CSM Magazine

JUNE 2, 2021

Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson. www.theloyaltypeople.co.uk. www.linkedin.com/company/the-loyalty-people.

Loyalty 52

Loyalty Travel Fashion CRM 52

datastax

JANUARY 2, 2019

Data management had a stellar 2018—with hybrid and multi-cloud taking front and center stage and continuing to dominate the data concerns of most enterprises. Personalized experiences, real-time insights, 360-degree customer views: the power of analytics can never be understated. The list goes on and on.

Trends 105

Trends Data Management Government 105

inQuba

SEPTEMBER 25, 2018

On the 20th September 2018 inQuba hosted a live webinar for Financial Services professionals. How do you discover and visualize the real customers’ and agents’ journeys as they navigate your products and channels? How do you anticipate customer churn, in real time? Get the White Paper. Request a Demo.

Financial 40

Financial Customers Industry Customer Experience 40

datastax

JUNE 20, 2019

This makes it easier for companies to leverage real-time data to serve up delightful customer experiences and make better decisions at a moment’s notice. So, while it’s still a relatively new concept, it comes as no surprise that one study found that 73% of organizations were planning to invest in DataOps during 2018.

Sports 69

Sports Analytics Software Employee Engagement 69

datastax

MARCH 7, 2019

Customer 360. Serving up the best experiences and maximizing the lifetime value of customers starts with understanding each of their behaviors as they move across channels. Companies who deliver solid customer experiences start by building a Customer 360 application. Personalization.

Social Media 67

Social Media Retail Data Technology 67

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Published on: February 28, 2018. When bank customers used an ATM rather than interacting with a person, their overall level of satisfaction with the bank fell. How will it help the customer?

Self Service 62

Self Service Customer Service Banking Chatbots 62

datastax

AUGUST 22, 2019

Otherwise, when customers come flocking to your brick-and-mortar or ecommerce store looking for a particular item that’s highly in demand, it might not be in stock. In such a scenario, the proverbial Popeyes customer might decide to get their chicken sandwich fix elsewhere. Customers now know right away what’s in stock and what isn’t.

Ecommerce 56

Ecommerce Omni-Channel Technology Retail 56

Grade.us

JANUARY 3, 2019

Sure, we've officially waved bye-bye to 2018, but that doesn't mean we can't take advantage of all the great stuff that came out of last year. Some studies suggest one good event does more to create new customers than every other marketing technique out there. The Best Event Marketing Blogs of 2018. Eventmarketer.com.

Resources 22

Resources Tools Marketing Case Study 22

North Highland

MAY 28, 2019

Discussions throughout the 3-day conference highlighted the need to continue to strive to ensure the customer is at the center of strategic business decisions. And there is data everywhere driving decisions and experience optimization and improvement; both with – and without – the help of AI.

Chief Customer Officer 40

Chief Customer Officer Conference Banking Employee Experience 40

Eptica

FEBRUARY 6, 2019

Sometimes, rather ironically, the whole change process can have the opposite effect and rather than strengthening customer trust it can damage or destroy it. There are three key considerations – and they all have customer experience at their core: 1. Across every industry and country, change is now the only constant.

Automotive 73

Automotive Social Media Contact Center ROI 73

Hallmark Business Connections

AUGUST 11, 2021

While avalanches of paid ads, promotional emails, and low-quality content saturate online experiences, one mailbox is less crowded – the one at the end of your driveway (or attached to your house or in your lobby). The differentiation power of mail delivered directly to your customers or prospects cannot be ignored.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

datastax

APRIL 25, 2019

When customer-facing applications can’t scale, the user experience crumbles. On Prime Day 2018, for example, Amazon’s servers crashed for an hour. For example, nearly 80% of customers say they are less likely to buy from the same ecommerce site when website performance is suboptimal. Scalability. Availability.

Competitive Advantage 66

Competitive Advantage Ecommerce User Experience Software 66

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. Apologizing for Poor Customer Treatment. Apologizing for Poor Customer Treatment.

Examples 216

Examples Customer Service Representative Customers Customer Service 216

Beyond Philosophy

DECEMBER 5, 2017

A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibilities for growth, promotions and possibly more – – like training, work environment, and reward and recognition. It’s likely that you can’t articulate a distinction.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

datastax

AUGUST 13, 2019

The banking and financial services sector has been on the front line of digital transformation— and as a result, banks have an incredible amount of customer data and transactional data on-hand. These legacy systems prevent applications from accessing records and transaction data quickly enough to satisfy customer requirements.

Banking 40

Banking Data Management Rewards Programs 40

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. The specific customer interactions that are required to be recorded in relation to investment services include: Receipts of client orders.

Financial 51

Financial Contact Center Call Recording Communication 51

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. The main goals of the MiFID II are: Customer protection.

Financial 46

Financial Government Banking Policies 46

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . Boosts Customer Service & Loyalty. Live Chat Messaging Customer Satisfaction Statistics. Quick response. Instant solutions

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Tricia Morris

OCTOBER 22, 2015

And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. Successfully creating or changing a culture, especially around customer experience or new branding, requires top-down adoption. Customer Service. Engagement.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

Advertising 63

Advertising Customer Retention Customers Customer Journeys 63

Michel Falcon Experience

MARCH 7, 2023

I know that’s a broad subject, but in this case, it’s related to employee performance, career development, creating great company cultures, customer experiences ultimately to grow a successful business. And that’s a people first culture, what I wrote my book about in 2018. I do that by sharing experiences.

Culture 60

Culture Course Company Study 60

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. Apologizing for Poor Customer Treatment. Apologizing for Poor Customer Treatment.

Examples 100

Examples Customer Service Representative Customers Customer Service 100

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

SmartKarrot

DECEMBER 2, 2020

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Sue Nabeth Moore, Customer Success Leader.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Kustomer

APRIL 30, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Adrian Swinscoe joins Gabe Larsen to discuss his philosophies and strategies for improving the customer service experience. Punk CX is a new way of looking at customer service that Adrian thought of back in 2017. What is Punk CX?

Strategy 64

Strategy Customer Service Customer Experience Connections 64

NICE inContact

NOVEMBER 9, 2018

But contact centers are not built to serve managers, they are built to serve customers. Be there when your customers need you. When customers call, they want their problems solved fast. Be there when your customers need you. When customers call, they want their problems solved fast. What does this mean?

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Eptica

JULY 21, 2019

Author: Guest author: Adrian Swinscoe I believe that the customer experience (CX) space is becoming like prog rock in the 1970s…… overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a. Published on: July 24, 2019.

Multi-Channel 86

Multi-Channel Omni-Channel Culture Travel 86