Rant And Rave
JUNE 27, 2019
Picture the scene: 175,000 people, knee-deep in mud, being assaulted by the sort of rain that only the Great British summertime can deliver. Throw in some sleep deprivation, long queues, and a distinct lack of access to squeaky-clean toilet facilities, and it certainly doesn’t sound like a recipe for customer satisfaction.
Alida
JUNE 27, 2019
As business and technology evolve, it’s vital that companies move from being business-driven, product-driven, or sales-driven to being customer-driven. Customers have more platforms on which to voice their opinions and share their experiences, positive or negative. They have a higher expectation of being heard and considered by the companies they patronize.
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Totango
JUNE 27, 2019
What do America’s longest running companies all have in common? They focus on the big picture: customer lifetime value. If you want your business to last, you need to prioritize customer lifetime value, too. To succeed in today’s customer-centered economy, you can’t simply focus on attracting new customers. After all, there are plenty of competitors to choose from, and customer expectations are higher than ever.
InMoment XI
JUNE 27, 2019
Look Who Turned 50! 2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. The NVCS provides monthly consumer feedback about vehicle shopping, buying patterns, and feature preferences. Automotive manufacturers and OEMs use the NVCS as a road map to modify current.
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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.
CX Accelerator
JUNE 27, 2019
Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers. While what we have built here has taken years to build and might not be totally replicated at your company, I hope it gives you inspiration or an idea to share with others in your organization.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
JUNE 27, 2019
As a multi-industry manufacturing company, Honeywell develops solutions around energy and efficiency. The company determined that customer experience excellence could be the catalyst for many of the business transformations it wanted to achieve. Honeywell not only established customer experience as a top priority but made it a corporate initiative. And the business focuses on making it easy for customers to do business with the company and on creating customer experiences that are memorable.
Beyond Philosophy
JUNE 27, 2019
Think about the last time you shopped online but decided not to buy. Were you just browsing, or was there something about the user experience that made you hesitate? For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy.
Heart of the Customer
JUNE 27, 2019
The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer.
datastax
JUNE 27, 2019
As IoT-enabled supply chains increase exponentially in the oncoming years, data management specialists are faced with a new challenge: handling IoT data at scale. The speed and velocity of data that will be generated with the adoption of 5G and the use of connected vehicles and devices means there will be dozens of new data points to manage. While the huge gain in data will be valuable to the growth of several industries, it will also be problematic for companies that do not have the IT infrastr
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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.
Alliance by IFS
JUNE 27, 2019
Mobile Technologies Drive Field Service Success. Welcome to the new era of service. It’s a time of changing trends – both in emerging technologies and service delivery. User satisfaction and technician efficiency are forcing field service organizations (FSOs) to reevaluate their strategies and the ways they provide service. In this era of change, while many FSOs are struggling to differentiate from their peers, Best-in-Class organizations are investing heavily in mobile and technology adop
ReviewTrackers
JUNE 27, 2019
Managing online reviews and customer feedback is one of the biggest investment priorities for hospitality brands and organizations in 2016. According to travel site TripAdvisor , as much as 93 percent of executives consider the improvement and management of their online reviews as the most important factor to the future of their business. Survey results show that, as an investment area, a review and reputation management strategy has become a higher priority for hospitality organizations than ma
Talkdesk
JUNE 27, 2019
By now, you’d have to be living in a cave to be unaware that digital transformation is a key corporate imperative today. Digital transformation initiatives are underway all across the enterprise, with the primary goal being to compete and win on customer experience. . Ironically, one of the places where these initiatives have stalled is the contact center, arguably the epicenter of customer experience.
Gainsight
JUNE 27, 2019
I’m a marketer, so it’s kind of my job to be “professionally proud” of my company and all the stuff we build and do. At Gainsight, it’s not actually that hard to feel proud of my company and my teammates. Our incredible engineering team is on the forefront of computer science, our new UI is gorgeous, our Customer Outcomes team is absolutely the best in the world.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Magellan Solutions
JUNE 27, 2019
To further enhance its business processes and technology solutions, Magellan Solutions participated in ConnecTech Asia 2019 , a technology trade show held in Singapore. This mega technology event presents “technologies that help ICT companies evolve and maintain a competitive edge in the communications and digital world,” the description on their website read.
LoyaltyPlus
JUNE 27, 2019
Data intelligence is described as the analysis of different types of data, for example internal data, external data, including big data. Companies use this intelligence to better understand the information they collect and make more informed decisions in the future. With a better understanding of the collected data, companies can improve their products, services or investments and customer relationships through predictive marketing and communication.
Opinionator
JUNE 27, 2019
The Problem – Dirty, Broken Restrooms – Ineffective Restroom Feedback. Does your business have either public or staff restrooms? Do you collect restroom feedback? Do you know if it is effective? Either way, if you have restrooms, you may not be aware of how they impact both brand image and customer retention. Fortunately, research by Harris Interactive in 2011 answers this question. 80% of all US adults regularly use public restrooms. 90% of the same group would avoid a business in t
Interactions
JUNE 27, 2019
Thinking of implementing AI and Machine Learning in your collections company? These questions will help you select the right partner and see actionable results at scale. We recently attended InsideARMS’s First Party Summit 2019, an inaugural conference tackling the unique challenges of first party collections, outsourcing, and customer care. It was full of great conversations, insightful sessions, and a little fun mixed in for good measure.
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.
NetBase
JUNE 27, 2019
Social analytics and Artificial Intelligence (AI) are converging in exciting new ways, offering amped up predictive capabilities that make brand marketing more powerful than ever. The two have morphed into one intuitive offering that creates exciting possibilities for brands. Let’s dig in and explore! Predictive Marketing by Any Other Name. First, we need some definitions to make sure we’re all on the same page – because you can be certain that some tools like to toss around buzzwords and confus
CSM Magazine
JUNE 27, 2019
When starting a new business, it can be easy for things to be quite fluid and organic, perhaps even a little disorganised. Yet, before you know it your rapidly growing business is out of control and so is your admin processes. Whilst it may not appear to be the most important focus so early on, putting in place effective administrative processes and supporting systems is essential to healthy, stable growth and will reduce the potential for negatively impacting your customer service level.
Oracle
JUNE 27, 2019
Think about the last purchase you made. Were complementary items suggested to you as well? Maybe you wanted to buy soccer cleats and the salesperson or website recommended also adding new shin guards and soccer shorts to your purchase. Did you buy them? If so, you just participated in cross selling. Wait, what is cross selling? If the term is unfamiliar to you, take a moment to learn about a process that not only benefits you as a consumer, but also helps any company that sells goods or services
Forrester's Customer Insights
JUNE 27, 2019
In case you’ve been keeping score, you know the Recruiting market has been evolving rapidly. A slew of new marketing oriented, AI-fueled innovations to improve candidate experiences, boost the quality of talent acquired, and reduce overall recruiting costs has blossomed. And while this has been happening, the overall HCM market, including Recruiting solution vendors has […].
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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.
Connective DX
JUNE 27, 2019
There is so much that you can do with EXM. But is it the best solution for your organization and its marketing goals?
Forrester's Customer Insights
JUNE 27, 2019
Today’s big brands have come to grips with a new advertising reality: Finding and successfully engaging with their best prospects and customers is more complicated than ever. But it’s not just rapidly changing consumer behavior that’s to blame. Marketers’ advertising supply chains have also gotten unmanageably complex, with lack of clarity as to who’s participating […].
Optimove
JUNE 27, 2019
A key element to marketing success is its relationship with IT. Although many technologies look to limit the dependency between the two groups when onboarding new technologies, marketers should continue to work hand-in-hand with their IT departments. Marketers trying to create more synergies between their systems of insights and engagement by purchasing a technology that creates an ecosystem approach to marketing technologies will need the IT team to set up this new solution.
LoyaltyPlus
JUNE 27, 2019
Data intelligence is described as the analysis of different types of data, for example internal data, external data, including big data. Companies use this intelligence to better understand the information they collect and make more informed decisions in the future. With a better understanding of the collected data, companies can improve their products, services or investments and customer relationships through predictive marketing and communication.
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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?
Daniel Group
JUNE 27, 2019
I spent the past few weeks on the road, enjoying a bit of vacation and visiting clients. Getting away from my usual round of activities is refreshing for me. I discover new things. I hear comments in face-to-face discussions that I do not understand in a phone conversation or read in an email. I read from different and learn different and new things.
Dapresy
JUNE 27, 2019
Engine Insights specializes in assessing their clients’ customer experience maturity and suggesting improvements. In this case, they chose Dapresy Pro’s innovative dashboards integrated with sophisticated closed-loop feedback, creating fast, actionable reports for genuine business value. To see how Dapresy has helped other businesses get a CX edge, watch the video or why not get in touch for a personalized demo?
CSM Magazine
JUNE 27, 2019
The AI Market and Gamification markets continue to grow at an amazing pace. Research shows the Gamification global market will have a CAGR of over 30% from 2019-2024. AI is expected to have even stronger growth. Market Research Future reports an estimated CAGR growth for AI of 37% by 2024. GCOM Worldwide is part of this growth as a Master Agent with VisualCue, an operational software company.
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