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.

Customer Experience 345

Customer Experience Customer Relationship Innovation CX 345

Callminer

NOVEMBER 20, 2019

An understanding of the CFPB arbitration rule illuminates some of the struggles between organizations and consumers. Learn more about its implementation and its implications.

182

182

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.

Customer Journey Map 120

Customer Journey Map Customer Experience 120

Beyond Philosophy

NOVEMBER 22, 2019

What is Really Happening on Black Friday? It’s that time of year again: Black Friday sales are next week. A US tradition, Black Friday was named for the idea that it is the day retailers finally move out of the red for the year and into the black of profits. It is also the official kickoff of the holiday shopping season. However, what is really going on here?

Retail 109

Retail Sales Customer Loyalty Customer Experience 109

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

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.

NPS 92

NPS Customer Satisfaction Net Promoter Score Education 92

Callminer

NOVEMBER 19, 2019

Employers and other entities that need to check an individual's prior work history can call upon an arsenal of tactics, including Verification of Employment (VOE).

VOE 182

VOE 182

Beyond Philosophy

NOVEMBER 19, 2019

Marketing Yourself. We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. However, brand management is an essential part of your job search, as well. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Moreover, it has taught you all you need to know about improving your experience as a person.

Customer Loyalty 102

Customer Loyalty Customer Experience 102

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice.

Contact Center 78

Contact Center Machine Learning AI Actionable Insights 78

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!

182

182

Fonolo

NOVEMBER 21, 2019

Zappos. Apple. Wistia. Netflix. Whatever your business or its size, the first place your customers go when seeking help is your website. And if they can’t find the information they need there, you’re going to lose them. You don’t have to be reachable by phone 24/7, but you do have to give your customers a way to solve their problems or get in touch when they can’t help themselves.

Customer Service 89

Customer Service Transportation Start-ups 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

TeamSupport

NOVEMBER 22, 2019

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. Phone calls are a vital component of any B2B customer support strategy, as it’s often the fastest way to resolve problems.

B2B 80

B2B Customer Relationship Management Touchpoint Start-ups 80

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. This is an important role for the growth of your organization, and you will need the help of your C-Suite team, especially the CEO, in order to gain real traction in your work.

CX 73

CX Customer Experience 73

Callminer

NOVEMBER 17, 2019

To help you find the right data mining solution, we’ve compiled a list of tips, quotes and other insights from experts around the web.

Data Mining 182

Data Mining 182

Myra Golden Media

NOVEMBER 20, 2019

How to Handle Difficult Customers. (with a focus on de-escalation). 30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. A customer support specialist said “In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks.

Social Media 74

Social Media Start-ups Customer Service 74

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.

AI

ProProfs

NOVEMBER 21, 2019

Online learning has taken education and training to the next level, and it’s not surprising to see why. Technology has crept up the sleeves of education, and the results have been outstanding. With the arrival of LMS software , began an era of online learning, followed by online assessments. It is the virtue of being so much more convenient that LMS software like the Training Maker & Exam builder software quickly marked their spot in the sphere of teaching & learning.

Education 69

Education Start-ups Sports Technology 69

ClearAction

NOVEMBER 19, 2019

Une épitaphe, c’est un texte inscrit sur une pierre tombale ou un monument funéraire. Il peut s’agir d’un seul mot, d’une phrase ou d’une citation célèbre qui représente bien le défunt. Si celui-ci n’a pas pris le temps de choisir son épitaphe, il est d’usage que la famille ou les proches choisissent le texte à inscrire. C’est un acte délicat, mais nécessaire pour commencer le travail de deuil et honorer la mémoire du défunt.

62

62

Callminer

NOVEMBER 20, 2019

Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. Although there are many honest applicants to positions and potential commitments, there are, unfortunately, some applicants who are less than trustworthy. The information many people provide on their resumes has become more and more inaccurate as competition for jobs, loans, and other opportunities grows.

VOE 140

VOE Legal Government Compliance 140

Totango

NOVEMBER 19, 2019

The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. Customers are empowered to expect cyclical subscription arrangements they can opt-in or out of depending on their experience of value.

Scorecard 64

Scorecard Finance Touchpoint Customer Retention 64

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

Customer Bliss

NOVEMBER 19, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. The beloved companies grow by proving with their actions that they have their customers’ best interest in mind.

Manufacturing 68

Manufacturing Innovation CX Technology 68

Chip Bell

NOVEMBER 19, 2019

It was not a fancy restaurant. My hotel did not have a restaurant, so I walked a block to this simple diner. I was there for a late breakfast before beginning my work with a client in the afternoon. There were only two people in the restaurant…a couple waiting for their check. The happy-go-lucky waitress poured my coffee and took my order. Moments later she returned with a small flower arrangement in a glass vase and a magnificent day starting announcement.

Start-ups 66

Start-ups Innovation CX Customer Service 66

PeopleMetrics

NOVEMBER 22, 2019

Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on.

VOC 54

VOC CEM Business Administration Machine Learning 54

Confirmit

NOVEMBER 21, 2019

Register to the webinar for your region. Australia: 12th December @ 11am AEDT. Europe: 12th December @ 11am GMT. North America: 12th December @ 11am EST. Companies are starting to own their employee experience (EX) like never before. Finally, organizations are realizing that creating a great EX is the best strategy for driving a great customer experience (CX) and improving organizational performance.

Voice of the Employee 52

Voice of the Employee CX Customer Experience 52

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

The PhaseWare Files

NOVEMBER 21, 2019

Technological advancements have put an astounding amount of automation and control into the hands of customer support teams. Not only has this changed the way businesses can interact with and provide service to their clients, but it’s also transformed the role of the customer support agent. Tools that utilize artificial intelligence have made communication easier and the overall support process faster.

Machine Learning 52

Machine Learning Artificial Intelligence B2B Technology 52

CSAT.AI

NOVEMBER 20, 2019

High stress, low wages, abuse. We’re not talking about indentured servants, we’re talking about customer service. agents. Unfortunately, agents are often treated badly. It’s time to stop the churn and for businesses to take responsibility for the environment their employees work in by reducing employee harm. The industry standard for quality assurance (QA) monitoring is low.

Customer Service 52

Customer Service Sentiment Analysis Contact Center Customer Satisfaction 52

Totango

NOVEMBER 19, 2019

The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. Customers are empowered to expect cyclical subscription arrangements they can opt-in or out of depending on their experience of value.

Scorecard 48

Scorecard Finance Touchpoint Customer Retention 48

The DiJulius Group

NOVEMBER 20, 2019

Can You Keep Quiet Longer Than 18 Seconds? Providing excellent customer service starts with how well we listen and manage customer expectations. The highest form of respect we can show another person is genuinely listening and giving them our undivided attention. However, the listener also benefits dramatically, because it is only when we are listening.

Customer Expectations 49

Customer Expectations Customer Service Customer Experience 49

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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.

AI

The PhaseWare Files

NOVEMBER 21, 2019

Machine learning can be an invaluable tool for B2B support agents in a high-volume department. Let us help by providing B2B customer support software today.

Machine Learning 52

Machine Learning B2B 52

ClientSuccess

NOVEMBER 20, 2019

Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement your product solutions for your clients. A positive client experience is crucial for long-term (and even short-term) success. In simple terms, the client experience is the interaction a person has with an organization and/or their product or service. .

Education 45

Education Construction Social Media Customer Retention 45

Confirmit

NOVEMBER 18, 2019

Employee Experience (EX) is the new kid on the block, and organizations, both consultancies and enterprises, are trying to get to grips with it. What does it actually mean? How to define it? Josh Bersin gave his perspective by saying: “All the programs we’ve invested in over the years (employee engagement, diversity and inclusion, leadership development, performance management) are all part of the Employee Experience.

Voice of the Employee 45

Voice of the Employee Touchpoint Voice of the Customer Technology 45

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.

B2C 42

B2C Sales B2B Start-ups 42

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.

Technology