Thu.Apr 18, 2019

Who Owns Digital Experience?

Smarter CX

Through new digital technologies, marketers and brands are building an understanding of their customers and prospects that simply wouldn’t have been possible 10 or 15 years ago. At the heart of this change is a renewed focus on experience.

How Does Influencer Marketing Tie Into Customer Experience?

Second to None

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence.

Fall in Love With Your Customer’s Pain Points - Not With Your Solutions


It’s human nature to fall in love with your solutions. it’s also one a common pitfall for business leaders, entrepreneurs and those responsible for improving customer experiences. Customer Experience customer experience strategy cx implementation analytics

How to Design Your Website for the Best Customer Experience


With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase.

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Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

Curious How Analytics Can Impact Your Quality Management?


Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Research proves that gives organizations a leg up.

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Brands, Bees and Business: Earth Day 2019 Analytics


Monday April 22 is Earth Day – and unlike quirky holidays that might not work for everyone, all brands can take part in this particular day of observation. In fact, they should. Here’s why – and how. It’s an Opportunity to Seize.

Why Product Manufacturers Should Avail CAD Outsourcing Services

Magellan Solutions

How can CAD outsourcing services assist product manufacturers in designing and creating products that solve their customers’ problems? You can’t just produce a product and release it to the market without intensive research and development.

Why a Help Desk Software is Important for Your Business?

ProProfs Chat

Customer service is the driving force for any business. You may have a great product, the best marketing team, but still, fail to reach out to your target audience and retain customers. What may be the reason? A bad customer experience.

Why Too Many Choices Can Be Killing Your Bottom Line

Beyond Philosophy

If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Grow Customer Relationships: Strategies for Long-Term Success


The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that must be paid for or renewed monthly or annually. But they aren’t a guarantee of revenue; customers can cancel at any time.

Why Selling Pressure impedes Service Delivery Quality

One Millimeter Mindset

Adding selling pressure to the functional responsibilities of front line and back end service teams can backfire. First, these teams are not hired, or trained, to sell. Next, these teams may not have time to sell effectively, especially when actively serving customers.

How Do Performance Metrics Reflect on Employee Soft Skills


Every employee in your call center or customer service department has their own soft skills. CX Culture

How Southwest Airlines used behavioural science to create a better boarding experience


Loyalty. How Southwest used behavioural science for CX

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Top 10 Chatbots to transform your conversation landscape in 2019!


Imagine assigning a companion to each of your customer for their complete customer journey. Someone who can maintain proactive communication, tirelessly, 24×7. Someone who can turn the entire search process into a conversation. Sounds like a unicorn, doesn’t it?

Part 2 – Podcast featuring Kathleen Peterson


Listen to Part 2 of our interview with PowerHouse Consulting’s Kathleen Peterson, one of the foremost experts in Customer Experience management. Learn how organizations need to be more strategic in their practices.

Even freemium users deserve quality support: Here's how.


It’s a well-known business model in B2B SaaS and now it’s making headway in other industries too: the ‘freemium’ model.

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Segment and CustomerSuccessBox join hands to deliver customer success even faster


Segment, leaders in synthesizing first-party customer data, and CustomerSuccessBox, an Outcome driven Customer Success platform for B2B SaaS, join hands to deliver desired outcomes. Eliminating all developer dependencies for customer success technology roll out.

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The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

5 Memorable Email Tips to Remind Your Customers About Their Abandoned Cart


Did you know that 75.6% of online shoppers leave websites without completing the checkout process? There are several reasons users abandon carts, some are only there to window-shop and play pretend, some are still doing research, and others become distracted or simply forget to complete the purchase.

Reduce Costs and De-Risk Your Mainframe—On Your Terms


“I predict that the last mainframe will be unplugged on March 15, 1996.” . Stewart Alsop, Editor-In-Chief, InfoWorld, 1991. As it turned out, Alsop never made it into the Nostradamus Hall of Fame, and, as you probably know, the “last mainframe” was most definitely not unplugged in 1996 as predicted…nor in 2006…nor in 2016…nor, very possibly, at any point in my lifetime or yours.

How to Handle Food Complaints in Online Reviews


Any restaurant is bound to receive criticism about its food at some point, which makes it important for restaurant marketers to know how to handle food complaints in their online reviews. According to a Corra survey – which uses a five-point scale to judge a consumer’s likeliness to complain – people complaining “when the food is bad at a restaurant” has an average score of 3.13 out of 5 points.

Why You Should Attend DataStax Accelerate, from One Developer to Another


DataStax Accelerate , the world’s premier Apache Cassandra conference, is right around the corner, taking place May 21–23 in Washington, D.C. I couldn’t be more excited. If you’re a developer, I know what you’re thinking. Why should I attend a conference when all of the talks are going to be available online once the event ends? On LinkedIn , I recently made the case for why people like us should attend Accelerate in the flesh.

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.

Future of Retail: How Brands Should Handle Automation In 2019

Forrester's Customer Insights

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect retail for our series: “Applying 2019 Predictions to Retail.” Recently, Claudia interviewed J.P.

Why HR ‘doing things differently’ is the norm at Patagonia


Patagonia is ‘a cause, disguised as a company’ according to CHRO Dean Carter. In our new HR Visionaries series , he explores what makes the employee experience at Patagonia unique and explains why doing things differently is business as usual for the Patagonia team.

Top-rated in employee engagement and customer satisfaction: How does Quicken Loans do it?


Engagement. How Quicken Loans became a CSAT leader

The Survey is dead… A survival guide for CX


Everyone is sick of surveys - and for good reason. It’s hard to buy so much as a cup of coffee without receiving a survey about it, and customers just don’t believe you’re really listening. Honestly, are your surveys really driving change in your organization? Exactly.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.