Sat.Dec 23, 2017 - Fri.Dec 29, 2017

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Not To Be Missed: The Best Of 2017

Beyond Philosophy

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018. To get you ready for what is next in Customer Experience, let us review what we have learned so far. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start.

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Complaining Customers Aren’t Looking for Excuses

ShepHyken

The other night, I was out with some friends. We were at a well-known place, listening to music and relaxing. One of my friends said she wanted something chocolate, so she ordered a piece of chocolate cake. A few minutes later it arrived, and she took her first bite. You could tell by looking at her facial expression that she was not happy. She said it tasted very dry.

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Contact Center Executive Priorities for 2018

CX Global Media

Coaching is the #1 agent experience focus for 2018. Yahoo! At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. I am thrilled to see the importance of people development being a lead focus for 2018. I am just praying that this year we will not see many of the people development intentions fade or never come to fruition like I’ve seen happen in the past.

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The 5 Biggest Wins for School Connectivity in 2017

Contact Center Pipeline

In the effort to ensure that all students have equal access to the broadband they need for digital learning, there are challenges and triumphs every year. There is no doubt, however, that incredible progress has been made in connecting America’s classrooms to high-speed Internet. Here are five of the most important victories for K-12 connectivity in 2017. 1.

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The 2023 Verint Experience Index: Retail

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

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Is Your Company Surveying Employees For Their Commitment To Customers and CX?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

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Your Best Professional Year Yet!

Myra Golden Media

“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”. Kristy L. Bolen, Project Manager. Carlson Hotels Worldwide. Learn more about my Full-Access Program.

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Top 10 Posts of 2017

Contact Center Pipeline

The end of December is a great time to reflect on the past year. It’s also a time when I like to dip into our blog statistics to see which topics appealed most to readers. For 2017, not surprisingly, the emphasis was on people-centric topics. Among the articles published on artificial intelligence, the chief concern […].

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0: The Intuitive Customer Episode Zero

Beyond Philosophy

Episode Zero – Colin Shaw discusses what you can expect from The Intuitive Customer podcast. Colin outlines in very understandable way, how behavioral economics and phycology fundamentally influences your customers experience and how you can use these to improve your customer loyalty and customer retention. The post 0: The Intuitive Customer Episode Zero appeared first on.

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Amazing Business Radio: Eddie Yoon

ShepHyken

Companies Grow When Customers are Treated as Unique Individuals. Shep Hyken Interviews Eddie Yoon, Author of Superconsumers: A Simple, Speedy, and Sustainable Path to Superior Growth. Do your customers feel like friends or just transactions? . . ? ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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The State of the Bot Going Into 2018

Aspect

2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. What happened in 2017, and what will 2018 bring? Let’s have a look. It is still early. Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress.

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Cloud Ushers in “New Rules” for Technology Selection

Contact Center Pipeline

Procurement processes are undergoing change in concert with the revolution ushered in by cloud solutions. Buyers want the benefits of advanced technology without the bottlenecks that hampered premise-based selection, implementation and upgrades. Vendors revel in simplified sales, implementation and support processes that shorten the decision cycle, get customers into production quickly and drive down costs. […].

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Virtuality Grid

Win the Customer

US $8.95 a month for a 20,000-prim region on the hypergrid-enabled Virtuality Grid. Other region sizes also available: 2×2 VAR region with 60,000 prims: $18.95. 3×32 VAR region with 80,000 prims: $28.95. 4×4 VAR region with 100,000 prims: $38.95. Full region purchase details here.

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5 Reasons Why Your Customers Want an Omnichannel Experience

VocalCom

Chat, SMS, social media…there are so many channels these days for customer service. But is it really necessary for your brand to use them all? In short, absolutely. Not only do customers have their preferred channels, but they are also expecting you to deliver the best service possible on these channels at all times. According to a survey by Aspect Software, companies that adopt an omnichannel strategy achieve 91% greater year-over-year customer retention rates compared to those that do not.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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If Call Center Employees Were Honest

Myra Golden Media

Just for fun, I am posting this funny video.

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6 Reasons to Store Customer Feedback in Salesforce

GetFeedback

Is your customer feedback sitting in an Excel spreadsheet? You're not alone. Get more from customer feedback by integrating your surveys with Salesforce.

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Improving Brand Loyalty and the Customer Experience Through Cybersecurity

Win the Customer

When you think about attracting and retaining new customers to your business, you might focus on the importance of having a team of friendly and capable employees devoted to making them feel welcome and appreciated. Having great products and services doesn’t hurt, either. But while these are definitely smart goals to have as a business owner, there’s yet another key way to improve customers’ overall brand experience: cybersecurity.

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Soft AI in the Call Center

Bright Pattern

There is a lot of speculation about how AI will affect the call center in the coming years. The alarmists claim AI will be able to completely replace human interaction and the call center will be completely automated.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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The Art of Listening: A Key to Customer-Centricity

ClearAction

The Art of Listening: A Key to Customer-Centricity Lynn Hunsaker. Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. Consider internal customers as well as external customers in honing this skill.

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Your Step-by-Step Guide to Creating Reports that Prove Advocate Marketing ROI

Influitive

As an advocate marketer, you’re probably used to having the value of your program questioned. “Isn’t it more of a nice-to-have than a need-to-have?” “What exactly is the ROI of engaging customer advocates?” “Why should we devote our budget to this over other marketing programs?” These doubts are exactly why it is so vital for.

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New Years 2017 ~ Who Could Ask For Anything More

Envision

Who could ask for anything more? Patents, awards, contracts and customers! There are times when you are so grateful, you just have to shout it out and tell all your friends. This year has been especially productive and rewarding making all of us at Envision so incredibly honored and proud.

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Why We Need Less Talk, More Listen

Toister Performance Solutions

According to Salesforce, I'm on one of the most productive salespeople. That's not really true. Someone at Salesforce just thinks I am because the company profiled me in it's 2014 ebook, Secrets of the Most Productive Salespeople. The only reason I'm in there is I was blogging for Salesforce at the time and responded to a vague request from an editor to take a productivity survey.

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The Open CCaaS Advantage Report

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.

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6 Reasons to Store Customer Feedback in Salesforce

GetFeedback

Is your customer feedback sitting in an Excel spreadsheet? You're not alone. Get more from customer feedback by integrating your surveys with Salesforce.

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An Exciting Year For Temkin Group Research

Customer Experience Matters

As the year winds down, it’s fun to look back and appreciate what’s been done. As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. I’m very proud of what our team accomplished. We used many different research approaches (e.g., best practice interviews, company surveys, and large-scale consumer studies) to deliver insights about customer experience that shaped the thinking and actions of 1,000s of professionals around the world.

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Do Customers Experience Your Internal Collaboration — or Lack of It?

ClearAction

Do Customers Experience Your Internal Collaboration — or Lack of It? Lynn Hunsaker. “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. Is your voice of the customer program letting you know similar insights?

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NameCoach

CSM Magazine

NameCoach is a wonderful web service that educators are using to learn student's names and pronounce them correctly. This is especially useful w/ commencement/graduation ceremonies on the horizon. The way this works is simple as a teacher creates a name/web page and then has the student's speak their names. The audio gets embedded into a page and a user can access them all on one page at anytime.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Top contact center authentication stories of 2017

TRUSTID

Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. As the year comes to a close, let’s recap some of the biggest call center issues and authentication stories we saw in 2017: Massive Equifax data breach — For the first six months of 2017, a known security flaw left millions of American’s critical information, including Social Security numbers, dates of birth and driver’s licenses, exposed to hackers.

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Let Humanity Glow (Video)

Customer Experience Matters

To those who are already celebrating, and to those who are on the eve of it, Merry Christmas! And Happy Holidays to everyone! To get you in the mood for the holidays and to prepare for the upcoming “Year of Humanity,” we created this short, hopefully inspiring musical video… Let Humanity Glow. Enjoy! ?? The bottom line: Let’s make humanity great again!

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All-new Echo – $79.99 (Regularly $99)

Totango

Head over to Amazon where you can grab the All-new Echo (2nd Generation) with improved sound, powered by Dolby, and a new design! You can get it in 6 designs. We have an Echo and absolutely love it! The all-new Echo (2nd Gen) has a new speaker, new design, and is available in a range of styles including fabrics and wood veneers. Echo connects to Alexa to play music, make calls, set music alarms and timers, ask questions, control smart home devices, and more—instantly.

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