Featured Resources

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10 Big Ideas for Customer-Centric Success

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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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Your registration is confirmed for this webinar:
CX Evolution: How H&R Block Boosted Service Quality with a New Client Feedback Strategy
Thursday, Feb. 28, 2019, 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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The New NPS Best Practices [report]

Do you want to unlock a world-class NPS score (top 10% of your industry), as well as the business results that go with it? Learn about a new set of core tenets that inform the best practices required for mature NPS programs to be world-class in terms of both process and metrics.

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Amazon Connect: Create an Exceptional Contact Center Experience [video]

In this on-demand webinar, hear the benefits of moving your contact center to the cloud. Amazon Connect is a simple, scalable contact center solution that can adjust to the changing needs of your customers in real-time and enables you to engage with them easily and naturally.

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4 Steps to Developing Your Customer Care Strategy [e-book]

In a recent research report on Customer Effort, Interactions found that customers simply aren’t willing to spend a lot of time getting their issues resolved. That’s why brands today need to design a modern customer care strategy that addresses their customers’ needs and removes effort and frustration, while also reducing cost and complexity.

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Connect In the Now: Preparing Your Brand to Engage with Today’s Consumers [video]

Today, experiences are won or lost in the moment they occur. Learn how brands can take advantage of new ways (mobile apps, messaging, connected devices, and more) to engage with customers in real-time to turn a live experience into an opportunity to proactively improve.

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Connect In the Now: Preparing Your Brand to Engage with Today’s Consumers

Thursday, Oct. 25, 2018, 10-11 a.m. PT (1-2 p.m. ET)

New research shows that 52% of consumers report that a negative experience they had in the past year could have been improved in the moment if they had the opportunity to give real-time feedback for the company to take immediate action on.

Join us for this webinar as we dive into new Medallia research from 3,000 consumers in the US, UK, and Australia to understand how consumers expect brands to engage with them through new channels (mobile apps, messaging, connected devices, and more) and add value to their experiences. You will learn:

• The importance of multi-channel feedback collection for improved CX
• Trends in customer expectations for collecting feedback and engaging real-time
• Strategies from leading brands on how to engage customers as experiences are happening to influence the outcome

Speakers:

Emma Sopadjieva
Head of Research
Medallia

Rachel Lane
Digital Solutions Principal
Medallia

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CX Trends 2019: Why Are Brands Struggling and What is the Fix? [video]

Most brands haven't mastered customer experience (CX). Get the findings from new research with 1,000 US consumers and 300 brands to understand areas of CX alignment and disconnects. Learn where and why brands are still struggling, and how to turn the tide.

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Amazon Connect: Contact Center Optimization for Financial Services [e-book]

The Financial Services industry has relied on contact centers for decades—but traditional solutions aren’t keeping up with customer expectations for instant, personal engagement. In this eBook, find out how Amazon Connect allows Financial Services organizations to improve their customer engagement while reducing costs and simplifying their contact center technology stack.

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Charting a Course to CX Success in 2019… and Beyond! [video]

About 80% of executives say they want to "compete based on customer experience." Unfortunately, prior CustomerThink research has found 70% of CX initiatives at risk of failing and losing funding. But there's hope! Get the top findings from CustomerThink's blockbuster study into the real drivers of CX success, along with expert advice on planning for CX success in 2019. [details]

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Charting a Course to CX Success in 2019… and Beyond!

Thursday, Dec. 13, 2018; 10-11 a.m. PT (1-2 p.m. ET)

About 80% of executives want to "compete based on customer experience." Unfortunately, CX results have not lived up to these aspirations. Prior CustomerThink research has found 70% of CX initiatives are at risk of failing and losing funding.

Join this webinar to get the top findings from CustomerThink's blockbuster study into the real drivers of CX success. CX experts will also share their advice on how to plan for success in 2019 and beyond. Don't miss this opportunity to learn:

• What Really Drives CX Success?
CustomerThink’s Bob Thompson will reveal the critical factors that define winning CX initiatives, including choices in strategy, practices, resources, and technology.
• CX ROI: Getting Return on Investment and Involvement
Sarah Tarraf of Gongos will discuss the importance of return on involvement in your CX program, rather than jumping straight to return on investment.
• How to Get CX Value from Digital Support Channels
Jeff Epstein of Comm100 will discuss how to optimize digital channels so your customers will enjoy the best experience possible.
• How to Build a Culture of CX
Based on two decades of CX experience, Krista Sheridan of TELUS will discuss how to work less hard, get more done and enjoy what you do more in 2019.

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels [e-book]

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and whether common frustrations with specific channels drive consumers to pick alternatives.

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Ideas-First or Needs-First: What Would Edison Say? [white paper]

In just over 30 years, Thomas Edison pioneered six industries that today have a cumulative market value of more than $1 trillion. How did he do it? This article shows that Edison was ahead of his time, adopting a needs-first approach to innovation that is being hailed as the wave of the future today.

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2018 NPS Benchmark Study: Results and Reactions [recorded webinar]

Traditionally NPS has been viewed as a boardroom-only metric, collected and considered once a year amongst a small group, and not readily actioned. More recently, a new standard of empowerment has been set by organizations using customer insights to grow revenue and retain more customers. View this recorded webinar for insights, reactions and predictions to the results of the NPS Benchmark Report.

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Transform Customer Care in 2019: New Research on When Consumers Prefer to Talk or Type [video]

From the phone to Alexa, consumers expect brands to be ready for them anytime, anywhere. New research with 2,000 US adult consumers reveals what prompts one consumer to pick up a phone, while others use social media to engage with a brand.

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Transform Customer Care in 2019: New Research on When Consumers Prefer to Talk or Type

Thursday, Nov. 29, 2018; 10-11 a.m. PT (1-2 p.m. ET)

From the phone to Alexa, consumers expect brands to be ready for them any time, anywhere. If this is the case, then what prompts one consumer to pick up a phone, while others to go for social media to engage with a brand? Does the demographic dictate this behavior, or is there something more complicated at play?

Recently, Interactions joined forces with Harris Insights & Analytics to survey over 2,000 US adult consumers regarding their preferences and comfort levels with various channels -- both voice and digital. Join us to learn:

• Reasons why talking or typing is preferred
• Why consumers are frustrated with voice channels
• When consumers prefer an automated system over a real human
• How to use these insights to your transform customer care in 2019

Speakers:

• Jane Price, SVP, Marketing, Interactions
• Mary McKenna, Director, Product Management, Interactions
• Tara Wildt, Manager, Content Marketing, Interactions

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24 Tips for CX Innovation [white paper]

Customers are incredibly frustrated by the poor experiences they still have to endure! To make sure you get your CX right, read this white paper for 24 action-oriented tips. The tips are based on over 16,000 hours of CX research conducted for brands like IBM, Microsoft, Gilt, Shinola and QVC.

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Customer + Employee + Brand Experience Convergence [white paper]

“Experience” is about a way of thinking and doing that’s unique to your company: how your company is experienced by its stakeholders. More companies are now recognizing this by synchronizing design and management of brand experience, employee experience and customer experience. At its heart is culture change that sustains profit growth.

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The Definitive Guide to the Modern Contact Center [e-book]

Customer expectations are higher than ever before, yet many contact centers are failing to keep up. Download this ebook to learn best practices and tips for modern contact centers today. It’s a must-read for customer experience and contact center leaders.

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The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era [report]

Every day, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer interactions. Download this report to learn the opinions of over 1,000 contact center employees in the U.S. and the U.K., the confidence they have in succeeding at their jobs, the challenges they face and how they believe technology will dictate the future of the contact center.

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