Key moments that medical centers can optimize using the Voice of the Patient


When it comes to selecting a medical center, patients now have the tools at their disposal to search for and compare the ones that best meet their needs. Medical centers are now expected to offer a positive Patient Experience (PX) that is critical to attracting and retaining patients.

Customer Experience Management starts with Effective Customer Data Analysis


Successful Customer Experience Management (CEM) is data-led, and customer data analysis is its foundational activity. Customer Experience

Mobile is disrupting the traditional customer journey and more CX stories you should read


Summer has seemingly flown us by, and with it many more great articles, tips and stats to help enlighten any Customer Experience (CX) professional in their CEM efforts. Customer Experience

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3 Ways Voice of the Customer Can Help Health Insurance Providers Manage the Customer Experience


In the age of the Customer Experience (CX) , consumer expectations are reaching an all-time high across all industries. The Healthcare industry, including health insurance providers, is no exception. Voice of the Customer

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

The true value of Voice of the Customer in Customer Experience Management


Data is only as valuable as what you do with it, and Voice of the Customer (VoC) data is no different.

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5 Key Skills You Need To Become A Digital Marketing Superstar


We live in a world dominated by technology. From smartphones to apps to wearables, consumers today are always connected. As a result, marketing has undergone a seismic shift. To reach, interact and delight their customers, marketers need to understand how to succeed in a digital world. Digital Marketing

6 Facts You Need To Know About The Mobile Experience


The mobile phone has transformed the world. We are now connected like never before with smart phones becoming our main gateway to the internet and the world. According to eMarketer, there will be over 30 million mobile-only internet users by 2016.

How To Get The C-Suite Behind Your Customer Experience Initiative


The customer experience is critical to succeeding in today’s hyper competitive landscape. However, it will almost always require cross departmental support from marketing and IT to sales and finance.

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Customer-Centric Roundup: October 2015


The competitive arena of customer experience continues to influence how brands develop and evolve. Leaders across industries need to recognize how the customer experience is changing with time, and ensure that they make strides to improve their own programs.

Making Sense of the 2018 Marketing Technology Landscape


Brands are looking more and more to the Customer Experience (CX) as a way to differentiate themselves from their competitors. To offer a CX that stands out from the crowd, marketers need the technologies at their disposal that allow them not only to better understand the needs and behaviors of their customers, but also to be able to actually deliver these experiences. Digital Marketing

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

4 Customer Experience Quotes That Will Make You A Better Marketer


The customer experience in today's business world is central to the success and longevity of any brand. An Oracle report found that 97 percent of organizations stated improving customer experiences is critical to success.

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[QUIZ] Do You Know These Omni-Channel Facts and Stats?


Technology has empowered customers to interact with their favorite brands how they want, when they want. This has lead to increased expectations for brands to offer seamless experiences across all their touchpoints - experiences that enable customers to easily interchange between their preferred channels to complete their desired tasks. Customer Experience

Top 7 Customer Experience Trends and Predictions for 2018


2018 is already upon us, and as with every new year, we’re greeted with fresh new challenges, and a slew of new approaches to take them on. Customer Experience

UX vs CX: What You Need To Know


Nowadays, it’s hard to find two topics that are as widely discussed in the business world as User Experience (UX) and Customer Experience (CX). Everyone knows that they want to do these things better than anyone else out there, and willing to sink a lot of resources into optimizing them. Customer Experience

The Internet of Things, Voice of the Customer, and Understanding the In-Use Experience


Internet of Things (IoT) solutions will give us the opportunity to get closer than ever to the heart of the Customer Experience (CX). Customer Experience

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Retailer's Guide to Beacon Technology


With the power to drastically enhance the customer experience , beacon technology offers a lot of potential to retailers.

Are you customer-centric? I bet you're not, and here’s why


You will never achieve customer-centricity if you are not considering digital analytics and Voice of the Customer (VoC) from the perspective of a single customer experience, regardless of the channels involved. Digital Marketing Voice of the Customer

4 Customer Experience Quotes To Help You Become A Better CX Professional


It’s safe to say that the Customer Experience (CX) is now being discussed more than ever before. Customer Experience

Retargeting 2.0 - Leveraging First Party Intent


There are many weapons in the digital marketer’s arsenal but few are as promising as retargeting. The beauty of retargeting is the ability to stay top of mind with your site visitors.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

[CHEAT SHEET] How to Get Your C-Suite to Buy-In to the Customer Experience


Customer Experience has now become one of the primary competitive advantages on which many companies strive to gain the upper hand in their industry. Customer Experience

Adobe Summit Recap - Make Experience Your Business


This year, my Adobe Summit experience started off a little differently. I went hiking. With the opportunity to take in the natural beauty of Red Rock Canyon, the experience was sensational, to say the least. But beyond getting some physical exercise, it turned out to be the perfect prologue to the keynote on Day 1 of the Summit – Become an Experience Maker. Customer Experience

4 Ingredients of a Successful Customer Experience Program


Today, consumers have high expectations, are more informed and have the ability to switch brands at a moment’s notice. This new reality has forced even the most entrenched businesses to start focusing on the customer and providing an exceptional experience. Customer Experience

Retailers are most excited about CX optimization and 4 more stories you should read


As we jump into the second half of 2018, let’s look at some of the recent Customer Experience (CX) stories and stats that recently stood out to us. Customer Experience

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Causation vs Correlation – What’s the difference


Data in the right hands can be extremely powerful and should a key element of any decision. One of the most famous quotes by American statistician, W. Edwards Deming is, “In God we trust. Everyone else, bring data.”. But too often than not, data can be misconstrued and misunderstood.

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Why Voice of the Customer Research Will Be Even More Important in the Age of GDPR


GDPR may be one of the hottest topics in the business world today, causing many organizations to rethink and revise how they approach many of their everyday practices. Voice of the Customer

[Infographic] The Power of Intent Driven Retargeting


Today we are awash with retargeting ads. It is now common place to see an ad for a product you looked up on Amazon pop up on your favorite news site.

4 Ingredients of a Successful Customer Experience Program


The secret is out. Customer Experience is now one of the main competitive advantages that companies strive to obtain over their competitors, and is only gaining steam in recent years. Case in point, Econsultancy recently found that “optimizing the customer experience” was the single most exciting opportunity among marketers and ecommerce professionals in 2017. Customer Experience

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

Retail Apps Are Outperforming Mobile Sites and 4 More CX Stories You Should Read


March was a busy month in CX news and for iperceptions. We launched a new logo and tagline (learn more here ), we attended the Adobe Summit in Las Vegas and even published a new white paper that covers the best practices of running a Voice of the Customer (VoC) program. Customer Experience

How Feedback Can Transform Your Higher Education Marketing Strategy


Picking what university or college to attend can be one of the biggest decisions you will ever make. It represents a huge investment of time and money, all with the hope of being part of a learning environment and obtaining a degree that will lead to a successful career. Voice of the Customer

Welcome to the new iperceptions


Would you scale Mount Everest without a guide? iperceptions has been at the forefront of the Voice of the Customer (VoC) space ever since we were founded nearly two decades ago, helping the world's leading brands improve the Customer Experience (CX) at every stage of their customer journey. Today, we reaffirm our position as your experienced guide to a successful VoC program with the launch of our new logo and tagline

The importance of every brand interaction and 4 more CX stories you should check out


With April already behind us, it’s time to look at some of the Customer Experience (CX) articles, quotes, tips and stats that caught our eye this month. Customer Experience

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Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.

[Free eBook] What's Driving Your Web Analytics?


Today, every data driven organization lives and breathes web analytics, from page views to bounce rates to time on site. However, the reality is that web analytics only tells half the story. It can tell you what happened but it can’t tell you why it happened. Digital Marketing

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CX Metrics Series: Purchase Horizon


This is Part 6 in a series that examines key Customer Experience (CX) metrics that every Voice of the Customer (VoC) program should measure to better understand the visitors’ digital experience. In this post, we look at a metric that provides the only way to truly know when your visitors are intending to buy: Purchase Horizon. Customer Experience

Omni-channel vs. Multi-channel: What’s the Difference?


As customers, we’ve reached a stage where we now expect to be able to interact with our favorite brands wherever, whenever and however it best suits us. Customer Experience

Retargeting and the Role of First-Party Data


With the sheer size and scale of the Internet, it is no surprise some individuals choose to browse several sites before committing to a product or service. However, every website visitor lost is a missed opportunity to create a loyal customer.

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The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.