INDUSTRY INSIGHTS YOUR PEERS ARE READING
Sometimes B2B software users need product support beyond basic help documents. In this blog post, we discuss how incorporating user-generated content (UGC) can enrich your help center and boost customer satisfaction MORE
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. MORE
We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project. Let me make a suggestion right out of the gate. MORE
Document Strategy Forum ‘17 is a major trade show for the Customer Communications Management (CCM) industry. With its forward-looking focus and themes, DSF is, in our opinion, the best industry conference to get a sense of the current and future state of customer communications. MORE
The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product. MORE
I published the 6 Laws of CX several years ago, yet it remains equally relevant today and is one of the most popular documents about customer experience, with over 100K downloads. This video explains The Six Laws of Customer Experience. MORE
Documents Thought LeadershipWhile research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy. MORE
DOCUMENT Strategy Media has included Topdown in their "2016 HOT Companies in Customer Experience (CX)" list, published in the Summer '16 issue of DOCUMENT STRATEGY magazine. MORE
Documents Thought LeadershipThe Customer Experience (CX) ?eld eld is growing, and companies are realizing that it makes clear business sense. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. But how do you ensure the investment you place in CX will be well spent? MORE
Documents Thought LeadershipDeveloping a comprehensive Customer Experience (CX) strategy is more di?cult cult than you might expect, and there is a lot of noise in the marketplace as to how to do it right. However, despite the massive amounts of talk, there are not a lot of intelligent recommendations for action. What are some of the barriers? MORE
By creating documented procedures for them, you can build this trust and achieve consistent results. If the agent had documented procedures to follow, this simply would not have happened. What are documented procedures? How do I store my documented procedures? MORE
I’ll be a presenter at Document Strategy Forum ‘16 in Chicago, Illinois, at 3:00 p.m. Chicago, Illinois, May 10-12. on Tuesday, May 10, 2016. MORE
The post Document THIS! Betrayed by Customer Experience Documentation appeared first on Customer Experience Consulting. Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping. MORE
From the blog: CMO from IDG, DOCUMENT STRATEGY Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience. MORE
Editor’s note: This was originally posted on Document Strategy’s website here. Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest. MORE
The Ascribe APIs provide documentation both as static html pages and an interactive Swagger page. The static documentation is more convenient for looking over the API, but the Swagger documentation provides powerful features for interaction with the API. MORE
Develop, Document, and Strengthen Customer Lifecycle Plans. Principle 1: Develop, Document, and Strengthen Customer Lifecycle Plans. It ultimately comes down to whether or not they’ve developed, documented, and strengthened their customer lifecycle plans. In order to achieve greater long-term success with your clients, there are 6 steps I’d recommend related to developing, documenting, and strengthen these plans or playbooks: Step 1: Dedicate Time. MORE
This document outlines the features you should look for in a digital engagement platform. Click to Read White Paper. Introduction. Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. Read More. Jacada Blog MORE
Your company generates a lot of documents. A LOT of documents. Quite possibly millions of documents. On the other hand, well, more customers means more documents. Going down the generic path , companies use one or two templates to create documents for all of its customers. MORE
Your company generates a lot of documents. A LOT of documents. Quite possibly millions of documents. On the other hand, well, more customers means more documents. Going down the generic path , companies use one or two templates to create documents for all of its customers. MORE
Now, I have to share this findings document. it’s a findings document, not a report. Remember, my research model is “sponsored research” – that means I do what I want, but kind vendors sponsor my ability to feed the kids 2-3 times a week in exchange for a document summarizing what that research yields. I was trying to keep it quiet, but – darn. First, Vala outed me in ZDNet. Then, John exposed it in the webinar. MORE
We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a. Let me make a suggestion right out of the gate. MORE
Documents Thought LeadershipDetailed overview of the SuiteCX approach to Customer Journey Mapping. MORE
Documents Thought LeadershipOne of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. MORE
Customer Experience Customer Communications Document Automation RPAEffective customer communication involves more than screaming messages at your audience. MORE
Documents Thought LeadershipAs we move into a new business year, promising to be the most CX-?focused focused ever, we wanted to share some key predictions that we believe will come to pass. MORE
Documents Thought LeadershipWe are all trying to be more customer centric, but it isn’t easy. Here are some practical tips to help you be more productive in 2016. MORE
View Document. Documents Thought LeadershipCX professionals are hearing a lot about Customer Journey Mapping these days, but with each new wave of ideas, there comes confusion surrounding it. As expert practitioners of journey mapping for over 15 years, we aim to clear up some of the confusion with this brief. MORE
Documents Thought LeadershipAs marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. Smart marketers don’t stop there, however. MORE
View Document. Documents Thought LeadershipSo, you want to be a consultant? Here are some tips and techniques to follow so you can become successful in the consulting field. MORE
Your company generates a lot of documents. A LOT of documents. Quite possibly millions of documents. On the other hand, well, more customers means more documents. Going down the generic path , companies use one or two templates to create documents for all of its customers. MORE
View Document. Documents Thought LeadershipWhat is networking? What is Karmic Networking? MORE
100 
Enterprises are sitting on mountains of unstructured data – 61% have more than 100 Tb and 12% have more than 5 Pb! Luckily there are mature technologies out there that can help. First, enterprise information architects should consider general purpose text analytics platforms. These are capable of handling most if not all text analytics use […]. MORE
Nintendo’s documentation, their expert call center reps, and their patience with us flipped this on its head. In the end, because their documentation was so thorough, I was able to respect their time and let them help other customers while we searched the house. MORE
View Document. Documents Thought LeadershipSuiteCX brings robust customer journey mapping and strategic scenario planning together for superior customer experience design and execution. By providing customizable journey mapping, customer experience assessments and data driven insights, we help you design, visualize and deliver the optimal customer experience that engages the customer while driving the highest business value. MORE
We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project. Let me make a suggestion right out of the gate. MORE
The business should be the ones identifying the opportunities, documenting the opportunities and be an integral process in the agile process contributing to ongoing process improvement, testing, adoption, etc. So where do business users fit in this RPA space? MORE
Document Related Topics 
360Connext
OCTOBER 5, 2016
The post Document THIS! Betrayed by Customer Experience Documentation appeared first on Customer Experience Consulting. Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.
Topdown
JANUARY 7, 2019
The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product.
Kayako
APRIL 21, 2016
By creating documented procedures for them, you can build this trust and achieve consistent results. If the agent had documented procedures to follow, this simply would not have happened. What are documented procedures? How do I store my documented procedures?
Ascribe
OCTOBER 4, 2018
The Ascribe APIs provide documentation both as static html pages and an interactive Swagger page. The static documentation is more convenient for looking over the API, but the Swagger documentation provides powerful features for interaction with the API.
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other trademarks mentioned in this document are the property of their respective owners. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.
Customers That Stick
NOVEMBER 6, 2014
Nintendo’s documentation, their expert call center reps, and their patience with us flipped this on its head. In the end, because their documentation was so thorough, I was able to respect their time and let them help other customers while we searched the house.
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Topdown
APRIL 28, 2017
Document Strategy Forum ‘17 is a major trade show for the Customer Communications Management (CCM) industry. With its forward-looking focus and themes, DSF is, in our opinion, the best industry conference to get a sense of the current and future state of customer communications.
Topdown
JULY 7, 2016
DOCUMENT Strategy Media has included Topdown in their "2016 HOT Companies in Customer Experience (CX)" list, published in the Summer '16 issue of DOCUMENT STRATEGY magazine.
ClientSuccess
APRIL 18, 2018
Develop, Document, and Strengthen Customer Lifecycle Plans. Principle 1: Develop, Document, and Strengthen Customer Lifecycle Plans. It ultimately comes down to whether or not they’ve developed, documented, and strengthened their customer lifecycle plans. In order to achieve greater long-term success with your clients, there are 6 steps I’d recommend related to developing, documenting, and strengthen these plans or playbooks: Step 1: Dedicate Time.
Brad Cleveland
MAY 20, 2016
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers.
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All other trademarks mentioned in this document are the property of their respective owners. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
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SuiteCX
JUNE 22, 2018
View Document. Documents Thought LeadershipWhat is networking? What is Karmic Networking?
SuiteCX
JUNE 22, 2018
View Document. Documents Thought LeadershipSo, you want to be a consultant? Here are some tips and techniques to follow so you can become successful in the consulting field.
Topdown
AUGUST 13, 2018
Customer Experience Customer Communications Document Automation RPAEffective customer communication involves more than screaming messages at your audience.
SuiteCX
AUGUST 5, 2016
Documents Thought LeadershipDetailed overview of the SuiteCX approach to Customer Journey Mapping.
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other trademarks mentioned in this document are the property of their respective owners. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.
SuiteCX
JUNE 22, 2018
View Document. Documents Thought LeadershipSuiteCX brings robust customer journey mapping and strategic scenario planning together for superior customer experience design and execution. By providing customizable journey mapping, customer experience assessments and data driven insights, we help you design, visualize and deliver the optimal customer experience that engages the customer while driving the highest business value.
SuiteCX
JUNE 22, 2018
View Document. Documents Thought LeadershipCX professionals are hearing a lot about Customer Journey Mapping these days, but with each new wave of ideas, there comes confusion surrounding it. As expert practitioners of journey mapping for over 15 years, we aim to clear up some of the confusion with this brief.
Transforming Customer Connections
MAY 1, 2018
Your company generates a lot of documents. A LOT of documents. Quite possibly millions of documents. On the other hand, well, more customers means more documents. Going down the generic path , companies use one or two templates to create documents for all of its customers.
Transforming Customer Connections
MAY 1, 2018
Your company generates a lot of documents. A LOT of documents. Quite possibly millions of documents. On the other hand, well, more customers means more documents. Going down the generic path , companies use one or two templates to create documents for all of its customers.
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in this document are the property of their respective owners. New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text.
Transforming Customer Connections
MAY 1, 2018
Your company generates a lot of documents. A LOT of documents. Quite possibly millions of documents. On the other hand, well, more customers means more documents. Going down the generic path , companies use one or two templates to create documents for all of its customers.
SuiteCX
JANUARY 21, 2016
Documents Thought LeadershipWe are all trying to be more customer centric, but it isn’t easy. Here are some practical tips to help you be more productive in 2016.
SuiteCX
DECEMBER 22, 2015
Documents Thought LeadershipAs we move into a new business year, promising to be the most CX-?focused focused ever, we wanted to share some key predictions that we believe will come to pass.
SuiteCX
DECEMBER 20, 2015
Documents Thought LeadershipAs marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. Smart marketers don’t stop there, however.
SuiteCX
FEBRUARY 15, 2016
Documents Thought LeadershipOne of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.
SuiteCX
NOVEMBER 3, 2015
Documents Thought LeadershipThe Customer Experience (CX) ?eld eld is growing, and companies are realizing that it makes clear business sense. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. But how do you ensure the investment you place in CX will be well spent?
SuiteCX
OCTOBER 22, 2015
Documents Thought LeadershipWhile research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.
SuiteCX
SEPTEMBER 25, 2015
Documents Thought LeadershipDeveloping a comprehensive Customer Experience (CX) strategy is more di?cult cult than you might expect, and there is a lot of noise in the marketplace as to how to do it right. However, despite the massive amounts of talk, there are not a lot of intelligent recommendations for action. What are some of the barriers?
Forrester's Customer Insights
JUNE 14, 2018
Enterprises are sitting on mountains of unstructured data – 61% have more than 100 Tb and 12% have more than 5 Pb! Luckily there are mature technologies out there that can help. First, enterprise information architects should consider general purpose text analytics platforms. These are capable of handling most if not all text analytics use […].
MaritzCX
NOVEMBER 16, 2017
From the blog: CMO from IDG, DOCUMENT STRATEGY Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience.
inSided
SEPTEMBER 27, 2018
Sometimes B2B software users need product support beyond basic help documents. In this blog post, we discuss how incorporating user-generated content (UGC) can enrich your help center and boost customer satisfaction
MaritzCX
AUGUST 1, 2017
Editor’s note: This was originally posted on Document Strategy’s website here. Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest.
Esteban Kolsky
OCTOBER 11, 2018
Now, I have to share this findings document. it’s a findings document, not a report. Remember, my research model is “sponsored research” – that means I do what I want, but kind vendors sponsor my ability to feed the kids 2-3 times a week in exchange for a document summarizing what that research yields. I was trying to keep it quiet, but – darn. First, Vala outed me in ZDNet. Then, John exposed it in the webinar.
Experience Matters
OCTOBER 23, 2014
I published the 6 Laws of CX several years ago, yet it remains equally relevant today and is one of the most popular documents about customer experience, with over 100K downloads. This video explains The Six Laws of Customer Experience.
Jacada
JANUARY 26, 2017
This document outlines the features you should look for in a digital engagement platform. Click to Read White Paper. Introduction. Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. Read More. Jacada Blog
MaritzCX
MAY 21, 2015
We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a. Let me make a suggestion right out of the gate.
MaritzCX
MAY 21, 2015
We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project. Let me make a suggestion right out of the gate.
MaritzCX
MAY 21, 2015
We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project. Let me make a suggestion right out of the gate.
Jacada
OCTOBER 31, 2018
The business should be the ones identifying the opportunities, documenting the opportunities and be an integral process in the agile process contributing to ongoing process improvement, testing, adoption, etc. So where do business users fit in this RPA space?
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