InMoment XI
MAY 23, 2017
I’ve been in the automotive industry for some time and concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time as well, but lately they seem to be intensifying. Do you know how to guard against survey manipulation? My hope is this blog will give you. View Article.
BlueOcean
MAY 23, 2017
Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. We know you hate calling tech support. We know you’d rather not “ press one for yes.
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ijgolding
MAY 23, 2017
For much of my career, I, like many of my peers, have had to suffer what I like to call the ‘rolling eyes phenomenon’ on numerous occasions. Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.
GetFeedback
MAY 23, 2017
Customers ask for help through more channels than ever before. GetFeedback for Salesforce Service Cloud helps teams improve every service experience.
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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.
Customer Bliss
MAY 23, 2017
Episode Overview. Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association. While they hold numerous events throughout the year, their benchmark event is The Belmont Stakes. Under her leadership, they turned it into a three-day festival. In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” To win that award, it beat out the Super Bowl (a pretty large event), the FIFA Women’s World Cup final, and more.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
MAY 23, 2017
As customer habits and expectations continue to evolve, contact centers must keep raising the bar on service quality. Keeping track of service KPIs, such as first call resolution and average call handling time among many others, is one of the best ways to ensure your contact center is up to par — because, as they say, you can’t improve what you can’t measure.
GetFeedback
MAY 23, 2017
Great customer service leads to happy customers, higher retention, and more revenue.
Michelli Experience
MAY 23, 2017
It seems like every week I read something like: “ UiPath , a robotic process automation ( RPA ) startup that’s setting out to help companies automate repetitive tasks, has raised $30 million in a Series A round of funding. UiPath <is>…bringing automation to the ‘intelligent enterprise.’ It specializes in building what it calls ‘intelligent software robots’ that help businesses complete laborious and repetitive processes through computer vision technology and rule-based processes.”.
Uniphore
MAY 23, 2017
Implementing a Virtual Customer Assistant or sometimes referred to as a Chatbot within your contact center will prove to be beneficial to both your organization and the customers you are trying to serve. Read More.
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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.
Heart of the Customer
MAY 23, 2017
I’ve been traveling a lot, and recently had a few service interactions that show the power – and the peril – of using texts to engage customers. Perhaps you’ve seen that some higher-end hotels are sending welcome texts as a simpler way to engage customers and to show responsiveness. I first experienced this at the […]. The post Using SMS to improve – or detract from – the customer experience appeared first on Heart of the Customer.
ShepHyken
MAY 23, 2017
Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy. What are some ways that you can show your customers, and your employees, that you are truly customer focused? Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization.
transcosmos Information Systems
MAY 23, 2017
Disasters can strike anytime. When natural calamities and unforeseen crises occur, businesses need to have a strategy prepare to minimize damages and loss. Whether it’s a citywide blackout, a typhoon, an IT system infiltration, or other security breaches, you need to be prepared with a business continuity plan. Your business continuity plan is more than just your backup solution for emergency situations or disasters.
ReviewTrackers
MAY 23, 2017
The customer journey is a series of steps a consumer takes when engaging with your company. This journey consists of, and begins and end with, different interactions and experiences that occur at different touchpoints: a call with a sales rep, an in-store visit, a conversation on social media or online review site, an inbound call, an advertisement, or a website visit.
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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,
Influitive
MAY 23, 2017
I want you to meet a pretty cool guy (IMHO): Truman Tang, Director of Marketing, Customer and Advocacy, at Influitive. He’s the mastermind behind our incredible advocate marketing program, Influitive VIP. Truman’s got a pretty long list of accomplishments under his belt, like driving 1,000 customer referrals in a year, running highly effective ABM campaigns.
Clicktools
MAY 23, 2017
By CallidusCloud CX Guest Blogger, Annette Franz, CCXP. ~~~. In this very social world, customers have a lot of options when it comes to getting support from companies about the products and services they buy: there’s phone, email, FAQs, knowledge bases, forums, chat, social media, and much more. Because expectations (including the need for speed and the need for more effortless service) have changed, many customers prefer a self-service route, seeking help through social media and online
Provide Support
MAY 23, 2017
6 Study-Backed Tips for “Best in Class” Customer Service. Good quality customer service is the best interest for both companies and their customers today. In the markets overflowing with similar products, offering a special memorable service is a foremost way to stand out from the crowd. However, do customers really need service to be special and tricky or do they want their basic needs to be met?
transcosmos Information Systems
MAY 23, 2017
Disasters can strike anytime. When natural calamities and unforeseen crises occur, businesses need to have a strategy prepare to minimize damages and loss. Whether it’s a citywide blackout, a typhoon, an IT system infiltration, or other security breaches, you need to be prepared with a business continuity plan. Your business continuity plan is more than just your backup solution for emergency situations or disasters.
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.
CSM Magazine
MAY 23, 2017
How are you tracking customer satisfaction levels with your customers? Are you asking whether they are satisfied? If so, you are probably not getting a true answer. Today, customers are so conditioned that when we are asked questions like this, they just say “Yes”. Think about your own experiences. How often have you said things were fine simply because you couldn’t be bothered commenting?
Confirmit
MAY 23, 2017
What’s the toughest job in the world? There are probably a lot of answers that spring to mind, but chances are “contact center agent” isn’t on your immediate list. However, this was Claire Sporton’s suggestion as she kicked off proceedings at Confirmit’s “Voice of the Customer in Contact Centers” event in London last week.
Avaya
MAY 23, 2017
Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations. With people, processes, services and things more dynamically connected than ever, companies are feeling relentless pressure to digitize, simplify, and integrate their organizational structures to remain competitive.
CXApp
MAY 23, 2017
SSO or single sign-on is an access control method that allows users to participate on a variety of platforms using a single profile or account. It’s possible thanks to a centrally connected system that merges various configurations and platforms. The best example is the Google sign-in or Facebook sign-in feature you see on most websites and mobile apps, where you log in once and any other instance of that platform or program you “open” drops you into an active session.
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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.
Customer Alignment
MAY 23, 2017
Call Centres are a key (human) touch point for engagement with customers. Are they being used as well as they should be, as an integral part of the Customer Experience? It’s a dynamic sector which appears to be in growth in the UK. We’ve seen announcements last month alone from Vodafone, BT, EE and others confirming that they are increasing numbers at their call centres, demonstrating an emphasis on utilising call centres more as an important interface for customer service.
Confirmit
MAY 23, 2017
You’ve probably got a customer experience program. Most companies do. And if you’ve got a program, you’ve probably got a vision. Which is nice. But how do you get from where you are today to the place where that vision is realized? To the day where you capture insights from customers at every touchpoint. Where employees are engaged in the CX process.
LiveChat
MAY 23, 2017
Once you set up your LiveChat, besides deciding on a cool picture for your agent’s profile, you probably have some other thoughts crossing your mind. For example, “how long I should be available on the chat? Is it OK if a chat is running only during the store opening hours? If not, then how long?” And finally, “if I’m not available on chat, how much do I lose when a customer comes to my website?”.
Grade.us
MAY 23, 2017
It’s frustrating isn’t it? You’ve exceeded your customer’s expectations. You’ve underpromised and overdelivered. Maybe you’ve taken a loss for them. Or you’ve pulled a series of all-nighters. You’ve gone above and beyond. When you talk to them, they’re full of praise. So why won’t they do it?
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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?
Verint
MAY 23, 2017
The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.
ForeSee
MAY 23, 2017
When the Trump administration released its proposed budget a month ago, analysts discerned an overarching theme: efficiency and cost cutting. The path to achieving that requires a focus on measuring and collecting data about the citizen experience. Fortunately, the state of digital government services is strong, with steps being taken to ensure even greater improvement going forward.
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