Mon.Aug 19, 2019

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Creating a Customer-Centric Culture: Share Data with Purpose

CloudCherry

Photo by Austin Distel . Photo by Oleg Laptev . Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of. Today, this new job function is evidence of one of the most important competing factors in today’s business environment: customer centricity.

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Counter-Intuitive Leadership Tips

Andrew Mcfarland

Recently, I’ve been reflecting on how leaders act when faced with stressful situations. The natural reaction of a strong leader is to take charge, bounding from problem to problem offering expertise, opinions, and action items. Counter-intuitively, the exact opposite is.

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Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

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How Spark Aligned its Approach to Frontline Training, Recognition, and Rewards with Excellence in Customer Outcomes

InMoment XI

Creating a Measurable Training Initiative To drive a customer centric culture, Spark overhauled its approach to frontline training, recognition and rewards to align with excellence in customer outcomes. Launching a scalable, personalised development framework grounded in team sourced best practices has increased staff knowledge and engagement levels.

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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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Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

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Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

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Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.

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4 Lessons from AI Proof of Concept Failures in Customer Service

TechSee

Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots. For contact centers, key AI applications include workflow automation and agent decision support. What all these systems have in common is their reliance on accurate, actionable data and robust models.

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Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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5 Top Customer Service Articles for the Week of August 19, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Which is Your CX Priority: Satisfied Customers or Profit? by Mary Drumond. (LinkedIn) What should your ultimate goal be when designing your customers’ experiences?

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Patient Reviews: A Complete Guide for Healthcare Marketers

ReviewTrackers

Survey research shows that 66.3 percent of consumers view patient online reviews as influential when finding a new primary care physician. What’s more important, however, is that patients have a higher likelihood of leaving positive reviews on their provider in 2018 compared to 2017. This only further cements the fact that online reviews for doctors are more important than ever.

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Getting Started with Location Intelligence: Visitations

Gravy Analytics

When you know where people go in real life, you can learn a lot about their interests, lifestyles, and habits. Anonymous mobile location signals, when cleansed, aggregated, and enriched, give marketers new insight into consumer behavior. This data can be used to improve ad CTRs and ROI, for competitive intelligence, and to improve the customer experience.

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How Pulling Away for 3 Hours a Week Can Actually Make You More Productive

Myra Golden

Every week I set aside three uninterrupted hours to work on me. In this “Strategic Block,” a term coined in the book “12 Week Year,” I don’t allow emails, calls, or meetings, and no regular business tasks. I focus solely on personal or professional development. Pulling back from the hustle and grind to self-develop gives me energy and creativity to come back and own my week, and I promise you, this exercise will help you boss up, too.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Stop chasing revenue at any cost

InnerTrends

Chase your company’s revenue at all costs, and your clients won’t stick around. Help your customers thrive, and your income will be automatically guaranteed. The ultimate and bravest way to do business is to put your clients’ interest at the heart of your business. This is how you’ll get them to stick with you for the long term. Here’s my challenge for you.

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Patient Reviews: A Complete Guide for Healthcare Marketers

ReviewTrackers

Survey research shows that 66.3 percent of consumers view patient online reviews as influential when finding a new primary care physician. What’s more important, however, is that patients have a higher likelihood of leaving positive reviews on their provider in 2018 compared to 2017. This only further cements the fact that online reviews for doctors are more important than ever.

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Overcoming the Speed-Quality Tradeoff in Your Migration to Amazon Connect

Cyara

In my last blog post , I focused on how Cyara Accelerator helps companies accelerate their migration to Amazon Connect by automatically documenting existing IVR applications, and automatically generating call flows in Amazon Connect. By automating the process of generating a baseline IVR, brands can get their new system up and running much faster.

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5 Best Influencer Marketing Tactics to Amplify Your Brand’s Presence

NetBase

Influencer marketing tactics are not intuitive. There are many assumptions around what the right influencer can do for your brand, once s/he has been identified and hired to work for you. And the main assumption – that the lion’s share of the work is done once you’ve partnered with these folks – is pretty much the exact opposite of reality. A brand’s real work begins once they’ve partnered with an influencer, as it’s time to get to work.

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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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3 Drivers of Content Creation that Improve Your DX

Topdown

As you sharpen your focus on adopting new technologies with the promise of reaching more customers, the basic customer communications management (CCM) principles remain the same: the content you create as a business entity needs to speak directly and meaningfully to your customers.

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The Bank Executive’s Agenda: Differentiating Their Bank in a “Me-Too” Marketplace

Integrity Solutions

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. Part 1 in a new blog series. By Donna Horrigan. Leaders at top-performing banks know that being able to win new customers and retain profitable relationships is essential to growing market share and increasing shareholder value.

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Burning Questions: How Fast Are You Seeing Customers’ Experiences Change? [VIDEO]

Oracle

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to understand how fast technology is changing and how to keep up with the changing demands of customers. Hear what the CX leaders have to say about how fast they are seeing customers’ experiences change in our video interviews and read their quotes below.

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The C-Suite is just not that into you

MyCustomer

Download the eBook. Lead goal. 73. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

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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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GlowTouch, Provider of BPO Services, Certified as a Women’s Business Enterprise by WBENC

GlowTouch

GlowTouch, Provider of BPO Services, Certified as a Women’s Business Enterprise by WBENC. August 19, 2019 (Louisville, KY) – GlowTouch, a leading provider of contact center, business processing (BPO), and technology outsourcing solutions, has officially become certified by The Women’s Business Enterprise National Council (WBENC), a national advocacy organization for women entrepreneurs.

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Pieces of the Puzzle

Confirmit

There are a lot of pieces to the puzzle of delivering a world-class customer experience. The good news is that there are tried and true methods of working on this puzzle. Just as with any puzzle, there is a path to success - and a little guidance can be invaluable. Before I joined Confirmit as a CX Consultant, I was a practitioner at both small and large companies, working on B2B and B2C programs in a variety of industries.

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Securing the Future of High Street Retail

CSM Magazine

Week in, week out it seems we read about another retailer that has bitten the dust. High streets are becoming emptier – with 10% of shops empty, and even major stores like Debenhams, Marks and Spencer and House of Fraser closing locations, can UK high streets survive? eCommerce is often blamed for the downturn of the high street. Lower overheads mean that eCommerce retailers can provide lower prices for customers – and who hasn’t seen an item while shopping and then searched for a better price o

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Location data 101: A primer for marketers

Gravy Analytics

In our hyper-connected digital world, an omnichannel marketing approach helps brands bridge the gap between online and offline consumer behavior. But driving an effective multi-touchpoint strategy has its unique challenges – and oftentimes, our strategies are only as effective as what we know about our customers. In particular, customer location data has emerged over the last decade as a wealth of information for marketers, providing a digital footprint of where customers are spending time and h

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Integrate Amazon Lex Chatbot Into Website

kommunicate

Amazon Lex is a service by AWS for building conversational interfaces into any application using voice and text. Lex has quickly become popular among the chatbots enthusiasts. Notably, popular Amazon products such as Alexa are powered by the same technology as that of Amazon Lex. In this blog, I will help you to understand the [.]. The post Integrate Amazon Lex Chatbot Into Website appeared first on Kommunicate Blog.

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The Importance Of Defining Event ROI In The B2B Marketing Mix

Forrester's Customer Insights

“If a tree falls in a forest and no one is around to hear it, does it make a sound?” This question, first attributed to philosopher George Berkeley in 1710, raises questions about observation and perception.* Both are important to consider when assessing the value that physical events deliver. While you can attribute some ROI […].

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What Coaching Results Trends Say About Your Customer Service Team

Playvox

A solid coaching strategy helps your customer service team perform at its best — and that’s fundamental for any successful business.