Strikedeck

APRIL 2, 2019

Customer Experience 63

Customer Experience Customers 63

CXApp

APRIL 2, 2019

Mobile is A Reliable and More Direct Channel for Communicating with Audiences While Merging Digital and Physical Experiences.

Company 40

Company Communication Leadership 40

Kitewheel

APRIL 2, 2019

Between cyber attacks and data breaches, customers have more privacy concerns than ever and are more cautious with their data Despite that, customers want us to use their data to deliver better experiences. These two ideas seem to be in conflict. How can we resolve what appears to be a paradox between privacy concerns and demands for personalization?

Consumers 40

Consumers Customer Journeys Data Groups 40

Kristina Evey

APRIL 2, 2019

Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read More Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights. The post Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights appeared first on Kristina Evey.

Customer Experience 244

Customer Experience Customers Employee Experience Customer Experience Management 244

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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.

Customers

InMoment XI

APRIL 2, 2019

Bringing Insight to Life: Enhancing CX with Video In 1981, MTV changed the music industry forever by offering a new perspective with music videos. In this day and age, video is continuing to revolutionize, only this time with CX programs; by offering a new perspective on how organizations see, hear, and respond to their customers. View Article.

Video 200

Video Customer Insights Customers Industry 200

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

NICE inContact

APRIL 2, 2019

We’ve come a long way since the days when phone service was delivered over a simple cable with four copper wires. This older technology is often referred to as POTS, which stands for “plain old telephone service”. Today, internet phone service is rapidly becoming the most common form of telephony. Internet phone service uses a technology called voice over IP, or VoIP , which takes spoken conversation and converts it into a series of digital “packets”.

Technology 136

Technology Connections System Company 136

ShepHyken

APRIL 2, 2019

Getting Service Right with Guest Jeff Toister. Taking Care of Your Employees So They Take Care of Customers. Shep Hyken interviews Jeff Toister. They discuss his book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service , and Jeff offers immediately applicable advice on how to improve your customer service. In Shep’s Opening Monologue… He discusses the importance of caring for your employees so they can better care for your customers.

Customer Service 127

Customer Service Training Video Course 127

Totango

APRIL 2, 2019

From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship?

Customer Journeys 105

Customer Journeys Effort Score How To Customer Success 105

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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.

Communication

datastax

APRIL 2, 2019

How do you know it’s time to upgrade your database technology? When your fans can ‘ t buy tickets to your latest blockbuster movie , for example—as recently happened with Avengers fans trying to buy tickets on Fandango and other sites—or buy the latest smartphone, or re-book a flight that got cancelled, or one of the many other ‘I have to have it NOW’ things that millions and millions of consumers do every day.

Technology 101

Technology Net Promoter Score eBook NPS 101

ReviewTrackers

APRIL 2, 2019

Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. It’s also the most fragile one. After all, reputation is the key to building public and consumer trust. A great reputation can set a bank apart from its competitors. Negative reputation, meanwhile, can drive away potential clients and increase customer churn.

Banking 90

Banking Management Social Media Financial 90

Alliance by IFS

APRIL 2, 2019

Giving good service is no longer enough. Consumers also demand a fulfilling experience. This reality defines today’s experience economy. To remain competitive, field service businesses must extend their value offering by delivering reliable service and delighting customers. Participants at the upcoming Field Service Summit in Coventry, England will explore the experience economy.

Software 88

Software Management Self Service Call Center 88

NetBase

APRIL 2, 2019

. Understanding the emotions motivating consumer behavior is never easy, and consumers posting online about every bit of their experience with your brand compounds the problem. With sarcasm, imagery and emojis thrown into the mix, brands struggle to gather accurate insight to inform strategy. Our 2019 Social Analytics and Artificial Intelligence Report deconstructs the struggle and offers insight to help!

Analytics 90

Analytics Report Social Media Consumers 90

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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,

Tips

Myra Golden

APRIL 2, 2019

Your communication ability, leadership strengths, ambition, and people skills got you this promotion. Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time. You can’t lead your company in delivering exceptional customer experiences if you don’t get first the people management down.

Leadership 79

Leadership Feedback Training Management 79

Customercount

APRIL 2, 2019

Encouraging customer feedback is like being faced with the question (or one like it): “Does my butt look big in this?” The questioner wants to know the truth, but they’re dreading the reply. The same goes with asking your customers … Continue reading → The post 11 ways to encourage customer feedback appeared first on CustomerCount.

Feedback 74

Feedback Customers Survey 74

Centercode

APRIL 2, 2019

Test strategy is critical to the success of any testing effort – but where do you start? How does your strategy conform to different development methodologies? What should you tackle in-house, and what should you outsource? How you involve real users in beta testing? In our interview with Adam Satterfield , director of Testing and Quality at Anthem, we dive deeper into these questions and the importance of test strategy on the whole.

Strategy 74

Strategy Healthcare Conference Software 74

datastax

APRIL 2, 2019

Enterprises are increasingly flocking to open source technology because of its accessibility, theoretical cost-effectiveness, and ability to attract top talent. According to the 2018 Open Source Program Management Survey , 53% of companies say their organization has an open source software program or plan to establish one within the next year, and according to the 2016 Global Developer Report , 98% of developers use open source tools—even when they’re not supposed to.

eBook 64

eBook Software Government Resources 64

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.

Retail

North Highland

APRIL 2, 2019

A few weeks ago, I joined fellow industry leaders at the Healthcare IT Connect Summit in Baltimore for a compelling dialogue around the future of health IT. The clear message coming from the Centers for Medicare and Medicaid Services (CMS) at this year’s summit illuminated a renewed focus on data and its role in driving outcomes. As states begin to transform their Medicaid systems in response to the modularity imperative , having a thorough understanding of CMS expectations tied to these interre

Healthcare 60

Healthcare Connections Data Policies 60

Quadient

APRIL 2, 2019

Now that you've read our new eBook "Top 12 Customer Communications Trends to Watch in 2019 and Beyond", what things should your organization consider to adequately prepare for what's to come?

Communication 45

Communication eBook Trends Customers 45

McorpCX

APRIL 2, 2019

When we look at customer experience leaders today , it’s unsurprising there are a number of things they have in common. When looked at from a macro level, we see that many of the individual strategies and tactics that these leaders deploy roll up to three high-level areas of strategic focus.

Customer Experience 45

Customer Experience Strategy Customers Analytics 45

The DiJulius Group

APRIL 2, 2019

This guest article is brought to you by Christine Cashen, emcee of the 2019 Customer Service Revolution. Whenever I text “On my way,” it somehow becomes, “In my way.” Interesting. Could be the proximity of the O and I on the keypad. My giant thumbs, perhaps? Or, could it be a sign? How many of us are in our own. Read Full Article. The post Get Off Your Assets appeared first on The DiJulius Group.

Groups 40

Groups Customer Service Conference Training 40

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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.

Training

Forrester's Customer Insights

APRIL 2, 2019

In recent years, a wave of so-called digitally native direct-to-consumer (DTC) startups have burst onto the scene and have grown in popularity. Consumers are increasingly purchasing products and services such as mattresses, shoes, razors, and groceries from the over 400 DTC firms now in operation. Forrester forecasts that online spend by DTC enthusiasts will grow […].

Consumers 52

Consumers Brands Social Media Retail 52

Chattermill

APRIL 2, 2019

Introducing the Premier League CX Table - Which Club Takes Home the Bragging Rights? by Sam Frampton. on 3 Apr 2019. Customer Experience. Find out which Premier League club offers the best Customer Experience for their fans. In the article, you'll find how we used AI and Sentiment Analysis to find out which team comes out on top. The Premier League.

Sports 40

Sports Metrics Entertainment Feedback 40

Optimove

APRIL 2, 2019

Consultants have the expertise, but clients know their business. “The clients can help to add business sense and insights that make the model more accurate.” said Yohai Sabag, Chief Data Scientist at Optimove. “But, we have our best practice in choosing the right model, so usually we guide them which model to pick.”. The post How Marketing Models Should Stack Up appeared first on Optimove.

Marketing 40

Marketing Consulting Data 40

CSM Magazine

APRIL 2, 2019

Huawei is recruiting Customer Experience Officers in key markets to help drive its customer-first approach. Huawei, the global technology company, has launched its Customer Experience Officer recruitment campaign across Western Europe, as it looks to continue to invest in its commitment to a customer-first approach. Huawei has been at the receiving end of incredible growth in WEU, with over 200 million smartphones shipments globally and it has become increasingly important to deliver the best cu

Customer Experience 40

Customer Experience Groups Customers Customer Journeys 40

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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?

Customer Experience

Forrester's Customer Insights

APRIL 2, 2019

This week, we launch a completely new tool to get you from where you are to where you want to go. The tool is called Forrester Future Fitness. It’s an atypical tool for Forrester, but desperate times call for desperate measures. Or maybe, transformative times call for transformative measures. Note: Want to read the in-depth, […].

Measurement 45

Measurement Tools Customers 45

Playvox

APRIL 2, 2019

Every business has to develop effective customer-service strategies to maximize performance, drive improvements and achieve ongoing success.

Measurement 40

Measurement Customer Service Strategies Strategy Customer Service 40

Forrester's Customer Insights

APRIL 2, 2019

Architects can choose, and do, a primary cloud service provider and/or Hadoop system to house their data. Moving, transforming, cataloging and governing data is a different story. So, architects come to me after throwing up their arms searching for solutions to tame the information fabric thinking they must be missing something. “Isn’t there a single […].

Data 44

Data Government Management System 44