eglobalis
OCTOBER 22, 2017
In the technology industry, specifically within software and hardware usability, design and services, one of the biggest elements that hurts customer experience -- and by that I mean B2B and B2C customers -- is overly-complicated product design. The post The One Element Of Product & Tech Design That Kills Customer Experience appeared first on Eglobalis.
Callminer
OCTOBER 23, 2017
As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the customers themselves.
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Beyond Philosophy
OCTOBER 23, 2017
When Richard Thaler of the University of Chicago was awarded the Nobel Prize in economic science earlier this month, he said he’d try to spend his $1.1 million prize “as irrationally as possible.”. That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy.
ProProfs
OCTOBER 23, 2017
Have you ever encountered a situation where you have been forced to use a machine with no clue about how to run it – probably at a self-check-in counter at an airport that has its default language set to language you don’t know or a self-service kiosk for a tram that needs you to share information and money to print your ticket? Thinking what would you do in such a situation?
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
Uniphore
OCTOBER 25, 2017
As customers have more brands to choose from than ever, the businesses that win the battle of the customer service wins the game. In today’s world, more and more brands are chosen based on whether customer experience matches their rising customer centric expectations, and customer service plays the most critical role in creating that experience. It’s no surprise then that the top trends in customer service heading into 2018 all have one thing in common, the customer themselves.
Fonolo
OCTOBER 25, 2017
As a customer, you have more options than ever when you want to contact a company. Non-voice channels such as email, chat, SMS and social media have been steadily growing in popularity. It’s natural to imagine that the plain ole’ phone call is past its prime, and declining in importance. While it’s true that the channel mix is shifting, it would be wrong to conclude that phone calls are any less essential to customer service.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ProProfs
OCTOBER 25, 2017
The present era is dominated by interactive multimedia. Nobody wants to see static and one-dimensional objects and elearning is no different. In the technology space, people are extensively discussing the relevance of augmented reality (AR) and its varied applications. To many it may appear a bit “futuristic” in its approach, AR should be considered as a candidate for online learning.
Uniphore
OCTOBER 25, 2017
Today, the emergence of robotic process automation (RPA) technology is stirring the winds of change in the business world, offering benefits which have a lot of appeal to various organizations and departments. However, one particular unit where robotic software provides a specific value for businesses is in their call centers where manual processes play such a significant role in the day to day operations.
Customer Service Life
OCTOBER 25, 2017
In Episode #34 we welcome our good friend, Sean Hawkins. He’s the Director of Contact Center and Customer Service at Framework Homeownership. Be sure to connect with Sean on LinkedIn , Twitter , and read his blog. Join us as we talk about some of our quirks that make us annoying roommates. We also share some practical ways to keep agents and employees engaged.
Heart of the Customer
OCTOBER 25, 2017
Whenever I’m leading a workshop or giving a keynote, I know I can always get a laugh by putting “Comcast” and “Customer Experience” in the same sentence. But that’s way too easy, so I usually skip that line. But last week I saw something that gave me a glimmer of hope for the company. They seem to be learning how […]. The post Maybe (Just Maybe) There’s Hope for Comcast Yet appeared first on Heart of the Customer.
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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.
Comm100
OCTOBER 25, 2017
Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around
Customer Bliss
OCTOBER 24, 2017
Episode Overview. Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt.
ClearAction
OCTOBER 21, 2017
Customer Experience Management Prevents Process Silos Lynn Hunsaker. Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It’s the job of customer experience management to drive smooth journeys and maximize value across the life cycle. Accordingly, it’s the role of customer experience managers to prevent process silos.
Fonolo
OCTOBER 26, 2017
Your call center works hard year-round to make sure metrics are being met and customers are happy. Often times, when you’re busy dealing with everyday tasks, it’s easy to forget the importance of a fun working culture. Studies have shown that call center agents quit most often because of their work environments rather than their compensation. Companies need to find more ways to increase agent engagement and motivate employees.
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.
Comm100
OCTOBER 23, 2017
Introduction. Halloween is just around the corner, and people all over the world are scrambling to plan costumes, hang decorations, buy candy, and RSVP to Halloween parties (and, those who have kids are rushing to plan for them as well!). Out of the office, your hardworking customer service agents may be caught up in the Halloween scramble. But in the office, they are working tirelessly to bring satisfaction and happiness to your valued customers.
DMG Consulting
OCTOBER 26, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Phone This field is for validation purposes and should be left unchanged. Close. Cloud Contact Center Solutions Improve Relationships between Business and IT. 10/6/2017.
Kerry Bodine
OCTOBER 22, 2017
If you haven’t noticed, the field of service design has been picking up steam over the past several years—largely in part, in my opinion, to its natural alignment with helping organizations create better customer experiences. The latest evidence that the discipline is on a roll is that right now you can attend not one, not two, but three service design conferences in as many weeks.
Fonolo
OCTOBER 24, 2017
It’s that time of year again, the holidays are creeping in, and before you know it frantic shoppers will be soaking up those Black Friday and Cyber Monday deals; soon enough everyone will be in shop till you drop mode. Whether you’re purchasing for your first cousin twice removed, or your Rolex wearing manager, the holiday season usually requires a great deal of customer service support.
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.
Confirmit
OCTOBER 25, 2017
It’s been over six months since we launched the much-anticipated Survey Designer , our slinky new interface for creating surveys for Market Research, Customer Experience and employee engagement programs. As with all elements of the Confirmit Horizons platform, Survey Designer receives frequent enhancements, tweaks and additions as part of our continuous deployment approach, so I thought now was an opportune moment to update you on some of the newer features you may have missed.
DMG Consulting
OCTOBER 26, 2017
IT Managers’ Guide to Cloud-Based Contact Center Infrastructure. 10/23/2017. By Donna Fluss. Introduction. If a company has required IT resources to support their on-premise contact center solution, they will need similar assistance with a cloud-based solution. The difference is that IT’s role in a cloud scenario will be more strategic and dedicated to security, integrations and system administration, and less to taking care of the hardware and software.
CX Journey
OCTOBER 25, 2017
Image courtesy of Pixabay When it comes to a customer experience transformation, is there a burning platform in your business? Or is everyone happy with the way things are? No need to change how you do business? How leaders conduct themselves? How your people are treated? I've been writing a bit about complacency in business lately, including my last post from two weeks ago, Complacency or Innovation: You Decide.
ClientSuccess
OCTOBER 24, 2017
Scenario. Many customer success leaders spend too much time acquiring information for renewal reports. These leaders spend hours or more gathering information from multiple sources, compiling the information, and analyzing it to create insights and trends. Problem. Often by the time the information is gathered it is stale and needs to be updated again.
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
Waypoint Group
OCTOBER 26, 2017
Research has shown that 70% of B2B companies collect NPS®-like data but only 30% actually use customer feedback. By participating in our no-risk trial you can gain immediate insights, help your company grow, and stop being part of the 70% that actually erode customer relationships by asking for feedback but do nothing with it. You have customer feedback data, […].
DMG Consulting
OCTOBER 25, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Email This field is for validation purposes and should be left unchanged. Close. Contact Center KPIs: Less is More. 9/15/2017.
Confirmit
OCTOBER 22, 2017
Focusing on the mode of connecting with the participants is so 2001.Survey technology allows you to create a single survey that can be used for online and offline research. The key to success is to have a single survey experience, something that is inherently people focused. Technology is at the center of this “seamless” or single survey experience as it provides a consistent survey look and feel across channels as well as enabling the completion of the same survey online and offline
PeopleMetrics
OCTOBER 25, 2017
It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy?
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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.
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