InMoment XI
DECEMBER 13, 2018
Most of us intuitively know that bringing together data from multiple sources or taking a multi-faceted approach to answering a research question usually yields more impactful results than employing a narrow and focused approach. There is, of course, a place for discrete research projects that can be conducted in isolation and addressed adequately by fielding.
CX Journey
DECEMBER 13, 2018
Image courtesy of Pixabay Today I'm pleased to share a guest post by Liliana Petrov of DoingCXRight that is based on her experience hiring CX teams. This post originally appeared on her site on November 21, 2018. Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years.
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UJET
DECEMBER 13, 2018
Your team hears more direct customer feedback than anyone else in the company—their interactions make up the bulk of the customer experience. Whether they're helping a customer solve a problem, walking through a difficult process or following up on billing, each interaction makes an impact.
Vonage
DECEMBER 13, 2018
Disappointing results on a customer service survey can be more than demoralizing. They can bode ill for future financial results and even directly threaten your livelihood. The problem is unlikely to be the survey design (though that’s possible). More likely, the problem is that you really need to improve! Yet, in the face of poor scores, what happens at many organizations is denial and rationalization.
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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.
Joe Rawlinson
DECEMBER 13, 2018
Marketing has always been one of the most important business drivers, but it evolved in the last couple of decades just to grow bigger and more complex. The result is that now you can hardly win over new customers using generic messages, so it’s crucial to tailor offers and personalize content. By definition, personalization is a marketing strategy by which companies leverage data analysis and digital technology to deliver individualized messages and product offerings to current or prospective c
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alliance by IFS
DECEMBER 13, 2018
IoT. Artificial Intelligence. Big data. These are technology buzz words that can make a real world impact on field service operations and change the entire field services industry. As IoT devices increasingly proliferate around the world and as global IoT markets become dominated by smart cities, industrial IoT, and connected health segments, field services organizations need to understand the IoT ecosystem or they will watch their competitors get ahead of them.
Myra Golden
DECEMBER 13, 2018
Poor listening often leads to customer frustration. When a retail employee merely hears a customer—instead of actively listening to them—they’re less able to determine precisely what that person needs. I designed my Listening class for LinkedIn Learning to help you avoid these kinds of miscommunications. Join me as I go over how important listening is in retail sales, and I share 5 things you most likely didn’t know about listening in retail sales.
One Millimeter Mindset
DECEMBER 13, 2018
These 5 One Millimeter Mindset Collaborative Storytelling Blog posts are focused on helping you “see” your organization’s or association’s stories as vibrant testimonials of how you serve customers. Collaborative storytelling is the hallmark of humanity. Their focus is to make us think about the same things, differently. How we ponder the implications from each enduring heroes’ and heroines’ tale makes a difference in how we approach our lives.
Call Experts
DECEMBER 13, 2018
First impressions always matter, whether in person or over the phone. All callers to your business deserve professional answers and friendly greetings. We always ensure the greetings and answers match your brand. An indifferent receptionist sends the wrong impression. Your customers should look forward to your services and products. Never send your potential or current clients to your competitors because of unfriendly or indifferent phone etiquette.
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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.
iPerceptions
DECEMBER 13, 2018
With Black Friday officially kicking off the holiday season just over a couple of weeks ago, we’re now in the midst of what is the busiest time of the year for many companies.
Alliance by IFS
DECEMBER 13, 2018
IoT. Artificial Intelligence. Big data. These are technology buzz words that can make a real world impact on field service operations and change the entire field services industry. As IoT devices increasingly proliferate around the world and as global IoT markets become dominated by smart cities, industrial IoT, and connected health segments, field services organizations need to understand the IoT ecosystem or they will watch their competitors get ahead of them.
ReviewTrackers
DECEMBER 13, 2018
Increasing the online exposure of a law firm or individual lawyer can be difficult, but the process is getting easier with the help of online reviews. Our own online review survey shows that the legal industry has the second-highest rated average star rating. These high ratings help other consumers who use the Internet to find their own lawyer. Specifically, about one-third of all legal consumers turn to online resources first to find information on attorneys.
Magellan Solutions
DECEMBER 13, 2018
It’s the most wonderful time of the year again. Sparkling lights illuminate streets and parks, malls are brimming with excited and frantic shoppers, and calls continue coming in from customers who would like to order or make a reservation to liquor stores and bars. Alongside the holiday season comes the fact that people are also busy buying gifts, organizing events, attending to different parties, and catching up with friends and loved ones.
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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,
Lithium
DECEMBER 13, 2018
Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. These challenges include: Dynamic scaling for ultrafast response during peak demand. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.
Gainsight
DECEMBER 13, 2018
It wouldn’t be a blog about Information Technology without posting this clip from “The IT Crowd,” but those of us actually in the IT business know that this hasn’t been the role of IT teams in modern companies for years now. It’s still funny, though! The fact that IT has become a lot more than tech support is old news, but you might not realize how much and how quickly the role is still changing.
Ecrion
DECEMBER 13, 2018
Omnichannel. Multichannel. Two of the biggest buzzwords in any industry today. Both provide your company with ways to communicate with your customers. While some businesses throw the words around as though they’re interchangeable, they’re not. In order to get the most out of your customer communications management software, your company needs to know the difference between a multichannel and an omnichannel platform.
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.
Forrester's Customer Insights
DECEMBER 13, 2018
Algorithms are a new design material, affecting UX in the form of news feeds, recommendations and propensity scores. Unfortunately, it’s not all going smoothly… Want to learn more? Please reach out with any questions; I’m always happy to discuss over inquiry.
Lithium
DECEMBER 13, 2018
Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. These challenges include: Dynamic scaling for ultrafast response during peak demand. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.
Bizagi
DECEMBER 13, 2018
“Companies find themselves in a crisis because they can’t respond to change, even if they recognize the need for transformation. This is the age of extreme competition.” – Idris Mootee, Idea Couture. Digital transformation means changing the way your business works, and that means changing the way your people work. “The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn and relearn.” – Alvin To
Lithium
DECEMBER 13, 2018
Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. These challenges include: Dynamic scaling for ultrafast response during peak demand. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer 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.
CustomerSuccessBox
DECEMBER 13, 2018
Upselling strategies can improve your upsell rate drastically, leading to the financial growth of the company. However, we need to start with the basics before we can learn about upselling strategies. What does Upsell exactly mean? According to the Oxford dictionary , Upsell as a verb means ‘ Persuade a customer to buy something additional or more expensive.’.
Lithium
DECEMBER 13, 2018
Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. These challenges include: Dynamic scaling for ultrafast response during peak demand. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.
Ecrion
DECEMBER 13, 2018
Omnichannel. Multichannel. Two of the biggest buzzwords in any industry today. Both provide your company with ways to communicate with your customers. While some businesses throw the words around as though they’re interchangeable, they’re not. In order to get the most out of your customer communications management software, your company needs to know the difference between a multichannel and an omnichannel platform.
Lithium
DECEMBER 13, 2018
Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. These challenges include: Dynamic scaling for ultrafast response during peak demand. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.
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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?
Fox Metrics
DECEMBER 13, 2018
As a marketer, you have to be acquainted with the terminologies and tools that go with working in the field. More often than not, they can be confusing, especially when the same marketers use the words and tools interchangeably. But having a good grasp of your marketing tools will help you do your job better and give you a deeper insight into the customers.
Lithium
DECEMBER 13, 2018
Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. These challenges include: Dynamic scaling for ultrafast response during peak demand. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results.
Forrester's Customer Insights
DECEMBER 13, 2018
With GE establishing a new stand-alone software business, we examine what it means for existing and potential customers of GE Digital and for GE. What we know: December 13th 2018 – GE announces the formation of a new industrial IoT software business with $1.2bn in revenue (based on GE Digital sales). The new IIoT company […].
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