Fri.Jan 12, 2018

“OK, Google…” How Smart Speakers Will Evolve in 2018

QuestionPro Audience

Move over, smartphone. Smart speakers are the new “it” device. While not exactly new to the market (both Amazon Echo and Google Home launched over a year ago) consumers are coming out in droves in 2018 to purchase these smart speakers.

Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett

Customer Bliss

Overview. How do you transform customer experience within the postal service – an industry that affects the whole nation?

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Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is.

52 Business Listing Directories and Sites You Need to Know for Local SEO

ReviewTrackers

Getting listed on online business listing directories and sites is one of the most effective ways to boost your business performance on local search.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Utilizing Data Mining Services In Creating Effective Merchandising Strategies

Magellan Solutions

Data mining is one of the most powerful tools that every business needs today. It is the process of computing and analyzing large sets of data to get new ones and different patterns. Computer systems and databases are used to get this fresh and innovative information.

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Creating the Ultimate Service Culture: Episode 14 of Experience This!

Smarter CX

? ?. Episode 14 of Experience This! – a new customer experience podcast series – is now available. Listen here.

More Trending

A Day in The Life of a Customer Service Manager at Online Estate Sale Company, EBTH

StellaService

EVERYTHING BUT THE HOUSE (EBTH) is so popular now that when you sign up to be a bidder, your account number will have 11 digits. Marc Broering, Customer Service Manager at EBTH, can boast of a 4-digit bidder number, meaning he is one of the first ten thousand registrants.

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6 Characteristics Your Contact Center Should Have in 2018

Talkdesk

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Better Customer Service with Chatbots?

CSM Magazine

Malene Wessel, Head of Marketing at Live Guide Chat believes chatbots can boost a company’s customer service, easily taking over the most simple and frequent types of customer contacts. .

A Contact Center Features Checklist for 2018

Talkdesk

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option.

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

How to Meet Customers’ Expectations for Hyper-Personalization

Topdown

There’s no doubt that personalization is important in today’s business world. Customers don’t just think of it as a nice thing to have anymore — they demand it. According to the 2017 Global Consumer Pulse Research , published by Accenture, 48% of consumers expect specialized treatment for being a good customer, with 33% of those consumers who abandoned a relationship doing so because personalization was lacking. Customer Experience Customer Communications Personalization

A Contact Center Features Checklist for 2018

Talkdesk

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option.

Four Strategic Questions to Ask Before Your Digital Transformation

Strativity

First posted at www.Chiefexectutive.net. Digital transformation is high on executives’ agendas for 2018. Many have started the move and are investing millions of dollars in digitizing their operation. They do so in the name of customer convenience, frictionless interactions and the pursuit of delivering an “Amazon-like” customer experience. News flash: Amazon is not profitable and does not care about profitability. Do you have the same privilege of not being profitable?

6 Characteristics Your Contact Center Should Have in 2018

Talkdesk

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Guest Blog: Customer Service Role … Avoid these Myths on Customer Service

ShepHyken

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken.

How to Prevent Customer Experience Efforts from Failing (part 2)

CallidusCloud

How to Prevent Customer Experience Efforts from Failing (part 2). jwalters. Fri, 01/12/2018 - 15:11

Our customer experience analytics and reporting software

Syngro

We are very happy to show you all our brand new video introducing Syngro Eye, a world-leading customer intelligence platform enabling businesses to put customers at the centre of everything they do.

Is CX Treated as a Strategic Imperative in Your Business?

Verint

If not, it really should be. The benefits of a superior customer experience are now widely accepted. Great CX can equal a loyal and growing customer base, which in turn can equal increasing revenue and market share. But even if CX is a strategic imperative, proving your CX initiatives drive discernible and quantifiable business value can be a tough challenge. However, it's absolutely critical to helping to ensure sustained buy-in, investment and—ultimately—successful outcomes.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Reputation Is an Effect, Not a Cause

Vocalabs

Reputation Is an Effect, Not a Cause. Peter Leppik. Fri, 2018-01-12 15:05. Customer Experience. One of the reasons to invest in improved Customer Experience is the positive effects it will have on your company's reputation and word-of-mouth. That's great and well-deserved for companies that truly internalize CX. But I've seen a few companies where they treat their Customer Experience as a marketing campaign, and it never ends well.

Top Reads of 2017 feature Quadient

Quadient

2017 was a big year for Quadient, and a big year in technology. We spend a lot of time writing articles, because it helps us share the things we see when we meet with clients and prospects as they redefine their communication strategies.

Top 4 mistakes companies make when it comes to personalization

Quadient

A personalized experience can be defined as an interaction or engagement that a customer has with a company that leaves them feeling as though their interests, behaviour and preferences were thoroughly taken into account. Organizations who are able to meet their consumers' emotional expectations at an individual level are better able to foster loyalty