Tue.Mar 19, 2019

7 Brands That Went All-In for St Paddy’s Day


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!

New KPI Metrics in the Era of Self Service


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.

The Journey To Next Best Experience


Simply put, the “next best experience” is the ideal next interaction that a customer or potential customer should have with your brand. Consumers are desperate for clarity in the complex relationships between themselves and brands.

Predicting Customer Behaviors with Artificial Intelligence


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).

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

DentalPlans.com Performance Soars with Workforce Management in its Contact Center


With more than 340,000 members nationwide, DentalPlans.com has created a fast-growing niche in dental care by marketing dental savings plans to consumers as an affordable alternative to dental insurance. The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. Outbound callers generate membership sales and renewals, while customer care agents handle provider and member care.

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Fake News Week: How to Track Fake News Around Your Brand

Brand Watch

Fake News Week Uncategorized

Amazing Business Radio: Mark Copeman


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.

Customer Success Enablement


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.

Net Promoter Score Survey - 25 Tips To Increase Response Rate (2019 Edition)


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. Net Promoter Score

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

AI IRL Podcast Episode 11: How Intuit’s AI handles money smartly


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?

The Importance of Balance and Motivation as a Customer Service Team Leader


For customer service team leaders, keeping agents motivated, engaged and enthusiastic is a challenge — but it’s not impossible. HR Management for CX CX Culture

10 Tips for Building a Customer Driven Company in 2019


John identifies how technology can support the delivery of an enhanced, competitively-distinct customer experience. Customer Success Customers Onboarding saas value realization

The Four Things You Must Do to Keep Customers Talking about Your CX

Beyond Philosophy

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Measuring customer experience, expectations and loyalty: What questions should you ask?


Loyalty. Measuring CX: What are the right questions to ask

Data Security and Protection at Provide Support

Provide Support

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.

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What it Means to Go Digital in a Physical World: The Rise of Smart Spaces


Great News for Meeting Profs and Employee Engagement! Blog Features Employee Engagement Integrated Tech Meetings Thought Leadership

Smarter Demos: Creating Seamless Omnichannel Experiences

Smarter CX

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.

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.

Help Yourself! A Guide for Self-Service at Work

North Highland

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. Most employees cannot afford the same luxury in the workplace.

How to Calculate Adoption Rate and its Impact on Customer Lifetime Value


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.

Insights from “AI and the Customer Conversation”


Last month I served on the panel of a live webinar where best-selling author Don Peppers and I discussed trends in customer support, and how the dynamic between businesses and customers is evolving with the rapid adoption of AI and automation. I want to delve deeper into a few of those insights. Support by Issue Type vs. Customer Type.

What Does 2019 Have in Store for Social Media and CX?


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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Creating a Culture of Engagement with lululemon


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. Agent Engagement

What’s Going On With Online Grocery

Forrester's Customer Insights

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 […]. ebusiness strategy ecommerce omnichannel customer experience online retail retail

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Big Ideas: Technology in Corporate Research


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?

Why Your Insurance Policy Management System Doesn’t Need to Be Upgraded

Transforming Customer Connections

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?

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.