Alida
NOVEMBER 14, 2018
We can all agree customers are critical to a brand’s profitability. Without them, there would be no brand. No business. No profits. You know they’re important. You know you should put them first. Yet, in a highly competitive retail environment, it’s also so easy to focus primarily on product development. Creating the best, most sought-after products consumers want is often front and center.
Heart of the Customer
NOVEMBER 14, 2018
What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked. This confusion is fueled by vendors who offer “journey mapping workshops.” This is a half- or full-day workshop where you […]. The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer.
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Cyara
NOVEMBER 14, 2018
Following the success of our inaugural Xchange 2018 conference in San Francisco in March this year, we decided to take the show on the road. Our first stop was Melbourne, Australia—Cyara’s birthplace and home to many of our founding customers. After a stop in Dallas, Texas, we moved on to Manchester in the United Kingdom. The final stop will be in Hartford, Connecticut on November 14 !
NICE inContact
NOVEMBER 14, 2018
In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. A CCaaS offers greater financial flexibility and eliminates costs associated with ownership and obsolescence. The final question in our decision framework is “What does success look like and can I quantify it?
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.
ShepHyken
NOVEMBER 14, 2018
As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts. The other day I was interviewed and asked, “How does one get started?”.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amity
NOVEMBER 14, 2018
This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community. The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. To properly examine this topic let’s start out by stepping out of our current professional frame of reference and look at this topic from the cu
Survicate
NOVEMBER 14, 2018
Sales CRM. 400+ employees. Survicate customer since: July 2017. Survicate features used: Intercom Integration. E-mail Surveys. See all Survicate features. Customer feedback is an important part of almost any process imaginable. We talked to Pipedrive’s Product Manager, Ksenia Chaynikova and Research Team Lead, Paula Koppel to examine this statement and discuss how Pipedrive uses Survicate across multiple teams to deliver a product that meets their needs.
Integrity Solutions
NOVEMBER 14, 2018
When you have the confidence, comfort level and commitment, it’s a lot easier to make coaching a priority. By Mike Esterday. A few weeks ago, we had the opportunity to present a session at the HCI Learning & Leadership Development Conference with Sharon Stahr, Chief Communications Officer at Cobalt Credit Union. The session focused on Developing a Coaching Culture for Higher Performance and offered a deep dive into our new research on coaching.
NetBase
NOVEMBER 14, 2018
The start of a new calendar year is always a great time to put new ideas in motion. For brands, it’s also a new quarter, and a time to gear up for new goals and campaigns coming in the days, weeks, and months ahead. Here’s a social analytics checklist to get you ready for a bold, successful 2019. Look Back to Look Forward. If have haven’t performed a social media audit for the third quarter of 2018, now is the time to get to it.
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The DiJulius Group
NOVEMBER 14, 2018
Nearly five years ago, Comcast had a bad year—a really bad year. One that the internet world along with a Customer eXperience (CX) consultant and author like myself capitalize on for great content and examples of what not to do. Their year was similar to the one experienced by United Airlines in 2017, Lululemon in 2013, Spirit Airlines in. Read Full Article.
One Millimeter Mindset
NOVEMBER 14, 2018
How well do we leverage collaborative client relationships? For starters, how many of us actually collaborate with clients? Occasionally? Continuously? Not at all? Sure, we send out quarterly customer experience surveys and determine how many green smiley faces we receive. However, completing a survey is not collaboration. After all is said and done, this is an occasional, non-collaborative tactical exercise, at best.
Happy or Not
NOVEMBER 14, 2018
Staying on top of today’s ever-evolving retail market can be exhausting and overwhelming. How can you understand and meet your customers’ needs when they always seem to be changing? When it comes to keeping up with the changing retail landscape, Twitter is a prime place to stay informed. But to make the most of this […]. The post 15 Retail Influencers You Need To Follow appeared first on HappyOrNot.
Avaya
NOVEMBER 14, 2018
I’ve been on the road the past several weeks, listening to organizations describe the digital transformations they are trying to implement to improve their customer experiences. Consumer expectations are rapidly evolving, and this is influencing major changes in the Contact Center. Technology solutions are also rapidly evolving to meet the needs of brands that are striving to make customers feel valued and meet their rising expectations.
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Bold360
NOVEMBER 14, 2018
Are you a dog lover? Do you like to relax with Netflix on a Friday night? Our personalities and preferences shape how we interact with the world – everything from our chosen career path to what sports we play. It drives our moods and our behaviors and can dictate how we interact with family, friends, and even our favorite brands. With the holiday shopping season quickly approaching, we thought it would be fun to understand how our personality and daily behaviors impact how we approach customer s
NetBase
NOVEMBER 14, 2018
Social media reporting isn’t all it’s cracked up to be – and we’re not talking about marketing metrics you’re gathering to share with the C-suite, but “news” as it exists in the age of social media. It affects the mood of consumers and that can help or hurt your brand, so understanding how to monitor it – and what to do with that information once you have it – is essential.
Call Experts
NOVEMBER 14, 2018
Patients always need immediate assistance from experts. It isn't just the patients though. Medical businesses need support as well to answer the immediate needs of patients. Having a medical call center will help your team answer your patient calls and messages with urgency. Our off-site Experts offer call screening, patient support, and the simplest way to boost patient satisfaction and staff productivity. .
Interactions
NOVEMBER 14, 2018
NOVEMBER 14, 2018 As customer care channels continue to evolve. Read more » The post Do Consumers Prefer Texting or Talking? 3 Takeaways from New Research appeared first on Interactions Resource Center.
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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,
Escalent
NOVEMBER 14, 2018
Lessons from the Consumer Packaged Goods Industry The telecom industry has always been innovative, but the innovation has been mostly incremental.
Influitive
NOVEMBER 14, 2018
Is your pool of marketing qualified leads drying up? Maybe your blog posts or advertising messages just don’t resonate with your target market anymore. The key to unlocking and resolving such issues is leveraging your happiest customers. But how? Marketing teams can accelerate growth by working hand-in-hand with customer advocates to raise product awareness and.
Merkle
NOVEMBER 14, 2018
The job of a data scientist is mentally demanding; we get that. Merkle Aquila does an excellent job of recognising this and accommodating the various working styles particular to us analysts. Here, we recognise that we all get our energy from different places – sometimes that’s a social, collaborative environment to thrash out a solution on a whiteboard, other times it’s a quiet place to allow headspace and some much needed one-on-one time with the data.
Playvox
NOVEMBER 14, 2018
Employing a QA analyst is an effective way to identify weaknesses and strengths in your call center’s customer service. Your team of agents may receive hundreds or even thousands of calls a day, depending on your sector and the size of your company. Your agents have to be on top of their game to deliver the best customer service possible, as consistently poor experiences can impact your customer retention rates and loyalty.
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.
Clarabridge
NOVEMBER 14, 2018
The Clarabridge Marketing Team recently sat down with Dimitri Callens, Director of Product Management at Clarabridge, and asked him to answer 5 questions on the state of the social media management industry. Here’s his take: 1.What do you believe are the key ingredients for a brand to engage successfully with their customers on social media? First and foremost, you have to listen to what is being said about you out there.
Oracle
NOVEMBER 14, 2018
Registration is now open for PipelinePros’ 3rd annual Insight conference for Oracle ATG, Endeca, and Commerce Cloud users, featuring over 45 sessions on topics like machine learning and AI for commerce, search best practices, testing and environment management, and more. Insight 19 will take place August 26 – 28 in Austin, Texas. Designed as the only conference exclusively for Oracle Commerce organizations, Insight 19 will feature more than 200 attendees, 30+ solution providers and more th
iCiDIGITAL
NOVEMBER 14, 2018
English may have been the language of choice on the internet, but it’s about to be dethroned. The belief that the English language will reach all countries and populations is greatly mistaken. Even in countries where the English language is proficient, there will always be a preference for their mother tongue. Let’s explore some reasons why a site should be multilingual: New Markets.
Forrester's Customer Insights
NOVEMBER 14, 2018
Over the last five years, most large enterprises have slowly but surely matured from being data-aware to data-driven. They all collect data from operational and transactional applications; process the data into data lakes, data hubs, data warehouses, and data marts; and build business intelligence (BI) and analytics applications to understand what the data is telling […].
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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.
Brad Cleveland Blog
NOVEMBER 14, 2018
Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans … Continue reading → The post The Best-Managed Contact Centers: #2 – They Have a Supporting Culture appeared first on Brad Cleveland.
Forrester's Customer Insights
NOVEMBER 14, 2018
Nearly half of the firms we survey are prioritizing innovation as key to their business strategy. When I step back and think about it, the why is easy to understand; exponential changes like Moore’s Law in the past and Metacalfe’s Law today are accelerating the pace of business. In a recent study of 26 senior […].
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