Fri.Feb 08, 2019

Complex customer journeys the biggest barrier to CX success, say marketers


Engagement. Customer journeys the biggest barrier to CX

5 Key Trends for CX Executives in 2019

West Monroe

New Year, New CX? Happy 2019! As customer experience (CX) professionals, 2019 is a critical year to demonstrate and articulate the tangible benefits and value of CX in our organizations. Here are five key CX trends that we believe organizations and their CX executives will focus on this year.

Why Sentiment Analysis Matters to B2B Customer Service


Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently.

Leading a Purpose-Driven Organization: Putting Customers and Members First at REI

Customer Bliss

Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Why Did They Uninstall My App? Based on Real Research


Congrats! You’ve got plenty of people downloading your app. But, are you paying attention to how people engage with your service? Converting new prospects to download your app is only part of the job.

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AI Series: Why Is Next Generation AI Best in Class?


People are complicated and nuanced – which is why social analytics tools are so crucial to understanding their wants, needs, and interests. Technology like Next Generation Artificial Intelligence (AI) makes that job easier. Here’s why you need it and how it works. Diversify for Strength.

How Successful Retailers Win in Endless Disruption

Beyond Philosophy

Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. <!–more–> <!–more–>

Experiential Branding Matters Because “She” is the Influencer

ProProfs Chat

Do you remember the first time you fell in love? I remember the first time I fell in love. I was 15 years old and was head over heels for my hockey player boyfriend.

New Data Shows What Customers Hate When Calling Businesses

CSM Magazine

Clutch have surveyed 501 people who called a business more than three times in the past six months to learn what they expect from telephone customer service.

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.

2019 Customer Success Themed Grammy Playlist


In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. We hope you enjoy!

How to Develop a Quick Start Guide That Prevents Calls and Emails


To help customers get up to speed with a product or service, companies offer many types of documentation: user manuals, video tutorials, in-product help, even good old FAQs. Because customers need heaps of help when they’re just starting to use the thing you’ve sold them. Support teams do a lot handholding for new customers, taking more calls and responding to more emails at this point in their relationship than they will as time goes by.

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How to Use Your CRM to Optimize Influencer Marketing


Social media marketing looks little like it did just a few short years ago. The primary power behind this seismic shift? Influencers. These social media geniuses use their natural charm and relatability to build connections with thousands or even millions of followers. Initially centred around fashion and fitness, influencer marketing now involves every niche imaginable. They’re taking over in accounting, health care, and even construction.

The Green New Deal Is Your Solution To Climate Change Risks

Forrester's Customer Insights

If you are reading this for the snark and jokes, thank you. We are so sorry to disappoint you, because we’re not sure how to make corporate climate risks funny. Instead, let’s have a sober discussion about climate risk, and you can leave the jokes in the comment section.¹ What Is It?

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.

The 5 Emotions of Customer Surveys

Daniel Group

Customer surveys can help companies measure customer loyalty and identify opportunities for operational improvement and innovation. Done right, they leave customers feeling valued and your organization better equipped to serve them. To give your business the best chance of running an effective survey, besides applying technical best practices it helps to know how the process may feel to members of your organization along the way.

Who Are You, Citizen Data Scientist?

Forrester's Customer Insights

Everyone is talking about the citizen data scientist, but no one can define it (perhaps they know one when they see one). Here goes — the simplest definition of a citizen data scientist is: non-data scientist. That’s not a pejorative; it just means that citizen data scientists nobly desire to do data science but are […

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DataFest Sponsorship

Aquila Insight

Merkle Aquila is excited to announce that this year we will be a Silver Sponsor of DataFest – a two-week festival of Data Innovation in Scotland from the 11 th to 22 nd of March. Now in its third year, DataFest will showcase Scotland’s leading role in data science and artificial intelligence, whist offering platforms to interact with local and international talent, industry, academia and data enthusiasts.

Unlock The Mysteries Of IoT Pricing

Forrester's Customer Insights

Koninklijke Philips has come a long way since the Philips family began making lightbulbs in the Dutch city of Eindhoven in 1891. Today the company focuses on healthcare, but it wants to do more than just build and sell medical products.

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.

Creating Opportunities for a College Education: Talking with Jessica Bartnick of Foundation for C.H.O.I.C.E.

West Monroe

One of the best things about our profession is the opportunity to meet and collaborate with so many talented and interesting people at our clients and in the community.

Unforgettable Episode 22: Embedding a Customer Experience Framework

Smarter CX

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world.

The Pros and Cons of Implementing Social Media into your Customer Service Strategy

Second to None

It is an irrefutable fact that social media has penetrated the corporate domain. It is safe to say that its momentum is only increasing as time goes on. So, what are the benefits of implementing social media into your customer service strategy? Subsequently, what are the downfalls? PROS. It decreases customer effort. Customer effort is a leading factor in determining an individual’s overall sentiment towards a brand.

Q&A With ON24’s Tiffany Beddow: How To Get Better Product Feedback From Your Customers, Faster


Figuring out how to get quality product feedback from your customers quickly can be a big challenge for product teams. And yet, your success as a software product depends on it. The truth is, your customers are busy professionals who need a good reason to spend their valuable time filling out a customer survey or. The post Q&A With ON24’s Tiffany Beddow: How To Get Better Product Feedback From Your Customers, Faster appeared first on Influitive.

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.

The Hidden Lesson In Big Beer’s Post-Super Bowl Antics (Hint: It’s Not About Fast Marketing)

Forrester's Customer Insights

What everyone will remember most about “Super Bore LIII” is not the game or the ads but the post-game tit-for-tat between Big Beer brands Anheuser Busch InBev and MillerCoors. In case the game’s dullness induced you into a media-blocking stupor… Here’s what happened: ABI aired three Super Bowl ads blasting MC for using corn […]. advertising age of the customer agile branding

The Buck Stops Here: How to De-escalate Angry Customers and Control Conversations

Myra Golden

I’ve learned the most potent de-escalation tactics known from the martial art Aikido, trial lawyers, law enforcement, a former FBI hostage negotiator, and the greatest escalation agents in customer service. And on Friday, March 1st I’m hosting my refashioned De-escalation Training in a webinar.