inmoment
AUGUST 5, 2019
For brands looking to gain a competitive edge in a customer-centric, digital-first era, quality customer experience (CX) separates the companies that excel from those that fall behind. . Despite valiant efforts from brands to make customer experience strategies a core part of their business, 70% of CX initiatives risk losing funding—and failing altogether—by not providing enough business value.
Playvox
AUGUST 5, 2019
A survey by Gallup shows employee engagement is on the rise in the United States. The number of workers claiming to be ‘actively disengaged’ by their job is now just 13 percent, while 34 percent describe themselves as simply ‘engaged’ — the best results Gallup has seen. That’s encouraging news if you’re concerned about the state of your own workforce, as your employees are more likely to actually care about their role and their performance than before.
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Ecrion
AUGUST 5, 2019
The term “customer service” is a catch-all phrase that roughly equates to a customer’s experience with and perception of your brand. At the end of the day, are they left with a positive impression or a negative one? Understanding the variables that impact customer service means the difference between retaining and growing your customer base versus losing revenue due to lost customers.
Experience Matters
AUGUST 5, 2019
Benchmarking #CX against competitors is a good activity, but it is overused. See 5 pieces of advice. The post Five Recommendations For De-Emphasizing Benchmarking appeared first on Experience Matters.
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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.
Steve DiGioia
AUGUST 5, 2019
it's one of the reasons why consumers maintain loyalty Buffer, one of the industry-leading apps used to schedule and share content on social media, recently had a “bug” that affected 0.00599% of Buffer users (467 out of 7,800,000). A pretty small number if you asked me. So, what did they do? Well, first off, they fixed the bug and made changes to the login process that made signing-in more secure for all users, not just the 467 who were affected.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
AUGUST 5, 2019
Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams.
GetFeedback
AUGUST 5, 2019
Six years ago, GetFeedback started on a journey to give companies a better way to listen to their customers –.
NICE inContact
AUGUST 5, 2019
Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams.
SurveySensum
AUGUST 5, 2019
Table of Contents: What is Customer Effort Score (CES)? Customer Effort Score (CES) calculation. Strategic CES applications for an organization. Advantages of CES. What is Customer Effort Score (CES)? Customer effort score (CES) is a numeric indicator of positive, neutral or negative customer experience during an interaction with your organization. The logic behind this metric is that more effort from a customer in solving a problem results in a negative experience.
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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.
Oracle
AUGUST 5, 2019
As part of our Burning Questions Series, SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to understand what kinds of skills and study will be crucial for those looking to make headway in their own customer experience organizations. Hear what every 2019 CX leader needs to know in our video interviews and read their quotes below.
Gravy Analytics
AUGUST 5, 2019
Competitive intelligence – gathering and analyzing data on your competitors to drive business decisions – can have a truly transformative effect on a business. With a deep understanding of the competition’s customers, marketplace, and strategy, enterprises can identify opportunities that might otherwise be difficult to recognize. Some potential business use cases of competitive intelligence include: Identifying new revenue opportunities.
Truthlab
AUGUST 5, 2019
Machine Learning (ML) is a “field of study that gives computers the ability to learn without being explicitly programmed” ( Arthur Samuel , 1959). 2 Machine Learning is a subset and fundamental principle of Artificial Intelligence (AI). 3. The goal of Machine Learning is to enable computers to learn on their own. A machine’s learning algorithm enables it to identify patterns in observed data without having explicit pre-programmed rules and models. 3.
C Space
AUGUST 5, 2019
Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook. You’d think he’d be excited when a company proclaims that it’s centered around the customer.
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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,
ClientSuccess
AUGUST 5, 2019
If there is one thing Customer Success Managers (CSMs) are good at, it’s answering questions. That’s just the name of the game when your job description includes various aspects of training, onboarding, troubleshooting, and support. While every customer account is different and has different goals, it is possible to bucket certain questions to create a general outline for customer success management.
NetBase
AUGUST 5, 2019
Influencer campaign marketing is just one tactic in your promotional toolbox, but it’s a super important one to do well. Getting it wrong can have expensive, brand-crushing affects that spread faster than you can say, “she tweeted what?!”. So here are some tips to have in mind ahead of your next influencer campaign so you can have a successful experience, instead of a financial flop or a PR crisis.
Helen Dewdney
AUGUST 5, 2019
How to complain about financial products and services. So much can and does go wrong with a financial institution! This post will signpost you to various posts on the blog which will help with most bank/credit card and insurance problems. The Financial Services Regulations 2004. Financial products are covered by the Consumer Rights Directive 2013. These regulations cover the sale of most financial services that take place at a distance (such as online), directly,or through an intermediary such
Topdown
AUGUST 5, 2019
Over the past few years, the fundamental responsibilities of the chief marketing officer (CMO) have gradually evolved into a role requiring more technical prowess. In fact, a new job category, that of chief marketing technologist , has emerged as a typically common role within marketing departments. As prospects and customers continue to engage over digital channels, CMOs with technical expertise will be in greater demand as the qualification to manage modern enterprise marketing requires mergin
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.
Andrew Mcfarland
AUGUST 5, 2019
Having valued employees depart your company can be a good thing. Not always, of course, but would you agree if you found out they were leaving because your workplace culture was toxic? While normally I agree that valued employees departing.
Myra Golden
AUGUST 5, 2019
Twelve years ago, I created a vision board. On it, I had a specific vehicle, a goal of annual family vacations, antique office furniture, a whole new backyard, including patio furniture, and a playground for my kids, and a few other coveted things. I manifested every image I tacked on my board. EVERYTHING. The success of my vision board is a lot like a project I’m working on with some of my clients.
Forrester's Customer Insights
AUGUST 5, 2019
We first published research on social selling in 2016, and B2B sellers continue to flock to various networks to interact with their customers and prospects. Social provides the opportunity for authentic connections, mutually beneficial professional relationships, and positive business outcomes for both buyers and sellers. But sellers’ inconsistent and boorish behaviors and a lack of […].
Hero Digital
AUGUST 5, 2019
As a whole, B2B marketing is boring. There, I said it. One reason is the frequent pursuit of the “safe” approach. No judgement. After all, it’s easy to understand that mindset. Job security is important, and many B2B organizations have created cultures (whether intentional or not) that discourage original thinking and punish experiments that don’t produce optimal results.
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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.
Lithium
AUGUST 5, 2019
Thank you to everyone who participated in our Community in July! We saw great discussions and solutions such as How to add a button on a standard page? , How to change default FAQ text? , and Can you automatically apply a role to a member. Another great read last month was the blog 5 New Khoros Care Features You Won’t Want to Miss. Khoros Engage is officially next month.
Centercode
AUGUST 5, 2019
Centercode CEO Luke Freiler recently sat down with VP of Marketing at Pragmatic Institute Rebecca Kalogeris to discuss the challenges of modern software development, and how continuous customer testing offers a solution to the quality gap in pre-release agile development. In this podcast, Luke talks strategies for bringing the voice of the customer into agile environments through delta testing , or ongoing Customer Validation.
Lithium
AUGUST 5, 2019
Thank you to everyone who participated in our Community in July! We saw great discussions and solutions such as How to add a button on a standard page? , How to change default FAQ text? , and Can you automatically apply a role to a member. Another great read last month was the blog 5 New Khoros Care Features You Won’t Want to Miss. Khoros Engage is officially next month.
CSM Magazine
AUGUST 5, 2019
Every nation across the globe is subject to significant misconceptions, many of which have been borne out of stereotypes and a fundamental lack of education. This even applies to countries such as Australia, which is rarely given credit for the fundamental role that it plays in driving the global economy. Make no mistake; Australia is one of the most stable and innovative countries in the world, and it’s certainly an incredible place in which investors can pursue good returns.
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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?
Lithium
AUGUST 5, 2019
Thank you to everyone who participated in our Community in July! We saw great discussions and solutions such as How to add a button on a standard page? , How to change default FAQ text? , and Can you automatically apply a role to a member. Another great read last month was the blog 5 New Khoros Care Features You Won’t Want to Miss. Khoros Engage is officially next month.
Bold360
AUGUST 5, 2019
Subscribe via iTunes , Spotify and more. You only need to look at the media or read a news report to see that the retail industry is facing challenging times. There are big things about store closures, bankruptcy, etc. But these challenging times bring plenty of opportunity, as well. Retailers must step up and focus on serving customers in an exquisite way.
inSided
AUGUST 5, 2019
In a world where both grabbing, and keeping, a customer’s attention is becoming increasingly difficult, companies are constantly on the lookout for the most innovative and interesting ways to increase customer engagement. But what does that really mean? How does an increase in customer engagement improve the customer experience and impact your bottom line?
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