In the Chat

ICYMI: The Top 5 Barriers to #Digital Transformation: ow.ly/iQTH30lDHR4 #CX

New Blog Post: The Customer Is Angry – And, It’s Not Your Fault buff.ly/2HK1M49 It may not be your fault, but it is your opportunity. #BusinessStrategy #CustomerExperience

Customer experience is always evolving, so change is part of the game. But of course, as humans, we're resistant to change. Here are some expert tips via @Forbes for communicating change to your customers in a way that doesn't scare them off. #CX #CustExp buff.ly/30D5oxo

New blog post: How should hospitality prepare for the coming downturn (whenever it happens)? Read: ow.ly/Y9zn50ulxvC #CX #strategy

We are very excited to have @IntheChat join @pega Looking forwards to sharing their amazing solutions at #PegaWorld next month. prnewswire.com/news-releases/…

Via @GilPress for @Forbes - 7 Indicators Of The State-Of-Artificial Intelligence (#AI), April 2019 ow.ly/F6Iu50txWOo

Executives and managers can take time to pen handwritten notes to employees. Many employees keep these notes. This type of #recognition is personal, meaningful and gives the employees a sense of pride about who they work for. #leadership

Interesting stats regarding voice search. Voice assistants are growing in popularity - but users have privacy concerns: "In spite of the rising popularity of smart speakers, 41% of the participant in the survey raised concerns about privacy" Read: ow.ly/wZvS50txTPm #AI #CX

Did you know that 43% of #contactcenter agents are unhappy in their jobs? @IntheChat gives some tips to reduce #agent turnover. bit.ly/2GBBlNp

#Wisdom Weds "Innovation that matters will involve a hard look at what your customer experience is and what it could be. If your company isn't relentlessly focused on what is useful, digital Darwinism is going to leave you out on a forgotten branch of the evolutionary tree."

New blog post: Hospitality and #Travel #Digital Case Studies ow.ly/RbIH50tkoen #CX

Care makes customers feel as if they have a connection with the company. People like doing business with a company that cares about them. It even makes them willing to spend more. buff.ly/2Ws61HR via @Forbes #CustomerExperience #brand

Benchmarks for #digital customer service success: "Customer expectations for digital #CustomerService are rising, and in a hyper-competitive market, it’s important to regularly benchmark your performance against your competitors." Read: ow.ly/n3kA50tjpCI

"Trust is foundational, and here’s why. If you don’t believe that your customer facing employees are capable enough to empower them, then you are short circuiting the delivery mechanism in a big way." Great thoughts on trust in #CX via @Forbes. #Trust buff.ly/2IT1ACR

Love this piece by @Hyken about the benefits of open communication with customers and employees: ow.ly/Ah0d50txm3A #CX

Infographic: #Travel and Hospitality 2019 #Digital Trends "Few industries have been disrupted as quickly by digital technology as the travel industry. Given that 2019 has seen slowing economic growth, how is the travel industry faring?" ow.ly/QRJr50tkhoC

#Wisdom Wedsnesday "Imagine your customer is your best friend - listen to their concerns, be a shoulder to lean on, and then shift the focus from what went wrong to how you can help make it right."

New blog post: #Insurance companies struggling to retain #customer loyalty might actually be punishing customer loyalty. "Findings from a 2018 study by Which? show that customers who stick with their current provider can pay a "loyalty penalty"." More: ow.ly/o6gd50q0tek

Important considerations for #loyalty programs: "76% of Americans are more likely to join a program which collects only their name and phone number [...] 71% said they would be less likely to join a rewards program which collects personal information." #CX buff.ly/2URAqm8

New on @Forbes: How To Earn A Perfect Customer Satisfaction Score buff.ly/2GzpCPq #leadership #CX 73% of companies with good customer service make more money. @helpscout

5 reasons #social customer service belongs in the #ContactCenter: "Consumers no longer have the patience for companies that use social media as a 1-way speaking tool... they want to engage in quick social engagement to resolve customer service issues." ow.ly/audG50ov5ZW