Tue.Sep 17, 2019

Teams Performance is the Engine to Fuel for Greater Results

Integrity Solutions

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.

The Customer Data Platform Benefits You Should Know


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.

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5 Things Not To Do in Your Journey to Customer Experience Excellence


Joseph talks about the plethora of ways to enhance your customer journey, in order to provide a seamless experience. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

CX data only tells part of the story—get the whole picture with true insights


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. CX Programs

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

DSW Successfully Incorporates AI into Customer Experience

NICE inContact

We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more.

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The Devil I Know vs. The Devil I Don’t in the Call Center

NICE inContact

Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform.

Amazing Business Radio: Paul Selby


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.

Introducing Brandwatch Consumer Research

Brandwatch CX

Robotic Process Automation Unlocks Human Interactions

Think Customers

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.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

5 Cool Things You Can Do With Brandwatch Consumer Research That You Couldn’t Do Before

Brandwatch CX

Customer Service Superpowers: How Visual Tools Could Give Your Business the Edge

CSM Magazine

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.

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Going Agile at Cyara


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).

How text analytics can help you counter fake reviews


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

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

In-House vs. Outsourced Customer Service: 4 Benefits of an Outsourced Call Center

Advantage Communications

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?

Product Questions to Ask Customers Across the Product Life Cycle


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.

Make Redeeming Rewards Easier with These New Options


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

Why Customer Success Managers are Sales’ BFF

Andrew Mcfarland

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. Best Practices Adoption CSM Customer Success Manager Grow Misalignment Repair Sustain

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

4 Simple Ways to Improve Customer Communications In 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?

The Automotive Industry’s Guide To Car Dealer Reviews


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.

The Social Analytics Story of Wendy’s Breakfast Expansion


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?

New Research Asks: Are Utilities Providers Prepared for Customer Experience Innovation?

Smarter CX

Utilities companies struggle with a dual mission: to provide reliable service today for a great customer experience, and manage future innovation at the same time. Innovation often involves implementing new technologies, thinking, and strategies to establish the customer-centric grid of tomorrow. Where exactly are utilities organizations focused as they navigate today’s fast-changing landscape?

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

List of the 20 MOST Common Survey Flaws


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.

Glia Takes Best of Show at CUNA Tech


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.

List of the 20 MOST Common Survey Flaws


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.

The Power of Influencers and Brand Authenticity


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.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.