InMoment XI
JUNE 19, 2018
While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens. I suppose that’s natural when, as passionate CX practitioners, we want to.
Oracle
JUNE 19, 2018
SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. We met with Niki Hall, Vice President of Marketing at Five9 , who shared with us her path to a successful career in technology and her 3 ingredients for a best-in-class team. View Niki’s interview and read the transcript below.
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LiveChat
JUNE 19, 2018
If there’s one perfect customer support software for all the businesses out there, that’s LiveChat. Obviously, I’m kidding. We love our tool, but let’s face it – people have different needs and there’s no perfect choice for everyone. Take pizza for example. Even if you think this particular pizza is really bad, there’s someone in the world who thinks it’s the best piece of pie that exists (any pineapple pizza fans?
InMoment XI
JUNE 19, 2018
While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens. I suppose that’s natural when, as passionate CX practitioners, we want to.
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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.
CX Accelerator
JUNE 19, 2018
Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion. Showing this type of empathy often comes naturally to us, and is ingrained in how we act in our everyday lives.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alida
JUNE 19, 2018
Large brands are increasingly turning to smaller ones for inspiration. These brands are hoping that by learning and adopting a startup mentality, they can fend off disruption and continue to lead their industry. In many ways, copying or even acquiring smaller players makes sense for larger brands. As digital natives, younger startups know how to use new technology to drive growth and can teach established players a new thing or two.
Michelli Experience
JUNE 19, 2018
Business Fear: Afraid of Being a Loving Business? Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients. It is a simple distinction found in a variety of faith traditions including Buddhism, Christianity, and even secular spirituality (e.g., A Course in Miracles ).
Comm100
JUNE 19, 2018
Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX.
Customer Guru
JUNE 19, 2018
The leaders of Starbucks , the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot. However, a video released in April 2018 invoked myriad emotions in people, making them not wanting to visit a nearby Starbucks any time soon; some were infuriated, some were saddened, but most of them were just confused.
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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.
InnerTrends
JUNE 19, 2018
This is the question that is on most marketers’ mind: what are the exact paths that customers use to convert? If you manage to find the recipe to success, you can replicate it time and time again, making sure more and more clients are taking the same path. All good in theory. But what’s reality like? What marketers and product managers are hoping for is a clear step-by-step graph showing exactly how clients get from the dashboard to payment.
ShepHyken
JUNE 19, 2018
Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Top Takeaways: The more automated things become, the more important it is to have strong customer service.
ForeSee
JUNE 19, 2018
Every banking leader is aware that digital channels are less costly than an extensive branch network or fully staffed contact center. They also realize that customers, like water, will seek the path of least resistance. The post How Banks Can Optimize the Customer Journey appeared first on ForeSee.
Andrew Mcfarland
JUNE 19, 2018
If you are looking for a high-impact way to improve the customer experience, start with your employees. A recent article touting minimum wage increases at a Chick-fil-A carried a quote from the owner worth considering. The owner expected the increased.
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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,
iCiDIGITAL
JUNE 19, 2018
Performing regular updates to your CMS is both necessary to the system’s functionality and integral to utilize the latest technology. Adobe typically releases upgrades to AEM annually, which could be a frequent disruption to an enterprise business. An upgrade can take anywhere from a few weeks to a few months. The length of this makes the ability to keep business up and running “as usual” during those times a critical factor in long-term success.
Helen Dewdney
JUNE 19, 2018
The Complaining Cow follows up on her Rip Off Britain advice. When purchasing items online it’s easy to get carried away when you see what you think is a bargain. But make sure you know where you are buying from and what your rights are before you part with your money, especially if the retailer is outside the EU. Rights. If you are buying anything online, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days cooling off period for c
SurveyGizmo
JUNE 19, 2018
What really is employee engagement? As the healthcare industry becomes increasingly competitive, it is imperative for healthcare organizations to invest in their patient, employee, and brand experiences. In an industry already facing a talent shortage, Compdata’s 2017 Compensation Data study found that healthcare turnover rates exceed 20 percent, which further proves that employee engagement is crucial to an organization’s success in the new era of healthcare consumerism.
inSided
JUNE 19, 2018
For most SaaS companies, the biggest source of revenue comes from renewals and upsells after the initial sale. Since acquiring new customers is more expensive than keeping your current ones, reducing customer churn is crucial to growth and success.
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.
CSM Magazine
JUNE 19, 2018
Dan Somers of Warwick Analytics reveals the true ‘Cost of Deviation’ from the customer journey. Contact centres originally existed to service customer enquiries. They were built as a cost centre. Customer services was seen as one of those things you just needed to do, and efficiencies were around measuring calls handled by agents and little attention to outcomes unless you considered RFT (“Right First Time”).
News & Customer Experience
JUNE 19, 2018
The Customer Expectation is measured as an alignment between Client’s expectations and his concrete experience from a company or a brand. The expectations that the Client creates and the tools he approaches to a company, a brand, a product or a service are the result of a complex process in which numerous factors are involved. One of the most important elements that are in the forming process of Client’s expectation is representing of explicit or implicit promises that the company or
CSM Magazine
JUNE 19, 2018
Malene Wessel explains what you should look for in a tailor-made chat solution vendor. Off-the-shelf chat solutions may be fine for some businesses, but what about your business’ unique requirements? You don’t have to settle for a standard, pre-set solution. You have options. To find the best supplier, look for the following characteristics in a tailor-made chat solution vendor: Focused on your specific requirements: One size does not fit all.
Maru/HUB
JUNE 19, 2018
Most businesses today collect market research data – but how many are achieving real results and meeting business objectives? Eye Trackit allows you bring market research data and all other existing data from across your organisation together in one platform to discover one powerful source of truth. Eye Trackit has been designed by Market Research professionals, for Market Research professionals.
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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.
CSM Magazine
JUNE 19, 2018
The annual Incite Group, State of Customer Service Survey, will give you in-depth insights from 500+ respondents on the key issues and opportunities your peers see in 2018, and new statistics to benchmark your own performance against. The report include contributions from Microsoft, KLM, Estee Lauder and many more leading brands. Download the exclusive State of Customer Service here.
CXApp
JUNE 19, 2018
Perhaps one of the most significant B2B marketing challenges any team or brand faces is the act of integrating C-Suite executives and upper management.
CSM Magazine
JUNE 19, 2018
Robots and Artificial Intelligence are becoming increasingly important in customer service and the wider business world. Here is a brief overview of this new technology and what it may mean for you and your business. What is the definition of a Robot? A robot can be described as an artificially made machine that has the ability to complete work and other tasks as normally done by humans.
Forrester's Customer Insights
JUNE 19, 2018
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™) methodology measures how well a brand’s customer experience strengthens the loyalty of its customers so it […].
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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?
Lumoa
JUNE 19, 2018
Unhappy, yet talkative customers are a golden source of information for your business. They desperately want your company to change and build a better experience for them. If they’re dealt with carefully, they can turn into your greatest advocates. So how do you make that happen? #1: Address the feedback quickly It shouldn’t come as a surprise that the more efficient your team is in solving the customer’s issue, the more satisfied the customer will be.
ReviewTrackers
JUNE 19, 2018
This is a guest post by Kayleigh Alexandra, who is a content writer for Micro Startups — a site dedicated to spreading the word about startups and small businesses of all shapes and sizes. Visit the blog for the latest marketing insights and SEO pointers from top experts. Follow us on Twitter @getmicrostarted. Reviews are a massive part of the online world now, and an absolute essential for online retailers.
Answer Dash
JUNE 19, 2018
In the world of online support and customer service, you can’t avoid tickets or ticket triaging - it’s how customers get in touch with you and how you solve problems and improve customer experience. But not all tickets were created equal, and they shouldn't all be sorted through and answered by customer support representatives. It’s inefficient, costly, and just bad business.
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