Kayako
JANUARY 24, 2018
At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort to get problems resolved.
NICE inContact
JANUARY 24, 2018
So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. Others started with inbound voice and over time have added omnichannel routing or workforce optimization.
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Michelli Experience
JANUARY 24, 2018
__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Empathetic Design appeared first on Joseph Michelli.
CX Journey
JANUARY 24, 2018
Image courtesy of Pixabay Does your company put profits before people? I bring this up because I've seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales figures are down. Clearly the blame is that the people focus has derailed them from business development and closing deals; there can be no other reason for this (she said with all the sarcasm in the world).
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
JANUARY 24, 2018
__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} Empathic Design appeared first on Joseph Michelli.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JANUARY 24, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.
ShepHyken
JANUARY 24, 2018
People say all the time that the first impression is important. No doubt it is. Just as important, if not even more so, is the last impression, as it leaves a lasting impression. If you’ve been following my work, this concept may be familiar to you. Recently, I tweeted about lasting impressions (follow me on Twitter @Hyken if you aren’t already doing so).
mopinion
JANUARY 24, 2018
Whether you’ve just launched your website or you’re in the process of improving the online customer experience, customer feedback will serve as an invaluable tool in achieving your business’ goals. This feedback not only has the potential to provide you with insights into which kinds of problems your visitors are running into but it can […]. The post How to install a feedback form in WordPress appeared first on Mopinion.
Blueshift
JANUARY 24, 2018
In the rapidly evolving world of mobile devices, social media and the always-connected consumer, marketers want to get their messages out and amplify them quickly. Now more than ever, Lester Wunderman’s* principle of “communicating with each customer as an audience of one” takes on a new level of importance. And this means getting the right […].
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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.
Esteban Kolsky
JANUARY 24, 2018
I came across this “short” (25 minutes or so) video by Andreessen Horowitz partner Peter Levine. I don’t like people that announce “death of” or “end of” or similar (see Mainframes, COBOL, even tape for a simple explanation why). However flawed the thinking, there are some very good points he is making (and a very good explanation) of edge computing.
Eptica
JANUARY 24, 2018
Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. High profile CX issues, such as those suffered by United Airlines , BA and Uber all demonstrate the impact that a poor experience has on reputation and revenues.
Currency Alliance
JANUARY 24, 2018
If you’re unlucky enough to have been the prettiest person in a packed bar, you’ll know how it feels to be a consumer in the age of big tech. A deluge of attention, everyone asking you to dance. This is bad for you, and bad for your admirers. You have a terrible evening; and your admirers waste a fortune on the cocktails which you keep batting away.
iPerceptions
JANUARY 24, 2018
When you really need to get inside the mind of your visitors, there is very little that can match the power of unstructured feedback.
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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.
Avaya
JANUARY 24, 2018
Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.
Talkdesk
JANUARY 24, 2018
To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. The survey asks contact center executives about the state of their contact centers now and where they think they’ll be in two years, so it’s a valuable resource for us to map out the future of the industry and see how our product fits.
BlueVenn
JANUARY 24, 2018
At BlueVenn, we’re quick to promote the benefits of database marketing. That’s not to say we’re oblivious to the challenges that come with it. Thankfully, when weighing up the pros and cons of database marketing, being aware of the pitfalls means you can avoid some of them. Here are five challenges of database marketing….
Talkdesk
JANUARY 24, 2018
To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. The survey asks contact center executives about the state of their contact centers now and where they think they’ll be in two years, so it’s a valuable resource for us to map out the future of the industry and see how our product fits.
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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,
Strativity
JANUARY 24, 2018
JIM TIERNEY, LOYALTY360, JANUARY 24, 2018. The value and importance of an engaged workforce is imperative now for any brand. Engaged employees understand the company’s goals and customer base, which can have a great impact on customer experience and brand loyalty. Last year, Strativity Group published an insightful report called, “ National IMCO Employee Engagement Study ,” that examines the challenge of a disengaged workforce and what brands can do to transform that paradigm.
Circular Edge
JANUARY 24, 2018
One of the first things I noticed upon joining Circular Edge last year is our leadership’s contagious passion for going above and beyond to support the happiness and success of our team and our customers. It is this genuine care for one another that serves as our mission: to remain a positive, happy and flexible work environment made up of brilliant resources who strive to develop new skills while always delivering quality results and innovative solutions to our customers.
Peter Lavers
JANUARY 24, 2018
Every marketer has at some point wondered “why won’t my customers behave like I want them to?!” Educators as well about their students! Nudge theory suggests that small changes, e.g. reinforcing certain actions, can actually change people’s behaviour in profound ways without them realising. We all know that we need to eat more healthily.
Circular Edge
JANUARY 24, 2018
One of the first things I noticed upon joining Circular Edge last year is our leadership’s contagious passion for going above and beyond to support the happiness and success of our team and our customers. It is this genuine care for one another that serves as our mission: to remain a positive, happy and flexible work environment made up of brilliant resources who strive to develop new skills while always delivering quality results and innovative solutions to our customers.
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
JANUARY 24, 2018
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently focusing on … Continue reading → The post Improvements Must Be Ongoing appeared first on Brad Cleveland.
Brad Cleveland Blog
JANUARY 24, 2018
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently focusing on the things that matter most.
Brad Cleveland Blog
JANUARY 24, 2018
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently focusing on the things that matter most.
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