InMoment XI
JUNE 1, 2017
Let’s be honest with ourselves. We take customer experience way too seriously sometimes. We get wrapped up with the stress of building and designing the perfect program in hopes to get straight A’s or a 4.0 from our customers. The constant quest for perfection has the potential to make CX a drag or hum-drum—just really. View Article.
Kayako
JUNE 1, 2017
Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. But all hands support has its issues too. While the expected benefits of an all hands approach are many, the notion that everyone in a company should participate in answering customer service is idealistic and naive.
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Customer Bliss
JUNE 1, 2017
There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. There’s also a summary of the report here. What can we learn? Real-time data is a problem for customer experience. A whopping 95% of companies indicated they were “unable to make sense” of real-time customer insights.
Experience Investigators by 360Connext
JUNE 1, 2017
In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. But the idea of investing in creating powerful, meaningful and delightful experiences is still a relatively new idea.
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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.
Calabrio
JUNE 1, 2017
It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
JUNE 1, 2017
Omnichannel and personalization – and never the twain shall meet. Is the desire to deliver a true omnichannel contact center offering at odds with the idea of providing a truly personalized customer experience? Read More.
InMoment XI
JUNE 1, 2017
Let’s be honest with ourselves. We take customer experience way too seriously sometimes. We get wrapped up with the stress of building and designing the perfect program in hopes to get straight A’s or a 4.0 from our customers. The constant quest for perfection has the potential to make CX a drag or hum-drum—just really.
Calabrio
JUNE 1, 2017
It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience.
CustomerGauge
JUNE 1, 2017
Over the last half-decade the customer experience and Net Promoter Score® industry trends has changed as we know it. Customers have become increasingly empowered with technology and now demand a highly personalized and frictionless customer experience that meets their needs and expectations. In order to keep customer satisfaction and loyalty to a high standard, NPS® has […].
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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.
Calabrio
JUNE 1, 2017
It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience.
Amity
JUNE 1, 2017
Operationalizing a High Volume Onboarding Team. How to do it scalably and efficiently while achieving near 100% Customer Satisfaction and lowering time to desired outcome. If you’ve spent any time in SAAS Customer Success, you’ll understand that one of the most important aspects of adopting a new software product is the onboarding and training period.
Topdown
JUNE 1, 2017
We'll be exhibiting June 4-7 at the IASA 2017 Annual Educational Conference and Business Show in Orlando, Florida. Our focus will be on how INTOUCH ® , our new cloud-based Customer Communication Management (CCM) solution, improves both the customer experience and the employee experience in the insurance industry.
Provide Support
JUNE 1, 2017
5 Tips for Effective Leadership in Customer Service. Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. In today’s highly competitive marketplace, the most popular businesses attribute a large part of their success to having a customer service mindset that has the power to build a strong brand image and product differentiation.
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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,
ReviewTrackers
JUNE 1, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Hotels must find ways to make it easy for guests to stay active. Subscribe to receive these stories and more every week in your inbox. Email *. Email This field is for validation purposes and should be left unchanged.
Enalyzer
JUNE 1, 2017
As we all know, customer feedback is essential to improving your product and to understand your users. However, every day, organizations struggle to collect valuable feedback, that’s why we want to talk about feedback forms. Feedback forms, when done correctly, are an excellent tool to understand user experience. They’re easy to digest and fill in, which also makes them easy to build and design.
Avaya
JUNE 1, 2017
Sensors in their jerseys, shoes, and helmets. Sensors in the turf, the goal box, race car, and golf club. Athletes of the future will be tracked at every moment so we can know how fast and focused they are, and when they’re “in the zone.” The sports experience has become a 21st-Century medley of sights, smells, and experiences. Undoubtedly, technology is shaping the modern fan experience.
Bold360
JUNE 1, 2017
High up on the list in every article about digital self-service is how much money it will save you as a business. Some say it will cut costs on hiring staff for low-level tasks, by streamlining and automating services. Others focus on around-the-clock hours for sales, or even reducing ticket inquiries altogether and improving customer retention and therefore profits.
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.
TrustFuel
JUNE 1, 2017
If you have decided to utilize an NPS program to increase your customer loyalty and so far, encountered a lot of software service provides, and still don’t know which one to choose, don’t worry, we are going to help you find the best one. All of them will allow you to ask a straightforward question, “why you are the best solution for me,” but here all similarities end.
Talkdesk
JUNE 1, 2017
For contact center teams, managing agent workloads can be challenging. It’s not productive to overwork reps, but at the same time, it’s wasteful to have too much idle time. Customer communications are typically received in real time, but across disparate systems, so supervisors lack visibility into agents’ current tasks. This makes it difficult to properly assign and prioritize incoming tasks.
LiveChat
JUNE 1, 2017
Have you ever viewed a website on your mobile phone and thought, “Uh. This looks horrible,” before exiting it immediately? When we stumble on websites that don’t look “right”, it’s usually because the owners haven’t implemented something called responsive design. In other words, the site might look great on your desktop, but it looks positively horrendous on mobile devices.
Verint
JUNE 1, 2017
CRMXchange QA & Analytics Virtual Conference. June 5-8; Online Webinar. Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m. ET. With all the talk about automation, robotics and artificial intelligence coming to the world of scoring and quality, it is not clear where the everyday quality assurance pro goes from here.
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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.
Kerry Bodine
JUNE 1, 2017
Where should you start your journey mapping efforts? If you don’t know the answer, you’re not alone. Many aspiring journey mappers feel overwhelmed because they believe that they need to map every single interaction that their customers could possibly have with their organization—a daunting task, indeed! I can’t say you should never map the full end-to-end journey (one that’s basically aligned with the complete customer lifecycle).
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