Customer experience best practices
Customer experience best practices combine thoughtful processes married to best-fit technologies that analyze customer interactions, collect customer feedback, measure customer satisfaction and divine actionable insights through customer analytics. Read how cutting-edge organizations meet challenges and create successes.
New & Notable
5 Trends that are Changing Sales Cycles
Let’s be honest, selling today has become more complex than some leaders ever imagined. Here’s a breakdown of 5 top trends driving new challenges in sales cycles, and insights on how technology can help sales leaders react to these trends to deliver better customer experiences across the sales lifecycle.
Customer experience best practices News
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December 17, 2019
17
Dec'19
How Amazon customer experience became e-commerce standard
Amazon made personalization, one-click shopping, quick shipping and easy returns de facto standards for all B2C and now, B2B businesses. Read about how the company did it, and what's next.
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June 27, 2019
27
Jun'19
Verizon CX boss: Bots slash costs, but humans build brand loyalty
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships.
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June 19, 2019
19
Jun'19
Target glitch pits e-commerce vs. POS customer experience
Big-box retailer Target's checkout outage showed how e-commerce systems can fill in when POS systems fail. They're not quite ready to supplant POS -- but they're getting there.
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January 18, 2019
18
Jan'19
AI-fueled Verizon Digital CX targets virtual contact centers
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.
Customer experience best practices Get Started
Bring yourself up to speed with our introductory content
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contact center
A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed. Continue Reading
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BOPUS (buy online, pick up in-store)
BOPUS -- or buy online, pick up in-store -- is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day. Continue Reading
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Best practices for initiating chatbot-to-human handoff
Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents. Continue Reading
Evaluate Customer experience best practices Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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How experience-based differentiation can be a CX fast track
CX is a top priority within organizations, but successful adoption can take time. A framework called experience-based differentiation can help businesses speed up the process. Continue Reading
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Field service providers drive CX, engagement, retention
Manuel Grenacher, general manager of SAP Service Cloud, offers tips for using CX best practices to improve the lives of both field service providers and the people they service. Continue Reading
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Evolving contact center services reshape engagement strategies
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
Manage Customer experience best practices
Learn to apply best practices and optimize your operations.
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Big retailers share their CX strategies
Effective customer experience strategies have a big impact on business success. Hear what Carnival Corp., Ritual Cosmetics and Ashley Stewart have to say about CX. Continue Reading
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5 marketing budget strategies to maximize your dollars
Experts suggest that businesses build well-constructed budgets and create talent roadmaps to determine whether they are hiring the best people to reach their goals. Continue Reading
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A strong CX technology spending plan can bring big returns
The telephone won't cut it anymore. Customers expect digital services, and businesses need to think about spending more to update CX technology. It pays off in the long run. Continue Reading
Problem Solve Customer experience best practices Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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10 ways to improve the customer experience today
Many organizations struggle with where and how to improve CX, as the focus shifts from CRM to customer experience. Here are 10 strategies to use for a successful journey. Continue Reading
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LA Metro pursues integrated CRM system with Salesforce
The Los Angeles Metro system integrates the Salesforce CRM with existing payment infrastructure, helping to bridge the gap between old and new technologies. Continue Reading
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Tips to build a successful digital customer service strategy
CRM pros from Wendy's, Chamberlain Group and DoorDash offer tips for integrating Salesforce AI and social media channels to create a successful digital CX strategy. Continue Reading