Playvox

FEBRUARY 28, 2019

We’ve all heard of ROI, but what does it actually mean?

ROI 40

ROI Customer Service Customers Culture 40

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview. “What we did five or ten years ago won’t be good enough for what we have to do in five and ten years from now.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

Oracle

FEBRUARY 28, 2019

When it comes to omnichannel customer experience, brands are able boost sales while at the same time improving customers’ experiences at various touchpoints. For example, one may think that access to online pricing on a smartphone or store kiosk might drive consumers away from stores — and even potentially to a competitor’s site — however, that way of thinking simply isn’t true.

Omni-Channel 106

Omni-Channel Brands Customer Experience Hotels 106

Experience Matters

FEBRUARY 28, 2019

Does your organization listen to its employees? I mean, really listen and act on what they say. Based on what our research has uncovered, it’s likely that the true answer is “no.” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.” In the report, Employee Engagement Competency & Maturity,

Feedback 265

Feedback Engagement Employee Engagement Study 265

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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

Kayako

FEBRUARY 28, 2019

The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with the need to design and deliver a great customer experience in order to support and sustain their growth initiatives. But developing a strategy to deliver that great experience isn’t as simple as deciding you’re going to do it.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

Totango

FEBRUARY 28, 2019

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. And in today’s customer-centered economy , there’s nothing more important than generating real value for your customer. Adoption is about more than just usage; it’s about helping your customer get the most out of your services.

Metrics 83

Metrics Customer Success ROI Measurement 83

NobelBiz

FEBRUARY 28, 2019

Christian Montes | Executive Director of Sales at NobelBiz | Contact Center Technology Company Published on February 25, 2019 Most companies don’t know their calls are being mislabeled or blocked and to what extent. I have discussed this subject with over 100 companies and the truth is the subject of call labeling and blocking is complicated, [ ] The post The Call Labeling and Blocking Ecosystem – and how to navigate it appeared first on NobelBiz®.

How To 80

How To Contact Center Sales Technology 80

Hello Customer

FEBRUARY 28, 2019

New month, new Hello Customer digest! And February has been quite a month for us. We hosted a customer centricity event with Möbius Business Redesign. We kicked off an awesome collaboration with Snackbytes to create engaging and creative video content to share our vision and passion with everyone. We launched our new logo ?! And last but not least: we released our brand new event center.

Customer Centricity 66

Customer Centricity Video Brands Engagement 66

UJET

FEBRUARY 28, 2019

When you know more about your customers, you can provide the best possible experience at all times. It sounds simple enough, but gathering the right kind of customer data requires tact and understanding from your agents of what kind of information is valuable to the company as a whole.

Data 56

Data How To Customers Customer Experience 56

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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

Ecrion

FEBRUARY 28, 2019

All companies face challenges. It might be a simple fix, or one that requires outside help. The last thing your company needs, if it prints a ton of documents, are dynamic document production challenges. If a challenge does pop up – and, let’s be honest, there’s a good chance it will at some point – it’s important to have the right software and support team in place.

Software 62

Software Fashion eBook System 62

Survaider

FEBRUARY 28, 2019

The difference between SEO (Search Engine Optimization) and ORM (Online Reputation Management) is a topic of discussion that needs to be done in order to dispel the confusion between the two. Whether you are a B2B or B2C firm, knowing the difference between the two can help you strategize your efforts in SEO and ORM better. So, grab a cup of coffee and start reading the 4 differences between SEO and ORM.

B2C 60

B2C Management B2B 60

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous.

ROI 54

ROI Study Financial Loyalty 54

NobelBiz

FEBRUARY 28, 2019

The technology of call queuing is central piece to inbound contact centers. When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available. In call queues, the typical distribution method is first in, first out.

Contact Center 52

Contact Center Call Center How To System 52

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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

Think Customers

FEBRUARY 28, 2019

As we see the pace of disruption and transformation accelerating across all industries, it should come as no surprise that digital marketing and social media would have shifted as well. These are some of the most significant trends and shifts I’m watching as we head into 2019. Artificial Intelligence. AI is going to take over the world! Alternatively, at least the world's simpler jobs.

Social Media 56

Social Media Trends Marketing Industry 56

ReviewTrackers

FEBRUARY 28, 2019

TripAdvisor Acquisitions. Online travel website TripAdvisor is continuously building a strong portfolio of travel brands. Headquartered in Needham, Massachusetts, the company has made a lot of moves to enrich its user experience for consumers and businesses alike. Use this list of TripAdvisor acquisitions to stay on top of what’s happening on TripAdvisor.

Travel 50

Travel Hotels Wait Times User Experience 50

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous.

ROI 48

ROI Effort Score Study Financial 48

Talkdesk

FEBRUARY 28, 2019

With the February 28 announcement of the Winter 19 release, Talkdesk continues to extend its leadership in customer experience innovation, building on the ability for contact centers to provide a personalized, context-driven experience in every conversation, no matter the channel or device. The Winter 19 release delivers new capabilities and enhancements to provide the best experience possible for every stakeholder in the customer journey.

Contact Center 44

Contact Center Innovation Leadership Customer Journeys 44

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

MyCustomer

FEBRUARY 28, 2019

Engagement. Society v tech: What's driving CX innovation?

Innovation 71

Innovation Technology Engagement 71

John Paul

FEBRUARY 28, 2019

Each month, we interview a John Paulee to shine a spotlight on employees who are working hard behind the scenes! This month’s star is Louise, a Concierge VIP working on the customer service team for a large hospitality company. Read on to learn more about Louise. What do you do at John Paul? I work on a customer service team for a major actor in the hospitality sector, and the goal is to help the guests of this brand.

Hospitality 40

Hospitality Loyalty Programs Hotels Loyalty 40

MyCustomer

FEBRUARY 28, 2019

4th Mar 2019. W. Customer experience is forecast to surpass price and product as the key brand differentiator by the year 2020. But new research reveals. By. Neil Davey. Managing editor.

Study 40

Study Brands Management Customer Experience 40

ProProfs Chat

FEBRUARY 28, 2019

Are your customers not so important for you? Do you often avoid their issues and requests? Are you witnessing a steady loss of customers? If the answer to all these questions is “yes”, your business is surely in big trouble, my friend! It’s high time that you realize the value of customer service and loyal customers. Don’t take them for granted, as acquiring new customers is a hard nut to crack.

Customer Service 40

Customer Service Customer Service Representative Knowledge Base Feedback 40

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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

NetBase

FEBRUARY 28, 2019

Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands. Our latest NetBase Brand Passion Report 2019: Top Loved Australian Brands reveals insights about brands in the magical land of “Oz” – but there are takeaways for all brands everywhere. The report examines the overall top, i.e., most loved, Australian brands as discussed on social media channels (English-language posts with an Australia geographic overlay) fr

Report 40

Report Consumers Brands Airlines 40

ProProfs Chat

FEBRUARY 28, 2019

If you’re a regular online shopper like I am, pretty sure when you complete a transaction, you get one of those satisfaction surveys too. Even when carpooling or taking a cab, they ask you to rate the ride and so on, so why exactly do companies conduct surveys? To put it simply, companies conduct surveys to uncover answers to vital questions influencing their decision making.

Software 40

Software Survey Trends Travel 40

Ann Michaels and Associates

FEBRUARY 28, 2019

Heard any of these before? “I’m going to put you on hold for just a second.”; “I think you misunderstood me just now — what I actually said was…”; “I understand you are upset, but…”. Let me guess…those statements frustrated you more than helped you. In these instances, customers were seeking help but what they received was a negative interaction brought about by tone and wording.

How To 40

How To Social Media Communication Customers 40

inmoment

FEBRUARY 28, 2019

The world of customer experience (CX) is constantly changing. CX professionals are always on the lookout for the latest and the greatest way to approach their customers, gain insights from their customer data, and leverage those insights in a way that will help improve experiences as well as the bottom line. So what do CX professionals need to change in order to be ready for the future of feedback?

Customer Experience 40

Customer Experience Analytics Technology Employee Experience 40

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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

John Paul

FEBRUARY 28, 2019

Each month, we interview a John Paulee to shine a spotlight on employees who are working hard behind the scenes! This month’s star is Louise, a Concierge VIP working on the customer service team for a large hospitality company. Read on to learn more about Louise. What do you do at John Paul? I work on a customer service team for a major actor in the hospitality sector, and the goal is to help the guests of this brand.

Hospitality 40

Hospitality Loyalty Programs Hotels Loyalty 40

Forrester's Customer Insights

FEBRUARY 28, 2019

We’ve just released a major new report, “The Revenge Of The Atoms.” The report starts with an anecdote from MIT Media Lab founder Nicholas Negroponte. Once, when traveling through US customs, Negroponte declared the value of his laptop at $2 million, counting the value of the bits of information stored on the hard drive.

Travel 45

Travel Report Customers 45

MyCustomer

FEBRUARY 28, 2019

Voice of the Customer. The legal case that wants to end fake reviews.

Customers 46

Customers 46