InMoment XI
APRIL 2, 2018
As CX professionals, surveys and programs are our world. We get excited by the different ways we can analyze data and gain insights. However, this is not generally the case for the frontline users. Their focus should be acting on the data, not on searching for the information they need or trying to understand what. View Article.
C3Centricity
APRIL 2, 2018
What’s your gut response to the title question about eliminating Market Research Departments? Yes? No? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. Yes, if it is the traditional market research department.
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InMoment XI
APRIL 2, 2018
As CX professionals, surveys and programs are our world. We get excited by the different ways we can analyze data and gain insights. However, this is not generally the case for the frontline users. Their focus should be acting on the data, not on searching for the information they need or trying to understand what. View Article.
Experience Matters
APRIL 2, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Holiday Inn Express and Marriott for earning the highest customer experience scores in the hotel industry.
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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.
Wired and Dangerous
APRIL 2, 2018
High Point University is a private college in High Point, North Carolina. When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. The wireless campus is an immaculate setting with speakers playing classical music as students change classes. However, everything is done to model a value.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Second to None
APRIL 2, 2018
Establishing a level of Customer Experience performance that contributes to high retention rates will ultimately be the differentiator between your brand and the competition. It is significantly cheaper to invest in customer retention than acquisition, but without great service throughout the customer journey, it will be challenging to sway customers to keep on coming back.
ShepHyken
APRIL 2, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Three Important Considerations for Customer Service Surveys by Paul Selby. (CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys.
Lithium
APRIL 2, 2018
This is no April Fools joke; congratulations are in order! March was a great month in the community- lots of action around our customer stories- like Jawwy and Consorsbank. Not to mention a few stellar #MigrationMondays, featuring ' awesome journey in digital CX. But we did have some absolute winners this month. Congratulations to our top contributors: , , and !
Verint
APRIL 2, 2018
What would happen if self-service were more accessible, easier to use, and capable of resolving considerably more complex issues without escalating to an agent? Artificial Intelligence has the potential to redefine what’s possible in self-service. If you’re not already reviewing your self-service strategy to see how you can take advantage of the latest AI technology, now may be the time.
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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.
Lithium
APRIL 2, 2018
This is no April Fools joke; congratulations are in order! March was a great month in the community- lots of action around our customer stories- like Jawwy and Consorsbank. Not to mention a few stellar #MigrationMondays, featuring ' awesome journey in digital CX. But we did have some absolute winners this month. Congratulations to our top contributors: , , and !
Grade.us
APRIL 2, 2018
Look at this horrible review. " I ordered a brand new midi keyboard. When I received it, it came used, abused, and broken all over with missing power cord in a rotten box. " If you're like many shoppers, you read a negative review like this and an unpleasant picture comes to mind. A sketchy looking ecommerce store you've never heard of with no reviews or contact info.
Lithium
APRIL 2, 2018
This is no April Fools joke; congratulations are in order! March was a great month in the community- lots of action around our customer stories- like Jawwy and Consorsbank. Not to mention a few stellar #MigrationMondays, featuring ' awesome journey in digital CX. But we did have some absolute winners this month. Congratulations to our top contributors: , , and !
Oracle
APRIL 2, 2018
Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago. The conference will cover hot tech topics in CX like artificial intelligence and IoT, feature keynotes from top CX leaders, host special programs and activities, and present top-notch entertainment. Here’s everything you need to know about Modern Customer Experience 2018 including information on: Names for the conference.
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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,
NICE inContact
APRIL 2, 2018
If you are a software developer then you’re familiar with the adage “code once, use everywhere”. Code reuse saves time. It’s been a programming staple that has evolved from in-app functions to external libraries, to web services. But what does all of this have to do with customer experience? Companies are discovering the value in not only finding new customers but also in retaining them.
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