Return-Path: Received: from vps.transocean.com by vps.transocean.com with LMTP id OCu5JC5ry1rcNwAAInt2oQ ; Mon, 09 Apr 2018 06:31:26 -0700 Return-path: Envelope-to: sandyn@transocean.com Delivery-date: Mon, 09 Apr 2018 06:31:26 -0700 Received: from o1.sendgrid.aggregage.com ([208.117.52.73]:52760) by vps.transocean.com with esmtps (TLSv1.2:ECDHE-RSA-AES128-GCM-SHA256:128) (Exim 4.89_1) (envelope-from ) id 1f5Wt8-0003iD-Ml for sandyn@transocean.com; Mon, 09 Apr 2018 06:31:26 -0700 DKIM-Signature: v=1; a=rsa-sha1; c=relaxed/relaxed; d=aggregage.com; h=from:reply-to:to:subject:mime-version:content-type; s=s1; bh=avDDzQpMGmHPfE0Mb1MU3hvVvJk=; b=Zd+6uGA/69GEv2kadkTivaRhSCDDW fkTa8xdIy35q9yWGLTb7+AUbeoP1IN2jqd/w/Khc4x5Ma8Hi+MJi+6OJyK7Iah3m Hc2V4r0Odl91QwaRFUuNSMne/brZWDBMLLoWjfSKKdbLI/mMJqAtTUJ2mLTXqpmb APH3j/2D3so8Mo= Received: by filter0607p1las1.sendgrid.net with SMTP id filter0607p1las1-15278-5ACB69F5-7 2018-04-09 13:26:13.542116903 +0000 UTC Received: from venice.aggregage.com (unknown [69.89.67.44]) by ismtpd0002p1sjc2.sendgrid.net (SG) with ESMTP id 1HRgZqezQheBbkyCo6WDNQ for ; Mon, 09 Apr 2018 13:26:12.916 +0000 (UTC) From: Customer Experience Update Weekly Reply-to: Customer Experience Update Weekly To: Sandy Noriega Message-ID: <345112537.1744142.1523280372786@venice.aggregage.com> Subject: How Do You Prioritize the CX Work to Be Done in the First Year of the CCO Role? 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If you have any questions, see root\@localhost for details. Content preview: Customer Experience Update newsletter for Week of Mar 31, 2018 Trending Articles: How Do You Prioritize the CX Work to Be Done in the First Year of the CCO Role? Customer Bliss Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Read: https://www.customerexperienceupdate.com/go/r/0/p/1/a/8052528/e/286090/x/592399 [...] Content analysis details: (2.6 points, 3.0 required) pts rule name description ---- ---------------------- -------------------------------------------------- 0.0 URIBL_BLOCKED ADMINISTRATOR NOTICE: The query to URIBL was blocked. See http://wiki.apache.org/spamassassin/DnsBlocklists#dnsbl-block for more information. [URIs: transocean.com] -0.0 SPF_PASS SPF: sender matches SPF record 0.0 HTML_MESSAGE BODY: HTML included in message 0.8 BAYES_50 BODY: Bayes spam probability is 40 to 60% [score: 0.5000] 1.1 KAM_REALLYHUGEIMGSRC RAW: Spam with image tags with ridiculously huge http urls -0.1 DKIM_VALID Message has at least one valid DKIM or DK signature -0.1 DKIM_VALID_AU Message has a valid DKIM or DK signature from author's domain 0.1 DKIM_SIGNED Message has a DKIM or DK signature, not necessarily valid 0.8 CPANEL_LOTS_OF_EMPTY_LINE RAW: Spam that has large block of empty lines X-Spam-Flag: NO ------=_Part_1744141_1793879410.1523280372781 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: quoted-printable Customer Experience Update newsletter for Week of Mar 31, 2018 Trending Articles: How Do You Prioritize the CX Work to Be Done in the First Year of the CCO R= ole? Customer Bliss Have you recently become a chief customer officer? If you=E2=80=99re taking= on a CCO role in a company, there=E2=80=99s a lot of work that has to be d= one to get your customer experience program off the ground and running.=20 Read: https://www.customerexperienceupdate.com/go/r/0/p/1/a/8052528/e/28609= 0/x/592399 Tighten Up Your AHT Projections Brad Cleveland Average handling time, like the volume of contacts, must be incorporated in= to planning by the half hour. Assuming the same average handling time all d= ay for forecasting purposes will not reflect the environment accurately. So= me relatively simple analysis can go a long way toward tightening up your p= rojections.=20 Read: https://www.customerexperienceupdate.com/go/r/0/p/2/a/8053094/e/28609= 0/x/592399 Poor Customer Experiences Cost You Money - Transforming the Customer Experi= ence Kristina Evey Service After the Sale Matters. How many customers did you lose today? It m= ay be a hard question to answer. The answer may lie in the question =E2=80= =93 How many poor experiences did your customers encounter today while work= ing with your company? 89% of consumers began purchasing from a competitor = following a poor experience (RightNow Technologies).=20 Read: https://www.customerexperienceupdate.com/go/r/0/p/3/a/8056712/e/28609= 0/x/592399 More Trending: Handle Multiple Chats Without Pulling Your Hair Out Kayako The thought of introducing live chat is daunting. You=E2=80=99re opening up= the floodgates to a new channel, and it=E2=80=99s another thing added to y= our already growing list of apps to manage. Why bother with live chat if it= adds this much pressure to you and your team?=20 Read: https://www.customerexperienceupdate.com/go/r/0/p/4/a/8051820/e/28609= 0/x/592399 Are You Keeping Up with Your Customers? ShepHyken I=E2=80=99ve got good news and bad news for you. The good news is that you = no longer have to keep up with your competition; the bad news is that now y= ou have to keep up with your customer =E2=80=93 meaning your customer=E2=80= =99s expectation of the service that makes you competitive.=20 Read: https://www.customerexperienceupdate.com/go/r/0/p/5/a/8051904/e/28609= 0/x/592399 Is it Time to Do Away with Market Research Departments? C3Centricity What=E2=80=99s your gut response to the title question about eliminating Ma= rket Research Departments? It depends? I am probably in the third camp. No,= if it is a department that integrates and analyses information from multip= le sources, and then delivers actionable insights and recommendations. Yes,= if it is the traditional market research department.=20 Read: https://www.customerexperienceupdate.com/go/r/0/p/6/a/8046503/e/28609= 0/x/592399 On Customer Experience Update you can see this edition in full including: 5 Best Practices for Effective Customer Satisfaction (CSAT) Surveys inContact Drive Real #CX Change with Journey Maps CX Journey Do Your Customers Experience Your Values? Wired and Dangerous The Customer Journey DOES NOT EQUAL The Customer Lifecycle Kerry Bodine Accelerate CX Innovation with an Open Development Platform inContact Driving Your CX at the Intersection of LX and AI MaritzCX Seven reasons customers don=E2=80=99t like doing business with you NewVoiceMedia Walled Garden No More: Digital China Goes Global Forrester's Customer Insights Cloud Computing is Evolving =E2=80=93 Are Your Contact Centers? inContact A Cup of Coffee is All You Have! MaritzCX Read more on Customer Experience Update: https://www.customerexperienceupda= te.com/go/r/9/b/71/e/286090/x/592399 Copyright 2018 | Aggregage | 525 South Douglas Ave, Suite 210 | El Segundo,= CA 90245 USA. Email sent to sandyn@transocean.com. To stop receiving emails at this addre= ss unsubscribe: https://www.customerexperienceupdate.com/go/r/1/b/71/s/6321= 69/e/286090/x/592399 Powered by Aggregage - industry insights your peers are reading. Forward th= is email to a friend! ------=_Part_1744141_1793879410.1523280372781 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: quoted-printable = How Do You Prioritize the CX Work to Be Done in the First Year of = the CCO Role? =20=20 =20=20 =20=20 =20=20 =20=20 =20=20 =20=20 =20=20 =20=20

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Customer Experience Update

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How Do You Prioritize the CX Work to Be Done in the First Ye= ar of the CCO Role?

Customer Bliss

Have you recently become a chief customer officer? If you= ’re taking on a CCO role in a company, there’s a lot of work th= at has to be done to get your customer experience program off the ground an= d running.

Read =C2=BB

3D"Tighten
Tighten Up Your AHT Projections

Brad Cleveland

Average handling time, like the volume of contacts, must = be incorporated into planning by the half hour. Assuming the same average h= andling time all day for forecasting purposes will not reflect the environm= ent accurately. Some relatively simple analysis can go a long way toward ti= ghtening up your projections.

Read =C2=BB

3D"Poor
Poor Customer Experiences Cost You Money - Transforming the = Customer Experience

Kristina Evey

Service After the Sale Matters. How many customers did yo= u lose today? It may be a hard question to answer. The answer may lie in th= e question – How many poor experiences did your customers encounter t= oday while working with your company? 89% of consumers began purchasing fro= m a competitor following a poor experience (RightNow Technologies).

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Handle Multiple Chats Without Pulling Your Hair Out

Kayako

The thought of introducing live chat is daunting. You=E2= =80=99re opening up the floodgates to a new channel, and it=E2=80=99s anoth= er thing added to your already growing list of apps to manage. Why bother w= ith live chat if it adds this much pressure to you and your team?

Read =C2=BB

3D"Are
Are You Keeping Up with Your Customers?

ShepHyken

I=E2=80=99ve got good news and bad news for you. The good= news is that you no longer have to keep up with your competition; the bad = news is that now you have to keep up with your customer =E2=80=93 meaning y= our customer=E2=80=99s expectation of the service that makes you competitiv= e.

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3D"Is
Is it Time to Do Away with Market Research Departments?

C3Centricity

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CX Journey

Wired and Dangerous

Kerry Bodine

inContact

MaritzCX

NewVoiceMedia

Forrester's Customer Insights

inContact

MaritzCX
Click here to see this edition!
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Copyright 2018 | Aggregage | 525 = South Douglas Ave, Suite 210 | El Segundo, CA 90245 USA. Ema= il sent to sandyn@transocean.com.=20 To stop receiving emails at this = address unsubscribe. Powered by Aggregage - industry i= nsights your peers are reading. Forward this email to a friend!

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