Customer Bliss
DECEMBER 12, 2018
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
NICE inContact
DECEMBER 12, 2018
Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service from inbound contact centers and are willing to switch from companies that provide poor service.
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Oracle
DECEMBER 12, 2018
Today’s customer journeys span multiple touchpoints. That’s why business unit integration is such a popular topic of interest: marketing, product development, IT, CX, and engineering must all collaborate to deliver compelling experiences. With this perspective in mind, augmented reality (AR), with its capability to deliver an enhanced buying experience, is a customer experience powertool.
Kristina Evey
DECEMBER 12, 2018
Shownotes #27… Does Your Culture Enable and Empower the CX? Culture – it’s simply the way things are done within … Read More Episode 27 – Does Your Culture Empower Great Customer Experiences? The post Episode 27 – Does Your Culture Empower Great Customer Experiences? appeared first on Kristina Evey. Shownotes #27… Does Your Culture Enable and Empower the CX?
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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.
NICE inContact
DECEMBER 12, 2018
Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier. . Maintain regulatory compliance.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
datastax
DECEMBER 12, 2018
The DSE OpsCenter Backup Service provides the flexibility and peace of mind to create, schedule, and manage backups and restores across all registered DataStax Enterprise (DSE) clusters with different backup destinations. Based on your feedback, we have incorporated three key enhancements to the Backup Service in OpsCenter 6.7 that we’re excited to share with you. 1.
Eptica
DECEMBER 12, 2018
Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. Author: Pauline Ashenden - Marketing Manager All businesses are focusing on digital transformation as they endeavor to become more agile and fast-moving, embracing digital channels to compete against new entrants in changing markets.
The DiJulius Group
DECEMBER 12, 2018
Here are the 10 short videos on Customer Service that everyone in your organization should watch. Subscribe to The DiJulius Group’s YouTube channel for more great content! 1. Meet as Strangers, Leave as Friends 2. The 4 Most Powerful Words You Can Say or Hear 3. The ZAPPER! Read Full Article. The post The Best Customer Service Videos To Share With Your Team appeared first on The DiJulius Group.
One Millimeter Mindset
DECEMBER 12, 2018
Customer retention is a business growth, expansion and sustainability strategy. Yes, sales people usually get all the glory. However, in reality, customer retention is firmly in the hands of everyone else in the organization who usually is not part of the customer acquisition process. Those of you who read my blog know that I work with organizations and associations like yours, who want to leverage a more profitable workforce to retain the customers and membership you work so hard to win.
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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.
NetBase
DECEMBER 12, 2018
With increasingly discerning shoppers, shifting audience segments and experiential marketing on the rise, High Street has more than a few challenges to face. Our 2018 European High Street Social Sentiment Report analyzes social sentiment of 29 popular chains and an overview of the category, with insight around indicators that all brands must pay attention to, starting now!
Ann Michaels and Associates
DECEMBER 12, 2018
In today’s digital world, people are spending more time online as screens become larger, web connections faster, and more people own smartphones. With so many online businesses vying for a customer’s attention, brands need to focus more than ever on making meaningful connections to stand out. Companies that singularly focus on digital tools but do not invest in the customer experience can expect to fall behind.
Confirmit
DECEMBER 12, 2018
A couple of weeks back, we headed to sunny Stockholm to chat all things Customer Experience alongside other CX aficionados at the CX Transformation: Nordics event. The event brought together speakers from the likes of Sky, Uber and of course Confirmit, to discuss the transforming CX horizon. As digitalization and automation begin to enter the minds of CX strategists, things are getting ever more complex and have left many uncertain on what the future of CX should look like.
Genroe
DECEMBER 12, 2018
There’s a ton of information out there on how you can best market your product or service. But most of this information isn’t targeted to B2B, instead focusing on B2C businesses. The good news is that there is plenty of cross-over. But how do you know what works for B2B and what doesn’t? Well as […]. The post Tested B2B Marketing Ideas You Can Use Today appeared first on Genroe.
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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,
kommunicate
DECEMBER 12, 2018
As a designer building a Customer Support Saas product, one thing that really hit me early on is how similar the basics of Customer Support and UX are. Being in a lean team, I have had the opportunity to collaborate with people from different roles. It helps us build and ship features that matter within a short period [.]. The post Customer Support and UX: Two Sides of the Same Coin?
Connective DX
DECEMBER 12, 2018
The holidays are a time for giving, so our own Pete Navarra decided to give the gift of knowledge to Sitecore users!
Market Strategies International
DECEMBER 12, 2018
Insights Powered by Cogent Reports™ Ready-to-act Investors Reacted to Positive Market Environment in Q3 2018No one appreciates being told that they “are overreacting,” especially in the midst of expressing a big emotion.
Chadwick Martin Bailey
DECEMBER 12, 2018
In today’s digital world, there are innumerable ways to reach your customers. It’s critical to know where, when, and how your brand is performing so you can prioritize your marketing resources and investments accordingly—where is your brand resonating most with consumers? Traditional brand tracking gets at this somewhat with questions like , “Which of the following brands, if any, do you recall seeing an advertisement for in the last three months?
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.
Talkdesk
DECEMBER 12, 2018
Tucows is a leading internet services provider with thousands of customers and millions of end users around the globe. Tucows grew from a small startup in 1993 to become the world’s largest wholesale domain name registrar. They believe that “The internet is the greatest agent for positive change the world has ever seen.”. The company is growing rapidly, but must stay agile enough to offer a world-class customer experience in the midst of fast growth and continually changing business needs.
Forrester's Customer Insights
DECEMBER 12, 2018
Every company needs edge computing on its technology roadmap starting in 2019. While many of you may see edge as exclusive to IoT, its value is much wider and will prove as critical to driving up customer experience as content delivery networks (CDN) were in the early days of the Web. Which explains why you […].
Dapresy
DECEMBER 12, 2018
Dapresy is proud to announce the new ‘My Stories’ module, a radical new way of presenting and sharing your data. ‘My Stories’ is a personalized library, allowing end users to create beautiful, customized report decks from any page and filter combination in a Dapresy Pro dashboard or report. The possibilities are limited only by your imagination. For example, with ‘My Stories’, a product manager might easily build an Executive Summary deck for online presentation during a meeting, or for later em
CSM Magazine
DECEMBER 12, 2018
Now that mobile-only customers seem to be outnumbering desktop-only ones, many users and businesses find themselves at a crossroads, as they have to choose between different IT communication strategies. Many businesses are faced with a dilemma – whether they should choose a mobile app or a mobile site. In fact, there are good and bad things about either, as what works great for some customers may not work at all for others.
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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.
Uplight
DECEMBER 12, 2018
Today, business customers look to their utility for more than just a monthly bill. They expect an energy partner to help them make informed energy management decisions. This creates a challenging job for utility Account Managers tasked with building relationships and driving program participation among this diverse customer segment. Most have already tackled engagement with the low-hanging fruit, the largest 10% of business customers, by delivering one-to-one account management and energy advice
Qualtrics
DECEMBER 12, 2018
At first glance, AI and HR seem to be polar opposites. After all, how could a function that includes the word human in its name use technology that’s artificial ? If you dig deeper, though, you see how AI could transform the HR profession into what most HR professionals wish it to be. One that focuses squarely on the experience of prospective, new and current employees, rather than completing mundane and repetitive tasks.
Forrester's Customer Insights
DECEMBER 12, 2018
Every company will face disruption from new market entrants and innovations that seek to solve some of the world’s most difficult issues. To get a sense for the potential impact of such innovation, a new Forrester report, “Disruptive Innovations Are Happening In Every Industry” by James Staten and Michele Pelino is a must-read for CIOs […].
Qualtrics
DECEMBER 12, 2018
What is your ‘why’? Why do you do what you do… ‘Why’ is one of my favourite words. I love to understand people. You can learn a lot if you really listen to what people have to say and understand the meaning behind it. I’m curious by nature from both a learning aspect and from a people aspect. Early in my career I realised that helping people grow on both a personal level and a professional level is something I deeply care about.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Forrester's Customer Insights
DECEMBER 12, 2018
Online video offers marketers and media firms an immersive and interactive form of communication with targeted user groups. Google is constantly refining its content acquisition and delivery tools to grow its YouTube revenue. Three Chinese digital giants — Baidu, Alibaba, and Tencent (BAT) — are investing aggressively on their online video platforms, namely Baidu’s iQiyi, […].
Playvox
DECEMBER 12, 2018
How do you measure the quality of the service you offer across channels?
MyCustomer
DECEMBER 12, 2018
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