InMoment XI
APRIL 4, 2018
The Shift Is Upon Us Customer experience is at an inflection point. We are in a transformational moment where significant demographic and technological shifts have changed our expectations of brand interactions. Companies like Uber have reduced consumer patience with friction in the brand experience. Companies like Amazon and Warby Parker are scrambling our notions of online.
QuestionPro Audience
APRIL 4, 2018
Tax Day, April 17th, is fast approaching. One of the fiscal perks (maybe the only?) that comes with having children is getting a small tax credit. What about pet owners, many of whom consider their pets to be a part of their family? These furry family members can be expensive as well, with the average pet owner spending around $1,400 in the first year, according to the ASPCA.
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InMoment XI
APRIL 4, 2018
The Shift Is Upon Us Customer experience is at an inflection point. We are in a transformational moment where significant demographic and technological shifts have changed our expectations of brand interactions. Companies like Uber have reduced consumer patience with friction in the brand experience. Companies like Amazon and Warby Parker are scrambling our notions of online.
AskNicely
APRIL 4, 2018
How does a SaaS-based fleet software company solve complex customer needs at scale? They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. To say the fleet management industry is complex is a massive understatement. The role of a fleet manager requires keeping several dozen spinning plates in the air (vehicle maintenance, strict regulatory com pliance, stringent budgetary requirements, logistics management, and everything in be
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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.
Experience Matters
APRIL 4, 2018
Congratulations! Temkin Group announces the winners of its 2018 Customer Experience Vendor Excellence Awards: Clicktale, Medallia, Qualtrics, Rant & Rave, Waypoint Group Vendors were evaluated based on their nomination forms that included five sections: 1) company overview, 2) “make the case” for their nomination, 3) three detailed case studies, 4) future direction, and 5) three or more customer references.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kayako
APRIL 4, 2018
The thought of introducing live chat is daunting. You’re opening up the floodgates to a new channel, and it’s another thing added to your already growing list of apps to manage. Why bother with live chat if it adds this much pressure to you and your team? Live chat is increasingly becoming an essential support tool as a growing number of customers won’t shop somewhere that doesn’t offer real-time chat.
NICE inContact
APRIL 4, 2018
Cloud computing is now an archaic term. Every business is moving to the cloud and it is just a matter of time before a big swap out from premise. If you think you are not going to embrace cloud, think twice. Chances are, you send office emails through Office 365, you talk to your coworker in Webex, share files in Dropbox, sign your sales contracts in Docusign, take an Uber home, watch movies in Netflix and “like” in Facebook but don’t realize how permeating these cloud applications are – be it w
Customer Bliss
APRIL 4, 2018
Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. From getting executive buy-in, to understanding the inner workings of the organization itself, and looking for areas of opportunity, it can all seem so overwhelming.
Experience Matters
APRIL 4, 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 USAA for earning the best customer experience score in the credit card industry.
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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.
IntouchInsight
APRIL 4, 2018
Jim Tincher provides many great insights for customer experience professionals looking to build a standout CX program across their organization.
Experience Matters
APRIL 4, 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 Citizens Bank and credit unions for earning the best customer experience scores in the banking industry.
ShepHyken
APRIL 4, 2018
I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. Perhaps you just heard that your competitor is working hard to take away business from you – maybe they’re announcing a new product; maybe they’re advertising a major sale; maybe they’re opening a new location.
PeopleMetrics
APRIL 4, 2018
Everybody works hard. There’s a reason that no hiring manager has ever been blown away by the answer “I’m a hard worker” when they ask why they should hire you. We all consider ourselves hard workers, but only a small percentage of the workforce will ever experience the seemingly infinite, grueling hours that Certified Public Accountants (CPAs) experience from January 1 st to April 15 th every calendar year.
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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,
iPerceptions
APRIL 4, 2018
March was a busy month in CX news and for iperceptions. We launched a new logo and tagline (learn more here ), we attended the Adobe Summit in Las Vegas and even published a new white paper that covers the best practices of running a Voice of the Customer (VoC) program.
Retently
APRIL 4, 2018
Search online for information on increasing your SaaS products’ conversion rate and you’ll find page after page of techniques designed to help you convert more of your visitors into trial users and paying customers. Often, these tactics are successful — when implemented effectively, they can boost your conversion rate and increase your visitor-to-trial-user conversion rate.
Second to None
APRIL 4, 2018
Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. Customer retention requires diligence and a detail-oriented team, willing to put in the extra effort to sway customers to keep on coming back and bringing their own networks with them.
Oracle
APRIL 4, 2018
As a small or medium-sized business (SMB), it’s often difficult to compete with bigger brands’ wallets and available resources. Although your sales and marketing efforts may not carry the same financial clout as your larger counterparts, rest assured that your SMB can have the upper hand in one key area: customer experience (CX). By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, a
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.
Informedy
APRIL 4, 2018
Mobile phones are ubiquitous. Carrying a mobile phone in 2018 is much like carrying a wallet in 1950 – everyone has one. More than 1.5 billion smartphones were sold last year, and if laid end-to-end would circle the globe five times. Lightweight smartphones – about 250 grams (8 ounces) – are more powerful than the Apollo 11 Lunar module and operate like mini satellites.
Sampson Lee
APRIL 4, 2018
Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […].
ClientSuccess
APRIL 4, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
Dapresy
APRIL 4, 2018
At first sight, designing a dashboard looks easy. Just select some charts and graphs from the library, adjust their settings, add some filters, apply some stats and you are ready to distribute information to all your decision makers. But that begs a few questions. Will it really encourage users to make the most of their data? Will it be enough to motivate them to and new insights?
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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.
Gold Research
APRIL 4, 2018
Every year retailers pour billions of dollars into marketing campaigns to draw shoppers to their stores. With a dizzying array of advertising options, promotions, coupons and ‘trending’ tactics combined with increasing competition from online retailers, it’s easy to be unsure about the exact impact that the efforts have on sales. If your sales bucket isn’t overflowing, it is likely there are some revenue leaks that need addressing – before pouring in more water.
Brad Cleveland Blog
APRIL 4, 2018
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a … Continue reading → The post Tighten Up Your AHT Projections appeared first on Brad Cleveland.
Upwave
APRIL 4, 2018
Brand Knew is a new podcast featuring interviews with marketing leaders of major national brands. Hosted by Austin Moorhead, the podcast will dive into how consumers are changing and what brand leaders are doing about it. Survata is proud to be the sponsor – check out their third episode below with Southwest CMO, Ryan Green, and be sure to subscribe for future episodes with marketing thought leaders. —-.
Forrester's Customer Insights
APRIL 4, 2018
There are two types of Agile people in the world: Capital “A” Agile people equate “agile” with Agile software development methodologies or frameworks. Agile requires specific roles, processes, and deliverables. You have to do Agile, to be Agile.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Brad Cleveland Blog
APRIL 4, 2018
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a long way toward tightening up your projections.
Upwave
APRIL 4, 2018
Brand Knew is a new podcast featuring interviews with marketing leaders of major national brands. Hosted by Austin Moorhead, the podcast will dive into how consumers are changing and what brand leaders are doing about it. Survata is proud to be the sponsor - check out their third episode below with Southwest CMO, Ryan Green, and be sure to subscribe for future episodes with marketing thought leaders.
Brad Cleveland Blog
APRIL 4, 2018
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a long way toward tightening up your projections.
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