Fri.Mar 22, 2019

Consequences Of Not Going Digital

VDS

Digital transformation is not a one-time thing. Instead, ‘digital’ is a way of working. This three-part series on digital provides insight on the following: Why organizations hesitate to go digital. Consequences on not going digital. Considerations, risks and benefits of digital transformation.

It’s Complicated: New Research on Emotion and Autonomous Vehicles

Chadwick Martin Bailey

Like many people, my relationship with technology is complicated, and when it comes to the increasing level of automation in cars, leading us—potentially—towards a future where many vehicles will be fully autonomous (i.e., no human drivers), it gets REALLY complicated.

Going Down the Habit Hole: Making Nudges Stick

North Highland

Everyone has habits. Whether they are good for us (preferring to cycle to work than take the tube), or bad for us (one more glass of wine won’t hurt will it?), habits dictate what we do and how we do it. Many of us regularly want to change our habits, and when it comes down to it, we know it is us who stands to benefit and us who needs to drive the change. However, in the business world, our daily working habits often impact our employers and the output and culture of the organisation.

Complexity Is An Experience Killer

Experience Matters

I just spent two days in Miami with a great group of executives who are part of the SAP CX Client Advisory Board. One of their presentations described the company’s technology transformation, and included a stream of activity around “decomplexing.” ” I loved seeing that! Complexity ends up oozing its way into all types of experiences. Complex products, prices, or processes lead to ill-prepared employees and confused customers.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Job Satisfaction Surveys: 2 Templates for You to Use

GetFeedback

While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys.

Survey 212

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Guest Blog: Digitizing the Customer Experience Without Losing the Customer

ShepHyken

This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. Shep Hyken.

Keys to Getting and Keeping Millennials as Field Technicians

Astea

As baby boomers retire in larger numbers every year, service companies are scrambling to avoid a serious talent shortage. In a recent poll of 42,000 employers, 40% reported difficulty filling field technician roles.

Why Kindness Matters in Customer Conversations

B2B Customer Service Blog - TeamSupport

Sometimes in business, attitude is more important than any service or product. Approaching conversations with the right perspective for the situation can completely change the expectations of all parties involved.

How Can A Coaching Culture Attract (and Keep) Top Talent?

Integrity Solutions

A high-performance coaching culture can separate your firm from the pack and become a powerful differentiator when you’re competing for top players. by Terri O’Halloran.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Fake News Week: Communication Models and What Brands Can Do To Protect Themselves From Fake News

Brand Watch

Fake News Week

Understanding the Real Impact of Improving Customer Retention

ChurnZero

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices.

How to Reduce Customer Retention in the Insurance Industry

ReviewTrackers

Customer retention in the insurance industry is important to reducing churn, which prevents billions of dollars lost in revenue. Research from CallMiner revealed that avoidable churn costs businesses $136 billion in the U.S. alone.

Three stats that will force you to question your customer experience capability

MyCustomer

Loyalty. 3 stats that will make you question your CX skills

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Make No Mistake — Microsoft Is A Security Company Now

Forrester's Customer Insights

Microsoft has announced support for macOS in its rebranded Microsoft Defender ATP product, taking this product from being an offering that could be considered an add-on for hardening its own operating system to a multiplatform security solution.

Pop-Up Stores Perk Up Retail

Smarter CX

Pop-up stores are spreading quickly across the retail landscape. Representing approximately $10 billion in sales revenue according to Inc. ,

How to Manage Uncertainty

Beyond Philosophy

How to Manage Uncertainty. My team is the Luton Town Football Club. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers.

AI Series: Demystifying AI in Sentiment Analysis

NetBase

Sentiment analysis is the foundation of social analytics – and of understanding your target audience. But what about new technology like Artificial Intelligence (AI)? Does it really make a big difference? Let’s explore. Nuance at Scale.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How behavioural science can help reveal your customers’ true feelings

MyCustomer

Voice of the Customer. How behavioural science can help reveal emotions

Thoughts On DX: Headless vs. AI/ ML

Forrester's Customer Insights

I have been noodling on the future of DX for the better part of six years. Today I want to run a hypothesis past you: Headless architecture and AI/ ML automation are competing for the future (and soul) of the DX tech stack. So let’s examine both side of this equation: 1.)

Connecting Your Brand with the New Generation

Second to None

They are lazy. They avoid face-to-face interaction. They will not stop arguing over who is considered a ‘true 90’s kid’. Millennials have been under society’s microscope for the last decade; a punching-bag for Baby Boomers, a restructuring force for marketers. But Millennials are being overtaken by the new cohort in town. Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy.

The Top Brands to Watch in China

Prophet

As a leading strategic brand and marketing consultancy, Prophet continuously tracks market trends and dynamics through initiatives such as the Brand Relevance Index (BRI) and META. We would like to share our perspectives on some of the top brands to watch in China this year. Read More.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Connecting Your Brand with the New Generation

Second to None

They are lazy. They avoid face-to-face interaction. They will not stop arguing over who is considered a ‘true 90’s kid’. Millennials have been under society’s microscope for the last decade; a punching-bag for Baby Boomers, a restructuring force for marketers. But Millennials are being overtaken by the new cohort in town. Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy.

Sending Surveys: 4 Top Online Survey Distribution Methods

delighted

Surveys are an important part (perhaps the most important part) of understanding your customer. A well-crafted survey can provide a wealth of insights around how customers think about your market, product, or service, and enable you to better solve customer problems, reduce the risk of them leaving, and accelerate your business’s growth. When directed well, a company can thrive on the results and insights gathered.

Webinar: White Label Review Management Services For Your Agency

Grade.us

When you're considering offering a brand new service at your agency, there are so many factors that you need to consider including pricing, on-boarding, service offering, delivery, reporting, etc.

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Scheduled Awesome Post

Talkdesk

The post Scheduled Awesome Post appeared first on Talkdesk

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.