CXApp

APRIL 30, 2019

Defining the Term at the Forefront of Changing Tech and CX.

Innovation 40

Innovation Trends Leadership 40

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.

Net Promoter Score 47

Net Promoter Score Customer Experience Social Media NPS 47

Talkdesk

APRIL 30, 2019

Everybody talks about the “customer journey” these days. It’s one of those buzzworthy terms that marketers love (I’m a marketer, so I can say that) and that customers don’t fully understand but pretend they do—mainly because it sounds like something that will probably, somehow benefit them. So they want it, and they want it to be good. Customer experience vs. customer journey.

Customer Journeys 67

Customer Journeys Travel ROI Employee Engagement 67

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

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Customers

NICE inContact

APRIL 30, 2019

A lot of contact centres struggle with improving their metrics and customer experience. Sometimes it’s just easier to accept a certain amount of inefficiency or OK C-SAT scores, along with the work-arounds that over time, become familiar and a part of the regular workflow. But this is a direct route to the “perils of the stagnant contact centre.” Contact centres can start out as informal, accidental, unplanned in companies of all sizes.

Omni-Channel 149

Omni-Channel Loyalty Metrics Brands 149

NICE inContact

APRIL 30, 2019

Artificial intelligence (AI) has the potential to transform contact centers. It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Consumers 149

Consumers Contact Center Chatbots Innovation 149

ProProfs Chat

APRIL 30, 2019

We at ProProfs bring to our readers a thought-provoking conversation we had with Shep Hyken , the Customer Service and Experience Expert. He is the Chief Amazement Officer of Shepard Presentations. A bestselling author featured on the New York Times and Wall Street Journal, he has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Customer Centricity 102

Customer Centricity Culture Customer Journeys Chatbots 102

ShepHyken

APRIL 30, 2019

Customer Obsession. Subscribing to the Customer Relationship to Win in Business. Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.”. In Shep’s opening monologue, he talks about innovative ways to use a subscription model to enhance your business. The Interview with Patrick Campbell: Any and every company should consider implementing a subscription model.

Culture 96

Culture Trends Innovation Customer relationships 96

Chadwick Martin Bailey

APRIL 30, 2019

Emotions play a key role in the commercial success or failure of emerging disruptive technologies. Most recently, we looked under the hood of the autonomous vehicle industry to understand the specific emotions driving or deterring widespread adoption. On the wheels of Tesla’s recent announcement to operate a fleet of one million self-driving taxis by the end of 2020, I’ll provide more direction for how tech companies and automakers can most effectively convince various consumer segments to embra

Industry 99

Industry Strategy Exercises Transportation 99

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Communication

ReviewTrackers

APRIL 30, 2019

As most restaurateurs know, between Thanksgiving and the New Year, restaurants will generate sales representing about 25 percent of their total annual revenue. In tandem with increased sales, the goodwill of the holiday season often results in significantly higher incomes for tipped staff members such as servers and bartenders. Celebratory and family-oriented meals represent a higher number of covers per table as well as an increased spend on alcoholic beverages, which offer a higher margin of r

Feedback 89

Feedback Entertainment Advertising Fashion 89

Heart of the Customer

APRIL 30, 2019

This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […].

Customer Journeys 76

Customer Journeys B2B How To Customers 76

Strativity

APRIL 30, 2019

Quick answer: No! OK…that’s not very helpful, is it? Let’s dig in a bit… The reality is electric vehicles (EVs) are about to start hitting showrooms like never before – as many as 80 new models over the next 5 or 6 years. Every major. The post EVs Are Here…Is the US Auto Industry Ready? appeared first on Strativity.

Industry 75

Industry 75

Up Your Service

APRIL 30, 2019

Inside one of the new wonders of the world, JEWEL at Changi Airport in Singapore. A cascade of water pours down 40 meters from roof to basement, creating the world’s largest indoor waterfall. Please share your comment here. This space for the world to gather was built outside the transit area. Travelers can enjoy being here before their flights, after their flights, and between their flights if they have enough time.

Travel 74

Travel Resources Engagement Company 74

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Tips

Hello Customer

APRIL 30, 2019

Personalisation is a great way to create amazing customer experience. Most companies realise that they can implement personalisation to increase customer engagement, but they don’t go further than addressing their customers by their names in emails. However, research conducted by Pure360 revealed that only 8% of customers are likely to engage with emails that address them by name.

Customer Experience 71

Customer Experience Study Customer Engagement Customers 71

Oracle

APRIL 30, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. We’re all familiar with loyalty programs, but did you know that you can earn Bitcoin while you shop? In this 11th video on the Smarter Demos series, we take a look at some of the latest in omnichannel retail technology.

Trends 69

Trends How To Retail Omni-Channel 69

Centercode

APRIL 30, 2019

Beta testing is much more than a box to check off on a list. While some companies only think of it as a last-ditch effort to tie up loose ends before launch, others are tapping user research to play a more fundamental role in the product development process. In fact, today’s most forward-thinking companies are increasing their competitive edge by extending their beta programs in creative ways.

Touchpoint 66

Touchpoint Guidelines Survey Groups 66

Gravy Analytics

APRIL 30, 2019

Gravy Analytics is excited to launch 18 new audiences for use in digital advertising campaigns.

Analytics 91

Analytics Travel Advertising Brands 91

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.

Retail

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. You need to know the right ones to get the job done—and to prove you did it right. Today’s Product teams are under increasing pressure to deliver outstanding products and exceptional user experiences. Three new market dynamics have contributed to the evolution of our product expectations: Subscription models.

Metrics 65

Metrics Net Promoter Score Management How To 65

datastax

APRIL 30, 2019

When running mission-critical applications, it’s essential to have a reliable data backbone to power them. The ability to monitor your DataStax Enterprise (DSE) deployment and gain insight into its operations provides you, the operator, with the knowledge you need to successfully scale and run DSE at peak performance and efficiency. That’s why I’m excited to hear more at J.B.

Conference 65

Conference Metrics Interaction Data 65

North Highland

APRIL 30, 2019

Creating a New Norm: Casting the Message (Part Two). Scientific research argues that social norms are a necessary part of our identity and evolutionary existence – that our survival has always depended on individuals coming together to live, work, and govern. Most people, most of the time, conform to ‘the norm’ because we want to be liked and accepted.

Groups 61

Groups Hotels Consulting Government 61

CSM Practice

APRIL 30, 2019

There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base. Somewhere in between, it becomes crucial to monitor and ensure customer success in relation to your business. But at what point in your company’s life establishing a customer success program become necessary?

Customer Success 53

Customer Success Social Media Video Customers 53

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Training

North Highland

APRIL 30, 2019

Scientific research argues that social norms are a necessary part of our identity and evolutionary existence – that our survival has always depended on individuals coming together to live, work, and govern. Most people, most of the time, conform to ‘the norm’ because we want to be liked and accepted. Harnessing the power of social norms, our blog series looks at the role that norms can play in shaping higher-value change management outcomes.

Consulting 58

Consulting Government Communication Measurement 58

Up Your Service

APRIL 30, 2019

Inside one of the new wonders of the world, JEWEL at Changi Airport in Singapore. A cascade of water pours down 40 meters from roof to basement, creating the world’s largest indoor waterfall. This space for the world to gather was built outside the transit area. Travelers can enjoy being here before their flights, after their flights, and between their flights if they have enough time.

Travel 49

Travel Resources Engagement Company 49

Strikedeck

APRIL 30, 2019

Shreesha shares the difference between KPIs and metrics and how to handle both so your team wins!

Metrics 69

Metrics Customer Success How To Customers 69

ClientSuccess

APRIL 30, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. I will also throw in a few runner ups. Customer Success Financial Metrics. When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics.

Financial 46

Financial Metrics Customer Success eBook 46

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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?

Customer Experience

Survicate

APRIL 30, 2019

Making a customer feel great about their transaction with you is the best way to get return customers. Often, if you provide great customer service you won’t get feedback from customers about it unless you ask, since most people only feel the need to reach out about a negative experience. In a world where most of us are glued to our smartphones, a negative customer experience can be quickly shared online, so it’s important that you consider and design your customer service experience so your cus

Customer Service 45

Customer Service Customer Experience Net Promoter Score Effort Score 45

datastax

APRIL 30, 2019

I am beyond excited for DataStax Accelerate ! I’ve been to many of the Cassandra Summits in the past and one of the many things I’ve found extremely valuable are the talks from developers and operators, just like you and I, that share their best practices and experiences. It’s a great place to ask questions, validate your thoughts and ideas, and collaborate with engineers trying to solve complex distributed data problems.

Meeting 40

Meeting Training Strategy Data 40

Survicate

APRIL 30, 2019

Primary research is a reliable method of finding exactly the information you need for whatever type of project you’re working on. Unlike secondary research , primary research is research that you’ve collected yourself. While a textbook is a great example of secondary research, surveys, interviews, and observations are all examples of primary research that will help develop a project in different ways.

Survey 45

Survey How To Groups Government 45