Fri.Mar 22, 2019

Consequences Of Not Going Digital


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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Job Satisfaction Surveys: 2 Templates for You to Use


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.

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Fake News Week Interview: Ania Korsunska on Scientific Misinformation and the Structures That Spread It

Brandwatch CX

Fake News Week Interview


Is Your Organization Insights Driven? Here’s How to Find Out

Vision Critical

Do you think your organization is customer driven? Here are some simple questions to ask yourself to find out: Customer Centricity

How To 207

Why Kindness Matters in Customer Conversations


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.

Product Managers: Your Current Sources of Data and Insight Are Failing You

Vision Critical

According to data from the McKinsey Global Institute , only one product idea out of seven will yield a successful product. Innovation

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The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Guest Blog: Digitizing the Customer Experience Without Losing the Customer


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.

Agile Product Development: Validate & Iterate With Rapid Ongoing Insight

Vision Critical

Customer validation is a key part of agile product development. It helps you understand whether you have a product your customers will want to buy, as well as a roadmap to sell it. Innovation

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.

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

Brandwatch CX

Fake News Week

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

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


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

AI Series: Demystifying AI in Sentiment Analysis


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.

Keys to Getting and Keeping Millennials as Field Technicians


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.

How to Reduce Customer Retention in the Insurance Industry


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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Understanding the Real Impact of Improving Customer Retention


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.

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.

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.

How behavioural science can help reveal your customers’ true feelings


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

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

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. ,

Scheduled Awesome Post


The post Scheduled Awesome Post appeared first on Talkdesk


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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.