brands-interaction 
CX Journey
OCTOBER 18, 2017
Brand Promise : Make sure you've clearly communicated your brand promise to employees. The smart CEO uses the brand promise to align all of the activities of the organization; that promise guides people, processes, products, systems, etc. If they don't know it, how can they live it? How can they deliver it? Every time.
Alida
OCTOBER 15, 2017
There’s never been a more crucial time for brands to keep a finger on the pulse of changing customer needs – or risk falling behind the pack. . Shared value between the customer and the brand is key to doing business in the future. Despite all the big data available to brands, they don’t really know their customers.
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Alida
OCTOBER 18, 2017
If your customers feel a strong affinity for your brand, they’re more likely to share their feedback with you, which allows you to get insight faster. Member Hubs will enable you to do this through interactive likes and commenting—features that people have come to expect from their favorite social networks.
CSM Magazine
OCTOBER 18, 2017
These phrases provide useful tools for conveying to employees what they are doing right and what they are doing wrong during their interactions with customers. Below are seven useful performance review phrases for questions related to customer handling, customer satisfaction, customer management and overall customer interaction.
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Retail customers value price above everything, but the importance of other factors varies for different brands. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Access the full report today.
Beyond Philosophy
OCTOBER 18, 2017
In our global Customer Experience consultancy, we define a Customer Experience as the following: A Customer Experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind. The sign also says that the hotel doesn’t understand what a Customer Experience is.
Kayako
OCTOBER 18, 2017
Grow brand awareness. This gives brands an opportunity to create advocates, build awareness, and create a loyal following through delightful live chat experiences. This increases the likelihood that the visitor will interact with the proactive message. The results tell us that live chat can: Increase sales. Boost loyalty.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
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. 💡 That’s where the Voice of the Customer (VoC) comes in. NPS and C-SAT become the keys to the realm, but offer no true insights. So how do you reach a place where VoC actually provides clarity?
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As digital channels dominate customer interactions, experiences are critical to get right. Learn where you fit today among three stages from “diagnostic” to “strategic listening and closing the loop” to “strategic insights,” and how to rapidly increase conversions, customer satisfaction, and brand perception with the right tactics and tools.
Advertiser: Interactions LLC
In a recent research report on Customer Effort, Interactions found that customers simply aren’t willing to spend a lot of time getting their issues resolved. That’s why brands today need to design a modern customer care strategy that not only addresses their customer’s needs, but also removes effort and frustration.
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Surveys are an important part of your customer experience, which mean they require the same level of strategy, planning, design, and management that you apply to your most important customer journeys and interactions. To help supercharge your surveys, we’re providing you with the four key elements of a brand-building survey program.
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With more and more customer journeys and interactions shifting to digital channels, the digital experience is becoming the key differentiator for brands competing in today’s experience economy.
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.
Advertiser: Vanilla Forums
What is most important when interacting with a brand, and what is the ideal experience they’re looking for? Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. What do consumers expect when it comes to CX?
Speaker: Gary Davis, SmartAction CEO
After deploying conversational AI for more than 100 leading brands, we’ve learned a few lessons on what can make — or break –– the automated customer experience. How automating a customer service call isn’t as simple as using a script from a human interaction.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands. In this webinar, Brian and Aarde will: Identify telephony interactions and volumes that meet thresholds for change. Discuss DIY platforms versus managed services – which is right for me? Sketch a back-of-the-napkin ROI in minutes.
Speaker: Bryan Horn, Founder, CS Solutions
Examples of both HORRIBLE and FANTASTIC customer interactions. Why employee empowerment is a proven ROI and will create lasting customers of your brand. The humanity of customer experience. Thursday, August 27 2020 11AM PST, 2PM EST, 6PM GMT
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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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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.
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