Integrity Solutions

SEPTEMBER 17, 2019

With more people working on teams—and with companies relying on teams performance more than ever—they need success tools to help them understand what the team needs not just as individuals but collectively. by Joyce Hames. Successful companies today move quickly. They do it by knowing how to adapt and adjust to constant changes, make smart decisions and collaborate to achieve common goals.

Roadmap 68

Roadmap Communication Tools Engagement 68

Totango

SEPTEMBER 17, 2019

Hidden inside customer data, there are many opportunities to grow and improve your brand, but what if you don’t know what to look for? Say your customer just completed onboarding quicker than the average user, but you missed the chance to recognize their success. How do you build that relationship if your team does not have the right tools to engage intelligently with customers?

Data 64

Data Metrics Effort Score Comparison 64

Strikedeck

SEPTEMBER 17, 2019

Joseph talks about the plethora of ways to enhance your customer journey, in order to provide a seamless experience.

Customer Experience 45

Customer Experience Customer Journeys Customers Customer Success 45

SMG CX

SEPTEMBER 17, 2019

We’ve spent a lot of time talking about true CX insights: what they are, why you need them, and how to make sure you’re getting them. Because the truth is, if you’re measuring the customer experience, you likely don’t have a shortage of CX data.

Data 40

Data Measurement Customer Experience How To 40

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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.

Customers

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

What is CX Day? We celebrate with learning, professional development opportunities, awards, and celebrations of all kinds. CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. Why do we do this?

Social Media 146

Social Media How To Culture Customer Centricity 146

ShepHyken

SEPTEMBER 17, 2019

Customer Service Will Never Go Out of Style. Keeping Customer Service Relevant to Self-Service and Proactive Service. Shep Hyken interviews Paul Selby of ServiceNow. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands. The Interview with Paul Selby: Self-service is all about empowering customers and giving them the ability to solve their own problems.

Self Service 99

Self Service Chatbots Culture Customer Service 99

Think Customers

SEPTEMBER 17, 2019

Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high turnover rates. Robotic process automation (RPA) technologies offer a potential solution with new opportunities for engaging and retaining talented employees through more valuable, rewarding work.

Interaction 69

Interaction Employee Engagement Contact Center Training 69

CSM Magazine

SEPTEMBER 17, 2019

Wendy Hamilton, CEO of TechSmith, discusses the transformative power of visual tools for customer service teams. Incorporating visuals into your customer communications can be a game-changer. Research has shown that 67% of people perform better when communicated visually than those following text directions alone. If a customer is struggling with a software error or bug reporting, and they can’t find the information they need on your website, providing them with a visual guide – an annotated scr

Tools 65

Tools Customer Service Video Social Media 65

Centercode

SEPTEMBER 17, 2019

In product development, timing is everything. The type of customer-driven product questions you ask, when you ask them, and the kind of customer feedback you use to answer them all influence the insights you pull in and how they’ll ultimately serve you.

Feedback 52

Feedback Customers 52

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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.

Communication

SaleMove

SEPTEMBER 17, 2019

Coming off our two Best of Show awards from FinovateEurope and FinovateSpring, we could not be more excited to announce that we took down Best of Show #3 at this years CUNA Technology Council Conference in Chicago, IL. Glia’s SVP of Customer Success, Bryan Dooley and Strategic Account Executive, Thomas Barry, took the stage to […]. The post Glia Takes Best of Show at CUNA Tech appeared first on Glia Blog | Digital Customer Service Explained.

Conference 52

Conference Customer Success Technology Customer Service 52

Cyara

SEPTEMBER 17, 2019

Over the course of three days, in a tightly quartered conference room in Melbourne, Australia, eighteen of us across Cyara were trained in SAFe (Scaled Agile Framework). If you are not familiar with the term SAFe, Wikipedia defines it as “a set of organization and workflow patterns intended to guide enterprises in scaling lean and agile practices.” This framework was designed to help companies improve their alignment, collaboration, and delivery across software development teams.

Conference 52

Conference Course Software Training 52

Ecrion

SEPTEMBER 17, 2019

What would happen to your business if you lost 59% of your customers? Would your reputation ever be able to recover? Would you be able to keep your doors open at all? How long would it take you to rebuild the customer base that you lost? If you don’t prioritize better customer communications and service, you might find out the answers to these questions, since nearly 60% of consumers won’t ever do business with a company again after just one negative experience.

Communication 57

Communication Customer Journeys Omni-Channel Social Media 57

Andrew Mcfarland

SEPTEMBER 17, 2019

When should companies invest in Customer Success Managers (CSM)? Or put another way, why shouldn’t Sales perform this function? A friend and former co-worker called recently with this question. After an acquisition, her new leadership team felt that Sales already.

Sales 48

Sales Customer Success Management Leadership 48

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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,

Tips

Centercode

SEPTEMBER 17, 2019

In product development, timing is everything. The type of customer-driven product questions you ask, when you ask them, and the kind of customer feedback you use to answer them all influence the insights you pull in and how they’ll ultimately serve you. The objectives of each individual phase of the product life cycle require specific types of customer feedback to validate and drive decision-making.

Touchpoint 45

Touchpoint Feedback Roadmap User Experience 45

Advantage Communications

SEPTEMBER 17, 2019

Is your customer service department no longer providing the customer experience (CX) that your clients expect? Can you no longer afford the technologies needed for superior customer service? Or perhaps you simply don’t have the resources anymore to keep up with seasonal demand? These, along with many other reasons, might be encouraging your business to consider an outsourced call center.

Call Center 45

Call Center Customer Service Resources Technology 45

NetBase

SEPTEMBER 17, 2019

As we journey to the next step in our fast food saga, following closely on the heels of the great chicken war , we see Wendy’s making a move to capture the breakfast crowd. Will its efforts be successful? The social analytics story of Wendy’s breakfast expansion hasn’t been written yet, and we have ideas to help them along. When Wendy’s announced its plan to bring breakfast items to restaurants across the U.S. in 2020, online was fairly underwhelmed and investors were decidedly skeptical, with t

Analytics 45

Analytics Social Media Consumers Resources 45

Maru Group

SEPTEMBER 17, 2019

If names like Pewdiepie, who is currently worth $30mm, and David Dobrik a 23-year-old currently worth about $7mm, are unfamiliar to you – read this post to learn why and how you can work with influencers to boost your own brand with millennials and Gen Z. What is an Influencer? An Influencer is a user on social media platforms such as Instagram, YouTube or Twich who has established credibility in a specific industry and have access to a large audience.

Brands 41

Brands Social Media Fashion Groups 41

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

Keatext

SEPTEMBER 17, 2019

The post How text analytics can help you counter fake reviews appeared first on Keatext.

Analytics 60

Analytics Customer Experience Customers 60

SaleMove

SEPTEMBER 17, 2019

Coming off our two Best of Show awards from FinovateEurope and FinovateSpring , we could not be more excited to announce that we took down Best of Show #3 at this years CUNA Technology Council Conference in Chicago, IL. Glia’s SVP of Customer Success, Bryan Dooley and Strategic Account Executive, Thomas Barry, took the stage to demo Glia’s suite of platform options.

Conference 40

Conference Employee Experience Customer Success Technology 40

InteractionMetrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You'll receive a survey from us. It would mean a lot to me if you completed it. We hope you recommend us.” I get what he wants, but this is NOT how to do a survey. Essentially, my rep is pushing for the answers he wants his higher ups to see. But that’s not scientific data collection.

Survey 40

Survey Metrics Interaction Data 40

Qualtrics

SEPTEMBER 17, 2019

Ask Jim Harwood, VP of Marketing and Analytics at Farm Bureau Financial Services, how you sell a CX program to a CEO, and he’ll tell you to adopt the old Michael Gerber approach: “Start at the end.”. If we were to start at the end of this story, we’d say that Jim led the CX program at Farmers Insurance for five years and increased NPS by 60%. That he orchestrated huge cultural shifts in that organization and put in place inner, outer and closed loop CX processes.

Insurance 35

Insurance NPS Touchpoint Customer Centricity 35

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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.

Training

Perkville

SEPTEMBER 17, 2019

The screenshot above shows two new features businesses can use when creating rewards.

Rewards Programs 40

Rewards Programs Loyalty Customers 40

Grade.us

SEPTEMBER 17, 2019

Are car dealer reviews and other types of automotive related business reviews important to the automotive industry? The knee-jerk answer is an obvious 'yes,' but is that really the case? We're going to find out. When it comes to the automotive industry, it feels like many customers already have their minds made up. If you ask a dealership salesperson or manager, car dealer reviews play a significant role in their industry.

Automotive 34

Automotive Competitive Advantage Industry Survey 34

Brandwatch CX

SEPTEMBER 17, 2019

Consumers 59

Consumers 59

Qualtrics

SEPTEMBER 17, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Jacob’s “Why Qualtrics” story. Growing up, my dad worked for the same company for 32 years, putting in crazy hours. He’s given me everything all throughout my life and done whatever he could to support our family.

Sales 20

Sales Software Sports Meeting 20

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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

Brandwatch CX

SEPTEMBER 17, 2019

Consumers 58

Consumers 58

Qualtrics

SEPTEMBER 17, 2019

Implementing a great CX program takes careful planning and intentional design. Check out our top tips, recommendations and insights from Head of the Qualtrics XM Institute Bruce Temkin, all of which should get your CX program off to a superior start… Watch Bruce’s webinar on (Kick)Starting a CX Program. Watch Now. 1. Understand that better CX leads to more loyal customers.

Metrics 20

Metrics Contact Center Tips ROI 20

Forrester's Customer Insights

SEPTEMBER 17, 2019

No in-house computer vision experts? How about large volumes of high-quality labeled images and videos? No? No problem. Find out about the enterprise computer vision vendors — offering computer vision platforms, pretrained models, custom models, data annotation services, and even tailored end-to-end solutions — that can turn your (computer) vision into reality.

Video 7

Video Data Customers 7