Optimove
NOVEMBER 29, 2018
Sometimes our perception of our business is completely different from how we are perceived by others. According to Capgemini, 75% of businesses believe they are customer-centric, whereas only 30% of consumers agree this is the case. This huge gap proves that many companies focus on changing the reflection in the mirror, when the problem lies with the face.
Truthlab
NOVEMBER 29, 2018
When analyzing your survey, there are nearly infinite ways to look at your data. It may be helpful to think about different types of data in terms of how they can be measured to determine central tendencies of each. Measures of central tendency (mode, median and mean) attempt to describe a group of data with a […] The post Analyzing Survey Data: Median Measurement appeared first on truthlab.
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Beyond Philosophy
NOVEMBER 29, 2018
I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation. We have stores where we can purchase things, and then we have their online channels where we are buying things also.
Experience Matters
NOVEMBER 29, 2018
What motivates employees? This may seem like a difficult question to answer, but it’s not hard at all. There’s one overwhelming answer: Making a positive difference. In our latest consumer benchmark study, we asked more than 5,000 full-time U.S. employees to select which of eight job characteristics they felt was the most important. Here’s what […].
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
InMoment XI
NOVEMBER 29, 2018
A few weeks ago we had our CXForum in London. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer. Our presentation focused on the CX trends we have identified and what. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Thematic
NOVEMBER 29, 2018
Do you gather vast amounts of customer feedback but don’t quite know how to get actionable, meaningful insights from it? You know the ones, insights that would help to influence your customer experience and overall business strategy. If you keep analyzing your feedback but not knowing how to action it, this post is for you. Getting not only actionable, but meaningful, insights is key, as you can gather plenty of insights but unless you can action them accordingly, they will be meaningless.
One Millimeter Mindset
NOVEMBER 29, 2018
Can we talk? Your employees are confused about their customer retention roles. And if your employees are confused, think about how their confusion translates. Into customer experiences, customer success and customer retention. First, ponder whether your hiring processes focus on hiring employees to fulfill customer retention roles. . You have an A, B and then Z model.
UJET
NOVEMBER 29, 2018
You have your FAQs written, your chat platform up and running, and your customer service team trained and ready to go.
NetBase
NOVEMBER 29, 2018
NetBase customers have continuous support when Instagram discontinues the old API on December 11 th. What makes social analytics such an exciting business is how quickly it evolves as brands, users, and the social platforms themselves discover new ways of using it. And with updates always on the horizon, NetBase only announces upcoming platform changes once they are confirmed and publicly announced by our data partners, as dates and terms often change.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Topdown
NOVEMBER 29, 2018
For the past few years, we here at Topdown have been focusing on ways to improve your organization’s customer experience (CX). We’ve heard time and again from the analysts with whom we engage that most companies are struggling to create a viable CX strategy and need help choosing metrics to measure the business outcomes. To help you get started down this path, we created a special-edition eBook as a thought-starter to create strategies for identifying key business indicator (KPI) metrics that he
MyCustomer
NOVEMBER 29, 2018
30th Nov 2018. How financial services firms are redesigning CX - and what we can learn from them. The third annual Customer Experience for Financial Services Conference Europe shared some important insights about how FS leaders are. By. Paul Laughlin. Managing Director.
Oracle
NOVEMBER 29, 2018
Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. Have you ever had that automated experience where you explain the problem then get transferred to someone else and have the joy of repeating the same problem? In episode 36 of Experience This! , a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss explain the benefits that direct messaging and automation will play in the future of customer service.
Playvox
NOVEMBER 29, 2018
You’ve chosen to start a quality assurance program in your call center. You want to boost your customer service, enhance your agents’ performance and establish a stronger workforce right across the board.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Magellan Solutions
NOVEMBER 29, 2018
If there is a partnership that can hugely benefit banks, partnering with a customer service call center is one of the best decisions that can allow them to receive a higher return on investment. What the numbers say. Clarabridge, an American software company, surveyed 2,400 consumers (with ages ranging from 18 to 50) in the United States about their bank experiences and found out that 67 percent of bank customers placed a customer service call to their bank.
Forrester's Customer Insights
NOVEMBER 29, 2018
How will the “whats” of insurance — underwriting, claims, and compliance — translate into new “hows” in 2019? Watch the video below for more information on what’s driving changes in insurance business strategy and the tech that enables it. Do you need more help? Forrester clients can set up an inquiry with us.
Strativity
NOVEMBER 29, 2018
In this season of giving thanks, Strativity Group would like to extend a warm and sincere message of gratitude to all of our colleagues and clients for their part in helping us achieve recognition from two leading independent firms. For the fourth year in a row, Strativity has the distinct privilege of being named one of Consulting Magazine’s Fastest Growing Firms.
Forrester's Customer Insights
NOVEMBER 29, 2018
AWS just announced Amazon SageMaker Ground Truth to help companies create training data sets for machine learning. This is a powerful new service for folks who have access to lots of data that hasn’t been consistently annotated. In the past, humans would have to label a massive corpus of images or frames within video to […].
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
inmoment
NOVEMBER 29, 2018
Data is the new currency. But without trust, brands can’t cash in on it, and it may actually cost them. Since consumers have more power over their data than ever, it’s up to brands to explicitly state the value they’ll deliver in exchange for it — and then consistently keep their promises. Consumers expect brands to use personal data to create more individualized and relevant experiences, but thanks to a plethora of example of terrible execution, they are growing wary of sharing it.
Prophet
NOVEMBER 29, 2018
When it comes to consumer products, marketers frequently take pragmatic promises for granted. Doesn’t it go without saying that detergents clean clothes and paper towels soak up spills? This year’s Prophet Brand Relevance Index shows that kind of thinking is hurting some of the world’s biggest companies. For today’s consumers, practical benefits still matter. […].
Myra Golden
NOVEMBER 29, 2018
Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
InMoment XI
NOVEMBER 29, 2018
A few weeks ago we had our CXForum in London. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer. Our presentation focused on the CX trends we have identified and what. View Article.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Rant And Rave
NOVEMBER 29, 2018
Ah, the joys of travelling home for Christmas. Bags loaded up with gifts. The warm glow of twinkling lights in the distance. The merry camaraderie and spontaneous carol-singing on the train….
Forrester's Customer Insights
NOVEMBER 29, 2018
Southeast Asia (including Indonesia, Singapore, Malaysia, Thailand, the Philippines, and Vietnam) is home to 574 million people. Of these, 272 million (47%) are online and 144 million will make purchases online in 2018, making the region a magnet for investment by online retailers and venture capital firms. We expect B2C online retail in Southeast Asia […].
MyCustomer
NOVEMBER 29, 2018
Watch this webinar.
Forrester's Customer Insights
NOVEMBER 29, 2018
“The State Of Retail Payments — Outlook For 2019” is a biennial study by the National Retail Federation (NRF) and Forrester that profiles US enterprise retailers’ views and decisions about payments. It outlines key priorities and challenges for digital business professionals and payment decision makers. The role of emerging digital payments and how merchants are investing […].
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Alliance by IFS
NOVEMBER 29, 2018
Register for Astea’s upcoming webinar called “A Practical Approach to IoT in Field Service” featuring Astea’s Director of Technology, Michael Glaser. Thursday, December 13, 2018. 11:00 a.m. ET. Presented by Astea International. Register Now. Implementing IoT, accessing the data amidst security concerns, and proving its ROI, is very challenging for most service organizations.
Pointillist
NOVEMBER 29, 2018
By Swati Sahai. The Net Promoter Score® is a widely used metric for measuring customer experience that has gained in popularity in recent years. But it has also come under criticism, as it provides limited information on how to improve customer experience or even the factors that influence it. Customer journey analytics can solve this mystery by calculating and analyzing NPS within the context of millions of unique customer journeys to reveal the customer behaviors that most impact your Net Prom
ReviewTrackers
NOVEMBER 29, 2018
Why Track Yelp Reviews? Depending on what they say, Yelp reviews about your business can bring customers in or scare them away. According to Nielsen : 74 percent of the consumers searching online for a local business turn to review sites like Yelp. Review sites also drive higher conversion than search engines and social networks. Moreover, 92 percent of consumers make a purchase after visiting Yelp at least sometimes, frequently or almost always.
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