Thu.Jul 28, 2016

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The Gap in Perception – German Automotive Industry 2016

InMoment XI

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, View Article.

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Modernize Leadership: Engage and Empower

Experience Matters

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership.

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The Gap in Perception – German Automotive Industry 2016

InMoment XI

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit.

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The rise and fall of big data hype—and what it means for customer intelligence

Alida

The following is an excerpt from the e-book Big Data and Beyond. To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data.

Data 140
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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.

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The Gap in Perception – German Automotive Industry 2016

InMoment XI

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, the association of leading communication agencies.

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When Content is Just for Marketing, Everyone’s Missing Out!

Experience Investigators by 360Connext

So content is king, right? Or is it context? What about the once and future king, conversion?? Content continues to be a driver for smart companies who want to attract the right prospects, market to those who want to buy and eventually convert those prospects to sales! Yee haw. Inbound sales and content marketing are […]. The post When Content is Just for Marketing, Everyone’s Missing Out!

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[Interview] Improve Your Customer Service Training with This Expert Advice

Comm100

A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI. But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training

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Let's Talk Customer Experience!

CX Journey

Image courtesy of Shep Hyken What happens when Shep Hyken invites me to talk about customer experience? Amazing things happen! Shep and I could talk customer experience all day. If you don't know who Shep Hyken is, you've been living under a rock for quite some time now! Shep is, undoubtedly, the #1 thought leader and influencer when it comes to customer service.

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Mobile is messy, but that’s no excuse

OpinionLab

The first commercial mobile phone came to market in 1983. It was the Motorola DynaTac, the “brick” made famous by Gordon Gecko in the movie Wall Street, and it cost you a cool $3995.00. It wasn’t smart at all. And, it was the only game in town. 33 years later and times have changed. Today, you can choose from hundreds of smartphones and tablets from dozens of manufacturers.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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4 Situations that Make Callers Angry in the Call Center

Talkdesk

Even the most well-run, customer-centric contact centers deal with angry callers every day. In some ways, this is just the nature of call centers. Customers who reach out for phone support are invariably looking for immediate assistance with a problem directly related to your company’s product or service. One very natural reaction to having a problem is anger.

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5 Ways B2B Companies Can Accelerate Growth

Waypoint Group

As the leader of a B2B company, you want to see your growth indicators going off the charts. You’re always looking for a way to do more, better, with less. The question is, “How?” Especially for B2B firms, the answer is both surprising and potentially disappointing: It’s all about how well you collect and act upon feedback – from the right people – within your […].

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5 Advantages of Call Center Voicemail Transcription

Talkdesk

Voicemail is an essential call center feature for a variety of reasons. Providing callers with the option to leave a voicemail can reduce call queues, ease call volume stress for agents and direct callers to a solution after the maximum wait time or queue size has been reached. For these reasons, voicemail is a standard feature in most call center software solutions.

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Myra Golden’s Customer Service eLearning Training

Myra Golden

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. Delivered in short engaging modules that you pick and choose from, this is a great professional development platform to set new hires up for success and it’s a great skill primer for employees needing a warmer and friendlier touch in interactions.

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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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Does Tech Have a Positive Impact on Business Communication?

CSM Magazine

Technology sometimes gets a bad reputation, especially in the business world. “My email inbox is too full!” complain many employees, with some companies believing it’s so damaging for efficiency and morale that internal emails are totally banned. But, is technology the monster it’s made out to be, or does it actually have a positive impact on business communication?

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Top Five Obstacles to Customer Centricity #3 Numbers Focus

Peter Lavers

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the 3rd most agreed with statement is : “My company has too much of a “numbers focus” on prod

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You’re Not An Insights Driven Business - And It Really Hurts

Forrester's Customer Insights

In Forrester's new report, The Insights-Driven Business , my colleague's Ted Schadler, Brian Hopkins and I have identified a predator: the insights-driven business. These businesses are vigorously applying insights to decisions and customer engagements at every opportunity. Their leaders really have a fundamental and emotional understanding of the value of insights to driving their business today - and for developing its future.

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How JetBlue Uses Conjoint Analysis to Understand Customer Preferences [Webinar]

Qualtrics

Finding out what your customers are feeling is pivotal for knowing what decisions to make. Maya Angelou said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”. This holds true in business. JetBlue has used conjoint analysis and maxdiff to understand how their customers are feeling and has used that information to build a world-class customer experience program.

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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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An Ounce of Prevention, a Pound of CSAT

Customer Interactions

Robert Zoch, Marketing, NICE Co-authored by ​Yogev Krife.

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Perspective on First-Contact Resolution

Brad Cleveland Blog

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.

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Your Customer Experience Should Become Channel-Agnostic

CSM Magazine

The boundaries between digital and physical are now increasingly blurring, especially in B2C with its intense pace and volume of customer interactions that spill over multiple channels. As a large portion of these B2C interactions happen in the absence of a sales representative as such, customers’ independent experience with brands becomes everything.

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Perspective on First-Contact Resolution

Brad Cleveland Blog

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!