Calabrio

NOVEMBER 7, 2019

It came as no surprise to me when the Twin Cities Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. As CFO, Jenny (of course) was expected to help Calabrio continue its aggressive growth. The only thing that bewildered me was why it took so long! Here’s what I mean.

Financial 100

Financial Exercises Software Contact Center 100

ShepHyken

AUGUST 19, 2019

They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. Of course, you want that experience to be good! The post 5 Top Customer Service Articles for the Week of August 19, 2019 appeared first on Shep Hyken. In many ways, it really is.

Customer Service 116

Customer Service Leadership Ecommerce Culture 116

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Overall, performance has declined over the course of the last six months – the third successive drop in the figures.

Conference 76

Conference Self Service Fashion Ecommerce 76

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. In this foundational course, Michael Chiu, Sr Director Analyst at Gartner, will walk you through what customer experience is, how to get started and how to measure your progress.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

ShepHyken

JANUARY 14, 2019

Ten top tips for building a customer-driven company in 2019 by cp2experience. Panviva) Get a jumpstart on your 2019 planning with this collection of CX insights from our top 10 industry experts. Of course you are. The post 5 Top Customer Service Articles for the Week of January 14, 2019 appeared first on Shep Hyken.

Customer Journeys 92

Customer Journeys Customer Service Sports eBook 92

NetBase

MAY 2, 2019

What netnography in 2019 offers is more than a buyer persona based on demographics and assumptions. For example, they helped course correct a food product brand whose influencer marketing was adrift. The post Using Netnography in 2019 to Engage & Convert appeared first on NetBase. Create a Personalized Experience.

Engagement 71

Engagement Entertainment Sports Social Media 71

Integrate.ai

DECEMBER 23, 2019

As 2019 winds down, we’re recapping some of the biggest machine learning trends of the year, while giving you a preview of the one trend we think will play the biggest role in shaping the year to come. Throughout 2019, machine learning adoption has grown exponentially. It’s that time of year again. billion market.

Trends 52

Trends Chatbots Healthcare Policies 52

ShepHyken

MAY 12, 2019

Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. Of course, customer service is part of the CX. The post 5 Top Customer Service Articles for the Week of May 13, 2019 appeared first on Shep Hyken. Should chat-bots replace humans for customer support? Follow on Twitter: @Hyken.

Chatbots 91

Chatbots Loyalty Programs Customer Service Return on Investment 91

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Editor’s note: Part one can be found here. Chartreuse seemed to be especially popular. Concluding thoughts.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. Disregarding the obvious IBM and sector-related hashtags (#Think2019 appeared in them all!), DataScience.

Conference 66

Conference Leadership Culture Customer Centricity 66

NetBase

NOVEMBER 14, 2018

Here’s a social analytics checklist to get you ready for a bold, successful 2019. Agencies like Moxie ( Chick-fil-A ) use real-time social data daily to plot the course of their day. This is a great habit to establish for 2019. Taking the time to set yourself up now means you can hit the ground running as 2019 hits.

Analytics 72

Analytics Social Media Net Promoter Score Analysis 72

NetBase

JULY 11, 2019

Using our powerful Next Generation AI capabilities , we captured the most loved brands across the globe to create the Brand Passion Report 2019: Top Loved Global Brands. Download the Brand Passion Report 2019: Top Loved Global Brands to learn that and lots more! This measurement that can range from -100 to 100.

Brands 62

Brands Report Telecommunications Automotive 62

NetBase

JULY 9, 2019

Fortunately for you, we’ve done the heavy lifting and created the 2019 Social Analytics Guide to Influencer Marketing on Reddit to help those curious (which should be everyone) understand influencer marketing on this mostly misunderstood site. Anonymized is not the same as “anonymous,” of course. And for your brand as well.

Analytics 76

Analytics Marketing Sports Groups 76

transcosmos Information Systems

JANUARY 21, 2019

Here are six essential soft skills you need to prosper in the customer service industry, as well as course recommendations to kick start your learning. Recommended course: Learn Social Psychology from Udemy. This course will help you develop a better understanding of the ins and outs of how people think, feel, and behave.

Customer Service 48

Customer Service Course Exercises Social Media 48

NICE inContact

JULY 9, 2019

2019 was no exception, as representatives from a variety of companies presented research, innovative approaches, best practices and results from their contact center experiences with NICE inContact CXone cloud solutions. Some of the most exciting and useful information presented comes from NICE inContact users themselves. .

Resources 149

Resources Contact Center Conference Interaction 149

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. That’s 2019 for you. . Top 10 Blog Posts from 2019 . 2019 is almost a wrap.

e-support 64

e-support eBook Chief Customer Officer B2B 64

ShepHyken

MARCH 11, 2019

My Comment: What if the word HELP was an acronym, where H meant Hear the customer out, E stood for Empathy, L meant Leading the customer to a resolution and P was about Providing the right course of action. The post 5 Top Customer Service Articles for the Week of March 11, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 99

Customer Service e-support Guidelines Social Media 99

NetBase

DECEMBER 3, 2019

The 2019 Consumer Experience Analytics Report: EMEA has answers! Let’s kick things off there, as having a representative sample is super important, of course. The post Unlock CX Stories: 2019 EMEA Report appeared first on NetBase. Why are very obvious customer needs and wants left unmet in many categories?

Report 52

Report Analytics Entertainment Survey 52

NetBase

JANUARY 4, 2019

Sweeping predictions about any social platform are dangerous to make, but this one feels like a sure thing – businesses that aren’t bringing their A game to Instagram in 2019 will feel it before the end of the year. All of this information is, of course, marketing gold in itself – but that’s far from all you can uncover.

Marketing 80

Marketing Social Media Consumers Brands 80

Confirmit

DECEMBER 17, 2018

These 2019 predictions are based on primary research and in-depth conversations with customer experience leaders. Data and analytics: The ability to build a meaningful data infrastructure in order to turn Big Data into a useful business resource will continue to be a challenge in 2019. Voice of the Customer Guides.

Customer Experience 40

Customer Experience Return on Investment Customer Experience Professionals Report 40

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. The post The 2019 Complete Guide to Influencer Marketing eBook appeared first on NetBase. It depends on who you ask.

eBook 55

eBook Marketing Comparison Analysis 55

ShepHyken

NOVEMBER 18, 2019

MediaPost) Consumers and brands are on a collision course over what makes a good customer experience. The post 5 Top Customer Service Articles for the Week of November 18, 2019 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Ecommerce Retail Tips 72

CX Accelerator

MAY 25, 2022

She also created a Premium Instructor Udemy online training course, "Your Customer Service Tool Box: Best Practices for Beginners" for customer service agents. She was the 2019/2020 recipient of the CloudCherry CX Influencer Award and is an ICMI Top 25 Thought Leader.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Talkdesk

MAY 10, 2019

Sheila McGee-Smith of McGee-Smith Analytics and Patrick Russell, Principal, Product Innovation Marketing at Talkdesk, joined together in a recent webinar to discuss the five must-haves for the 2019 call center. The post 5 Must Haves for the 2019 Call Center appeared first on Talkdesk.

Call Center 50

Call Center Contact Center Average Handle Time Chatbots 50

John Paul

JANUARY 29, 2019

In 2018, the Forum gathered more than 2,600 attendees from 72 countries over 2 days in the heart of Paris, to listen to more than 240 CEO’s from banks, insurance, telco, regulators and of course Fintechs from all continents. ? L’article John Paul : official partner of Paris Fintech Forum 2019 est apparu en premier sur John Paul.

Transportation 40

Transportation Hotels Insurance Banking 40

NetBase

SEPTEMBER 24, 2019

Global beauty brands have lots of competition online in 2019 – and 2020 is shaping up for much of the same, but coming at them faster. Monitoring the conversation and knowing when an advertisement has run its course and possibly needs to be pulled, is important! . The report is organized into categories: Makeup.

Social Media 40

Social Media Report Industry Brands 40

Calabrio

AUGUST 10, 2020

But when she arrived at NDR in early 2019, no official WFM practices or programs existed. This type of debt settlement can take months or years to resolve, so agents often speak with clients over the course of the program. As Head of Workforce Planning for one of the U.S.’s And that was a big problem.

Contact Center 243

Contact Center Self Service Meeting Training 243

NetBase

FEBRUARY 7, 2019

But it doesn’t happen by chance, and The 2019 Complete Guide to Instagram Listening Strategy eBook , reveals what winning brands and doing – and how! And then there’s advanced image analytics, which makes a difference here, of course. The engagement that savvy brands are experiencing on this platform is nothing short of stunning.

eBook 56

eBook Strategy Analytics Brands 56

NetBase

APRIL 18, 2019

Of course, you can use influencers in the traditional way as well – to help amplify your brand’s commitment to protecting the planet. The post Brands, Bees and Business: Earth Day 2019 Analytics appeared first on NetBase. These are your future customers, after all. And you just might save the world.

Analytics 61

Analytics Brands Analysis Course 61

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. The post The 2019 Complete Guide to Influencer Marketing appeared first on NetBase. It depends on who you ask.

Marketing 40

Marketing eBook Comparison Analysis 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Editor’s note: Part one can be found here. Chartreuse seemed to be especially popular. Concluding thoughts.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Editor’s note: Part one can be found here. Chartreuse seemed to be especially popular. Concluding thoughts.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

SurveySparrow

SEPTEMBER 9, 2019

Read through the top 8 quiz makers for 2019 and choose the best quiz maker for your business. ’ Well, the answer largely depends on the type of business you are in, your goals and of course, your audience. The post The Top 8 Quiz Makers That You Should Look for in 2019 appeared first on SurveySparrow. Happy Quizzing!

Survey 74

Survey Analysis Report Data 74

Gainsight

JANUARY 8, 2019

Build up those knowledge reserves by attending these can’t-miss conferences of 2019. Pulse 2019 | May 21-24, San Francisco, CA. Pulse also offers hands-on classroom-style courses in the form of Pulse Academy Live, which takes place the day before Pulse. Ben Franklin once said, “An investment in knowledge pays the best interest.”

Conference 45

Conference B2B Entertainment B2C 45

CX Accelerator

DECEMBER 10, 2019

I created my 2019 vision board and got it printed & laminated so it could sit on my desk as a reminder to me each day. As we close out 2019 we are not just closing out a year, but a decade. Each image is a reminder to myself of how I should prioritize, what I should prioritize, and how I can course correct should I lose my way.

Course 182

Course Exercises Travel Measurement 182

CX Accelerator

DECEMBER 10, 2019

I created my 2019 vision board and got it printed & laminated so it could sit on my desk as a reminder to me each day. As we close out 2019 we are not just closing out a year, but a decade. Each image is a reminder to myself of how I should prioritize, what I should prioritize, and how I can course correct should I lose my way.

Course 182

Course Exercises Travel Measurement 182

CloudCherry

FEBRUARY 6, 2020

Murphy Fraser is the Client Success Manager at Skillshare for Teams, an ICMI Top 50 Thought Leader & Featured Contributor, a recent top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, and my honored guest on this week’s ‘The Sweets of CX’. And, of course I had to ask: which company has wowed our Expert with their exceptional CX?

Contact Center 195

Contact Center Customer Centricity Tips Course 195