NetBase
FEBRUARY 1, 2019
The customer journey is a circuitous one, with the path to purchase riddled with distractions at every touchpoint. Understanding where your customer is now and predicting where they’re headed will help you avoid losing them along the way. And Next Generation AI offers a much needed assist on this play! Pinpointing the Where and Why. Consumer experience data can feel elusive when scouring online data.
Second to None
FEBRUARY 1, 2019
Since its introduction by Fred Reichheld, Net Promoter Score (NPS) has initiated a discussion of its effectiveness in overall growth. NPS is a metric that is used to measure customer loyalty and satisfaction. Numerous organizations have adopted it over the course of the past two decades. The metric is derived from the question of “how likely, on a scale of 1-10, are you to recommend this brand to others?
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Think Customers
FEBRUARY 1, 2019
The advertising and marketing industry has been in a state of flux for several years now and 2018 was no different. Brands sought more control over their ad dollars; new privacy regulations were rolled out and Facebook—one of the most influential ad players—found itself launching a data privacy apology tour. At Adexchanger’s Industry Preview, advertising and marketing executives pondered the direction of the industry.
Customer Bliss
FEBRUARY 1, 2019
Quite a few of the CX leaders I’ve spoken to on the podcast have shared that previous experiences in sales, retail, and hospitality helped create a foundation for the skills required to be a successful CX champion in their organization. In today’s episode, I chat with Rhiannon Hoeweler , the Vice President of Visitor Experience, Strategy, and Fun at The Cincinnati Zoo and Botanical Garden.
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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.
Beyond Philosophy
FEBRUARY 1, 2019
Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
FEBRUARY 1, 2019
This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. Shep Hyken believes customer centricity must start on the inside, with your employees. Guess what? The same goes for developing and implementing a CRM software!
Influitive
FEBRUARY 1, 2019
Employee advocacy is when employees share positive opinions about your company through word of mouth, both online and in person. It boosts your brand as an employer because the voices of genuinely delighted employees are way more impactful than your company tooting its own horn. So why is employee advocacy such a big deal, and. The post What Is Employee Advocacy?
Beyond Philosophy
FEBRUARY 1, 2019
Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn’t exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time.
Esteban Kolsky
FEBRUARY 1, 2019
well, fifty-two of them actually. check this out , and have a great weekend. starting now. View story at Medium.com. View story at Medium.com.
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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.
CX University
FEBRUARY 1, 2019
PHILADELPHIA, PA – February 1, 2019 – CX University announces a new partnership with The Focus Group for upcoming conference events for Customer Experience World (CEW). CXU’s founder and CEO, Mohamed Latib, will be presenting and participating in several of the CEW events in 2019. CXU and Mohamed Latib often contribute to major CX events around the world, but this unique partnership brings the two organizations together throughout the 2019 year, supporting the mission to lead the way in CX train
Integrity Solutions
FEBRUARY 1, 2019
Transitioning your sales culture to create greater transparency is no longer an option. By Donna Horrigan. While the Department of Labor’s (DOL) Fiduciary Rule is at best on life support, financial services organizations can’t ignore that the tides have shifted. Whether the expectations for greater transparency are coming from external regulations or their client base, even the most experienced advisors are now feeling the pressure of a rapidly changing financial services market.
TeamSupport
FEBRUARY 1, 2019
In the data-driven corporate world we work in, metrics are everything. And, thanks to so many technology solutions on the market, getting information is easier than ever before. However, getting the right information is the real challenge and what differentiates a customer support data novice from an expert. Looking at the exact information your business needs can elevate an entire team to perform better and exceed expectations.
ReviewTrackers
FEBRUARY 1, 2019
Why Remove Reviews from Facebook? Facebook might have been created for users to be able to show their friends cute photos of dogs and cats, or share funny Anchorman and crying Michael Jordan memes. But if you’re using Facebook for business , the social network is, more seriously, a platform for connecting and engaging with potential and existing customers.
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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.
ProProfs Chat
FEBRUARY 1, 2019
How do you figure out what your customer wants? How do you anticipate their evolving needs? Well, one of the best tools to figure out that is sitting right in your hands! Social media has quickly grown up to become the best tool to gain a clearer picture of what consumers want. It allows you to tailor content and broadcast messages with a targeted segment in mind.
ChurnZero
FEBRUARY 1, 2019
At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation.
Brandwatch CX
FEBRUARY 1, 2019
With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account. Some may wish to track the tweets about their brand or competition, some will want to engage with leads or clients, and others may wish to track the success of their campaigns, among tons of other options. You can plenty of this with Twitter search.
LiveChat
FEBRUARY 1, 2019
The beginning of the New Year means new challenges and records to break. Not only your visits to the gym, but something more business-related, like customer satisfaction. When we say customer satisfaction at LiveChat, we mean the ratio of good customer rates to all customer rates on chat (good and bad). Don’t you want to beat the score and get as close as you can to 100% customer satisfaction?
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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?
Kitewheel
FEBRUARY 1, 2019
Our readers who follow social media closely may have known about the most liked post on Instagram. For quite some time this post was a picture of Kylie Jenner’s newborn baby holding her hand. See below. Wholesome content, a young mother with her young child, beautifully composed. This is the type of content that the market wants to see. People loved the photo, showing their appreciation for a happy, innocent moment.
Oracle
FEBRUARY 1, 2019
Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence.
Connective DX
FEBRUARY 1, 2019
Join Connective DX on February 6 at our Portland office for the next CHIFOO event: AI-Driven Images in Radiation Therapy! Happening from 5:30–8 pm, the event features a talk by David J. Gilmore, PhD, Elektra.
Stella Connect
FEBRUARY 1, 2019
A lot goes into an outstanding call center—the kind customers love to connect with and agents don’t want to leave. Start with an empowered team and supportive leaders, add a […]. The post Is Your Call Center Design Draining Performance and Profits? appeared first on Stella Connect.
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Bizagi
FEBRUARY 1, 2019
Challenge the norm. That’s what we suggest. It’s also what we do. For the third year running, Bizagi has been recognized as a ‘Challenger’ by Gartner in the latest iBPMS (Intelligent Business Process Management Software) Magic Quadrant. . You can see for yourself in a complimentary copy of the full report, available here. . According to Gartner: .
Forrester's Customer Insights
FEBRUARY 1, 2019
Sports: the games we know and love. We love to play and watch these games so much, in fact, that in the US, there are only two days during the year when the four major pro sports leagues aren’t playing a game (i.e., MLB, NBA, NFL, and NHL).[i] One of the most anticipated games in […].
Qualtrics
FEBRUARY 1, 2019
The connected world we live in has opened up opportunities for companies to interact with their customers more often and across more channels than ever before. With so many opportunities to delight (or even disappoint) your customers, embedding customer-centricity throughout the organization, from the front lines to the back office has never been so important.
Forrester's Customer Insights
FEBRUARY 1, 2019
It is high time for Forrester to demonstrate Zero Trust in a practical application scenario, our upcoming virtual reference architecture project aims to do just that.
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
Forrester's Customer Insights
FEBRUARY 1, 2019
This year, NRF was a happy affair: Retailers were celebrating a successful holiday season, year-on-year growth, and a net increase of store openings. Beyond the traditional focus on top-line growth, this year I heard a renewed call to improve the bottom line.
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