategy? Lynn Hunsaker. Is “customer experience strategy” like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels that way. Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

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

ProProfs

DECEMBER 15, 2017

For several years SCORM, (Shareable Content Object Reference Model) has been the gold standard for any serious learning management system. It is a collection of technical standards for web-based learning. It’s the “stuff” that governs how online learning content and Learning Management Systems “talk” to each other. And then Tin Can happened. As the much-touted successor to the older SCORM standard (which some regard as clunky and rigid), Tin Can API, also known as the Experience API(xAPI), has i

Government 78

Government Technology Technology 78

Myra Golden Media

DECEMBER 3, 2017

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is, communicate your understanding. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. I’d like to take a minute to talk about what I think happened, and then answer any questions you might have.”.

Customer Service 76

Customer Service Customer Experience 76

Heart of the Customer

DECEMBER 6, 2017

Customer experience pays. There’s no shortage of research on the impact of an improved customer experience, including improved revenue, profit, and, as a result, stock price. But how do you improve your CX? By focusing on Effectiveness, Ease, and Emotion. Improving on these three factors will ensure you are improving your customers’ outcomes, as well as your own.

Gaming 79

Gaming CX Customer Experience 79

Fonolo

DECEMBER 5, 2017

Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

Social Media 75

Social Media Customer Service Contact Center Customer Loyalty 75

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.

Compliance