NICE inContact

JANUARY 15, 2019

Forrester’s rigorous questionnaire evaluated vendors against 32 criteria, grouped into three high-level categories—current offering, strategy and market presence. Market presence. Our market presence scores reflect each vendor’s installed base of customers and agent positions.”. Jumpstart your RFI process.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service. No – computer vision.

CRM 164

CRM Self Service Effort Score e-support 164

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

NICE inContact

JANUARY 29, 2019

If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on. Equipping agents also means making sure agents have the tools and support they need to be successful on the floor. Is the technology current or is it archaic?

Call Center 164

Call Center Contact Center Culture Feedback 164

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

ShepHyken

JANUARY 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. For the company that figures it out, it positively impacts the bottom line, and just as important, positively impacts the customer’s experience. It’s convenient and predictable, and customers love it.

Customer Service 100

Customer Service Contact Center Tips Chatbots 100

Amity

JANUARY 16, 2019

Most of today's SaaS businesses already have a Customer Success department built in order to improve the experience provided to their customers and to help them achieve the desired outcomes. We all know that an organization is not going to be fully successful until customers are put at the core of the business.

Customer Success 66

Customer Success Knowledge Base Sales Communication 66

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience.

Customer Experience 95

Customer Experience ROI Consulting Customer Experience Professionals 95

SuiteCX

JANUARY 16, 2019

Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter Scores to your internal partners and then not being able to see how that in turn results in enabling the company to improve their financial or operationals? Segments Rated by Marketable Opportunity. First – Minding!

Net Promoter Score 100

Net Promoter Score NPS Customer Journeys Social Media 100

Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience.

Customer Experience 92

Customer Experience ROI Consulting Customer Experience Professionals 92

Avaya

JANUARY 14, 2019

The focus on customers is more intense than ever—and for good reason. External customers (consumers of products, patients, students, investors, etc.) can wield more influence than any advertising campaign or marketing program, thanks to social media, mobile messaging, and Web-based ratings. 65% increase in customers won.

Customer Experience 73

Customer Experience Competitive Advantage Social Media Metrics 73

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. However, if that happens, I worry Customer Experience as a movement will die.

Net Promoter Score 156

Net Promoter Score Customer Experience Effort Score Hospitality 156

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

Connections 190

Connections Company How To Chief Customer Officer 190

NICE inContact

JANUARY 17, 2019

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Effective agents are able to truly understand what the customer on the phone is saying.

Contact Center 137

Contact Center Self Service Knowledge Base Customer Confidence 137

Chadwick Martin Bailey

JANUARY 11, 2019

As a custom market research project manager, I empathize with these contestants. Here are three ways the Technical Challenge is like managing a market research project: It's possible contestants have come across the Technical Challenge bake subject or recipe before. While a crude “recipe” exists for research (e.g.,

Marketing 61

Marketing Consulting Analysis Report 61

Beyond Philosophy

JANUARY 19, 2019

Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. Having a record of your return on investment (ROI) for Customer Experience programs is vital. Segment your customers into personas.

Net Promoter Score 84

Net Promoter Score Marketing ROI Return on Investment 84

Beyond Philosophy

JANUARY 19, 2019

Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. Having a record of your return on investment (ROI) for Customer Experience programs is vital. Segment your customers into personas.

Net Promoter Score 79

Net Promoter Score Marketing ROI Return on Investment 79

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again.

Customer Experience 94

Customer Experience Contact Center Airlines Average Handle Time 94

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. However, ROI isn’t always about more sales; there are other ways to measure your success in ROI.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

Totango

JANUARY 8, 2019

When you’re selling subscription services, how do you measure customer success? Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. Subscription churn shows how satisfied your customers are with your product or service.

How To 54

How To Social Media Customer Success Survey 54

Gainsight

JANUARY 7, 2019

We don’t have a handle on how each customer is using the product. We need to scale our customer onboarding. These challenges are nothing new to Customer Success (CS). The world is realizing that to drive Customer Success in a SaaS business, the product plays a central role.

Customer Success 65

Customer Success Multi-Channel Roadmap Customer Journeys 65

PK

JANUARY 25, 2019

There are many theories as to why some loyalty programs succeed while others either fail or exist on autopilot without generating ongoing customer engagement. The science behind habitual consumer behavior offers insights that loyalty marketers should leverage when designing and implementing loyalty programs.

Loyalty Programs 53

Loyalty Programs Loyalty Gamification Consumers 53

Survicate

JANUARY 23, 2019

It also allows customers to be picky, and if there is one aspect that no customer will compromise on, it’s the client experience. . Creating a unique customer experience is not an option, it’s a requirement. According to American Express, 60% of customers are keen on paying more for a better experience.

How To 87

How To Effort Score Net Promoter Score Survey 87

CX University

JANUARY 8, 2019

Today, Empathy Is the Bottom Line for Customer Loyalty. Customers are placing increasing value on their experience, not the products or the price, but their experience with the company selling their products and services. This experience can be utterly destroyed when employees cannot empathize with their customers.

Employee Engagement 104

Employee Engagement Sales Leadership Report 104

Thematic

JANUARY 30, 2019

The company was selling permanent licenses while most of the rest of the market had moved to a cloud-based subscription model. Marketing and sales functions are not aligned. Customer churn rate is increasing. And just because the CSO blames marketing, or the CEO blames sales performance – does not make it so.

Marketing 59

Marketing Customer Experience Touchpoint B2B 59

Dapresy

JANUARY 22, 2019

The role of the Market Research Agency has changed over the last decade, with a growing demand for automated, high-frequency customer experience solutions. Previously, focus was upon relational customer experience, data collection, and analysis techniques. Is it tricky to visually ‘rebrand’ my reports for each customer?

Marketing 77

Marketing Analysis Report System 77

Gainsight

JANUARY 28, 2019

The following five questions will help you discover your weak spots and realign your product around customer and business needs alike. Demand Generation, Sales, Marketing Ops, and Marketing Data Analysts. For any product to be successful, it must deliver value to your customer. This can feel like a loaded question.

Roadmap 63

Roadmap Metrics Effort Score Analysis 63