Kayako
FEBRUARY 2, 2017
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does. Within a brief conversation the agent is expected to engage each customer, fix their problem and move on swiftly to help others.
InMoment XI
FEBRUARY 2, 2017
A typical Saturday morning starts with our routine. Get up early, get out of the house shortly after 8, and grab a quick breakfast with the 10-year old son before getting him to his piano lesson. If we get out of the house more than 30 minutes before the lesson, we may stop on the. View Article.
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CX Journey
FEBRUARY 2, 2017
Image courtesy of Adobe Stock/Robert Kneschke Today I'm pleased to share a guest post by Elena Lockett with FM Outsource. People are motivated by very different things. Money, personal achievements, or workplace goals – it differs person to person. To ensure your customer service (CS) teams remain motivated, whatever gets thrown at them, you need to make sure you are providing them with the inspiration and tools to do their job well and be happy!
InMoment XI
FEBRUARY 2, 2017
A typical Saturday morning starts with our routine. Get up early, get out of the house shortly after 8, and grab a quick breakfast with the 10-year old son before getting him to his piano lesson. If we get out of the house more than 30 minutes before the lesson, we may stop on the.
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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.
Kerry Bodine
FEBRUARY 2, 2017
Salesforce Research’s Second Annual State of Service study surveyed over 2,600 global service professionals to understand what trends are driving the future of customer service, and what practices set high-performing teams apart from the rest. Join me, Vala Afshar, Chief Digital Evangelist at Salesforce, and Peter Gaylord, Senior Director of Salesforce Research, for an interactive presentation as we discuss key findings of this year’s report and what service leaders can do to propel their orga
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customers That Stick
FEBRUARY 2, 2017
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Uniphore
FEBRUARY 2, 2017
Creating Digital Habits in Consumers to Inspire Digital Adoption. Businesses around the world are undergoing a digital transformation, using technology to radically improve performance by rethinking what customers want most and creating operating models which offer competitive differentiation. Read More.
Andrew Mcfarland
FEBRUARY 2, 2017
Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.
Uniphore
FEBRUARY 2, 2017
Creating Digital Habits in Consumers to Inspire Digital Adoption. Businesses around the world are undergoing a digital transformation, using technology to radically improve performance by rethinking what customers want most and creating operating models which offer competitive differentiation. Read More.
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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.
Michel Falcon Experience
FEBRUARY 2, 2017
In December 2016, I went on a 3-city speaking tour with LJ Hooker (Australia’s largest real estate company). This video shares the strategies and tactics that I believe real estate brokerages and agents could use to improve their company’s customer experience. If you require a keynote speaker for an event, conference or workshop, I would love to be considered.
Uniphore
FEBRUARY 2, 2017
It’s an irrefutable fact that digitization has rapidly moved on from being somewhat of an innovative trend to becoming a core organizational competency. It’s a vital, enterprise-wide strategy affecting every dimension of the operation and driven by the necessity to add intrinsic and measurable value - as perceived by the customers - to the organization’s products or service offerings.
iPerceptions
FEBRUARY 2, 2017
There is no questioning it; we are living in the age of the customer. Shar VanBoskirk, an Analyst at Forrester Research, stated that, “Only marketers who are customer-obsessed and adapt to consumers’ changing behaviors …will succeed.” This means that marketers need to better understand customers and shift to a customer-centric mindset. The only way to understand your customers’ intentions, needs and experiences is through a Voice of the Customer (VoC) program.
CustomerGauge
FEBRUARY 2, 2017
“Understanding patient expectations, and meeting those is fundamental to everything we do.” CustomerGauge was delighted to host a webinar with Nancy Becker, Divisional VP of Urgent Team in January. We took away a lot of great best practices, which we’d love to share. During the webinar, Nancy outlined her role in improving Patient Experience […].
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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,
Magellan Solutions
FEBRUARY 2, 2017
If you are a professional running your own private practice, you will be happy to know that there is an option to help you manage your business better. Outsourcing , named by Designhill as the biggest growth hack of 2016 and predicted to continue doing so this 2017, provides many benefits for enterprises of different sizes, from multinational corporations to SMEs and start-ups.
ForeSee
FEBRUARY 2, 2017
Attention CX professionals in the public sector, we’re planning a variety of interesting, thoughtful, and extremely useful presentations for our annual client event, Connect: The ForeSee Summit, aimed at helping. The post Here’s a preview of what public sector organizations can expect at the 2017 ForeSee Summit appeared first on ForeSee.
Clarabridge
FEBRUARY 2, 2017
Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. However, Clarabridge research has uncovered specific problems that financial institutions face in today’s business environment. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand.
Sampson Lee
FEBRUARY 2, 2017
It’s difficult to create a Blue Ocean. Even if you created one, it soon turns red. Why? The common explanation: innovations are copied. The hidden answer: companies improve pain. Build Up Your Competitive Advantage by Identifying Good Pain and Branded Pleasure Destructive Improvement (Improve Pain) vs. Creative Aggravation (Aggravate Pain) In the above diagram, in […].
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.
COPC
FEBRUARY 2, 2017
Featured Event: February 6 – 8, 2017. Customer Response Summit Las Vegas . COPC Inc. will be participating at the the Customer Response Summit, an exclusive three-day event for customer experience executives hosted by Execs In The Know. At the event, COPC Inc. and Execs In The Know will present survey findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series.
Confirmit
FEBRUARY 2, 2017
Copart is a global, online vehicle auction company with facilities and physical yard locations across the US, Canada, the UK, the UAE and Brazil. Copart wanted to use customer feedback to promote more personalized experiences. Copart realized it needed a Voice of the Customer (VoC) solution that could narrow down insights from a wide range of data across its entire enterprise.
Clarabridge
FEBRUARY 2, 2017
Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. However, Clarabridge research has uncovered specific problems that financial institutions face in today’s business environment. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand.
Talkdesk
FEBRUARY 2, 2017
When thinking about predictive customer service, the biggest question might not be what to say to customers, but which channels to use to increase customer satisfaction. This is ultimately not a question that any company can answer on its own. Since the majority of customer communication is reactive, it is actually the customer who chooses the channels that they are comfortable using to initiate conversation.
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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.
Verint
FEBRUARY 2, 2017
Customer Response Summit. February 6-8; Las Vegas, Nevada. Verint’s Greg Sherry, vice president, marketing, will lead an interactive general session with conference executives called “Customer Engagement LIVE!” at 2:30 p.m. PT on February 7. Discussions will include how customer-centric organizations can enrich interactions, improve business processes, and optimize the workforce.
Customer Bliss
FEBRUARY 2, 2017
I came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” It opens, somewhat ominously, this way: Customer Experience (CX) specialist, and TribeCX CEO David Hicks, recently noted that the statistics in an infographic about survival rates in airplane crashes were almost identical to the rate of job retention for CX practitioners.
CSM Magazine
FEBRUARY 2, 2017
For the Co-op Membership team, one award simply isn’t enough! This recognised and high performing call centre team are reaching for the stars with the Buzz resilience training they have completed. Head of Customer Services, Claire Carroll, strongly believes that training her teams how to become more resilient to everyday stressors will help them improve both their quality of life and happiness at work whilst improving the service they provide to Co-op members.
Customer Bliss
FEBRUARY 2, 2017
I came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” It opens, somewhat ominously, this way: Customer Experience (CX) specialist, and TribeCX CEO David Hicks, recently noted that the statistics in an infographic about survival rates in airplane crashes were almost identical to the rate of job retention for CX practitioners.
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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?
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