Experience Matters

MAY 5, 2017

Comcast recently moved its Customer Service and Customer Experience teams into the company’s Technology and Products division. Charlie Herrin will remain as the chief customer experience officer and Tom Karinshak will remain as the chief customer service officer, but they will now both report into Tony Werner, president of Comcast’s Technology and Products Group.

Customer Experience 173

Customer Experience Groups Report Technology 173

NICE inContact

MAY 5, 2017

Anyone can design a customer feedback survey. It’s just a bunch of questions about things that you, your boss, your marketing department, and perhaps an executive or two want to know about your customers. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results. Stop! If you believe any of what you just read and you have any type of customer feedback survey in place now, you are likely hurting your company’s reputation.

Feedback 160

Feedback Survey How To Customers 160

Uniphore

MAY 5, 2017

The customer experience begins well before and continues long after their interactions with your contact center. So an omnichannel experience encompasses much more than just customer service. Read More.

Omni-Channel 100

Omni-Channel Contact Center Interaction Customer Service 100

Alida

MAY 5, 2017

Retail brands are investing billions of dollars to deliver more compelling experiences for their customers. This year alone, Target plans to invest $2 billion in new technology. Not to be outdone, Wal-Mart is on track to spend $1.1 billion in digital initiatives. Wal-Mart’s goal, according to CFO Charles Holley, is to build a better relationship with customers through “improved site experiences and apps but also [through] enhanced store experiences.”.

Retail 100

Retail ROI Technology Brands 100

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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

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. – Shep Hyken. Anyone who’s had to suffer the never-ending chore of navigating a phone tree will tell you that the experience is unpleasant — often made even worse by that disembodied voice repeating “your call is

Self Service 79

Self Service Omni-Channel Social Media Retail 79

Esteban Kolsky

MAY 5, 2017

Title: The Dark Secret at the Heart of AI. Link: [link]. Source: MIT Technology Review, via Google Alerts. “If it can’t do better than us at explaining what it’s doing,” he says, “then don’t trust it.” My Impressions: I am not going to say that machine learning is misunderstood, but the fact that most everyone uses AI and ML interchangeably says that for me.

Analytics 60

Analytics Technology Data Marketing 60

Talkdesk

MAY 5, 2017

Talkdesk had a lot to celebrate at Opentalk last week. We kicked off the two-day summit with a keynote address delivered by our own Tiago Paiva, Gadi Shamia and Robert Sur. In the address we covered the highlights of the past year at Talkdesk, including our bigger customer-oriented vision and how that goal has been translated into the products we create.

Contact Center 43

Contact Center Call Center Software Resources 43

LiveChat

MAY 5, 2017

In the modern age of 2017 it is the perfect time to take the opportunity to enhance your content marketing. With all of the today’s technology and resources, it has become much easier than years past. Increasing your value and therefore, your businesses value can be done with the help of these five awesome tools specifically designed to help you turbocharge your content marketing.

Tools 46

Tools Marketing Social Media Trends 46

West Monroe

MAY 5, 2017

Fintech usually has a sexy connotation associated with it, so last week when I was in New York speaking at Bank Director’s FinXTech conference , I enjoyed the irony of being on a panel to discuss “The Unsexy Side of Fintech.” The conference primarily focused on discussing the impact of Fintech on the Financial Services industry, the current state of innovation, and what’s coming next.

Banking 40

Banking Conference CRM Financial 40

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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

ijgolding

MAY 5, 2017

As specialist Customer Experience recruiters we’ve dealt with many sectors across the UK over the last five years – among them financial services, utilities, publishing, education, health & wellness and facilities management. In all these sectors, the process of recruitment provides a surprisingly clear window into a business, capable of leaving a lasting impression on candidates, successful or otherwise. .

Brands 144

Brands Customer Journeys Brand Values Airlines 144