Thu.Sep 12, 2019

The Customer is Always Right (And How Conversational AI Can Help)

Interactions

The customer is always right. This saying has been around for quite some time, and for a good reason. It’s synonymous with the delivery of impeccable customer service, which has been proven to make loyal customers and increase revenue.

How to Make the Most of Customer Journey Insights

Totango

If you want to make your business customer-centered , you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business goals, and challenges.

Why Customer Experience Is The Real Driver Of Brand Success?

SurveySensum

There’s a reason why Jeff Bezos , CEO of Amazon considered brands as hosts and customers as invited guests. And, the reason is the customer-first mindset. Customer-first strategy is crucial to drive brand success in today’s competitive era.

Great Customer Experience has the Power to Accelerate Growth

NICE inContact

Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice.

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.

The CCO’s Checklist: 28 Actions to Take for Customer-Driven Growth

Customer Bliss

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

More Trending

DataStax Proxy for DynamoDB™ and Apache Cassandra™ – Preview

datastax

Yesterday at ApacheCon, our very own Patrick McFadin announced the public preview of an open source tool that enables developers to run their AWS DynamoDB workloads on Apache Cassandra.

3 Bizagi Features to Boost Your Process Optimization Strategy

Bizagi

Process optimization is no longer just about keeping your organization productive and cost-efficient. It’s essential to keep your business operations agile enough to respond to the ever-changing demands of your customers and gain a competitive edge against rival companies.

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post. The most common channels.

You Asked, We Improved: The Updated Ask Tool

ReviewTrackers

Product Updates

Tools 65

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.

5 Lessons I Learned From Superhuman’s Onboarding

Gainsight

You know those moments in life where you feel like you reached the “next level” in your evolution as a human? I remember all of them vividly—moments like: The day my (now) wife agreed to go out with me. The day I got accepted to college. The day I got into Bill Simmons’ Mailbag.

Tips 64

Insight to Action: How MD Financial Operationalizes VoC Data Across the Organization

ForeSee

Our Insight to Action webinar series gives you real-world best practices for getting the most out of Voice of Customer (VoC) programs. Watch the recordings to see how Verint ForeSee. Banking CX Best Practices CX Strategy Financial Services ROI of CX

Deck building quicker than ever

Dapresy

We’re excited to announce our upcoming webinar on October 1st at 11:00AM EST, where we take a detailed look at our new StoryCreator. In this webinar you will get the chance to learn more about our new one-of-a-kind deck building capabilities.

Data 52

The Customer is Always Right (And How Conversational AI Can Help)

Interactions

The customer is always right. This saying has been around for quite some time, and for a good reason. It’s synonymous with the delivery of impeccable customer service, which has been proven to make loyal customers and increase revenue.

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.

CEP Award & The Power of a Thoughtful Nomination

Customercount

Thoughtful feedback, in the form of a nomination for the Customer Engagement Professional award or a performance review shows staff members they are valued. Continue reading → The post CEP Award & The Power of a Thoughtful Nomination appeared first on CustomerCount. News CEP Customer Engagement Professional Award nomination

Apple Puts the Promise of Health Innovation in the Hands of Consumers…Pun Intended

Forrester's Customer Insights

“Today’s announcement carries our commitment to health even further by engaging with participants on a larger scale than ever before.”

Three Critical Ingredients for a Thriving Workplace Culture

North Highland

Corporate culture can be a tricky thing to nail down in any workplace, but it’s often that the most successful companies are powered by the most vibrant cultures.

EX Measurement Best Practices: What Are The Right Metrics And Data Sources?

Forrester's Customer Insights

Most companies devote so much time and attention to surveying employees that they overlook other sources of insights. What’s more, they fail to use the insights they do collect to make employee experience (EX) improvements.

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.

Top Takeaways from Khoros Engage 2019 (Part 1)

Lithium

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin?

Judge Ye Not…Unless you are a Judge at the UK CX Awards!

Confirmit

I’m pleased to say that I have been selected as a judge for the UK Customer Experience Awards 2019 in the Use of Insight and Feedback category. I’ve been a judge at the awards a couple of times now, and it’s always a really interesting day.

Top Takeaways from Khoros Engage 2019 (Part 1)

Lithium

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin?

How Guests Use Hotel Reviews To Choose Where They Stay

Grade.us

Everyone knows people are using reviews to find hotels. The real question is what they're looking for when they start evaluating those reviews. If you suspected that customers are looking at a lot more than a star rating, you'd be correct. Take a look at what these real consumers have to say.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

3 ways American Express is creating a customer-centric culture

Qualtrics

Building a customer-insights program that allows companies to listen and then act on customer feedback is essential, but isn’t easy. To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on insights.

Call To Participate: ARMA And Forrester Joint Survey Tracking Records And Information Management Trends

Forrester's Customer Insights

ARMA International and Forrester have partnered once again on a joint survey to track the records and information management (RIM) trends facing enterprises. ARMA brings a community of RIM leaders together to provide resources, expertise, networking, and guidance for professionals in the space. The insights from this survey will help inform a stream of research […]. age of the customer application development & delivery digital business enterprise content management (ecm

Why Developing Modern Applications Is Getting Easier

datastax

Historically, software was monolithic. In most cases, development teams would have to rewrite or rebuild an entire application to fix a bug or add a new feature. Building applications with any sense of speed or agility was largely out of the question, which is why software suites like Microsoft Office were generally released once a year. Much has changed over the last decade or so.

5 Fascinating Siebel CRM Sessions at Oracle OpenWorld 2019

Smarter CX

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Here are 5 of the upcoming, fascinating sessions focused on Siebel CRM. You can also view the full CX session catalog here. Ready to register for Oracle OpenWorld today? Visit the registration page. User Experience Design for Siebel CRM: Improve Adoption and Productivity.

ROI 40

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.