Thu.Oct 19, 2017

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Ohio Mutual Insurance Group Automates VoC Program to Differentiate Their Business

InMoment XI

Fierce Competition in the Property and Casualty Insurance Market Founded in 1901 and based in Bucyrus, OH, Ohio Mutual Insurance Group writes more than $220 million in premiums each year – covering homes, autos, farms and commercial properties in seven states through 400 independent partner agents. Maintaining a Competitive Edge President and CEO Mark C.

Insurance 249
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Kudos after tragedy: Zappos and the Las Vegas shootings

Customer Bliss

Zappos, which is owned by Amazon but was founded and remains based in Las Vegas, is helping to cover funeral costs for those murdered in the Mandalay Bay shooting on October 1. From that article: “We came to realize that as we’re raising money for this fund… [the victims] don’t get paid out exactly as needed,” said Steven Bautista, head of Zappos’ charity group Zappos for Good.

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Ohio Mutual Insurance Group Automates VoC Program to Differentiate Their Business

InMoment XI

Fierce Competition in the Property and Casualty Insurance Market Founded in 1901 and based in Bucyrus, OH, Ohio Mutual Insurance Group writes more than $220 million in premiums each year – covering homes, autos, farms and commercial properties in seven states through 400 independent partner agents. Maintaining a Competitive Edge President and CEO Mark C.

Insurance 120
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3 Steps to Take The Headache Out Of A Website Redesign

iPerceptions

As Co-founder of iPerceptions, I have had the opportunity to help countless Fortune 500 brands do website redesigns. In my experience, it is one of the most critical digital projects a brand can undertake, but equally one of the most misunderstood.

Brands 75
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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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.

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Customer Segmentation in the Cognitive Age

Peter Lavers

Segmentation is well established in Marketing and CRM as a way to systematically subdivide a market or a customer base into discrete groups that have different needs or require distinct treatments. The basic objectives of segmentation are not rocket science – better targeting and/or better service – and yet the means of achieving these seem to be becoming ever-more complex.

More Trending

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The Sessions You Need to Attend at HCIC

ReviewTrackers

The 2017 Healthcare Internet Conference will take place Oct. 23 through Oct. 25 in Austin, Texas at the JW Marriott. The conference gives attendees the chance to learn about digital marketing solutions and new and established technologies. Attendees can hear from industry leaders with at least 64 sessions to choose from about digital strategy, consumer engagement, technology, digital marketing, analytics, and usability.

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Streamlining Call Center Operations And Improving Customer Support Through Computer Telephony Integration (CTI)

Magellan Solutions

In a call center setting, having a telephone and a computer is just the norm. They are the basic necessity to get the job done. These days, consumers and customers are expecting more and more from businesses regarding their customer service. Because of that, many companies are arming themselves with Computer Telephony Integration or CTI. Having to use the telephone and the desktop simultaneously is hard for some agents.

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Recognizing Greatness: NYC311 Drives Next-Gen CX with Major Milestone

Avaya

Simple, instant and natural engagement is at the heart of the next-gen CX (Customer Experience). Not every company can effortlessly support such communication, let alone hundreds of millions of interactions. Yet this is exactly what one of our customers, NYC311 , has achieved, marking a significant milestone in its journey as the No. 1 provider of NYC non-emergency government services and information.

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CSM from the Trenches – SoapBox Team Shout-Out

ClientSuccess

Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. We’re lucky to have this CSM shout-out come from Jessica Weisz, COO of SoapBox. Jessica absolutely loves her customer success team. Let’s move forward with this week’s blog post! CSM from the Trenches – SoapBox Customer Success Team Shout-Out.

eBook 41
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Creating Customer Experience in B2B Relationships

Strativity

Creating successful relationships is radically different in B2B environments from in B2C environments. Customers have different challenges, resources, and suppliers. Because of the complexity of B2B customer relationships, basic CX principles are rendered useless. Therefore, creating experiences for this different breed of customer requires fresh and creative ideas.

B2B 40
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The Challenge in Mapping CX Careers

Confirmit

Customer Experience (CX) careers are a hot topic, in part because they are difficult to map. The first and second blogs in this series have produced many great questions from those wanting to enter the field from other professions, or even related fields. For entry-level positions, which may be mid-level in CX, nothing replaces doing the work. Educate yourself, yes, but also get your hands on something—create a CX program, using whatever tools you have—on a pro bono basis for a chari

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The Secret to Easy B2B Retention & Expansion = Relationships. Here’s how.

Waypoint Group

Loyalty nowadays seems to be the stuff of coffee shop stamp-cards in wallets, dogeared and half stamped. Loyalty is crucial for B2B businesses as well, but far more challenging to measure since There are many contacts in the account, many of which may be executives that don’t often (ever?) use your products, The “users” of your products often have little […].

B2B 40
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The Talkdesk Advantage: A Dynamic Platform to Meet Dynamic Needs

Talkdesk

One of the most interesting aspects of building a product in the contact center space is that we always have two audiences mind: our customers and their customers. We create new tools and build our future product vision around what is appealing to our customers, but the ultimate goal is to improve the experience of their customers. But the challenging aspect of this approach isn’t that we have two different audiences in mind, for the most part, they both want the same thing: short, effective con

Meeting 40
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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What is emotion's role in customer journey mapping?

MyCustomer

Engagement What's emotion's role in customer journey mapping?

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Lessons on Brand Values from Sinners and Saints

Smith+co CX

Part one of a new series from Smith+Co exploring business value, communication and empathy. Another week, and another brand fails to live up to its values that promise so much. It seems that 2017 has picked up where 2016 left off with a series of household brands making the front pages for compromising the very principles that seemingly make up their business DNA.

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Gartner Names Talkdesk A ‘Visionary’ on Contact Center Magic Quadrant

Talkdesk

With the release of the Gartner 2017 Contact Center as a Service (CCaaS) Magic Quadrant, Talkdesk has achieved a new first in the industry. Each year, Gartner, the leading information technology research company, evaluates vendors in the industry on two criteria: completeness of vision and ability to execute on that vision. We’re proud to announce that for our first time in this quadrant Talkdesk landed in the “Visionaries” category.

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Skills-Based Routing: 5 Common Problems You Can Avoid

Brad Cleveland Blog

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Your Customer Experience is Superficial unless you have the “Q”

CX University

This article was originally published on Eglobalis. Companies are shooting themselves in the foot consistently around their customer experience. What are they doing, and how do we help them to make it better? In the past 18 months, we’ve seen several major brands back pedal from serious customer experience mistakes. Three that come to mind immediately are: The Samsung Galaxy S7 Note exploding phone.

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Skills-Based Routing: 5 Common Problems You Can Avoid

Brad Cleveland Blog