Featured Resources | CustomerThink

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The Top 5 Practices of Customer Experience Winners

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The Top 5 Practices of Customer Experience Winners

While you're here, you're welcome to select other featured resources, courtesy of our sponsors.

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How Five Customer-Centric Habits Drove Customer Experience Improvements at Sprint

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Thanks for joining! Check your email for the password to access Big Ideas videos by CustomerThink's Advisors.

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Check your email for access instructions to the online course Customer Experience 101 by ClearAction.

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Check your email for access instructions to the CX Journey Mapping video by SuiteCX.

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Your registration is confirmed for this webinar:
Using AI to Improve Support Experiences for Customers and Employees
Thursday, April 28, 2022, 10-11 a.m. Pacific Time (1-2 p.m. Eastern Time)
Please add this event to your calendar (includes web conference instructions).

While you're here, you're welcome to select other featured resources provided by our sponsors.

1. Select Resources from Sponsors

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Leader's Guide to Contact Center Excellence [e-book]

Plan smarter with this ultimate guide to contact center management and technology. Learn how to reduce agent turnover, win talent, and tap into emerging tech trends. Don't miss: 6 talent and ops strategies.

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The Do’s and Don’ts of Personalization [e-book]

When it comes to personalizing content to improve the customer experience — and drive ROI — there’s a right way and a wrong way to do it. In this handy cheat sheet, we’ll cover both, including plenty of examples so you know what works and what doesn’t.

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Customer Success: The North Star for CX Leaders [video]

CustomerThink research finds just 25% of Customer Experience (CX) initiatives are "winning" – able to clearly show business value. Explore how Customer Success can be used as a North Star to create value for your customers and improve the return on your CX efforts.

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Customer Success: The North Star for CX Leaders

Thursday, Dec. 12, 2019 10-11 a.m. PT (1-2 p.m. ET)

According to CustomerThink research, only 25% of Customer Experience (CX) initiatives are "winning" — able to show business value or gain a competitive edge. Other studies find CX improvements stalled in most industries, with little change in competitive positions.

Industry experts agree that a "customer success mindset" could help. Some CX leaders have lost sight of what customers want to achieve, and have focused too much attention on improving touchpoints (e.g. customer service) or streamlining processes.

Join us to explore how Customer Success can be used as a North Star to create value for your customers and your business. Our speakers — all thought leaders and CustomerThink Advisors — will explain how to turn this concept into sustainable organization behavior.

• Using Journey Mapping to Drive Organizational Change — Dave Fish
• Moving from a Focus on Process to Customer Goals — Jon Klein
• Creating an Energized Workforce — Bill Price
• Aligning B2B Marketing and Sales — Chris Ryan

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Ars Logica Compass Guide to Component Content Management Systems, Q4 2021 [report]

Ars Logica, a vendor-neutral consulting and advisory firm, recently published an evaluation of the top nine Component Content Management Systems (CCMS) in the market, and ranks Tridion Docs as the number one CCMS. Download the full report for more details.

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2022 State of Customer Experience Technology [report]

Business and technology leaders have identified customer satisfaction as a top business priority, exceeding agent productivity in the contact center. To achieve solid success metrics, companies need a well-defined customer experience (CX) strategy using the right solutions. This Metrigy research report discusses important technology trends including digital channels, AI-enabled customer service, analytics for both customers and employees, workforce optimization, and more.

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2022 Guide to Leading an Agent-Centric Contact Center [e-book]

Transforming your contact center and meeting the challenges it faces today means adopting an agent-centric view of your business. Learn why employee turnover continues to be a problem, why delivering consistently great customer experiences remains elusive, and the negative effects of some contact center practices. Get the tips, tricks, and insights to help you grow your team’s productivity, elevate their satisfaction, and deliver exceptional customer experiences.

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9 Ways to Personalize Video Content [e-book]

Repurpose video content. Create 1:1 interactions. Make videos that work for marketing, CX and more. Because your customer’s name is just the beginning.

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Your Guide to Search Experience Optimization [e-book]

Do you want your organization to give customers and employees a better search experience – more like Google or Amazon? Learn why organizations have an information ‘findability’ problem, and how to solve it with specific capabilities in knowledge management, semantic AI, and structured content management. And, get tips on how to choose the right technology and content to start your journey to a better search experience.

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6 Ways to Improve Your CX Strategy Today [e-book]

The customer experience is evolving, but are your CX strategies? Learn how industry leaders use data from surveys and Contact Centers—alongside employee and interaction data—to uncover the reasons behind low NPS, why customers leave for competitors, and how to improve product experiences. Hear these stories and more to learn about the power of Experience Analytics for your business.

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The New Rules of Engagement: How Digital Transformation has Changed the Channel Game [white paper]

The year 2020 marked a drastic shift of customer experience focus toward digital channels. While leading enterprises expanded engagement channels, customers quickly realized that a truly effortless customer experience required more than just channel choice, but rather channel optimization. In this whitepaper, learn about the different types of channel strategies, including opti-channel, as well as popular channels and supporting technologies.

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For a Great Service Experience, Engage with Customers in Their Native Languages [video]

Although 74 percent of consumers prefer to buy products in their native language, global businesses often overlook the importance of providing multilingual support to their customers. Learn how BlueJeans, a video conferencing provider, handled an exploding volume of customer interactions requiring translation. You'll get ROI tips and much more!

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For a Great Service Experience, Engage with Customers in Their Native Languages

Thursday, May 27, 2021 10-11 a.m. PT (1-2 p.m. ET)

Less than five percent of the world’s population speaks English as a first language. And, 74 percent of consumers prefer to buy products in their native language. Yet global businesses often overlook the importance of providing multilingual support to their customers.

Learn how BlueJeans, a video conferencing provider, handled an exploding volume of customer interactions requiring translation. Industry experts will discuss why well-translated user content needs to be considered beyond simple chat conversations.

Speakers:
• Heather Morgan Shoemaker, CEO, Language I/O
• Dipen Shah, Director of Technical Support, BlueJeans
• Belén Agulló García, Ph.D., VP of Learning, Nimdzi Insights
• Kaarina Kvaavik, Chief Business Officer, Language I/O

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5 Steps to Reinforce Your Digital Strategy in 2021 [e-book]

Discover how to foster a digital culture within your company to roll out changes in a flexible manner while facilitating cross-departmental cooperation. Also learn how to bolster your digital transformation initiatives with the help of low-code technology.

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CX Evolution: How H&R Block Boosted Service Quality with a New Client Feedback Strategy [video]

How do you keep your employees focused on continually improving the service they provide to each and every client? Learn how H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate feedback response.

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CX Evolution: How H&R Block Boosted Service Quality with a New Client Feedback Strategy

Thursday, Feb. 28, 2019; 10-11 a.m. PT (1-2 p.m. ET)

How do you keep your employees focused on continually improving the service they provide to each and every client? For H&R Block’s Retail Tax group, the answer is to break it down and focus on improving each step of the experience throughout the customer journey.

Partnering with Medallia to shift their CX approach, H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate and increase feedback response. The goal: focus their 70,000+ advisors and staff on providing each client with the best experience possible. You will learn:

• Benefits H&R Block has realized from the implemented changes
• How H&R Block continues to discover areas for improvement
• Key practices that any company can use to better understand and serve their customers

Speakers:

• Pam Kennedy, PhD; Client Insights, H&R Block
• Brett Stineman; Product Marketing, Medallia

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Maintain Business Continuity With the Five9 Intelligent Cloud Contact Center [white paper]

Just one instance of poor service can cause one-third of customers to think about switching their loyalty to a competitor. Learn how the Five9 Intelligent Cloud Contact Center ensures business continuity so you can provide the service and support your customers need when disaster strikes—or even just when call volume unexpectedly spikes.

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CXTech Innovate! Technologies to Win in the Customer Experience Age [video]

Only 25% of Customer Experience (CX) initiatives are "winning" -- able to show business value or gain a competitive edge. Technology can play a key role in helping CX leaders deliver an experience that sets the brand apart. Learn how CXTech innovations can drive Customer Experience success.

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CXTech Innovate! Technologies to Win in the Customer Experience Age
Thursday, April 25, 2019, 10-11 a.m. PT (1-2 p.m. ET)

According to recent CustomerThink research, only 25% of Customer Experience (CX) initiatives are "winning" — able to show business value or gain a competitive edge. Other studies find CX improvements stalled in most industries, with little change in competitive positions.

Technology can help! Advanced CXTech solutions can help brands listen holistically to customer feedback, launch new experiences with high quality, and innovate faster to gain a competitive edge. Speakers will cover:

• Customer Experience Innovation, Flawlessly Delivered: Using automation and collaboration solutions across their organization, top brands are able to flawlessly deliver a stream of new features.
• Using Sentiment Analysis to Achieve Your Business Goals: It’s not enough to analyze what your customers are saying in surveys, CX leaders use holistic sentiment analysis to reveal what customers really mean.
• Harness Predictive AI to Analyze Web Journeys, Drive Conversions: How merging customer journey analytics with predictive Artificial Intelligence (AI) can improve consumer insight and increase conversion rates.

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