InMoment XI
AUGUST 9, 2016
Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes.
ijgolding
AUGUST 12, 2016
The truth – something most humans would HOPE they are surrounded by, yet in reality are rarely exposed to. From politicians; to acquaintances (and sometimes friends); to family – the majority of people in the world will regularly be either the deliverer or receiver of a white lie. Whilst it is difficult to deny that politicians are perhaps the most frequent exponents of the ‘mistruth’ , there are others who are possibly even more prolific at ‘pulling the wool’
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Kayako
AUGUST 11, 2016
This is a guest post by Maria Lebed , Customer Support Adovcate and Writer at Provide Support. No doubt, live chat has many benefits not only to the customer, but to a business also. There’s many conveniences involved with providing a live chat service: Live chat is cheap. It costs companies $5-30 for each inbound phone call to a customer service rep.
Alida
AUGUST 8, 2016
The following is an excerpt from Winning the Research Revolution , an e-book exploring how technological changes pose both a threat and an opportunity for the world of research. Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher.
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.
InMoment XI
AUGUST 12, 2016
Over the last few weeks, I’ve had to make a couple of calls to one of those companies that we all use and do not have to call very often. It doesn’t really matter which company it was or what industry, as the experience is universal. In this short space, I’m going to talk about one of. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
AUGUST 11, 2016
Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR “high […].
ijgolding
AUGUST 9, 2016
I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference. Those of you who may have read some of my articles will know that whilst I will agree with as many perspectives as I may disagree, I am always fully comfortable respecting the opinions of others.
InMoment XI
AUGUST 12, 2016
Over the last few weeks, I’ve had to make a couple of calls to one of those companies that we all use and do not have to call very often. It doesn’t really matter which company it was or what industry, as the experience is universal. In this short space, I’m going to talk about one of.
Experience Matters
AUGUST 9, 2016
I’m having a great time in Australia, enjoying the country while (hopefully) sharing some strong CX skills and knowledge during events in Sydney and Melbourne. One of the things that I noticed in Sydney were the road signs. Here’s an example. The signage answers the basic question (it’s Yurong Street), and additionally it answers other questions for people […].
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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.
Customer Bliss
AUGUST 11, 2016
Personally, I mostly tend to respect MBAs when they enter a business. There are dangerous elements to what we teach MBAs , yes — it’s possible to create a culture where everyone is trying to “make the quarter,” and that’s not necessarily the best recipe for long-term growth — but in general, MBAs are smart, capable people.
Michelli Experience
AUGUST 10, 2016
I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats.
InMoment XI
AUGUST 12, 2016
Over the last few weeks, I’ve had to make a couple of calls to one of those companies that we all use and do not have to call very often. It doesn’t really matter which company it was or what industry, as the experience is universal. In this short space, I’m going to talk about one of.
CX Journey
AUGUST 11, 2016
Today I'm pleased to share a guest post by Ben Motteram , aka CXpert. His post includes an interview with Olivia McMillan of REA Group. CX Journey delved into the concept of lean management a few weeks ago. At its core, lean management is about maximising customer value while minimising waste. It originated as a manufacturing process in Toyota after the Second World War and has since been adapted beyond manufacturing to software development, logistics and distribution, retail, healthcare, constr
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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
Experience Investigators by 360Connext
AUGUST 9, 2016
A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages of process flows outlining what they believed to be the processes which interacted with customers. […].
InMoment XI
AUGUST 9, 2016
Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article.
Calabrio
AUGUST 12, 2016
Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practice that most, if not all, contact center leaders rely on to measure agent performance and ensure quality customer service. Still, it’s also rather limited in what it can tell you about the overall state of your contact center.
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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?
Comm100
AUGUST 11, 2016
There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. Luckily, an operator with the right skills can handle multiple channels like a champion. The following list will provide you with 20 skills that customer service operators need to strengthen support across channels. While many of the following skills are considered “soft skills”, like optimism and honesty, they are still skills we believe all operators can
Win the Customer
AUGUST 10, 2016
We’ve all heard the all saying that “the customer is always right”, but is the customer really always right? Of course! Here are four reasons why: The Customers Make the Business. One reason that many businesses still go by the “customer is always right” standard is that they know how important their customers are. A business without customers is just a group of people pitching a product to deaf ears.
InMoment XI
AUGUST 9, 2016
Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes.
Beyond Philosophy
AUGUST 10, 2016
There is a shift in power for Telecoms in the Asia Pacific region toward the consumer. It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Are you ready? A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with the
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.
CX Journey
AUGUST 9, 2016
Question everything! Last week I wrote about catalytic questioning , a concept derived by Hal Gregersen, a wise man who focuses on innovation, disruption, and questioning the norm in order to wreak havoc on the status quo. I know. Some people say that "disrupt" is an over-used, cliche business term. I disagree. At any point in time, we are either disrupting or being disrupted.
Wired and Dangerous
AUGUST 8, 2016
Customers have changed! 60% of customers have higher expectations for customer service now than they did just one year ago. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy. Forty four percent of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up!
OpinionLab
AUGUST 12, 2016
In today’s web space, you have an arsenal of applications at your disposal to help you measure, diagnose and improve customer experience. And, almost all clients I work with don’t shy away from using the “next great thing” to hit market. I’m willing to bet you’re currently running at least one analytics tool, a session replay tool, a VoC tool as well as a market research tool on your web platform.
Beyond Philosophy
AUGUST 8, 2016
Right now, people from all over the world are leaving their schedules, their responsibilities, and their diets at home and getting away for much-needed rest. If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? Or will you be too busy to anticipate their needs?
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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,
Customers That Stick
AUGUST 8, 2016
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ShepHyken
AUGUST 12, 2016
This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. – Shep Hyken. For those on the front lines of customer service, perhaps the only constant is variability.
transcosmos Information Systems
AUGUST 8, 2016
Regardless of size and industry, businesses should make IT infrastructure management one of its top priorities, especially in today’s highly digitized world. In a survey by Fuse Technology Group , small business continues to increase their future investments in terms of IT infrastructure, specifically in business management software (50 percent), data analytics (43 percent), mobile devices (37 percent), social media (36 percent), and cloud computing (34 percent).
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