Keatext

FEBRUARY 27, 2019

The post Crafting personalized customer experience with text analytics appeared first on Keatext.

Analytics 40

Analytics Customer Experience Customers Hospitality 40

Oracle

FEBRUARY 27, 2019

Imagine this: 4 individuals sit down in a conference room to build a customer experience strategy. The first one starts and says, “Let’s begin by considering ways to engage our audience.” The second shakes their head and says, “No. Converting leads is where we should focus our attention.” The third interrupts to point out that fulfilling expectations is the most important part of any strategy.

Strategy 103

Strategy Customer Experience Retail Social Media 103

Qualtrics

FEBRUARY 27, 2019

Customer Experience 20

Customer Experience Customers 20

InMoment XI

FEBRUARY 27, 2019

VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.” But that’s a tall order – not to mention an ambiguous one – and it raises a number of questions, such as: What is a customer-centric culture anyway? View Article.

Customer Centricity 379

Customer Centricity Culture Customers Company 379

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

ShepHyken

FEBRUARY 27, 2019

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. I love that word, incredible , almost as much as my favorite word, amazing. If someone told you the customer service at a bank was incredible, you would only think positive things.

Brands 113

Brands Handbook Banking Customer Service Training 113

Prophet

FEBRUARY 27, 2019

In today’s digital, always-on world, words are an increasingly powerful currency for brands to create real-time value and demonstrate relevance. But finding the right words—and using them effectively—requires rigor and structure. Deploying a thoughtful verbal branding strategy (sometimes called a verbal identity) can help bridge your brand strategy to in-market execution through content, communications and […].

Brands 100

Brands Strategy How To Consulting 100

CX Journey

FEBRUARY 27, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics.

Metrics 80

Metrics NPS Trends Financial 80

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Published on: February 27, 2019. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. But with a huge range of books now available, and a limited amount of time, how can you ensure you are reading the most important titles for your business and career?

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

ReviewTrackers

FEBRUARY 27, 2019

Why Edit Reviews on TripAdvisor? TripAdvisor is one of the first websites ever to adopt user-generated content. The content is provided by users who share their reviews, opinions, questions, answers, photos, and videos on the world’s largest selections of travel listings. The amount of reviews TripAdvisor has generated through users is particularly impressive.

Travel 82

Travel Guidelines Report Video 82

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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

Heart of the Customer

FEBRUARY 27, 2019

Two weeks ago I hosted a webinar with Intouch Insight (you can view the recording here), and I was blown away with all of the good questions we had. We left fifteen minutes for Q&A and weren’t even able to get through everything! Samuel, in particular, asked two good questions we often hear from companies […]. The post What is the Right Level of Granularity for Your Customer Journey Map?

Customer Journeys 74

Customer Journeys Customers Company Customer Centricity 74

Amity

FEBRUARY 27, 2019

If you’re like most Customer Success organizations, you’re spread too thin across your customer base—especially across your smallest and least sophisticated customers, who are the ones who need your help the most. What if you could help all your customers be successful… while you sleep? ‘Self-success’ is the name that Mikael Blaisdell of the Customer Success Association has coined to describe this field, which involves empowering customers with the knowledge

Self Service 64

Self Service Knowledge Base ROI Customer Success 64

datastax

FEBRUARY 27, 2019

Since it first appeared in 2008, Apache Cassandra —an open source distributed NoSQL database that originally began as a Facebook project—has become increasingly popular for enterprise applications that require high availability, high performance, and scalability. As more and more enterprises deploy Cassandra, the demand for engineers skilled in the new database is increasing, too.

How To 68

How To eBook Exercises Tips 68

The DiJulius Group

FEBRUARY 27, 2019

It Is Not About The Caulk I recently was in Las Vegas to speak to a homebuilders association. The night before at the reception, my host was introducing me to their members as the keynote speaker for the next day. One of the members asked me what my topic was. When I told her it. Read Full Article. The post It Is Not About The Caulk appeared first on The DiJulius Group.

Groups 67

Groups Culture Leadership 67

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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

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. With this a company can achieve short term growth. However, recurring revenue and LTV drive long term growth. So, a proper customer success organization is required to provide consistent growth.

Customer Success 65

Customer Success Chief Customer Officer Sales Leadership 65

dscout People Nerds

FEBRUARY 27, 2019

Serial host Sarah Koenig on compelling, empathetic storytelling in the age of audio.

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Method:CRM

FEBRUARY 27, 2019

Those poor accountants. They get a bad rap. You know the stereotypes: “boring,” “bean counters,” or “math nerds.” You may even have an image in your mind of the desk-bound pencil-pusher sitting in a dark room poring over people’s taxes. These images are especially unattractive to the Millennial and Gen Z cohorts, who typically regard the 9-to-5 workday life as a virtual prison sentence.

Financial 61

Financial Consulting Competitive Advantage Innovation 61

iPerceptions

FEBRUARY 27, 2019

Asking your customers to complete a survey is like starting a conversation with them. You should everything you can to approach your survey design as such.

Survey 54

Survey Tips How To Customers 54

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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

NobelBiz

FEBRUARY 27, 2019

WASHINGTON, February 14, 2019—The Federal Communications Commission today proposed rules banning illegal spoofed text messages and international calls. The proposed rules would enable the agency to address consumer concerns about unwanted text messages and scam calls from overseas. The Truth in Caller ID Act of 2009 prohibits anyone from transmitting misleading or inaccurate caller ID [ ] The post FCC Seeks to Combat Illegal Spoofed Texts & International Calls appeared first on Nobe

Consumers 53

Consumers Communication Telecommunications Contact Center 53

Interactions

FEBRUARY 27, 2019

We’ve talked in length about the reputation AI tends to have – overpowering and sometimes downright creepy. But, what’s not talked about enough is the fact that the importance of humans thrown into the mix can’t be understated. Without humans, every word uttered or typed has a certain emptiness to it, seeming – for lack of a better word – robotic.

Healthcare 48

Healthcare Chatbots Training Study 48

NetBase

FEBRUARY 27, 2019

It’s not always easy deciding whether to dive into embracing new technologies before they’ve become commonplace. But often there are advantages to getting there early. Such is the case with AI Analytics. Here’s why: It Puts You Further Ahead of the Curve. Though there are still brands not using social analytics in all the ways they could, arguably all brands at the forefront of their industry know the importance of sentiment analysis.

Travel 45

Travel Hotels Analytics Sports 45

Strativity

FEBRUARY 27, 2019

We recently participated in two industry conferences hosted by Consero – one for Learning & Development (L&D) executives, the other for Customer Experience (CX) executives. We were struck by the consistent themes that came up across the two events, despite the different audiences and agendas. The post The Intersection of Human Resources & Customer Experience – Observations from Recent Industry Conferences appeared first on Strativity.

Conference 40

Conference Resources Industry Customer Experience 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

Bold360

FEBRUARY 27, 2019

Buy local, shop brick and mortar, boycott fast fashion—more and more, people are choosing to support their fellow human beings with their shopping dollars. So, it’s not surprising that there’s a backlash against AI brewing, out of fear that bots will edge humans out of customer service jobs. That fear, however, is based on the misconception that bots can do all the same things humans can.

Self Service 40

Self Service Chatbots Fashion Metrics 40

Prophet

FEBRUARY 27, 2019

Bernhard Schaar, associate partner at Prophet, talks about how to create a relentlessly relevant brand. He lists the four key dimensions that make up brand relevance: pragmatism, innovation, inspiration and customer obsession, as well as offers advice to companies to increase their brands’ relevance. One important thing to note, according to Schaar, is that digital […].

Brands 40

Brands Consulting Innovation Marketing 40

Forrester's Customer Insights

FEBRUARY 27, 2019

Six years ago, I noticed a pattern in the inquiry calls I was fielding from clients. At the time, many of them centered around things like BYOD, whether to take away local admin rights from PCs, and other decisions driven by escalating fears of security or compliance risks. If I was able to answer their […].

Employee Experience 49

Employee Experience Employee Engagement Engagement 49

Happy or Not

FEBRUARY 27, 2019

by Jessica Bethune | HappyOrNot Retail tends to lend itself as a forerunner in utilizing Customer Experience data for marketing and branding purposes. But is that enough to […]. The post Can Retail Survive without Customer Analytics? appeared first on HappyOrNot.

Retail 44

Retail Analytics Customers Brands 44

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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

Forrester's Customer Insights

FEBRUARY 27, 2019

One of our 2019 B2C marketing predictions is that enterprise marketing technology will meld with customer experience (CX) investments to deliver the relevancy and consistency that consumers crave from brands. Real-time interaction management (RTIM) provides critical capabilities that enable marketers to realize their CX ambitions. Forrester defines RTIM as: Enterprise marketing technology that delivers contextually […].

Interaction 46

Interaction B2C Management Marketing 46

Keatext

FEBRUARY 27, 2019

The post Improve guest satisfaction with customer experience strategies powered by AI appeared first on Keatext.

Strategy 40

Strategy Customer Experience Customers Hospitality 40

Qualtrics

FEBRUARY 27, 2019

Hear from Samantha Hammock , the Chief Learning Officer at American Express, about how they’re enabling great feedback, prioritizing leadership development for all, preparing for the future of work, and more. Over to Samantha! On how she got into HR and why it’s an exciting career today: People who succeed in HR today are curious about the business and can directly connect the work they’re doing to business goals.

Leadership 37

Leadership How To Employee Engagement Feedback 37