InMoment XI
MAY 18, 2016
Last week, MaritzCX CEO and President Carine Clark was interviewed by Doug Wells of KCPW’s radio show “The Bottom Line.” You can listen to the full interview here, or read the highlights below. Defining MaritzCX and the topic of CX “MaritzCX… builds customer experience programs for companies. So what that means for you and me.
Experience Investigators by 360Connext
MAY 18, 2016
Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy Summit. This is the place where the idea of patient experience became a reality. These are the people who are making it happen. To say I was impressed is an […]. The post The Intentionality of Patient Empathy appeared first on Customer Experience Consulting.
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InMoment XI
MAY 18, 2016
Last week, MaritzCX CEO and President Carine Clark was interviewed by Doug Wells of KCPW‘s radio show “The Bottom Line.” You can listen to the full interview here, or read the highlights below. Defining MaritzCX and the topic of CX “MaritzCX… builds customer experience programs for companies. So what that means for you and me.
Michelli Experience
MAY 18, 2016
This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver, B.C). In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! Most leaders and frontline workers are trying to determine what it takes to engage Millenials (the group born somewhere between 1980 and 1996).
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.
InMoment XI
MAY 18, 2016
Last week, MaritzCX CEO and President Carine Clark was interviewed by Doug Wells of KCPW‘s radio show “The Bottom Line.” You can listen to the full interview here, or read the highlights below. Defining MaritzCX and the topic of CX “MaritzCX… builds customer experience programs for companies. So what that means for you and me.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
MAY 18, 2016
In the past 35 years leading customer experience transformation, it has become increasingly apparent that a crucial role of customer leadership executives (The Chief Customer Officer, The Chief Marketing Officer, The Customer Experience Officer) is to unite the company to achieve customer-driven growth. This leader unites the entire C-Suite team toward a examining and understanding the customer journey in its entirety – to drive accountability to moments that matter most in customers’ lives.
Heart of the Customer
MAY 18, 2016
Eighteen years ago, my son Danny taught me everything I needed to know about customer journeys. At just three years old, Danny wasn’t a verbose child. So when he talked, we paid special attention. One night when we put him to bed, he put his hands over his crotch and simply said, “Hurts.” If you’ve […]. The post Where I learned about the importance of customer journeys appeared first on Heart of the Customer.
Magellan Solutions
MAY 18, 2016
Much has been said with regards to inbound call center outsourcing – which country has the best agents in terms of cost and communication skills, which companies offer the best package, and what is the most important thing to do before finalizing that agreement with your outsourced call center. The saying, “location, location, location” is the advice to follow in the real estate business because the property’s location is the most important determining factor of its value.
Bold360
MAY 18, 2016
Bots are the topic of today and for good reason. For some, Facebook?s announcement marked the first time bots had entered the customer service discussion. For others, bots have been a technology that always bore potential, but never the distribution to really be a mainstream channel. That is until Facebook decided to open their Messenger platform to Bot developers.
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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.
Amity
MAY 18, 2016
If you’re like most Customer Success organizations, you’re spread too thin across your customer base—especially across your smallest and least sophisticated customers, who are the ones who need your help the most. What if you could help all your customers be successful… while you sleep? ‘Self-success’ is the name that Mikael Blaisdell of the Customer Success Association has coined to describe this field, which involves empowering customers with the knowledge
Eptica
MAY 18, 2016
Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. They are at the frontline of every business, and their performance is crucial to your brand reputation, consumer satisfaction and overall customer retention.
Think Customers
MAY 18, 2016
Conference season in the marketing technology world is in full swing and this week was IBM's turn to dazzle marketers. IBM Amplify--the company's key conference for marketing, sales, e-commerce, and merchandising--had many positive points but was ultimately underwhelming. As the company bets on cloud computing, cognitive systems, language processing, and other areas for future growth, it remains unclear if the company can pull its many investments into a coherent offering.
Avaya
MAY 18, 2016
Dubai is heavily focused on delivering on its Smart City goals, with the goal of being among the smartest—and happiest—cities in the world. The drive toward smart cities is part of a wider shift, with countries around the globe seeing a migration from rural areas to urban. With more than half the world’s population now living in cities, organizations in the Middle East are facing increasingly difficult decisions about how they allocate resources and manage their workforce.
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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.
Talkdesk
MAY 18, 2016
Phew! Opentalk 2016 was a whirlwind. We’re less than 24 hours out and my mind is full to bursting with ideas. Talkdesk’s inaugural summit was jam-packed with valuable insights on the future of the customer experience. In the coming weeks, we’ll be diving deep into individual sessions and speakers to give you a full picture of what was said and by whom.
Avaya
MAY 18, 2016
2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—although as of yet, nobody seems to have figured out a way of getting them to write it. So what are these exciting new digital automated friends doing to help where they are most needed, in the customer experience.
Waypoint Group
MAY 18, 2016
The 6 Key Mistakes Companies Make with their Customers. Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques for customer success have been streamlined but not always in a positive way. You may find you’re making some of these mistakes without even realizing it, by doing things as they have always been done you may not be getting the best from your customer relationships.
Avaya
MAY 18, 2016
Four months after the Asean Economic Community (AEC) came into being, observers and analysts are watching as integration unfolds. Asean has always been about working together. Economies, cultures and even digital adoption vary widely across the region, yet trade, cooperation and tourism continue to prosper. The AEC heralds the beginning of a new era where this existing cooperation can take further shape and propel Asean into further growth.
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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,
Kate Nasser
MAY 18, 2016
JOIN people skills global Twitter chat SUN. May 22nd 10amEDT/2pmGMT to end adult sibling bullying. Host: Kate Nasser, The People Skills Coach™ & community. The post End Adult Sibling Bullying: JOIN #PeopleSkills Chat May 22nd appeared first on KateNasser.com.
LiveChat
MAY 18, 2016
Artificial Intelligence (or AI for short) has become quite the buzzword recently. Everyone in the tech world seems to want to use it. A ton of different applications cropped up in the last couple of weeks, every more amazing than the last. We’ve seen AI that can tell us what it sees on an image , one that can suggest an answer based on an email contents and one that could tell us the weather if we ask the right questions.
Joe Rawlinson
MAY 18, 2016
In this age of digital media, brands have many ways to offer exemplary customer service to their customer base. The advent of social media has also enabled customers to share their own customer service stories , which, in turn, become the brand’s own walking advertisement and word-of-mouth. What are the reasons that companies with great customer service succeed?
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