Maru/HUB
JUNE 25, 2018
According to new research from Accenture, UK companies that fail to maintain customer relevance could forfeit over £100 billion in coming years due to new innovative and agile rivals leveraging smart technologies. The study surveyed over 1,000 C-level executives from companies across the globe to examine how leading organisations are achieving sustainable growth.
ReviewTrackers
JUNE 25, 2018
This article was written by Kristen Herhold. Kristen is a writer for The Manifest and focuses on social media, digital marketing, and advertising business trends. . Ninety-two percent of small businesses plan to invest more in social media this year, and Facebook’s recent Cambridge Analytica scandal isn’t slowing them down. Social media helps businesses reach consumers, who can in turn learn more about a company.
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Oracle
JUNE 25, 2018
SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. We met with Pamela Jacob , Manager, Social Impact, Oracle NetSuite who shared with us the organization’s mission to empower non-profits with leading technology, and some of the ways in which non-profits can grow through efficient use of tech.
Steve DiGioia
JUNE 25, 2018
…and 7 steps we can take to get there too! This original article was written by Steve DiGioia. The West Japan Railway Company has issued an official apology after one of its express trains left the platform at Notogawa station in central Japan 25 seconds early. Yes, you read that correctly; 25 seconds early. The commuter train left at 7:11:35 a.m., instead of the scheduled 7:12 a.m., on May 11, 2018.
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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.
Myra Golden
JUNE 25, 2018
Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers. To consistency deliver the best possible customer interactions, you need to hire for emotional intelligence —hiring people with empathy, friendliness, and connection, and then train those peop
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Truthlab
JUNE 25, 2018
Reading Time: 3 minutes A/B tests should be used to answer small questions about design and user experience, but should also be conducted on a continual basis, so that you can help illuminate the bigger picture and reflect the evolution of external factors (such as culture and technology).The goal of UX design is to create the conditions in which […].
Feedb
JUNE 25, 2018
We are happy to announce the launch of a section we have been working on for a while. The new “Automations” section is designed to help you grow your business sending one-on-one personalized email and SMS messages when certain triggers occur. An automation consists of 2 elements: a trigger and an action and each trigger and action have specific options.
Think Customers
JUNE 25, 2018
Smart retailers know that consumers expect omnichannel experiences. Even smarter retailers understand that the omnichannel goal posts continue to move. Retailers must balance business objectives with the flexibility to adapt to new customer expectations and industry trends. Here are the key trends that define omnichannel experiences today and in the near future.
Feedb
JUNE 25, 2018
We are happy to announce the launch of a section we have been working on for a while. The new “Automations” section is designed to help you grow your business sending one-on-one personalized email and SMS messages when certain triggers occur. An automation consists of 2 elements: a trigger and an action and each trigger and action have specific options.
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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.
Rant And Rave
JUNE 25, 2018
With consumer expectations continuing to rise, businesses have never been more focused on the experiences they're delivering.
One Millimeter Mindset
JUNE 25, 2018
Your customers do not care whether you make your quarterly numbers or fulfill your organization’s KPIs. They have their hands full with their own workplace issues, KPIs and deliverables. Why should they care about you, and your issues? It just could be that your professional urgency conflicts with your clients’. And besides, your customers do not care about creating tremendous customer experiences… for you.
Happy or Not
JUNE 25, 2018
It may be hard to believe, but last week was the 20th anniversary of the pet friendly workplace. Way back in 1999, Pet Sitters International (PSI) established Take Your Dog To Work Day and what began as a quirky event that only a few organizations embraced is now a big annual event that has been growing in acceptance […]. The post Want Better Engagement and Morale?
Confirmit
JUNE 25, 2018
Tip 1: With 61% adults worldwide carrying at least one mobile device, mobile is no longer an option in market research. Mobile is not only a matter of respondent convenience, it is a disruptive industry force. Advancements in mobile technology have created tremendous opportunities for gathering in-the-moment feedback. Mobile surveys triggered based on a respondent’s location improve the speed and accuracy of your research while opening the door to new opportunities such as developing a dee
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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,
SurveyGizmo
JUNE 25, 2018
Effective patient experiences start and end with data. Companies, including healthcare facilities of all shapes and sizes, are competing more and more on the experience they offer. In fact, by 2020, Gartner has forecasted that 88 percent of companies will be competing on the basis of experience. Highlights: In order to be successful in the healthcare industry shift from volume to value, healthcare facilities need to focus on crafting and sustaining an experience in addition to their products and
Feedb
JUNE 25, 2018
We are happy to announce the launch of a section we have been working on for a while. The new “Automations” section is designed to help you grow your business sending one-on-one personalized email and SMS messages when certain triggers occur. An automation consists of 2 elements: a trigger and an action and each trigger and action have specific options.
Stella Connect
JUNE 25, 2018
First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. Your FCR rate is the pulse rate of your organization. When it’s high, operating costs are minimized and customers are happier. When it’s low, your team is wasting valuable energy and resources on processes that aren’t working.
Confirmit
JUNE 25, 2018
Inflexible research solutions that cannot scale according to the needs of your business waste time and money, costing research firms millions in hard dollars and opportunity costs. As you review technology providers, you may initially think you can save money choosing the “lowest cost” provider. In the long run, however, choosing a provider based on price alone is one of the biggest and most costly mistakes a company can make.
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.
Stella Connect
JUNE 25, 2018
First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. Your FCR rate is the pulse rate of your organization. When it’s high, operating costs are minimized and customers are happier. When it’s low, your team is wasting valuable energy and resources on processes that aren’t working.
Forrester's Customer Insights
JUNE 25, 2018
The rumors were swirling during the Cannes Lions Festival last week, though I don’t think I expected it to happen so fast. But it did. Yes, AT&T has acquired adtech company AppNexus, in news confirmed today. Here are the headlines, from my point of view: AT&T + Time Warner = plugs and pipes meet content. […].
ijgolding
JUNE 25, 2018
Since I published my new book at the end of April , I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! In fact, so much is happening in industries around the world, I and other CX commentators have been spoilt for choice.
Forrester's Customer Insights
JUNE 25, 2018
Disruption is Bringing Much Needed Innovation to Healthcare Disruption is not new to healthcare, but the entrance of established brands from other industries signals a level of disruption that hasn’t been seen before. Healthcare Organizations take note, innovate now or become irrelevant tomorrow. We are in an environment where consumers have more choice.
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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.
Chattermill
JUNE 25, 2018
How Amazon is taking over the world by focusing on Customer Experience above all else. by Mikhail Dubov on 26 Jun 2018. customer experience. Amazon. business. Why CX will win the day and how Amazon is getting it done. amazon. A recent headline tells just how big Amazon has gotten: “Amazon Is Worth More Than Walmart, Costco, and Target Combined". If you are not based in the US, you can easily substitute the brands above with the top 4 retailers in your country and it will probably still work.
Forrester's Customer Insights
JUNE 25, 2018
In the halcyon days of my sysadmin youth, my team was asked to perform entitlement reviews on sensitive systems. When we were asked to determine who should have access to what, my director responded in a way I would never forget: “That’s not my job.” It sounds snarky, but he was correct. It wasn’t our […].
SurveyGizmo
JUNE 25, 2018
The long and short of it: In healthcare, patient experience is the biggest contributor to the bottom line. Highlights: The healthcare industry has shifted from a volume-based industry to a value-based industry. As healthcare costs skyrocket and health outcomes plummet, the industry has made a concerted effort to cut costs and improve the delivery and quality of care provided.
Forrester's Customer Insights
JUNE 25, 2018
I’m excited for clients to attend Forrester’s New Tech and Innovation Forum, July 18-19 in Boston, MA. This year’s theme is Putting It All Together: The Power of Exponential Tech. At the leading edge, innovative companies are finding the really explosive potential lies not in any one technology alone, but in the combination of two or more to […].
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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?
Survicate
JUNE 25, 2018
30+ employees. Survicate customer since: January 2018. Survicate features used: Intercom Integration. NPS ® email surveys. See all Survicate features. With over 530 000 users worldwide and is featured in the top 3 of fastest growing Slack apps of 2018, Droplr still manages to listen carefully to their users. Using Survicate Intercom integration Droplr collects valuable user feedback and puts the business on a new trajectory.
LiveChat
JUNE 25, 2018
Customer experience has evolved into a strong differentiator among businesses of all kinds and functions of today’s age. Going by a research conducted by the Walker Information , customer experience will overshadow price and product as the primary brand differentiator by the year 2020. There’s no doubt about it – delightful customer experiences are what brings them back, time and time again.
Grade.us
JUNE 25, 2018
Can I trust you? It's the question your customers want an answer to. It's also why customers turn to online reviews from a trustworthy, unbiased third-party source. Fake reviews are the problem. Customers can’t always trust marketers to deliver on their promises. Research shows entrepreneurs, marketers and sales people are viewed as the least trustworthy.
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