Michelli Experience

FEBRUARY 7, 2017

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I am starting to rethink my assumptions and my conclusion.

Customer Service 213

Customer Service Customers Interaction Meeting 213

InMoment XI

FEBRUARY 7, 2017

The market research industry continues to be all abuzz about social media. Will it reshape the industry? Or is it useless as an information source? Most social media analysts believe consumer-generated media will broaden the horizons available to a market research team and insights gleaned from social media intelligence will be an integral part of every.

Social Media 200

Social Media Industry Consumers Marketing 200

Customer Bliss

FEBRUARY 7, 2017

Episode Overview. Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects.

Chief Customer Officer 141

Chief Customer Officer Leadership Analytics Metrics 141

InMoment XI

FEBRUARY 7, 2017

The market research industry continues to be all abuzz about social media. Will it reshape the industry? Or is it useless as an information source? Most social media analysts believe consumer-generated media will broaden the horizons available to a market research team and insights gleaned from social media intelligence will be an integral part of every.

Social Media 200

Social Media Industry Consumers Marketing 200

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Vonage

FEBRUARY 7, 2017

It’s natural to always be on the lookout for ways to improve customer service at your organisation – but, sometimes, we’re so busy looking elsewhere that we don’t recognise what’s right under our own noses. How else can you explain these common customer service mistakes, which are so ubiquitous that many businesses don’t even know they’re doing anything wrong?

Customer Service 120

Customer Service Self Service How To Gamification 120

SuiteCX

FEBRUARY 7, 2017

Current State. We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Your costs are rising faster than your revenue, putting pressure on margins. You’re also faced with new competitors at every turn.

Customer Journeys 109

Customer Journeys Self Service Analytics Exercises 109

ShepHyken

FEBRUARY 7, 2017

Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage. But first… Shep Hyken discusses the power of the customer satisfaction survey.

Self Service 77

Self Service Competitive Advantage Policies Customer Satisfaction 77

SuiteCX

FEBRUARY 7, 2017

Current State. We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Your costs are rising faster than your revenue, putting pressure on margins. You’re also faced with new competitors at every turn.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Heart of the Customer

FEBRUARY 7, 2017

A while ago I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked […]. The post Don’t Forget to Map the Employee Journey appeared first on Heart of the Customer.

Customer Journeys 73

Customer Journeys Insurance Conference Call Center 73

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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

transcosmos Information Systems

FEBRUARY 7, 2017

As a general business practice, organizations need to adhere to industry standards when it comes to setting up their policies, systems, or processes including those related to IT infrastructure services. For IT enterprises, this means putting proper safeguards in place to ensure that your IT framework performs efficiently for your end users. Without a robust IT structure, your business operations will suffer, as well as your service to customers.

Policies 71

Policies Roadmap Software System 71

Heart of the Customer

FEBRUARY 7, 2017

A while ago I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked […]. The post Don’t Forget to Map the Employee Journey appeared first on Heart of the Customer.

Customer Journeys 68

Customer Journeys Insurance Conference Call Center 68

iPerceptions

FEBRUARY 7, 2017

2016 was a big year for digital marketing, but the world is constantly evolving. With innovations and consumer preferences rapidly changing, it's important to operate with a forward-thinking mindset.

Customer Centricity 62

Customer Centricity Innovation Consumers Customers 62

Russel Lolacher

FEBRUARY 7, 2017

What better way to show your customers you care than with a love letter. And it doesn’t just have to be for Valentine’s Day. Oh hello Valentine’s Day. That day when lovers demonstrate their affection with gifts, words of love or events to mark the occasion…or all three. Depending on what you’re into. Well customers also like to feel.

Customers 63

Customers Brands Customer Experience 63

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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

Magellan Solutions

FEBRUARY 7, 2017

Contrary to what some business owners and entrepreneurs think, there are call centers and business process outsourcing (BPO) companies who cater to the needs of small and medium-sized enterprises (SMEs) and start-ups. If your start-up needs professional assistance on customer service, live phone answering and tech support but you don’t know where to get help, you can stop worrying.

Call Center 50

Call Center Social Media Training CRM 50

Avaya

FEBRUARY 7, 2017

If research has shown us anything, it’s that companies across virtually every sector are realigning around digitization. So much so that 80% of companies identify digital transformation as their top strategic priority, and nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021 (compared to 13% currently). Overall, IDC expects spending on digital transformation to surpass $2 trillion by 2019.

Hotels 50

Hotels Guest Experience Hospitality Strategy 50

MyCustomer

FEBRUARY 7, 2017

Engagement How can a customer room solve siloed thinking?

Engagement 84

Engagement Customers 84

Clarabridge

FEBRUARY 7, 2017

With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. What does customer feedback tell us about the healthcare insurance member experience? The news is not good. In this report from industry expert Bruce Temkin, we find that health plan providers are missing the mark when it comes to customer experience.

Healthcare 40

Healthcare Insurance Omni-Channel Industry 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

Talkdesk

FEBRUARY 7, 2017

A phone is a device built for one purpose: communication. But the scope of communications is more broad than it’s ever been. The smart phones in our pockets and purses are not just devices to transfer voices across the miles anymore. These multi-purpose computers can do that, but they also email, pay bills, book services, browse the internet and much more.

Contact Center 40

Contact Center Strategy Multi-Channel Competitive Advantage 40

Clarabridge

FEBRUARY 7, 2017

With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. What does customer feedback tell us about the healthcare insurance member experience? The news is not good. In this report from industry expert Bruce Temkin, we find that health plan providers are missing the mark when it comes to customer experience.

Healthcare 40

Healthcare Insurance Omni-Channel Industry 40

MyCustomer

FEBRUARY 7, 2017

Loyalty. CEM maturity model pt 1: Customer-centric vision.

CEM 49

CEM Customer Centricity Loyalty Customers 49

Verint

FEBRUARY 7, 2017

These days, organizations across all industries need to make good use of their time and resources—and discover ways to strengthen customer relationships. Verint customers have the opportunity to do all three in sunny Orlando, Florida, May 22-25 at the Verint Engage Global Customer Conference.

Conference 28

Conference Engagement Customer relationships Resources 28

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

Brad Cleveland Blog

FEBRUARY 7, 2017

The post The Truth About Objectives for Abandonment appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Video Customer Service 26

Verint

FEBRUARY 7, 2017

Building a great journey map is not easy. In our experience, the best approach is to make the initial investment in a holistic map and its supporting customer data, and then drill down to solve transactional issues in the next phase.

Customer Journeys 26

Customer Journeys Tools Tips Customers 26

Brad Cleveland Blog

FEBRUARY 7, 2017

Contact Center 21

Contact Center Call Center Video Customer Service 21

Confirmit

FEBRUARY 7, 2017

Last month I presented a webinar titled “Too Much Data? Time to Untangle the Web” ( you can watch it on-demand here if you missed it ). During the session, we wanted to get a sense of where our audience stood in terms of their own CX data, so we asked two questions of all those attending. How much CX data does your business have available?

Data 51

Data ROI Touchpoint Customer Journeys 51

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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

Brad Cleveland Blog

FEBRUARY 7, 2017

Contact Center 20

Contact Center Call Center Video Customer Service 20

Michelli Experience

FEBRUARY 7, 2017

Infographics 169

Infographics Customer Service Customers Social Media 169