InMoment XI
FEBRUARY 23, 2017
As I was wrapping up my workday on Friday afternoon, I got a call from my cable company which also provides my internet service. “Mr. Selinger, we’re calling all of our customers with 50 megabyte internet speed and offering our 100 megabyte package.” Me, skeptically: “Are you saying it’s a free upgrade, or would.
Vonage
FEBRUARY 23, 2017
The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. In the digital age, prices and products are easily imitated. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. To help arm you with the information needed to thrive in this competitive environment, here are 10 stats that tell you everything you need to know about today’s consume
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InMoment XI
FEBRUARY 23, 2017
As I was wrapping up my workday on Friday afternoon, I got a call from my cable company which also provides my internet service. “Mr. Selinger, we’re calling all of our customers with 50 megabyte internet speed and offering our 100 megabyte package.” Me, skeptically: “Are you saying it’s a free upgrade, or would. View Article.
GetFeedback
FEBRUARY 23, 2017
Measuring customer service quality with Salesforce is crucial, and you can do it seamlessly with a case closed CSAT survey workflow in Service Cloud.
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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.
Experience Matters
FEBRUARY 23, 2017
If you want customers to recommend your company, make sure they have a good experience. In this post, I share data and analysis showing how customer experience correlates to customer recommendations across 20 industries. At the bottom of this post we’ve assembled a number of industry-specific data charts that you can download and use. In the […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
FEBRUARY 23, 2017
I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. Sometimes, though, a micro-case study in customer experience drops right into my lap. This can happen at airports (actually often happens at airports based on how the brands are interacting with harried travelers) or other random places.
ReviewTrackers
FEBRUARY 23, 2017
Whether it’s in the form of a detailed review on Google, an overall star rating on Credit Karma or Lending Tree, personalized recommendations on MyBankTracker, or a candid comment on Facebook, the opinions, experiences, and feedback shared by banking customers have the power to influence the behavior of those shopping for banking and financial products.
Heart of the Customer
FEBRUARY 23, 2017
Anthem, Inc. is in the middle of customer experience (CX) resurgence. I had the chance to catch up with Natalie Schneider, VP of Customer Experience, to learn more about their efforts to help build customer empathy in their employees. Tell us a little about what led you to start working on customer experience. A few […]. The post Building Customer Empathy: An Interview with Natalie Schneider appeared first on Heart of the Customer.
Bold360
FEBRUARY 23, 2017
The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries. Companies looking to tap into new revenue streams while ensuring that existing customers are also satisfied have to first understand the typical customer of 2017
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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.
Magellan Solutions
FEBRUARY 23, 2017
In the commonly outsourced call center Philippines industry, call center agents are the backbone, voice and face of their clients. In our day-to-day life, call center agents are our heroes, attending to, and resolving our concerns with composure and patience. But the only way they can perform their job is if they can actually carry a conversation with the caller.
ReviewTrackers
FEBRUARY 23, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Healthcare companies can violate federal law when responding to online reviews if they are not careful. When Responding to Online Reviews, Keep HIPAA Guidelines in Mind . When responding to online reviews be sure to keep HIPAA guidelines in mind.
Magellan Solutions
FEBRUARY 23, 2017
The Philippines has been the reigning premier choice of Western companies for offshore outsourcing for the past couple of years, and for good reason. Filipinos have the ideal blend of qualities that customers, regardless of their country of origin, want in a call center agent: courteous, friendly and service-oriented. Over a million work in call centers in the Philippines who are in the business process outsourcing (BPO) industry, providing a wide range of voice and non-voice customer service t
Topdown
FEBRUARY 23, 2017
In a previous post, Security Overview: Cloud-Based Customer Communications Management , we gave you a quick summary of each of the security layers: physical, network, operating system (OS), database and application. Let’s take a closer look at cloud-based CCM security at the application level, which includes handling of customer data.
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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,
West Monroe
FEBRUARY 23, 2017
I just read an article in CIO.com that spotlighted the ever growing Salesforce ecosystem and the high demand for skills to support Salesforce implementations. This is great news for those of us who get to work in this exciting ecosystem. “It’s one of the fastest-growing, most in-demand skills out there. And it’s ubiquitous. From software developers, solutions architects and designers to project managers and marketing and sales professionals, it’s a skill that almost every
Clarabridge
FEBRUARY 23, 2017
It’s that time of year again! It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first.
Teletech
FEBRUARY 23, 2017
Companies have poured millions of dollars into developing mobile apps to create memorable customer experiences that engage and retain customers. Is it working? The answer is, it depends. Today, mobile customers are unknowing Hansels and Gretels, marking their journeys with data-rich breadcrumbs (tiny bits of information about their movements), and revealing much about their relationships with the brands in which they interact. .
Talkdesk
FEBRUARY 23, 2017
When it comes to predictive customer service, the methods we’ve covered so far ( product , channels ) have discussed qualitative information — using subjective information and experiences to estimate how people will act. It’s extremely valuable to track this information, but it doesn’t always tell the entire story, Quantitative research is another important component to driving customer satisfaction.
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.
Forcivity Salesforce
FEBRUARY 23, 2017
Effectively managing subcontractors has become an increasing challenge for today’s service organizations. The desire to add additional service offerings requiring skills not possessed in house or providing service in geographic regions where service organizations do not have a local presence has increased the need to leverage third parties.
Circular Edge
FEBRUARY 23, 2017
By request from our customers in the last few years, I have written and presented a great deal on the topic of CNC Tips and Tricks for Newbies and we plan to make much of this content available to our customers via webinars and presentations. We also plan to showcase a series of CNC Tips and Tricks articles that I have written for JDEtips. Below is the first in that series.
ForeSee
FEBRUARY 23, 2017
Customer experience doesn’t take a break when you’re away from the office. And as most customer-focused leaders would agree, it’s crucial to stay tuned-in to both the customer experience and. The post Introducing ForeSee Mobile: the only app for CX intelligence on the go appeared first on ForeSee.
Circular Edge
FEBRUARY 23, 2017
By request from our customers in the last few years, I have written and presented a great deal on the topic of CNC Tips and Tricks for Newbies and we plan to make much of this content available to our customers via webinars and presentations. We also plan to showcase a series of CNC Tips and Tricks articles that I have written for JDEtips. Below is the first in that series.
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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.
MyCustomer
FEBRUARY 23, 2017
Loyalty. Assessing the customer-centricity of your leaders.
Verint
FEBRUARY 23, 2017
Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives. One of the primary themes of the conference was “Leaders Learning from Leaders.”. Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” where we grouped executives into discussion groups of nine or ten for interactive discussions and summary presentations.
Confirmit
FEBRUARY 23, 2017
This week saw several of the Confirmit team heading to Victoria in London to take part in Engage Customer’s Future of Contact Center event. The focus of the event was on how contact centers, usually seen a cost of doing business, could transform to become the beating heart of an organization. The way to do that? Building outstanding customer experiences that not only generate great word of mouth, but which can enable the entire company to perform better.
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