What does it take to create a world-class customer experience? World-class customer service authority and president of The DiJulius Group, John DiJulius, shares some great insights into customer experience gleaning from his remarkable years of experience and expertise. The Compound Effect of Executive Leadership Customer service is not a get-rich-quick scheme. MORE
Steve DiGioia
AUGUST 27, 2020
Respect, decency, and courtesy are foundational measures of society. A heavy-handed approach without caring for the feelings of another is a sure way to lose a friend. And it’s even worse when done to a customer. Have you ever had a salesperson or customer service rep tell you something in a way that came across as rude or uncaring? I bet you did and didn’t realize it.
NICE inContact
AUGUST 27, 2020
In this digital era, people are used to instant access to anything, at any time, on any device. It’s no wonder that when consumers contact your business—whether it’s to make a purchase or report an issue—they expect that same instant experience. And bearing the brunt of these ever-increasing customer demands are contact centers. You need a platform that not only handles voice and digital channels, but also gives your agents and supervisors the tools they need to be efficient and effective.
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BlueOcean
AUGUST 27, 2020
The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new partner amidst the uncertainty of the pandemic can be overwhelming.
Beyond Philosophy
AUGUST 27, 2020
Many decisions that we make in life are subjective, without a “right answer.” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible. However, when you don’t provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
dscout People Nerds
AUGUST 27, 2020
If systems of injustice and inequality can be designed, that means they can be redesigned too. Antionette Carroll, founder of the Creative Reaction Lab, teaches us about redesigning for real, community-led change.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NetBase
AUGUST 27, 2020
Retailers are always on the lookout for a way to connect with consumers, and what better way than capturing their exact verbatims about your brand? Our “personal narrative” theme makes short work on this challenging goal, offering companies amazing insight into the loves (and hates) of consumers. Let’s see how that looks! In this article we will cover vital information on: Why brands’ searching isn’t always enough and how filters can help pull specific information you’re lookin
Zeisler Consulting
AUGUST 27, 2020
We sometimes have an officious way of dealing with our Customers, almost as though they’re the problem that we have to deal with. As Customers ourselves, we witness this all the time, and surely as CX professionals and leaders we’re also more aware of it when we see it. It’s interesting, then, that it ever happens in the first place, considering the positions we hold and the authority we wield.
inQuba
AUGUST 27, 2020
The Economist coined the term ‘The 90% Economy’ as a new normal: large chunks of everyday life are missing, customers have moved from using digital to being digital, and what they value and their power to switch have shifted overnight. With GDP slashed, The 90% Economy is a world where building brand trust, digital engagement, and building customer rapport move to center stage in order to optimize customer retention and value.
Interactions
AUGUST 27, 2020
The new normal isn’t so normal. It’s no question that the pandemic has changed consumer behavior forever. And as the new way of doing things continues to evolve, businesses will attempt to keep pace with consumer preferences by offering new ways of doing business. Even in the past few months, we have seen an exponential increase in digital transformation initiatives, which can only be predicted to increase further as more time passes.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Uplight
AUGUST 27, 2020
Once you purchase an electric vehicle, or EV, you’ll need to charge it. And knowing when to charge it can be complicated. When can you get the best rate? And how can you use the least amount of fossil fuels while charging it? Partnering with Enel X, Uplight worked with utilities to help New York Read More. The post Uplight Partners with Enel X to Launch EV Charging Pilot Program appeared first on Uplight.
Helen Dewdney
AUGUST 27, 2020
“Never knowingly undersold” Really? John Lewis was once famous for the quality of its products, its impeccable customer service and its low prices, underwritten by the store’s promise to be “Never knowingly undersold”. This week the BBC reported “ John Lewis to pull ‘Never knowingly undersold’ pledge ”. It’s about time, given that the promise doesn’t cover online retailers at a time when there has been such an increase in online shopping.
MyCustomer
AUGUST 27, 2020
9th Sep 2020 Things got really strange really fast, didn’t they? I’m sure that like me, most of you are still processing what all this means – and how.Show, know & grow: 3 CX priorities during COVID-19. By Michael Hinshaw Managing Director.
Oracle
AUGUST 27, 2020
On August 4, 2020 the finalists and winners of Oracle’s 2020 Markie Awards were virtually announced by Rob Tarkoff, EVP and GM, Oracle CX and Data Cloud. According to Tarkoff, “The Markie Awards were created in 2007 to celebrate achievements in digital marketing.” The awards consist of 16 categories honoring customer experience excellence across marketing, sales, service, and commerce.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Happy or Not
AUGUST 27, 2020
What’s the latest on what customers are expecting? That is the focus of CCW’s Customer Experience Trends, Challenges & Innovations virtual conference this September. CCW Digital’s conferences bring […]. The post CCW Customer Experience Trends, Challenges & Innovations appeared first on HappyOrNot.
The DiJulius Group
AUGUST 27, 2020
What does it take to create a world-class customer experience? World-class customer service authority and president of The DiJulius Group, John DiJulius, shares some great insights into customer experience gleaning from his remarkable years of experience and expertise. The Compound Effect of Executive Leadership Customer service is not a get-rich-quick scheme.
dscout People Nerds
AUGUST 27, 2020
Benchmarking studies let you know how (and if) your insights are improving user experience. Here’s how to conduct one.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Centercode
AUGUST 27, 2020
Even the most robust and well-resourced QA labs have limits. There’s simply no way to keep up with the growing combinations of technology devices your customers are using in their lives. But products that operate seamlessly in any and every technical environment are exactly what your customers are expecting.
Innovative CX
AUGUST 27, 2020
I hesitated to write this article because if there’s one, there must be a hundred opinions on where the customer experience function should align in an organization. In my experience, I’ve heard and seen it report to any one of these C-suite positions in an organization: CEO CMO COO CFO CCO CXO CPO CTO/CIO And if it’s not reporting to one of the C-suite positions, it reports to someone who reports to one of these C-suite positions.
inmoment
AUGUST 27, 2020
Delivering promises is one of the most important things a brand must do for its customers. Keeping commitments is much easier said than done, but customer loyalty lives and dies by companies’ ability to follow through. Succeed, and the brand generates loyalty and retention. Fail, and the organization ends up burning bridges—potentially permanently. So, how can brands avoid breaking promises?
Lithium
AUGUST 27, 2020
?. We have been hard at work transforming Atlas into a leading platform for customer engagement and success. The team is excited to roll out a few significant updates to Atlas, including upcoming changes to the Community forums, homepage search options, renaming tags to keywords, and some upgrades on the way. Upcoming Changes to the Community Forums.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Fox Metrics
AUGUST 27, 2020
Nobody likes uncertainty. Unfortunately, the coronavirus pandemic brought a lot of it. Months into the crisis, the business landscape is still largely unpredictable. Most companies are battling for stability and the reality of the new norms. So it’s no surprise that more businesses are turning to analytics to get hindsight, insight, and foresight into their operations.
CSM Magazine
AUGUST 27, 2020
We all have different things that we are good at. If you are a people person and are great at communicating and helping other people you should consider a career in customer service. When most people think of customer service jobs, they think of people who work in a call centre who listen to other people complain all day. And while that type of job may work for some people, thankfully, there are other jobs out there where people with good customer service skills can really shine. 1.
Bold360
AUGUST 27, 2020
The early days of COVID-19 were a make or break moment for so many service and support teams. The virus drove a radical shift towards digital channels and remote work that impacted both service employees and their customers. For support teams that hadn’t invested in self-service and digital tools like chatbots , the pandemic brought unmanageable surges in call volume that led to long wait times and rampant customer dissatisfaction, as well as burned-out agents.
CSM Magazine
AUGUST 27, 2020
As lockdown continues, construction on-site productivity is predicted to fall by 12% if current conditions persist, according to the Royal Institution of Chartered Surveyors. These conditions are largely defined by the availability of supply and labor. With most of the world’s workforce having to work remotely , an option not available for construction, the industrial industry finds itself at a significant disadvantage.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Confirmit
AUGUST 27, 2020
Register to the webinar for your region. Australia: 22nd September @ 11am AEST. Europe: 22nd September @ 11am BST. North America: 22nd September @ 11am EDT. Companies need to stand out in a crowded marketplace, but true differentiation is increasingly rare. And with the broad adoption of Customer Experience (CX) programs today, perhaps a cookie-cutter CX program is not the differentiator you need.
SMG CX
AUGUST 27, 2020
Following the initial limited-services phase of the pandemic, healthcare providers and patients are still settling into a new normal.
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