Uniphore
AUGUST 16, 2018
Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions. Because they have a deep understanding of the technology stack, and thus for the people using it, they are more aware than most of those who may be replaced by robots.
Customer Bliss
AUGUST 16, 2018
On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. We chat about his progression from running a call center to becoming a CCO, and the work he’s done to get employees and leaders to view B2B operations as more than just a sales approach, but as an overall customer experience journey.
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ProProfs Chat
AUGUST 16, 2018
Offering a delightful customer service has become the lifeblood of the businesses all over the world. Success of any business is directly proportional to its customer experience. Did you know 60% of the organizations consider customer service as their top most priority ? A good customer experience often leads to customer retention. Do you always find yourself wondering why your business is unable to retain customers, despite selling a decent product in the market?
InMoment XI
AUGUST 16, 2018
This is an article written by MaritzCX for the purpose of examining survey behaviors through data analysis, where the connections are illustrated. Debunking the Myths While much of what we do is evidence-based, we have had a persistent belief that respondents are more likely to complete surveys on “Magic Tuesday.” Over the years, MaritzCX has. 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.
GetFeedback
AUGUST 16, 2018
Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
AUGUST 16, 2018
How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.
Beyond Philosophy
AUGUST 16, 2018
A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me.
GetFeedback
AUGUST 16, 2018
How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.
CX Accelerator
AUGUST 16, 2018
Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated. Our wonderful members have shaped it into a fountain of knowledge and encouragement.
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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.
IntouchInsight
AUGUST 16, 2018
Christopher Rios, CX Executive Search Leader shares how and why he builds his recruiting practice around customer experience.
Michelli Experience
AUGUST 16, 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. ++ Want to receive exclusive content on how you can deliver extraordinary, memorable, and profitable experiences?
SaleMove
AUGUST 16, 2018
Engaging in online sales without built-in, comprehensive support is a lot like opening a brick-and-mortar store without floor staff. No one’s available to help find a product, explain features or help in choosing between options. It’s an experience that usually requires customers to be independently resourceful, educated and committed beyond reason to a brand, product or service.
ReviewTrackers
AUGUST 16, 2018
Earlier this month, Facebook rolled out a series of visual changes and feature tweaks to local business Pages. A major part of Facebook’s latest update is the departure from traditional customer reviews and ratings and the introduction of “Recommendations.”. Facebook Recommendations. For years, local business Pages on Facebook were able to feature customer ratings and reviews.
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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,
Northridge Group
AUGUST 16, 2018
An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner. Forecasting call volume and determining staffing needs are becoming more complicated due to the multiple channels that are now available for customer service.
Second to None
AUGUST 16, 2018
Creating an excellent Customer Experience has become a major differentiator across most industries, but is especially impactful in the financial services space. Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. To truly separate your banking brand from the competition requires a customer-centric , omnichannel approach.
Helen Dewdney
AUGUST 16, 2018
Like your deliveries? But like them hot and on time?! Well, you are legally entitled! Consumer Rights Act 2015 says services must be carried out with reasonable skill and care. Tasty solutions for food delivery troubles gives you more information about your rights and what to do when you have a problem with your delivery. The below is a template you can use when complaining about the delivery which should get you results!
One Millimeter Mindset
AUGUST 16, 2018
We throw around our job title or professional degree like confetti at a New Year’s celebration. These labels are our standard responses to the question: “So, what do you do?” Which, in turn, is thrown out there like a jump ball at meetings and social gatherings. First, does the person we are speaking to understand what our job title or professional degree “means”?
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.
Inbenta
AUGUST 16, 2018
By now, we’ve learned well that chatbots wield the power to radically bridge businesses and consumers through scalable conversations. Instead of the one-way efforts of traditional marketing, the limited bandwidth and knowledge of a salesperson, and the time-consuming process of standing in for your purchase to be processed by a cashier, chatbots mold all of these steps onto one platform, in one conversation.
Magellan Solutions
AUGUST 16, 2018
Starting an online business can be risky. But if you have the right tools like digital marketing services, you’ll definitely be on your way to success. For the big online retailers like Amazon and Lazada, surviving is easy because they have established their name in the market. People are familiar with their service and can recognize them easily. On the other hand, for individuals starting an online business or a small start-up company, seeing an increase in customers and sales without some know
LiveChat
AUGUST 16, 2018
Every time I sit down to write this post, I’m distracted by a message from my colleague about this thing I need to hear, a notification about the package that came, or a bot scaring me about the debt on my food credit card. My food card debt. Who is responsible for all of this fuss? Slack, of course. The salvation for all IT companies working remotely and big teams communicating on a daily basis.
Happy or Not
AUGUST 16, 2018
New Zealand Aviation Security Service (AVSEC), the official provider of aviation security services in New Zealand, operating at all of the major airports, implemented the HappyOrNot service at all five locations they serve nationally across both domestic and international terminals. The launch of the globally-recognized Smiley Terminals comes as part of their continuous improvement initiative. […].
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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.
Playvox
AUGUST 16, 2018
More people are working remotely than ever, thanks to the proliferation of online productivity and communication tools. In 2016, 43 percent of employed adults in the USA claimed to spend at least some of their time working remotely. This was a four percent increase from 2012, and the figures are expected to keep rising in years to come. If you have a team of remote call center agents, managing them efficiently can be a little more difficult than an in-house department.
UJET
AUGUST 16, 2018
UJET brings home bronze with a Stevie for Tech Startup of the Year – Software.
inmoment
AUGUST 16, 2018
Becoming customer-centric doesn’t just happen. It begins with a vision which, over time, becomes a fully-immersive reason for and way of doing business. It’s more than an initiative—it’s a business discipline—a way of life within a brand. Here are five key areas that serve as building blocks for infusing customer centricity into your brand. Vision: A vision is not simply a mission statement; it should specifically tie to your brand’s promise and guiding values.
PK
AUGUST 16, 2018
Simply put, Loyalty is important. It is a collection of attitudes aligned with purchase behaviors that favor one business among competing businesses. But it is so much more. Loyalty is comprised of a constellation of concepts, the Customer Ecosystem, that come together to influence a customer, but it also has a huge impact on business outcomes for our clients.
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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?
Merkle
AUGUST 16, 2018
Data analytics can be an incredibly powerful tool for businesses of all sizes, but despite the numerous benefits when it’s done correctly, there can still be people within an organisation who are unsure of its merits. A new article for ITProPortal looked at what you can do to help other people in your firm trust data analysts and the insights they can provide.
Quadient
AUGUST 16, 2018
As consumers, we are often the victims of digital processes that break down when they hit the physical world. This weekend, we pre-ordered tickets for a show and arrived at the venue just before it was about to start. Unfortunately, the online process was not fully digital – it required the output of paper tickets in order for us to hand over to the attendant and enter the show.
Oracle
AUGUST 16, 2018
If you’re responsible for deriving more value from your customer or client experience (CX) initiative, or you oversee those who are, this article is for you. Over the past few months, I’ve been working with a few new clients who are looking to focus on their customer service experience, and I’ve come to an important realization. WE CAN ALL BE DOING MUCH MORE WITH CX!
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