Alida
JUNE 28, 2019
Established in 1980, Manulife Singapore provides insurance, retirement, and wealth management solutions to meet the financial needs of customers across various stages of their lives. Their mission is: Decisions made easier. Lives made better.
NICE inContact
JUNE 28, 2019
Wouldn’t it be great if there was one single, relatively simple thing brands could do to motivate customers to stay loyal and spend more over the long-term? Talk about a silver bullet. There is a way that brands can encourage loyalty with demonstrable results: Make customers feel good — again and again. Customer decision-making and motivation — how customers act and why — is at the core of customer experience.
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Customer Bliss
JUNE 28, 2019
As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation and Allison Pickens of Gainsight. Both women became CCOs of their companies during a time where no formal CX work had been instituted.
InMoment XI
JUNE 28, 2019
The information in this article was originally shared in the MaritzCX webinar, Mobilize Me! Click here to listen to the webinar now. New 2019 Research Reveals the Preferences of Mobile Survey Respondents Did you know that over 60% of respondents in a standard CX survey are completing the survey on a mobile device? That means. View Article.
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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.
Beyond Philosophy
JUNE 28, 2019
How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze? Objectively, you might say the silver medalists because, after all, they came in second and the other competitor was third. Objectively, the silver medalists had a better outcome and should be happier.
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
JUNE 28, 2019
I get surprised sometimes by how many qualifications and degrees people list at the end of their name. Some of them might go on for half an hour! I find myself wondering why they want me to know all that. However, I often refer to the fact that LinkedIn recognizes me as one of the top 150 business influencers. I am proud of that. It occurred to me that it is the same thing.
Alliance by IFS
JUNE 28, 2019
Astea Partners with YASH Technologies to Help Service Providers Derive Maximum Value from the Alliance Enterprise™ Solution. YASH will drive implementation and adoption of Astea’s integrated solutions for field service management throughout North America. HORSHAM, PA (May 27, 2019) — Astea International Inc., a leading global provider of field service mobile solutions and service management software, proudly announces YASH Technologies is joining its solution implementation partner network.
CSM Magazine
JUNE 28, 2019
Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem. Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life. 1.
ProProfs Chat
JUNE 28, 2019
Customer journey mapping has become such a buzzword in business that 34% of companies are already implementing it into their customer service. However, the idea behind mapping the customer journey is quite intuitive. It’s an abstract thing that helps you visualize how customers are converting. While innovative at the time the idea was introduced, the sales funnel has changed a lot with technology.
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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.
Bizagi
JUNE 28, 2019
While the majority of manufacturing executives acknowledge the importance of digital transformation, only 5% are satisfied with their current digital strategies. With the advent of Industry 4.0, it’s more important than ever for organizations to learn from their peers. Intelligent automation initiatives are helping to create smart factories and introducing intelligence to manufacturer’s production lines and supply chains.
Provide Support
JUNE 28, 2019
Whenever your customers contact you they can share their ideas and offer suggestions. This information is valuable both for business development and customer experience improvement. Your customers show your flaws and suggest where you need to work harder to bring your products or services to perfection. In fact, according to Microsoft research 52% of people around the globe believe that companies need to take action on feedback provided by their customers.
delighted
JUNE 28, 2019
Net Promoter Score (NPS) is a key indicator of customer satisfaction, as well as a strong predictor of future growth. To improve your customer experience (CX), having the right tools to get you the information you need about the people who shop with you is essential. As Cassie Layton, Head of Marketing at Happy Returns , says: “The NPS program is the most immediate and comprehensive ‘eyes and ears’ we have for understanding customer satisfaction.”.
Chadwick Martin Bailey
JUNE 28, 2019
You know it’s time for a new segmentation when significant category disruption is occurring. A successful category segmentation does more than pinpoint your primary and secondary target customers. It helps you and your stakeholders understand how disruption shifts customer beliefs, motivations, and behaviors related to purchase and usage. Common category disruptors: A new competitor is shaking up the category or maybe it’s you entering a new category.
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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,
Dapresy
JUNE 28, 2019
Customer CX expectations present a growing problem for Market Research Agencies. So, you need a Customer Experience reporting solution that fits your needs – but what should you be looking for? The market is crowded with a huge range of Customer Feedback Management platforms, offering a dizzying array of functionality. However, when it comes to the needs of market research agencies, it’s as much about what you don’t need, as what you do.
ChurnZero
JUNE 28, 2019
4 Customer Success Lessons That You Can Learn From Playing Tetris. I’ve never considered myself a gamer. While Guitar Hero was a part of my life growing up – though I never really nailed those solos – my video game consoles have mostly gone unused. Our time has never been more valuable, and between all of our personal and professional engagements, it can be hard to partake in leisurely activities like gaming.
Advantage Communications
JUNE 28, 2019
We live in an immediate world, where almost everything we want is at the click of our fingertips - and the customers of your business are no different. Customers want fast and efficient customer service , with the least amount of effort involved. If your customer service team is unable to deliver the desired assistance, one of the key signs that you are falling short will be that your company is receiving too many repeat complaints and phone calls from the same customers.
NetBase
JUNE 28, 2019
With summer just kicking off, we couldn’t think of a better way to spend our time than in London with hundreds of our favorite people! We hosted our latest NetBase LIVE London on 19-20 June and attracted quite a crowd, with over 150 social media experts, enabling us to spend two fast-paced, insight-packed days with brands, agencies, customers and prospects.
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.
Oracle
JUNE 28, 2019
This summer, give your eyes some rest from the glare of your computer and smartphone screens. Studies have shown that when humans venture out into nature: Moods improve—the outdoors reduce anxiety, stress, and depression. We feel restored— our mental performance improves. We socialize more. We get better sleep. With longer days, the time has never been better to step into new, off-screen habits and routines.
Talkdesk
JUNE 28, 2019
You spend a lot of time with your coworkers, sometimes more than with your family, so why not count them as friends? Having friends at work has been shown to increase employee engagement, performance, confidence in employees’ work abilities, and more. With all these reasons, it’s clear why being friends with your coworkers is a good thing. Here are five simple ways you can start elevating your workplace friendships. . 1.
GlowTouch
JUNE 28, 2019
Mangalore Company Earns Best Software Exporter Award for Ninth Time. For more information, contact GlowTouch at 502 410 1732. June, 2019 (Mangaluru, Karnataka) – Mangaluru, Karnataka, June 2019—GlowTouch, a Business Process (BPO) company providing contact center, process, and IT outsourcing solutions, was honored by the Export Awards Committee of the Federation of Karnataka Chambers of Commerce & Industry (FKCCI) organization.
Daniel Group
JUNE 28, 2019
Welcome to Success Strategies. Has a manager, employee, or even the CFO ever asked, “when is the company going to stop gathering customer feedback?” Underlying this question is the assumption that once you find out what a customer wants at a certain point in time is all that is needed. But customer needs are always changing, so the need to stay up with these needs is ever present.
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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.
inmoment
JUNE 28, 2019
What do you think of when you hear “radical innovation?” When you look past the buzzwords, you’ll find an idea that is at the heart of technology—the idea that humans can create something that breaks the mold and changes the way we complete tasks in everyday life. . The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space.
Daniel Group
JUNE 28, 2019
You may already know only 10% of an iceberg sits above water, while 90% is under water, hidden from view. But did you also know customer experience has similar proportions? In the normal flow of business, your company sees only the direct contacts your customers make with you: visits to your website, calls to sales and customer support, etc. That’s the visible 10%.
InMoment XI
JUNE 28, 2019
Use Customer Experience Data to Enable Success The quality of the Customer Experience (CX) is an important variable impacting the overall success of an organization. According to the Gartner Customer Experience in Marketing Survey, more than two-thirds of marketers say their companies compete mostly on the basis of customer experience, and 81% say that in.
Daniel Group
JUNE 28, 2019
I serve on the Board of Directors of a commercial construction company. At our last meeting, we had a discussion about the increasing competitiveness of the industry and what strategies might be appropriate to differentiate further the company. Management was talking about the increasing trend where a commercial construction company is viewed as a commodity.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
CSM Magazine
JUNE 28, 2019
In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. There’s the traditional phone call, email, messaging, instant chat, social channels like Twitter and Facebook, and many more.
InnerTrends
JUNE 28, 2019
How many of your customers pay without experiencing your value proposition? They will be the first to churn! Today I’ll be talking about how to get more people to reach your product goals. Product goals. When I’m saying product goals I’m referring to goals such as: paying for the product, inviting the whole team to use the product, or completing a number of successful events within the application.
VDS
JUNE 28, 2019
5 Reasons to Launch Your Contact Center to the Cloud. As the primary point of interaction between your business and your customers, a contact center is often the heartbeat of an organization. Switching to a cloud contact center offers businesses of all sizes significant benefits, including newfound flexibility, new and often better cost structures, and a competitive advantage when it comes to cost, speed, and accessibility.
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