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

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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 I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform.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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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

Brandwatch CX

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).

Here’s How (and Why) You Need to Create a Map of Your Customer’s Journey


Here’s How (and Why) You Need to Create a Map of Your Customer’s Journey . As customer success professionals, we spend a lot of time and energy trying to enforce processes and procedures for our customers.

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

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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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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?

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?

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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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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?

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?

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

List of the 20 MOST Common Survey Flaws

Interaction Metrics

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.

Travel Sector: How to Build a Winning Loyalty Program

Currency Alliance

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. First up: the travel & hospitality sector.

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.

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.