VDS
MARCH 22, 2019
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. — We live in the fourth industrial revolution, the digital revolution.
Chadwick Martin Bailey
MARCH 22, 2019
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. On one hand, the closest I’ve come to dying was in 1993 at the hands of a faulty after-market cruise control mechanism that terminally accelerated the vehicle I was driving (this is actually a thing , apparently).
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North Highland
MARCH 22, 2019
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.
Experience Matters
MARCH 22, 2019
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.
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.
Alida
MARCH 22, 2019
In most organizations, the market research or customer insight department is seen as a support pillar for multiple divisions and as a cost center.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alida
MARCH 22, 2019
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.
GetFeedback
MARCH 22, 2019
Happy employees result in happy customers. To identify the happiness level of your employees, you should use these two job satisfaction survey templates.
Alida
MARCH 22, 2019
According to data from the McKinsey Global Institute , only one product idea out of seven will yield a successful product.
ShepHyken
MARCH 22, 2019
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. If you had walked into a bank, clothing store or small local grocer 50 years ago, you likely would have found the manager or even the owner greeting you at the door, and the clerks may have called you by name and asked after your spouse and children.
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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.
Alida
MARCH 22, 2019
Do you think your organization is customer driven?
Beyond Philosophy
MARCH 22, 2019
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. Now, he didn’t come up with the phrase. It’s a well-used epithet by many coaching organizations—and not just for football. <!
TeamSupport
MARCH 22, 2019
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. One person can increase the morale of a room, turning doubt into hope by providing a positive outlook on a situation. When it comes to customer conversations, kindness is one of the most important tools to have at your disposal.
Second to None
MARCH 22, 2019
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.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
ReviewTrackers
MARCH 22, 2019
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. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.
Second to None
MARCH 22, 2019
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.
Forrester's Customer Insights
MARCH 22, 2019
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. While this is an early release, it is a clear signal of the investment Microsoft is making to […].
Fox Metrics
MARCH 22, 2019
It is a common marketing ideology that access to customers’ personal information is key to better delivery and more personalized customer experience. After all, that is what customer data delivers – giving you the ability to develop tailor made connections with your customers. However, this data exchange and how it benefits the customer is not usually an obvious fact, and assuming that customers fully understand what is going on can be catastrophic.
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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,
Prophet
MARCH 22, 2019
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 post The Top Brands to Watch in China appeared first on Brand and Marketing Consultancy | Prophet.
Brandwatch CX
MARCH 22, 2019
MyCustomer
MARCH 22, 2019
Loyalty. 3 stats that will make you question your CX skills.
Forrester's Customer Insights
MARCH 22, 2019
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.) Headless, oh headless…this […].
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
MyCustomer
MARCH 22, 2019
Voice of the Customer. How behavioural science can help reveal emotions.
Brandwatch CX
MARCH 22, 2019
Talkdesk
MARCH 22, 2019
The post Scheduled Awesome Post appeared first on Talkdesk.
Grade.us
MARCH 22, 2019
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. As a digital marketing agency that's already offering other services like web design, listings management, local SEO, advertising, content marketing, social media marketing and more, review management is a no brainer.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
GetFeedback
MARCH 22, 2019
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. But before we dig into the two most popular surveys related to job satisfaction, let’s take a look at the current state of employee satisfaction, the benefits of satisfied team members, and the and the influence that
ChurnZero
MARCH 22, 2019
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. To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies.
delighted
MARCH 22, 2019
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.
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