InMoment XI
JULY 19, 2017
This is a snippet of an article originally published on CustomerThink. You can read the full article here. Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without. View Article.
Experience Matters
JULY 19, 2017
We just published a Temkin Group report, Renovating Your Voice of the Customer Program. Here’s the executive summary: Voice of the customer (VoC) programs are essential to any customer experience effort. In recent years, VoC efforts have continued to expand Read More.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
JULY 19, 2017
This is a snippet of an article originally published on CustomerThink. You can read the full article here. Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without.
AskNicely
JULY 19, 2017
What is it that holds the internet up? Once you get past Facebook and Twitter and sports results and your company’s website, what’s underneath? What’s down in the engine room, powering the whole thing? What’s down in the basement, supporting the entire structure? Cat videos. That’s right. Cat videos. Those cute, little, furry procrastination machines, larking about with balls of wool, tumbling about on carpets, or in barns, or in all manner of delightful surrounding
Advertisement
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.
Michelli Experience
JULY 19, 2017
The post {Infographic} Winning Customer Experiences – Simple Matter of Trust appeared first on Joseph Michelli.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 19, 2017
Taking care of your best customers is an age-old concept. It has lasted all these years because it works. Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8 billion memberships for loyalty programs.
ShepHyken
JULY 19, 2017
I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. My friend and one of the world’s authorities on trust, David Horsager was one of the amazing keynote speakers. He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system.
iPerceptions
JULY 19, 2017
Nowadays, a well-executed Customer Experience (CX) program is becoming a must for companies looking to get a step up on their competitors. But what does it take to be able to launch, manage and optimize a CX program?
Avaya
JULY 19, 2017
Recently I spent three days in New York City, and they were easily the best three days of my career. I talked with Avaya customers and partners about what’s happening in Avaya Solutions now. The excitement and brainstorming I witnessed as audiences learned about Avaya was rewarding and validated why I love my job. #IAmAvaya. It all started on a Wednesday at Avaya’s east coast headquarters at 2 Penn Plaza, where I was scheduled to help with a customer meeting in the Executive Briefing Center.
Advertisement
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.
Influitive
JULY 19, 2017
This is the eighth post in a series about launching a customer advocacy program. The latest post in the series described how to determine which facet of your program to focus on: reach or relationship. Because advocacy managers are so focused on day-day activities, we are prone to tunnel-vision. Sure, we set aside time to.
Eptica
JULY 19, 2017
Date: Wednesday, July 19, 2017 Customer service expectations – comparing Asia and the West. Published on: July 19, 2017. Author: Vincent Giraud Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. However, there are still significant differences between what consumers demand in different regions and cultures.
Team HGS
JULY 19, 2017
Using Voice of the Customer Analytics for Change: Your Questions, Answered. At our July 12 webinar, Using Voice of the Customer Analytics for Change, HGS SVP of Solutions and Capabilities Parikshit Kalra (PK) enlightened our attendees on how to transition analytics—from reactive data and tactical operations management to proactive data and strategic management.
West Monroe
JULY 19, 2017
The hype surrounding robotic process automation (RPA) continues to grow. It has many people imagining robots along an assembly line, packaging product to be delivered by drones in a matter of minutes. But the reality is that robotic process automation is the next technology automation tool designed to drive better operational efficiency, improve customer experience, and increase employee value.
Advertisement
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,
CSM Magazine
JULY 19, 2017
$4 trillion. That’s the projected global online retail sales by 2020, and double the projected global online retail sales for 2017. Those are huge amounts of money in absolute terms as well as a large relative increase. What’s also riding this growing trend is fraud-related loss, including chargebacks. Chargebacks are charges debited against a vendor’s account, after a customer disputes a charge on their credit card bill and their credit card issuer finds in their favor.
Clicktools
JULY 19, 2017
We’re really excited to announce that SAP CEO Bill McDermott will deliver the keynote speech at C3 2017. He’s not only the leader of the world’s largest business software company, but also a living example of what can happen when a person set his sights on achievement from an exceedingly young age. Through relentless hard work, killer street smarts, and a natural knack for sales, he became one of the world’s most well-known business figures.
Happy or Not
JULY 19, 2017
The US healthcare delivery system is going through a major transition from a volume-based enterprise to one that measures value, quality, and patient satisfaction. With this shift, healthcare providers must focus on quality measures, continuous quality improvement, and the financial rewards for their improvement efforts. So why is improving patient satisfaction important?
Confirmit
JULY 19, 2017
AIG is a leading international insurance organization serving customers in more than 100 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. As part of their goal to institutionalize a focus on the end customer b AIG wanted to build a Voice of the Customer program that would identidy service improvement opportuntiiues and provide customer intelligence to support
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.
Verint
JULY 19, 2017
In our last knowledge management (KM) blog , we discussed how critical it is to link your KM capabilities and activities to outcomes. Building this connection serves as the foundation to establishing a ‘value-driven’ KM program. Our customers often have a clear vision for KM and a good sense of the value KM will help them realize. However, bridging the gap between vision and value can feel like an overwhelming task—the missing link is KM strategy.
Brad Cleveland Blog
JULY 19, 2017
A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation … Continue reading → The post Don’t Forget the Oboes appeared first on Brad Cleveland.
Confirmit
JULY 19, 2017
It’s always good to hear about the other stories from other companies out there in the world of customer engagement and customer experience. It’s a great reminder of the hard work and enthusiasm there is out there. At the same time, the range of ideas being employed shows a genuine diversity of experience and viewpoints at work in this space.
Brad Cleveland Blog
JULY 19, 2017
A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation between overall service level and customer satisfaction results.
Advertisement
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.
Brad Cleveland Blog
JULY 19, 2017
A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation between overall service level and customer satisfaction results.
Expert insights. Personalized for you.
200 
Let's personalize your content