Mon.Sep 09, 2019

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Is Your Customer Personalization Actually Personal?

CSM Magazine

Andrea Belk Olson investigates the topic of customer personalization and explains how it can add depth to your customer relationship building. It’s really fascinating to speak with organizations about their personalization strategies. They speak often about things like “customized content” or “customized products”, where a customer can select a unique product color, or filter specific content they want to see on your platform.

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How to Reduce the Risk of Response Bias in Your Surveys

GetFeedback

Survey 150
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Is Story part of Your Professional Advancement Roadmap?

One Millimeter Mindset

When you think about your professional advancement roadmap, storytelling probably is the last component on the list. After all, our perception of professional development reinforces a linear, straight-line from where we are today, to where we will be tomorrow and in the future. Yet, our own experiences getting even from Point A to Point B often are anything but linear.

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How to Create Effective Customer Experience Journey Maps

Survicate

The post How to Create Effective Customer Experience Journey Maps appeared first on Survicate.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Promises, Promises, Promises.

CloudCherry

It’s ALL about keeping promises with CX. And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. From starting with a brand’s slogan and setting expectations to LISTENING to (what a concept) and ACTING on (now we’re talking) customer feedback, Eric stresses the importance of alignment – from top to bottom.

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Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours

Heart of the Customer

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]. The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer.

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5 Top Customer Service Articles for the Week of September 9, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. (Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect.

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Hiring People who Smile is One Step in the Right Direction

Ann Michaels and Associates

It takes a mere second and can actually make someone’s day. Smiling is probably the most underrated gesture we can bestow upon one another. Think about how many people you interact with during the day. Or maybe people you just walk by. How easy would it be just to smile at them? You never know what kind of day someone is having so why not try to make it just a little better.

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The Top 8 Quiz Makers That You Should Look for in 2019

SurveySparrow

Quizzes, Quizzes everywhere, but not a good one in sight! You know it, I know it! We do need a quiz maker. Want to get information about your customers? Want to know what your employees think about the new work culture? What do you do? Resort to Quiz makers! No second thoughts! Grabbing the attention of your respondents are quite harder than you think.

Survey 74
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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AI IRL Podcast Episode 33: AI or A-Try? What You Need to Know to Break Through the Hype

Bold360

Subscribe via iTunes , Spotify and more. People get excited about AI. But a lot of times, they get lost in the hype. So, on the latest episode of AI:IRL , Guy Zipori joined me to talk through what’s hype and what’s reality. He also talked about some things we need to keep in mind when it comes to AI and how you can determine if AI is right for your business.

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How to Optimize Customer Communications Across Customer Journeys

Topdown

Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention. Whether you are an insurance firm, a bank, or any other type of business that interacts with people, the customer’s journey plays an extremely important role for attracting and retaining customer base.

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Totango IBIZA Product Updates | September 9, 2019

Totango

Totango Product Updates | September 9, 2019. Introducing Agenda, an enhanced experience for your team to manage their work and control their time. Portfolio managers are extremely knowledgeable about their customers and their work. In order for them to be successful, they should know the goals of their work, how their activities relate to the goals of the team as a whole, and the time frame in which they’re working on these initiatives. .

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The top CX measurement techniques - as ranked by CX leaders

MyCustomer

Engagement. The top CX metrics - as ranked by CX leaders.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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How to Identify Influencers for Every Niche Need

NetBase

Finding an influencer for every niche need may feel like overkill, but it’s so incredibly worthwhile for brands. We’ll explain why that is and how the discovery process looks below! Your niche may be somewhat differentiated from traditional markets, or it could be excruciatingly narrow in focus, in a way that will only apply to a small subset of consumers.

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Everything You Need to Know About CX Technologies at Oracle OpenWorld 2019

Oracle

Oracle OpenWorld 2019 will take place September 16 – 19 in San Francisco, with over 2,000 unique sessions planned on topics including breakthrough innovation and technology. Below we highlight everything you need to know about customer experience technologies and featured activities that will be showcased at the event, including the following: CX sessions.

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The Top 8 Quiz Makers That You Should Look out for in 2019

SurveySparrow

Quizzes, Quizzes everywhere, but not a good one in sight! You know it, I know it! We do need a quiz maker. Want to get information about your customers? Want to know what your employees think about the new work culture? What do you do? Resort to Quiz makers! No second thoughts! Grabbing the attention of your respondents are quite harder than you think.

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Conversations with Clients: Ding Yi (Allen), Ant Financial, Part 2

COPC

“… 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.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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7 Key Qualities that Make a Good Customer Service Team Coach

Playvox

Coaching empowers your customer service team with expert support, guidance and encouragement — or, at least, it should.

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A Master Marketing Blogger’s Guide To Agency Success

Grade.us

Fortune 500 companies trust Ryan Robinson to manage their content strategy. And they're smart for doing so, because he built a 6-figure blog with over 400,000 readers while working a full-time job. He's been featured in Forbes, Entrepreneur, Inc., Fast Company, and a host of other publications. And he's found ways to get his clients coverage in these publications too.

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Meet Your Newest B2C Martech Analyst

Forrester's Customer Insights

Do you work with marketing resource management (MRM) or mobile engagement automation (MEA) tools? If yes, I want to hear from you! I’m Steph, the newest member of Forrester’s B2C martech research team. I’ve been at Forrester for four years, first as a research associate and most recently as a researcher on the B2C marketing […].

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Amaya (partner)

Optimove

The post Amaya (partner) appeared first on Optimove.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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The Forrester Wave™: ECM Content Platforms, Q3 2019

Forrester's Customer Insights

Forrester is excited to announce the recent publication of “The Forrester Wave™: ECM Content Platforms, Q3 2019” report. Watch the video below to learn how this refresh of two classic Forrester Wave evaluations merged into one and what to expect from it. Forrester included 14 vendors in this assessment: Alfresco Software, Box, GRM Information Management, […].

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Microgaming

Optimove

The post Microgaming appeared first on Optimove.

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The $5 Billion Funding Frenzy: There’s Never Been A Better Time To Rethink Your HCM Investments

Forrester's Customer Insights

Estimates of venture capital funding for HR technology point to record levels of more than $5 billion in 2019. Some of the recent activity in talent acquisition includes: Entelo acquired ConveyIQ along with new funding and management changes; HireVue received another round of funding via new majority investor The Carlyle Group; Jobvite received a $200M […].

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Xtremepush

Optimove

The post Xtremepush appeared first on Optimove.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

Le Tote Buys Lord + Taylor — A Most Peculiar Way To Buy Growth Fashion subscription company Le Tote agreed to acquire the storied (if tired) department store Lord + Taylor. We have several questions. For starters, the price. Le Tote, a popular yet relatively nascent rental company, has raised $62.5 million in venture capital […].

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Mobivate

Optimove

The post Mobivate appeared first on Optimove.

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Call Center Coaching Effectiveness: 5 steps to (Finally!) Realizing a Return on Coaching

Amplifai Coaching Category

By Melissa Pollock & Jim Rembach.