inmoment

MAY 14, 2019

40

40

Kitewheel

MAY 14, 2019

Most businesses have realized that it is time to start journey analytics. But it isn’t easy. Analytics is an expensive direction for businesses to pursue if those efforts don’t deliver a return on their investment. Gartner rightfully points out that right now, across almost every industry, analytics resources are misaligned with business goals.

Analytics 40

Analytics Brands Customer Journeys Metrics 40

UJET

MAY 14, 2019

Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system. Depending on the industry, customers might be calling about product support like a smart home device , subscription information or financial issues. IVR systems guide customers towards a specialized support agent or accessing a self-service solution.

Self Service 113

Self Service Customer Experience Financial System 113

Kristina Evey

MAY 14, 2019

Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey.

Customer Journeys 227

Customer Journeys Employee Experience Leadership 227

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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

NICE inContact

MAY 14, 2019

When it comes to sense of direction, I’ll admit I’m closer to “can’t find her way out of a paper bag” than “has a strong internal compass.” So you can understand that GPS navigation is riding shotgun when I’m on the road and is in my top-five most frequently used apps. As I slogged along the 101 here in Southern California recently, I realized that my navigation is a lot like the intraday management and reforecasting capabilities available within workforce management platforms.

Contact Center 136

Contact Center Management Average Handle Time Course 136

ShepHyken

MAY 14, 2019

Being Human in a Technology-Driven World. Why Connections Matter More Than Ever. Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience. The Interview with Jill Nelson: The driving force behind good customer service should be human engagement and connection.

Technology 109

Technology Connections Training Customer Service 109

Survicate

MAY 14, 2019

You should never ignore the importance of customer satisfaction. There are dozens of factors contributing to the success (or failure) of a business, customer satisfaction is one of them. It’s important to track this factor and work on improving it in order to make your customers more loyal and eventually turn them into brand ambassadors. If you don’t care about customers’ satisfaction, don’t expect them to care about your services or products.

Customer Satisfaction 110

Customer Satisfaction Social Media Case Study Customers 110

Totango

MAY 14, 2019

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? One way is to use key performance indicators (KPIs) to make an abstract concept, like customer success, quantifiable. There are many different KPIs, and each evaluates progress toward goal completion from a different angle.

Customer Success 93

Customer Success Metrics Measurement Customer Satisfaction 93

Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Provide high-level instructions for executing the strategy.

Roadmap 81

Roadmap Sales Customer Centricity Return on Investment 81

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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

Gravy Analytics

MAY 14, 2019

Coach’s new advertising campaign continues to evangelize its modern luxury leather goods to fashionable, younger buyers. The company’s handbags, clothing and accessories take center stage in spots featuring actor Selena Gomez , the current face of Coach. With highly-embellished handbags and shoes, and whimsical clothing and accessories, Coach’s latest line gives a youthful, eclectic aesthetic a luxurious feel.

Fashion 68

Fashion Advertising Travel Loyalty Programs 68

Feedbackly

MAY 14, 2019

Happiness is a core aspect of human existence. Everyone is in the pursuit of happiness from the moment they take their first steps. But we. The post Feedbackly – Where it all began appeared first on Feedbackly.

Feedback 67

Feedback 67

Talkdesk

MAY 14, 2019

“Your Call Is Important To Us” When your customers hear that, do they really believe it? The longer you make them wait, the less important they feel. Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason. But just what is Average Wait Time, and what are some of the ways you can reduce it to help ensure that customer calls are being answered quickly and effectively?

Wait Times 61

Wait Times Call Center Abandon Rate Average Handle Time 61

Oracle

MAY 14, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. Our NRF 2019: Retail’s Big Show experience in New York City from January 13-15, wouldn’t be complete without giving some of the latest retail technology a try. In this 13th video of the Smarter Demo series, we spoke with Jamie Fleming, Founder and CEO of Studio 216 , who allowed us to experience a virtual reality environment that helps train staff o

Training 58

Training Retail Video Sales 58

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ROI

Cyara

MAY 14, 2019

In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025, forcing all customers to shift to IP-based VoIP (Voice Over IP) and SIP (Session Initiation Protocol) telephony services. Rather than a chore, to me this represents an opportunity for companies in the UK to take advantage of new cloud technology and improve their customer experience at the same time.

Technology 52

Technology Customer Experience Company Contact Center 52

Strikedeck

MAY 14, 2019

Andy shares what causes stress for the customer, and what you can do to assuage it.

Customers 73

Customers Customer Success 73

Playvox

MAY 14, 2019

Working remotely offers businesses and employees a number of benefits. First and foremost, let’s talk commuting. Research by the U.S. Census Bureau shows people in full-time roles typically spend more than 200 hours travelling to and from their jobs each year. That can’t sound appealing to anyone.

Travel 48

Travel Customer Service Customers Culture 48

ClientSuccess

MAY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Touchpoint 45

Touchpoint Customer Success Engagement Strategy 45

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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?

Customer Experience

Kustomer

MAY 14, 2019

Customer service leaders have a lot of metrics to track and interpret, with customer satisfaction data as some of the most important — and often underutilized. Satisfaction metrics aren’t just for evaluating the efficacy of your support agents; they also correlate strongly to customer lifetime value and loyalty, and can provide valuable insight to teams throughout your organization.

Customer Satisfaction 45

Customer Satisfaction Metrics Effort Score Net Promoter Score 45

NetBase

MAY 14, 2019

Tasked with providing products and services that are ‘better than yesterday’s best’ is where most CPG brands find themselves living these days. And we see many of these brands consistently clearing that hurdle thanks to customer experience (CX) analytics informed by Next Generation Artificial Intelligence (AI). Here’s how you can join their ranks! Using AI to Connect the Dots.

Analytics 43

Analytics Consumers Effort Score Comparison 43

Forrester's Customer Insights

MAY 14, 2019

Marketing has been a story of eras: from mass marketing to the direct marketing era to digital marketing, and now data-driven marketing. As marketing strategy changes and marketing resources shift, so do consumers and customer loyalty — today, consumers use more devices, ad blockers and other privacy protection tools, and still have increasingly sophisticated customer […].

Strategy 50

Strategy Marketing Loyalty Consumers 50

Connective DX

MAY 14, 2019

One thing that was evident at MarTech West in San Jose, CA earlier this month; The Customer Data Platform (CDP)is settling in as a foundational element in the marketing technology stack. As a topic of conversation, CDP worked its way into every presentation I attended. And, without exaggeration, each person I spoke with was there, at least in part, to learn more about the category.

Data 40

Data Technology Customers Marketing 40

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Think Customers

MAY 14, 2019

In today’s job market, what constitutes an engaging employee experience is constantly redefined. There was a time where a fun lounge area with games and snacks was viewed as a key factor in retaining employees. But look at Google. For all its hip attempts to create a fun work environment, it has one of the lowest median employee tenures at little over a year, according to PayScale.

Employee Engagement 40

Employee Engagement Engagement Employee Experience Marketing 40

Forrester's Customer Insights

MAY 14, 2019

At 5 a.m. this Saturday morning, I will be in a huddle of a few dozen hardy individuals in subfreezing temperatures. At the hour, we will begin a “race” through 60 kilometers of beautiful desert surrounding Utah’s Bryce Canyon. I put “race” in quotation marks because, except for the premier athletes at the front of […].

Customers 49

Customers 49

Strikedeck

MAY 14, 2019

Shreesha shares his insights about the.

Customer Success 69

Customer Success Customers 69

Forrester's Customer Insights

MAY 14, 2019

In 2019, the pressure on insurance business and technology leaders isn’t letting up. Earlier this year in Forrester’s “How Five Drivers Will Shape Insurance Business Technology Investments In 2019” report and webinar, we examined the drivers shown here that are shaping insurance business priorities. What Did We Learn? These five drivers are refocusing executive and […].

Insurance 48

Insurance Technology Report System 48

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

MyCustomer

MAY 14, 2019

Engagement. How to reverse-engineer your CX strategy for speed.

Strategy 54

Strategy How To Customer Experience Engagement 54

Forrester's Customer Insights

MAY 14, 2019

Success in the communications services sector is indeed a capricious piece of cheese. In it, every new technology advancement brings new business models, new security and sociopolitical debates, brand new industries of disruptors, and even new job roles for man and machine. As new technologies mature, the distinction between technology, media and telecommunications industries blur. […].

Communication 46

Communication Telecommunications Technology Industry 46

Qualtrics

MAY 14, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Mario’s “Why Qualtrics” story. The psychological component of doing business really interests me. I studied Management and Economics in University, with a focus on Marketing, Strategy & Leadership and Business Informatics.

Leadership 37

Leadership Sales Study Consulting 37