InMoment XI
AUGUST 5, 2016
Citius – Altius – Fortius Faster – Higher – Stronger The Olympic motto is reflected in the growth of technology in today’s world. The algorithms of Facebook and Google have shifted the way we consume news and information. The rise of mobile phone networks and smartphones has transformed our connection to current events and other.
SuiteCX
AUGUST 5, 2016
Detailed overview of the SuiteCX approach to Customer Journey Mapping.
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InMoment XI
AUGUST 5, 2016
In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are. View Article.
Forrester
AUGUST 5, 2016
Over the past two weeks, my colleagues Harley Manning and Rick Parrish have discussed the rising tide of CX quality, stagnation among top brands , and CX-fueled digital disruption in the results of our US 2016 Customer Experience Index™ In this post, I'll explore another big finding from our research: The way an experience makes customers feel has a bigger influence on their loyalty to a brand than the effectiveness or ease of the experience.
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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.
InMoment XI
AUGUST 5, 2016
Citius – Altius – Fortius Faster – Higher – Stronger The Olympic motto is reflected in the growth of technology in today’s world. The algorithms of Facebook and Google have shifted the way we consume news and information. The rise of mobile phone networks and smartphones has transformed our connection to current events and other. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
AUGUST 5, 2016
In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are.
Topdown
AUGUST 5, 2016
Writing for Gartner and featured in Which-50, Don Bulmer interviews Jonathan Becher, SAP’s Chief Digital Officer (CDO), to trace the history of SAP’s digital transformation and explain why Digital Transformation Requires a Mindset Beyond Marketing. As in many B2B enterprises, SAP began its adoption of digital experience (DX) delivery solutions in marketing, where digital is a natural fit and where there’s been mushrooming growth of marketing technology (martech) offerings for many years.
InMoment XI
AUGUST 5, 2016
Citius – Altius – Fortius Faster – Higher – Stronger The Olympic motto is reflected in the growth of technology in today’s world. The algorithms of Facebook and Google have shifted the way we consume news and information. The rise of mobile phone networks and smartphones has transformed our connection to current events and other.
Eptica
AUGUST 5, 2016
Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing.
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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.
InMoment XI
AUGUST 5, 2016
In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are.
Tricia Morris
AUGUST 5, 2016
When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a challenge to save for the future, like 2015 or 2020. But as a famous character once said in a movie that’s now 30 years old, “life moves pretty fast…” and now, here we are with 2015 in the rear view mirror and our 2020 vision becoming clearer by the minute.
Eptica
AUGUST 5, 2016
Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email.
Engine Insights
AUGUST 5, 2016
The world of adult beverages, which includes beer, wine, and spirits, has enjoyed fairly stable global consumption. Through economic booms and busts consumers remain fairly unfazed, altering their purchases based simply on availability and budgets. However, even given these minor ebbs and flows, there have always been the constants when looking at the world of adult beverages – beer with hot dogs at the baseball game, wine at dinner with family, and mixed drinks on a tropical vacation.
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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,
Eptica
AUGUST 5, 2016
Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Author: Dharmesh Ghedia Over the past month I’ve focused on the importance of knowledge management within customer service, looking at the challenges that need to be overcome , and the skills that a knowledge manager needs to succeed.
Peter Lavers
AUGUST 5, 2016
This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the 5th most agreed with statement is : “My company has IT tools, capabilities or infrastruct
Eptica
AUGUST 5, 2016
Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. Author: Steve Nattress Imagine having a conversation in a pitch black room. You can’t see the person you are talking to and their tone of voice shows no emotion at all. You can’t tell if they are happy, angry or sad, or even why they are talking to you.
LiveChat
AUGUST 5, 2016
Customer service stories are full of bloodcurdling events and malicious characters. All of us can recall at least one example of really bad customer service where everything went wrong, a person we were talking to was incompetent or a customer that we were dealing with, was a true monster in human skin. Sometimes I have an impression that we hear about bad customer service so often, that we subconsciously start to expect it every time we deal with a support team.
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.
dscout People Nerds
AUGUST 5, 2016
dscout’s study on who’s behind this summer’s phenomenon.
Amity
AUGUST 5, 2016
With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. We sat down with Vanessa Brangwyn , the VP of Customer Success, to discuss how Customer Success has evolved at Achievers over the last five years. Can you tell me a little bit about your responsibilities at Achievers?
Customer Interactions
AUGUST 5, 2016
Even though most people are in the throes of summer holidays, still there are some very interesting discussions online about customer experience. This week’s CX Buzz blog includes pieces from Baselinemag.com on how IT can enhance the CX journey; CXOtoday.com on CRM as the new CX management; Johan Botha for Bizcommunity.com on the superhero behind the Leatherman tool; Hootesuite sharing the outcome of an expert panel on the importance of social along the CX journey; Halewebdevelopment.com sharing
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