Category: Customer Experience

Poor data quality can have a negative impact on your business. It can make reporting time-consuming and inaccurate, skew decision making, and make the integration of new business systems and software more challenging, to name just a few unwanted side effects. However, poor quality data can also have a damaging impact on your customer relationships…
The post 4 steps to better manage your customer data appeared first on Customer Experience Magazine.

Die Vertrieb Beratung von CustomersX kann hier helfen, Verbesserungspotentiale zu bestimmen und dadurch die Effizienz und Effektivität im Vertrieb deutlich zu erhöhen. https://customersx.wordpress.com/2021/10/05/die-4-schritte-zur-verbesserung-des-vertriebssystem-customersx%ef%bf%bc/
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In line with the celebration of the Customer Service Week in 2021, the CXM team received much information about the current status and trends in the world of CX. We decided to share with you some of the most intriguing data from the new Calabrio report that revealed the reasons behind the high contact centre…
The post What do contact centre agents have to say about their wellbeing in 2021? appeared first on Customer Experience Magazine.

Ten years ago, if you were as good at using networks and software as you are today, most of your peers would have considered you some sort of wizard.

The question isn’t whether or not each of us is going to get better at using our tools, the only issue is: how soon?

We can choose to live behind the curve or ahead of it. It turns out that there are significant rewards for pushing through discomfort and getting (much) better at all the resources that are suddenly freely available in data acquisition, learning technologies, financial tech, marketing and networks.

What if resisting until we had no choice, we decided to pioneer instead?

PS the same thing is true for our other skills, including leadership.

When it comes to customer experience, the newest generation of users is set to disrupt the status quo. Defined as anyone born after 1996, Generation Z has different brand expectations, including a ruthless quest for truth, and is poised to have the economic clout to make its voice heard. Research from Bank of America that…
The post Three ways to create personalized experiences for Gen Z appeared first on Customer Experience Magazine.

Companies around the globe are realizing the benefits of moving to the cloud and adaption in accelerating. Source: Nice In Contact https://preview.redd.it/2y7jx9onmms71.png?width=1024&format=png&auto=webp&s=90538fe01d1839bfdc0f272d71840ccfa483d601
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“What evidence would you need to see to change your mind?”

The honest answer to this question is usually: “I need a new story that’s more immediate, more vivid and most of all, more culturally aligned than the one I have now.”

It took humans 100,000 years to invent the scientific method. Before that, we lived our lives by stories, examples and the urgent.

We still do.

An anecdote is not evidence. But we often treat it that way.

That’s not what we usually hear. To have “us” we often need “them.”

To make a profit (or a commotion) in social media, the math is usually division, not addition.

And as media has crept into every corner of our lives, it often thrives on discord.

The irony is that the network effect that powers our culture (it works better when others are using it too) depends on connection.

When Stewart Brand put a picture of the Earth from space on the cover of the original Whole Earth Catalog, it was a revelation for many. The photo was new, but the image was also a timeless reminder of how futile it is to forget the very nature of our finite world.

Ideas can spread and multiply, creating new opportunities and new frontiers. But we’re still on the same planet, no matter how much a few people spend to go (almost) into orbit.

As we begin to move beyond a century of industrialism, all of us are coming to grips with the impact that the industrial engines we depend on have created. The chronic shift in the climate of the entire planet is going to be the most significant driver of change of the next twenty years. For all of us, not just a few.

Unlike current events or politics, this is neither local nor temporary. It’s hard to fight the weather, as it changes all of the inputs and the outputs of our life.

The first step is to realize that we’re in it together.

In the old days, when I was a book packager, I created a series of bestselling almanacs. Almanacs have been around since Benjamin Franklin, and even in the age of the web, they serve a useful function. Collecting relevant tables, facts, explanations, lists and history in a format that’s easy to reference and share gives us a chance to agree on what we agree on, a common foundation for moving forward.

I’m putting together a worldwide team of people who are interested in volunteering to contribute to the new Carbon Almanac. It’s a zero-profit venture, a group effort designed to create a print and digital document that fills the vital niche between the cutting edge and apathy.

There are currently 40 of us, from 20 countries, working on the early versions. If this is something you have the time and inclination to contribute to, I hope you’ll take a minute to fill out this quick form. We’ll be inviting some folks to join us next week. Thanks.

Companies were put in a tough position this past year; as customers faced overwhelming change, they relied on their favorite brands to get them through. With growing pressure to adapt to the ‘new normal’, brands worked to meet rising customer expectations and create experiences that were accessible to everyone. In the end, companies that consistently cultivated exceptional experiences, and prioritized innovation during these difficult times have ultimately been rewarded. This is evident in the most recent list of top companies, according to their surveyed customers. In a recent study conducted by Comparably.com, customers rated brands on six main factors: quality of the product or service, customer service, return on investment, overall satisfaction, loyalty, and the likelihood they would recommend to a friend. Full article: https://www.customercontactweekdigital.com/customer-experience/articles/how-3-leading-brands-secured-customer-loyalty-in-2021
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No matter what it is you’re cooking, if you put too much in the pot, it’s not going to come out as well.

Very few things scale forever.

The hardest moment to stop scaling our work is the moment when it’s working the best.

And that’s precisely the moment when we need to have the guts to stop making it bigger.