Experience Investigators by 360Connext
JANUARY 11, 2017
Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers. After all, an honest complaint is a great opportunity to improve the experience, so we should see each […].
Vonage
JANUARY 11, 2017
There’s a natural tendency for human beings to grow accustomed to any condition–positive or negative–over time. This is called the psychological principle of “hedonic adaptation.” . As a positive force, hedonic adaptation is a very good thing if you lose a job (or even a leg); it helps you to accept and ultimately adapt to your new situation. As a negative force, it’s to blame for such consequences as the fabled seven year itch, and the fact that catchy new songs become irritating not-so-new
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CX Journey
JANUARY 11, 2017
I originally wrote this post for CXpert. It appeared on their blog in August, 2016. I'm often asked about the future of customer experience: What does it look like? What will companies focus on this year? What advancements have we seen or should we expect to see? What are the latest tools to help companies improve the experience? For this post, it's the latter I'll address.
Kerry Bodine
JANUARY 11, 2017
At Kerry Bodine & Co., we’re ushering in 2017 with a bang! I’m thrilled to announce the following updates: Website! If you’re reading this post, you’re on our new website. Our site now features the “& Co.” part of our organization (yay, Amelia !), actually describes our consulting services (imagine that), and provides access to resources like eBooks and templates.
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Beyond Philosophy
JANUARY 11, 2017
Back in November, Hertz rental car shares fell sharply when the huge rental car company slashed its profit forecast for the year. Hertz (which also owns Dollar and Thrifty) blamed it on vehicle depreciation, but depreciation may be the least of the rental car industry’s worries as we move into 2017. Over the past several months, I’ve become a fan of Uber and Lyft.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Clicktools
JANUARY 11, 2017
We are happy to announce the immediate availability of the Clicktools API (beta). With the proliferation of application programming interface (API) technology, it’s now possible to enable communication between disparate applications. Doing so increases their value by creating platforms or ecosystems. In fact, the term “API Economy” emerged to describe how APIs can positively affect an organization’s profitability.
LiveChat
JANUARY 11, 2017
The new year brings new challenges you need to face when it comes to helping your customers. Have you already made some plans on how you want to approach your customer service in 2017? One metric that you can’t go wrong with is first contact resolution. In today’s post, I’ll discuss why first contact resolution is so important , why it should be your main goal to improve it in 2017 and how you can go about doing that.
Natalie Petouhof
JANUARY 11, 2017
Tweet Alexa Voice Service (AVS) is the software that allows owners to control compatible devices with their voice. From the various reports it was estimated there were 700–1,100 Alexa-controllable products at CES. And the Amazon / Alexa logo was everywhere at CES. Is the Age of George Jetson here? In a smart home, everything from the the HVAC to the TV to window shades can be controlled.
Clarabridge
JANUARY 11, 2017
Are you wondering where 2016 went? So much happened in the past year, there’s a good chance you didn’t get everything done that you were planning. You may even have missed some of the top CX reads from Clarabridge. So, in case you missed it…. Customer Journey Map Template. Building a customer journey map is one of the first steps toward effective customer experience management, but it’s hard to know where to start.
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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.
The DiJulius Group
JANUARY 11, 2017
Accidents Happen A sleeping passenger, on an American Airlines flight, was suddenly awoken after an out of control, speeding beverage cart, smashed into him. The beverage cart, that was supposed to be safely latched & stowed in the first class galley for takeoff, somehow went rogue, got loose and flew down 30 feet, making it […].
dscout People Nerds
JANUARY 11, 2017
Participants on a mobile app are like strangers on a train.
Brad Cleveland Blog
JANUARY 11, 2017
The post Improving ROI on Quality Monitoring appeared first on Brad Cleveland.
Amity
JANUARY 11, 2017
Based in Berlin and San Francisco, test IO pioneered continuous testing for agile software development teams. By connecting its customers with thousands of professional software testers around the world, test IO gives teams near-instant real world test results on any device. Hundreds of customer-obsessed organizations -- and their developers, quality assurance engineers, and product managers -- rely on the power and flexibility of test IO’s self-service platform to ship their software fast
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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,
Experience Matters
JANUARY 11, 2017
It’s always interesting to see what people are reading, so I periodically share a list of our most popular posts. Below is a word cloud made from the titles of the 25 most-read posts from Customer Experience Matters in 2016. As you can see, there was a lot of interest in Net Promoter Score, infographics, and emotion. Here are […].
Experience Matters
JANUARY 11, 2017
It’s always interesting to see what people are reading, so I periodically share a list of our most popular posts. Below is a word cloud made from the titles of the 25 most-read posts from Customer Experience Matters in 2016. As you can see, there was a lot of interest in Net Promoter Score, infographics, and emotion. Here are […].
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.
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