QuestionPro Audience
MARCH 13, 2018
In school, while selecting the captain of sports teams, most of our coaches asked us to call out numbers such as 1-5 (1-n) and the students with a random number decided by the coach, for this instance, 3, would be called out to be the captains of different teams. It would be a non-stressful selection process for both the coach as well as the players.
InMoment XI
MARCH 13, 2018
It has been two weeks since our inaugural APAC CXForum – ‘Creating High Value CX Programs’. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and how can we get people to care’? View Article.
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CloudCherry
MARCH 15, 2018
The customer experience wave has disrupted several industries and Telecom is one of them. Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?) but are making it a point to tell their friends and social connections about their frustrating experiences. Given what’s happening in the market, it is crucial for telecom brands to not go out all guns blazing and pump millions of cash into advertising and marketing to attract new customers.
Experience Matters
MARCH 15, 2018
As you hopefully already know, Temkin Group has labelled 2018 The Year of Humanity. As part of our focus on this topic, we put together this infographic that focuses on how we can Humanize CX. It identifies six fundamental characteristics of human beings—Hopeful, Intuitive, Self-Centered, Emotional, Motivated, and Social—that you need to keep in mind when you’re thinking about your customers and employees.
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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.
QuestionPro Audience
MARCH 14, 2018
What is Simple Random Sampling? Simple random sampling is a subset of a sample chosen from a larger population. Each individual is chosen randomly and purely by chance, such that each individual has the same probability of being chosen at any stage during the sampling process. This process and technique is known as simple random sampling, and should not be confused with systematic random sampling.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kayako
MARCH 14, 2018
In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Does that mean tiny businesses don’t have what it takes to provide amazing customer support?
C3Centricity
MARCH 15, 2018
Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision.
QuestionPro Audience
MARCH 13, 2018
Let’s consider a situation where a research team is seeking opinions about religion amongst various age groups. Instead of collecting feedback from 326,044,985 U.S citizens, random samples of around 10000 can be selected for research. These 10000 citizens can be divided into strata according to age,i.e, groups of 18-29, 30-39, 40-49, 50-59, and 60 and above.
InMoment XI
MARCH 16, 2018
Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies. Perhaps one of the most striking and important aspects of digital transformation revolves around how organizations engage and interact with their customers. Today, most customer journeys include.
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Centriam Customer Experience Lab
MARCH 15, 2018
The Mall of America delights patrons with a chatbot creating a high-tech, engaging retail customer experience. With the increase in online shopping and questions whirling around the relevancy of brick and mortar shopping malls, our local retail icon, Mall of America, welcomed a new chatbot named Pepper. The chatbot can not only direct visitors to specific locations within the mall, it can talk about deals and promotions, and even connect them to an actual human being.
CloudCherry
MARCH 12, 2018
Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The report even goes on to state that customers’ expectations will outpace companies’ ability to evolve and adapt.
QuestionPro Audience
MARCH 16, 2018
Hollywood is learning what those in the market research world have known for years: follow the data. For years, film studios have had only a vague understanding of who’s buying tickets to their films. As mobile becomes more popular, however, the entertainment business is using the technology to capture what was lost in the relationship between the studios and the consumer, and convert that data into meaningful insight into what works and what doesn’t.
InMoment XI
MARCH 14, 2018
Over the past couple of weeks, I had the good fortune of attending two different conferences where entrepreneur-investors from the TV series Dragon’s Den (in Canada) and Shark Tank (in the US) were speaking. These types of shows are my favorites. I’d rather spend my time learning about new ideas, innovative approaches, and how businesses. View Article.
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.
Kristina Evey
MARCH 14, 2018
It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. Fellow passengers state the family told her there was a dog inside the carrier, but the attendant insisted the carrier be placed in the overhead compartment.
CloudCherry
MARCH 12, 2018
Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The report even goes on to state that customers’ expectations will outpace companies’ ability to evolve and adapt.
QuestionPro Audience
MARCH 14, 2018
Spring has sprung! (Sadly, we’re still waiting on actual confirmation from Mother Nature here in Chicago). After the long winter, homeowners are always eager to tackle home improvement projects. According to a recent study conducted by LightStream Home Improvement, 58% of homeowners plan to spend money on home improvement projects this year. Fueled by the rebounding housing market, spending on improvements, maintenance and repairs reached $340 billion in 2015 , up 12% from 2013.
InMoment XI
MARCH 14, 2018
Over the past couple of weeks, I had the good fortune of attending two different conferences where entrepreneur-investors from the TV series Dragon’s Den (in Canada) and Shark Tank (in the US) were speaking. These types of shows are my favorites. I’d rather spend my time learning about new ideas, innovative approaches, and how businesses. View Article.
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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?
AskNicely
MARCH 15, 2018
In 2018, customer experience is everything. More big brands, more agencies, and more technology companies are investing more resources than ever to stay ahead of the competition in this new age of the customer. A recent study by Adobe showed that customers who have a less-than-stellar digital experience with your brand are 88% less likely to return for another one.
Experience Investigators by 360Connext
MARCH 15, 2018
The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey.
QuestionPro Audience
MARCH 15, 2018
Do you consider your pet to be part of your family? Or even, your “fur child”? Then you’re in good company. It’s no secret that millennials are putting off marriage and starting families later in life, and that may be in part due to their “starter children”. A recent study conducted by Gale found that 44% of millennials see their pets as “practice” for the real thing, with 21% citing that as the main reason for getting a pet, and 23% saying it was at least partially the reason.
InMoment XI
MARCH 13, 2018
It has been two weeks since our inaugural APAC CXForum and we hope that you found the day as thought provoking as we did. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and. View Article.
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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,
CX Journey
MARCH 13, 2018
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.
Customer Bliss
MARCH 15, 2018
I’m so excited to say that the podcast is nearing its 100th episode! I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests.
QuestionPro Audience
MARCH 14, 2018
Spring has sprung! (Sadly, we’re still waiting on actual confirmation from Mother Nature here in Chicago). After the long winter, homeowners are always eager to tackle home improvement projects. According to a recent study conducted by LightStream Home Improvement, 58% of homeowners plan to spend money on home improvement projects this year. Fueled by the rebounding housing market, spending on improvements, maintenance and repairs reached $340 billion in 2015 , up 12% from 2013.
Experience Matters
MARCH 14, 2018
We recently asked nearly 2,000 hospital patients about their experiences. Two of the areas we examined were their emotions and their likelihood to recommend the hospital, measured by Net Promoter® Score (NPS). Of these hospital patients, 46% are promoters, 30% are detractors, which results in an average NPS of 16. When we combined that data with patient emotions, we found that: Patients are most likely to feel relieved.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
GetFeedback
MARCH 12, 2018
Discover how you can use GetFeedback to quickly measure Customer Effort Score and understand the holistic service experience.
Experience Investigators by 360Connext
MARCH 12, 2018
Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. We will create happier employees who care deeply about those we serve. We will have legions of fans. Our revenue will increase.
Michelli Experience
MARCH 16, 2018
My, my, the world of sales has come a long way in just a few decades: From tablets of paper and loads of pens, most salespeople can now access online-based information gathering systems that tell them everything from a customer’s first contact with a business to what they prefer and who their key contacts are. The new pen and paper have a name, now, too: customer relationship management, or CRM, software systems.
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