IntouchInsight

SEPTEMBER 5, 2019

Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance.

Employee Experience 290

Employee Experience Connections Customer Experience How To 290

Alida

SEPTEMBER 5, 2019

Customer Centricity 201

Customer Centricity Customers 201

Innovative CX

SEPTEMBER 5, 2019

Baby Boomers, Millennials, Gen Xers and Gen Z’s make up our current workforce, but each has a unique set of needs. How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Consider these examples. In the 1984 Presidential Debates with Vice President Walter Mondale and President Ronald Reagan, who at the time was 73 years of age, Reagan was asked if he was too old to be president?

Culture 56

Culture Strategy Examples Engagement 56

InMoment XI

SEPTEMBER 5, 2019

Spare a thought for the millions of emails that are never opened. For the millions of letters that are never read. For the millions of website clicks that never reach conversion. For the millions of full baskets that are never checked out. For the millions of forms that are never filled out. For the millions. View Article.

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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

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge. It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

Customercount

SEPTEMBER 5, 2019

We catch up with CustomerCount WRAP partner John Locher, the ideal professional to educate our marketplace about the feedback and survey tools we provide. Continue reading → The post John Locher – WRAP partner and timeshare Olympian appeared first on CustomerCount.

Survey 75

Survey Feedback Tools 75

Interactions

SEPTEMBER 5, 2019

By early 2020, companies plan to more than double their adoption of Intelligent Virtual Assistants (IVA). The demand for Conversational AI technology in customer care is high, and so the question becomes how to implement the right solution. To build or to buy? When your business begins discussions on whether to build it yourself or buy a solution from a vendor, it’s important to consider the advantages and disadvantages of each.

Customer Care 69

Customer Care eBook Innovation Technology 69

Oracle

SEPTEMBER 5, 2019

IoT, or the Internet of Things, might have adopted the consumer-facing sheen of refrigerators that send owners a text message when it’s time to buy milk, or televisions that seamlessly interface with online content providers, but for businesses, the story is significantly different. The key concept for the corporate deployment of the Internet of Things is visibility — as in, pulling back the curtain on the nitty-gritty details of how technology is used and quantified on an operationa

ROI 73

ROI Customer Experience Study Survey 73

Totango

SEPTEMBER 5, 2019

The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives. An acquaintance, on the other hand, is someone you might only encounter occasionally when your paths cross. In business, customers should be more like friends than acquaintances.

Customer Engagement 68

Customer Engagement Engagement Loyalty Customers 68

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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

Upstream Works

SEPTEMBER 5, 2019

The world of customer experience management is expanding and growing in complexity at an alarming rate. The requisite buzzwords seem to be promoted enthusiastically on each vendor’s website – all vying for a spot at the forefront of innovation. But they share another challenge, namely balancing that drive to be leading-edge with the need to remain relevant and accessible to the organizations who aren’t quite there yet.

Contact Center 60

Contact Center Self Service Trends Technology 60

Customercount

SEPTEMBER 5, 2019

CustomerCount is mindful of data privacy when collecting and securing data. The case against Google and YouTube shows we all need to follow the regulations. Continue reading → The post The importance of enforcing data privacy regulations appeared first on CustomerCount.

Data 65

Data 65

SurveySparrow

SEPTEMBER 5, 2019

Autumn is here, and the trees are ready to shed their leaves. Well, the trees better wait their turn because SurveySparrow just dropped a pile of new features! Lucky for you, we just raked them up, so they’re all nice and ready for you to take a look! My Salesforce senses are tingling! Imagine having the superpower to boost sales and revenue with just a few clicks of a button.

Poor Customer Service 64

Poor Customer Service Survey Software Tips 64

Advantage Communications

SEPTEMBER 5, 2019

Customer experience (CX) leaders in the financial services need to create frictionless experiences for customers that perfectly balance customer satisfaction, reduced customer effort and a personal service. Without this perfect balance, businesses in the financial services sector will likely fail in building a loyal customer base. The result? Dissatisfied customers who will be eager to take their business elsewhere.

Financial 60

Financial Call Center Customer Satisfaction Customer Base 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,

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ProProfs Chat

SEPTEMBER 5, 2019

Do you know that the world’s most popular and widely used content management system now powers 34% of all websites on the internet? Question is, why is WordPress so popular? Well, it is easy to use and business owners don’t require professional skills to set up their website on the popular CMS platform. But no matter how much ease it brings to a business owner, there are a few goals that everyone wishes to meet.

Customer Service 56

Customer Service Knowledge Base Customer Satisfaction Software 56

Optimove

SEPTEMBER 5, 2019

Discover Optimove. Want to see Optimove in action? Fill in your details to watch a four-minute product tour video. Learn about what makes Optimove unique, and see it in action! The post Product Tour appeared first on Optimove.

Video 53

Video 53

Ecrion

SEPTEMBER 5, 2019

In today’s bustling world of business, time is money. You know how important it is to make the most of your company’s time and resources. In today’s modern Digital Age, technology and the Internet reign supreme over our personal and professional lives. After all, we’re connected to our smartphones on a regular basis, aren’t we?

Tools 52

Tools Social Media Advertising Software 52

Gainsight

SEPTEMBER 5, 2019

Four out of five B2B companies expect to compete based on CX alone. But will they actually? For most of them, the answer is no. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue , mean that B2B companies can’t just drag and drop B2C CX strategies—even mid-touch customers are far too complex and spend far too much in ARR for that to work.

B2B 49

B2B Tips Customer Experience B2C 49

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

NetBase

SEPTEMBER 5, 2019

Sponsorships with sports teams or athletes offer amazing awareness opportunities for brands – and this doesn’t only apply to those offering athletic gear or sports drinks. How can your brand make the most of this NFL season , or any sports season, for that matter? We have ideas. The NFL kickoff is today, of course, with Packers vs the Bears at Chicago’s Soldier Field.

Brands 45

Brands Sports Social Media Course 45

Call Experts

SEPTEMBER 5, 2019

Ideally, your team would never miss a day of work. . For every sick day, tardiness, or call out, your team becomes short-staffed and overburdened with extra work. Often, the tasks related to HR reporting get pushed to the side, become unorganized, or sometimes even lost. These inefficiencies can result in lower profits and compliance violations for your business. .

Company 45

Company Call Center Conference Contact Center 45

Forrester's Customer Insights

SEPTEMBER 5, 2019

The world of data protection — once considered a static and back-office service — is changing considerably. There’s been a lot of momentum in this marketplace over the past few years, especially with new approaches and models that serve enterprise requirements. Multiple business imperatives have affected this industry, including business leaders who expect I&O pros […].

Data 54

Data Marketing Industry 54

COPC

SEPTEMBER 5, 2019

“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. — Ding Yi (Allen), Director of Customer Service. COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial.

Financial 40

Financial Analysis System Innovation 40

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Training

SMG CX

SEPTEMBER 5, 2019

When you think of online shopping, odds are the first that comes to mind is Amazon. And while they’ve dominated the digital space for years, they also understand the importance of a customer’s brick-and-mortar experiences. Both online and traditional retailers are following suit.

Retail 40

Retail 40

CSM Magazine

SEPTEMBER 5, 2019

Northern Powergrid , the company responsible for the electricity network that powers everyday life for more than 8 million people across the North East, Yorkshire and northern Lincolnshire, has launched a new service to help customers who are British Sign Language users get the information they need about an electricity connection or power cut. The innovative InterpretersLive!

Video 40

Video Connections Innovation Communication 40

Forrester's Customer Insights

SEPTEMBER 5, 2019

Augmenting human intelligence is the fastest way to get value from AI. The problem? Human-centered design (HCD) is missing from most attempts to augment human intelligence. Sure, the AI teams doing this work sincerely care about humans — but that’s not the same thing as knowing and applying proven HCD methods like iterative prototyping paired […].

Data 47

Data Customer Experience Customers 47

Grade.us

SEPTEMBER 5, 2019

What are the ingredients, recipes, must-haves when it comes to starting a marketing agency? Many of our readers here at Grade.us are already the owners and founders of marketing agencies. But. We frequently get questions from independent consultants who dream of expanding. We have aspirational entrepreneurs who understand the growing value of local marketing.

Marketing 30

Marketing Social Media Consulting Sales 30

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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

SEPTEMBER 5, 2019

As global enterprise spending on software surpasses the $1 trillion mark in the coming decade, the growth rate of software spending will slow to 4% per annum from 7% historically. A buyers’ market for enterprise software will emerge. More choices, more transparency, and more interoperability will result in unprecedented choice for enterprise software buyers, who […].

Software 43

Software Marketing Customers 43

Brad Cleveland Blog

SEPTEMBER 5, 2019

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Other studies … Continue reading → The post The Power of Employee Engagement appeared first on Brad Cleveland.

Employee Engagement 26

Employee Engagement Engagement Study Groups 26

Forrester's Customer Insights

SEPTEMBER 5, 2019

If software is “eating the world,” in the words of Marc Andreessen, the world also has a reciprocal appetite for software. From 2020 until 2030, Forrester estimates that global software spending by businesses will climb from $920 billion to north of $1.3 trillion. Software will continue to spread, mediating, recording, and enabling more users, transactions, […].

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Software Customers 42