IntouchInsight

JUNE 19, 2019

In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience.

Customer Experience 220

Customer Experience Conference Customers Brands 220

Qualtrics

JUNE 19, 2019

In 2019, it’s imperative that you provide excellent service to your customers. With a wealth of competition, companies that don’t compete on customer experience will lose customers to those that are continually delighting and providing a high quality of service. However, even companies that understand the need to provide exemplary experiences have a hard time measuring their service quality.

Measurement 45

Measurement How To Automotive Effort Score 45

CSM Practice

JUNE 19, 2019

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. However, as startups grow into larger companies with more customers, the white-glove service becomes unsustainable, posing the challenge of maintaining optimum customer experience while scaling the customer success team.

Training 40

Training Customer Success Video Customers 40

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. But are all channels equally effective at delivering a high-quality experience? And do companies understand consumer perceptions about their actual experiences?

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

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Customers

ShepHyken

JUNE 19, 2019

It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s easy to switch companies, they are quick to switch when the experience is less than convenient. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time.

Self Service 131

Self Service Customer Service Conference Customer Service Training 131

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation. Mark spoke on multiple topics, but […].

Metrics 98

Metrics Customer Journeys Customer Focused Management 98

Alliance by IFS

JUNE 19, 2019

Astea Partners with YASH Technologies to Help Service Providers Derive Maximum Value from the Alliance Enterprise™ Solution. YASH will help drive the implementation and adoption of Astea’s best-of-breed field service management solution. HORSHAM, PA (June 19, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , is proud to announce the addition of YASH Technologies to its solution implementation partner network.

Technology 91

Technology Customer Centricity Innovation Consulting 91

Wootric CX Blog

JUNE 19, 2019

As a customer, how many times have you waited to get in touch with a customer support agent on the phone, listening to a monotonous tune or promotions on loop, only to get frustrated and hang up without receiving any response to your query? . Of course, you never went back to that brand again. And, why should you? According to Gartner , 89% of businesses compete mostly on the basis of customer experience.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

DemandJump

JUNE 19, 2019

Marketing Attribution Defined. Marketing attribution refers to the science of assigning credit (often in the form of revenue) to the marketing touch points that influenced a conversion. Marketers use attribution as a tool to quantify the impact of marketing efforts and help them decide what to do next.

Marketing 75

Marketing Tools 75

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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

NetBase

JUNE 19, 2019

With social audiences relying on other consumers (versus brands) for information and recommendations on everything from laundry detergent to Netflix shows, it makes perfect sense that brands would turn to members of their audience when marketing. Here’s why it’s a brilliant move. Consumers Are in Charge. Social media has changed a lot of things – but nothing is as game-changing as the power it’s put into the hands of consumers.

Brands 74

Brands Entertainment Social Media Consumers 74

ClientSuccess

JUNE 19, 2019

If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users!

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

CSM Magazine

JUNE 19, 2019

Customer expectations of interactions with brands and businesses have intensified and show no sign of slowing down. Increasingly time-poor consumers often expect an organisation to know what they are contacting them about, and how to resolve any issues on demand. As such the speed of response and resolution is overly scrutinised and critiqued. To highlight this point, Hubspot research identified that 80% of customers expect companies to respond to their social media posts within 24 hours, and 5

Loyalty 69

Loyalty Customer Service Effort Score Social Media 69

CSM Practice

JUNE 19, 2019

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. However, as startups grow into larger companies with more customers, the white-glove service becomes unsustainable, posing the challenge of maintaining optimum customer experience while scaling the customer success team.

Training 67

Training Customer Success Video Customers 67

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Tips

UJET

JUNE 19, 2019

Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they? While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person. Essentially, it is software that can interact with a human.

Chatbots 56

Chatbots Self Service Contact Center User Experience 56

Hero Digital

JUNE 19, 2019

We live in the age of the customer, a time when focusing on exceptional customer experience (CX) is vital for business growth. Research shows that with a modest improvement in CX, a typical one billion dollar company can gain $775 million in revenue over three years. And as CX-oriented technology multiplies, CIOs and tech teams are now responsible for managing tech that powers offer perfectly seamless and emotionally meaningful customer experiences.

Customer Experience 62

Customer Experience Customer Journeys System Social Media 62

dscout People Nerds

JUNE 19, 2019

Over the past 5 years, I’ve seen and worked on thousands of screeners. Here’s what I’ve learned.

76

76

The DiJulius Group

JUNE 19, 2019

A Customer Experience Executive (CXE) provides a comprehensive and authoritative view of the customer. This role is responsible for creating corporate and customer strategy at the highest levels of the company to maximize Customer acquisition, retention, and profitability. The CXE should influence strategies in all areas of the business that impact the customer and.

Groups 48

Groups Strategy Customer Experience Company 48

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

Survicate

JUNE 19, 2019

The post 9 Ways to Respond to Negative Feedback About Your Business appeared first on Survicate.

Feedback 65

Feedback Customer Satisfaction Customers 65

Bold360

JUNE 19, 2019

In recent years, AI-powered chatbots have become an essential part of many business’s customer service operations. Gartner predicts that chatbots will power 85% of all customer service interactions by the year 2020. (That’s next year!) But the benefits of AI needn’t be limited to post-sale support; There are opportunities all along the customer journey to personalize interactions and drive better business metrics.

Chatbots 45

Chatbots Policies e-support Metrics 45

MyCustomer

JUNE 19, 2019

Engagement. 2 strategies to serve customers' emotional needs.

Technology 73

Technology Strategy Engagement Customers 73

Talkdesk

JUNE 19, 2019

I used to live with roommates throughout most of college. Because of the high cost of living in the Bay Area, I always shared a place with at least two friends. Managing the utility bills was always a chore – who’s name will it be under, how much do we each owe, when is the money due, etc. At that time, collecting money was also difficult as it required us to give cash or check to the person paying the bill.

Customer Service 42

Customer Service Customer Experience Contact Center Metrics 42

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Training

West Monroe

JUNE 19, 2019

Forrester’s recent report discusses how companies can navigate the ever-changing Salesforce product set and get to implementation faster by choosing the right partner based on their specific needs. The report provides insight into vendor size, functionality, geography, and vertical market focus. The right partner can help navigate the complexities of integrations, emerging products, commerce, platform, and change management that comes with any technology implementation.

Report 40

Report CRM Roadmap Consulting 40

Waypoint Group

JUNE 19, 2019

We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right time to obtain the right insights. The paper focuses on engaging the right stakeholders in your customer accounts (think “Renewal Buying Committee” participants/Key-stakeholders, not just end-users or your customer “champions” or end-users).

Engagement 40

Engagement B2B ROI Customer Retention 40

5CA

JUNE 19, 2019

If you have a business in the European Union, during this last year, you’ve most likely been hearing nonstop about the General Data Protection Regulation (GDPR). If you also have one in the United States, then you know that there is no federal legislation that can compare to GDPR, but there are certain relevant laws that apply in specific cases. Such as the Health Insurance Portability and Accountability Act (HIPAA).

Consumers 40

Consumers Insurance Data Customer Experience 40

CSM Magazine

JUNE 19, 2019

Some rules are the same for every business, no matter what niche or industry they’re operating in. Pleasing customers is certainly one of them. Still, with the shopping experience stretching beyond the bounds of a one-dimensional experience, satisfying the target audience is harder than ever before. In modern times, everyone is gravitating toward the lure of online shopping , and nothing will stand in it’s path.

Customer Satisfaction 40

Customer Satisfaction Company Comparison Customers 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

Ascribe

JUNE 19, 2019

Announcing a partnership between Ascribe and ASKi-Data to enable market researchers to quickly analyze verbatim comments. Download the press release. The post Ascribe & ASKi-Data Partner to Provide Same-Day Insights from Verbatim Comments appeared first on Ascribe.

Data 40

Data Marketing 40

Oracle

JUNE 19, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 16th video in the Smarter Demos series, we take a look at some of the latest CX tech for HR departments and employees. Vaishali Gohel, Senior Manager, Cloud Solutions Hub, Oracle describes a self-service bot that solves questions 24/7 for HR departments and employees.

Self Service 40

Self Service Video Omni-Channel Innovation 40

Forrester's Customer Insights

JUNE 19, 2019

Business leaders in the financial services (FS) industry are used to tracking success with measures that reflect shareholder, investor and market regulator values like return on equity, net profit, assets under management and capital adequacy ratio. This is the ‘money story’. However, most don’t always know how these important measures are affected by customer experience (CX) and customer engagement, or the ‘customer story’.

Financial 48

Financial Measurement Customer Engagement Engagement 48