eglobalis
JANUARY 7, 2018
Customer Experience The Pillars of seamless “ IOT ” transformation into better servitization, customer experience and living experiences - Where Services, Digital & Physical Products Meets #CX #IOT. The post The Pillars of seamless “IOT” transformation into better servitization customer experience and living experiences appeared first on Eglobalis.
Callminer
JANUARY 9, 2018
Artificial intelligence (AI) gives machines the ability to learn from experience as they take in more data and perform tasks like humans.
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CX Accelerator
JANUARY 10, 2018
Happy 2018, folks! Ready or not, the new year is here. And with the turn of the calendar comes everyone’s favorite annual process: goal setting! Sadly, this rite of passage is often overlooked or marginalized within customer service departments. We can become wholly focused on things like quality scores, metrics, and new technology (all of which are extremely important), but annual goals should help you get out of the day-to-day way of thinking and practice continual improvement.
Beyond Philosophy
JANUARY 10, 2018
Popular belief has long held that oldest children are responsible, high achievers. And recent social science research indicates that this trait extends to their careers. As explained in this National Public Radio report , firstborn children have the benefit of their parents’ undivided attention early in life, and that advantage can influence their development.
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
Lumoa
JANUARY 9, 2018
Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.
Customers That Stick
JANUARY 8, 2018
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JANUARY 8, 2018
I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. My concerns only grow as we roll into 2018.
Taylor Reach Group
JANUARY 6, 2018
Weekend Favs January 6 written by John Jantsch read more at Duct Tape Marketing. My weekend blog post routine includes posting links to a handful of tools or great content I ran across during the week. I don’t go into depth about the finds, but encourage you to check them out if they sound interesting. The photo in the post is a favorite for the week from an online source or one that I took out there on the road.
ClearAction
JANUARY 10, 2018
What is Customer Centricity DNA? Lynn Hunsaker. What is customer-centricity DNA? Can you develop it, or must your business be “born” with it? DNA means “the fundamental and distinctive characteristics or qualities of someone or something, especially when regarded as unchangeable”. And centricity means “being situated at the center; a position of central prominence or importance”.
Fonolo
JANUARY 11, 2018
The weight social media has on brand affinity and customer satisfaction is constantly growing. Today 84% of consumers expect companies to respond within 24 hours after posting on social media, while 72% of Twitter complaints expect a response within an hour. But what does this mean for the future of customer service? Well, it’s been said that social customer care is actually the new business marketing.
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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.
Heart of the Customer
JANUARY 10, 2018
I fired Comcast for their customer experience – but not for the reasons you might think. Comcast is the poster boy for poor customer experience. Most of these complaints have to do with negative touch points, such as reps who change customers’ names to insults or loyalty reps who won’t let a customer cancel. Customer service or experience ratings firms, such as the […].
Customer Service Life
JANUARY 7, 2018
Each year ICMI accepts nominations for and then publishes their list of Top 50 Thought Leaders from the contact center industry. It has been a pleasure to be associated with ICMI through their conferences, webinars, book club, blog, and of course, the regular #ICMIChat Twitter chat every Tuesday at 10am Pacific time. We are pleased to announce that for the fourth consecutive year, we (Jenny and Jeremy) were honored to be included in the list of thought leaders.
Myra Golden Media
JANUARY 8, 2018
This is you. Confident and Prepared. So, my 14-year son old got contact lenses for the first time last week. He’s struggling to get the contacts in. Every morning Warren comes downstairs to my bathroom so I can help him with his technique. More than once he’s said, “I freakin’ hate contacts!” He even asked me to hold his upper eyelid up and steady for him.
PeopleMetrics
JANUARY 10, 2018
When Volunteers Are Treated Like Customers, Everyone Wins. Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. A central element of a true Customer Experience Management (CEM) program is “closing the loop”.
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.
ClearAction
JANUARY 10, 2018
What is Customer Centricity DNA? Lynn Hunsaker. What is customer-centricity DNA? Can you develop it, or must your business be “born” with it? DNA means “the fundamental and distinctive characteristics or qualities of someone or something, especially when regarded as unchangeable”. And centricity means “being situated at the center; a position of central prominence or importance”.
Provide Support
JANUARY 10, 2018
3d rendering android robot thinking in office. Happy Holidays! As the new year dawns, many of us take the time to reflect on the milestones achieved in the past, and also look ahead to what the future has in store. How many changes will 2018 bring about for those in customer service? What innovations and technologies will be transforming the world and shaping its future?
Customer Bliss
JANUARY 11, 2018
As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it).
Fonolo
JANUARY 9, 2018
The cloud has radically transformed the call center industry. This shift, now chugging along into its second decade, has been well covered and is no longer surprising. Imagine if someone from this industry time-travelled to 2018 from, say, 5 years ago. (Admittedly, not a great pitch for a sci-fi movie.) To him, the growing number of agent seats served from the cloud would be quite expected.
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.
CX Journey
JANUARY 9, 2018
Image courtesy of Pixabay Does your company place top priority on culture and employees? I've asked this question many times over the last several years - over the last 25 years. I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience.
Taylor Reach Group
JANUARY 11, 2018
By: Colin Taylor. The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The US market size was estimated by the Everest Group at between $78 and $81 billion dollars annually. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center agents employed by these Contact Center Outsourcing (CCO) firms representing thousands of organizations and brands.
Customer Bliss
JANUARY 12, 2018
Overview. How do you transform customer experience within the postal service – an industry that affects the whole nation? In this episode, Christine Corbett , a hybrid CCO of Australia Post , shares how she’s using her background in operations and communications to unite the organization and reinvent the Australia Post customer and employee experience.
Beyond Philosophy
JANUARY 10, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.
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
CX Journey
JANUARY 11, 2018
Image courtesy of Pixabay Today I'm pleased to share a guest post by Ford Blakely , founder and CEO of Zingle. According to Google , 98% of Americans switch between devices in the same day. Today’s savvy consumers have a variety of options when it comes to engaging with your brand. From desktop and laptop computers to tablets and smartphones and even brick and mortar stores, the customer journey is more complicated than ever.
Fonolo
JANUARY 10, 2018
Fonolo is excited to return as a sponsor for this year’s Customer Contact Week (CCW), January 22-25th, 2018 at the Hyatt Regency in New Orleans, Louisiana. CCW will provide delegates with the tools and insight to deliver world-class service. Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. This is the place where customer care, CX, and contact center leaders come together!
Myra Golden Media
JANUARY 8, 2018
Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. We show our three best features in this short video. 1. Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo. 2.
DMG Consulting
JANUARY 8, 2018
Apocalyptic Predictions and the Contact Center . Every few years the soothsayers among us predict global trends that are either totally alarmist or too good to be true. Here are some of my favorites from the past few decades: The world is running out of oil – started in the 1970’s. New age sensibility and meditation will bring world peace – circa 1970’s.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
SugarCRM
JANUARY 8, 2018
With the wide range of different CRM solutions on the market, it can be challenging to figure out exactly which one is right for your business. Should you pick the mainstream one that is most widely known? Or go with a smaller platform that might be more tailored to your specific business objectives? Have you ever wondered what factors you should focus on as you’re going through a CRM evaluation, and as you’re talking to different CRM vendors?
Waypoint Group
JANUARY 11, 2018
Customer advocacy, listening, engagement, and experience (CX) are hot topics in 2018. These terms were surely overused last year but they highlight a heightened awareness of the Customer Voice. It’s clear that brand affinity is increasing in power especially as competition heats up in many product and service categories. With the new year underway, do you have your Customer Advocacy plan in place?
Comm100
JANUARY 11, 2018
KPIs and Analytics drive call centers as much as the people taking the calls. While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly. This first-hand information is the best tool possible for learning not only where you need to improve, but also where you are doing well — and that positive feedback is fantastic when shared with agents to help boost their morale.
DMG Consulting
JANUARY 8, 2018
Question: How can we improve our contact center coaching? Answer: In recent years, coaching has evolved from a monthly one-on-one session between a supervisor and an agent/representative into an ongoing dialog and two-way exchange of data. Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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