Tue.Aug 13, 2019

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The Top Five Customer Onboarding Challenges and How to Solve Them

Totango

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. What your organization does next could mean the difference between having a life-long customer or another churn statistic.

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Shaming Customers Drives Conversions, but at What Cost?

Strikedeck

Andy talks about how e-commerce companies make customers feel shameful about opting out of an upsell/add-on opportunity.

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

Quadient

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?

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More Than Just Data: Why Actionable Insights Matter

CloudCherry

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. And many companies have forged ahead with voice of the customer (VoC) programs, too. Yes, metrics are a crucial element of every successful CX program.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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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.

More Trending

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Here’s Your Inside Look into the Future of Digital-First Customer Service

NICE inContact

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook.

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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. Does this scenario sound familiar: I’ve had breakfast, lunch and a snack and the cable guy is still not here. I got a call from him about an hour ago that he’s, “On his way.” No clue what that means.

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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.

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

Alliance by IFS

Positive customer ratings and user reviews earn Astea the Top Performer ranking from FeaturedCustomers. HORSHAM, PA (August 15, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has been named a Top Performer in the Field Service Management (FSM) Software category for the Summer 2019 Customer Success Report published by FeaturedCustomers.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Four Tips to Help Reach Your Business Intelligence Goals

Bizagi

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. One of the keys to success is using Business Intelligence (BI) to make data-driven decisions, which improve accuracy and achieve greater business results. BI is being recognized in companies worldwide as a key corporate asset that enterprises use for differentiation.

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Make Workforce Management a Priority When Upgrading Your Contact Center

Talkdesk

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. But, that type of system doesn’t work for email and social media interactions, which can extend well beyond a real-time metric; or for more complex interactions involving people outside the contact center itself, such as product specialists who are brought in to aid with a diff

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How To Monitor Competitors’ Social Activity Without Overdoing It

NetBase

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. Otherwise, you’re just wasting valuable hours you should have been spending gathering intel around your own efforts. But how do you know when enough is enough?

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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. While it’s tempting, especially for seasoned researchers, to dive right in, solid up-front planning is critical when it comes to building a segmentation your organization will accept and implement. With decades of segmentation experience, we’ve found the key to a successful outcome lies with engaging stakeholders early and often.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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5 Exciting Industry Specific Sessions at Oracle OpenWorld 2019

Oracle

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Here are 5 of the upcoming, exciting industry specific sessions. You can also view the full CX session catalog here. **Ready to register for Oracle OpenWorld today?

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How CustomerCount transforms unstructured data into added value

Keatext

The post How CustomerCount transforms unstructured data into added value appeared first on Keatext.

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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. But the most common question we hear, is about the role of AI in Supply Chain. The […].

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A Message from Khoros’ New CEO, Jack Blaha

Lithium

Hi everyone, my name is Jack Blaha and I’m honored to share that I’ve joined Khoros as CEO. I’m thrilled to be here and join this dynamic space. As more and more brands are realizing their growth depends on their reputation in the market, there’s never been a more critical time to get customer engagement right across the entire journey. We are here to help you do just that.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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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. And the demand for comfort and convenience in dining continues to drive the surge in these types of establishments.

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A Message from Khoros’ New CEO, Jack Blaha

Lithium

Hi everyone, my name is Jack Blaha and I’m honored to share that I’ve joined Khoros as CEO. I’m thrilled to be here and join this dynamic space. As more and more brands are realizing their growth depends on their reputation in the market, there’s never been a more critical time to get customer engagement right across the entire journey. We are here to help you do just that.

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

Team HGS

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. After attending the recent Nexus event, Mastering Digital Channels to Manage and Fuel Exponential Growth, I thought I would pay forward this opportunity and share some key takeaways. .

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A Message from Khoros’ New CEO, Jack Blaha

Lithium

Hi everyone, my name is Jack Blaha and I’m honored to share that I’ve joined Khoros as CEO. I’m thrilled to be here and join this dynamic space. As more and more brands are realizing their growth depends on their reputation in the market, there’s never been a more critical time to get customer engagement right across the entire journey. We are here to help you do just that.

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The Open CCaaS Advantage Report

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.

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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. In your CXU Student Briefs, we will share with you each one of these five principles with an interactive activity to drive home how fundamental they are.

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A Message from Khoros’ New CEO, Jack Blaha

Lithium

Hi everyone, my name is Jack Blaha and I’m honored to share that I’ve joined Khoros as CEO. I’m thrilled to be here and join this dynamic space. As more and more brands are realizing their growth depends on their reputation in the market, there’s never been a more critical time to get customer engagement right across the entire journey. We are here to help you do just that.

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Marketing is Morphing. Insight Departments Must Evolve Too

Maru Group

“Why more brands are ditching the CMO position” was the headline of a recent Ad Age article. It reports: “Several big-name companies have recently done away with the CMO position altogether—including Johnson & Johnson, Uber, Lyft, Beam Suntory, Taco Bell and Hyatt Hotels, accelerating a trend that began a few years ago.”. The force behind this trend has important implications for the insights industry too.

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Hello, Khoros! A Message from Khoros’ New CEO, Jack Blaha

Lithium

Hi everyone, my name is Jack Blaha and I’m honored to share that I’ve joined Khoros as CEO. I’m thrilled to be here and join this dynamic space. As more and more brands are realizing their growth depends on their reputation in the market, there’s never been a more critical time to get customer engagement right across the entire journey. We are here to help you do just that.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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How Banks Are Missing the Mark With Data Management

datastax

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.

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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.

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8x8 Partners with CLC World Partners to Revamp Customer Service

MyCustomer

12th Aug 2019 Resort Operator Moving to 8x8 Solution for 170 Contact Centre Agents London – 12th August 2019 – 8x8, a leading 8x8 Partners with CLC World Partners