Interactions

SEPTEMBER 12, 2019

Customers 48

Customers 48

Totango

SEPTEMBER 12, 2019

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. When you gather and analyze customer data, you can uncover customer journey insights that will allow you to take action to deliver a more personalized customer experience.

Customer Journeys 70

Customer Journeys How To Customer relationships Data 70

SurveySensum

SEPTEMBER 12, 2019

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. It’s 2019, customers are getting ample choices and you’ll have to make certain that why should they choose you over your competitors.

Brands 67

Brands Net Promoter Score Customer Experience NPS 67

NICE inContact

SEPTEMBER 12, 2019

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. Technology all but makes time and place irrelevant by providing anytime, anywhere access to almost anything. If any organization is perceived as being too hard to work with, then it’s all too easy move on to another company.

Customer Experience 136

Customer Experience Call Center Contact Center Social Media 136

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Customers

Customer Bliss

SEPTEMBER 12, 2019

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.” And yet, this report found that while 14% of brand scores rose, 5% of scores declined and an incredible 81% stagnated.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

PeopleMetrics

SEPTEMBER 12, 2019

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. There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gathe

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Customercount

SEPTEMBER 12, 2019

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.

Customer Engagement 66

Customer Engagement Feedback Engagement Customers 66

Interactions

SEPTEMBER 12, 2019

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. But if customers are always right, why are we making them conform to our ways of doing things, instead of putting the control in their hands?

System 59

System Interaction Loyalty Technology 59

Gainsight

SEPTEMBER 12, 2019

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. Perhaps not-exactly-at-the-same-level-but-close is the day an acquaintance said, “I can get you a Superhuman invite if you want one.”.

Tips 55

Tips Video Software Training 55

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Communication

North Highland

SEPTEMBER 12, 2019

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. Think about the encouragement of radical candor at Pixar when building an animated film, or the legacy of customer service at Disney amusement parks, or even the all-for-one brotherhood in professional basketball teams.

Culture 45

Culture Touchpoint Connections Leadership 45

Lithium

SEPTEMBER 12, 2019

“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? I wouldn’t fault you for thinking it was for the breakfast tacos; they are mighty good.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

ForeSee

SEPTEMBER 12, 2019

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.

Financial 40

Financial Data Voice of Customer ROI 40

Dapresy

SEPTEMBER 12, 2019

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. We’ll run through tips and tricks for getting your PowerPoint decks up and ready in record time. With our StoryCreator module – designed to automate deck production, you’ll eliminate rework and increase efficiency.

Tips 40

Tips Report Data Survey 40

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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,

Tips

Confirmit

SEPTEMBER 12, 2019

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. It provides a chance to hear inspiring presentations from some of the UK’s top companies, assess their entries and (hopefully!

Sports 40

Sports Course Feedback Connections 40

Lithium

SEPTEMBER 12, 2019

“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? I wouldn’t fault you for thinking it was for the breakfast tacos; they are mighty good.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

datastax

SEPTEMBER 12, 2019

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.

Software 40

Software Technology Tools Examples 40

Oracle

SEPTEMBER 12, 2019

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?

CRM 40

CRM ROI Case Study User Experience 40

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.

Retail

Forrester's Customer Insights

SEPTEMBER 12, 2019

“Today’s announcement carries our commitment to health even further by engaging with participants on a larger scale than ever before.” Jeff Williams, Apple’s chief operating officer At Apple’s special September event earlier this week the tech titan announced key research initiatives designed to help improve population health. The research builds from data shared by Apple […].

Innovation 43

Innovation Consumers Engagement Data 43

Qualtrics

SEPTEMBER 12, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Chandler’s “Why Qualtrics” story. I do what I do because I’m the head of my family now. Even though it may just be me and my wife, I want to be successful and lead my family to success. I want to be known as a hard worker and embody that value in my family.

Sales 34

Sales Connections Meeting Tips 34

Forrester's Customer Insights

SEPTEMBER 12, 2019

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. That’s why Sam Stern and I published a new report called “EX Measurement Best Practices: New Data Sources, New Insights, […].

Measurement 42

Measurement Data Metrics Employee Experience 42

ReviewTrackers

SEPTEMBER 12, 2019

Tools 62

Tools 62

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Training

Forrester's Customer Insights

SEPTEMBER 12, 2019

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 […].

Trends 36

Trends Survey Management Resources 36

ReviewTrackers

SEPTEMBER 12, 2019

Tools 56

Tools 56

Brad Cleveland Blog

SEPTEMBER 12, 2019

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want … Continue reading → The post Adherence to Schedule Tips appeared first on Brad Cleveland.

Tips 26

Tips Culture Measurement Call Center 26

Qualtrics

SEPTEMBER 12, 2019

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. Find out how American Express built a world-class customer culture by using a broad spectrum of approaches from empowering employees to capturing and acting on customer insights.

Customer Centricity 24

Customer Centricity Culture Exercises Customer Service Representative 24

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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?

Customer Experience

Brad Cleveland Blog

SEPTEMBER 12, 2019

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.

Tips 22

Tips Culture Measurement Call Center 22

Alliance by IFS

SEPTEMBER 12, 2019

APT-SKIDATA will deliver personalized service and support 24/7 through cloud-based access to Alliance Enterprise. HORSHAM, PA (September 10, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced that earlier this month APT-SKIDATA successfully deployed the cloud-based Alliance Enterprise ™ field service management and mobility platform in the EMEA region.

Competitive Advantage 15

Competitive Advantage System Loyalty Meeting 15

Brad Cleveland Blog

SEPTEMBER 12, 2019

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.

Tips 20

Tips Culture Measurement Call Center 20