Mon.Mar 19, 2018

article thumbnail

Delivering Customer Experiences that deliver Value

CloudCherry

In any field, there are people who ‘claim’ to be good and then there are those that are actually good. The same holds true for businesses. You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? By value, I mean more referrals, repeat business, higher revenue, and greater profitability.

article thumbnail

[Webinar] How to Stop the CSat Nosedive with Chat

Comm100

If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look. The report for this year showed some startling findings – and one of the biggest is that Customer Satisfaction is falling. Register Now. In the report, we discuss some of the possible reasons for this fall, with insights and knowledge from myself as well as CCW Digital’s Brian Cantor.

How To 101
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Delivering Customer Experiences that delivers Value

CloudCherry

In any field, there are people who ‘claim’ to be good and then there are those that are actually good. The same holds true for businesses. You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Also, is your business able to measure tangible value from it? By value, I mean more referrals, repeat business, higher revenue, and greater profitability.

article thumbnail

Computer Vision in the Call Center – The New CX Frontier

TechSee

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants.

article thumbnail

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.

article thumbnail

Using Predictive Analytics and Artificial Intelligence to Improve Customer Loyalty

Bob Hayes

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Artificial Intelligence and Predictive Analytics.

More Trending

article thumbnail

TTY Mystery Shopping: The Benefit Of MS For Hearing Impaired Individuals

Second to None

Regardless of the many differences that make up our society, brands need to strive to treat every individual interaction with a customer the same. Customers with hearing impairments deserve the same level of customer service as every other segment, and brands need to prove that they are willing to put forth an effort to provide this level of performance.

Banking 81
article thumbnail

Are You Staffing the Front Line with Experts?

Wired and Dangerous

A quick trip to any museum not only provides an interesting picture of yesteryear, it reveals an instructive barometer on the ways we have changed. What would go in a Service Museum and what would it tell us about the ways customers have changed? In the not too distant past, retail stores had sales clerks on the floor (not just at the register), grocery stores had bakers, elevators had operators, gas stations had a mechanic, and mail-order catalogues were all-purpose and not specialty.

article thumbnail

Using Predictive Analytics and Artificial Intelligence to Improve Customer Loyalty

Bob Hayes

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Artificial Intelligence and Predictive Analytics.

article thumbnail

Breakfast-N-Jam Sessions

Michel Falcon Experience

When you have a handful of employees it’s easy to remember people’s names and have a one-to-one relationship with your team, but as you get bigger, as your company starts to scale, in our case, me and my business partners have over 100 employees. Having that one-to-one relationship becomes more difficult, unless you put forth the effort. So, I’m introducing something that I call “Breakfast-N-Jam” sessions every Monday morning at 9am, I invite one team member to have breakfast with me, and I’m no

Company 60
article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

4 Ways IoT Is Used To Foster A Better Overall CX

Second to None

Creating a leading Customer Experience requires utilizing every tool at your disposal. Every moment along the customer journey can impact the way customer’s perceive your brand, including moments in which there isn’t even a direct interaction with an employee. As the Internet of Things becomes more commonplace than ever before, customers have altered expectations than in the past.

article thumbnail

5 Ways to Empower Your Ecommerce Team to Deliver Smarter CX

Oracle

Did you know that the average S&P 500 company’s lifespan is less than 20 years ? Companies of all sizes are struggling to keep up with demanding customers and complex interactions while trying to seamlessly blend physical and digital customer experiences. Companies that survive and thrive in this digital world do what we call “Smarter CX” – deliver superior customer experiences by connecting data at every stage during the customer journey.

article thumbnail

Spring’s Sprung! Is Your Research Firm Growing Like Spring Flowers?

Confirmit

It’s the first day of spring in the northern hemisphere! Spring represents more than just warmer weather. It represents new life and new beginnings. In my opinion, this season of new beginnings is a perfect time for Market Research agencies to evaluate their business. Are your profits growing like the spring flowers? Are new opportunities emerging from hibernation?

article thumbnail

Using Customer Data to Improve 3 Key Strategies

Clicktools

Even though most companies have access to troves of data about their customers, they are using only about 20% of it to target new customers or improve their relationships with their current customers. With so many different options and competitors to choose from, customers now expect to have a seamless customer experience (CX). 41% of customers will switch brands if they have a bad experience.

Data 40
article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

article thumbnail

Marketing and Customer Experience: The Best of Friends?

Confirmit

Last week I joined several of the Confirmit team at a new event organized by our friends at Engage Customer. The CX Marketing Summit 2018 was created as a result of research that shows that the marketing function is playing an increasingly important role in the Customer Experience as businesses are able to achieve greater customer insight, allowing them to tailor their strategies to increasingly demanding customers.

article thumbnail

Conquering The World – Chatbots Gone Wild (Infographic)

CSM Magazine

We’re positive you’ll agree that chatbots have become a significant part of our everyday lives. Judging by the market situation today, it seems like chatbots are here to stay. Although chatbots aren’t being used to their full potential, the new millennium has brought a change for the better. Chatbots are finding their place in marketplaces worldwide, and recent results stand behind scientific assumptions that the artificial intelligence is slowly ‘conquering the world’.

article thumbnail

Twenty Goals That Are Just Plain Better Than “Growing Revenue”

Forrester's Customer Insights

Dear Marketers, I know how important it is to you to grow revenue. I also know how that focus will help expand your remit — to align with your organization’s strategic priorities and rally around an explicit path to revenue. Any of these 20 examples (and countless more) are more substantial, manageable, and productive than an […].

article thumbnail

Passenger Terminal Expo | 20.-22.2018

Happy or Not

March 20-22, 2018 | Stockholm, Sweden HappyOrNot is proud to join the world’s leading international airport conference and exhibition – Passenger Terminal Expo 2018. We will showcase our new Smiley Terminal and the latest addition to our product portfolio – Smiley Touch. You can find us from Hall A – Booth 107. For more information about the Passenger Terminal […].

article thumbnail

2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

article thumbnail

Avoid These Top CX Misconceptions

Forrester's Customer Insights

To provide great CX reliably and efficiently, companies must master the six competencies of customer experience management (CXM): research, prioritization, design, enablement, measurement, and culture. Unfortunately, common misconceptions can cause even the most experienced CX professionals to stumble along the path to CXM maturity.

Culture 40
article thumbnail

Survata Study Uncovers Most Memorable Brand Advertising Slogans

Upwave

KFC “Finger lickin’ good” edges Kay Jewelers “Every kiss begins with Kay” for top spot. As covered by USA Today , Advertising and Market Research firm Survata today unveiled a top most memorable advertising slogans recognized by consumers. In a study of 3,286 U.S. consumers, KFC’s “Finger lickin’ good” came out on top with an 87.9 percent recognized rate, barely edging out Kay Jewelers highly successful “Every kiss begins with Kay” at 87.4 percent.

article thumbnail

Consumer Marketing 2018: Build Emotion-Powered Brands With Dipanjan Chatterjee

Forrester's Customer Insights

WHAT DO EMOTIONS HAVE TO DO WITH BRANDING STRATEGY? I sat as a silent observer at an internal marketing workshop of a multi-billion-dollar consumer brand. They spoke for three hours about being customer-obsessed. They never spoke about the customer. That’s the old way of marketing. As a profession, we’ve talked the talk about customer […].

article thumbnail

Survata Study Uncovers Most Memorable Brand Advertising Slogans

Upwave

KFC “Finger lickin’ good” edges Kay Jewelers “Every kiss begins with Kay” for top spot.

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

article thumbnail

Transform Your Personalization Strategy At Forrester’s Consumer Marking Forum

Forrester's Customer Insights

Where are you on your company’s journey to personalize the customer’s experience? Are you one of the 89% of digital businesses that are investing in personalization – companies like Coca-Cola, Fabletics, Netflix, Sephora, USAA, and Wells Fargo. What’s new now? Businesses need to evolve their definition of personalization – from tactical segmentation, to strategic individualization. […].

article thumbnail

Customer unhappiness and how to create it. A masterclass by Emirates

ijgolding

Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction. The airline industry does seem to excel at providing examples of shocking and inhumane treatment of people – the very people who hand over large sums of money to use their products and services.

Hotels 209
article thumbnail

Are Moments of Truth Really Worth All The Fuss?

Steve DiGioia

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia. “Although companies are investing record amounts of money in traditional loyalty programs, in customer-relationship-management (CRM) technology, and in general service-quality improvements, most of these initiatives end in disappointment.

article thumbnail

How to Write a Winning B2B Sales Letter in 7 Easy Steps

Comm100

When selling to businesses, sales emails and letters are an effective way to pique corporate interest in your product. They aren’t as pushy as sales calls or as time consuming as presentations. They give corporate decision-makers a tantalizing glimpse into what your product might offer them, while also laying the foundations for what could grow to be a valuable business relationship.

B2B 20
article thumbnail

Brick & Mortar Retail Relevance: How to Stay Ahead of the Curve

Speaker: Jay Black, Senior Account Executive

Let's set the record straight: in-store retail isn't dead - it's evolving! Faced with the digital age and the demands of omnichannel shopping, some retailers are thriving while others are struggling to adapt. Join Jay Black in this exclusive session as he explores the strategies that set successful stores apart, including: Crafting unique and unforgettable in-store experiences 🛍️ Mastering the art of retail demands 🛒 Navigating inventory challenges in today's climate 📦 an

article thumbnail

5 Top Customer Service Articles For the Week of March 19, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. (Adweek) Consumers are demanding multichannel options that are easier to use.

article thumbnail

Communities Get Results—You Can’t Escape the Facts!

Verint

I recently participated in an escape room team-building exercise with several of my peers and executive sales leaders. For those not familiar with Escape Room, it is a physical adventure game in which players work to solve a series of puzzles and riddles using clues, hints and strategy to complete the objectives at hand. The objective at hand is often to find a specific object and then find the code or key to escape one or more rooms within a set time limit.

article thumbnail

A 360-degree View of the Customer – Finding Marketing Zen

Blueshift

In this post, we’ll explain what we mean by a 360-degree customer view, what it enables, and how we went about doing this at Blueshift. This post is the first in a multi-part series that looks at key innovations in the Blueshift platform. The 90/20 Reality of Marketing and the Single Customer View David […].