North Highland

MAY 28, 2019

The conversation centered on the need to connect CX strategies to business value (in fact, our 2018 research found that, with the benefit of hindsight, 69 percent of senior leaders attribute successful transformations to clarity of vision and business case).

Chief Customer Officer 40

Chief Customer Officer Conference Banking Employee Experience 40

Avaya

JANUARY 24, 2018

They have been working for years to create and refine practices and systems to be compliant with a European Union directive that became effective January 3, 2018: the Markets in Financial Instruments Directive II or MiFID II. appeared first on Avaya Connected Blog. The post MiFID II: What Do You Need to Know?

Financial 46

Financial Government Banking Policies 46

Optimove

MARCH 14, 2019

The number of companies organizing more than 20 events per year increased by 17% between 2017 and 2018, and most marketers (41%) believe that events are the single-most effective marketing channel, over digital advertising, email marketing and content marketing –reflecting a 32% increase since 2017. A rapidly changing ecosystem.

CRM 40

CRM Leadership Travel Advertising 40

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. To complete a thorough review of your current MiFID II processes, connect with Avaya.

Financial 51

Financial Contact Center Call Recording Communication 51

Comm100

JANUARY 19, 2017

Don’t: Renounce connection to or responsibility for what happened. Bad Example: Dear customer, We are sorry for what has happened with our series of tuna cans, expiration dates February 2018 to June 2018. White Paper] The Guide to Becoming a Top Performing Live Chat Agent. Apologizing for a Product Recall.

Examples 216

Examples Customer Service Representative Customers Customer Service 216

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. You Also Might Like… 5 Innovative Ways to Connect with Customers Digitally.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Tricia Morris

OCTOBER 22, 2015

When employees feel connected by and have the information and knowledge they need to immediately learn or begin doing their job, a higher level of engagement is set from the start. Employee uncertainty centered around three top items: (1) commitment to valuing employees, (2) benefits and compensation and (3) global information.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

ProProfs Chat

NOVEMBER 29, 2019

They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. In 2018, the customer satisfaction rate with live chat usage stood at 83.1 83% was the average customer satisfaction rate of live chat interactions in 2018 and is likely to grow in the coming years.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Michel Falcon Experience

MARCH 7, 2023

And that’s a people first culture, what I wrote my book about in 2018. I look forward to connecting with you. They expect me to turn a profit, but they have all bought into something that allows us all to feel good about what we’re trying to build. Any episode you listen to is always centered around that.

Culture 60

Culture Course Company Study 60

Comm100

JANUARY 19, 2017

Don’t: Renounce connection to or responsibility for what happened. Bad Example: Dear customer, We are sorry for what has happened with our series of tuna cans, expiration dates February 2018 to June 2018. White Paper] The Guide to Becoming a Top Performing Live Chat Agent. Apologizing for a Product Recall.

Examples 100

Examples Customer Service Representative Customers Customer Service 100

Kustomer

APRIL 30, 2020

Connecting Strategy with Business Objectives. First, when executives are asked what their customer service strategies are, they repeat all the typical buzzwords; such as omnichannel, effortless, digital, connected, etc. Too many organizations are draining resources on little details that aren’t connected to their business or customers.

Strategy 64

Strategy Customer Service Customer Experience Connections 64

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Aside from this, she was noted as one of the 7th most influential women to follow in 2018 by Gainsight. Rhonda Basler, Director, Customer Engagement, Hallmark Business Connections.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Eptica

JULY 21, 2019

It does not contain 50,000 words of black ink on off-white paper and doesn’t wax lyrical about another framework that will solve all of your CX ills. This number was forecast to rise to 11 channels over the course of 2018 and 2019. So, I wrote a book about it and, not surprisingly, it’s called Punk CX.

Multi-Channel 86

Multi-Channel Omni-Channel Culture Travel 86