Talkdesk

MAY 28, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. For various reasons we signed on with an outsourcer to help grow our team and that’s where some significant growth for both me individually and the company I worked for began to take place. Our customer support operation began to mature and that was due in large part to partnering with a company that had vast amounts of experience in the con

Customer Experience 40

Customer Experience Contact Center NPS Customer Satisfaction 40

Topdown

MAY 28, 2019

We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years. We researched with Forrester , produced an ebook , and authored a white paper , all digging deeper into the detailed why’s and how’s of the topic. We were way ahead of the curve then, and still are now.

Communication 48

Communication eBook Customers Technology 48

NetBase

MAY 28, 2019

Retail consumers are a fickle lot. Capturing their loyalty does not mean they’ll stay with you tomorrow – but you can hedge your bets with the seven CX secrets social analytics reveal about them! Stay Loyal to Your Base. Ever see a sale that’s targeted toward new customers? While it’s important to capture new customers, the real prize is when you can retain existing ones, and keeping tabs on customer satisfaction via popular online conversation and associated hashtags is key to mastering this ta

Analytics 60

Analytics Retail Consumers Ecommerce 60

Calabrio

MAY 28, 2019

At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM).

Engagement 199

Engagement Management Call Center Industry 199

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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

Customer Bliss

MAY 28, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Chief Customer Officer 173

Chief Customer Officer Video Course Banking 173

TechSee

MAY 28, 2019

Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents.

Self Service 122

Self Service Strategy Chatbots Contact Center 122

ShepHyken

MAY 28, 2019

Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience. The Interview with Roger Dooley: Friction is “any unnecessary expenditure of effort to accomplish a task.

Culture 127

Culture Loyalty Consulting Employee Experience 127

Alliance by IFS

MAY 28, 2019

The Right Field Service Management Solution Yields Long-Term, Recurring ROI. As the field service industry becomes more competitive, field service organizations (FSOs) like yours must create profitable revenue growth. To achieve it, you have to boost customer retention , attract new customers, and/or offer new products and services. Traditionally, supporting this type of growth meant hiring more staff and buying more equipment, driving up overhead expenses.

Software 92

Software Management Self Service Customer Retention 92

Gravy Analytics

MAY 28, 2019

Gravy Analytics announces the launch of 28 new precision and proximity audiences for use in digital advertising campaigns. These new audiences make it easy for marketers to reach their target audience, using information about where people go – and what they do – in the real world. Included in this month’s release are: CBD Shopper: Advertise to mobile consumers seen at stores specializing in CBD products.

Analytics 83

Analytics Brands Apparel Advertising 83

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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

Avaya

MAY 28, 2019

Brands are built on experiences, and great experiences lead to great outcomes. But what does a great customer experience actually look like? Answering this question is key for businesses to competitively differentiate, transform customer relationships, and accelerate revenue generation. A glance at the current business landscape will have you believe that certain verticals are dying (ex: retail, driven by the rapid expansion of Amazon).

Customer Experience 80

Customer Experience Retail B2C Social Media 80

Magellan Solutions

MAY 28, 2019

“Outsourcing is inevitable, and I do not think it’s necessarily treating people like things.”. This quote came from the American educator, author, businessman, and keynote speaker Stephen Covey. Business process outsourcing, or simply called as BPO, is a term deemed outlandish, absurd, and even crazy a decade or two ago. Nobody back then will believe that BPOs can generally help businesses grow and become successful.

Call Center 75

Call Center Financial e-support Report 75

Hello Customer

MAY 28, 2019

The world constantly changes, as the saying goes ‘change is the only constant’. What does this mean for businesses? It means constantly evolving, and keeping an eye on the future, especially on consumer trends. You have to be one step ahead at all times. This can be a difficult task, since the critical driver of change is your relationship with your customers.

Trends 71

Trends Consumers How To Employee Engagement 71

Talkdesk

MAY 28, 2019

Improving the Call Center Outsourcing Customer Experience Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. For various reasons we signed on with an outsourcer to help grow our team and that’s where some significant growth for both me individually and the company I worked for began to take place.

Call Center 70

Call Center Customer Experience Contact Center NPS 70

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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

Andrew Mcfarland

MAY 28, 2019

Nike recently created an application to ensure customers get the best fitting shoes. Perhaps this just seems like a good idea instead of an innovation. However, consider the fundamental transformation required to move from being a company that sells athletic.

Customer Experience 54

Customer Experience Innovation Customers Company 54

Bizagi

MAY 28, 2019

With over 1 billion users around the globe, Microsoft Excel is the de facto standard for calculations, analysis and reporting of financial information. Our new Excel connector allows organizations to quickly and easily integrate spreadsheet data into Bizagi’s digital process layer. Your process flows will have Excel data properly incorporated without having to worry about superfluous coding.

Financial 57

Financial Analysis Data Report 57

SMG CX

MAY 28, 2019

Today marks the 6th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. To honor these CX stars, we spoke with some from the biggest brands around the world to find out what they love most about helping their teams deliver a great customer experience.

Brands 49

Brands Customer Experience Customers 49

Chadwick Martin Bailey

MAY 28, 2019

Over a decade ago, Apple rolled out its infamous Get a Mac campaign featuring actor Justin Long and author and humorist, John Hodgman. The simple yet memorable campaign cleverly drew a clear dichotomy between Mac and PC users. Since then, Apple has continued to prove itself innovative and relevant. Earlier this year, Apple announced its expansion into services like Magazines, News, Television, and Gaming.

Consumers 49

Consumers Connections System Trends 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

CSM Magazine

MAY 28, 2019

Companies spend enormous amounts of money on employee training and education—$160 billion in the United States and close to $356 billion globally in 2015 alone—but they are not getting a good return on their investment. For the most part, the learning doesn’t lead to better organizational performance, because people soon revert to their old ways of doing things.

Training 49

Training Leadership Consulting Customer Centricity 49

SMG CX

MAY 28, 2019

We’ve all heard it from mom: looks aren’t everything. But we all also live in the digital age and have come to know: looks certainly do count for something. In terms of your customer feedback platform, both theories ring true.

Customer Experience 45

Customer Experience Feedback Customers 45

Thunderhead

MAY 28, 2019

Fittingly, customer journeys have themselves been on a journey. Being based on campaign objectives, the traditional ‘journey’ definition tended to be campaign- or program-based; think cross-sell or welcome, respectively. This was valuable for generating insights, awareness and revenue – especially in the short-term. But directing in this way construes customers as targets to be shunted in their swathes along pre-planned routes – akin to applying guard rails in a bowling lane.

Customer Journeys 45

Customer Journeys Competitive Advantage Customer Centricity B2C 45

Lithium

MAY 28, 2019

COMING SOON! In a few hours, we'll be launching our new Khoros Developer Documentation experience. Read about the new portal here and check back around 11:00 AM (PST) to see it in action! About four years ago, Lithium launched the first iteration of its Developer Documentation Portal. It was our first step towards consolidating our Developer Documentation and improving the overall Developer experience.

Knowledge Base 45

Knowledge Base Examples Feedback Marketing 45

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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

Forrester's Customer Insights

MAY 28, 2019

Firms need a new formula for success to stay competitive in the age of the customer – agility is not enough. We see many CIOs, and their teams, doubling down on agility as a means to cope with the accelerating pace of business. This is a result of people and technology evolving in complex upward […].

Technology 55

Technology Customers Innovation 55

Maru Group

MAY 28, 2019

A few weeks ago, my Solo friend Sam called me up before a group trip to Paris. “Can I put you down as my emergency contact? Will you come get me if anything happens?”. It turned out that that routine question, which we confront a dozen times a year (I think it’s even on our passports), isn’t a straightforward proposition for those who live alone. If, God forbid, Sam got hurt or died in Paris, his parents were too old to travel and he has no adult children nor siblings.

Trends 41

Trends Hotels Healthcare Entertainment 41

Forrester's Customer Insights

MAY 28, 2019

Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint. This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me. I am glad this deal will now […].

Wireless 53

Wireless Consumers Communication Marketing 53

Lithium

MAY 28, 2019

About four years ago, Lithium launched the first iteration of its Developer Documentation Portal. It was our first step towards consolidating our Developer Documentation and improving the overall Developer experience. With that portal, we gained the ability to auto-generate some of our reference documentation directly from our code base and streamline certain publishing tasks.

Knowledge Base 40

Knowledge Base Examples Feedback Marketing 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

Forrester's Customer Insights

MAY 28, 2019

As you know, Forrester is the market leader in customer experience (CX) analysis and guidance. Via our latest CIO-oriented report we show you how the very strongest CX leaders dare to disrupt with Technology-Driven Innovations. Most firms do not empower their CIOs to be their digital transformation leaders, let alone have them drive their innovation […].

Innovation 51

Innovation How To Analysis Technology 51

CX Centric

MAY 28, 2019

During our October addition of CX Centric Conversation, we explored how co-creating the employee experience could be used to drive business growth. Sharon Boyd, Chief Customer Officer from MKL Innovation, opened the session with a very powerful keynote. Driving Growth through Employee Experience Management. She spoke at length and shared great ideas concerning CX (Customer experience) which is basically an interaction between an organisation and its customers over a duration of their relationshi

Employee Experience 40

Employee Experience Chief Customer Officer Culture Innovation 40

InteractionMetrics

MAY 28, 2019

In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course. These 5 standards are not an ideal but rather the minimum requirement.

Analysis 40

Analysis Survey Touchpoint Feedback 40