InMoment XI
MAY 4, 2016
This is the 27th year of the AMA’s Advanced Research Techniques (ART) Forum, where academics and practitioners discuss the latest developments in marketing research and analytics. MaritzCX experts Kurt Pflughoeft and Sharon Alberg have been invited to present at this year’s conference. Their session “Exploiting Data Blending to Create More Powerful Linkages” showcases how.
Storyminers
MAY 4, 2016
[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years. And when researchers analyzed the experience and revenue data from two $1 billion+ companies for a recent study published in the Harvard Business Review , they found that: In transaction-based businesses , customers
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InMoment XI
MAY 4, 2016
This is the 27th year of the AMA’s Advanced Research Techniques (ART) Forum, where academics and practitioners discuss the latest developments in marketing research and analytics. MaritzCX experts Kurt Pflughoeft and Sharon Alberg have been invited to present at this year’s conference. Their session “Exploiting Data Blending to Create More Powerful Linkages” showcases how.
Storyminers
MAY 4, 2016
[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue] Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner, customer experience will be the main battleground for competing companies over the next two years. And when researchers analyzed the experience and revenue data from two $1 billion+ companies for a recent […].
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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,
InMoment XI
MAY 4, 2016
This is the 27th year of the AMA’s Advanced Research Techniques (ART) Forum, where academics and practitioners discuss the latest developments in marketing research and analytics. MaritzCX experts Kurt Pflughoeft and Sharon Alberg have been invited to present at this year’s conference. Their session “Exploiting Data Blending to Create More Powerful Linkages” showcases how.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
SuiteCX
MAY 4, 2016
There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.
Beyond Philosophy
MAY 4, 2016
A London restaurant brings naked dining to the city. Will this bring a totally new meaning to the term The Naked Chef normally associated with Jamie Oliver and a whole new concept in customer experience. London Restaurant Brings a Different Customer Experience. Forbes reports that London pop-up restaurant guru Sebastian Lyall has announced a new eatery, slated to open in June.
SuiteCX
MAY 4, 2016
There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.
iPerceptions
MAY 4, 2016
Modern marketers have plenty of responsibilities to juggle, and tracking customer experience trends is all part of a day's work. Only by staying in the CX loop can marketing teams push the boundaries of what is possible and rise above the competition. But with so many developments taking place in this realm, marketing pros could use a helping hand to stay informed.
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.
Amity
MAY 4, 2016
SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. There are numerous tools available that work with your budget while still helping to optimize the efficiency of your workflow.
Genroe
MAY 4, 2016
One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of our 150 staff have been paid, which before a long weekend, is a disaster”. It was just the start of a huge service outage where 275,000 individual payments failed, leaving, […].
Helen Dewdney
MAY 4, 2016
Sainsbury’s Preliminary Results for the 52 weeks to 12 March 2016 show underlying profit and earnings per share are down this year versus last year. Underlying Group sales were down on the previous year down from £26,122m to £25,829m. The next quarter, in particular, may show a further decline as Sainsbury’s takes some risks. CEO Mike Coupe says “The market is competitive, and it will remain so for the foreseeable future.
Bold360
MAY 4, 2016
Proactive customer engagement is the process of using social media and other channels to engage with existing and prospective customers. The goal of this approach is to head off potential problems that contribute to customer churn, solve challenges, and meet needs with relevant content and interactions that increase customer loyalty and drive business results.
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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.
Think Customers
MAY 4, 2016
Adblock Plus, the company that has built a business on helping readers avoid ads, has a new payment system in the works. Later this year, Adblock Plus will launch a new feature that allows users to tip the websites they visit. Its objective is to "revolutionize web monetization" by eliminating most ads and instead have readers pay publishers. Adblock Plus will take a cut of the profits, of course.
Avaya
MAY 4, 2016
Mother’s Day is the one day in the U.S. when the most phone calls are made. According to this cool Mother’s Day Facts site, 122 million calls are made to mothers on Mother’s Day in the United States alone. Considering there are only 85 million mothers in the U.S., Mom must be pretty busy taking calls from her multiple children, and Dad must be busy making reservations at the favorite family restaurant (Mother’s Day remains the top holiday for dining out).
Provide Support
MAY 4, 2016
Key Aspects of Customer Service Agent Training. Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. The need is becoming more acute and palpable. According to Gartner , by 2017, 50% of consumer product investments will be redirected to customer experience innovations.
Avaya
MAY 4, 2016
With happiness being a key focus in Dubai, government agencies are looking towards contributing to the goal of raising the quality of life of customers and ensuring public happiness. These agencies are quickly realizing that the key to delivering a better and more personalized experience is technology. Using the latest services and solutions paves the way to guaranteed customer retention and loyalty.
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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.
COPC
MAY 4, 2016
The Business of Customer Experience Operations. Hi, I’m Judi Brenstein, vice president, client solutions, COPC Inc. I get the opportunity to travel the country and speak with industry leaders in customer contact centers and other customer experience operations. On a recent flight home, I was reflecting on the themes that I have been hearing. A few topics have continued to come up in my conversations, so I thought I would share them with you: PCI Compliance: One of the things that I continue to h
Avaya
MAY 4, 2016
As the week kicks off, we are greeted with yet another network security breach making headline news. The story comes from Bangladesh’s Central Bank, where hackers failed in their “e-heist” to transfer $951M of funds, yet still managed to make off with a cool $81M, which they moved to the Philippines and then funneled towards Casinos there. A security investigation blamed the breach on lack of basic security infrastructure – No firewalls, and outdated second hand switches.
Talkdesk
MAY 4, 2016
Opentalk, Talkdesk’s customer experience summit is fast approaching. (May 17th here we come!) In preparation, Talkdesk Senior Manager of Field Marketing Leah Kahn has been interviewing a handful of speakers for the upcoming event. Her mission is simple: Chat with customer experience thought leaders about everything but customer experience. So far, she’s spoken to Gainsight CEO Nick Mehta about string theory and LinkedIn Team Leader John Mayhall about baby swaddlers.
The DiJulius Group
MAY 4, 2016
My medical care is excellent but the customer service stinks John Stossel wrote his most recent blog from New York-Presbyterian Hospital where he is being treated for lung cancer. Stossel is the host of “Stossel” (Fridays at 9 PM/ET), a weekly program highlighting current consumer issues and appears regularly on the Fox News Channel. Here […].
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Avaya
MAY 4, 2016
With tough economic conditions, high crime rates are adding to a climate of risk and uncertainty. While CCTV systems are support to protect schools, banks and other public facilities, is the answer as simple as just adding more cameras? How are CCTV systems making us more secure? We sat with Jean Turgeon and spoke about CCTV, crime and whether anyone has the lethal tech combination to fight crime.
LiveChat
MAY 4, 2016
Harvey Specter is a bad-ass. The one that all salespeople want to be. At least the ones that want to be incredibly successful, win big and don’t let their competition get ahead. For those who don’t know, Harvey Specter is a senior partner in the fictional law firm Pearson Hardman, in the critically acclaimed law drama – Suits. The show is thrilling and smart, and you can actually learn a thing or two from it.
Eptica
MAY 4, 2016
Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. Author: Pauline Ashenden At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service. For example, Forrester found that 55% of US adults say they are likely to abandon their online purchase if they can’t find a quick answer to their question.
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