Tag Archives: CUSTOMER

Don’t Hold Back in the New Year: Conquer These 4 Call Center Projects and Boost your Agent and Customer Experience in 2020

Laura Krajewski — January 9, 2020 The ball dropped and like that, we’re in a new decade! Each new year comes with new goals. I’m not only talking about losing the 5 extra pounds we gained from eating all those Christmas cookies. And, I’m not referring to the resolution you made about watching just a … Continue reading Don’t Hold Back in the New Year: Conquer These 4 Call Center Projects and Boost your Agent and Customer Experience in 2020

Collaboration solution from Qualtrics puts customer service employees at the center of customer experience

The tool seeks to drive cross-functional collaboration by collecting and analyzing customer-facing employee feedback. Jennifer Cannon on January 8, 2020  Customers — especially end-users — tend to be straightforward with store and customer service staff as well as regular vendor contacts, particularly when it comes to product feedback. That feedback doesn’t always reach the product … Continue reading Collaboration solution from Qualtrics puts customer service employees at the center of customer experience

Age Of Search, AI, And How To Excel At Customer Experience: Microsoft Study

Age Of Search, AI, And How To Excel At Customer Experience: Microsoft Study by Laurie Sullivan , Staff Writer @lauriesullivan, January 7, 2020 One in three customers will stop interacting with a brand they love after one bad experience, and nearly half will completely abandon the company after several bad interactions, according to a PwC Future … Continue reading Age Of Search, AI, And How To Excel At Customer Experience: Microsoft Study

Businesses need to think differently about customer feedback data in 2020

Improving the customer experience and improve your business operationally means keeping up with the many ways customers communicate with you. Adam Dorfman on January 3, 2020   Contributor and SMX speaker, Adam Dorfman, thinks the customer feedback ecosystem is going to play an even more important role in the coming year for businesses looking to … Continue reading Businesses need to think differently about customer feedback data in 2020

Pro Tip: The critical and delicate relationship between design thinking and customer empathy

It’s easy to get so caught up in consumer feedback you lose sight of sound business judgment. Greg Heist on December 20, 2019 Achieving customer-centricity involves deeply understanding customer needs and fulfilling them better than anyone else. In turn, design thinking is foundational to staying in sync with customers. That said, it’s one challenge to understand … Continue reading Pro Tip: The critical and delicate relationship between design thinking and customer empathy

CMO Council Report: Without Privacy-First Data Strategy, Brands Risk Losing Customer Trust

CMO Council Report: Without Privacy-First Data Strategy, Brands Risk Losing Customer Trust by Laurie Sullivan  @lauriesullivan, December 10, 2019 As personal digital data — from financial records to facial recognition — floods corporate networks, brands must learn to keep data secure or risk losing customers. Although 57% of marketers believe that data security, privacy and … Continue reading CMO Council Report: Without Privacy-First Data Strategy, Brands Risk Losing Customer Trust

The Top 5 Customer Success Manager Best Practices

Mia Jacobs — December 9, 2019 Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. Equipped with insight into customer activity and an understanding of how to prevent churn, they … Continue reading The Top 5 Customer Success Manager Best Practices

Want to be a CX leader? Embrace more listening channels, collect and share customer feedback

CX leaders in B2B industries routinely have a formal process in place to collect customer feedback and hold multiple departments accountable for their customer experience efforts, according to a recent report from Medallia. Amy Gesenhues on November 26, 2019  B2B businesses have as much to gain from an optimal customer experience strategy as B2C organizations, … Continue reading Want to be a CX leader? Embrace more listening channels, collect and share customer feedback