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Introducing SMS Invitations
GetFeedback
FEBRUARY 12, 2019
Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS.
Trending Articles
5 things to look for in a customer experience tool
Centriam Customer Experience Lab
FEBRUARY 14, 2019
Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department.
Understanding the Emotional Connection to Your Brand
MaritzCX
FEBRUARY 14, 2019
The ROI of Feelings A recent study conducted by MaritzCX found that 80% of the companies who proactively gather, analyze, manage and use insights into customers’ feelings have better financial performance, year-over-year. Do you know how your customers feel about your brand?
How to Create the Best Customer Experience Solutions
360Connext
FEBRUARY 13, 2019
Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my!
To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels
Advertiser: Interactions LLC
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.
10 Most Relevant NPS Software Platforms That Help You To Manage Customer Feedback
Lumoa
FEBRUARY 10, 2019
Looking for the right Net Promoter Score software tools and dashboards? We out together a list of the top NPS software providers and reviewed each of them. Find out the right customer feedback software for your needs. Feed generated with FetchRSS
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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More Trending
How One Insurance Company Transformed its Customer Experience at the Enterprise Level
Customer Bliss
FEBRUARY 14, 2019
Today I’m chatting with Scott Campbell , the senior vice president, and chief client officer at American National , which offers personalized life, business, and auto insurance. .
Benefits of Using QR Codes in Surveys: Part 1 of 2
MaritzCX
FEBRUARY 12, 2019
QR Codes Offer Convenience, Choice, and Enjoyment When Giving Feedback A well-known automotive manufacturer, and MaritzCX client, was interested in giving its customers and employees a convenient choice for solicited feedback.
10 Ways to Improve your Customer Success Strategy
Kayako
FEBRUARY 13, 2019
There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics.
Four Motivators for Companies to Improve their Assisted Service
Jacada
FEBRUARY 15, 2019
What is the motivation for companies to improve their assisted service? The strategic importance of investing in the Customer Experience has led organizations to improve all aspects of the customer journey.
Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth
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Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
How to Use Net Promoter Score (NPS) to Drive Growth
GetFeedback
FEBRUARY 15, 2019
Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty.
Don’t Let Acquisition Be Your Only Customer Growth Metric
Customer Bliss
FEBRUARY 12, 2019
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.
The Route to Fully Autonomous AI Self Service Starts at your Contact Center
TechSee
FEBRUARY 12, 2019
We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. But a more pressing concern for many is being rendered obsolete by intelligent systems that can outperform us in our daily work.
Episode 38 – Loyal Employees Breed Loyal Customers
Kristina Evey
FEBRUARY 12, 2019
Loyal employees are a key factor in developing loyal customers. People do business with those they know, like and trust … Read More Episode 38 – Loyal Employees Breed Loyal Customers. The post Episode 38 – Loyal Employees Breed Loyal Customers appeared first on Kristina Evey. employee engagement internal customers Podcasting
The SaaS Guide to Customer Engagement, Retention, and Advocacy
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After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.
It is Valentine’s! Are You “Loving Up” Your Customers?
Wired and Dangerous
FEBRUARY 11, 2019
Valentine’s Day is this Thursday as we all (hopefully) know. While you may be busy acquiring something for that very special person in your life, it is always a good time to think about how you can show your customers how much they are valued as well as appreciated.
Building a Successful Customer Experience Strategy
GetFeedback
FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.
Create Your Learning Experience at Interactions 2019–Agenda Preview Now Available!
inContact
FEBRUARY 14, 2019
The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! We carefully selected topics that are top of mind for dynamic organizations, bringing in the best industry experts to deliver them.
PlayVox raises $7 million to modernize quality assurance for customer service and call centers
PlayVox
FEBRUARY 14, 2019
San Francisco, California – February 14th, 2019 – PlayVox, An ommnichannel quality assurance and performance management software for call centers and customer support teams, today announced it’s raised $7 million investment from Five Elms Capital.
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Member Experience Challenges for 2019
CloudCherry
FEBRUARY 11, 2019
Speakers: Ralph Cumbee from Solarity and Rose Bentley from CloudCherry. GENERAL COMMENTS by Ralph Cumbee, Chief Experience Officer, Solarity Credit Union. This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. An Overview.
Are You Making THIS Mistake with Theory in Your CX Strategy?
Beyond Philosophy
FEBRUARY 13, 2019
A psychology theory is all very well and good. However, if you can’t apply it to solve your practical needs, it is useless. However, there is another crucial thing you need to know about theory, especially regarding Customer Experience. People get theory wrong with Customer Experience. A lot.
How the South Dublin County Volunteer Centre Tripled Survey Response Rates and Measures Success
GetFeedback
FEBRUARY 13, 2019
The South Dublin County Volunteer Centre’s mission is to promote the value of volunteer work and increase its range and quality in Ireland. The volunteer centre’s role is to connect individuals with an organization that matches their job preferences.
What is Quality Management Analytics?
inContact
FEBRUARY 13, 2019
You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience.
Artificial Intelligence and the Customer Experience
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There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.
We’re Feeling the Love – for Customers, Agents, and Business Growth
Upstream Works
FEBRUARY 14, 2019
There’s a lot of pressure to make Valentine’s Day count. After all, it’s one single day dedicated to achieving your relationship goals when there may be 364 other days that go unrecognized. At Upstream Works, we are all about customer relationships.
Contempt and Conspiracy Theories: A Depressing Look at the Hate Meghan Markle Gets Online
Brand Watch
FEBRUARY 13, 2019
What Do The Financial Times, ROI, and CX Have In Common?
Beyond Philosophy
FEBRUARY 11, 2019
My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. I was surprised and honored. Getting recognized from the outside feels fantastic. What’s more, this award was voted on by clients and peers.
How to Prevent Blind-Side Churn by Identifying and Aligning With Customer Stakeholders
Gainsight
FEBRUARY 12, 2019
I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value (for your product/service).
The Health of the Contact Center: Are You Ready for 2019?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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