transcosmos Information Systems

MARCH 12, 2019

Artificial intelligence has come a long way since the early days when it first appeared as a storytelling device in works of fiction. This gave rise to the popularity of thought-capable artificial beings, inspiring innovators to make this unique concept possible. Now, it seems that a synthetic intelligent machine network bent to end the world isn’t far-fetched thanks to the wonders of technology.

Customer Service 75

Customer Service Study Chatbots Banking 75

Wootric CX Blog

MARCH 12, 2019

Analytics 45

Analytics 45

Hero Digital

MARCH 12, 2019

At times, the goal of creating omni-channel customer experiences can sound daunting. Especially for companies in the early stages of CX maturity , the vision of seamlessly integrated technology powering 1:1 personalization across channels seems nearly impossible to actually bring to life. But even the most iconic brands that are redefining customer expectations often start small, rolling out new technology to a small test group of customers or in a single location before expanding.

Omni-Channel 46

Omni-Channel Customer Experience Airlines Touchpoint 46

Centriam Customer Experience Lab

MARCH 12, 2019

Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.

Consulting 285

Consulting Employee Experience Customer Experience Customers 285

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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.

Customers

Customer Bliss

MARCH 12, 2019

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did last year with my good friend Laura Ortman—chief customer officer of Equinix —in which we discussed a wide range of topics including the future of customer experience, our role as customer experience leaders, and the experiences of women in leadership. .

Chief Customer Officer 273

Chief Customer Officer Customer Experience Leadership Video 273

NICE inContact

MARCH 12, 2019

Staffing and empowering a top-notch customer service team is critical, especially when you’re in the business of putting roofs over people’s heads. With more than 52,000 houses in 22 states, American Homes 4 Rent is the leader in the single-family rental homes industry. Behind their success is an unwavering customer commitment to provide professionally managed properties that meet a rigorous standard of quality.

Contact Center 160

Contact Center Engagement Call Center Call Center Solutions 160

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019.

Self Service 112

Self Service Contact Center Net Promoter Score Contact Center Workflow 112

NICE inContact

MARCH 12, 2019

The modern contact centre is evolving. Studies show that the “best-in-class” are optimizing their services and data flows to empower their contact centre agents with relevant information and proactively manage their customer journeys. How do they do it? Many companies are looking to the cloud to get them there. Today, almost one in two contact centres are currently deployed in the cloud.

Tips 138

Tips Study Customer Journeys Report 138

datastax

MARCH 12, 2019

Many companies are now using microservices for both re-architecting existing applications and for starting brand-new projects and initiatives, and they’re investing heavily in doing so. In one survey by Red Hat , 87% of respondents indicated they are using or considering multiple technologies for developing microservices. It would be prudent for these companies to first take a good look at the benefits and challenges associated with microservices architectures so that they know what they’re in f

Ecommerce 97

Ecommerce System Data Technology 97

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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.

Communication

ShepHyken

MARCH 12, 2019

Core Values and Company Culture. Culture, Commitment, and Taking Care of Customers. Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business. In Shep’s Opening Monologue… He talks about what you should do with customer feedback once you get it. The Interview with Todd Hopkins: Core values can work as a filter to influence every decision you and your employees make.

Culture 89

Culture Feedback Connections Course 89

Oracle

MARCH 12, 2019

More than 8,000 attendees gathered at this year’s Shoptalk conference in Las Vegas. Shoptalk describes itself as an event “where the entire retail ecosystem comes together to create the future of retail based on the latest trends, technologies and business models, including changes in consumer expectations.” The 2019 agenda included a closer look at how a renewed customer experience focus is transforming retail.

Retail 86

Retail Conference Case Study Consumers 86

Totango

MARCH 12, 2019

When a customer buys your product or subscribes to your service, you need to impress them—fast. Customers form opinions based on their first experiences with a product, so if they get a bad first impression, it can be difficult to change their minds. Customer onboarding is the period after a purchase when your customer is getting to know your product or service.

Roadmap 80

Roadmap Software Fashion Comparison 80

Heart of the Customer

MARCH 12, 2019

At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices! Journey mapping opens up extraordinary avenues for business growth, but only when done wisely and well. Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […].

Customer Journeys 68

Customer Journeys Customer Focused Case Study Study 68

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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,

Tips

SurveySparrow

MARCH 12, 2019

Getting feedback from customers is usually about collecting a bunch of data, usually just for market research and not always do you find companies making changes based on the feedback that is received, which makes it an open loop system. The outcome of such an exercise is not necessary to make changes because of which there is no improvement in the present situation.

System 75

System Feedback Survey Touchpoint 75

Gainsight

MARCH 12, 2019

Just how accurate are online review aggregators, anyway? If you pull up Google or Yelp for a restaurant, say, you’ll get an aggregate of stars from one to five, the number of reviews counted, and any number of written reviews and qualitative feedback. Dig deeper, and you may find responses from the restaurant, a policy for filtering out bogus responses (usually through a combination of software and human intervention), an easy way for you to leave your own review, and maybe an explanation

Data 73

Data Company Software Report 73

Centercode

MARCH 12, 2019

Imagine this: you have two groups of 100 testers. You give them the same product. You ask them to report back on their findings. Would their answers be the same? Well, that depends on who the testers in those two groups are. It also depends on what you ask them. Those aspects show the difference between crowdsourced testing and beta testing. The conditions surrounding these two test types are very similar.

Guidelines 71

Guidelines User Experience Feedback Groups 71

Method:CRM

MARCH 12, 2019

“KYC” means “Know Your Customer.” And there’s a reason why enterprises from all industries prioritize KYC best practices. It’s because they know that customer knowledge is at the heart of great day-to-day work and long-term success. But those best practices include more than just remembering a person’s name and some details about their business. That’s just the basic stuff you need to make the sale.

CRM 66

CRM Competitive Advantage Customer relationships Social Media 66

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.

Retail

Clarabridge

MARCH 12, 2019

When I tell people that I work on text analytics products, their first question is often “But, how do you handle sarcasm?” My typical response—“About as well as a human, which is to say not very well at all”— is equally sincere and sarcastic, a poetic homage to the difficulty of the linguistic problem. Sarcasm is mired in a complex web of deep cultural knowledge, emotional sensitivity and individual awareness.

Comparison 65

Comparison Social Media Culture Analytics 65

ProProfs Chat

MARCH 12, 2019

Imagine this: You own a clothing store that’s known for selling unique designs. Your customers love these designs and keep coming back for more. But one fine day you come across an emergency and are left with no option but to leave a “closed” sign hanging at your entrance with your contact number on it. But do you think that customers will prefer to discuss an issue encountered with a piece purchased from your store on a phone call?

Ecommerce 63

Ecommerce Sales Software Connections 63

Beyond the Arc

MARCH 12, 2019

What will you do differently this year to increase customer satisfaction and attract new business? Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar this year… Put the customer first in customer communications Even if you’ve. Read More.

Trends 61

Trends Customer Experience Customer Satisfaction Communication 61

Confirmit

MARCH 12, 2019

Last week we joined insights, research and marketing professionals from around the world at the Marketing Week Insights Show in London. It’s a huge event which covers an incredible amount of ground over the space of a couple of days. From Confirmit’s perspective, we’re there to talk Customer Experience , insights, Voice of the Employee and anything to do with bringing together data to help businesses make better decisions.

Gamification 56

Gamification B2C Social Media B2B 56

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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.

Training

Chadwick Martin Bailey

MARCH 12, 2019

If you’ve just returned from The Quirk’s Event Brooklyn, summarizing the most inspiring content can help prove the ROI for attending. If you missed the show altogether, we’ve also got you covered. Here are three key questions and insights to share with your team: How will we incorporate behavioral analytics into our work this year and beyond? Chatting with Netquest at their booth or listening to Jay Steffey speak about Amazon customer behavior would’ve told you passive metering has come a long w

ROI 56

ROI Consumers Financial Analytics 56

Strikedeck

MARCH 12, 2019

Laura shares why taking time to ask four golden questions is critical not only for retaining your key customers, but also for keeping them completely satisfied.

Customers 49

Customers Customer Success 49

Advantage Communications

MARCH 12, 2019

Advantage Communications is proud to announce the launch of its brand-new ebook, which looks at the benefits of stay-at-home agents and how they can be the perfect complement to an organization’s existing brick-and-mortar contact center solution.

eBook 45

eBook Contact Center Communication Brands 45

NetBase

MARCH 12, 2019

Remember that time your post went viral and your brand mentions shot through the roof? Or maybe it hasn’t happened yet, but you’re expecting something amazing any day now. You’re overdue! Well, that’s one way to look at it, of course – but you’ll miss the building blocks to that success if you’re only accepting – and expecting – results that border on amazing.

Analytics 45

Analytics Effort Score Social Media Travel 45

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

CSM Magazine

MARCH 12, 2019

Are you ready to start building a world class technical support team ? If so, this is a wise goal. After all, your technical support team provides vital help and assistance for all computer software and equipment used in the business. However, if you want to build a great team, you have to find the right people and ensure they can work well together.

Communication 45

Communication Analytics Innovation Technology 45

Optimove

MARCH 12, 2019

Use examples and stories to deliver your messages effectively, and practice answering the hard questions ahead of time so you’re never caught off guard. Aim to engage, not convince. – Pini Yakuel, Optimove. The post 14 Tips For Acing Your First Publicity Interview appeared first on Optimove.

Tips 40

Tips Examples Engagement 40

Ascribe

MARCH 12, 2019

You can create and use taxonomies in Ascribe Rule Sets to help with common text manipulation chores, such as cleaning comments. In this article I will explain how to use a taxonomy in a Rule Set. We will use the taxonomy to correct common misspellings of words that are important to the text analytics work. Read more » The post Using Taxonomies in Ascribe Rule Sets appeared first on Ascribe.

Analytics 40

Analytics How To 40

VDS

MARCH 12, 2019

Every company wants to go digital. But, what does that really mean? To some, digital means using the latest tech tools. For others, digital is how a company connects with customers and the available capabilities on any given device. And to others, digital is simply daunting and maybe even threatening. “Digital” is more than a definition, and it is certainly not a destination.

Omni-Channel 40

Omni-Channel Contact Center Leadership System 40