InMoment XI
APRIL 20, 2018
Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX. These maturity models do provide value, but too often they are based on a CX firm’s experience, rather. View Article.
Amity
APRIL 20, 2018
While it might sound straightforward, a Quarterly Business Reviews’ purpose is to investigate, more than simply just reviewing the past quarter. You need to focus on the key metrics that deserve to be expanded on and identify the ones to keep short and simple. The end goal of a QBR is to deepen the relationship and solidify it. As easy as it is to grasp the concept of a successful QBR, in practice, a lot of us still miss the mark.
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Beyond Philosophy
APRIL 20, 2018
Once customers move from planning to implementation, they pass across a metaphorical Rubicon. People justify their thinking and it is then difficult to change their decisions. How do you recognize this and what can you do? The post The Rubicon Model and How To Use It To Your Advantage appeared first on.
Oracle
APRIL 20, 2018
During the Modern Customer Experience event earlier this month, we surveyed attending customer experience leaders using our new CX Assessment Tool to see how their strategies score against competitors. Our goal was to compare their data to our initial “state of CX” findings we reported awhile back , which came from analyzing responses from over 350 CX professionals.
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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.
Helen Dewdney
APRIL 20, 2018
I was on ITV Anglia on the 20th April talking about a bad experience someone had with using an online holiday letting website and how you can protect yourself. So thought a post providing more information would be useful. With the increase in sites such as AirBNB , HomeAway.co.uk and HolidayCottages.co.uk more and more people are letting their homes and holidaymakers are taking advantage of the additional competition and range of places to stay.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Strativity
APRIL 20, 2018
Journey management is defined as “an active process used to optimize the journey over time as the organization and customers evolve.” It enables an organization to remain on course in its efforts to optimize the journey and the customer experience. This six-step process of connecting journey maps to action plans doesn’t have to be daunting. The post Six Steps to Customer Journey Management appeared first on Strativity.
NobelBiz
APRIL 20, 2018
Picking The Right Program The First Time With so many options in the industry for different Channel Programs, people often ask me how to pick the right channel partner. What are the factors? As you may already know, not all Agent Programs offer the same incentives and opportunities. As a rule of [ ] The post Top 5 Factors To Consider When Joining A Channel Program appeared first on NobelBiz™.
Maru/HUB
APRIL 20, 2018
There’s just a few weeks to go before the General Data Protection Regulation comes into effect, with every organisation that handles customer data considering the impact and preparing for change. So, what do you need to know about the impact GDPR will have on Customer Experience? It’s been well documented that GDPR will completely change the way we interact with our customers, but it may come as a surprise that this is an opportunity that some savvy organisations are already embracing.
Forrester's Customer Insights
APRIL 20, 2018
Written with Paul McKay, Senior Analyst at Forrester. After Mark Zuckerberg’s hearing in front of the US Congress last week, Facebook announced some changes to its terms of use and privacy policy. Facebook introduced the changes to enable users to manage their data privacy more easily.
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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.
Verint
APRIL 20, 2018
As one of the UK’s leading home assistance providers, HomeServe contact centers process almost 2 million calls per year. The company wanted to gain stronger insights into the quality of its customer service, so it turned to Verint Speech Analytics for the insights it needed to quickly address issues such as hold times and repeat calls. In addition, they leveraged speech analytics to help identify where customers were having challenges with particular areas of the organization’s online offering—p
Forrester's Customer Insights
APRIL 20, 2018
You have to feel bad for marketers: For years, they’ve tried to keep pace with changing buyer behaviors and adapt to the cross-device and cross-channel habits of their customers. To guide their progress, they’ve fallen back on familiar routines: benchmarking against past performance, optimizing short-term results, and pushing people through the sales funnel.
Customer Bliss
APRIL 20, 2018
In Uganda, women entrepreneurs often experience a vicious no-win cycle. They take out loans with such high rates, short cycles for repayment, and late fee penalties that no matter how hard they work, they really never get ahead. Now, that’s beginning to change: The Uganda Women Entrepreneurship Programme decided to give women entrepreneurs a chance by giving qualifying women an extended grace period for repayment, and improved loan terms based on how long the business has generated an income.
ShepHyken
APRIL 20, 2018
This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.
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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,
Beyond Philosophy
APRIL 20, 2018
Starbucks has announced that it will close more than 8,000 company-owned stores on May 29 to present racial bias education to its employees. This dramatic move is a response to last week’s incident at a Philadelphia Starbucks, where two black men were arrested as they waited for a third man to arrive for a meeting. The response by Starbucks CEO Kevin Johnson has been impressive.
emcien
APRIL 20, 2018
Knowing when something will happen – not simply that it will happen – can better enable you to take the right action at the right time in response to a prediction. As a result, you can make a bigger impact to the outcome you want to improve. That’s why it’s so valuable to analyze time series data and make time series predictions. Time Series Prediction Methodologies.
Customer Bliss
APRIL 20, 2018
In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , a law firm in Baltimore Maryland. We discuss why and how this role can be embedded in a services firm, and the unique blend of branding and “CX” that Edwin brings to this role.
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