ICMI Expo 2019 Conference Roundup


Jeff Toister Keynote – Hidden Obstacles to Outstanding Customer Service. The conference kicked off with a keynote from customer service author, consultant, and trainer, Jeff Toister. Andrew Gilliam – Ho hum No More: Re-imagining Customer Surveys to Drive Results.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. We were also able to use this data to predict future membership length based on the quality of experience.

Seven Key Strategic Questions Critical to Improving Your Customer Experience – Bahrain CX Conference

Beyond Philosophy

To improve your customer experience it is vital you address these seven key strategic questions. Colin reveals these questions at a keynote conference speech in Bahrain. Colin also interviews Rami Sweis, CEO of GolfCX on how customer experience is becoming a key area in the Middle East region. Finally, Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience for free!

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. It is how they feel at every moment of your experience from beginning to end. There are many philosophies out there.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. recent Digital+AI conference to get a fundamental understanding.

Guest Blog: Building a Human Powered, Technology-aided 21st Century Customer Experience


This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. This type of effort likely has placed you on a challenging yet rewarding journey toward customer experience excellence.

5 Must-Attend Customer Service Conferences in 2019


Have you been searching for the best customer service conferences to attend in 2019? Sure, you could watch a few evocative highlights on YouTube instead, but attending conferences in the flesh still provides far more value. Smart Customer Service 2019.

Guest Blog: Persona-lizing the Customer Experience


This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service.

2019 Contact Center Conferences


That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend. If so, Pulse 2019 is the right conference for you.

Conference Chatter

Insite Managed Solutions

Are conference topics relevant to your contact center? . In addition, we wanted to understand if the conference topics are a good source for what is happening in the contact center industry or if there is some other priority.

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Don’t underestimate the scent in your retail experience design.

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. Well, there you have it!

Guest Blog: How to Boost Retail Customer Experience Through AI-powered Price Optimization


Customer experience comes first. It is something the buyer looks back at to understand if the whole relationship, or customer experience, was worth it. Customers choose retailers with optimal prices. Forbes contributor, speaker at IRX, eCommerce, RBTE conferences.

Join Fonolo at SOCAP’s Re-Imagine Customer Care Conference


Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah.

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Most brands and corporations get by on transactional approaches to customer relationships. They market, and create experiences, within the branded vision.

Is CX Dying? 7 Ways to Save Customer Experience at Your Organization

Beyond Philosophy

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.

Can Bandwidth Be Your Customer Experience Advantage?

Call Center Coach

That’s exactly what happened when I realized that bandwidth could be your customer experience advantage. Can bandwidth be your customer experience advantage? Watch @JasonSommerset of @bandwidth discuss getting a customer experience advantage.

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. The ratio is off between internal and Customer measures. Why Most Customer Experience Programs Fail.

Guest Blog: How Online Reviews Fit into the Customer Experience


This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews. Customer experience (CX) is being talked about and thrown around in so many boardroom conversations.

Five US-Based Conferences Customer Experience Professionals Should Consider in 2019

Satrix Solutions

With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. Which is why attending conferences are paramount for professional and personal development. Qualtrics Experience MGMT Summit.

Conga Connect – The Premier Customer Conference


This customer conference hosted by Conga is in a league of its own. Conga knows that their success relies on their customers’ success. Being able to leverage their software is just one piece of the customer success story though. A major chapter that most companies forget about is how important it is to have experienced customers. See interviews Conga Connect speakers, customers, attendees. Conga Connect proves that you can have your cake and eat it too.

5 Customer Success Conferences You Should Attend in 2020


Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections. Customer SuccessCon. X4 Experience Summit.

Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. What’s the future of customer experience? .

Training Conference & Expo Explained by Temple Grandin


Temple Grandin is just one of the top industry influencers explaining the Training Conference & Expo in their own words. With an incredibly short and succinct message, they each give you their perspective on why the Training Conference & Expo is so unique and some benefits of attending. This conference never disappoints. If you are new to the field or experienced, this conference will take your performance improvement initiatives to the next level.

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Conference Topics vs Company Priorities

Insite Managed Solutions

Do conference topics correlate to company priorities? As we reviewed the contact center conferences for 2018, we noticed the conference topics were mainly focused on the customer experience. Below, you will find the conference topic breakdown.

Why Customer Experience Research Has Morphed: Focus on Change from Cognitive and Rational to Emotional and Relationship-Driven

Beyond Philosophy

Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. A lot of experience research still does this – getting importance and attribute ratings, identifying choices, and using modeling techniques to estimate decision weights – but, at the end of the day, it, i.e. purely cognitive and rational qual and quant, doesn’t work very well.

Catch Fonolo at the ICMI Contact Center Demo & Conference


Fonolo is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. If you’re looking for more information about ICMI Demo, or still need to get tickets, visit icmi.com/contact-center-demo-conference.

What to Expect at Subscribed – A Zuora Subscription Conference


Subscribed is the #1 conference throughout the year that specifically focuses on the transformation of current business models to the subscription economy. This trend is seen across all B2B (Business to Business) and B2C (Business to Customer) verticals, and it heavily effects they way businesses not only acquire new revenue, but retain and expand upon existing accounts. Subscribed for Zuora customers. Subscribed 2018 is Zuora’s flagship customer event.

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Faces of Customer Experience: Becky Lollar

Customers That Stick

Customer Service < Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Our primary customers were the parents of the children we were serving. Meet Becky Lollar !

CX Event Next Week | NGCX Conference


The post CX Event Next Week | NGCX Conference appeared first on ForeSee. Customer Experience Analytics Customer Experience Research EventsWhen you think of San Diego, does your mind drift to cliff-lined beaches, sunshine, the Gaslamp District, and Mexican food?

Customer Experience Speaker, Martha Brooke Presents at 2 Conferences this Month

Interaction Metrics

April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. Both conferences focus on the latest technologies and strategies driving the customer experience.The first day of Operations Summit, on April 9, in a Master Class Workshop Martha will discuss customer experience measurement and how to get your survey out of a rut.

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Customer Irritation Can Erode Customer Experience - Transforming the Customer Experience

Kristina Evey

I was recently at a business conference at a highly regarded venue. Upon the conclusion as everyone was walking out to their cars, I overheard several conversations focusing on two extreme irritations during the conference. The point… the conference content was wonderful.

Catch Fonolo at the National Credit Union Call Center Conference


One way to successfully accomplish this is through the member experience. Therefore, customer service plays a significant role in the relationship members have with their credit union. This is why the National Credit Union Call Center Conference is so important.

Top CX Takeaways from the Frost and Sullivan CCW Conference

CX Accelerator

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. Customer Experience is not about where, it’s about how.

From The Field: Oracle CX Conference 2016 Report

Natalie Petouhof

Tweet What we saw at the conference was a full suite for customer experience. With suites there is the opportunity to know your customers better, via shared data, shared knowledge across lines of business for personalized and relevant offers, products and services.

Why Should Core Values be Reflected in Your Customer Experience?

Call Center Weekly

Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. Otherwise, customers won’t be able to state what is memorable about you and the way you work with them.

How to Provide a Great Experience for Your Conference Guests

CSM Magazine

Paying conference guests often have high expectations and rightly so. When delegates pay to attend an event, they naturally want to gain a return on their investment and have a great customer experience. With conferences, one thing is absolutely certain…things change!

Get Ready to Transform Customer Experiences at ICUC 2016

NICE inContact

This year’s inContact User Conference (ICUC) is almost one month away and we want to prepare you for the extensive learning opportunities, networking and fun that are about to take place! Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. Check out our agenda to customize your ICUC experience. User Experience Lab. Who better to actually test-drive new features and improvements than our customers?

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations.

Join Fonolo at ICMI’s Contact Center Expo & Conference


Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Conference attendees can learn more about Fonolo’s cloud-based call-back solutions by visiting booth #627. How Customers Feel About Customer Feedback.