Thu.Mar 31, 2016

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One More Day With CXPA

Storyminers

The National CXPA Organization is working hard to put together another stellar Insight Exchange this year in the ATL. Those of us who live in the area have jumped into the mix and are adding some fun things to keep participants busy and help them see our wonderful city. Each evening customer experience practitioners will be able to pick a restaurant of their choosing for dinner at some 30 odd restaurants where reservations for ten have been pre-arranged.

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Seeing is Believing

CX Journey

Image courtesy of jsawkins Today I'm pleased to share a guest post by Josh Stern , CEO of Reality Based Group. Strategic decisions are only as good as the information upon which they are based. Currently, most business leaders face the challenge of discerning the quality of information being supplied before determining how best to use it. To forge the way to sustained success and company growth, executives now can and should call for data free of bias and flaws.

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One More Day With CXPA

Storyminers

The National CXPA Organization is working hard to put together another stellar Insight Exchange this year in the ATL. Those of us who live in the area have jumped into the mix and are adding some fun things to keep participants busy and help them see our wonderful city. Each evening customer experience practitioners will be able to pick […]. The post One More Day With CXPA appeared first on Mike Wittenstein.

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How Measuring Customer Returns Leads to Higher Profitability

Amity

I started my career on Wall Street where I spent several years thinking about how to build balanced portfolios of financial securities. One important lesson I learned early on is that the right mix of stocks, bonds, real estate, and other assets is the difference between average and stellar returns. Put differently, the most thoughtfully constructed portfolios generally produce the best return on investment.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Best Practices for Protecting Customer Data in Service

Win the Customer

As the threat of being breached increases, it becomes more imperative for companies to take precautions to protect their customers and their business. Home Depot has agreed to pay $19.5 million as compensation for a 2014 consumer data breach that affected over 50 million cardholders, including $13 million in reimbursement and $6.5 million for identity protection services.

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Join the Oracle CPQ Cloud SIG Meeting at Collaborate16

Keste

Oracle CPQ Cloud SIG Meeting at Collaborate April 11, 2016, 2:00-3:00 pm - Mariner AB Oracle CPQ Cloud streamlines and manages the quote-to-cash process by enabling organizations to sell faster, easier, and with greater accuracy.

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Redefining the Next Era of Service Innovation: Time for Breakthrough Change

Alliance by IFS

As a service company, how do you approach innovation? Is it even on your radar? If not, you aren’t alone. Recent research by The Service Council indicates that the service industry in general could be doing more to drive innovation. Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”.

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Secrets to Customer Experience Success, Part I: Process v. Project

Topdown

This is the first of a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience.

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Websites lead the way for UK customer service

Eptica

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. Being able to find answers to their questions quickly is therefore a vital part of the customer experience.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How Best-in-Class Companies Are Turning Sales Compensation into a Competitive Edge

Customer Interactions

Between September and October 2015, Aberdeen surveyed 254 end-user organizations to understand their sales compensation and overall sales performance management best practices.

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The Problem with Daily Averages (and the Solution)

Brad Cleveland Blog

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How I Messed up a Remote Training Session (and What I Did to Ace the next One)

Kayako

“I’m sorry, we can’t hear you properly. You keep cutting out.”. Imagine hearing that two or three times before you’ve moved past your first slide. I should have realized it was an omen. I was bombing – big time. This is my story on how I completely messed up my first completely remote training session, and how I literally did 50% better in the next one.

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The Problem with Daily Averages (and the Solution)

Brad Cleveland Blog

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.