QuestionPro Audience

AUGUST 15, 2017

Data is the lifeblood of today’s digital businesses, and protecting it from theft, misuse, and abuse is the No. 1 responsibility of every data security professional. Hackers stealing customer data can erase millions in profits within weeks, stolen intellectual property can erase competitive advantage overnight, and unexpected privacy abuses can bring unwanted scrutiny and fines from regulators while inflicting reputational damage that can last months, even years.

Government 286

Government Data Competitive Advantage Resources 286

InMoment XI

AUGUST 15, 2017

In today’s world, receiving customer experience feedback surveys seems part of almost every transaction. From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket. There is no doubt that companies are seeing the value in collecting customer data. However, what is less certain is. View Article.

Measurement 200

Measurement Insurance Banking Policies 200

Customer Bliss

AUGUST 15, 2017

Episode Overview. Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

InMoment XI

AUGUST 15, 2017

In today’s world, receiving customer experience feedback surveys seems part of almost every transaction. From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket. There is no doubt that companies are seeing the value in collecting customer data. However, what is less certain is.

Measurement 200

Measurement Insurance Banking Policies 200

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

BlueOcean

AUGUST 15, 2017

The procurement process for seeking an outsourced contact center is naturally focused on the tangible functionalities, capacities, competencies and capabilities of a potential vendor. A buyer is looking for a partner who can deliver cost savings, improved profitability, and lower risk, not to mention exceptional customer service. These factors are essential, of course, but they do not represent the whole story.

Contact Center 0

Contact Center Customer Service Call Center Training 0

Michelli Experience

AUGUST 15, 2017

When I was a kid, one of my mother’s favorite “mom-isms” was… tell me who you run around with and I will tell you what you are. Like many of my mom’s seemingly esoteric pearls of wisdom, that phrase was probably lost on me in my youth. Today, however, I understand the power of associations – not only in the context of one’s personal brand but for corporate brand health as well.

Social Media 113

Social Media Consulting Brands Customers 113

Influitive

AUGUST 15, 2017

Hi! I’m Victoria LaPlante, Influitive’s new Senior Customer Advocacy Marketing Manager. If you’re an Influitive VIP member, you’ve already met me in our AdvocateHub. I look forward to getting to know you and helping you reach your advocacy program goals. Today, I’d like to share how I discovered the power of advocacy when I led.

Brands 86

Brands Marketing Management ROI 86

ShepHyken

AUGUST 15, 2017

Jason Bradshaw Explains Wow is Not About Champagne, Caviar, or Fireworks. How can you create the best experiences for your customers? Shep Hyken interviews Jason Bradshaw, the Director of Customer Experience at Volkswagen Group Australia, who believes that you become great by thinking small. First Up: Shep Hyken’s opening comments focus on how you should strive to be number one and deliver the best possible customer service, but your real goal should be ranked in the top tier within your industr

Telecommunications 81

Telecommunications Sports Loyalty Groups 81

West Monroe

AUGUST 15, 2017

The commercial lending industry has experienced tremendous growth in the last decade. Yet, commercial banks have not been at the leading edge of industry-altering changes. Further, the speed of these changes has placed a burden on middle-market and regional banking institutions to rapidly evolve or fall behind. Non-traditional lending sources, with altogether different operating models and technologies, have unseated traditional lenders as the go-to funding sources.

Technology 58

Technology Banking Groups ROI 58

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Customers

Enalyzer

AUGUST 15, 2017

You’ve invited 500 respondents by email to your survey. So far, only 17 people have opened your survey – and only 12 people have completed your survey, not even a measly 3% of your target group. You keep hitting ‘Refresh’ on your browser, hoping to collect more data from respondents – but as the days pass, you lose all hope. Does this sound familiar to you?

Guidelines 53

Guidelines Survey Study Customer Satisfaction 53

TrustFuel

AUGUST 15, 2017

So far, our software application has managed to improve many businesses, and many of them have experienced the benefit of our program. We listen to your demands and recommendations, and that’s the only force that keeps us going in improving our services. But, in this case, we want to present you some of the successful examples how we managed to help business owners and boost their companies with the use of our software.

Customer Success 45

Customer Success Net Promoter Score Software NPS 45

Myra Golden

AUGUST 15, 2017

One of the best things about travel for me is going to local restaurants and cafes and enjoying the food. I love tasting the food, seeing the local people and really experiencing the town’s vibe. My amazing brunch at Mesa Verde in Santa Barbara, CA: Potato Latkes: tempeh bacon. avocado. dijon. cornichon. pink lady apple. pea tendril. I read an entire novel sitting here at the beach.

Hotels 45

Hotels Company Exercises Travel 45

Customer Alignment

AUGUST 15, 2017

Delayed flights and missing bags happen. The poor management of these areas is probably the airline customers’ biggest pain point. Even if disruption is sometimes unavoidable; airports, airlines and all other parties involved in the travel process shouldn’t be excused from taking responsibility and ownership of the problem from the customer. This is the time that customers are most in need of support and guidance.

Airlines 40

Airlines Customer Experience Company Self Service 40

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Communication

Talkdesk

AUGUST 15, 2017

The contact center is the easiest way to connect two people in a real-time, personal conversation, but companies can use the contact center to connect to more than just their customers. Information from these calls can be used in plenty of other business processes to streamline activities and make more informed decisions. To make the most of that call information, Talkdesk offers 25 contact center integrations with today’s most popular business tools, including Salesforce, Zendesk and Slack.

Contact Center 40

Contact Center Effort Score Call Center Tools 40

Grade.us

AUGUST 15, 2017

What do customers think about you? When they think of your customer service what comes to mind? If you’re like most businesses you’re not entirely sure. Some feel the question doesn’t matter. Who cares? As long as customers are spending and satisfied what does that matter? That question is important for two reasons. Revenge and reward.

Customer Service 38

Customer Service Loyalty Ecommerce Customers 38

CSM Magazine

AUGUST 15, 2017

Banks continue to report that enhancing customer service is their number one priority. Dan Weis, Mobile Product Leader at NCR Corporation explains how a feature-rich app can help accomplish this goal. There was a time when you could walk into a bank and tell the size of its budget based on look and feel alone. Mega-banks would have luxuriously decorated spaces, whereas locally owned branches may not have been as elegantly styled but made up for it with “know your first name” customer service.

Banking 37

Banking Omni-Channel Customer Service Social Media 37

Touchpoint Dashboard

AUGUST 15, 2017

Touchpoint Dashboard has regular product updates and we wanted to let you know about the latest release which happened on Monday, August 7th. TPD version 1.7.4 includes the following: We’ve added a great new feature for Touchpoint Hyperlinks. This allows you to link to micro-journeys (or anywhere else) directly off of a touchpoint. Want an image in the […].

Touchpoint 28

Touchpoint 28

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Tips

LiveChat

AUGUST 15, 2017

Long gone are the days of the old-style chatbots on sites like AOL Messenger. Many of us remember how poorly programs of the past rendered human speech, but in the decades since, live chat has come on leaps and bounds. In fact, some AI programs are so advanced, it can be hard to distinguish them from chatting with a real life human. Read on to see five compelling cases for bringing chatbots and live chat apps into your ecommerce brand.

Ecommerce 28

Ecommerce Chatbots Advertising Fashion 28

Verint

AUGUST 15, 2017

Great questions drive most successful endeavors—relationships of all kinds require them. However, great questions also need to be timed well. Asking the right question at the right moment in the customer journey is critical. If you ask people brand-new to your website what they thought of your old website—you risk alienating these potential customers.

Customer Journeys 25

Customer Journeys Feedback System Brands 25

Strativity

AUGUST 15, 2017

No two CX initiatives are the same. Some might focus on a single process or an isolated opportunity; others might involve an entire organization. Some come about as a result of a pressing issue, need, or opportunity, while others are part of company’s evolution and growth. One characteristic cuts through them all though–change programs are, by their very nature, unifying or polarizing.

Government 40

Government Employee Engagement Engagement Tips 40

iPerceptions

AUGUST 15, 2017

The secret is out. Customer Experience is now one of the main competitive advantages that companies strive to obtain over their competitors, and is only gaining steam in recent years. Case in point, Econsultancy recently found that “optimizing the customer experience” was the single most exciting opportunity among marketers and ecommerce professionals in 2017.

Customer Experience 89

Customer Experience Competitive Advantage Ecommerce Customers 89

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

Strativity

AUGUST 15, 2017

No two CX initiatives are the same. Some might focus on a single process or an isolated opportunity; others might involve an entire organization. Some come about as a result of a pressing issue, need, or opportunity, while others are part of company’s evolution and growth. One characteristic cuts through them all though–change programs are, by their very nature, unifying or polarizing.

Government 40

Government Employee Engagement Engagement Tips 40

Clarabridge

AUGUST 15, 2017

Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too. But the key here is to consolidate customer interaction data in your contact center and use technology to efficiently mine it for insights.

Contact Center 45

Contact Center Self Service Multi-Channel First Call Resolution 45