InMoment XI
SEPTEMBER 27, 2017
The digital revolution is just getting started. Technology that automates our lives is being developed at an ever increasing pace. The world has become a much smaller place due to our digital lifestyles. While our personal lives can quickly and easily be digitized, companies can take longer to do so. In a recent joint webinar.
Experience Investigators by 360Connext
SEPTEMBER 27, 2017
The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey.
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InMoment XI
SEPTEMBER 27, 2017
The digital revolution is just getting started. Technology that automates our lives is being developed at an ever increasing pace. The world has become a much smaller place due to our digital lifestyles. While our personal lives can quickly and easily be digitized, companies can take longer to do so. In a recent joint webinar. View Article.
Kayako
SEPTEMBER 27, 2017
Live chat seems like a win-win. Support agents can answer questions rapidly, keep their chat handle time low, and swiftly move on to help the next customer. Unfortunately, customers are rarely getting this experience. They’re unsatisfied with their live chat experiences. A Kayako survey of 400 consumers and 100 businesses found that almost one-quarter of customers are frustrated by long wait times on chat (it seems “live” chat is not often live).
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Kerry Bodine
SEPTEMBER 27, 2017
I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. Their article was already several years old at that point, but their ideas made me want to jump out of my seat with joyful cheers: “To be clear, we’re not talking about ‘experiential marketing’ — making your marketing promotions more experiential… We are talking about a fundamentally new way of attracting and retaining your customers through creating new experience offerings
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
SEPTEMBER 27, 2017
__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} Not Just Fast: Understanding a Responsive Experience appeared first on Joseph Michelli.
NICE inContact
SEPTEMBER 27, 2017
If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as well.
CX Journey
SEPTEMBER 27, 2017
Image courtesy of Pixabay How can you be sure that your VoC initiative stays fresh and relevant? Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your listening efforts are always fresh and relevant? Yes, even customer listening programs become stale and must be updated.
Beyond Philosophy
SEPTEMBER 27, 2017
After Hurricane Irma’s recent march through Florida, millions of people lost internet, phone and cell phone service. Frustrated by an inability to contact loved ones, conduct business and get news, they looked for answers from their cable, cell phone and internet providers. Well, they didn’t get much. “I wish they would tell us what was going on,” complained one AT&T UVerse customer.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ShepHyken
SEPTEMBER 27, 2017
So, the other day I’m flying to a speaking engagement. While waiting for my flight to board I bought a yogurt parfait. After paying for it, I looked for a spoon. There were knives and forks, but no spoons. The little compartment next to the knives and forks was empty. I asked the cashier if they had any spoons. He pointed to where they weren’t. I told him they were out, and in an effort to get rid of me, he suggested that I could go to the restaurant next store and ask them for a spoon.
Totango
SEPTEMBER 27, 2017
Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you are a VP of Customer Success, it is time to go beyond defining strategy and start ensuring the execution of your strategy across the organization.
Influitive
SEPTEMBER 27, 2017
We looked far and wide to find the most in-demand speakers to take the stage this year at Advocamp in San Francisco December 6-8th. Advocamp is a global business gathering focused on one transformational idea: that the future belongs to companies that develop and mobilize advocates. This carefully curated group of 50+ cutting edge speakers consists.
Truthlab
SEPTEMBER 27, 2017
Reading Time: 3 minutes I think of user tests a lot like movie producers think of preview screenings. It’s a way for the makers to see their work of art in front of an audience and find out what works and what doesn’t. And the comparison goes a step further as it’s important to really look at what people […]. The post Carefully Watch What Users Do appeared first on truthlab.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
CSM Magazine
SEPTEMBER 27, 2017
We recognize bad customer service right away, it’s like a flashing beacon. We tell all our friends and colleagues about bad customer service, and the story spreads like wildfire. . I just purchased a new BBQ pit, this thing is beautiful! I knew that assembling it was beyond my capabilities, so I hired someone to do it for me. (I’m the queen at knowing what I do really well, and what should be done by a pro!).
Provide Support
SEPTEMBER 27, 2017
Key Personality Traits for A Perfect Service Rep. Providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team. While perfection can hardly ever be achieved – some people just happen to possess the qualities that make them more suited for the role of a customer service representative, while others simply don’t.
iPerceptions
SEPTEMBER 27, 2017
This is the third blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand your visitors’ digital experience. In this post, we look at a fundamental Customer Experience metric that confirms exactly what your visitors came to your website to do: Visitor Intent.
CSM Magazine
SEPTEMBER 27, 2017
It’s National Customer Service Week from 2nd to 6th October. This year, Shep Hyken invites us to take a different approach. There are many ways companies are celebrating. Everything from an employee appreciation event, like a lunch or dinner, to fun games that are about team building and comradery. And, of course, there is showing some love and appreciation to your customers.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Fox Metrics
SEPTEMBER 27, 2017
In case you didn’t know, a house file is a list containing all of a company’s customers. House files often include items like email addresses and mailing addresses that give company’s avenues to further communicate with and reach customers and prospects. Having a great house file at your disposal is key. A unique and often overlooked way to build a terrific house file is through collecting data from newsletter signups that are available on your site.
Confirmit
SEPTEMBER 27, 2017
The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.
Fox Metrics
SEPTEMBER 27, 2017
Before we get into why “ segmentation” with web analytics can be highly valuable to your site’s performance and profitability, let’s first define what the term means. In the area of data analytics (and in simpler terms), “segmentation ” means taking your site’s visitor base and dividing it into specific, homogeneous groups based on certain characteristics and criteria.
Strativity
SEPTEMBER 27, 2017
This blog is for CX professionals who 1) have multiple journey maps and 2) need a structure to connect them. Remember that neighborhood kid who always got you in trouble? Or maybe you were that kid who stirred everything up. That kid, for me, was my neighbor Jason, and he was two years older than I was, which meant I wanted to do everything he did. Fireworks, tree houses, ramps, dirt bikes— you name it, I tried it, and I got in trouble.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Confirmit
SEPTEMBER 27, 2017
The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.
Strativity
SEPTEMBER 27, 2017
This blog is for CX professionals who 1) have multiple journey maps and 2) need a structure to connect them. Remember that neighborhood kid who always got you in trouble? Or maybe you were that kid who stirred everything up. That kid, for me, was my neighbor Jason, and he was two years older than I was, which meant I wanted to do everything he did. Fireworks, tree houses, ramps, dirt bikes— you name it, I tried it, and I got in trouble.
Talkdesk
SEPTEMBER 27, 2017
In an economy where customers have a lot of product options, a personalized touch can make all the difference. In fact, according to a study done by Accenture in 2016, 75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases or knows their purchase history. The ability to have intelligent, personalized conversations with customers is the reason we at Talkdesk are equipping agents with a smarter contact center platform.
Clarabridge
SEPTEMBER 27, 2017
Being able to predict inclinations toward specific behaviors, helps you to understand the customer, and properly engage them at every touch point. With this information at the ready, your teams can design the right experiences inclusive of personalized recommendations and inventory optimization to meet those needs. See, what happens when you use Omni-channel analytics is that you get out ahead of what the customer wants, allowing you to design experiences specific to them.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Verint
SEPTEMBER 27, 2017
Again, this month we hear of another data breach that will impact approximately 143 million Americans, exposing personal consumer Social Security numbers, birth dates, addresses and driver’s license numbers. The major impact is that the security of customers’ accounts is at risk, in part because organisations still rely on the outdated practice of using Knowledge Based Authentication (KBA)—an authentication method that asks questions based on detailed information that an individual knows, such a
ReviewTrackers
SEPTEMBER 27, 2017
As you set out to build and market your business presence online, the kind of information you provide Google as well as other search engines plays a key role in determining your search engine performance and visibility. Here are some interesting stats on how your business information, as listed online, can impact consumer behavior and purchase decisions: Consumers favor businesses with a strong online presence.
Customer Alignment
SEPTEMBER 27, 2017
According to Forrester, 70% of customer experience (CX) professionals say that their company’s goal is to be a CX leader in their industry or across all industries but have established that only 1% actually succeed in delivering an excellent experience. Maybe those in Customer Experience should take a leaf out of first direct’s book. first direct has long been held up as a shining light in Customer Service and Customer Experience.
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