Thu.Jul 27, 2017

article thumbnail

Building a CX Program for Business Success

InMoment XI

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. If you are interested in experiencing the business success that comes from a strong customer orientation, the first thing you need to understand is that it takes more than having a team set up. View Article.

eBook 200
article thumbnail

What Support Metrics Should SaaS Companies be Using?

Kayako

CSAT. NPS. TTFR – So many acronyms, so little time! As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track ! It can leave you feeling overwhelmed with a lot of decisions to make about data.

Metrics 200
Insiders

Sign Up for our Newsletter

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

article thumbnail

Building a CX Program for Business Success

InMoment XI

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. If you are interested in experiencing the business success that comes from a strong customer orientation, the first thing you need to understand is that it takes more than having a team set up.

eBook 200
article thumbnail

Question Everything

CX Journey

Image courtesy of Pixabay But we've always done it that way! Is that one of the favorite sayings within your company? from your leaders? Or maybe it's, "That's just the way we do things around here." Regardless, you never want to hear either of those phrases uttered within the four walls of your organization. In my webinar last week with CallidusCloud|CX , I talked about nine behaviors of CX Losers.

Policies 146
article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

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.

article thumbnail

Keep your customer experience safe from silos

Vonage

Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. Machiavelli was actually writing about them in 1513. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore.

More Trending

article thumbnail

Consumer Brands NPS® Benchmarks

CustomerGauge

Want to know how Tesla Motors got an NPS of 97? Or why Starbucks is leading the fast food consumer brands NPS chart? How about why Apple’s MacBook’s NPS is 76 two years in a row? Today we will walk through the NPS achievements, CX strategies and best practices from the consumer brands industry. Tesla Motors […]. The post Consumer Brands NPS® Benchmarks appeared first on CustomerGauge.

NPS 78
article thumbnail

Have you checked out Vengreso yet?

Customer Bliss

I’ve done some work over the past few years with Viveka Von Rosen , a foremost LinkedIn expert. Recently, she and an impressive suite of co-founders launched Vengreso , a digital sales acceleration platform. Vengreso teaches social selling and more. They already have actionable posts on their blog about LinkedIn lead generation , for example, and are creating social selling boot camps.

Sales 68
article thumbnail

Call Center Industry Trends Mid Year 2017 Report

Magellan Solutions

The call center industry finds itself in an exciting and challenging place this time of the year. The call center industry of the Philippines, in particular, is still experiencing robust growth a couple years after it was recognized as the new call center capital of the world, leading to optimistic predictions by industry leaders and government officials.

article thumbnail

The Customer Journey in Finance

ReviewTrackers

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Banks must adopt a customer journey mindset, healthcare leaders discuss the importance of data, and more. Get Into the Right Mindset. Banks must get into the customer journey mindset as one of the factors for success in the future.

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

AI and VR for the Financial Services Customer Experience

Avaya

It’s the digital customer’s world—banks just live in it. 20% of bank customers are now digital-only users. 73% admit they’d be more excited about a new offering from Apple, Google, or Amazon than from their own Financial Services Provider (FSP). 35% of millennials don’t believe they’ll even need a bank five years from now. In an age of intelligent, connected capabilities, consumers expect nothing short of a sophisticated banking experience that meets their evolving needs.

article thumbnail

How Proper Training is Kryptonite to Bad Online Reviews

ReviewTrackers

A business’ online reputation is increasingly important. This is especially true for restaurants. Regarding potential diners, 55 percent of adults read online reviews before visiting a restaurant. Unfortunately, the twee and trendy Edison bulb light fixture brightening your restaurant’s entryway won’t be the first impression you give your guests. It could be your website, or more likely, it will be a Yelp reviewer and those pesky red and white stars.

article thumbnail

What Does Amazon Connect Mean for the Contact Center?

West Monroe

Not only did it go from an online bookstore to one of the largest retailers in the world, but Amazon has now tapped contact centers. Amazon Web Services recently announced Amazon Connect – a simple and cost effective, cloud-based contact center technology that has left the contact center industry (and us) buzzing. Amazon Connect is changing the traditional contact center setup.

article thumbnail

Have you heard? There’s a new way to partner with Talkdesk

Talkdesk

Talkdesk is excited to announce that we are expanding our partnership opportunities. Beyond becoming an AppConnect Partner or becoming an official Channel Partner, there is a third opportunity to partner with us … You can now become a Services Partner. What is a Services Partnership? A Services Partnership is an opportunity to work with Talkdesk to help organizations makes the digital transformation from the contact center to the cloud.

article thumbnail

Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

article thumbnail

What exactly is SharePoint?

Toonimo

Source: Microsoft. Describing SharePoint in a short summary is difficult because of the whole lot of features it hosts. In essence, SharePoint is an online platform that offers enterprise content management, document management, and can be used as an intranet. Typically SharePoint is used as a groupware platform as it allows group collaboration on documents, file sharing & hosting, access to enterprise content and applications, and much more.

article thumbnail

Retail’s new normal: 3 trends stores must embrace to win | Forbes

ForeSee

You need only look at Wall Street's reaction to the nearly $14 billion acquisition of Whole Foods – or the multitude of headlines about brick-and-mortar locations doubling as distribution hubs – to see that a new normal is on the horizon for the retail industry. Retail consumers today are adapting to new shopping norms that include more choices, co-browsing (in-store while shopping on a mobile device) and higher expectations.

Trends 40
article thumbnail

What exactly is SharePoint?

Toonimo

Source: Microsoft. Describing SharePoint in a short summary is difficult because of the whole lot of features it hosts. In essence, SharePoint is an online platform that offers enterprise content management, document management, and can be used as an intranet. Typically SharePoint is used as a groupware platform as it allows group collaboration on documents, file sharing & hosting, access to enterprise content and applications, and much more.

article thumbnail

Have you heard? There’s a new way to partner with Talkdesk

Talkdesk

Talkdesk is excited to announce that we are expanding our partnership opportunities. Beyond becoming an AppConnect Partner or becoming an official Channel Partner, there is a third opportunity to partner with us … You can now become a Services Partner. What is a Services Partnership? A Services Partnership is an opportunity to work with Talkdesk to help organizations make the digital transformation from the contact center to the cloud.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

Chatbot Summit – an “I was there boast?” Only time will tell

Bold360

It’s been a few weeks since Chatbot Summit Berlin , so a long enough period to take stock, follow up with new connections made on the day and reflect on its substance and position as the pre-eminent tech event for everything ‘Chatbot’-related. Since April 2016 , when Facebook opened its platform for the creation, construction, and development of bots, it feels like the world has gone ‘AI/RPA/chatbot’ crazy.

article thumbnail

Six Essential Principles for Awesome Customer Service

CSM Magazine

John Tschohl provides a concise and practical list of six essential customer service principles for awesome service. These “Personal Steps of Excellence” would go well in a frame on your office wall and those of your general managers. 1. Feel Good About Yourself. Employees do not go to work dreaming about how they can work exceptionally hard to make the company and the owner more money.

article thumbnail

Nanorep’s First Annual End User Summit was a Productive, Exciting Learning Experience for Us All

Bold360

On July 6th in London Nanorep held its first ‘End User Summit’ for our customers at WeWork Paddington. The structure of the event was built to allow for our customers to create a personal connection with us as a partner and more importantly to engage with each other. In all, Nanorep had twelve attendees across six brands. All of these brand representatives had travelled from across the UK to make it to London for the afternoon representing Digital learning, Customer Service, Operations and Custo

article thumbnail

Personalization Is Not a Technology Problem—It’s an Insight Challenge

Escalent

Retailers that can’t deliver a personalized experience are at serious risk of becoming irrelevant soon.

article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

The hats of the researcher

dscout People Nerds

People Nerds on the different hats they wear when presenting their work.

45
article thumbnail

Digital Store Technologies Take the Stage For Both Customer and Associate Experience

Forrester's Customer Insights

Digital retail theater is becoming reality for consumers as retailers rush to find ways of attracting and retaining store customers. What is digital retail theater? It’s the combination of original retail theater – entertainment, novelty, and engagement – with digital technologies and services to create the next level of in-store experience.

article thumbnail

From Hype to Value: Robotic Process Automation Maturing

Verint

The authors of the recent McKinsey Quarterly article, What does automation mean for general and administrative (G&A) and the back office? state that when it comes to Robotic Process Automation (RPA), “Getting started is the easy part … But scaling is hard.” 1. Many customers are jumping into automation with both feet. While RPA may enable you to very quickly record a process and automate a software robot to execute it—let’s say in five days—this timeframe is not realistic to address proper e

Metrics 29
article thumbnail

Strativity Launches Comprehensive Journey Management Education Hub within Touchpoint Dashboard

Strativity

The world’s premier Customer Experience consultancy , Strativity Group, Inc., launches the Journey Management Education Hub within Touchpoint Dashboard. NEW JERSEY, July 27, 2017 –Strativity Group, Inc., the world’s leading customer experience consultancy, announces the launch of the Journey Management Education Hub (JME Hub) to provide a one-stop shop for training users of Touchpoint Dashboard.

article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib