Thu.Sep 12, 2019

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


How to Make the Most of Customer Journey Insights


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.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Why Customer Experience Is The Real Driver Of Brand Success?


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.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

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

3 Bizagi Features to Boost Your Process Optimization Strategy


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


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


Product Updates

Tools 69

5 Lessons I Learned From Superhuman’s Onboarding


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 65

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

You Asked, We Improved: The Updated Ask Tool


Product Updates

Tools 67

CEP Award & The Power of a Thoughtful Nomination


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

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


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


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

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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


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.

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.”

Why Developing Modern Applications Is Getting Easier


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.

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

How Guests Use Hotel Reviews To Choose Where They Stay

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.

Top Takeaways from Khoros Engage 2019 (Part 1)


“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!


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.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Top Takeaways from Khoros Engage 2019 (Part 1)


“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?

3 ways American Express is creating a customer-centric culture


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 Qualtrics? – Chandler Boy – Research Services Sales Development Representative – Intern – Provo, UT


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. Here at Qualtrics, I want to embody this as well.

Sales 29

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.