Checklist for Posting a Blog

MaritzCX

Checklist for posting a blog: -Copy-edit text -Review title for length and catchiness -Add 1-4 tags -Add SEO keyword -Add meta description -Add featured image -Check appropriate boxes for categories/featured -Select author -Preview formatting of text (especially important b/c when you copy from some sources, esp. linkedin, the formatting is weird and words mash together). View Article

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Where Can Artificial Intelligence Improve Your CX?

MaritzCX

Characters such as Rosie from The Jetsons, Hal from 2001: A Space Odyssey, or Ash from the movie Alien used to just be fantasy and so far-fetched that they could never feasibly become reality. Remember when Artificial Intelligence (AI) was something from a science fiction movie or television show? Each of these characters relied on. View Article.

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Daisy, Daisy…

MaritzCX

This song always had a slightly sad/sinister undertones for me, ever since I saw the wonderful but weird film, 2001: A Space Odyssey. For some reason, the song “Daisy, Daisy” popped in to my head the other day. The song is actually called “Daisy Bell (Bicycle Built for Two)”, according to Wikipedia. In the film, View Article. Automotive

Daisy, Daisy…

MaritzCX

This song always had a slightly sad/sinister undertones for me, ever since I saw the wonderful but weird film, 2001: A Space Odyssey. For some reason, the song “Daisy, Daisy” popped in to my head the other day. The song is actually called “Daisy Bell (Bicycle Built for Two)”, according to Wikipedia. In the film, View Article

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How to Fail Fast with Your User Experience

Truthlab

In fact, I bet there’s someone over in the Agile Alliance shaking his head and saying “But we’ve been doing that forever (defined as since 2001 in Software Time).” Reading Time: 3 minutes Fail fast and pivot are not new concepts, despite the current Silicon Valley buzz around these terms. UX practitioners don’t even have time to shake their […]. The post How to Fail Fast with Your User Experience appeared first on truthlab. Customer Experience Design

Predictions 2019: Employee Experience Moves To Center Stage

Forrester's Customer Insights

Employees are quitting their jobs at the fastest rate since 2001.[i] Companies and executives are paying attention to employee experience as never before. There are good reasons for this attention. Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of. i] What’s more, companies that care about […].

McDonald’s Appoints Manu Steijaert as Global Chief Customer Officer

CSM Magazine

Steijaert began his McDonald’s career as a field service consultant in 2001. Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. Photo: McDonald’s Corp. .

The Impact of Big Data on the Voice of the Customer

Customer Interactions

Back in 2001 Gartner analyst, Doug Laney defined the challenges surrounding the growth of big data in a research report that he authored (he also presented on the topic at a number of conferences). Big data and its challenges are not a new phenomenon. He described the challenge as being three dimensional; the increase in volume, velocity and variety

How CERN Faces the Pandemic the Digital Way – A Customer Success Story

Inbenta

Ilem was founded in 2001 and specializes in digital and managed services to help enterprises digitalize their business. They are headquartered in Switzerland, and also have offices in France and Morocco. Collaboration Success Story: CERN.

3 tips for new Sitecore users

Connective DX

It’s not that I am necessarily bad at learning how to master new technology (trust me, my AOL Hometown website was decked out in 2001), it’s just that I’ve had to use a different platform for each organization I have worked at in the past four years I’ve worked as a marketer. Raise your hand if you’re a marketer who has struggled to learn how to use a new marketing technology platform recently.

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Lessons in authentic leadership from ao.com: It’s not First Time Resolution – it’s Personal Resolution!

ijgolding

I was invited to speak by an ex colleague who I had not seen since 2001!!! In 2001, John launched Appliances Online, the group’s first website selling white goods. Social media has truly changed our lives in so many ways. For me personally, the last few days have demonstrated how the influence of what we see online has affected the way businesses operate. I had the pleasure of delivering a keynote speech at an event for a financial services company on Thursday.

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, P hD. Market research was developed a century ago to measure the effectiveness of advertisements and products. Today it’s used in similar ways—to figure out competitive positioning, determine the optimal price for new products, or to decide on the most effective advertising strategies (to name a few).

5 Strategies for CX Excellence

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. Before founding PeopleMetrics in 2001, I worked for a large market research company and did a variety of different market research-type programs that were really valuable. Do you know any CX professionals who started out in market research?

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Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Closing the loop arguably drives the greatest ROI with VoC programs.

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How to Write a Really Bad Survey

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. I have been writing and taking surveys for 30+ years. Over that time, I have taken a lot of very bad ones.

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures.

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ICYMM: Communities Are What You Need – Trust Me!

Esteban Kolsky

I have been saying for a very, very long time (back in 2001 I wrote a research note for Gartner, and in 2003 Michael Maoz and I spoke about this already at the conferences… and, oh yeah – in the late 1980s when I was moderating Compuserve forums I gave an interview for PCWeek about them – and I am sure there’s more, but you are bored of hearing me say how awesome I am — even though I am) that communities are the end goal for business.

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. Customer service is part of the overall customer experience, not the entire customer experience.

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Intouch Games Automates 28% Of Live Chat Queries with ServisBOT

CSM Magazine

Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. AI chatbot handles peaks and supports business growth.

These must be stated specifically in the agreement.

Wired and Dangerous

Ready to end a business contract that isn’t working for you? A termination agreement and release may be what you need. Here’s what you need to know.

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

QA & Testing

GlowTouch

Since we started in 2001, our QA engineers have run countless tests to break things, so customers won’t, and many have stuck with us for the long term. Innovation QA and Testing Done Right. High performance so you can execute flawlessly.

A Bonus Lesson from Listen or Die

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Over the past year, another lesson has emerged that I would like to share with you.

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5 Recommendations for Reopening your VoC Program

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program.

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Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment.

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started.

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Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS.

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Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. So what is a healthy survey?

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Success Strategies | December 2019

Daniel Group

Ambrose joined the company in 2001 and said they have increased their loyal clients by a factor of six. Welcome to Success Strategies. What do you customers tell Santa that they want from you this year? It’s the holiday season!

Success Strategies | December 2019

Daniel Group

Ambrose joined the company in 2001 and said they have increased their loyal clients by a factor of six. What do you customers tell Santa that they want from you this year? It’s the holiday season!

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, P hD. Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program.

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Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers.

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs.

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Enterprise Mobile Apps Development

GlowTouch

Since 2001, we’ve organically built an expert team that loves their work, our company and our clients. Inventive Mobile App Development. From napkin sketch to the app store, we turn ideas into reality. Efficient, useful, and secure apps can drive your business to new heights.

5 Top Customer Service Articles for the Month of June 2018

Comm100

Of course, there’s also the equally frightening vision of Hal from 2001: A Space Odyssey. Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Take a look at this month’s picks, I hope you enjoy them as much as I did! From the Dentist’s Chair.