InMoment XI
OCTOBER 19, 2017
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.
Customer Bliss
OCTOBER 19, 2017
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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InMoment XI
OCTOBER 19, 2017
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.
iPerceptions
OCTOBER 19, 2017
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.
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.
Peter Lavers
OCTOBER 19, 2017
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.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ReviewTrackers
OCTOBER 19, 2017
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.
Magellan Solutions
OCTOBER 19, 2017
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.
Avaya
OCTOBER 19, 2017
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.
ClientSuccess
OCTOBER 19, 2017
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.
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Strativity
OCTOBER 19, 2017
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.
Confirmit
OCTOBER 19, 2017
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
Waypoint Group
OCTOBER 19, 2017
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 […].
Talkdesk
OCTOBER 19, 2017
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
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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.
MyCustomer
OCTOBER 19, 2017
Engagement What's emotion's role in customer journey mapping?
Smith+co CX
OCTOBER 19, 2017
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.
Brad Cleveland Blog
OCTOBER 19, 2017
The post Skills-Based Routing: 5 Common Problems You Can Avoid appeared first on Brad Cleveland.
Talkdesk
OCTOBER 19, 2017
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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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,
CX University
OCTOBER 19, 2017
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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