Amity
JUNE 11, 2018
If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. This is often a delicate balance that will need to be baselined and readjusted over the first few years that your Customer Success team is in operation.
West Monroe
JUNE 11, 2018
As customer behavior and expectations evolve, having a constant pulse on needs and emotions is critical to delivering a valuable experience and creating long-term customer relationships. In the existing digital age and with the abundance of technology, the ability to collect and analyze data to distill key customer insights has never been easier. By customer insight , we mean a piece of data or information that will help your organization make better decisions about or for your customers, like
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Steve DiGioia
JUNE 11, 2018
…here’s 3 skills every customer service actor must have This original article was written by Steve DiGioia. Ah, the life of a call center agent. A cushy job, right? You do nothing more than talk to customers on the phone and punch some information into a keypad. Sounds cool, sign me up! But wait a minute, there’s more…much more. You get to sit in a cramped cubicle wearing a scratchy headset and stare at a screen for 8 hours a day.
Experience Matters
JUNE 11, 2018
We’ve put together this short video to explain Temkin Group’s CX Competency & Maturity Model. It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.
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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.
Wired and Dangerous
JUNE 11, 2018
Research shows the cost of acquiring a new customer can be five to ten times the cost of keeping an old customer. And, as new customers become long-term customers their worth increases—they buy more, spend more, advocate more, and generally are less expensive to serve since they do not require customer training when they deal with you. Many times organizations lose focus on how their efforts to attract new customers can impact those who have been loyal for many years.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
FiveStars
JUNE 11, 2018
Found Coffee has only been open for three years, but it’s already managed to cultivate a community of regulars, thanks to great coffee and the savvy use of customer loyalty. With an eye to design and a focus on specialty coffees, Found Coffee’s warm space showcases a variety of “found” vintage objects—some provided by the […]. The post Small Business Spotlight: Found Coffee appeared first on Fivestars Insights.
Oracle
JUNE 11, 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 Anasuya Strasner, Vice President of Strategy and Business Development for Oracle ‘s North America Tech division, who shared with us her path to a successful career in technology and her advice for finding happiness at work.
Truthlab
JUNE 11, 2018
Reading Time: 2 minutes In their article “Physical fights back”, design firm, Fjord, addresses the changing role of design as technology becomes more advanced. No doubt, you have seen this trend in your daily experiences as well. Technology is increasingly integrated with every-day objects and life. Customers across channels demand dynamic, interactive, and integrated products to meet their professional […].
West Monroe
JUNE 11, 2018
In the world of big data and predictive analytics the standard approach for gathering and analyzing data follows the CRISP-DM approach. While the CRISP-DM model has been a good approach on which to structure many projects, it suffers from the same issues waterfall-style requirements gathering approaches to software design have suffered from, including: Longer time to understand the problem/solution space.
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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.
Genroe
JUNE 11, 2018
Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. But it doesn’t have to be that way. Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […]. The post Webinar: How to Monetize a Net Promoter Program appeared first on Genroe.
Martin Hill-Wilson
JUNE 11, 2018
I’m on a mission and I need your help. Some of you will know about the P&Q Challenge I run. Now four years old, it has attracted hundreds of contact centres who have collaboratively redesigned their approach to quality management. I’m about to do the same with emotion and customer interaction for customer service and inside sales teams. I’ve written a three chapter thought leadership piece to explore what’s currently happening and a framework in terms of where we might go.
Confirmit
JUNE 11, 2018
What is e-learning and what is a Learning Management System (or LMS)? E-Learning is self-paced, on-demand online learning content that customers can consume from anywhere with an Internet connection. Courses can be taken using a desktop or a mobile device, such as a tablet. An LMS is the platform that hosts that e-learning content. Customers are able to log in, browse for e-learning content and consume it on the LMS.
CX Workout - Ideas Blog
JUNE 11, 2018
In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. One of our clients was facing a different dilemma: All the evidence about what they needed to do to deliver a more competitive, industry-leading solution was brilliantly clear.
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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,
Clarabridge
JUNE 11, 2018
We’re excited to announce that Clarabridge has shortlisted for the AIConics Best Innovation in NLP Award ! The AIConics recognizes the leaders across 11 different categories ranging from Best Application of AI in the Enterprise to Best AI Startup, Best Intelligent Assistant Innovation and more. The Best Innovation in NLP award champions the trailblazers who have adopted NLP technology to create solutions that will transform business.
CX Workout - Ideas Blog
JUNE 11, 2018
In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. One of our clients was facing a different dilemma: All the evidence about what they needed to do to deliver a more competitive, industry-leading solution was brilliantly clear.
Confirmit
JUNE 11, 2018
What is e-learning and what is a Learning Management System (or LMS)? E-Learning is self-paced, on-demand online learning content that customers can consume from anywhere with an Internet connection. Courses can be taken using a desktop or a mobile device, such as a tablet. An LMS is the platform that hosts that e-learning content. Customers are able to log in, browse for e-learning content and consume it on the LMS.
CX Workout - Ideas Blog
JUNE 11, 2018
In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. One of our clients was facing a different dilemma: All the evidence about what they needed to do to deliver a more competitive, industry-leading solution was brilliantly clear.
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.
Genroe
JUNE 11, 2018
Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. But it doesn’t have to be that way. Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […]. The post Webinar: How to Monetize a Net Promoter Program appeared first on Genroe.
Ann Michaels and Associates
JUNE 11, 2018
B2B Mystery Shopping To Improve Your Business. A bit more complicated than typical mystery shopping, but definitely beneficial. Traditional mystery shopping in the business-to-consumer (B2C) model is pretty straight-forward. Mystery shoppers are sent in to a business or retail location with specific tasks and questions to answer about their experience.
MyCustomer
JUNE 11, 2018
Engagement Branded experiences: How to align CX & marketing.
Smith+co CX
JUNE 11, 2018
We’ve been privileged to play a leading role in the customer experience revolution since the start. And though much has changed in the environment of CX over the years, and the landscape has become more digital than physical, there are a few key truths that have remained unchanged and yet largely ignored. One of these has been a mantra of mine for my entire consultancy experience: know who your most valuable customers are and what they truly value.
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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.
Forrester's Customer Insights
JUNE 11, 2018
Over the past two weeks, we’ve been inundated with the various highlight reels from the French Open, showcasing killer baseline winners, huge first serves, and wicked topspin shots — a constant reminder of how the game of tennis has evolved over the past 50 years. Today’s faster, more physical game is slugged out on the […].
Esteban Kolsky
JUNE 11, 2018
As I continue my myriad research projects this spring season I come across incredible insights from those I interview. I have been doing a lot of work in platforms, data usage (including AI), infrastructure, and digital transformation this season (and I don’t see it slowing down, or changing, anytime soon – these are mission-critical, decade-plus initiatives for most organizations and they need to — well, compare notes.
Forrester's Customer Insights
JUNE 11, 2018
Tying CX performance to monetary incentives backfires. Every time. Often in spectacular, unforeseen ways. And while we have seen some firms take the leap into a world without monetary CX incentives, tying accountability for CX to money is still a common shortcut in CX transformations. Unfortunately, that weakens employee morale and creates bad CX. In […].
Esteban Kolsky
JUNE 11, 2018
As I continue my myriad research projects this spring season I come across incredible insights from those I interview. I have been doing a lot of work in platforms, data usage (including AI), infrastructure, and digital transformation this season (and I don’t see it slowing down, or changing, anytime soon – these are mission-critical, decade-plus initiatives for most organizations and they need to — well, compare notes.
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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
JUNE 11, 2018
Question: How can we harness the power of artificial intelligence while preserving civilization? Answer: We must civilize AI. Here’s an example. The NTSB investigation into the Tesla crash in Florida revealed that the driver had set the speed limit for 75 miles an hour. The speed limit in that part of Florida is 65 mph. […].
Forrester's Customer Insights
JUNE 11, 2018
Tying CX performance to monetary incentives backfires. Every time. Often in spectacular, unforeseen ways. And while we have seen some firms take the leap into a world without monetary CX incentives, tying accountability for CX to money is still a common shortcut in CX transformations. Unfortunately, that weakens employee morale and creates bad CX. Or […].
Forrester's Customer Insights
JUNE 11, 2018
Last week I attended Infosecurity Europe 2018, the largest event of its kind in Europe. The event is a carnival of the cybersecurity industry, with promotion of every information security product imaginable. There are also more conference training tracks than your average railway. The show gives a good indication of the key issues that are […].
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