ijgolding

APRIL 4, 2016

I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about customer experience management? In reality, I think I must have been born with a passion for CX! Apart from it being in my genes…. my very makeup, my evolution into the CX Specialist that I am now started at the end of the 90s.

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Data Customer Experience Effort Score Measurement 144

Experience Matters

APRIL 4, 2016

We just published a Temkin Group report, Customer-Infused Process Improvement, which provides five strategies for instilling customers’ needs into process improvement methodologies. Here’s the executive summary: Process improvement and customer experience have traditionally served different roles in a company. However, these two disciplines are starting to intersect as customer experience looks to process improvement to operationalize key […].

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Report Groups Customers Strategy 139

Who's Your Gladys?

APRIL 4, 2016

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test? Here. The post Does Your Business Pass the Customer Service Fitness Test? appeared first on Who's Your Gladys?

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Customer Service Exercises Culture Customer Focused 135

NICE inContact

APRIL 4, 2016

“Judge a man by his questions rather than by his answers.” ― Voltaire. Driving an implementation is not unlike driving a car—there are many roads to take, but how you steer and what roads you choose can be the deciding factor in the overall time and resources spent in reaching your destination. With that in mind, it is paramount to always evaluate and reevaluate the tools you have at your disposal.

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Tools Resources Communication Examples 123

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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.

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Alida

APRIL 4, 2016

Here’s a scary fact: no matter how genius the idea and thorough the planning, most new products are destined to fail. The stats are discouraging for product management and innovation pros: one study claims that 85 percent of consumer goods end up flops. Another report, conducted in the Harvard Business School, found that that number should be a lot higher: 95 percent.

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Innovation Apparel Retail Study 100

Wired and Dangerous

APRIL 4, 2016

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life.

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Social Media Entertainment Connections Groups 88

Experience Matters

APRIL 4, 2016

Filed under: Customer experience.

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Employee Engagement Engagement Customer Experience Customers 139

Win the Customer

APRIL 4, 2016

Smart companies engage in a variety of feedback methods to get at the heart of how their business is performing. As feedback comes in, these businesses begin to gain a clearer sense of what they are doing right and what they are doing wrong. Without feedback, a company is left guessing as to how their performance is progressing. This is a major problem for a lot of companies in the area of customer satisfaction.

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Customer Satisfaction Feedback Retail Trends 82

Think Customers

APRIL 4, 2016

The customer journey today follows a winding path across devices, channels, and between the physical and digital realms, making the job of customer experience leaders tough. Following a customer's path is one thing. Predicting it is yet another. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Customer Journeys Customers Customer Experience Customer Engagement 63

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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

Beyond Philosophy

APRIL 4, 2016

According to recent social science research, powerful people and leaders can fail as they will not collaborate. NPR had a recent broadcast on this concept. Researcher Angus Hildreth and Professor Cameron Anderson from UC Berkeley’s Haas School of Business, concluded that often when these powerful people get together they have to decide who is in charge.

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CEM Groups Consulting Exercises 60

Helen Dewdney

APRIL 4, 2016

Kevin Grix writes a guest blog post: It seems that we are a nation built upon a love for retail therapy. Shopping on the high street is an ever popular leisure activity and even when we are relaxing at home it’s possible to purchase via our laptops, tablets and smart phones with delivery direct to our doors. In recent weeks issues such as Sunday trading hours and the impact of a ‘Brexit’ on the high street have been featured in the news, helping to illustrate the impact that shopping has on our

Retail 0

Retail Tips Government Consumers 0

Avaya

APRIL 4, 2016

In light of highly-publicized data breaches that have shaken some of the world’s top brands, where should IT leaders focus their security efforts? The frequency of malicious, cybersecurity attacks is increasing. Security breaches, such as hospitals being immobilized and held for ransom , were unimaginable a year ago. The FBI recently recognized the significance of the ransomware epidemic and has asked business and software security experts for help.

Healthcare 47

Healthcare Hospitality Government Financial 47

Natalie Petouhof

APRIL 4, 2016

Tweet What is Microsoft up to now? Empowering people with sight loss the opportunity to experience city life. Source: Microsoft. Everyone has a right to independence, but not everyone has the capacity. Cities Unlocked aims to set people with sight loss free to experience city life like never before. The pilot program is a unique collaboration between Microsoft, the U.K. charity Guide Dogs, and urban innovator Future Cities Catapult as well as other partners from business and academia.

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Transportation Travel Innovation Customer Experience 40

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Avaya

APRIL 4, 2016

What exactly is next-generation 911 ? When people talk about it, they use the phrase like a noun, yet it’s not a person and it’s not a place. You may consider it a “thing,” although I can tell you that it most certainly is not, at least in the physical sense. NG911 is not something you can buy and plug into your existing public safety network, miraculously transforming a legacy environment into a “next generation” environment.

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Contact Center Video Technology System 44

Natalie Petouhof

APRIL 4, 2016

Tweet. Source: Microsoft. Digital transformation is growing an agricultural revolution 100 feet under the streets of London. British startup Growing Underground saw an abandoned air raid tunnel under the streets of London as an opportunity to experiment with ways to feed a growing population without increasing our carbon footprint. The tunnels were never built for the production of food, yet they are an ideal place for growing greens that are water and energy efficient, and pesticide free.

System 40

System Software Communication Customer Experience 40

Verint

APRIL 4, 2016

Society of Workforce Planning Professionals (SWPP). April 4-6; Nashville, Tennessee. Verint’s Monty Deckard, manager, business applications, will present “Moving from Flexible to Fixed Schedules: “Reel” Advantages for Your Business” at 3:45 p.m. CT on April 5. Work-life balance is increasingly important, so why would a progressive company such as Bass Pro Shops move from flexible, preference-driven schedules to fixed schedules instead?

Management 21

Management Customer Experience Resources Self Service 21

Natalie Petouhof

APRIL 4, 2016

Tweet Among the many stories at Microsoft Envision Conference were those around digital transformation. Whether it be about Automotive and Volvo, Dartmouth-Hitchcock and Healthcare, ThyssenKrupp and Engineering, Case Western Reserve and Research, AccuWeather.com and Weather and Meteorology, Underwriters Labs and Consumer Goods, Rockwell Automation and Energy and Automation, Growing Underground and Agriculture, Real Madrid and Sports, Cities unlocked and non-profits, there is much to be learned b

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Conference Automotive Sports Healthcare 40

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

Steve DiGioia

APRIL 4, 2016

This original article was written by Steve DiGioia. I work way too hard, for way too many hours a day, and have given up enough holidays and special events all for the sake of my job. I’ll be dammed if I have to take a phone call from work on my day off! Phew , I got that off my chest. Now, let’s look at this in another light…. Why am I getting a call from work on my day off in the first place?

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How To Guidelines Policies Training 158

Natalie Petouhof

APRIL 4, 2016

Tweet. Source: Microsoft. The key to this story is raising elevator reliability to new heights. Thomas Krupp is taking preventative maintenance a step further to predictive and, even pre-emptive service, by harnessing the power of the Internet of Things. Data is collected by connecting the sensors and systems of each of the elevators to the cloud. Microsoft Azure intelligent system service draws this data into a central dashboard for a real-time view of how the lifts are performing.

Conference 40

Conference System Connections Data 40

Natalie Petouhof

APRIL 4, 2016

Tweet After attending the SAP Hybris IOT/ CRM event, I was very impressed to see a vendor really connect the dots between commerce and customer service and customer experience. Commerce is really where the rubber meets the road. At the end of the day, if the customer experience is poor, customers will abandon shopping carts and revenue will suffer. But SAP Hybris is helping customers handle this.

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Natalie Petouhof

APRIL 4, 2016

Tweet SOASTA, a leader in performance analytics, announced the Winter 2016 release of its Digital Performance Management (DPM) Platform. The new release introduces a series of enhancements and services to help digital businesses meet the growing demand for the ultimate measure of performance – the customer experience. “We’re in the era of Digital Performance Management, and it requires a new mind set, with new solutions designed to deliver great user experiences.

Management 40

Management Innovation Analytics Measurement 40

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