InMoment XI
AUGUST 15, 2016
The concept of improving customer experience is not a new one, but it is certainly gaining more popularity, as every business is looking for more and more effective ways to improve their operations, which will eventually increase their revenue. In the early days of the Internet era, for a business to follow modern trends, it.
Vonage
AUGUST 30, 2016
Are you heading to Dreamforce? It is one of NewVoiceMedia’s biggest annual events. In fact, we always seem to grow our Dreamforce presence year over year – bigger parties, bigger sponsorship and bigger customer showcases. And this year promises to be our biggest Dreamforce yet. We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details.
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GetFeedback
AUGUST 25, 2016
Customers want personalized experiences with companies. Omni-channel customer support improves the customer experience one ticket at a time.
NICE inContact
AUGUST 30, 2016
This year’s inContact User Conference (ICUC) is almost one month away and we want to prepare you for the extensive learning opportunities, networking and fun that are about to take place! ICUC is consistently an industry standout and this year is no exception. The lineup of distinguished speakers, exceptional training sessions, and hands-on workshops will provide you with instrumental tools to lead your organization into the future.
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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.
Experience Matters
AUGUST 30, 2016
In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
AUGUST 18, 2016
Recently, a large auto OEM uncovered data strongly suggesting that their competitors were outselling them with women. Of course, the first move of any auto OEM is to make changes in their advertising and marketing. But what about the disconnect occuring at the auto retail level…the CX level? That’s a real challenge, because OEMs have. View Article.
Steve DiGioia
AUGUST 29, 2016
Never take your existing employees for granted This original article was written by Steve DiGioia. The schoolyard created natural leaders. They were the ones that chose the teams. They were the first ones at bat, their friends sided with their opinions and they led the way with their rebellious streak. You can spot them a mile away. In business it’s not always that easy to find a leader.
Omnicus
AUGUST 31, 2016
A 2015 study by the Ponemon Institute found that 47% of data breaches are caused by malicious or criminal attacks. In addition to making you sit up straight, that fact should it clear that you need to prioritize your contact center security. You have established your CRM and picked a cloud-based solution. Now, you need to focus on contact center security.
GetFeedback
AUGUST 23, 2016
Poor survey design yields fewer responses, leaving you with bad data that can lead to bad decisions. Here are 5 tips for designing surveys for success.
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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.
Storyminers
AUGUST 31, 2016
Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing economic outcomes at the same time.
NICE inContact
AUGUST 11, 2016
For over 70 years, Mitchell has been helping insurance companies and car repair shops in North America figure the cost of getting a vehicle and person from wreck to recovery. The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently. Mitchell empowers their clients to improve business performance and customer outcomes by providing them with smart technology solutions, deep industry expertise and conne
InMoment XI
AUGUST 18, 2016
Recently, a large auto OEM uncovered data strongly suggesting that their competitors were outselling them with women. Of course, the first move of any auto OEM is to make changes in their advertising and marketing. But what about the disconnect occuring at the auto retail level…the CX level? That’s a real challenge, because OEMs have.
C3Centricity
AUGUST 25, 2016
All businesses want to be competitive, and yet too many lose out by forgetting some simple elements of modern marketing. Therefore I decided to write this post to remind us all how easy it is to miss some of the basics. Product. Some facts about today’s market to start with. Products today are more similar than different from each other. It is the brand that provides differentiation in most cases.
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.
Omnicus
AUGUST 24, 2016
Without the right management, your contact center will not run at peak performance. Great contact center management leads to a great experience for the customer. However, poor management means your agents won’t be serving customers to the best of their ability. Also, your overall CRM model will suffer. Reducing attrition and increasing cross-department collaboration will improve your contact center.
GetFeedback
AUGUST 25, 2016
Customers want personalized experiences with companies. Omni-channel customer support improves the customer experience one ticket at a time.
Storyminers
AUGUST 30, 2016
Every once in a while, you come across a customer experience that just stands out for being so good. That happened to me as a consumer this summer and I wanted to share it with you. My 14-year-old daughter is in her first year of high school in an IB (international baccalaureate) program. Her summer work included brushing up on her Spanish. We ordered the suggested textbook and companion listening exercises workbook from a third-party book reseller.
NICE inContact
AUGUST 25, 2016
According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. While the silos generally can’t be knocked down, … they can be bridged at three critical points: user experience, process and data”.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
InMoment XI
AUGUST 18, 2016
Recently, a large auto OEM uncovered data strongly suggesting that their competitors were outselling them with women. Of course, the first move of any auto OEM is to make changes in their advertising and marketing. But what about the disconnect occuring at the auto retail level…the CX level? That’s a real challenge, because OEMs have.
Kayako
AUGUST 25, 2016
This is a guest post by Puneet Kataria , the founder of Promoto. The Word of Mouth Marketing Association found that word of mouth drives an estimated $6 trillion in annual consumer spending. It is no surprise that every business dreams of achieving this state of nirvana: converting every customer into a passionate brand advocate. Brand advocates are customers who passionately and proactively recommend your brand to anyone and everyone within their circle of influence, without any expectations i
Comm100
AUGUST 24, 2016
We all want our customers to be happy with our products and services. Ideally, they would all be willing ambassadors for our company: happily harnessing the power of social media to recruit other customers; freely place banner ads for our businesses outside their homes; become international celebrities; and prominently display our products during their frequent Tonight Show appearances.
Experience Matters
AUGUST 24, 2016
Why do employees leave their companies for another job? To examine this question, I tapped into our Q3 2015 consumer benchmark study which included more than 5,000 U.S. full-time employees. The analysis compared two groups of employees, those who were likely to look for a new job in the next six months and those who […].
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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?
Storyminers
AUGUST 31, 2016
Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing economic outcomes at the same time.
NICE inContact
AUGUST 16, 2016
While preparing this blog, I kept thinking about Millennials. Everyone’s talking about them. They’re the driving force behind customer experience transformation because they have been raised with a digital sensibility. My first Millennial had a mobile phone by the age of 12 and a smartphone at 16, and that was a few years ago. My second got her first smartphone even earlier, at 14.
Vonage
AUGUST 22, 2016
The Olympic Games are a global celebration of challenge, performance and achievement. Around the world, viewers thrill to see who takes home the Bronze, Silver and Gold. I enjoy looking deeper, silently granting “Personal Diamond Awards” to anyone who goes faster, higher or longer and achieves a “personal best.”. What would the Olympics be like if we officially included the Personal Diamond Awards?
Kayako
AUGUST 18, 2016
Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. That is, you need to sit down and clearly define the roles and responsibilities of a job by writing a job description. A good customer service job description—one that will get you qualified matches—accomplishes the following: Describes what the job entails.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Experience Investigators by 360Connext
AUGUST 22, 2016
There’s a joke about being at the top at any small business. The title of founder or president, in its deceptively simple way, covers a multitude of jobs. You can’t just run the business by doing the work, you have to run the business by stepping in as chief technology officer, chief financial officer, chief marketing officer, […].
Experience Matters
AUGUST 22, 2016
In case you missed it, we labeled 2016 as The Year of Emotion in our annual listing of CX trends. To help organizations better understand customer emotions, we created the Intensify Emotion Movement. Why did we put so much of a focus on emotion? Because it drives loyalty. We tapped into our recent consumer benchmark study to […].
Storyminers
AUGUST 30, 2016
Every once in a while, you come across a customer experience that just stands out for being so good. That happened to me as a consumer this summer and I wanted to share it with you. My 14-year-old daughter is in her first year of high school in an IB (international baccalaureate) program. Her summer work included brushing up on her Spanish. We ordered the suggested textbook and companion listening exercises workbook from a third-party book reseller.
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