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.

Customer Data Shows the “What,” While Customer Insights Reveal the “Why”

Vision Critical

Big data is big business. Enterprises are spending billions on big data. They’ve been using it to drive decision making for years now. But executives are realizing that this type of transactional customer data isn’t enough. Customer Centricity Customer Insights

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.

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).

More Trending

CloudCherry – Tying Financial Goals to CX Metrics


“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.

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

Brandwatch CX

Fake News Week Uncategorized

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.

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

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

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.

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.

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?

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

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

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

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.

Data 52

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.

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.

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.

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 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.

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?

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

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


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?

What Are Your Filthiest CX Habits? And How Can You Break Them?


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?

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

Confirmit CX Expert Series: Peter Wild - ANSYS


In this video, Peter Wild, Software Development Director at ANSYS gives his advice to companies planning to start a customer experience program.

Video 52

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.