Centriam Customer Experience Lab
JANUARY 25, 2018
Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool.
QuestionPro Audience
JANUARY 25, 2018
The future is here, and the future is artificial intelligence. A technology that once sounded futuristic is now here, and smart businesses have realized it’s not an optional tool in this tech-crazed climate, and begun implementing AI in order to create the easiest possible user experience. Analysts predict that by 2020, 85% of a consumer’s relationship with a business will be managed without interacting with a human.
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Experience Matters
JANUARY 25, 2018
I love it when my work overlaps with some of my other passions. Well, it’s happening in a big way at the Qualtrics X4 Experience Summit in Salt Lake City on March 6th through 9th. I’ll be skiing in Deer Valley before the event, I’ll be speaking about customer empathy at the event, and Lin-Manuel Miranda will also be speaking. Did you hear me… Lin-Manuel Miranda!
Customer Bliss
JANUARY 25, 2018
Is your company customer obsessed? If not, it should be! Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar and I chat about how she’s been able to d efine Zoetis as a truly c ustomer obsessed company , where every decision is led by how it will benefit the customer base.
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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.
Comm100
JANUARY 25, 2018
Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them. Because of this, it’s vital that establishments can create effective customer satisfaction surveys to identify which areas of their service can be continuously improved, helping to attract more customers now and in the future. But creating an effective feedback survey isn’t easy, especially for busy hoteliers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
JANUARY 25, 2018
It’s 2018, and businesses are finally waking up to the realization that happy employees make for happy customers – which make for happy businesses and shareholders. There’s huge benefits from acting to make sure your employees are happy and engaged. In fact, Gallup’s survey of Fortune 500 Companies to determine the happiest workplaces found that in the top quartile, businesses saw: 22% higher profitability. 21% higher productivity. 10% higher customer metrics. 37% less absenteeism, and.
Heart of the Customer
JANUARY 25, 2018
The primary reason to run a customer journey mapping project is to drive customer-focused change. That’s what we heard when we asked customer experience practitioners to rate their success with their journey mapping project. A successful journey mapping project is one where change is made from the results. Driving change requires a strong model, and at Heart of […].
ServiceDock
JANUARY 25, 2018
Note! The intention of this post is to keep businesses updated on the rollout of WhatsApp Business. We will update it regularly for the benefit of our clients and other interested parties.
mopinion
JANUARY 25, 2018
Collecting and analysing in-app feedback can be very straightforward – provided that you have the right tools and methodology in place to do so. In a previous article, we outlined several reasons why collecting in-app feedback is important for the mobile user experience. The next step is to demonstrate how this feedback can be collected. […].
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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.
Truthlab
JANUARY 25, 2018
Reading Time: 3 minutes I spent the early part of my career working on critical nuclear systems where the plant (machine) would serve up information and warnings to the operator (human) in order to help the operator make complex decisions fast. I’d not thought about much of those experiences as I’ve spent the better part of the last decade […].
Magellan Solutions
JANUARY 25, 2018
How productive do you think your employees are? You should measure your company’s productivity because it has a direct effect on your profitability. Having productive staff is definitely a must. Your workforce is the oil to your engine, which is your business. You need employees to keep your company going. It is the same in all industries and different fields.
dscout People Nerds
JANUARY 25, 2018
People Nerd John Dominski on what apes taught him about human research.
ClientSuccess
JANUARY 25, 2018
For those just joining my blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell – a CSM from the Trenches veteran – of Marketware.
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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,
iCiDIGITAL
JANUARY 25, 2018
Note: the guidelines we base this blog on are from W3. As an author, most of the contrast work should be already taken care of when there is a well-designed, consistent style guide or pattern library in place that is followed strictly by the site designers and implemented well by the site developers. In other words, designers should be handling the contrast issues before they ever get into the system and the developers should make them integrated into the system.
Clarabridge
JANUARY 25, 2018
Understandably, most companies currently focus on the customer’s experience when assessing their contact center. It should be noted, however, that agent satisfaction and expectations should be considered as well. We recently sent out a survey to both customers and agents and found that there is a disconnect between customer expectations and what agents can actually deliver, as well as a disconnect between customer satisfaction at the end of a call vs. agent satisfaction at the end of a cal
Bold360
JANUARY 25, 2018
Most businesses know that a surefire way to be a market differentiator is to provide excellent customer service. In fact, a Forrester report Transform The Contact Center for Customer Service Excellence found that customer loyalty has an amazing return of investment — a mere 10-percentage-point improvement in a company’s CX score can translate into more than $1 billion, across several major industries.
Verint
JANUARY 25, 2018
In today’s ultra-competitive market, Customer Experience (CX) is a strategic imperative that is helping market leaders aggressively grow their business through new customer acquisition and existing customer retention. However, even market leaders need to stay vigilantly attuned to changing consumer preferences or they risk a quick descent from leader to laggard.
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.
Comm100
JANUARY 25, 2018
Having another business as your client is a lot different from providing products or services to consumers. But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs. The best way of getting that information is to ask them, but you cannot very well have someone individually poll each business after every single interaction you have with them.
PeopleMetrics
JANUARY 25, 2018
The National Institute of Standards and Technology (NIST) has published Special Publication 800-171 , Protecting Controlled Unclassified Information in Nonfederal Information Systems and Organizations. The publication provides guidance for federal agencies to ensure that certain types of federal information are protected when processed, stored, and used in non-federal information systems.
ReviewTrackers
JANUARY 25, 2018
If you’ve ever tried your hand at marketing any business or brand online — in search and on social media — you’re likely to have heard of “user-generated content” or UGC. What exactly does this term mean? And why is it getting thrown around a lot in so many marketing conversations? To help you more clearly understand what UGC means, as well as to highlight the ways you can harness it to power up your own marketing campaigns and initiatives, we thought we’d write this beginner’s guide to user-gen
LiveChat
JANUARY 25, 2018
Some posts are written to give a specific knowledge. For example, how to optimize your website for SEO. Other posts change your way of thinking, force you to question everything you know. Such posts and ideas inspire to find new, better ways of doing something and in the end, they help you to grow. For me, one of the most eye-opening articles was “ Employee #1: Coinbase ” written by Craig Cannon.
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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.
Stella Connect
JANUARY 25, 2018
In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018?
Provide Support
JANUARY 25, 2018
With the growth in messaging apps and automated bots, live chat is becoming the most popular customer service channel that offers huge opportunities for businesses, from support to marketing. In fact, more and more businesses are realizing today that live chat is much more than just a budget-friendly support channel. According to Kayako research, 79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty.
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