Tue.Aug 13, 2019

The Top Five Customer Onboarding Challenges and How to Solve Them


Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase , is what really establishes the customer relationship.

Shaming Customers Drives Conversions, but at What Cost?


Andy talks about how e-commerce companies make customers feel shameful about opting out of an upsell/add-on opportunity. Customer Success Customers Onboarding saas value realization

Driving great customer experience: Three ways technology can help insurers overcome disruption


Traditional insurers are currently battling against a triple threat. First, there is a steady stream of new players entering the industry, with tech giants such as Amazon and Google dipping their toes in the water; creating a whole new range of competition with new advantages. After all, could any insurer claim to match the level of knowledge Google or Amazon potentially have of their customers?

More Than Just Data: Why Actionable Insights Matter


Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Don’t Make Customers Play the Service Waiting Game

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

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More Trending

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

Forecasting is a critical component of a call center’s workforce management program. The accuracy of your forecast has a ripple effect on almost all performance metrics and business outcomes. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! Forecasting has often been described as part science and part art, and there are many factors that impact forecast accuracy.

Astea International Named Top Performer in the Summer 2019 FSM Software Customer Success Report


Positive customer ratings and user reviews earn Astea the Top Performer ranking from FeaturedCustomers. HORSHAM, PA (August 15, 2019) — Astea International Inc.,

Four Tips to Help Reach Your Business Intelligence Goals


The age of Intelligent Process Automation is seeing businesses all around the globe develop at a rapid pace and realize the benefits of new digital technologies.

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Make Workforce Management a Priority When Upgrading Your Contact Center


Workforce Management (WFM) presents difficult challenges, especially with regard to an omnichannel contact center. Until recently, forecasting and scheduling was done by time increments, usually in 15 to 30-minute blocks.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How To Monitor Competitors’ Social Activity Without Overdoing It


The grass isn’t greener on your competitor’s lawn. or is it? Monitoring competitors social activity is important, but it shouldn’t take up too much of your time – unless you’re planning a hostile takeover.

What is White-Label Reputation Management?



The 5 things to do BEFORE you Begin a Segmentation

Chadwick Martin Bailey

Segmentations can be big endeavors—organizations investing time, money, and people, need to see meaningful outcomes.

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CEO’s Guide to Growth through Customer Experience Alignment


CEO’s Guide to Growth through Customer Experience Alignment Lynn Hunsaker. Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How CustomerCount transforms unstructured data into added value


The post How CustomerCount transforms unstructured data into added value appeared first on Keatext. Case study Customer care Survey platforms voice of the customer

Top 5 Tips on Starting a Restaurant Business

CSM Magazine

It’s easy to see the appeal of starting a restaurant. After all, not only is the food and service business much more accessible compared to other industries but many people these days no longer have the inclination or time to cook their meals.

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CXU Student Brief 9

CX University

The CXU Student Brief. A monthly newsletter for Upgraded Online Course Subscribers. You’re reading The Fundamentals series. There are 5 Common Sense Principles that underpin customer experience excellence. These fundamentals are not just important; they are everything.

Embed AI in your digital supply chain to win, serve, and retain customers

Forrester's Customer Insights

It’s now just over 12 months since we first published research on Digital Supply Chain. Some Forrester clients have made progress with Integrated Business Planning and with Control Towers. And they are on the lookout for Blockchain opportunities.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Protected: CXU Student Brief 11

CX University

This content is password protected. To view it please enter your password below: Password: The post Protected: CXU Student Brief 11 appeared first on CX University. Brief


Data Science And Design Collide — There’s A Better Way

Forrester's Customer Insights

Last August, a tweet from a data scientist reminding colleagues to get out of tables of data and talk to real people — you know, do qualitative research — went viral among these two constituencies.

How Banks Are Missing the Mark With Data Management


The banking and financial services sector has been on the front line of digital transformation— and as a result, banks have an incredible amount of customer data and transactional data on-hand. Many banks have put that data to good use and readily embraced data-driven applications to keep up with consumer demand. Still, many banks are completely missing the mark when it comes to how they’re managing that data.

Headless Commerce And The Horseless Carriage

Forrester's Customer Insights

As with any high-consideration purchase, there’s an expectation of a bedside manner. Buying an eCommerce platform is no exception. But all too often, I hear it feels a lot like this doctor’s visit. Nurse tells me you’re losing sleep.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Key Takeaways: Mastering Digital Channels to Manage and Fuel Exponential Growth


Key Takeaways: Mastering Digital Channels to Manage and Fuel Exponential Growth. By Wendy Shlensky, Vice President, Global Head PR & Analyst Relations at HGS. There are many reasons I’m lucky to live in New York City, including the fact that it’s where many companies hold conferences.

Build Your Next-Generation Business Case Using A Lifecycle

Forrester's Customer Insights

So you’ve got a great new idea for how technology-driven innovations can transform your business, reinvent the way employees work, and/or drive customer obsession. That’s a great start!

Marketing is Morphing. Insight Departments Must Evolve Too


“Why more brands are ditching the CMO position” was the headline of a recent Ad Age article.

Rated H For Headless (Is Headless CMS For Mature Audiences Only?)

Forrester's Customer Insights

My colleague Joe Cicman just published a new report (“The New Commerce Revolution: Off With Their Heads (Or Not!“) “) to help de-hype headless commerce.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!