InMoment XI
SEPTEMBER 20, 2018
Customers who complain and receive good resolution to their complaints are usually more loyal than customers who never complained at all. With that in mind, how do we identify and properly follow-up with customers who return a customer experience survey that indicates they had a problem? Our research shows that frontline personnel use customer experience.
Help.com
SEPTEMBER 20, 2018
Running a company can be complicated–especially when you realize you need to grow your team. The business of customer service has grown consistently, and the US Bureau of Labor Statistics says the number of customer service representatives will have grown by 5% between 2016 and 2026. If you’re looking to join the ranks and expand your customer service team, it’s important to know what you’re looking for.
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TechSee
SEPTEMBER 20, 2018
February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. shhh, sweetie, shhhh…. Agent: What’s the problem? Customer: I’m having a problem with my Internet. It’s….just one second, please. Shhh, baby, mommy’s coming in a minute, shhh.
Kayako
SEPTEMBER 20, 2018
In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. This can be especially true within the field of B2B sales, where customers are more informed than ever before, have higher expectations than in the past, and where existing customers are perfectly willing to switch to one of your competitors if you fail to provide the kind of experience they demand. .
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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.
Omnicus
SEPTEMBER 20, 2018
A Contrarian’s Guide to Avoiding Innovation and Growth So you’ve heard about this thing called customer experience, and you don’t understand what all the fuss is about. You read a few articles, especially that time you were trapped in coach on a flight with your boss, and you wanted to impress him. You think, “Bah humbug, just another fad business-y catchphrase that will go out of style in a year.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Omnicus
SEPTEMBER 20, 2018
A Contrarian’s Guide to Avoiding Innovation and Growth So you’ve heard about this thing called customer experience, and you don’t understand what all the fuss is about. You read a few articles, especially that time you were trapped in coach on a flight with your boss, and you wanted to impress him. You think, “Bah humbug, just another fad business-y catchphrase that will go out of style in a year.
Beyond Philosophy
SEPTEMBER 20, 2018
People do not say what they mean or, it seems, what they are thinking. Why? If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. We spoke with a special guest (and friend of mine), Steven Gaffney, author, Certified Speaking Professional and founder of the Steven Gaffney Company about this topic on our recent podcast.
QuestionPro Audience
SEPTEMBER 20, 2018
The majority of millennials graduated from school during the Great Recession (2008), and encountered a harshly competitive workforce. This resulted in many taking part-time jobs, or jobs outside of their degree in order to make ends meet. Millennials are currently the largest generation in the U.S. workforce , accounting for 31.7% of total employment.
Heart of the Customer
SEPTEMBER 20, 2018
I attended an excellent conference today. The Carlson School of Management sponsored their second annual Ignite Conference, focused on “Protecting Trust in Today’s Consumer Journey.” The opening speaker gave some great stats about trust, including research that 73% of the variance in how customers have trust with you is predicted by team members’ trust of […].
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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.
Alliance by IFS
SEPTEMBER 20, 2018
Astea Webinar: What’s New in “Alliance Enterprise” (v15). Have you heard? Astea has launched the most transformative version release of our Alliance field service management and mobility platform! See it for yourself with highlights of the new functionality during a live demo webinar! Introducing Alliance Enterprise: What’s New on Astea’s FSM Platform?
UJET
SEPTEMBER 20, 2018
The customer journey is a great way to conceptualize the time it takes for customers to become aware of your product all the way through to shouting their praise from the rooftops. Each step the customer takes moves them closer, or further away, from your intended goal.
One Millimeter Mindset
SEPTEMBER 20, 2018
All of us have toxic demanding customers in our client bases. However, we do have control over the situation. Let’s explore. These customers pride themselves in making our business lives difficult. First, they are predictable: they will challenge all proposed solutions. Even the simplest ones. Why? Because everything has to be “their idea.” Otherwise, it is not good enough.
Oracle
SEPTEMBER 20, 2018
Every week, millions of viewers obsess over football. According to the New York Times , over 28 million people tuned in to ESPN to watch the 2018 college championship game. CNN reports that more than 103 million viewers were glued to their screens for the 2018 Superbowl. But football is more than just television ratings. CX technology has revolutionized how fans experience the game year round.
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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,
iPerceptions
SEPTEMBER 20, 2018
In the age of the Customer Experience (CX) , consumer expectations are reaching an all-time high across all industries. The Healthcare industry, including health insurance providers, is no exception.
Escalent
SEPTEMBER 20, 2018
This year Uber and Lyft formally entered the healthcare market to offer rideshare services to nonemergency patients for transportation to scheduled doctor appointments. Patient no-shows are a prevalent problem in the US, with an estimated 3.
ChurnZero
SEPTEMBER 20, 2018
We are proud to announce that ChurnZero has been named a Leader in the Customer Success category by G2 Crowd in their Fall 2018 Gri d ® Report. Products are ranked by customer satisfaction (based on user reviews) and market presence (based on market share, vendor size, and social impact) and placed into four categories on the Grid ®. Products in the Leader quadrant are rated highly by G2 Crowd users and have substantial Market Presence scores.
Playvox
SEPTEMBER 20, 2018
Staying motivated to keep performing at your very best can be a real challenge, as anyone who has ever worked in a call center knows all too well. Having to go into the same workplace day after day, doing the same tasks over and over… this can quickly grow tiresome if you feel disengaged from the job. As a result, under-motivated teams are unlikely to push themselves to their full potential and achieve the best results.
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.
Optimove
SEPTEMBER 20, 2018
As I continue with my “Top 5 Tips For…” articles, I thought, what better topic to kick off the series than the Welcome Stream. When I began building my first Welcome Stream years ago, I first had to familiarize myself with the concept of the email journey and how to tell a story in just a few emails. Today, the streams are much more complex and may include conditional sends, real time data, and high-level personalization.
Lithium
SEPTEMBER 20, 2018
It’s time to party and celebrate our 2018 Lithy finalists! If you’re attending CX Live in Austin this year, you’re invited to the Lithy party! If you attended last year’s ball, you know what a treat it was to join this night of celebration. Cocktail attire…champagne…trophies…glitz & glamour. So, dust off your favorite party outfit, because we’re back to welcome you to another spectacular party!
Prophet
SEPTEMBER 20, 2018
As we review the findings of Prophet’s 2018 Brand Relevance IndexTM (BRI) survey for China, the only index designed to measure the importance of brands in consumers’ lives, we see in several ways that conclusions point towards more sophisticated Chinese shoppers with more faith in Chinese brands. Key Observations Local Brands Rise. Local brands now […].
Lithium
SEPTEMBER 20, 2018
The Lithosphere's 10th anniversary comes with a lot of excitement (and a lot of history). We’ve gathered some stories from Lithium employees who have been with our Community from the very start: “It’s been amusing over the years to see the influx of Professional Services requests every time there’s a new Lithosphere redesign. Everyone always wants the latest and greatest Lithosphere.
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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.
Confirmit
SEPTEMBER 20, 2018
Capturing feedback from customers and taking action on individual cases is table-stakes these days. It’s a great improvement over the past, but today’s “one-click” world means customers expect more. So you need to do more. Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores.
Lithium
SEPTEMBER 20, 2018
It’s time to party and celebrate our 2018 Lithy finalists! If you’re attending CX Live in Austin this year, you’re invited to the Lithy party! If you attended last year’s ball, you know what a treat it was to join this night of celebration. Cocktail attire…champagne…trophies…glitz & glamour. So, dust off your favorite party outfit, because we’re back to welcome you to another spectacular party!
Quadient
SEPTEMBER 20, 2018
During this week’s Inspire Days user conference in Boston, Bjorn Hildahl, Head of DXP Business Unit for Quadient presented on an increasingly important topic: What is Digital Experience? Bjorn defined digital as the change from an Enterprise determining how they interact with their customer to a model of the customer determining how they interact with the Enterprise.
Lithium
SEPTEMBER 20, 2018
The Lithosphere's 10th anniversary comes with a lot of excitement (and a lot of history). We’ve gathered some stories from Lithium employees who have been with our Community from the very start: “It’s been amusing over the years to see the influx of Professional Services requests every time there’s a new Lithosphere redesign. Everyone always wants the latest and greatest Lithosphere.
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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?
Forrester's Customer Insights
SEPTEMBER 20, 2018
So where are all the GDPR enforcement actions? The General Data Protection Regulation (GDPR) entered into force at the end of May 2018, giving unprecedented powers to regulators. From ongoing regulatory audits to hefty fines and a range of new privacy requirements, the GDPR is the most dramatic change in data protection and governance in the last 20 years.
Lithium
SEPTEMBER 20, 2018
It’s time to party and celebrate our 2018 Lithy finalists! If you’re attending CX Live in Austin this year, you’re invited to the Lithy party! If you attended last year’s ball, you know what a treat it was to join this night of celebration. Cocktail attire…champagne…trophies…glitz & glamour. So, dust off your favorite party outfit, because we’re back to welcome you to another spectacular party!
dscout People Nerds
SEPTEMBER 20, 2018
Veteran journalist Madhulika Sikka breaks down how to connect a story to an audience of one or one million.
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