Thu.Feb 15, 2018

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How the Smart Speaker is Revolutionizing the Home

QuestionPro Audience

2017 was predicted to be the year of the smart home, and consumers are slowly integrating the new technology into their homes. With smart speakers like Amazon Echo, Google Home, and the soon-to-be-released Apple HomePod, consumers have many options when it comes to a digital voice assistant, and the ability to optimize and control lighting, heating, energy consumption, electronic devices and security features.

Consumers 252
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Why Digital Businesses Need Digital CX

InMoment XI

Digital Transformation is such a buzz word today, the message comes through loud and clear from seemingly every keynote, panel discussion, article, or study related to how businesses can remain competitive and relevant as the world becomes increasingly digital. It reminds me of the scare of the Year 2000 problem, also known as the Y2K problem, the. View Article.

Study 200
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Why Smart Tech Companies are Focusing on Baby Boomers

QuestionPro Audience

There are currently about 75 million baby boomers (born between 1946 and 1964) in the U.S., and they are the fastest growing segment of technology consumers. Whereas millennials consume the trending technology and move on to the next, baby boomers are different. Once they find a brand that appeals to them, they are extremely brand loyal. Contrary to popular belief, they are not resistant to technology or social media (to the dismay of kids and grandchildren across the country), and according to

Company 186
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Why Digital Businesses Need Digital CX

InMoment XI

Digital Transformation is such a buzz word today, the message comes through loud and clear from seemingly every keynote, panel discussion, article, or study related to how businesses can remain competitive and relevant as the world becomes increasingly digital. It reminds me of the scare of the Year 2000 problem, also known as the Y2K problem, the. View Article.

Study 200
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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!

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Top 10 Infographics of January 2018

QuestionPro Audience

As an industry leader in market research, people look to us for thought-provoking content. We love sharing insightful data with our readers, so we curated a list of our top 10 favorite projects from the month of January. Enjoy! 1 – The Cultural Borders of Songs. By: The Pudding, Matt Daniels. Music is universal to say the least, but how universal?

More Trending

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The Experience Margin: Only CX can save retail brands

Currency Alliance

Retail brands can be saved; but not by conventional retail strategy. In an economy where it’s no longer possible to profit off physical goods, the most successful businesses today are migrating their profit centers on to services and experiences. While some retailers are making progress on this front, most continue struggling to face this reality. Their increasing woes are a consequence of their fixation on product margins.

Retail 110
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Making Your Customers Happy in 2018

UJET

In 2017, we saw some of today's biggest companies face major customer support challenges, most of which could have been avoided had they implemented the right technologies and processes. Not only does poor customer service lose organizations a massive amount of money (nearly $62 billion per year), it damages reputations, hurts customer retention, and affects the bottom line.

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Say Hello to Your New Wardrobe: Smarter Wearables with Janett Liriano and Loomia

Oracle

SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. At NRF 2018 , we met with Janett Liriano, CEO of Loomia , a Brooklyn, New York based designer and manufacturer of smart materials and textile circuits. In the interview, Janett shares her path to CEO, her advice to future entrepreneurs, and gives us a sneak peek at Loomia’s wearable technology.

B2B 81
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Do airports care about CX? Should they?

Heart of the Customer

A couple of years ago I had a layover in Philadelphia. Try as I might, I couldn’t find a good electrical outlet – the ones I could I find required sitting on the floor. Annoying. This led me to wonder: While it’s clearly a bad experience to be stuck for a few hours without a […]. The post Do airports care about CX? Should they? appeared first on Heart of the Customer.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Alcohol and Tobacco Compliance for C-Store Brands in 2018

Second to None

Brands that stock and sell alcohol and tobacco products have a responsibility to their community to ensure they remain compliant with federal and local regulations. The repercussions for failing to comply will fall on both the larger brand and the individual locations, meaning that both parties are responsible for maintaining this level of compliance.

Brands 69
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A Lesson from Winston Churchill

Middlesex Consulting

Ruth Winett wrote this article. Ruth and I worked closely together for about six years planning, fund raising, and building the Christa McAuliffe Branch Library in Framingham, MA. Ruth is the founder of Winett Associates , which provides customized business research and writing services that will meet your needs, budget, and schedule. In the movie the Darkest Hour, Winston Churchill takes his first ever Tube ride in order to talk with ordinary citizens.

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How to Show Up in “Businesses Near Me” Local Searches

ReviewTrackers

More and more people are using their smartphones and computers to discover great businesses close to their location. Hence, the rise in popularity of “(business) near me” searches, such as the kind pictured below: Want to catch the attention of these “near me” searchers? Here are helpful tips on how to rank for their search terms in local search results.

How To 62
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The Importance of Critical Thinking in Customer Service

Provide Support

Critical Thinking For Customer Service. Customer service jobs require a composite mix of soft and hard skills for success. To positively interact with customers and team members we need social and emotional intellegence, and self-regulation skills. We also need lots of technical expertise, general industry and product knowledge to handle everyday customer requests effectively.

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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

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ConTEXTual Feeling

dscout People Nerds

Maci Peterson, founder of On Second Thought, on why the ability to correct ourselves is key to communication.

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Debunking 5 Misconceptions about Net Promoter

Promoter.io

Since the day it was first introduced, the Net Promoter System has been a hotly debated topic. Whether you’re reading the Wikipedia page or random tweets from NPS (Net Promoter Score) critics, you’re bound to find several arguments trying to debunk the effectiveness of this metric. In a recent article, a notable speaker on the […]. The post Debunking 5 Misconceptions about Net Promoter appeared first on Promoter.io Blog.

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Customer Data Platforms put omnichannel within reach for retailers

BlueVenn

Consumers today undertake increasingly complex shopping journeys. Reports I’ve seen suggest that anywhere from 50 to 80 percent of shoppers use multiple channels to make a purchase. Yet for brick-and-mortar retailers, the quest to become omnichannel — the process of creating and maintaining a contextual, seamless customer experience across all of a brand’s touchpoints — is as much of a challenge now as it was five years ago.

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We Love Our Customers Every Day!

Lithium

You guys!!! We’ve pulled the numbers and you have done some awesome stuff in the last six months here in the Lithium community! In fact, you’ve pushed our community CHI score to a high of 691 -- that’s AMAZING!!! Thank you so much for being who you are and contributing here. Give yourself a round of applause: In the last six months you’ve produced: 2,243 topics. 4,444 replies. 5039 kudos given. 466 solutions accepted. 900 new community members.

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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

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3 Ways an Online Community Supplements Your Social Media Strategy

WorkOutLoud

Your social media team works hard. They keep your content chugging along and build your network on LinkedIn and Facebook, they engage your brand fans in innovative ways on Twitter. They educate your followers on YouTube and capture and share company moments on Instagram. These are just a handful of the channels that keep your social team busy. This article is going to discuss 3 ways the addition of a private, online customer community can help boost your brand, provide some focus for your social

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We Love Our Customers Every Day!

Lithium

You guys!!! We’ve pulled the numbers and you have done some awesome stuff in the last six months here in the Lithium community! In fact, you’ve pushed our community CHI score to a high of 691 -- that’s AMAZING!!! Thank you so much for being who you are and contributing here. Give yourself a round of applause: In the last six months you’ve produced: 2,243 topics. 4,444 replies. 5039 kudos given. 466 solutions accepted. 900 new community members.

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How the Smithsonian built a customer journey map from scratch - and what it teaches us

MyCustomer

Engagement Lessons from the Smithsonian's journey mapping.

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Strativity Touches Down in Australia with Pareto Fundraising JMA Course

Touchpoint Dashboard

Strativity’s Touchpoint Dashboard touched-down for a historic week “Down Under” in Australia this week. The Touchpoint Dashboard touch-down was recorded for posterity in this Australian recreation of the Beatles’ Abbey Road album cover, shot in picturesque Glebe, Sydney. Pareto Fundraising, a direct response fundraising agency that helps charities raise vital funds for providing services, […].

Course 28
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Three Simple Ways to Show Your Customers Some Love

Verint

This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. Have you thought about that before? If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter.

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Customer Advocacy: Creating the Means to Act

Brad Cleveland Blog

The foundation of customer advocacy is knowing your customers. What they need, expect and experience. But that knowledge won’t get you far without the means to act. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy. Creating the means to act from Customer Advocacy by Brad Cleveland.

Video 20
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Introducing the CCXP Exam Simulator

ijgolding

If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. In fact, anyone who comes in to contact with me via any means will almost certainly fail to avoid that fact! I make no apology for it – those of us who have chosen to dedicate our careers to enabling organisations to genuinely ‘operationalise’ CX, need and deserve to have their skills and capabilities re

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Customer Advocacy: Creating the Means to Act

Brad Cleveland Blog

The foundation of customer advocacy is knowing your customers. What they need, expect and experience. But that knowledge won’t get you far without the means to act. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy. Creating the means to act from Customer Advocacy by Brad Cleveland.

Video 20
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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Improving Every Patient’s Experience – CX Insights by Mr. John Punnoose, Independent Director and Mentor, Hospitals and Health Systems

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

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I Spent 29 Years Adopting Channels for Customer Service – Here is What I Learned

Esteban Kolsky

I figured I’d try a little bit of click-baiting, see how it works… Beyond the lame title, this is a good post. Another one in the “ I did an amazing webinar, and these are the questions I did not get to ” series. Number two, and am doing another one on Tuesday (tomorrow), so I will have more questions I do not get to – my content, it is that awesome (thanks, Jon).