InMoment XI
JUNE 12, 2018
Business transformation in a digital world is a driving force in how businesses are looking to reshape their organizations. Insights from customers provide critical insights to how companies adjust and drive strategic priorities. Executives Worry About Risk Protiviti and North Carolina State University’s Enterprise Risk Management (ERM) Initiative conducted a recent survey* of directors and.
Cyara
JUNE 12, 2018
I founded McIntosh & Associates to help businesses improve their customer experience by improving the performance of their contact center. We apply a data-driven approach to identify opportunities for improving contact center performance, and customer satisfaction. One of the thorniest issues we encounter is voice quality. It’s obvious that good voice quality is an important factor in delivering a great customer experience.
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GetFeedback
JUNE 12, 2018
Today’s buyers expect personalized, 1:1 experiences tailored to their wants and needs. They’re inundated by marketing messages through digital ads, social media, and email, so only the most relevant campaigns capture their attention. The rest are at best ignored and at worst blocked. To cut through the noise, marketers need to know more about the people they’re marketing to.
InMoment XI
JUNE 12, 2018
Business transformation in a digital world is a driving force in how businesses are looking to reshape their organizations. Insights from customers provide critical insights to how companies adjust and drive strategic priorities. Executives Worry About Risk Protiviti and North Carolina State University’s Enterprise Risk Management (ERM) Initiative conducted a recent survey* of directors and.
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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.
BlueOcean
JUNE 12, 2018
Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving part is integral to a controlled acceleration towards a seamless transition that results in a positive customer experience. On top of that, the implementation phase – where collaboration is key – is what sets the tone for the duration of your strategic partnership.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
JUNE 12, 2018
Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on a user’s view of the real world– is revolutionizing the customer experience. Through new mobile technology, AR has emerged as an innovative tool that allows brands an almost unlimited opportunity to interact three-dimensionally with consumers on their mobile devices.
Kristina Evey
JUNE 12, 2018
Show notes – This short episode shares what this Podcast is all about. Who is this Podcast for? The C-Suite, Directors, and Leadership Teams of any organization will directly benefit from the tips and strategies shared in this Podcast. What Will You Get Out of It? The entire concept of the Customer Experience (CEX) will be demystified and mapped out in these episodes.
Customer Guru
JUNE 12, 2018
A startup, a new emerging business model aiming to reach great heights in the marketplace with respect to any particular product or service, needs to create and retain customers. For any startup to succeed, what matters most is loyal customers. A loyal customer is one who enjoys the relationship with the company and loves its products and services. He not only uses the products himself but also recommends them to his family and friends.
Kristina Evey
JUNE 12, 2018
Show Notes… Exactly What the Customer Experience IS and Isn’t. What CEX IS NOT – Transactional . Inside out – Leaders deciding making all operational and business decisions based on their own and silo focused priorities. Short-term – A clear start and end date within six months of each other. “Flavor of the Month” – Somebody in Leadership has a great idea that we’ll focus on for about a month until it loses steam and then we start another pr
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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.
ReviewTrackers
JUNE 12, 2018
Farmhouse Chicago, a restaurant that’s been serving some of the best Midwestern fare in Chicago’s River North neighborhood since 2011, uses local and sustainable ingredients. The restaurant even uses their own rooftop garden as one of their local food sources. It’s a one-of-a-kind restaurant concept that is sure to attract local customers. And when guests are craving Midwestern staples, it’s the place to go.
Second to None
JUNE 12, 2018
Fostering a consistently authentic Customer Experience is a challenge for brands of all different sizes. Typically, if your organization is able to accomplish this level of service, then it means you are trending closer towards more growth opportunities. However, as your brand expands to different locations across your region or country, it becomes increasingly challenging to retain the authenticity that led to past profits.
ShepHyken
JUNE 12, 2018
Tools of the Trade: Learn the Tools Needed to Make a Great Customer Support Center. Discover the best tools and software to provide a great customer experience. Shep Hyken sits down with Jackie Gonzalez, Vice President of Operations at PATLive to discuss the best tools and methods for a customer support organization. ? ? ?. Top Takeaways: First, some background on PATLive.
Myra Golden
JUNE 12, 2018
One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It is so familiar to hear interactions like this: Last name? First name? Zip code? It’s undoubtedly efficient to ask customers questions in this manner. However, it’s not the friendliest approach. In this article, I’ll talk to you about instantly improving your ability to connect with customers and sound friendly by just speaking in complete sentences.
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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,
ReviewTrackers
JUNE 12, 2018
Google recently introduced an update to Google Maps that feature a new ability for users to search for reviews of local businesses. With Maps being a trusted source of information, and with reviews being a core part of the Maps service, the new search feature should prove to be handy for consumers looking for great local businesses, especially in situations where there are too many reviews to sort through.
Answer Dash
JUNE 12, 2018
Customer expectations are at an all-time high, according to the Salesforce State of the Connected Customer report, released this week. A whopping 80 percent of customers said that the experience a company provides is as important as its products, and 67 percent said that their standards for those experiences are higher than ever. Yet just over half worldwide said most companies fall short in delivering experiences, and 54 percent don’t believe that companies have their best interests in mind.
Ecrion
JUNE 12, 2018
You’ve probably heard the phrase or acronym many times in meetings. You might have even looked it up on Google to see what it was and got a somewhat rudimentary answer. It seems rather self explanatory though, doesn’t it? Customer communications management … it’s just the management of customer communications. See, easy. Yeah, you know it’s not that simple.
Education Services Group
JUNE 12, 2018
A Director at a successful SaaS company recently approached me about the role of marketing in customer success. This leader understood that the marketing team was a valuable resource when developing customer-facing communications but wanted more. As we discussed possible options for the “future state” of a marketing + customer success partnership, it became apparent that there was no one-size-fits-all solution.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Ecrion
JUNE 12, 2018
You’ve probably heard the phrase or acronym many times in meetings. You might have even looked it up on Google to see what it was and got a somewhat rudimentary answer. It seems rather self explanatory though, doesn’t it? Customer communications management … it’s just the management of customer communications. See, easy. Yeah, you know it’s not that simple.
Maru/HUB
JUNE 12, 2018
In an interview with our CEO in 2016, he noted “the problem we will face going forward is that survey burden is real”. And it’s happening, it’s happening right now. Survey fatigue is setting in and organisations have now become accountable for ensuring they only ask for the information they really need and will really use. But, in a world where we feel we need to know everything about our customers, what makes for a well-designed customer survey that will give organisations the feedback that th
Oracle
JUNE 12, 2018
Home use of IoT devices is predicted by the McKinsey Institute to have an economic impact of over $200 billion by the year 2025. BI Intelligence further projects that wearable products alone – like the kind you might give your dad for a Father’s Day boost at the gym – are poised to grow to 162.9 million units by the end of 2020. Shopping for unique gift ideas for Father’s Day can definitely show you the breadth of gadgets and gizmos represented by the Internet of Things,
iCiDIGITAL
JUNE 12, 2018
With 8 migration projects, 100,000 assets, 20,000 Pages, and translation of 14 languages under my belt, trust me when I say I have seen The Good, The Bad and The Ugly parts of content migration from one system to another. I guess you could compare my extensive amount of migration experience to the intense migration length of the Arctic Tern. An Arctic Tern (pictured) makes the longest migration of any animal in the world with 44,000 miles under its wing each year.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Clarabridge
JUNE 12, 2018
We just heard wonderful news from the third annual AIConics Awards at Kensington Palace in London. Clarabridge has been awarded the Best Innovation in NLP accolade, among an impressive group of five other finalists. We’re thrilled and humbled to be recognized by this prestigious organization for an award that celebrates innovation in Artificial Intelligence across the globe.
Ecrion
JUNE 12, 2018
You’ve probably heard the phrase or acronym many times in meetings. You might have even looked it up on Google to see what it was and got a somewhat rudimentary answer. It seems rather self explanatory though, doesn’t it? Customer communications management … it’s just the management of customer communications. See, easy. Yeah, you know it’s not that simple.
Magellan Solutions
JUNE 12, 2018
It is very seldom that people apply voluntarily for an insurance. Most of the time, insurance companies need to go where they are. For example, when Best Life Rates surveyed a number of Americans, the majority of the respondents did not consider insurance as a necessity. Only three percent said they do. The good thing is, American consumers are feeling less and less pressure when it comes to financial stability.
Solvvy
JUNE 12, 2018
The post 10 Must-See Sessions at Customer Contact Week 2018! appeared first on Solvvy.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Grade.us
JUNE 12, 2018
Reviews aren't complicated. You do amazing work, then you ask your clients to talk about it. Simple, straightforward and easy, right? When it comes to lawyer reviews, not so much. If you're a lawyer, this is a problem. The Modern Firm lists review or testimonial pages as one of the most visited pages on law firm websites. Research shows lawyer reviews and testimonials are an incredibly effective way to win new clients. · 83 percent of clients use reviews as their first step in the research proce
LiveChat
JUNE 12, 2018
YouTube is the second largest search engine and videos are the most engaging content on the web nowadays. Ecommerce can definitely harness that power showing products in an impactful way. Is it the same to look at a picture than to watch a short video of a product? Video content allows you to show off your product in real life and build up more trust on your brand.
Forrester's Customer Insights
JUNE 12, 2018
We’ve been analyzing the sacred myths of the platform economy and revealing the real practices that platform businesses have mastered. This is work from our report, “Earn Your Place In The Platform Economy.” Myth #4: If you build a platform, developers and customers will come. Reality: Every day, you must earn the trust and investment of customers and […].
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