Sat.Feb 16, 2019 - Fri.Feb 22, 2019

Why Customer Self-service Is Essential to a Successful CX Strategy

Working Solutions

Delivering a superior customer experience (CX) in an era when customers are savvier than ever, and the number of communications channels increasing seemingly overnight, is no easy task. And compounding this challenge is the fact that, today more than ever before, customers are demanding fast and satisfying access to information and responses to inquiries. Service […]. Call Center Outsourcing customer self-service

Data ethics and the impact on customer service

TELUS International

Discover the growing link between data ethics and excellent customer experience, along with key strategies for building consumer trust

Need Help With Your Help? You Might Need an IT Ticketing System

Relay Blog

Whether yours is a large national business or small scale firm, there is little doubt. The post Need Help With Your Help? You Might Need an IT Ticketing System appeared first on Relay. Support

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Doing the Right Thing: A Habit Worth Mastering

ShepHyken

When it comes to taking care of customers, sometimes people go a little further than expected. When asked why, they often say, “It was the right thing to do.” There’s no incentive other than the desire to care for someone else. In a sense, that is what customer service is about.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

Top Themes from Think 2019

Peter Lavers

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist.

CRM 188

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Improving Contact Center Operations: Happiness All Around to a “T”

Contact Center Pipeline

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. Right? You’re thinking: “Give me a break. I’m hard-pressed just to staff the third shift, much less transform it.”

Guest Blog: How One Experience Started My CX Passion

ShepHyken

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken.

B2C 230

Dimension Data CX Report Roundtable

Peter Lavers

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report.

How To Measure Authentic Customer Emotions In Real Time

Beyond Philosophy

There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Highlights from the 2019 Challenges and Priorities Survey

Contact Center Pipeline

With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite.

Amazing Business Radio: Martha Brooke

ShepHyken

Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall.

What Are the Advantages of NPS to My Business?

ProProfs Blog

Customer retention, customer loyalty, customer engagement, phew, these words are all I read about these days. One thing that tends to link all these factors together is Net Promoter Score or NPS.

Top AI-Powered Self-Service Innovations to Watch at MWC Barcelona 2019

TechSee

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Ready, Fire, Aim… The Problem-Solving Firing Line

Contact Center Pipeline

Step up to the firing line! Ready, fire, aim… whoops! Isn’t it “ready, aim, fire”? Well, traditionally speaking, yes.

5 Top Customer Service Articles for the Week of February 18, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Why Engagement Strategies & Investment Are Important for Customer Retention

ProProfs Blog

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment.

How to deliver a positive customer experience when failures occur

Taylor Reach Group

. Written by Garry Schultz . Hafeez’s cartoon is fashioned on a Like all Goldberg machines, if you take the time to follow the flow, it does work.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

The 5 Things You Need to Know About Great Service

Steve DiGioia

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident.

Sales 101

How to Follow Up With NPS Detractors, Promoters, and Passives

GetFeedback

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results.

Top 5 Benefits of Post-Event Surveys You Need to Know

ProProfs Blog

After all the hard work, money, and time; you finally packed up your long-awaited event, and it was probably the best moment of your life but was it the same for your audience or attendees?

Friction in the Customer Experience

Taylor Reach Group

Are You Listening to the Canaries in Your Customer Experience Coal Mine? By: Colin Taylor.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Earn Your Customers’ Trust, And Loyalty Will Follow

Eptica

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Published on: February 20, 2019. Author: Guest author: Shep Hyken Do your customers trust you? How do you even know if they do, and why is it important?

How Can You Visualize the Future of BPOs?

Dialer 360

Contact center seems like amazing places with multiple customers. Different partners and business are facilities with more wait time that isn’t with an environmental. These are very progressive and flourishes.

Expert Roundup: How Data from Survey Software Shapes Marketing Campaigns

ProProfs Blog

Let’s assume you’ve got the perfect product; you’ve thought about a well-funded marketing campaign. However, your campaign proves to be unsuccessful after the launch, because it doesn’t resonate with your target audience. It’s a pretty scary thought, isn’t it?

Top 5 Takeaways from the Orlando Roadshow

Liveops

Liveops agents congregate in the sunshine state. Laughter, excitement and chatter filled the room at Maggiano’s Little Italy in Orlando Florida at the first Liveops Roadshow of 2019.

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

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Why we changed our tagline

Zoom International

ZOOM recently refreshed our tagline. Marketing Product Management Software Engineering Customer Satisfaction News & Events inside zoom Sales IT Business

10 Common Chatbot Mistakes And How To Overcome Them?

Dialer 360

With marketing analytics and strategy, this is another approach to a chatbot. They remain to improve and to get the latest feature. These are making the best for companies’ use. They are fascinating to customer besides experimenting with them. They are working in the best way.

3 Critical Questions Analysts Aren’t Asking Their Stakeholders with Aaron Maass

Hero Digital

It’s a familiar scene: you’re in a meeting, and someone projects a dashboard with graphs of your marketing campaign outcomes. You can see a general upward or downward trend, but it’s hard to know where that data is coming from, why these patterns are occurring, and what to do next.