QuestionPro Audience
MARCH 2, 2018
The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. At the shows leading up to the Oscars, womens movements like #MeToo and #TimesUp have been hot topics, highlighting the importance of female representation and gender equality. After the recent sexual misconduct scandals, many advertisers are betting on women tuning in to see if they will be victorious during Hollywood’s biggest night. .
Customer Bliss
MARCH 2, 2018
Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. You may have a good idea of the kinds of questions you’ll be asked during your interview: your experience, philosophy, and the style of leadership you’ll bring to the organization, and are prepping for that.
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QuestionPro Audience
MARCH 2, 2018
The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. At the shows leading up to the Oscars, womens movements like #MeToo and #TimesUp have been hot topics, highlighting the importance of female representation and gender equality. After the recent sexual misconduct scandals, many advertisers are betting on women tuning in to see if they will be victorious during Hollywood’s biggest night. .
SuiteCX
MARCH 2, 2018
Astute watchers of changes in the loyalty marketing world (we include you gentle reader) will have noticed some important developments that are still to reach their ‘tipping point’. But they will. The general trend to replace physical loyalty cards is part of it, as we see e-wallets that store our cards. Examples include Stocard, which replaces the need to carry bulging card-stuffed purses and wallets, with our smart phone.
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.
Customer Alignment
MARCH 2, 2018
In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. The average tenure also lengthened from 23 months in 2009 to 34.5 months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
MARCH 2, 2018
This week we feature an article by Christophe Cais who writes about how the internet and Millennials have disrupted retail, suggesting that retail KPIs and incentive schemes need to be evaluated. – Shep Hyken. In luxury retail these days (or any retail, for that matter), it all seems to be about the internet and Millennials, doesn’t it? Retailers would tell you that digital technologies have disrupted the business, then go on to add that Millennials are proving a tough demographic to crack.
Beyond Philosophy
MARCH 2, 2018
Amazon received two patents on wristbands that can track the moment-by-moment actions of their warehouse workers. Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve the process for their employees. However, anyone who has ever read George Orwell’s 1984 or suffered the scrutiny of a micro-manager will have a healthy dose of doubt that a wristband that reports back the nitty-gritty details about productivity will impr
ForeSee
MARCH 2, 2018
Retailers have a lot on their plates in 2018: fending off the impending retail apocalypse (which isn’t what most people think it is), improving NPS, and prioritizing information amid cacophony. The post Three Quick Wins Retailers Can Implement Right Now Based on Global CX Trends appeared first on ForeSee.
LiveChat
MARCH 2, 2018
The Internet is full of advice on how to improve your live chat support by making it more personal. And while it all may be valid, there is one very important question you should ask yourself in the first place: why should you add a personal touch to your live chat experience ? Is it to build long-term relations with your customers? To further align your product with what your customer base truly wants?
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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.
Stella Connect
MARCH 2, 2018
For growing companies with ambitious customer service goals and limited resources, scaling customer service teams can be tricky. What’s the magic number of agents you need for a team just big enough to meet demand and serve customers well? Calculating call center staffing levels isn’t as simple as dividing the number of call minutes per day by hours in the day.
Talkdesk
MARCH 2, 2018
Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. Agent performance is, itself, a major challenge for contact centers. Even if all the strategic and systemic stars align, there is no guarantee the agents will actually be able to achieve optimal results.
Stella Connect
MARCH 2, 2018
For growing companies with ambitious customer service goals and limited resources, staffing call center teams can be tricky. What’s the magic number of agents you need for a team just big enough to meet demand and serve customers well? Calculating call center staffing levels isn’t as simple as dividing the number of call minutes per day by hours in the day.
Bold360
MARCH 2, 2018
If a goal for your organization is to shift to or maintain a customer-first mantra, it should be no surprise that creating that culture requires a good hard look at your current customer journey and, of course, your approach to service and support. How do your customers get answers to their questions? Are responses fast? Are they resolved the first time?
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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.
Oracle
MARCH 2, 2018
By 2020, customer experience will overtake price and product as the key brand differentiator and value driver, according to Walker Consulting. As a result, many organizations are ‘pressing pause’ to review their business, brand, and ecommerce goals to align them with an omnichannel world. Omnichannel marketing helps both B2B and B2C organizations connect to their existing and potential customers in more meaningful and relevant ways.
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