Mon.Nov 26, 2018

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What’s All This About X- And O-Data?

Experience Matters

You might have heard Qualtrics discussing X-data (experience data) and O-data (operational data), and wondered, should we care? The answer is yes, and here’s why. Let’s start with a basic premise that no individual experience exists in a vacuum. People form their opinions about any experience based on a collection of different factors. The more we can understand those factors, the better we can extrapolate the insights about a single personal experience to form a deeper understanding

Data 264
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The Death of ‘Delighting the Customer’

Topdown

As customer communications professionals, we have spent decades trying to “delight the customer.” Somehow, going above and beyond to create a “WOW” moment for the customer became conventional wisdom and accepted practice. Organizations recorded these moments through customer feedback and viewed them as a way to foster loyalty and build a positive ROI.

ROI 54
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Data: The Most Essential Ingredient for an AI-Driven Experience Strategy

Hero Digital

Artificial intelligence (AI) in pop culture often imagines a futuristic world in which every car is self-driving and every home has a robot butler. The advertising industry has been applying machine learning (ML) in a more practical way. We’ve become fairly sophisticated with ML-driven programmatic digital ad buying and chatbots now guide customers to their goals from conversations.

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Where Does the Next Customer Service Superstar Come From?

Steve DiGioia

This original article was written by Steve DiGioia. Here are two questions for you. 1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider? I was thinking back to my daughter’s high school awards ceremony. She, as well as over 100 other students, were being recognized for their athletic and academic achievements.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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The Pros and Cons of Contact Center Outsourcing

NICE inContact

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. First generation ACDs (Automatic Call Distributors) plus significant global telephony and Internet build-outs of the dot-com age made this technically feasible.

More Trending

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What does your attitude convey to customers?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life.

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Cyber Monday Sale on 2019 Bootcamps

Kerry Bodine

We hope you’ll join us in one of these fun locations next year for our two-day customer journey mapping bootcamps: January 30 & 31 in San Francisco : Our signature journey mapping bootcamp, which one recent attendee called “an MBA on steroids”. May 15 & 16 in Chicago : Our newest workshop on journey mapping and facilitation, which will prepare you to run successful customer research sessions.

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Customer Happiness and the Problem of Choice

Beyond Philosophy

My local diner has a menu that looks like a spiral-bound book. “Breakfast served all day!” it says, before presenting me with four pages of breakfast fare, then another six that seem to span the globe. Fried chicken and waffles. Burritos. Spaghetti and meatballs. On a recent visit, I planned on having a sandwich, but the menu gave me pause. Maybe I really wanted breakfast.

Ecommerce 109
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4 Ways Virtual Reality Apps Are Shaping the Holiday Shopping Season

Oracle

Virtual reality (VR) apps are adding flare to the way shoppers make purchases this holiday season. Retailers are rolling out VR in a variety of use cases, from VR-powered shopping to training seasonal staff. Many VR initiatives are still nascent, but consumers are eager for more. According to eMarketer Retail , 42% of customers feel that emerging technologies like VR improve the customer experience.

Retail 93
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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5 Top Customer Service Articles for the Week of November 26, 2018

ShepHyken

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. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. (Forbes) There’s a lot of buzz about employee engagement these days.

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The DNA of CX Innovation

Think Customers

Innovating around the customer experience is one of the few ways that companies today can stay ahead of competitors and disruptive forces. But what does it take to truly drive successful innovation? To find out, we asked analysts and industry experts to deconstruct the DNA of innovative customer experiences. Here are the insights, lessons, and cautionary tales that they shared.

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Customer Retention Strategy or Customer Churn Strategy?

One Millimeter Mindset

Ever think that your organization’s or association’s customer retention strategy may actually function as a customer churn strategy? First, assuming that you have a customer retention strategy in place, when is the last time you did a forensic analysis of strategy effectiveness? Then, when is the last time this strategy was updated? I’m so honored!

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A New Model for Consulting: The Value Proposition of Cordence Worldwide.

North Highland

North Highland was founded to empower clients, colleagues, and communities to achieve aspirations while building lasting, caring relationships. Our founders believed that a different way of consulting was needed – one that managed with compassion and respect for the long-term success of an organization. The work would be focused on accountability and sustainable results, and thus, North Highland came to be.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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What is CCaaS? A Brief History of Contact Center as a Service

Talkdesk

CCaaS stands for ‘contact center as a service’ and is defined by call center software that is hosted (or built natively) in the cloud instead of hosted on-premises. CCaaS providers maintain and develop the software (hence “as a service”), which allows call centers to focus on using the software to provide better customer experiences. The primary purpose of CCaaS software is intelligently routing contacts from all communication channels, sometimes referred to as “skills-based routing”.

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The Social Media Marketing Guide to Working With UK Influencers

NetBase

Social media marketing comes in many shapes and sizes, and regardless of which path you pursue, understanding the impact your efforts have on your target audience is mandatory – or at least it should be! This is particularly true when evaluating influencer effectiveness. You not only need to understand whether or not their influence is as valuable as anticipated, but also to see that they’re complying with applicable advertising laws.

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4 Ways Customer Marketing Improves Retention

ClientSuccess

We’ll just come out and say it: customer marketing conversations and campaigns aren’t always the smoothest for customer success teams, nor do they tend to foster winning retention statistics. While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall shor

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Why NetBase?

NetBase

If understanding consumer sentiment is important to your business success, you need the tools to win. Hear why industry leaders and social media strategists from leading brands and agencies including GoDaddy, Taco Bell, Chili’s, Visa, and more choose NetBase social media analytics to inform their most strategic initiatives. For more information about the NetBase Platform, visit www.netbase.com.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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2018 Marked 20 Years of Customer Experience Research at Forrester!

Forrester's Customer Insights

I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX. That report, “Why Most Web Sites Fail,” […].

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How Savvy Customer Support Teams Schedule for Live Chat

Help Scout

For customers, live chat is easy, effortless, and often their preferred mode of interaction with businesses. But for customer support managers responsible for scheduling their teams, live chat can be anything but easy and effortless. Coordinating a team for live chat coverage is a lot more difficult than scheduling for email support. Rather than just letting everyone run wild in the email inbox, agents need to be scheduled for coordinated shifts because chat needs to be kept online.

Tools 40
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Stop Blaming Your Agents for Call Center Breaches

CSM Magazine

No matter what the industry, consumers trust organizations to look after their data. No more so when dealing with agents and customer service representatives who have access to vast amounts of sensitive data. This trusted access for employees to cardholder data, personal details or medical records helps ensure the best customer experience. It also however, makes the call center a prime target for a security breach.

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Building Customer Loyalty: The Most Important Thing for Your Business

Call Center Pros

You have already built a brand or established a service. You have managed to create your client portfolio and you have even managed to generate a great interest in social networks. But in a landscape full of new companies of all tendencies and where competition is fierce, it is necessary to maintain a constant connection with your customers to differentiate yourself from the crowd.

Loyalty 40
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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Preventing human trafficking through the power of advanced analytics

Merkle

At Merkle Aquila, we firmly believe in giving back to society. We actively support charities through our philanthropic contributions, and as part of our Giving Back Crowd, we run several initiatives aimed, for example, at encouraging environmental responsibility and motivating young students for a career in STEM-related fields. But we wanted to go above and beyond in our mission to give back- we felt there was more we could offer.

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How to Prepare for Instagram’s Upcoming API Changes

Brandwatch CX

How To 95
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Today is Cyber Monday. It’s a Great Time To Book Your Next Vacation.

Forrester's Customer Insights

During the Black Friday and Cyber Monday week travel specials tend to get lost in the flurry of deals on smart speakers, tablets and HD TVs. Over the past few years the travel industry has quietly stolen a share of the consumers’ wallet spend between Black Friday, Cyber Monday and now what the industry is […].

Travel 43
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Interview: 5 Minutes With Over the Top SEO’s Guy Sheetrit on Search Trends for 2019

Brandwatch CX

Trends 92
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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The Next Generation Patient Experience (NGPX) | 27-29.11.2018

Happy or Not

November 27-29, 2018 |Rancho Bernardo Inn – San Diego, US Patient expectations have evolved and today, they are no longer okay with being passive recipients of care. They are more engaged in their own treatment options, more likely to do their own research and increasingly expect to be able to interact with their healthcare providers in […].

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Your Guide to Yelp Reservations

ReviewTrackers

What is Yelp Reservations? Yelp Reservations is an online restaurant reservations management system and software platform that allows restaurant managers to reach more diners, accept reservations on Yelp, assign servers to tables, make sure guests are equally distributed, and give walk-in guests accurate wait time quotes. Yelp Reservations also allows restaurants to automatically confirm reservations with diners via text message, drastically reducing no-shows.

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Turning Customers into Storytellers with Jay Baer

Grade.us

Whether you're a marketing consultant trying to help your clients succeed or a small business owner trying to get more customers, mastering the art of word-of-mouth advertising and making reviews work for you is crucial. Jay Baer is the President of Convince and Convert , an agency dedicated to, among other things, word-of-mouth consulting and online reputation consulting.