Tue.Nov 29, 2016

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Will Machines Really Own the Transactional Surveys of the Future?

InMoment XI

I wish I could take a poll right now to get your first reaction to this question and ask you what you perceive “own” to be… This is a very fundamental topic of today’s customer experience measurement world, and it is an interesting debate topic among many CX professionals and researchers. In fact, I have.

Survey 0
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The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?

ijgolding

As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance, with variants attested as early as 1826. The song and accompanying dance peaked in popularity as a music hall song and novelty dance in the mid-1940s in Britain and Ireland.

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Will Machines Really Own the Transactional Surveys of the Future?

InMoment XI

I wish I could take a poll right now to get your first reaction to this question and ask you what you perceive “own” to be… This is a very fundamental topic of today’s customer experience measurement world, and it is an interesting debate topic among many CX professionals and researchers. In fact, I have. View Article.

Survey 200
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A 4-Step Plan For New Chief Customer Officers, With Donna Peeples – CB29

Customer Bliss

Episode Overview. Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode. But according to Donna, her role — and the steps she progresses through — are/were the same in both contexts.

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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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The 90’s called, and they want their survey back.

AskNicely

This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….

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The 90’s called, and they want their survey back.

AskNicely

This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me why we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….

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A Job or a Journey? Mapping the Employee Experience

SuiteCX

By Paul Butcher, Agile Marketing Group. Like every aspect of our lives, the world of work is going through massive change and transformation. The one company career model of the past has been replaced with a much more fluid, transitory world where moving from job to job and employer to employer is the norm. At the same time the skills that are in demand have also shifted creating shortage and competition for talent in certain areas, technology in particular, and a surplus in others.

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Amazing Business Radio: Nate Spears

ShepHyken

Nate Spears on Providing Exceptional Customer Service. in the Digital Age. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Nate defines the meaning of an exceptional customer experience and explains how it’s not as hard as you think to go above and beyond for your customers.

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Discover Customer Experience Moments & Details | #cx

Kate Nasser

Discover customer experience greatness not in the depths of complex strategy. Find it in moments of attitude & detail. Insights from Kate Nasser, The People Skills Coach™. The post Discover Customer Experience Moments & Details | #cx appeared first on KateNasser.com.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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For the Last Time, It’s Not Okay to Say, “Your Welcome.”

Myra Golden

I was behind a truck recently that had a cool LED lighted border around the license plate. Little red lights danced around and framed the driver’s message. Here’s what this driver had displayed on his flashy license plate border: “If your reading this, than your to close.”. Do you see what I saw? Not one, not two, but four typos! The message should read: “If you’re reading this, then you’re too close.”.

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What Every CEO Should Know About Customer Service and the Customer Experience

Tricia Morris

According to Forrester Research, more than two-thirds of brands now aim to differentiate based on customer experience. Confirming this, the 2016 Dimension Data Global Contact Centre Benchmarking Report which surveyed more than 1000 organizations this year across 81 countries and 14.

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For the Last Time, It’s Not Okay to Say, “Your Welcome.”

Myra Golden

I was behind a truck recently that had a cool LCD border around the license plate. Little red lights danced around and framed the driver’s message. Here’s what this driver had displayed on his flashy license plate border: “If your reading this, than your to close.”. Do you see what I saw? Not one, not two, but four typos! The message should read: “If you’re reading this, then you’re too close.”.

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How TELUS Used iPerceptions’ Audience Solutions To Double Their Retargeting Conversions

iPerceptions

With over 12 million subscribers, TELUS is one of Canada’s largest telecommunication companies. To continue to grow its subscriber base, TELUS currently runs several retargeting campaigns, with great success.

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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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Customer Experience Tips: Learn to Praise Incrementalism

McorpCX

I was listening to a Freakonomics podcast recently, titled “In Praise of Incrementalism.” It struck a chord with me on several different levels, not least of which is the fact that as we’ve observed, many customer experience ‘breakthroughs’ are the result of many tiny steps taken over time.

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10 Mechanics That Drive Gamification

Customer Interactions

Google gamification, and you’ll unearth theoretical treatises and complicated case studies in abundance. But gamification doesn’t have to be a challenge – in fact, it can be broken down into 10 basic principles, or game mechanics.

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PPT Solutions Named to CIOReview’s 20 Most Promising Customer Experience Management Solution Providers 2016

ppt solutions

FREMONT, CA, November 29, 2016— PPT Solutions, a premier provider of Client-centric, performance- based Customer Experience and Business Optimization Solutions, was recently named by CIOReview as one of the Top 20 Most Promising Customer Experience Solutions Companies. The annual list of companies is selected by. The post PPT Solutions Named to CIOReview’s 20 Most Promising Customer Experience Management Solution Providers 2016 appeared first on PPT Solutions.

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Web Self-Service Strategies Every Business Should Be Using

Myra Golden

Story highlights: 5 web self-service strategies that will slash your incoming support calls. My Business Phone (Almost) Never Rings. And That Makes Me a Genius. I remember back to my first few years in business when I was tethered to my BlackBerry, constantly returning phone calls and replying to emails. My business phone rang so much that I needed to hire an answering service.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Ratings & reviews have a major impact on holiday shopping behavior (report)

ForeSee

The climate for retailers this holiday season is highly competitive, forcing companies to refine business strategies, hone marketing messaging, and double-down on an incredible customer experience. But there’s another factor. The post Ratings & reviews have a major impact on holiday shopping behavior (report) appeared first on ForeSee.

Report 40
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Guest Post: Marketing To Individuals Online

Natalie Petouhof

Tweet For many companies who function predominantly online, face to face interactions with customers and clients seldom happen. Personal relationships are difficult to build when the individuals that your company targets are a demographic statistic rather a specific person with a smile and ambitions. So how can your company connect with individuals and form relationships that last when your business only has one brick and mortar store?

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Web Self-Service Strategies Every Business Should Be Using

Myra Golden

Story highlights: 5 web self-service strategies that will slash your incoming support calls. My Business Phone (Almost) Never Rings. And That Makes Me a Genius. I remember back to my first few years in business when I was tethered to my BlackBerry, constantly returning phone calls and replying to emails. My business phone rang so much that I needed to hire an answering service.

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Four signs your survey process is broken - and how to fix it

MyCustomer

Voice of the Customer 4 signs of a broken survey process & how to fix it.

Survey 42
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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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UXPA Researches the Design of Their Conference

dscout People Nerds

UXPA Boston used dscout to study their conference experience. Here’s how.

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eCornell Videos: Anticipating Customer Needs

Brad Cleveland Blog

Video 20
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Research Insights: UXPA Boston's 2016 Conference

dscout People Nerds

What UX researchers learned—and shared—about their conference-going experience.

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eCornell Videos: Anticipating Customer Needs

Brad Cleveland Blog

Video 20
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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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Make it Active: On CX Leaders and UX research

dscout People Nerds

First in a two-part interview with customer experience expert Jeanne Bliss.