Totango
JULY 9, 2019
What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy. In fact, customers are far more than just assets; your relationship with them forms the very foundation of your company.
QuestionPro Audience
JULY 9, 2019
The richest man in history was a king named Mansa Musa, who ruled most of western Africa in the 14th century. King Musa possessed so much wealth that merely to travel he would be accompanied by a 60,000-strong caravan comprised of 1,000 attendants, 100 camels loaded with gold, bands of personal musicians, and 500 slaves bearing golden staffs.
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Experience Matters
JULY 9, 2019
Operationalizing XM | Qualtrics. Learn how to adopt the discipline of Experience Management in this free report. The post Operationalizing XM: The Report appeared first on Experience Matters.
NICE inContact
JULY 9, 2019
Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. Some of the most exciting and useful information presented comes from NICE inContact users themselves. . 2019 was no exception, as representatives from a variety of companies presented research, innovative approaches, best practices and results from their contact center experience
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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.
Kristina Evey
JULY 9, 2019
Shownotes… To be successful in your CX efforts, the initial experience the customer has, the promised relationship, and the actual … Read More 058 – Foundation Bricks of Customer Experience. The post 058 – Foundation Bricks of Customer Experience appeared first on Kristina Evey.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
JULY 9, 2019
The Five Core Values of Company Culture. Creating Amazing Customer Experiences From the Inside Out. Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong. The Interview with Michelle Hayward: Michelle is a firm believer in the culture and values of a company. She shared the five most important tenets of company culture.
Alliance by IFS
JULY 9, 2019
“The customer comes first.” “The customer is always right.” These often heard slogans nod to the importance of customer satisfaction. But the field service industry hasn’t always been customer-centered. Historically, many field service organizations (FSOs) measured success based on when technicians arrived, rather than how quickly those techs resolved customers’ problems.
NetBase
JULY 9, 2019
Reddit influence is one of the best kept secrets in many a brand’s marketing toolbox, primarily because it’s a tough nut to crack. 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.
inmoment
JULY 9, 2019
Employee experience (EX) is quickly becoming a mainstay metric for businesses. Much like customer experience, EX is a critical factor for success with its ability to identify and drive impactful change within organizations. Why? Because employees are the most prevalent factor in making–or breaking–memorable, positive experiences for customers. . 5 Elements for Employee Experience Measurement.
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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.
Gainsight
JULY 9, 2019
It’s basically the holy grail of subscription business: how can you accurately and scientifically predict whether a customer is going to renew or not? Seeing the future of your revenue base gives you the ability to better forecast your financials, take action on risky renewals, and—you probably don’t need me to convince you how incredibly gamechanging it would be to pull up a dashboard with a clear likelihood-to-renew score.
Experience Investigators by 360Connext
JULY 9, 2019
Oracle
JULY 9, 2019
The acronym CPQ stands for Configure, Price, and Quote , and it enables your salesforce to propose quotes and proposals on the go. Could a salesforce CPQ improve your sales CX? According to the 2018 Gartner Magic Quadrant for Configure, Price and Quote Application Suites , “Gartner estimated CPQ revenue at $1.1 billion in 2017, up 36% year over year.
Cyara
JULY 9, 2019
The contact center has become the inflection point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. Nearly half of the world’s contact centers have deployed cloud-based solutions and an additional third are in the process, according to IDC.
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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,
North Highland
JULY 9, 2019
It was no small effort getting to the Forrester NYC CX conference this year. The unusually bad weather and the helicopter accident on the roof of the building next door put a serious glitch in our seemingly simple plans. Our journey curved us through long lines, closed roads, extra stops, and wrong ways while delivering a few glimpses of hope, a brief moment to recharge and a flurry of communications to get to our destination.
Integrity Solutions
JULY 9, 2019
The greatest opportunity for moving the needle on customer loyalty—that critical factor for driving long-term growth and maintaining a competitive edge—isn’t going to be found in a piece of technology, or even a new product or feature. Companies tend to talk a great game about their focus on customer loyalty and great customer service, touting commitments to exceed expectations and go above and beyond for their customers.
Helen Dewdney
JULY 9, 2019
Customer service is getting worse, according to the latest figures provided by The Institute of Customer Service (ICS). In figures released today, the ICS Customer Satisfaction Index (UKCSI) has shown an decline for the fourth consecutive year. And by a significant amount too. 14.3% of consumers said that they experienced a problem with customer service.
Centercode
JULY 9, 2019
Technology isn’t the only thing that’s evolving. Customer expectations for product functionality – and how quickly issues are resolved when they don’t meet expectations – have increased considerably in the past 20 years. To keep products evolving at the speed of their customers’ lives, software teams have adopted agile development practices.
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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?
Bold360
JULY 9, 2019
We’ve all heard the old saying “money talks.” Well when it comes to customer loyalty and retention, good customer experience talks much louder. Approximately 40% of financial services and insurance (FSI) companies struggle to keep up with changing customer expectations and behavior.* The truth is, there are a lot of companies with similar products and services, but that doesn’t mean that differentiation is impossible.
Strikedeck
JULY 9, 2019
Christian talks about the top 5 metrics that companies use to measure their CX improvements.
Forrester's Customer Insights
JULY 9, 2019
In today’s increasingly competitive retail market, every technology initiative is pitched as do-or-die. So how do you make smart decisions about which technologies to invest in, to start testing, or to forego? For our annual Top Retail Technology Investments in 2019 research, we interviewed more than 40 retail industry professionals to segment the technologies into “hot,” […].
Feedbackly
JULY 9, 2019
A customer journey map is like a puzzle. For eCommerce, this puzzle can be very complex or it can be very straight forward – The post FREE TEMPLATE – Download Our Free Customer Journey Map Template for eCommerce Companies appeared first on Feedbackly.
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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
JULY 9, 2019
I often think in terms of quarters or three month increments and happen to be coming up on three months as a CX Consultant at Confirmit. To celebrate this milestone, I thought I’d take a look back and share what my experience has been like thus far. First, to provide some additional context, let me detail what led me to the Confirmit in the first place.
Hero Digital
JULY 9, 2019
The workforce is changing. Not only is the future is female, but we should be reminded that the present is also female. This was most exemplified at our office during our “Creative Women, Creative Leadership” event for San Francisco Design Week. With an incredible amount of initiatives in place for women to prosper and grow including Wall Street’s Ellevate, Sheryl Sandberg’s Lean In, and the millennial-focused Girl Boss network, there is a shift in the representation of women in the
ClientSuccess
JULY 9, 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.
CSM Magazine
JULY 9, 2019
Data has delivered so many benefits to businesses around the world. It can be used to better target new customers, help with product development and even boost customer experience. There are a lot of challenges faced by businesses when it comes to collecting and assessing data. However, provided it is done correctly, it can bring significant benefits to your business.
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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.
Forrester's Customer Insights
JULY 9, 2019
Mark Grannan and I just completed our fourth evaluation of the major software vendors focused on digital experiences: Acquia, Adobe, BloomReach, Episerver, Liferay, OpenText, Oracle, Salesforce, SAP, and Sitecore. There are leaders, strong performers, and contenders among this group of important software suppliers. Forrester clients can get the full breakdown here.
MyCustomer
JULY 9, 2019
Loyalty. How adored brands satisfy customer emotions.
Forrester's Customer Insights
JULY 9, 2019
In the past two business days, my colleagues and I have published the Q3, 2019 iterations of our Digital Experience Platform NowTech and Wave (big sigh of relief, and huge thank you to everyone who supported this research!). Unfortunately, despite our consistent and transparent body of DX research dating back to 2013, there remains a […].
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