InMoment XI
AUGUST 7, 2018
Every CX program wants to gather as much insightful data as possible. We all are asked to provide our feedback multiple times every day. One day, I decided to count how many times I was asked to provide feedback. I initially thought maybe once per day, but when I counted it, I was invited to. View Article.
Oracle
AUGUST 7, 2018
Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At some point we need to ask the question: Who are we really innovating for? To realize the promised rewards, innovation can no longer remain focused on simply generating more marginally successful solutions for market share gain, productivity improvements, or shareholder returns.
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Helpware
AUGUST 7, 2018
If your customers are happy, magical things happen. They do more business with you. They spend more when they buy. They reward you with loyalty. They tell their friends. They give you free word-of-mouth advertising. So, making sure you are doing everything you need to do to make them happy and keep them happy is one of the best ways to grow your business.
Experience Matters
AUGUST 7, 2018
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #1: The Customer Is Always Right What’s Wrong: Like all human beings, customers aren’t always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes.
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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.
BlueOcean
AUGUST 7, 2018
Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. It’s the type of decision that is well-suited to a formal RFP and procurement process.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kerry Bodine
AUGUST 7, 2018
Summer’s still in full swing. But our final two journey mapping bootcamps of 2018 are right around the corner. September 12 – 13 in Boston. Our signature journey mapping bootcamp is the perfect starting point for those just getting their feet wet, of for those looking for a methodology refresh. Establish a strong foundation in the concepts and methods of journey mapping and learn how to use these maps to drive action within your organization.
Michelli Experience
AUGUST 7, 2018
I recently heard an interview with a very successful colleague who I had the good fortune of working with, in a mastermind group as a young speaker/consultant. My colleague was asked what he wished someone had told him earlier in his career? Realizing I had been there earlier in his career, I wanted to know what I should have said to him to make his success even greater, so I listened to his answer intently.
TechSee
AUGUST 7, 2018
Online retail has been revolutionized in recent years; creating ease for consumers while allowing retailers to track and influence the buying process, effectively reshaping how, where and when customers interact with their brand. Yet, all this progress has created a new set of sales challenges. Understanding and addressing these e-commerce obstacles is the key towards improving sales processes, driving a better customer journey, delivering more consumer conversions, and ultimately garnering a gr
ShepHyken
AUGUST 7, 2018
Delivering A Rockstar Customer Experience. Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?. Top Takeaways: James previous experience as a rockstar in a heavy metal band helped him discover that companies can be customer service rockstars, too.
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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.
mopinion
AUGUST 7, 2018
Let’s be honest – no one wants to lose customers. In fact, high customer churn rates are the absolute worst nightmare of just about every webshop owner. Interestingly enough, the reason these churn rates get so high in the first place is because these same webshop owners are unable to locate or identify the source […]. The post How to Lower Customer Churn Rates with Digital Feedback appeared first on Mopinion.
ReviewTrackers
AUGUST 7, 2018
Let’s talk customer acquisition strategy. One fundamental way to grow your business is to win new customers. Sounds simple enough, right? After all, there are so many channels and so many ways for today’s businesses to find, engage with, and attract potential new customers. The most challenging part: where exactly — and how. After all, you don’t want to waste your time and money on the wrong channel or customer acquisition strategy.
Second to None
AUGUST 7, 2018
The following article is a guest submission written by Laura Gayle. Laura is an experienced writer who currently works for Business Woman Guide. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . You may have an attractive website, high-quality products, and great prices.
LiveChat
AUGUST 7, 2018
Your business depends a lot on how you manage issues that your customers face on a daily basis. When you are maintaining a website, you are going to get a variety of queries and requests from your customers. There should be a systematic approach to handle the issues based on their complexity, priority, etc. By streamlining the workflow of your customer service department , you can enhance the customer experience and manage their expectations.
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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,
iPerceptions
AUGUST 7, 2018
Technology has empowered customers to interact with their favorite brands how they want, when they want. This has lead to increased expectations for brands to offer seamless experiences across all their touchpoints - experiences that enable customers to easily interchange between their preferred channels to complete their desired tasks.
Cyara
AUGUST 7, 2018
Digital transformation and improved customer experience are key to survival in our new economy. And DevOps is a proven way to increase value delivery and stay competitive. It enables faster, better, and less risky projects. Because of these benefits, IT teams in organizations worldwide have invested significant time, resources, and funding in the DevOps toolchain, but has it been effective?
Andrew Mcfarland
AUGUST 7, 2018
Why do companies jeopardize customer relationships by doing stupid things? (e.g. Volkswagen’s emissions scandal, BP’s oil rig safety omissions, and Wells Fargo taking advantage of their customers) Long ago a mentor taught me a “fresh” perspective about a deal we.
CX University
AUGUST 7, 2018
CX University recently announced changes in purchase options to their Customer Experience and Patient Experience 500 Series of Online Courses. Online Courses are now available as subscription plans with low prices to allow accessibility for everyone. The Online Course content has not changed; both Customer and Patient Experience programs teach mastery of the discipline and prepare learners for either the Customer Experience Specialist (CXS) TM or Patient Experience Specialist (PXS) certification
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.
Andrew Mcfarland
AUGUST 7, 2018
Why do companies jeopardize customer relationships by doing stupid things? (e.g. Volkswagen’s emissions scandal, BP’s oil rig safety omissions, and Wells Fargo taking advantage of their customers) They act as if the heartfelt apology later will suffice. Long ago a.
Helpware
AUGUST 7, 2018
When you have received excellent customer service, you know it. You leave the interaction or phone conversation with a glow, tears in the eyes, and you can’t help but say great things about the company after the interaction. Here are some lovely customer service stories bound to put a smile on your face and maybe even a tear in your eye. Pizza Party on the Tarmac.
LoyaltyPlus
AUGUST 7, 2018
Loyalty software – next generation CRM from LoyaltyPlus. Leading software solutions provider LoyaltyPlus believes local businesses have a unique opportunity to not only enhance existing customer service levels, but attract more business and capture more of the market by leveraging next generation CRM solutions. One of the ways the company has established a leadership position is through its CRM Loyalty and Rewards system software solutions.
CXApp
AUGUST 7, 2018
Any organization or business that intends to deliver a successful and satisfying customer experience program will need some quantitative way(s) to monitor and measure interactions. How do you know, for example, that your customers are enjoying their experiences as opposed to loathing them? Are your efforts growing your audience, or pushing them away?
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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.
Chattermill
AUGUST 7, 2018
How to perform effective Net Promoter Score analysis. by Sam Frampton. on 8 Aug 2018. NPS Analysis. NPS guide. How to perform effective NPS analysis. Chapter 3 NPS Guide. Now that you’ve learned about what NPS is, why it’s important for your business to collect it and best practices for conducting your first NPS survey, it’s time to analyze that data you’ve collected (or plan to collect).
CXApp
AUGUST 7, 2018
Any organization or business that intends to deliver a successful and satisfying customer experience program will need some quantitative way(s) to monitor and measure interactions. How do you know, for example, that your customers are enjoying their experiences as opposed to loathing them? Are your efforts growing your audience, or pushing them away?
Forrester's Customer Insights
AUGUST 7, 2018
Many people believe “digital transformation” is not an “IT” thing. While this may have been true when applied to last century’s typical IT group, its should not be true in 2018. To be fair to anyone who believes IT cannot lead digital transformation, I’m referring to a new kind of IT: The technology team of […].
Brad Cleveland Blog
AUGUST 7, 2018
Recently, I was reminded of an article that I wrote for ICMI “How Management and Agent Roles Are Changing.” The article discusses the relationship between specialization and generalization. Often, the end of the summer gives us a chance to reflect … Continue reading → The post How Management and Agent Roles Are Changing appeared first on Brad Cleveland.
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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?
Forrester's Customer Insights
AUGUST 7, 2018
Hackers go after web applications because they are typically the most vulnerable. In fact, web application was the top data breach type, accounting for almost one in five confirmed data breaches, according to Verizon’s 2018 Data Breach Investigations Report. Security and risk decision makers are spending more on application security and increasing deployment of application […].
Forrester's Customer Insights
AUGUST 7, 2018
Conversational computing has our attention. We have been talking to machines since as far back as 1961, when the world’s first digital speech recognition system, the IBM Shoebox, was released. The Shoebox could recognize digits and a grand total of 16 words. Cut to half a century later: Humanity is trying hard to fall in […].
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