Mon.Feb 10, 2020

The Value of an Automated Customer Journey


written by. Craig T. Watkins. Ecrion Chief Revenue Officer. A few weeks ago, I wrote about Customer Journey Automation. In that post, we explored tools that go beyond just mapping the journey, and focused on customer journey execution. For details, please check that post out.

Supermarkets: How to Build a Winning Loyalty Program

Currency Alliance

One of the earliest loyalty programs came out of the grocery sector. S&H’s began selling their Green Stamps to retailers in 1896. In some ways, it’s surprising how little the supermarket industry has moved on.

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Decoding RPA and Intelligent Automation in the Contact Center

Think Customers

Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want.

Interview With CX Ambassador Graham Clark


Interview with Graham Clark, sales and marketing manager at B Cellars, a vineyard in Napa Valley, CA, about his career in the customer experience space. Articles

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

What are your Customers’ expectations of “Fast?”

Wired and Dangerous

The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means.

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The Oscars 2020: Snubs, Celebrations, and Controversy

Brandwatch CX



Meeting Customers Unmet Needs, The New Imperative for 2020

Beyond Philosophy

Beyond Philosophy did research late last year with our clients and within the marketplace to sort out what business wants in the next decade. The results showed the mantra in business today is growth.

PK’s Clay Walton-House Featured in Forrester Report on Personalization


In the January 28th, 2020 Forrester report, “Use Personalization to Drive Loyalty and Customer Obsession,” PK’s Clay Walton-House discusses how to build emotional resonance with customers.

PK’s Clay Walton-House Featured in Forrester Report on Personalization

Connective DX

In the January 28th, 2020 Forrester report, “Use Personalization to Drive Loyalty and Customer Obsession,” PK’s Clay Walton-House discusses how to build emotional resonance with customers.

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.

13 Product Management KPIs and Metrics You need to Know


As a product manager, you will have to know your product health, if there are any issues concerning your product, how does your team work on it and a lot more. You have a lot of data to assess so that you can improve your product and make it more desirable.

Efficient Software Design – Force for Good


As we take a step back over time, one can see how technology has changed over the past couple of decades. Remember shrink-wrapped software first sold on tapes and then CD/DVDs. Now we are in the age of cloud software, where you don’t need to update the software as each release is produced.

Which is Better: Net Promoter Score® or Customer Satisfaction


We performed some Net Promoter Score comment coding work for a successful Australian health fund called nib health insurance. At the time nib had recently de-mutualised and was very focused on providing its customers with the best levels of service possible.

Best Customer Support and BPO companies according to Clutch


As we move into 2020, we are forecasting our biggest growth year yet. And we’d like to start with a major announcement. support #customer_experience

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Perfecting the Customer Experience in Financial Services


It is widely acknowledged that customer experience has become the key to success in financial services. 85% of financial services professionals believe that responding to customer expectations faster is an urgent need for the business. .

CX Pros Are Innocent!

Sampson Lee

In my opinion, there are three long-held beliefs in the customer experience (CX) world which adversely affect the dreams and careers of CX professionals: 1. Customer obsession. CX transformation is needed to become a customer-centric company. Improving customer experience will drive business results.

weekly-tips Thank You


Thank. We appreciate your feedback regarding this weekly tip. If you have any further comments or would like to receive tips on a specific topic, please reply to the email directly. Meanwhile, you might want to check out some of the latest content in the Optimove Academy. The post weekly-tips Thank You appeared first on Optimove

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Seven brands that have improved their customers' lives - and how they did it


Engagement How these 7 brands improved their customers' lives

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Every Cloud…Provides More Opportunities


You often hear from Confirmit about the innovative new features we’re continually delivering to our clients to help them achieve their goals. From new digital channels to developments that give researchers the tools to better meet client needs.

Interaction Metrics Honors Yaskawa America with its Gold Award


Portland, OR: Feb. 10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. This is the fifth year in a row, Yaskawa America has achieved this honor.

How To Fight Bias In ML-Based Experiences

Forrester's Customer Insights

Recently, I interviewed Carol Smith about AI and ethics — she’s a Senior Research Scientist at Carnegie Mellon’s Software Engineering Institute, and she told me: “You’re bringing yourself to the projects you do at work, and we’re all biased and flawed.

The breakthrough moments that defined CX in 2019 and are shaping 2020


Another year has passed, and it’s yet another year where customer experience has evolved at a considerable pace. We’ve seen more and more companies expand their CX programs to bring in more channels, more respondents, and more internal stakeholders than ever before.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Predictive AI and Customer Experience: What’s Next?

Smarter CX

Artificial intelligence has already impacted the customer experience across a wide range of industries. Although the workings are mostly transparent, with the data analysis AI is commonly leveraged for occurring largely behind the scenes, for some services, the effect is front and center. Consider, for example, the list of “movies you might like” that are automatically generated by Netflix , or the customized playlists produced by Spotify.

5 Top Customer Service Articles For the Week of February 10, 2020


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.

The Three Ways Companies Value Customer Success Programs

Forrester's Customer Insights

In the three years since publishing our first report on the customer success discipline’s relationship to customer experience management, I’ve had many conversations with Forrester clients about bringing customer success management into a business.

XM Basecamp Live: The X4 experience you won’t want to miss


XM Basecamp Live is a day chocked full of practical hands-on training, courses to suit your needs, networking, best practice, and advice from XM experts. Whether you’re just getting started on your XM journey or ready to take your program to the next level, the XM Basecamp Live add-on for X4 offers a full day of training, covering everything from designing your program to maturing it and mastering the Experience Management Platform. Great content and the speakers were phenomenal!

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.