Mon.Mar 11, 2019

Why is Evaluating a Crucial Part of Quality Assurance?


A good quality assurance program is built on evaluations. HR Management for CX Customer Experience CX Culture

Let The Data Be Your Muse


Some days, it feels like there really isn’t anything new you can sort out about your audience – and those are the days you are mistaken. If you allow the data to inspire your efforts, you’ll find the opposite to be true.

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Stop Ignoring the Impact AI Can Have on Your Business TODAY


With all the hype and promised potential of AI , how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, 2050? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves. I recently upgraded my phone.

#NoAgents: The Future of Customer Service in B2B Software


What’s that? No more customer service agents? Hang on—what are we saying exactly? Obviously we love our customer service reps, so we’re definitely not suggesting you get rid of them.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Benefits of Using QR Codes in Surveys: Part 2 of 2


QR Codes on Receipt-Based Invitations Increase Response Rate For over five years, a MaritzCX client in the shipping industry used a receipt-based online survey to measure the customer’s retail experience.

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More Trending

10 SMS Survey Best Practices


SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. They’re also great if you need to follow up on a phone call or an in-person interaction. Although I doubt you need more convincing, here are some stats on why you should use SMS as a customer feedback channel: SMS has a response rate that’s 7.5x greater than email. More than 50% of customers prefer contacting support through text messaging compared to other channels.

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Debriefing My Qualtrics X4 Experience

Experience Matters

Last week I joined more than 10,000 XM enthusiasts at the Qualtrics X4 Summit in Salt Lake City. This was my fourth X4, and the first one since joining Qualtrics. I really enjoyed seeing old friends and meeting many new ones. We have some really awesome clients! My head is still spinning from the amazing event.

5 ways leaders can increase a culture of trust

Integrity Solutions

What are you doing every day to strengthen the culture of trust with your employees and customers? In our recent sales coaching research , 76% of the firms told us coaching is a critical driver of success.

How Storytelling Has Emerged as a Force in Marketing


Storytelling is the medium through which cultures grow and thrive. From a modern branding perspective, successful storytelling acts as an emotional glue, creating a loyal audience and engaging new customers. Some of the most iconic brands in history are great ‘story brands’.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

An Uplifting Story: The “Luggage Boy” and his Zipper Dance

Up Your Service

The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers.

5 Top Customer Service Articles for the Week of March 11, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover.

4 customer onboarding metrics that SaaS companies should measure!


Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics?

Create the Love…Talk to Your Customers

CSM Magazine

Why wouldn’t you love your customers? They’re keeping you in business. It’s up to you to set the stage for some powerful long-term successful relationships by simply… showing some love.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Relying on Job Titles for Your Professional Development Trajectory?

One Millimeter Mindset

How often do you rely on the job titles listed on resumes to propel your professional development trajectory? These job titles do not necessarily speak for themselves. First, job titles indicate (or at least should) a steady progression on increased responsibility and functional performance.

Invite respondents automatically via SFTP


Sending survey invites via email by uploading CSV files is one of the easiest ways of sending bulk invitations. However, some people can catch themselves importing CSV files over and over and over again for the same survey. Are you one of those people? Well then, you might consider integrating Enalyzer with your SFTP (Safe File Transfer Protocol) server to automate the process and save time. Automate, automate, automate.

New $11MM Funding Round for Stella Connect


This is an exciting day for StellaService as we announce the closing of an $11MM funding round for Stella Connect, and the sale of Stella Pulse to PowerReviews. All major […]. The post New $11MM Funding Round for Stella Connect appeared first on Stella Connect. Agent Engagement stella connect

From Bills to Balances, Banking Customers Make Digital Part of their Lives


Money management is on our minds—it’s also on our phones, tablets, and laptops. Data from the latest Digital Experience Index from Verint ForeSee shows that banking customers* love the convenience. Banking CX Best Practices Financial Services Research & CX Data ROI of CX

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Birchbox Drives Customer Satisfaction With Stella Connect Service Recovery


Birchbox is a retailer that delivers personalized monthly boxes of makeup, haircare and skincare samples. As a subscription business, delivering best-in-class customer service is a top priority for Birchbox, which […].

Combine Switching Costs and CX Metrics To Get Hign Impact Insights

Middlesex Consulting

Recently, I read a fascinating article, “CX Metrics Aren’t Customer-Centric, But Should Be. Learn How” by Peter Fader and Sarah E. The authors show how combining customer switching costs with CX metrics and then looking at the results on a customer-by-customer basis through the lens of customer lifetime value (CLV) will result in meaningful insights […]. The post Combine Switching Costs and CX Metrics To Get Hign Impact Insights appeared first on Middlesex Consulting.

AI IRL Podcast Episode 10: Using New AI to Solve Old HR Problems


Subscribe via iTunes , Spotify and more. You may not think of your Human Resources department as a center of innovation but HR is using tools like AI to focus on how to develop people, acquire new talent, and other ways to better engage with employees.

Landing Page vs Homepage: Must-know Pro Tips for B2B Success


To the average consumer a landing page and a homepage may seem like the same thing, but the only thing they have in common is that your prospects may visit them. during their B2B marketing journey with you. Besides that, the structure, use and location of a landing pages is massively different from a homepage.To […]. The post Landing Page vs Homepage: Must-know Pro Tips for B2B Success appeared first on Genroe. General PP: B2B Marketing

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A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Provide Seamless Customer Support With the Help of Technology

CSM Magazine

Imagine a world without technology. The ease and convenience we enjoy today would be a fantasy. Businesses are thriving and defiling geographical boundaries because of it. One area that has enjoyed enormous benefits of technology is customer service.

How Contact Center Downtime Affects Employee Performance


Do you know how contact center downtime affects employee performance in your organization? In today’s blog, we’re going to explore what happens to things like frontline engagement, productivity and trust when the contact center experiences an outage. It’s all part of ongoing series where we’re revealing the costly impact of downtime. You can learn more about the financial costs by reading last week’s blog.

How to Launch a Knowledge Management System (KMS)

CSM Magazine

Success in business today is becoming more dependent on a company’s ability to acquire, manage and utilize important information that is relative to their products, services, vendors, competitors, customers and potential customers.

Great Key Account Management Resources, Coaches and Training Programs to Consider If You Want to Up Your Game


It doesn’t matter if you’ve been a key account manager for a decade or two or are new on the job; everyone can improve. Improving your key account management game and taking it to the next level means that you are up to date with the latest trends in Customer Success or Account Management, and you’re trying new strategies and approaches for your key accounts to see what works and what doesn’t.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.