Beyond Philosophy
OCTOBER 18, 2019
We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them. We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service.
Customer Bliss
OCTOBER 18, 2019
In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. Bel Brands is the world’s third-largest branded cheese company, and the leader in sing-serving cheese portions. You may be familiar with some of their brands, Babybel, The Laughing Cow, and Boursin. As CCO, Curt has a holistic leadership position over the sales and customer department, focusing on earning the right to organic, sustainable growth.
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ShepHyken
OCTOBER 18, 2019
This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy. In my new book, The Intention Imperative , I explain how to design and deliver for positive emotions.
NICE inContact
OCTOBER 18, 2019
At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? The traditional example is an inbound phone call. But in today’s digital first world, that definition also includes combinations of Chat, SMS, Email, and various digital engagement channels like Facebook Messenger, WhatsApp, etc.
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Uniphore
OCTOBER 18, 2019
You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary. While some of the easy calls have been diverted to self-service channels, contact center agents are finding themselves fielding more complex call types and often dealing with grumpier customers on the other line who just fini
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
OCTOBER 18, 2019
What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it. Airbnb has over seven million listings in 100,000 cities worldwide and reported revenues of $1 Billion (with a b) in the second quarter of this year. They are so successful; they have plans to become publicly traded in 2020.
NICE inContact
OCTOBER 18, 2019
NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth. Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. Not only that, but we’ve also been evaluated as a Leader in the 2019 Gartner Magic Quadrant for Contact Center as a Service, North America, positioned the highest and furthest overa
Oracle
OCTOBER 18, 2019
The beginning: 1960s and 1970s. Some would say that the history of cloud computing began with Remote Job Entry (RJE) in the 1960s, while others point to terminal computing in the 1970s as the beginning of cloud computing. Others still would say that the most credible claim might be General Magic’s development of Telescript, a precursor to Oracle’s Java , highlighted in the following quote from Andy Hertzfeld in a 1994 Wired magazine article : “The beauty of Telescript, is that
NICE inContact
OCTOBER 18, 2019
Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments. For contact center executives and IT professionals interested in moving from legacy call center software to a modern, open cloud platform, the Gartner Magic Quadrant is a go-to resour
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Wired and Dangerous
OCTOBER 18, 2019
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity. Social or cultural anthropologists seek to understand how a culture, tribe, family or clan link together through language, myths, mores, beliefs, rituals and symbols.
Alliance by IFS
OCTOBER 18, 2019
The Right Field Service Management Solution Yields Long-term, Recurring ROI. According to an ROI study we conducted here at Astea, service leaders who aren’t investing in field service management ( FSM) software could be missing out on a revenue opportunity of $205,335 ? — just in the first year of deployment. To boost profitable growth, you’ll need to improve customer retention, attract new customers, and diversify service offerings to open new streams of revenue.
Feedbackly
OCTOBER 18, 2019
Happiness As A Core Need Happiness is a core need of our human existence. Our purchases and interactions with businesses happen on a daily. The post 4 Steps To Create The Happiest Customers In The World appeared first on Feedbackly.
Strativity
OCTOBER 18, 2019
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. With this first post in our “CX Consulting 101” series, we look at how to gain power from the past, intercept cynical voices, and build organizational alignment to kick off your customer experience transformation the right way.
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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.
Magellan Solutions
OCTOBER 18, 2019
Twenty-three years after HIPAA’s enactment into law, the U.S Department of Health and Human Services’ Office for Civil Rights (HSS-OCR) implements stricter enforcement of patients’ rights to access their information. During the 11th annual HIPAA conference, OCR Director Roger Severino emphasized that “it’s time for serious enforcement, especially when we are moving to a full mobile data cloud age.”.
Call Experts
OCTOBER 18, 2019
Before we explain the cost of IVR systems, we first have to answer “what is IVR?”. . An AI-powered system that interacts with callers can gather information, and report the information to designated locations via email, SMS, or secure portal login. There are two different types of IVR systems that you can implement to support your business: on-premises systems and cloud systems.
ProProfs Chat
OCTOBER 18, 2019
“I want to add live chat to Wix website.” It’s becoming a common statement for business owners today. That’s because they wish to have the best support process on their website. And, what’s better than having a live chat software on the website to streamline customer questions and provide answers in real-time. In case you are one of those business owners who wish to learn how to integrate live chat with Wix, then we have a detailed process in place for you below.
Blueshift
OCTOBER 18, 2019
Marketers are starting to wake up to the next data challenge to tackle: marketers today use less than 50% of their data in their marketing. Why does this matter? After all, given the volume and ever-changing status of useful data, isn’t utilizing half of it somewhat of an achievement? Think again. While it’s unreasonable to […]. The post Data Activation is Underused Fuel for Marketers appeared first on Blueshift.
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
Inbenta
OCTOBER 18, 2019
Inbenta comes equipped with a large and comprehensive Lexicon Dictionary with hundreds of thousands of semantic relationships that model every component of a language and the world that it describes. That makes the AI of Inbenta superior in many aspects, particularly to simplistic, brute-force machine learning approaches, that have to rely on massively large, tagged textual training data, that is often inexistent or not abundant in the corporate world.
NetBase
OCTOBER 18, 2019
When caught in the crosshairs of off-topic brand mentions, it’s important to know what’s happening and why. And having the ability to quickly assess whether your brand should be redirecting or embracing the activity – in real-time, is essential. Otherwise, brands may miss out on monumental marketing moments and/or become aligned with something they never intended!
Inbenta
OCTOBER 18, 2019
The Inbenta Dictionary Builder. We’re pleased to announce we’ve launched a new application called the Inbenta Dictionary Builder. This new application will allow you to manage, optimize and customize the Dictionary used by the linguistic engine (NLP) in your Inbenta instances. If you wish to make changes to the Dictionary while test matching with the Debug Tool, this is now possible thanks to this new application, accessible directly from your Inbenta instance.
Daniel Group
OCTOBER 18, 2019
Welcome to Success Strategies. What scares you about finding out what your customers really think? Negative reviews? What questions to ask, and how many? How to ask them? By phone? Email? Weblink? Let’s start with negative reviews. You need to know what your customers are unhappy about in dealing with you. Quirk’s Media’s article, “ In B2B environments, no news is not good news “, explains the downside of not getting this information from your customers.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
delighted
OCTOBER 18, 2019
When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Net Promoter Score (NPS) vs Customer Satisfaction Score (CSAT) vs Customer Effort Score (CES). So, which is best for you? While NPS, CSAT, and CES all garner feedback about how a customer feels about your company, products, and services, there are nuances that make one better than the other depending on your use case and business goals.
Kustomer
OCTOBER 18, 2019
The concept of omnichannel customer service has been watered down. It’s more than simply communicating with customers on every channel. True omnichannel support ensures seamless transitions and consistent experiences from one channel to the next. Companies providing true omnichannel support are collecting and harnessing the information gained in every interaction across channels to drive stronger, more meaningful customer relationships, increase revenue streams, and improve operational performan
NetBase
OCTOBER 18, 2019
When caught in the crosshairs of off-topic brand mentions, it’s important to know what’s happening and why. And having the ability to quickly assess whether your brand should be redirecting or embracing the activity – in real-time, is essential. Otherwise, brands may miss out on monumental marketing moments and/or become aligned with something they never intended!
Bold360
OCTOBER 18, 2019
The interest in Customer Experience (CX) is only growing day by day, with many companies seeing the opportunity to delight their customers and drive their business forward. However, almost every part of a business impacts the customer experience – from product to marketing to sales to service – which makes it a complicated area to plan for and see improvements.
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
ChurnZero
OCTOBER 18, 2019
Churn Monster #14: Know-It-All Customer. . Hi churn fighters! We have a new churn monster to introduce to you today – a Know-It-All customer. A Know-It-All customer is someone who behaves as if they know everything, and constantly presents their input as though they were professionally trained or have firsthand insight into subjects when it is evident that is not the case.
CSM Magazine
OCTOBER 18, 2019
Ever wondered how you can use AI to improve engagement and satisfaction? Or maybe you’d love to gain more insights into your customers’ behavior? At the upcoming AI for CX Forum, taking place 12-14 th November, over 80+ senior practitioners and heads of customer experience, customer service, customer insight, digital transformation, innovation and AI integration, from a range of industries will be meeting to learn from experts including: Richard Davies, Chief Operations Officer, Revolut.
MyCustomer
OCTOBER 18, 2019
Loyalty The benefits of not saying sorry to customers.
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