InMoment XI
FEBRUARY 13, 2017
Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them. Simple ads are important, but they are just a piece of the puzzle. In today’s world, companies need to create.
Experience Investigators by 360Connext
FEBRUARY 13, 2017
Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It’s a way to understand the experience your customers are having so you can improve those confusing, frustrating or neglected parts on the journey. But there is a dirty little secret […].
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InMoment XI
FEBRUARY 13, 2017
Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them. Simple ads are important, but they are just a piece of the puzzle. In today’s world, companies need to create. View Article.
Vonage
FEBRUARY 13, 2017
In 1971 a study famously concluded that only 7% of communication is verbal. However, this often-quoted statistic not only undermines the effectiveness of spoken communications but the comprehensive nature of the research itself. The piece’s author – Professor Mehrabian of UCLA – found that 55% of communication is about body language. He also reasoned that 38% is about the way people speak rather than the words used.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Uniphore
FEBRUARY 13, 2017
Android Instant apps are all the buzz in the tech industry news, lately. The promise is very appealing. Who actually enjoys being forced to visit the Play Store and install an app before getting to the content they are after? Android users will soon have instant access to the entirety of a mobile applications content, without the annoying blockades and buzzkill of having to download the full application.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
FEBRUARY 13, 2017
Android Instant apps are all the buzz in the tech industry news, lately. The promise is very appealing. Who actually enjoys being forced to visit the Play Store and install an app before getting to the content they are after? Android users will soon have instant access to the entirety of a mobile applications content, without the annoying blockades and buzzkill of having to download the full application.
CustomerGauge
FEBRUARY 13, 2017
In any pursuit to transform customer experience, there is one important element to always consider: employee experience. CX transformation isn’t something that happens overnight or behind a closed-door discussion. Employing a customer-first focus means cross-company change at every level, including the individual employee level. Many organizations have embraced the philosophy that happy customers rely on […].
Wired and Dangerous
FEBRUARY 13, 2017
Kaleidoscopes are super cool toys. My granddaughters cannot pass by our sofa table of kaleidoscopes without picking one up, turning the animator, and grinning. They are often so enamored with a unique cavalcade of color one of them will hold the kaleidoscope very still and pass it to a sister so that exact image can be shared. Profoundly remarkable service is like a kaleidoscope.
Andrew Mcfarland
FEBRUARY 13, 2017
Change is difficult, frightening, and often fraught with risk. Regardless, no matter what our job titles are, our employers need us to embrace the role of change agent. When thinking about your company and a possible role in your company.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ShepHyken
FEBRUARY 13, 2017
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Customer is Always Right by Richard Shapiro. (TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction.
Helen Dewdney
FEBRUARY 13, 2017
Before hiring a car, shop around and check what is included in the contract. Some quotes may appear cheap but there may be hidden add ons, such as different insurance levels. Theft protection may be extra (it is mandatory in Italy). This is one of the times it is probably better to deal with one of the larger companies based in the UK. They are more likely to have roadside coverage, better models and quality of cars.
Amity
FEBRUARY 13, 2017
SaaS Tattler Issue 100 - The Truth About Churn: Getting Dumped By Your Customer. This valentine’s day, our thoughts go out to all of those failed relationships. Everything always seems to start so right, from first date to honeymoon, you always think that this one’s the one, the one customer that will reciprocate all of the care and attention you’ve given them by becoming a forceful advocate.
Dennis Snow
FEBRUARY 13, 2017
I hope you enjoy this guest post from Monika Götzmann. Why Your Customer Service Should Influence Customer Engagement – by Monika Götzmann Engaged customers are extremely valuable, and can be described as those who have a personal connection to a brand. Research from Rosetta found that engaged customers spend 60 percent more per transaction, while […].
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Talkdesk
FEBRUARY 13, 2017
As a company grows and expands its user base, it’s inevitable that the support team will need to add new members. Filling those call center jobs with the right people is extremely important in terms of maintaining a positive work environment and improving relationships with new and existing customers. At Talkdesk , we know our call center agents will often communicate with other call center employees, so we make it a priority to staff the team with the best of the best.
Verint
FEBRUARY 13, 2017
I recently shared my thoughts with the Technology Services Industry Association (TSIA) about how a connected, contextual and consistent approach to customer service helps customers do business efficiently—and then get back to their busy lives. Moreover, employees benefit too, because a central set of cross-channel tools gives them the unified customer history, joined up processes and consistent answers they need.
Smith+co CX
FEBRUARY 13, 2017
I published a blog last week relating to a recent experience of British Airways and their new policy of charging for food and drink. It generated a lot of interest and comments, with over 8,000 people reading the post. So I thought readers might be interested to hear the rest of the story. (No, it didn’t end there!). Shortly after my unhappy experience I received an email inviting me to participate in a customer satisfaction survey.
Verint
FEBRUARY 13, 2017
Toward the end of 2016 I had the opportunity to hear the perspectives of many people who worked at city, state and national government and who participated in the first few Citizen2020 'Conversations Workshops.'. Our most recent workshop was held in San Francisco just a few weeks after Donald Trump was elected President.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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