InMoment XI
JULY 10, 2017
Making the Customer First in Everything You Do The often-used statistic according to Gartner is that 89% of companies differentiate on the basis of customer experience. It’s no doubt the pressure is on to create the best CX program. Whether it’s analyzing the customer journey or deep diving into feedback using text analytics, the process. View Article.
Storyminers
JULY 10, 2017
This GUEST CORNER feature is by Richard R Shapiro. Image by Jonathan Kim. We are witnessing a convergence of forces that are moving customer loyalty to the edge of extinction. As consumers, we are empowered by increasing control over the retail process. Herein lies the challenge for retailers: to engender loyalty – but the loyal customer is an endangered species.
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InMoment XI
JULY 10, 2017
Making the Customer First in Everything You Do The often-used statistic according to Gartner is that 89% of companies differentiate on the basis of customer experience. It’s no doubt the pressure is on to create the best CX program. Whether it’s analyzing the customer journey or deep diving into feedback using text analytics, the process.
Steve DiGioia
JULY 10, 2017
This original article was written by Steve DiGioia. Correspondence from most members of the retail industry is reduced to little more than a form letter with a few “mail-merged” names; the letter can fit most circumstances and usually does. Isn’t it about time someone uses their imagination and creates a response that we look forward to read…and share?
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Beyond Philosophy
JULY 10, 2017
Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. Throughout Europe and the U.S., brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Wired and Dangerous
JULY 10, 2017
DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms. And, like fingerprints, forensic specialists are able to use the DNA in blood, skin, hair or any bodily fluid located at a crime site to identify the “bad guy.”.
SuiteCX
JULY 10, 2017
One of the definitions for the word Inventory is: “detailed, often descriptive, list of articles, giving the code number, quantity, and value of each catalog.” What does that have to do with SuiteCX? SuiteCX has mastered the concept of Inventory by creating a standalone map type in the software that acts as a Grid map, where you can strategically place each of your Customer or Brand Interaction points along an X and Y axis modeled by Lifecycle by Department or Channel.
Amity
JULY 10, 2017
You may have read some inspirational quotes on faded landscape backgrounds saying things like " there's no success without failure ", and while this may be true in most cases, you'll want to forget about it and focus on doing things right when it comes to QBRs. QBRs are an amazing opportunity, but they're also where dropping the ball has the most painful impact.
Confirmit
JULY 10, 2017
I started at Pulse Train when I was a child. Well, not actually a child but I was 22 years old and was joining the company as part of the graduate training program (along with Paul Quinn, who you’ll also hear from in this series). By the time Pulse Train became part of the Confirmit, I was looking after our CATI solutions which were the best in the market – one of the main reasons for Confirmit’s interest in the company.
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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.
Experience Matters
JULY 10, 2017
We just published a Temkin Group report, Economics of Net Promoter Score, 2017. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts. But how does this metric actually relate to loyalty? To uncover the relationship between NPS and loyalty, we asked 10,000 U.S. consumers […].
Confirmit
JULY 10, 2017
Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement. This video helps define employee engagement, addresses where the ownership should be for engagement, explores the importance of engagement, and outlines some of the most meaningful outcomes that come with building a culture of engagement.
Peter Lavers
JULY 10, 2017
Find out the Five things you need to know about the future of Customer Experience Management in Peter Lavers’ latest blog as featured on The Center For Client Retention (TCFCR). Five Things You Must Know About The Future Of CX Management. The post Five Things You Must Know About The Future Of CX Management appeared first on Think CX.
Verint
JULY 10, 2017
No doubt you’ve heard a few things about artificial intelligence (AI)—what it can potentially offer to organizations and how it may even permanently change the business landscape. People who engage customers every day want to know this: How can artificial intelligence offer very real insights into customer behavior? As you will learn from reading the blog from Contact Solutions’ Mark Clark, using AI for customer insights and customer engagement is particularly important, because it helps organiz
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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,
Kerry Bodine
JULY 10, 2017
Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third. Take a look at the smaller text, and you’ll see that a few attendees have bravely admitted that they see journey mapping as daunting.
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