Mon.Nov 05, 2018

Do Your Customers Believe in You?

Steve DiGioia

This original article was written by Steve DiGioia. My cat is diabetic. Domino” was diagnosed 3 months ago and since then must receive 2 insulin shots per day, 12 hours apart. That’s my job. Domino. On those times when I’m not available, the job falls on my wife or daughter.

How to Use Your Customer Journey Map to Increase Business Productivity


If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The Harvard Business Review did some digging and found that analyzing the productivity of departments and individuals is not a reliable measure for the productivity of an entire organization. The article notes that although individual teams perform well overall, there is often a lot of redundancy across departments.

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Collaborative Workplace Experiences create better Customer Experiences

One Millimeter Mindset

When we create collaborative workplace experiences, we create better and better customer experiences. This is common sense. You know it. I know it. Yet this scenario is not quite how things happen in the workplace, is it?

How to Take Local Brands to Global Success: The 5 Rules to Fortune


I remember reading an article in the Financial Times a couple of years ago, that challenged companies to search for a new style of marketer. They weren’t speaking about the current need for marketers to be both creative and comfortable with data.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Indiana Farmers Insurance Talks CX


Best Practices Create Business Results Customer Experience Manager at Indiana Farmers Insurance, Jennifer Rulon, talks about how customers became core to their business through cultivation of their CX program with platform use and market research analysis.

Can Your Employees See the Details Critical for Delivering Innovative Service?

Wired and Dangerous

Next week we celebrate Veteran’s Day and we deeply thank all those who have served for their service! We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran. .

More Trending

Social Engagement Lessons from Caps Lock Day


It’s one thing to say “don’t be promotional” in your posts – but achieving it can be a challenge. After all, promoting your brand is the underlying point. Here’s how to use whimsical holidays like Caps Lock Day to break the ice. Social Sentiment Gives the Green Light.

The Commitment Quadrant

Customer Enthusiast

Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment from most training programs.

Social Media Listening Checklist for Europe and Beyond


International marketing campaigns offer exceptional reach for any brand, but there are unique considerations to keep top-of-mind, beyond what one would typically pay attention to, when focused domestically.

How to Increase Sales During the Holidays

Call Center Pros

We just left Halloween behind and Thanksgiving and the Christmas holidays are just around the corner. It is no secret to anyone that this is the busiest season of the year for most businesses.

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How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Interview: Immediate Future Founder Katy Howell on Why Marketers Need to Put Down the Sledgehammer

Brand Watch


Want Your Brand to Win in China? The Key is Localization


China once seemed a land of endless opportunity for multinational organizations. But over the past few years, Chinese consumers are increasingly favoring local brands.

Making Content More Inclusive

Help Scout

Our Engineering Coach, Megan Chinburg, recently called for further removing ableist language from Help Scout’s company vernacular. “I I observed us using the word ‘crippled’ a few times in various conversations and presentations.

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RapportBoost to Showcase New Chat Sales Boosting Platform at ICMI


RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. 12-14.

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The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Everything You Need to Know About Modern Customer Experience 2018 Amsterdam, Frankfurt, London, and Stockholm

Smarter CX

Video: Turning Your Contact Center Into A Profit Center


We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. The full transcript is below, as well as the archived recording. Take a listen! We welcome your feedback. .

Why Customer Support Managers Should Know About VPNs

CSM Magazine

The Technology and Its Capabilities. VPNs have rapidly grown in popularity lately as a way to ensure online privacy and to secure the Internet traffic of their users. Nowadays, almost anyone who browses online regularly knows at least something about VPNs or has heard about the term.

Successfully Reach Your Commercial Bank Customers – Show You Know Them

Beyond the Arc

Hoping to gain the attention of commercial bank customers and prospects? To make your messages more appealing, try three smart approaches to connect, predict, and engage with your target audience.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Acquia Engage Recognizes Our Nonprofit Work

Hero Digital

When the Houston Methodist Hospital Foundation came to Hero Digital to help reimagine their online giving experience, we knew the project would be a special one.

Predictions 2019: Customer Experience Comes Under Fire

Forrester's Customer Insights

Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row.

How to Handle the Holidays Before the Holidays Handle You


Many contact center leaders are preparing for the holidays now that November is here. Whether it’s to maximize the return on an influx of customer contacts, meet staffing requests while managing an increase in employee time-off requests, or a combination of the two, going into the holidays (or any peak period) requires having a good plan in place. The US Army has a saying for situations like this, “proper prior planning prevents poor performance”.

Predictions 2019: Employee Experience Moves To Center Stage

Forrester's Customer Insights

Companies and executives are paying attention to employee experience as never before. There are good reasons for this attention. Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of.

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Take Your Website to the Next Level with Conversational UX


What is Conversational UX? Conversation is a structured method of requesting, exchanging, and expanding on information. It is one of the primary ways that humans have evolved to learn about each other and the world around us. Conversational UX is a way of thinking about and designing the interactions between humans and the technology that tries to mimic it. One common example of a Conversational User Interface (UI) are chatbots on websites that help you find answers in an automated way.

Predictions 2019: CIOs, Don’t Put The Cart Before The Horse

Forrester's Customer Insights

While playing the role of parent, I find that I trot out old tropes like “apply the rules,” “start with the basics,” and “don’t get ahead of yourself” when helping my kids with their homework.

Download Case Study


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IoT Platforms Do Not Steal Customer Data

Forrester's Customer Insights

There’s a recurring assumption in discussions about internet of things (IoT) platforms: The platform providers make their money by mining insights from data loaded into their platform.

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The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting. Improves Customer Marketing ROI


The post Improves Customer Marketing ROI appeared first on Optimove. library

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Forrester Cyber Predictions 2019: European Take

Forrester's Customer Insights

Today my team published Forrester’s Predictions for the cybersecurity industry for 2019. We listed 5 key trends that we think will impact the industry over the next 12 months.

The Hotel Experience | 11.-12.11.2018

Happy or Not

November 11-12, 2018 | New York, US The average occupancy rate for the hotel industry in the U.S. is 65.9%. With millions of hotel rooms available every night and the choice in the customer’s hands; the market looks for every nuance to stay competitive.

Shaking up Your CX Program at Confirmit’s 5th Annual Insurance Summit


Earlier in the month, we held our 5 th Annual Insurance Summit in New York where the overall theme was rejuvenating your Customer Experience (CX) program. This is one of our flagship events and it gets better every year. We were very excited to host it for the 5 th year in a row.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.