InMoment XI
MAY 9, 2017
Customer experience (CX) has been a part of business, well, since the beginning of time. It’s only been the last decade that an entire industry has boomed around it. There couldn’t be a more exciting time to be in the CX field. It’s recently come out of its infant stages and not only are we. View Article.
ijgolding
MAY 9, 2017
If you have read my articles in the past, you will know that I am an ardent fan of investigating the definitions of certain words and phrases. Yesterday, I had the pleasure of participating as a judge at the International Business Excellence Awards in Dubai. One of the awards entrants used the word ‘benchmarking’, multiple times in his presentation.
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InMoment XI
MAY 9, 2017
Customer experience (CX) has been a part of business, well, since the beginning of time. It’s only been the last decade that an entire industry has boomed around it. There couldn’t be a more exciting time to be in the CX field. It’s recently come out of its infant stages and not only are we.
NICE inContact
MAY 9, 2017
As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness. First, optimize repetitive subtasks. Let me give an example of subtask needing optimization.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Michelli Experience
MAY 9, 2017
When asked if customers would like to have more exciting products, faster delivery, lower prices, OR friendlier service, the answer is always YES. The challenge of customer experience excellence isn’t whether to improve products, people, process, or technology. The challenge is to identify which product, process or technology improvement will produce the greatest benefits for your core customer segments.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
iPerceptions
MAY 9, 2017
Customer Experience has now become one of the primary competitive advantages on which many companies strive to gain the upper hand in their industry.
ShepHyken
MAY 9, 2017
Matt Dixon Discusses New Ways to Win the Battle for Customer Loyalty. A convenient, frictionless experience is something that consumers want and need, and are willing to pay for. Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience. First Up: Shep Hyken’s opening comments focus on how important it is to create an easy experience for your customers.
mopinion
MAY 9, 2017
Brought on by sharply heightened customer expectations and the rapid growth of digital channels and touchpoints, digital customer experience (CX) is exponentially shaping the strategy of many businesses today. According to Walker Information, ‘by 2020, customer experience will overtake price and product as the key brand differentiator’. This means that to remain competitive both now […].
Avaya
MAY 9, 2017
The future of business, indeed the future of customer experience, is life as we know it—here and NOW. Organizational success right now, however, depends on one thing: digital transformation. Digital transformation can mean many things, but includes a fundamental idea—applying digital technologies to all aspects of life. For consumers, they use their smart devices, laptops, tablets, and favorite apps to make it through the day.
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CustomerGauge
MAY 9, 2017
You’ll hear the word “customer-centricity” a lot from companies on the cutting edge of customer experience. And, in case you need reminding that such tactics pay off, look no further than the company Sciformix. This year, Sciformix won the coveted 2017 Frost&Sullivan Award for Global Customer Service Leadership, which recognizes those companies demonstrating superior performance […].
Provide Support
MAY 9, 2017
New Customer Service Trends. No business can afford to be a customer service laggard. NewVoiceMedia survey results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. Forrester data shows that 72% of businesses say that improving the customer experience is their top priority. Customer service trends topic is one of the most discussed today.
LiveChat
MAY 9, 2017
Do you remember the time when your parents were checking their mailbox and after opening it – they were flooded with leaflets and advertisements? Same thing happens today in the viral world. We’re swamped in advertisements! You open your Facebook account and see two or three offers Facebook thinks you may like. You open Forbes, and it asks you to turn off the Ad Blocker.
Currency Alliance
MAY 9, 2017
For many years companies have given rewards to customers in exchange for increased share of wallet and information that enables marketing activities. But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs.
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ForeSee
MAY 9, 2017
The retail banking industry is racked with challenges as consumers become more digitally demanding and less loyal. There’s also an influx in competition from financial-tech services, which has further disrupted. The post Why winning on customer experience is the best strategy for retail banks (report) appeared first on ForeSee.
Talkdesk
MAY 9, 2017
SAN FRANCISCO — May, 9, 2017 — Talkdesk today announced it has received certification of its application with ServiceNow®. Certification by ServiceNow signifies that Talkdesk has successfully completed a set of defined tests focused on integration interoperability, security and performance. The certification also ensures that best practices are utilized in the design and implementation of Talkdesk’s Application with ServiceNow.
Clarabridge
MAY 9, 2017
Last week at our annual users conference, C3, the Clarabridge team announced our latest product features and our drive to help companies start a CX Revolution. It is our vision to empower brands with the tools to integrate data-driven customer experience into the fabric of every business, across every department in the business. To say the market is excited is an understatement.
CXApp
MAY 9, 2017
Two roads diverged… One is mobile-first and the other is mobile only. Sorry, you have no choice, you simply cannot travel both.
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Grade.us
MAY 9, 2017
Loyalty deserves to be rewarded. Especially when that loyalty is what keeps a business afloat. There are plenty of ways to offer value to customers beyond the sale of products or services, but one of the most popular methods that business owners use is the loyalty program. The average American household is enrolled in 29 loyalty programs as of 2015 , according to a census by Colloquy.
Verint
MAY 9, 2017
I’ve written before about the back office being the underdog—the unsung hero of the organization. The front office gets the kudos for delivering a great customer experience, but it’s the back-office that typically processes the work to completion. The focus of most of my musings has been on the need for new tools and processes that create operational visibility and efficiencies.
Brad Cleveland Blog
MAY 9, 2017
Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and … Continue reading → The post Take a Moment and Be Inspired appeared first on Brad Cleveland.
Customer Bliss
MAY 9, 2017
General Overview. Lexi Reese currently works at Gusto, which works with businesses of all sizes on process issues like payroll, onboarding, etc. Previously, she was at Google and American Express. She also has a MBA from Harvard Business School. Because she’s worked on both the operations side of a business and the customer experience side — and usually at large companies — I wanted her perspective on career trajectories.
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.
Brad Cleveland Blog
MAY 9, 2017
Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and an action-oriented “To Do” section. Enjoy! Be sure to subscribe to receive the next issue in your inbox.
Brad Cleveland Blog
MAY 9, 2017
Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and an action-oriented “To Do” section. Enjoy! Be sure to subscribe to receive the next issue in your inbox.
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