Thu.Sep 05, 2019

Employee Experience – Good for Employees, Good for Business


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

3 Best Practices on Embracing the Hard Stuff from a Customer-Centric CEO

Vision Critical

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Creating a multi-generational culture to support your CX strategy.

Innovative CX

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.

Artificial Intelligence is Transforming Customer Care

NICE inContact

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.

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.

3 Reasons Why Behavioural Science is Critical for CX Transformation


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.


More Trending

Why is Customer Engagement Important and Valuable?


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.

Product Tour


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

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Back to Basics: Contact Center Trending Technology 101

Upstream Works

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.

How You can Create Loyal Customers in Financial Services With the Help of an Outsourced Call Center

Advantage Communications

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.

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.

The importance of enforcing data privacy regulations


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.

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Live Chat Plugin for WordPress: 8 Ways It Can Power up Your Customer Service Game

ProProfs Chat

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?

John Locher – WRAP partner and timeshare Olympian


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. News John Locher Wrap partner

Sweaty Betty’s Dive Into Their Data Results In Major Uplift


As a brand designed by women, for women, Sweaty Betty has helped shape the activewear market for over 20 years.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

The NFL Kick-off and Brand Sponsorships


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.

Finding the Perfect Vendor


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?

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Autumn arrives with a dash of the newest features!


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!

Conversations with Clients: Ding Yi (Allen), Ant Financial, Part I


“… 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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

3 ways retailers can provide online shoppers a better in-store experience


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. CX Programs

Northern Powergrid Introduces New Service for Sign Language Users

CSM Magazine

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 interpreting service, delivered in partnership with Sign Solutions, connects customers to an online, fully qualified British Sign Language interpreter with just one click. The interpreter will then communicate in real-time with customer advisors in Northern Powergrid’s award-winning contact centre. Catherine Harris, Northern Powergrid’s consumer vulnerability manager, said: “We want our customers to receive the support they need, when they need it, and have a real choice when it comes to talking with us about getting an electricity connection or receiving support in a power cut. “By working with a specialised organisation like Sign Solutions, we’re able to provide increased accessibility, for our customers who use British Sign Language, as their first and preferred language. This new video interpreting service is easy to use and will help improve peoples’ experience with us. We hope it will help make a real difference for thousands of people in the communities we serve who are deaf.”. Clare Vale, managing director of Sign Solutions, said: “Northern Powergrid is using technology to become more inclusive and help deaf customers lead an independent life. This is a positive step forward and will help transform the way the electricity network operator interacts with its customers across the region.”. Customers who’d like to use the service will need a computer, tablet or phone that has a camera and internet connection and should visit Sign language interpreters will be available seven days a week between 8am and midnight. The new video interpreting service builds on Northern Powergrid’s existing Text Relay and Minicom services which support customers who are deaf or have hearing loss and find communicating by telephone difficult. Northern Powergrid also has a free Priority Services Register for anyone with a disability, medical condition or a very young family, who may need greater assistance during a power cut. Local people, regardless of who they choose to buy their electricity supply from, can sign up online or by calling the electricity network operator’s Powergrid Care team in the UK on 0800 169 2996. Customer Service News

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How To Know If You’re Prospect-Centric Or Customer-Centric


What is a customer? It’s a word I’ve typed so often in my job here at Gainsight I find myself accidentally typing it on autopilot half the time I type any word that starts with the letter “c.” ” It’s probably the most used noun on our website and blog, ahead of “outcomes” and “success.” ” But everyone knows what a customer is, obviously. I mean, we do, right? It’s a person who buys a product or service, right?

ROI on IOT: What Is This Tech Giving Back to Customer Experience?

Smarter CX

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.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

4 Tips For Scaling Customer Experience In B2B


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.

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Trying To Augment Intelligence With AI Fails When Data Scientists And Designers Don’t Collaborate

Forrester's Customer Insights

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.

Data 45

11 Business Automation Tools to Boost Efficiency and Increase Profits


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.

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The Data Protection Market Is Reforming: Hedvig Is Commvault’s Stake In The Ground

Forrester's Customer Insights

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 protection mergers & acquisitions (M&As

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Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.