Tue.Apr 26, 2016

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How to Manage Multiple Surveys with Salesforce

GetFeedback

There are two main ways to approach managing multiple surveys within Salesforce, and we’ll look at specific use cases that illustrate each one.

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How Liberty Mutual Engaged the C-Suite & Built their Customer Room, With Chief Customer Officer Margie Dillon – CB2

Customer Bliss

Episode Overview. In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work. And she shared her “tipping point” where leaders began to personally engage, and how she used that commitment to build a 130-person company-wide cross functional team.

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Guest Post: Springtime Renewal in the Contact Center

Calabrio

Springtime is traditionally a time of renewal, refreshment and rebirth. We think about spring cleaning our homes, offices, cars and anywhere else we have spent a lot of time during the long and often gloomy winter days. And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions.

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The Key to Performance Management Success

NICE inContact

Setting goals can be challenging at any level of the organization. Contact center professionals are asked to balance costs with quality, service and the increasing demand across new channels. While each contact center’s goals vary depending on factors like size, location, line of business, or present technology, these goal setting principles can work across many different situations.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Have Your Journey Maps Failed You?

CX Journey

Image courtesy of GMC Software Have you gone through some journey mapping exercises, only to find that the maps don't deliver what they experts said they would? Have your maps failed you? What happened? Did you pick a scenario, put some paper on the wall, distribute Post-It Notes, and tell people to start writing down the steps to for said scenario?

More Trending

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Why Most CCM Solutions Aren't Very Cloud-Friendly.Yet

Topdown

Cloud-based software and software-as-a-service (SaaS) solutions appeal to many enterprises. Most companies are either looking for software they can access through a web browser and/or they want to subscribe to or “rent” their software for a monthly fee. How an organization pays for its software is often a function of their CFO’s preference — for example, to capitalize the purchase of software for EBITDA reasons, or treat it as a monthly operating expense for cash flow reasons.

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CMOs, It's Time to Step Up to the CX Plate

iPerceptions

Today, companies are in the customer experience business. It's no longer enough to compete on products and services, but it's also about delivering seamless and superior experiences that separates laggards from leaders. With consumers now having endless choices, only the brands that have a stand out experience will hit one out of the park.

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Why You Should Be A “Yes and” Leader In A “No but” World

Michelli Experience

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How GM Uses Social Media to Listen and Engage Customers

Natalie Petouhof

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. This new case study shows the depth and strength of how GM is taking advantage of what social media can provide to the business. What’s interesting – and if you follow me, you know I am an ROI gal – is that GM was able to trace their social interactions to actu

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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7 Tips to Improve the Customer Experience

CSM Magazine

In my experience, customer experience is increasingly proving to be a key differentiator; and if your customer experience is subpar, so will your sales numbers. Successful customer experiences are scalable and can be managed consistently across multiple channels. Your customers’ experience must be unique. And, for it to be successful, it needs to be clearly defined so that each one of your employees understands how to deliver the experience you want to create for your customers.

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Comparing the customer experience in the UK and France

Eptica

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Author: Olivier Njamfa We live in a rapidly globalizing world. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services.

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5 Surefire Ways to Inspire your Customer Service Team

Provide Support

How to inspire your customer service team. There’s a way to do it better – find it. Thomas A. Edison. According to Gallup survey 70% of American workers do not reach their full potential and get stuck at work. In most cases they are emotionally disconnected from their companies and feel they are not heard and noticed. Very often employees invest their time and money in professional development to better fit their positions.

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Customer Experience Weekly 2

Talkdesk

Welcome to the second installment of our new roundup series. Each week, we will be collecting tips, tricks and insights on the customer experience with the hope that some of what we find helps our readers to further their CX goals. In case you and your colleagues have been living under a rock, here’s a short definition: ( Customer experience is the sum of all the interactions customers have with your company.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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How to get the most out of ForeSee Summit 2016

ForeSee

The 2016 ForeSee Summit next month will be my tenth and being part of the team that puts this event together is the highlight of my ForeSee career. We don’t. The post How to get the most out of ForeSee Summit 2016 appeared first on ForeSee.

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How “Underdogs” Can Use Weaknesses to Win

Daniel Group

If your business has weaknesses which are hard to change, don’t try to wish them away. Instead, use them to clarify and fuel your game plan for success. Some of your weaknesses may have the potential to be used as. Read More. The post How “Underdogs” Can Use Weaknesses to Win appeared first on The Daniel Group.

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The Essential Role of Today’s Front Line Managers

Brad Cleveland Blog

Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers (a.k.a. supervisors) would become less important in contact centers, and that their numbers would begin to dwindle.

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Tesco reduce Clubcard loyalty offer?

Helen Dewdney

Tesco’s clubcard as it currently runs is probably the best loyalty programme out there and if Tesco wants to remain that way it needs to ensure that it stays the leader in the field and not go backwards and lessen the offer as Sainsbury’s has. So what has it done? The site says: “In the coming months, we’ll be doing more to help you get the most out of the scheme, such as double points events to help grow your points balance faster and improving our Boost Partners offer, where you can already g

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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The Essential Role of Today’s Front Line Managers

Brad Cleveland Blog

Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers (a.k.a. supervisors) would become less important in contact centers, and that their numbers would begin to dwindle.