NetBase
MARCH 19, 2019
Are there any holidays that make people as boisterously happy online as St. Patrick’s Day, or St. Paddy’s Day to those true green fans? Marketing to capture any holiday audience can be tricky regardless of the energy it offers though, so let’s see how seven brands fared with their online attempts! Everyone May Be Irish, But Doesn’t Make Them Relevant.
TechSee
MARCH 19, 2019
Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. No longer. Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues.
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InMoment XI
MARCH 19, 2019
Defining AI and Machine Learning for Enterprise CX The market is seeing a significant emphasis on the need for predictive solutions, ranging from machine learning capabilities to artificial intelligence (AI). And while many companies claim to offer these exciting new technologies, rarely do they deliver on the promise. True prediction requires more than a click.
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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.
CloudCherry
MARCH 19, 2019
“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. This is the challenge that every CX leader needs to overcome. In order to prove their value to the company, secure the budget and buy-in they need to make changes, CX leaders must demonstrate an “irrefutable” connection to business metrics.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
MARCH 19, 2019
Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits. They also talk about the importance of humanity within the employee and customer experience.
Bold360
MARCH 19, 2019
Subscribe via iTunes , Spotify and more. If AI is where the smart money is going, how does AI handle the smart money? We’ve all read about how Wall Street firms have invested billions in AI and machine learning, but what about the people on Main Street? To find out, I spoke with Bharath Kadaba , Chief Innovation Officer at Intuit. Intuit’s brands include personal finance products like Quicken and Mint, business accounting software like Quickbooks, and TurboTax the #1 best-selling tax preparation
natero
MARCH 19, 2019
Customer Success teams have no shortage of responsibilities — from launching new accounts, to helping existing customers achieve their goals and realize value — all the while securing upsells and renewals. With so many demands on a CSM's time, it's not surprising that leadership teams are ramping up investment in tools and resources to better support Customer Success teams.
Survaider
MARCH 19, 2019
Improving your Net Promoter Score or NPS is a problem at hand that businesses are dealing with. The answer to the solution isn’t a magic spell.
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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.
North Highland
MARCH 19, 2019
Today, information and content are everywhere. We spend countless hours sifting through endless media channels searching for updates on our favourite celebrities, sports teams, TV shows, the list goes on. It can take endless scrolling for us to feel satisfied with the information we have, to feel like we’re up to date, and to feel like we know what we need to.
Totango
MARCH 19, 2019
If your customers aren’t using your product, then they’re not really your customers. They may have subscribed, but if they’re not actively engaging with the product, they’ll never see the value of their investment. And without a clear return in sight, they’re a churn waiting to happen. That’s why it’s important to understand how to calculate adoption rate.
Happy or Not
MARCH 19, 2019
Earlier this month you may have seen my Forbes article on the uniquely Finnish trait of sisu. The most fascinating part of this process was putting into words what sisu means for me personally; while all Finns know what sisu is. The post Forbes: Why Business Leaders Should Follow ‘Sisu,’ Finland’s Equivalent Of The American Dream appeared first on HappyOrNot.
Avaya
MARCH 19, 2019
This blog is authored by Phil Baumann & Hristiyana Ivanova at C3i Solutions. Phil Baumann is the Director, Digital Strategy and Operations at C3i Solutions. Hristiyana Ivanova is the Assistant Operations Manager for C3i Solutions’ Global Service Delivery and Digital Experiences team. This blog was first published Jan 31, 2019 on the C3i Solutions blog.
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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,
Strikedeck
MARCH 19, 2019
John identifies how technology can support the delivery of an enhanced, competitively-distinct customer experience.
Provide Support
MARCH 19, 2019
GDPR compliance is demanded of all businesses handling EU citizens’ data by 25 May 2018. For companies across every industry, the paradigm of data privacy has changed fundamentally. Under GDPR, companies must follow uniform rules on how personal data is processed or face severe penalties. These data security rules are applied to all companies using live chat technology as communication channel.
Confirmit
MARCH 19, 2019
Wouldn’t it be lovely if your business had a crystal ball that would tell you what to do to improve the organization and what the future held? With that information, you could plan the most effective steps to drive revenue or beat out the competition… Unfortunately, there are no crystal balls in business. But, it doesn’t follow that businesses have no hope for getting insights that enable proactive decisions.
Ecrion
MARCH 19, 2019
It might seem like the most natural thing to do. The world is changing, technology is changing, the wants and needs of your customers are changing, why not change your policy management system? Before you decide on a costly insurance correspondence upgrade, perhaps it’s worth looking at other options. There are many reasons for wanting to move forward with an insurance correspondence upgrade.
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.
Confirmit
MARCH 19, 2019
What are your worst habits? Biting your fingernails? Swearing? Expecting everyone in the business to care as much about Net Promoter Score as you do? Confirmit surveyed 700 customer experience professionals and we’ve crunched the numbers to reveal the five habits that underpin the most successful programs. Listen to Shelly Chandler, VP, Customer Experience Consulting at Confirmit as she reveals the habits you need to adopt to get your program to fly.
Oracle
MARCH 19, 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. In this 5th video on the Smarter Demos series, we take a look at some of the latest in omnichannel retail technology. While on location at NRF 2019: Retail’s Big Show in New York City from January 13-15, the SmarterCX team met with Danny Beltran, Principal Sales Consultant for Oracle , who showed us how to create seamless, fast omnichannel experiences for
Confirmit
MARCH 19, 2019
In this video, Peter Wild, Software Development Director at ANSYS gives his advice to companies planning to start a customer experience program. He explain that if businesses are going to be able to act on feedback effectively, it’s vital to bring people together from across different parts of the business. Peter explains how at ANSYS, they needed to focus on workflows and processes that touch many parts of the company, so getting buy-in from stakeholders around the company was key to thei
Stella Connect
MARCH 19, 2019
How lululemon Builds a More Engaged Service Team When Dave Pitsch was tapped to manage lululemon’s new 100-person contact center about five years ago he’d never led a contact center. […]. The post Creating a Culture of Engagement with lululemon appeared first on Stella Connect.
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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.
Forrester's Customer Insights
MARCH 19, 2019
While every tech vendor seems to lay claim to being an expert in digital transformation, it stands to reason that not all can be. For sure, there are many vendors with experience helping clients create new customer or employee digital experiences, but this experience doesn’t make them experts in digital business transformation. For 20 years, […].
Forrester's Customer Insights
MARCH 19, 2019
Last week, IRI hosted its fourth annual Growth Summit in Denver (where some hapless attendees were snowed in by an unfortunate blizzard on the second day). For anyone not familiar with IRI, it is one of the world’s largest analytics firms. Among a slew of other assets, it has proprietary data from checkout registers, which […].
Playvox
MARCH 19, 2019
For customer service team leaders, keeping agents motivated, engaged and enthusiastic is a challenge — but it’s not impossible.
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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?
Forrester's Customer Insights
MARCH 19, 2019
We’ve all learned about the advantages of software defined infrastructure. We don’t think twice about network or desktop virtualization. But what about using software to define, and remotely manage, store infrastructure and applications? Think about the rise of pop up stores or the rapid proliferation of store banners as retailers shape shift in anticipation of […].
Maru Group
MARCH 19, 2019
The post Circle K Ireland & Maru/edr case study; Delivering better outcomes in less than one year appeared first on Maru/EDR.
MyCustomer
MARCH 19, 2019
Loyalty. Measuring CX: What are the right questions to ask?
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