Alliance by IFS

APRIL 8, 2019

Customer Satisfaction 50

Customer Satisfaction Customers 50

Second to None

APRIL 8, 2019

Excellent customer service is a foundational component of a great customer experience. In customer service, there is a right way to do things—and a wrong way. Your customer service team is the front-line, directly interacting with consumers. Their role is highly influential over your brand’s reputation and customer loyalty. Take the time to ensure that your customer service team is well-trained and prepared to act as the face of your company.

Chatbots 82

Chatbots Self Service Customer Service Representative Fashion 82

Topdown

APRIL 8, 2019

Gartner’s latest Magic Quadrant for Digital Experience Platforms [paywall] (Gartner, Inc., February 11, 2019) predicts that through 2021, 85% of the effort and cost in a digital experience platform (DXP) program will be spent on integration. That’s partly because Gartner has refined its definition of a DXP, i.e., it is not a monolithic product from a single vendor anymore.

Customer Journeys 48

Customer Journeys Software Customer Engagement Customer Experience 48

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies. Your NPS score is based on customers responding to one question: “How likely are you to recommend us to a friend or colleague?”.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247

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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.

Customers

NICE inContact

APRIL 8, 2019

Greeting customers. Aaaaah, that crucial first impression and what to do with it. Before we get started with the how, what, and why, let’s take a step back… Ask yourself, what is your sole purpose in your contact center? To make your customer happy? To drive revenue? The answer to this question should be a cornerstone to drive home the importance of the customers experience from the moment they connect with your company – over any channel!

Call Center Experience 150

Call Center Experience Call Center Tips Contact Center 150

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. Irrationality and data don’t mix. However, there are ways that people’s irrational behavior reveals a rational pattern in the data. Let’s take a look at actionable insights about people’s irrational behavior as customers and the importance of the human touch in a digital transformation.

Self Service 126

Self Service Hospitality Training Survey 126

GetFeedback

APRIL 8, 2019

Try these deep audience research methods to uncover who your audience truly is and what they want. Only then can you give users the experiences they crave.

195

195

Oracle

APRIL 8, 2019

This past month at Oracle’s Modern Customer Experience conference , CX leaders from 37 countries gathered in Las Vegas for three days of customer experience insights, trends, and technologies. The event featured 300+ educational sessions and 400+ speakers, including a keynote session with Oracle CEO Mark Hurd. Oracle CEO Mark Hurd has regularly spoken at Oracle Modern Customer Experience, with past keynotes available on his official YouTube channel.

Sales 107

Sales Customer Experience Conference Training 107

GetFeedback

APRIL 8, 2019

Try these deep audience research methods to uncover who your audience truly is and what they want. Only then can you give users the experiences they crave.

150

150

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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.

Communication

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. (NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Customer Service 101

Customer Service Hotels Hospitality Government 101

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience.

NPS 150

NPS Brands Customer Experience Customers 150

Bizagi

APRIL 8, 2019

Modeler 3.4 is here! Learn about the fantastic new features we’re launching to give you the best process modeling experience. Over the last few months the engineering team have been working hard to bring you some exciting new updates. We take your feedback very seriously, reading and re-reading all comments on our user forum so that we can continue to provide you with the best process modeling experience.

Feedback 75

Feedback Customer Experience Company Innovation 75

One Millimeter Mindset

APRIL 8, 2019

Ah, the life of left brain thinkers is complex and frustrating. These professionals, including STEM professionals (Science-Technology-Engineer-Mathematics), often are the smartest people in the room. Hands down. They also are the hardest-to-understand people in the room. That is why business decision makers turn off and tune out presentations and communications from the left brain thinkers in your organization.

Communication 75

Communication Employee Experience Customer Retention Sales 75

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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,

Tips

Truthlab

APRIL 8, 2019

The User Perception, Cognition & Interaction (UPCI) lab at the University of Southern Indiana (USI) is known for its unique approach to research and their latest project or Escalade Sports’ e-commerce website is no exception. Escalade Sports’ wanted to know how the updates to their e-commerce website impacted customer’s experience. As more and more people shop online, they wanted to ensure their website stayed ahead of the curve.

Customer Experience 63

Customer Experience Sports Study Video 63

MyCustomer

APRIL 8, 2019

8th Apr 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. Neil Davey. Managing editor.

Management 52

Management Customer Experience Customers 52

Connective DX

APRIL 8, 2019

Online support is a golden opportunity, but it requires applying the same service-minded approach that makes our most valued employees the best assets we have.

Call Center 56

Call Center 56

CSM Magazine

APRIL 8, 2019

When your business becomes so successful that you can’t serve your customers, you need to get creative. Shep Hyken explains. The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”.

Advertising 49

Advertising Report Customer Experience Customer Service 49

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.

Retail

ProProfs Chat

APRIL 8, 2019

Did you know before making an appointment with a doctor, 83% of patients visit the hospital’s website? Around 1 in 20 searches on Google are health-related topics. These numbers show how important it is to have a responsive website for a healthcare business. Now, along with creating and maintaining a website for your healthcare business, it is also important to reach out to your customers and provide instant resolution to their queries.

Healthcare 49

Healthcare Software Customer Service Exceptional Customer Service 49

Talkdesk

APRIL 8, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This blog post is the first in a four-part series outlining Talkdesk’s security policies. In this post, we cover Talkdesk’s approach to organizational security.

Policies 45

Policies Government Guidelines Contact Center 45

Connective DX

APRIL 8, 2019

One thing was evident last week at Martech West in San Jose, California: The Customer Data Platform (CDP) is settling in as a foundational element in the marketing technology stack. As a topic of conversation, CDP worked its way into every presentation I attended. And, without exaggeration, each person I spoke with was there, at least in part, to learn more about the category.

Data 45

Data Technology Customers Marketing 45

Innovative CX

APRIL 8, 2019

And you know they will if humans are involved in delivering products and services to your customers. Are you ready? Do you have an effective service recovery process in place to handle those mistakes? As evidenced by our own experiences, many organizations do not possess the type of recovery process that will retain unhappy customers. Here is a simple CX fact – when an organization makes a mistake and recovers from it effectively, customers are more forgiving and less critical.

B2C 40

B2C B2B Loyalty Consulting 40

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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.

Training

Help Scout

APRIL 8, 2019

Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What’s New. Introducing channel-based reports. Up to this point, Help Scout’s reports have always been a bit more email-centric, as email is the primary channel we’ve been focused on. But with the launch of Beacon and Chat , it was time to take a different approach, and the end result is channel-based reports.

Report 40

Report Wait Times CRM Connections 40

MyCustomer

APRIL 8, 2019

8th Apr 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. James Dodkins. Customer Experience Rockstar.

Customer Experience 40

Customer Experience Customers 40

Talkdesk

APRIL 8, 2019

Talkdesk is home to inspiring leaders who have amazing stories to tell. Our executive team is comprised of a diverse group of individuals who have varied career paths and knowledge they’ve gleaned from years of experience inside and outside of the contact center industry. We want to share their insights with you, which is why we’re launching a blog series called Executive Perspectives!

Contact Center 40

Contact Center Leadership Resources Groups 40

Ecrion

APRIL 8, 2019

Creating a great customer experience is paramount to the success of your company, no matter the industry. There are many ways in which companies can do this, but for the financial industry, the easiest way is through banking statements. Your customers receive banking statements every month. Have you thought about how to provide customers more value through this consistent banking correspondence ?

Banking 40

Banking Customer Experience Financial Software 40

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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?

Customer Experience

Bold360

APRIL 8, 2019

Subscribe via iTunes , Spotify and more. Artificial intelligence and machine learning deliver serious ROI when you’re dealing with large data volume, but sometimes you need to know when a human should intervene. There are also times when we need to give up a little control to let the AI help drive the conversion process. Finding that happy medium is an ongoing challenge according to Jaime Romero , Global Head of Marketing and Customer Delivery at MRP , a leading global predictive intelligence or

Analytics 40

Analytics ROI B2B Data 40

Thunderhead

APRIL 8, 2019

Why it’s early days for the new AI-driven personalization engine at McDonald’s. If ever there was a story to indicate the pace of change, it’s the McDonald’s decision to purchase a tech business whose speciality is AI-driven personalization. On the one hand, the Dynamic Yield acquisition is a fascinating example of the blurring of digital and real-life channels – exactly the vision of omnichannel we at Thunderhead have been championing for years.

Retail 40

Retail Customer Journeys Sports Analytics 40

ProProfs Chat

APRIL 8, 2019

Did you know before making an appointment with a doctor, 83% of patients visit the hospital’s website? Around 1 in 20 searches on Google are health-related topics. These numbers show how important it is to have a responsive website for a healthcare business. Now, along with creating and maintaining a website for your healthcare business, it is also important to reach out to your customers and provide instant resolution to their queries.

Healthcare 40

Healthcare Software Customer Service Exceptional Customer Service 40