InMoment XI
FEBRUARY 19, 2019
Insights Come Hand and Hand with Listening There is no feedback more important for companies to utilize than the candid, true thoughts and feelings of employees and customers. In fact, having a detailed understanding of your brand’s emotional connection to consumers can produce positive financial results and retain valuable customers, while even attracting new ones.
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CloudCherry
FEBRUARY 19, 2019
Predictive Analytics is such a buzzword isn’t it? Analysis plays an essential role in all aspects of business, there is no doubt about that. Yet here we are, trying to figure it all out. Do we have clean enough data to make good and accurate decisions? Do we have the structure to track the areas in which we need to? These techniques offer?decision makers the data to grow product, sales, do upselling, improve optimization and production, and execute on revenue forecasting to the executives of a c
Customer Bliss
FEBRUARY 19, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
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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.
NICE inContact
FEBRUARY 19, 2019
As we enter a new year of growth and opportunities, don’t miss the chance to be part of the excitement at NICE inContact’s flagship customer conference in London by sharing your experiences and insights with industry peers. As a speaker at Interactions EMEA 2019 , which boasts a compelling agenda featuring five user group tracks with over 25 highly attended breakout sessions, you’ll have the opportunity to share your story and enhance the knowledge and skills of your industry peers and to
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
FEBRUARY 19, 2019
As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices.
Eptica
FEBRUARY 19, 2019
Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Published on: February 20, 2019. Author: Guest author: Shep Hyken Do your customers trust you? How do you even know if they do, and why is it important? On a very basic level, people want to do business with other people that they know, like and trust.
CX Journey
FEBRUARY 19, 2019
Image courtesy of Pixabay Is your customer experience transformation work stuck at good intentions? One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data, insights, and intentions, but action is the key - and it's not happening. Customers can feel it. No brainer, you say?
Alliance by IFS
FEBRUARY 19, 2019
Astea International Introduces Alliance Warehouse Edge ™ Mobile Application to Make Warehouse Workers Fully Mobile. Warehouse Edge enables warehouse workers to perform all their daily activities on a mobile device. This new native mobile application also enables full warehouse management capabilities within its award-winning field service management platform, delivering greater efficiency by linking warehouse, logistics and mobile warehouse management to service activities.
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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.
CX Journey
FEBRUARY 19, 2019
Image courtesy of Pixabay Is your customer experience transformation work stuck at good intentions? One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data, insights, and intentions, but action is the key - and it's not happening. Customers can feel it. No brainer, you say?
ShepHyken
FEBRUARY 19, 2019
Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue… He talks about the best ways to handle negative online reviews.
datastax
FEBRUARY 19, 2019
It may be a tad over-hyped and will require years to gestate and fully take effect, but a lot of people these days are talking about the 5G and its potential. Verizon, AT&T, and Sprint have all promised 5 G devices for the first half of this year, and T-Mobile is planning to launch a nationwide network in 2020. 4G boosted mobile internet latency so people could rapidly download movies on their phones and shop without glitches, but 5G promises to take things to the next level with network spe
Second to None
FEBRUARY 19, 2019
Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. Does this mean that the in-store experience is dying? Far from it. Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] Customer insights from PYMNTS.com show that
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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,
ReviewTrackers
FEBRUARY 19, 2019
Why Ask Patients for Reviews? One of the most effective healthcare marketing strategies today is asking patients for reviews of their providers. By getting patients to write reviews, providers can: Achieve competitive differentiation: According to Vitals , approximately 85 percent of consumers are now at least “moderately likely” to choose a doctor over another based on high ratings and positive reviews.
Thematic
FEBRUARY 19, 2019
Are you feeling discouraged by a lack of buy-in from leadership for your customer experience (CX) strategies? Perhaps your objective is a clear CX focus for the leadership at your company, but no-one seems to support your ideas? You’re not alone. This is a very common scenario in the world of CX professionals globally. In the world of CX, there’s lots of discussion around corporate buy-in and ownership of CX principles, but what help is that when you feel stuck with having to fight an uphill bat
Second to None
FEBRUARY 19, 2019
Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. Does this mean that the in-store experience is dying? Far from it. Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] Customer insights from PYMNTS.com show that
NetBase
FEBRUARY 19, 2019
If your brand is on Instagram, you probably know that the visual wizards behind the curtain over there released a new and improved API in December. What you may not know is what this update means for your brand, specifically, and the many options it offers when it comes to influencer marketing, among other things. Don’t worry, we’re here to help you navigate.
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.
Strikedeck
FEBRUARY 19, 2019
Brian shares five quick tips with real examples to ensure that the Customer Experience never breaks down.
Forrester's Customer Insights
FEBRUARY 19, 2019
Marketers have been using behavioral economics to understand and exploit the irrationality of consumers long before the Golden Age of Advertising. By employing simple marketing tactics such as “buy now, pay later,” inflated value pricing, or decoy alternatives, marketers have been able to effectively steer or in some cases, manipulate customers to buy products or […].
Playvox
FEBRUARY 19, 2019
You’ve hired quality assurance analysts to help your agents improve their customer service. You’ve introduced them to the team, incorporated them into your everyday processes and eagerly await the fruits of their labor.
Help Scout
FEBRUARY 19, 2019
At the beginning of 2017 I sat down with a blank sheet of paper and began planning out the future of Beacon. At the time, Beacon provided a simple and elegant way to browse Docs articles, but not a lot more. In response to overwhelming demand, I was tasked with adding live chat, but in a classically “Help Scout” way that didn’t overwhelm Customer Support teams.
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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.
Pointillist
FEBRUARY 19, 2019
Canadian Red Cross’ Andrew George sat down with Pointillist’s Steve Offsey to talk about their recent success at the Loyalty360 Customer Awards, their adoption of customer journey analytics and the road ahead. Andrew George is the Associate Director, National Customer Experience Marketing for the Canadian Red Cross. He is responsible for the development and execution of organization-wide customer experience and customer retention strategies.
Bold360
FEBRUARY 19, 2019
Subscribe via iTunes , Spotify and more. You’re probably using social media to elevate your brand awareness. But how are you harnessing all the incoming data from your customers and prospects? Many companies make the mistake of using the same team responsible for the outgoing messaging to handle the incoming. AI can handle many of the labor-intensive, often redundant, soul-sucking tasks that wear out your social team.
North Highland
FEBRUARY 19, 2019
In celebration of Black History Month, we discussed heritage, tradition and how to celebrate with North Highlanders, including: Nina Babel, Senior Project Manager – Washington, DC. Ricardo Olusanya, Senior Business Analyst – London. Myriah Sparks, Senior Consultant – Atlanta. What does Black History Month mean to you? Nina: Honoring and paying homage to those before us who were great inventors and innovators in many fields.
Clarabridge
FEBRUARY 19, 2019
It’s important to provide a stellar experience every time someone wants to engage with your brand. And as the avenues to engage with customers continue to expand, you will want to be accessible and ready to serve on these new channels. Research indicates that customers who start and end service requests using digital channels have a satisfaction rate that is significantly higher than those using traditional channels.
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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?
Rant And Rave
FEBRUARY 19, 2019
Glamorous outfits, a star-studded red carpet, flowing champagne… No, we aren’t looking through the snaps from the Rant & Rave Christmas party. It’s awards season, and we’re excited – but can you blame us? We’re all about celebrating excellence, after all. Though admittedly, we’re usually focused on what makes a CX winner, not the best original screenplay….
Forrester's Customer Insights
FEBRUARY 19, 2019
Bankers around the world are rightly worried about the threats posed by digital disruptors getting in between them and their retail banking customers. But Forrester’s newest research reveals that executives should be just as worried — perhaps even more worried — about another market that is being upended: Small business banking. Small and medium-sized businesses […].
LiveChat
FEBRUARY 19, 2019
Gone are the days when there were doubts if SMS marketing was even legal. Marketing boards all over the world choose to make SMS marketing legal. Why? Well, let’s face it – for the express purpose of increasing customers’ loyalty. So, in case you are not using SMS marketing legally or do not use it at all, here is the post for you. We will overview the concept of SMS marketing in 2019 and its best practices.
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