MyCustomer

MARCH 26, 2019

Engagement 62

Engagement 62

Strikedeck

MARCH 26, 2019

Joseph shared how to hire a good CS leader, and what to look for during the process.

Customer Success 68

Customer Success Tips Customers How To 68

Totango

MARCH 26, 2019

In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items. Now, drones can deliver items purchased on Amazon to your door. You can order dresses from eShakti, customized down to the neckline, sleeve and length, all with a few taps on a screen.

Customer Success 65

Customer Success Customer Satisfaction B2C Fashion 65

Customer Bliss

MARCH 26, 2019

I’ve been so pleased with the response to my recent video on looking ahead at the state of customer experience, which sparked a lively conversation on LinkedIn and gotten more than 13,000 views so far (wow!). Since I’ve received so many thoughtful comments and questions especially about the work of leading the experience practice in various organizations, I wanted to share a few of my favorite lessons that I’ve gleaned over the years. 1.

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

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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

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. But how many truly achieve that objective? Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others.

Customer Experience 152

Customer Experience Contact Center Policies System 152

ShepHyken

MARCH 26, 2019

From AI to “HIMI” Human-Inspired Machine Intelligence. Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need for diversity and inclusiveness in the workplace. In Shep’s Opening Monologue… He discusses the pros and cons of chatbots.

Chatbots 123

Chatbots Contact Center e-support Social Media 123

BlueOcean

MARCH 26, 2019

Contact Center 197

Contact Center Engagement How To 197

Wired and Dangerous

MARCH 26, 2019

We are seeing a lot of threshold alarms these days. Highway freeways tell us “minimum speed 40 mph.” It is a way of keeping horse drawn buggies off the road. Minimum orders signal that only volume purchases are allowed. Even Disney has threshold alarms that say a child must be “this tall” to get on a particular attraction. As her two older sisters zipped past the “this tall” sign, it promoted my youngest granddaughter to say, “Tell them that scary things don’t scare me!”.

Comparison 89

Comparison Customers Customer Experience Report 89

Alliance by IFS

MARCH 26, 2019

Astea to Hold Roundtable on How Service Leaders are Adapting to the Changing World of Field Service. HORSHAM, PA (March 27, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , today announced that they will be presenting at the 4th Annual Field Service Summit UK 2019 conference on Wednesday, April 3, 2019 in Coventry, UK.

Conference 92

Conference Customer Satisfaction Management Communication 92

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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

Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. I’m going to introduce them to my people first culture and three piece strategy. Introduce them to customer personality types and how to manage behaviors, plus much, much more. Customer journey mapping will give you an advantage over your competitors… because you’re going to be continuously refining the interactio

Customer Journeys 68

Customer Journeys How To Touchpoint Loyalty 68

Alliance by IFS

MARCH 26, 2019

Astea and WBR Insights team up to study how field service medical device organizations in the medical device industry use FSM software. Properly maintained and serviced medical equipment is vital to the healthcare industry. If your company services medical or dental equipment, you need to adopt the most up-to-date medical field service software to protect your client base and better serve healthcare providers and their patients.

Report 85

Report Trends Healthcare Software 85

NetBase

MARCH 26, 2019

Influencer marketing is big business these days, with brands allocating a significant spend toward enticing top influencers to generate awareness in today’s highly competitive online environment. And that applies to every vertical. But is it working? And how can brands be sure? Measuring influencer marketing success requires a particular set of skills – skills that go beyond typical ROI savvy, to criteria that specifically relates to influencers.

ROI 66

ROI Measurement Metrics Marketing 66

Advantage Communications

MARCH 26, 2019

No matter the size of your business, what industry you serve, and whether you sell a product or service, your customer reputation relies heavily on delivering exceptional customer service that delights your clients. Unfortunately, most businesses simply do not possess the resources, time, money or know-how to do this successfully. This is why outsourcing your customer service to a contact center can revolutionize your business.

Contact Center 60

Contact Center Communication Exceptional Customer Service Resources 60

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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

Centriam Customer Experience Lab

MARCH 26, 2019

A customer experience transformation is underway at Cable & Wireless, a $3.6 billion telecommunications company. During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless.

NPS 57

NPS Wireless Telecommunications Data 57

Keatext

MARCH 26, 2019

The post How Breckenridge Grand Vacations improved their customer experience with text analytics appeared first on Keatext.

Analytics 63

Analytics Customer Experience Customers Case Study 63

Forrester's Customer Insights

MARCH 26, 2019

Apple and Goldman Sachs are partnering to deliver a new credit card. The industry seems to be quick to dismiss the partnership, especially the rewards program – but we think they’re missing the bigger picture. There’s an awful lot more at stake here than credit card rewards. The bigger concern for digital banks, traditional banks, […].

Banking 52

Banking Industry Rewards Programs Financial 52

InteractionMetrics

MARCH 26, 2019

For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects.

Engagement 40

Engagement Employee Engagement Metrics Report 40

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

Feedb

MARCH 26, 2019

After months of hard work, we have the new offers section ready! Now you can send offers via Email and SMS, embed them in your own website, show them in your Feedb Microsite, have dynamic expiration dates that work with automations , customize the look and feel with different layouts and enjoy multiple options to track referrals, leads and claims. Flexibility and Automation.

Brands 40

Brands Customers Marketing 40

InteractionMetrics

MARCH 26, 2019

For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects.

Engagement 40

Engagement Employee Engagement Metrics Report 40

North Highland

MARCH 26, 2019

The transportation industry can combat impending workforce shortages through strategic talent management approaches…. While change is always a constant, the sheer pace of change the transportation industry is currently facing is unprecedented, and prompting major innovation. Looming talent deficits resulting from projected industry growth coupled with poor talent acquisition and evolving employment expectations are causing transportation organizations to acknowledge the need for change.

Transportation 40

Transportation Industry Management Social Media 40

Bold360

MARCH 26, 2019

Subscribe via iTunes , Spotify and more. Yoav Barel is an industry leader who’s been at the forefront of customer experience for quite some time. From personal interactions in store, to the app revolution, to now, when conversational interactions occur through chatbots, Yoav has been there for it all. He’s also the CEO and Founder of the Chatbot Summit , a community and conference series dedicated to conversational experiences.

Technology 40

Technology Company Customer Experience Chatbots 40

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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

Oracle

MARCH 26, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 6th video on the Smarter Demos series, we take a look at some of the latest in omnichannel retail technology. While on location at NRF 2019: Retail’s Big Show in New York City from January 13-15, the SmarterCX team met with Avinash Lele, President of Cybage , who shared with us how their solution, DecisionMines, is empowering better decision-makin

Competitive Advantage 40

Competitive Advantage Sports Omni-Channel Retail 40

CSM Magazine

MARCH 26, 2019

If you are a business looking for a new broadband provider, here are some useful tips to help you select the right service for you. 1. Compare Offers. With a focus on cost, dependability and speed, make a comparison of all the deals on offer. To offer a low headline cost, some broadband providers for businesses offer the most affordable line rental.

Tips 40

Tips Comparison Connections Course 40

inmoment

MARCH 26, 2019

Today InMoment announced its integration with the Adobe Experience Cloud, but what does it mean for marketers? The short answer is that integration presents an entirely new way to look at the customer experience (CX) and gain more intelligence than ever before. Marketers have traditionally relied on acquisition, audience, behavioral, and conversion metrics to create customer segments and inform their efforts.

Marketing 40

Marketing Metrics Online Experience Feedback 40

Rant And Rave

MARCH 26, 2019

April isn’t just the month of emergency umbrella purchasing and debating the best Easter egg choice. It also marks the start of a new financial year, meaning most businesses are busy reviewing the numbers, strategy planning, and maybe even charting out budgets for new projects.

Financial 40

Financial Feedback Strategy Employee Engagement 40

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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

Forrester's Customer Insights

MARCH 26, 2019

Information technology keeps moving forward at an ever increasing pace. Business Intelligence (BI) technology isn’t falling behind and keeps constantly evolving. Gone are the days when vendors categorized themselves as IT focused and enterprise scalable vs. business user focused BI platforms mostly going after departmental and line of business (LOB) use cases.

Technology 47

Technology Analytics 47

Playvox

MARCH 26, 2019

As a quality assurance analyst, you’re responsible for helping a call center or customer service department reach its full potential.

Call Center 44

Call Center Customer Service Customers Culture 44

Forrester's Customer Insights

MARCH 26, 2019

A chronically ill senior steps off her scale and heads to the kitchen to make coffee. Moments later, a message appears on her phone; she looks: “Good morning, Mrs. Rodriguez. Your weight is a bit higher than normal this morning. Have you taken your Lasix yet today?” She clicks “yes” and returns her attention to […].

Healthcare 46

Healthcare Analytics Customers 46