Peter Lavers

JUNE 18, 2018

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. The report got me thinking about the intention/reality gap of insight-driven marketing, and sparked a blog, which can be read at: .

Infographics 40

Infographics Marketing Analytics Report 40

Experience Matters

JUNE 18, 2018

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services.

Customer Success 202

Customer Success Fashion B2B Customers 202

TechSee

JUNE 18, 2018

With its value clearly proven within the field service industry and Goldman Sachs predicting that augmented reality (AR) will be an $80B market by 2025, it comes as no surprise that the sector is leading the market in practical implementation of AR technology. . The ability to augment information onto objects being serviced within the physical environment is transforming the field service industry.

Video 152

Video Innovation Travel Tools 152

Kristina Evey

JUNE 18, 2018

Shownotes… Core Values Build the Company Culture into the Customer Experience. Core values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. Core values should be unique to your company. Core values provide the framework to help guide many business decisions.

Customer Experience 120

Customer Experience Leadership Culture Customers 120

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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.

Customers

Wired and Dangerous

JUNE 18, 2018

Designing and implementing a customer journey that drives great experiences is a hot topic today. Customers have their ‘antennae” on high alert for journeys that are not easy or frictionless, They quickly leave providers whose journeys lack appropriate expressions of gratitude for their business. One element many organizations miss as they review their customer journey maps is the element of respect.

Customer Journeys 70

Customer Journeys Groups Employee Experience Customers 70

Truthlab

JUNE 18, 2018

Reading Time: 3 minutes Last week Patrick Donnelly and I were on the beautiful college campus of UC Santa Barbara. We were doing some interviews around our Higher Education and Academic Program for qualified universities and research facilities to gain access to Truthlab’s Customer Experience Management (CXM) solution for no cost. Students were everywhere.

Customer Experience Management 54

Customer Experience Management Management Customer Experience Customers 54

Cyara

JUNE 18, 2018

Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Through this process, we've identified a path to DevOps in the contact center that I'd like to explore in more detail. In this first post of a three-part series, I will talk about putting in the guard rails with design-driven assurance. In part two, I'll talk about how to accelerate the delivery of value whether you're doing an automated deployment or configuration of off-the-shelf contact

Contact Center Software 52

Contact Center Software Contact Center Consulting Software 52

Education Services Group

JUNE 18, 2018

How do I increase customer retention? It’s one of our most frequently asked questions. Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions — that includes keeping customers.

Customer Retention 45

Customer Retention Customer Success Management Customers 45

Oracle

JUNE 18, 2018

View the full report. If your company is looking to drive online transactions via digital commerce, your adversary might not be who you think it is. It’s not large online marketplaces catering to consumers and B2B buyers, or another industry competitor, or a startup who may be innovating faster than you. No, the actual competition you face is time.

B2C 42

B2C B2B Report Technology 42

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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.

Communication

Lithium

JUNE 18, 2018

We have pushed out some new fixes in addition to the ones we pushed out on last Friday. Latest Fixes. Disabled Category Experts whilst we investigate missing components and reviewing the use of the feature in a future release. Fixed some styling issues on the Case Portal. Clicking on the subject of a thread on the board list will now take you to the thread rather than the last unread message.

Customers 40

Customers 40

Ecrion

JUNE 18, 2018

If you work in the insurance industry, you’ve probably heard what some people think about you, with words such as “old,” “antiquated,” and “heartless” being some of the nicer things said. Why do you think this is the case? A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Lithium

JUNE 18, 2018

Please see below for the fixes and updates we have made to the Lithosphere community this week. Topic Options menu button now only shows when hovering on the message. Group sub headers have been hidden. Kudos buttons on the idea exchange are now aligned. You should no longer see word breaks in subjects and descriptions. Tidied up some text alignment issues.

Groups 40

Groups Customers 40

Ecrion

JUNE 18, 2018

If you work in the insurance industry, you’ve probably heard what some people think about you, with words such as “old,” “antiquated,” and “heartless” being some of the nicer things said. Why do you think this is the case? A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

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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,

Tips

Lithium

JUNE 18, 2018

We have pushed out some new fixes in addition to the ones we pushed out on last Friday. Latest Fixes. Disabled Category Experts whilst we investigate missing components and reviewing the use of the feature in a future release. Fixed some styling issues on the Case Portal. Clicking on the subject of a thread on the board list will now take you to the thread rather than the last unread message.

Customers 40

Customers 40

Up Your Service

JUNE 18, 2018

Why are some training programs so dull, and others so full of active participation? What makes one trainer plod along, while another brings energy and effectiveness to each session? Using The UP! Your Service Active Learning Toolbox , you will generate active participation at all your training sessions, with even the most reserved students or the most conservative cultures excited and engaged.

Case Study 40

Case Study Exercises Training Culture 40

Lithium

JUNE 18, 2018

Please see below for the fixes and updates we have made to the Lithosphere community this week. Topic Options menu button now only shows when hovering on the message. Group sub headers have been hidden. Kudos buttons on the idea exchange are now aligned. You should no longer see word breaks in subjects and descriptions. Tidied up some text alignment issues.

Groups 40

Groups Customers 40

Up Your Service

JUNE 18, 2018

Why are some training programs so dull, and others so full of active participation? What makes one trainer plod along, while another brings energy and effectiveness to each session? Using Ron Kaufman’s Active Learning Toolbox , you will generate active participation at all your training sessions, with even the most reserved students or the most conservative cultures excited and engaged.

Case Study 40

Case Study Exercises Training Culture 40

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.

Retail

Lithium

JUNE 18, 2018

We have pushed out some new fixes in addition to the ones we pushed out on last Friday. Latest Fixes. Disabled Category Experts whilst we investigate missing components and reviewing the use of the feature in a future release. Fixed some styling issues on the Case Portal. Clicking on the subject of a thread on the board list will now take you to the thread rather than the last unread message.

Customers 40

Customers 40

Avaya

JUNE 18, 2018

It used to be that a brand consisted of a logo and a visual or verbal impression. Today, there are many factors making up—and impacting—your brand. The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

Lithium

JUNE 18, 2018

Please see below for the fixes and updates we have made to the Lithosphere community this week. Topic Options menu button now only shows when hovering on the message. Group sub headers have been hidden. Kudos buttons on the idea exchange are now aligned. You should no longer see word breaks in subjects and descriptions. Tidied up some text alignment issues.

Groups 40

Groups Customers 40

Elevio

JUNE 18, 2018

Your business is growing. And while you love talking to customers, there are a few other things you and your staff could be doing instead of answering the same questions, again. Here’s the good news: it turns out that more than half of us ( according to a recent study by Forrester ) prefer solving our own problems, rather than contacting a company for support.

Self Service 75

Self Service Social Media Video Feedback 75

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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.

Training