Thu.Nov 07, 2019

Ideas are Your Fuel for an Improved CX

Heart of the Customer

Think about the last time you lead brainstorming to improve your customer experience (CX). Did you give people Post-It Notes and have them shout out ideas while they put them on the wall? Doing that is a ton of fun. But it’s also a terrible way to develop ideas. So, stop doing it.

How to Identify At-Risk Customers and What to Do About it


In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing.

6 ways to improve your Customer Experience Dashboards


A great Customer Experience dashboard is so much more than just pretty charts. Voice of the Customer

How to Earn Customer Loyalty and Maximize Employee Retention With A Unique People-First Culture Strategy

Michel Falcon Experience

Loyalty is hard to understand and even harder to achieve. For me, I can only think of two brands I’m truly loyal to, Nike and SWAT Health (my gym). And, when I say loyal, I actually am. I don’t wear Adidas anymore. In fact, I gave away my Ultra Boosts because I only align myself with Nike.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

5 Ways to Win in the Visual Economy


It’s been stated that customer experience is the new brand, but what about the visual customer experience? Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. And we’ve extended these expectations to eCommerce. We call this new reality “ the visual economy ,” and in it, product imagery and interaction along the purchase journey is as important to consumers as the product itself.

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Twin Cities Business Journal 2019 Chief Financial Officer (CFO) of the Year—Calabrio’s Jenny Kray


It came as no surprise to me when the Twin Cities Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long!

4 Ways to Define Your 5G Customer Experience (Before a Competitor Does It for You)

Think Customers

The next generation of cellular networks—also known as 5G—is set to greatly enhance the speed, connections, and responsiveness of wireless devices. So, what does that mean for the customer experience? Given that the average U.S.

How to Write to Customers

CSM Magazine

As a customer service representative, you need a lot of patience to deal with the huge amount of responses you send each day. Every response you send matters because your email has an impact on how the customer views your company.

Add text analytics to your marketing strategy


Working within the CustomerCount reporting system, Keatext allows our clients to ask those free open-text, unstructured questions and then isolates and identifies patterns and themes. Continue reading → The post Add text analytics to your marketing strategy appeared first on CustomerCount.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

3 Customer Churn Prediction Strategies for Your CSM Team


Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate.

Talkdesk Hits 500 Customer Reviews on Salesforce AppExchange


Since 2011 Talkdesk’s mission has been to empower companies to continuously improve customer experience. With enterprise-class performance and consumer-like experience, Talkdesk allows companies to adapt their contact centers to the evolving needs of their customers.

Using Social Media Insights to Boost Your Marketing Strategy


Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. But how does this look? At Social Media Week, NetBase was joined by industry leaders from L’Oréal UKI, McCann and Huawei to answer just that!

Omnichannel versus Opti-channel: The evolution of customer contact channels


This day in age, with consumers more connected than ever, there is a big opportunity to leverage communication between brands and customers to drive business. Specifically, brands should place a big focus on channels, which can include voice, text, chat, smart speakers, and more.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Great Things Happen When You Listen to Your Customers


To be honest, last week’s CAB was more of a limousine. Judging by the upscale atmosphere, great food, sophisticated company, and number of participants, there was no way it could all have happened in a “cab”! Yet, it did, when Optimove’s fourth annual Customer Advisory Board (CAB) meetup took place in Tel Aviv earlier this month.

MaritzCX Customer Experience Platform to Accelerate Subaru’s CX Program Delivery and ROI


New Client Highlight: Subaru Canada Does a Thorough Evaluation of Their Experience Management Platform After a competitive internal review and third-party evaluation at Subaru, the MaritzCX Platform defeated four challenger solutions to become Subaru Canada’s experience management solution.

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Smart Home for the Holidays: IoT and the Customer Journey


Customers continue to generate more data than ever. This makes it difficult to separate signal, like customer preferences or needs, from the noise of irrelevant activities. As new technologies enter mainstream use, this data challenge will only increase.

How to Create a Bank Statement Template: Your Step-By-Step Guide


Increasing workplace efficiency is no easy feat in the first place. It’s essential that you’re strategic at every level of operations to prioritize productivity. When it comes to your banking statements, there’s no exception.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

XM Versus BI: No Real Comparison

Experience Matters

Experience Management (XM) is a discipline for driving insightful actions across an organization, while BI is a reporting tool. The post XM Versus BI: No Real Comparison appeared first on Experience Matters. Customer experience XM - Experience Management

5 Marketing Tips On the Fly From the Marketing Pros

Smarter CX

In partnership with Convince and Convert , Oracle Marketing Cloud is introducing “On the Fly”—a new video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts, delivered while they are on the road, at the airport, or otherwise on-the-go. Here are 5 marketing tips from the marketing pros as derived from the series. To view the full video series, check out the YouTube playlist. Tip #1: Zig when everyone else zags.

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Erika Hall Knows How to Fix Your Design Process (But You’re Probably Not Going to Like It)

dscout People Nerds

The Mule Design co-founder and Just Enough Research author on why doing good research scares us, experience design is a misnomer, and real creativity requires logging off

Forrester Publishes NPS Benchmarks For 260 Brands In 16 Industries

Forrester's Customer Insights

Forrester has been measuring Net Promoter Score (NPS)* for four years as a part of our annual CX Index survey. Because customer experience (CX) pros have been asking how their firm’s NPS compares to other firms’ scores and what “good” is, we decided to publish our NPS data for the first time.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

4 Marketing Tweaks That Will Help You Get More Reviews

In marketing, small, subtle tweaks can have a big impact. For example, a tiny change to a headline can increase conversion rates by leaps and bounds. The same is true for gathering reviews. The review space is competitive. There are companies with over 5,000 reviews and counting.

Digitally Transform Your Customer Experience at Dreamforce 2019 with UJET


As one of the most widely used customer relationship management platforms (CRM), Salesforce empowers brands to manage customers with a wide selection of tools and products.