InMoment XI
DECEMBER 12, 2017
Overview For more than 160 years, Anheuser-Busch (A-B) and its world-class brewmasters have carried on a legacy of brewing America’s most popular beers. Starting with the finest ingredients sourced from Anheuser-Busch’s family of growers, every batch is crafted using the same exacting standards and time-honored traditions passed down through generations of proud Anheuser-Busch brewmasters and.
Centriam Customer Experience Lab
DECEMBER 12, 2017
Using conclusions drawn from Centriam’s 2017 Retail Study, we have proposed areas of focus to enhance customer experience for two common NPS objectives.
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CX Accelerator
DECEMBER 12, 2017
How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.
CloudCherry
DECEMBER 12, 2017
Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. Deborah Eastman , who has held leadership positions in various functions such as sales, marketing, and professional services, will help inform CloudCherry’s Go-To-Market strategy in the US, and help amplify their rapidly growing presence & competitive differentiation.
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.
CX Accelerator
DECEMBER 12, 2017
How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Truthlab
DECEMBER 12, 2017
Reading Time: 2 minutes CX is not a department or a discipline. It’s religion. And that means you have to have believers from top to bottom and across every function. Here are a few things you need to make customer experience a serious focus of your organization: Get buy-in from above: If executives don’t understand how the customer journey […].
PeopleMetrics
DECEMBER 12, 2017
“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. Not quite. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. CRMs tell you what is happening (prospect & customer contact information, what they bought, when they bought it, how much was spent, size of their company, etc.); while
ShepHyken
DECEMBER 12, 2017
Know Your Customers. Understand Your Customers. Keep Your Customers. . Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs. How are you using Artificial Intelligence to better understand your customers? Shep Hyken interviews Shannon Bell, digital intelligence expert, discussing the importance of integrating AI into business and how it benefits the customers and the company long-term. <span data-mce-type=”bookmark” style=”di
Influitive
DECEMBER 12, 2017
Before you buy a new laptop or smartphone, what’s the first thing you do? If you’re like most people, you Google it and see what people have to say about different models online. These online reviews are usually seen as the best source of unbiased information. After all, why would reviewers be anything but brutally.
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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.
Up Your Service
DECEMBER 12, 2017
In a previous article, we explored the difference between Perception Points vs. Process Points in Service Delivery. Focusing on process improvement is a key strategy for business success. What started as an initiative in manufacturing is now seen in many service industries as well. And as technology is increasingly present in the delivery of service, these process improvements will continue.
Amity
DECEMBER 12, 2017
The day-to-day life of Customer Success professionals can get pretty hectic. It can be challenging to set time aside specifically for continued learning and to keep up with new trends. As things slow down in December, it’s the perfect occasion to get out of the trenches and catch up on the trends you might have missed. The playlist below takes you through key questions Customer Success teams face.
Beyond Philosophy
DECEMBER 12, 2017
Episode Zero – Colin Shaw discusses what you can expect from The Intuitive Customer podcast. Colin outlines in very understandable way, how behavioral economics and psychology fundamentally influences your customers experience and how you can use these to improve your customer loyalty and customer retention. The post 0: The Intuitive Customer Episode Zero appeared first on.
Provide Support
DECEMBER 12, 2017
5 Ways Big Data Will Improve Customer Service. In the abundance of more or less similar products, customer service has become by far the most influential brand differentiator these days. According to the recent study, almost 90% of buyers are ready to pay more for a better customer experience, which proves the importance of this aspect of the business.
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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.
ClearAction
DECEMBER 12, 2017
Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! Reality Maps help your project teams learn about end-to-end customer experience and pain points in a storyboard format, with an eye toward future innovation.
Topdown
DECEMBER 12, 2017
What’s your strategy for transitioning your enterprise digital experience (DX) architecture into the future? As technology evolves, do you plan to do a “rip and replace” — dump all your legacy software and replace it with the latest-and-greatest? Probably not. Given the size of your legacy architecture (~75% of the average IT budget), that’s just not a practical or feasible approach for most organizations.
ClearAction
DECEMBER 12, 2017
Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors.
Alliance by IFS
DECEMBER 12, 2017
Did you know that for every 7 field technicians who retire, there are only 3 to replace them? As many service-driven companies know all too well, there is a global talent war being waged for the next generation of field technicians. In fact, an astounding 70% of companies will face a field service talent deficit in the coming 10 years. Your challenge is compounded by the fact that WHO you are hiring is different in 2 ways: Millennials are very different than field engineers of past generations.
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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
DECEMBER 12, 2017
Looking for ways to supercharge your search performance and boost your company’s SEO rankings? While you can’t strictly control where your business appears on search engine results pages (SERPs), you can apply industry best practices in order to influence your search rankings. One such practice is actively managing your online reviews. Impact of Online Reviews on SEO. 83 percent of marketers and SEO professionals believe that managing online reviews “absolutely” delivers good ROI.
InMoment XI
DECEMBER 12, 2017
Overview For more than 160 years, Anheuser-Busch (A-B) and its world-class brewmasters have carried on a legacy of brewing America’s most popular beers. Starting with the finest ingredients sourced from Anheuser-Busch’s family of growers, every batch is crafted using the same exacting standards and time-honored traditions passed down through generations of proud Anheuser-Busch brewmasters and.
ClientSuccess
DECEMBER 12, 2017
Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. It’s a difficult, albeit optional, stage of a customer lifecycle for both the customer and the solution provider. Obviously the best way to deal with customer churn is to avoid it altogether by putting proactive steps in place, but attrition is never 100% avoidable.
Forcivity Salesforce
DECEMBER 12, 2017
As a service business owner or operator, you’re juggling many variables daily. Fundamentally, you must focus on serving your customers with excellence, and one way to accomplish this is to recruit the best staff in the industry. However, there is one challenge. According to Aberdeen, field service organizations identified.
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.
CXApp
DECEMBER 12, 2017
With each generation comes a remapping of the workplace or the modernization of business. Gen X’ers, for example, were known for their work ethic, fighting the good fight, and all-around dedication to what they believed in. Then came the Millennials, with a large focus on social communities, networking, and collaboration through technology. Today, we have the Gen Z’ers, who are now (or soon will be) entering the workforce and who will also foster a season of change.
Quadient
DECEMBER 12, 2017
As we get ready to close 2017 and concentrate on 2018, it makes sense to pause and reflect on the year. There are some lessons to be learned. There are some lessons that we haven’t learned yet. There are also some opportunities to celebrate a bit.
CXApp
DECEMBER 12, 2017
With each generation comes a remapping of the workplace or the modernization of business. Gen X’ers, for example, were known for their work ethic, fighting the good fight, and all-around dedication to what they believed in. Then came the Millennials, with a large focus on social communities, networking, and collaboration through technology. Today, we have the Gen Z’ers, who are now (or soon will be) entering the workforce and who will also foster a season of change.
Talkdesk
DECEMBER 12, 2017
You may have heard that Google has begun the process of deprecating their Chrome Apps, starting first by shutting down the Chrome Web Store. At this point, apps downloaded from the web store can still be used, but they will be fully removed from Chrome at an undetermined time in Q1 2018. We’ve been aware of these plans for some time, and the implications for teams still using our Chrome Callbar.
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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.
CXApp
DECEMBER 12, 2017
With each generation comes a remapping of the workplace or the modernization of business. Gen X’ers, for example, were known for their work ethic, fighting the good fight, and all-around dedication to what they believed in. Then came the Millennials, with a large focus on social communities, networking, and collaboration through technology. Today, we have the Gen Z’ers, who are now (or soon will be) entering the workforce and who will also foster a season of change.
Grade.us
DECEMBER 12, 2017
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Verint
DECEMBER 12, 2017
In an age where we all seek to do more with less—and do it better—it seems there’s always an opportunity to use the latest enhancements in technology to help. Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that embrace automation can potentially leapfrog their competitors and dramatically improve how work is done in their contact centers.
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