QuestionPro Audience
JUNE 28, 2018
Market research, according to The American Marketing Association, is defined as linking the consumer to the marketer through information used to identify and define marketing opportunities and issues; generate, refine and evaluate marketing actions; and monitor performance. The most intelligent brands understand that market research and advertising go hand in hand, and promote a successful product launch.
Experience Matters
JUNE 28, 2018
Why should you care about Employee Engagement? Because it fuels a virtuous cycle that drive customer experience and business success. Take a look… Video Script: Did you know that engaged employees are really, really valuable? Temkin Group’s research shows that when employees are highly engaged, they are much more likely to behave in ways that help your organization: They stay late at work if something needs to be done They help other people Do good things for the company, even when it’s no
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QuestionPro Audience
JUNE 28, 2018
The month of June is named after the Roman goddess Juno, patroness of marriage and the well-being of women. Knowing that, it makes sense that June is also the most popular month to get married. If you like those interesting facts, you’ll love our top 5 infographics of June. Another month, another great round-up. 1 — PATERNITY LEAVE FACTS: DADS NEED TO BOND, TOO!
NICE inContact
JUNE 28, 2018
The largest residential solar company in the U.S., Sunrun, is on the leading edge of the clean power revolution. But until recently, its contact center was stuck in another era. With the move to NICE inContact CXone, however, the company is well on its way to its mission to create a planet run by the sun. As part of a fast-growing company in a hot market, its contact center is a hard-working one.
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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.
QuestionPro Audience
JUNE 28, 2018
The month of June is named after the Roman goddess Juno, patroness of marriage and the well-being of women. Knowing that it makes sense that June is also the most popular month to get married. If you like those interesting facts, you’ll love our top 5 infographics of June. Another month, another great round-up. 1 — PATERNITY LEAVE FACTS: DADS NEED TO BOND, TOO!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
JUNE 28, 2018
Let’s face it: the airline industry is tough. It’s competitive and increasingly consolidated. (Do you remember how many airlines there were when you were a kid?) The number of domestic and international passengers rises every year—as do both costs and revenues. To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.
C3Centricity
JUNE 28, 2018
What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years! So just how long have you been in your position?
Customer Bliss
JUNE 28, 2018
Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. After a personal encounter spending a few days each month in a hospital for two years, Vishal realized he wanted to serve in healthcare.
IntouchInsight
JUNE 28, 2018
Three stories and lessons learned from customer experience professionals at Forrester’s 2018 CX NYC Forum.
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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.
Genroe
JUNE 28, 2018
Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes. One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe.
Totango
JUNE 28, 2018
Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. Extending Product and Engineering Teams. We are constantly hiring the best and brightest Engineers, Product Managers, Designers, and Data Scientists who are passionate about our Enterprise-2-Cus
Heart of the Customer
JUNE 28, 2018
As one of the CXPA’s CX Experts, as well as a journey mapper, I’m often called by companies trying to create momentum for their CX program. Sometimes it’s a midsize manufacturer trying to start their CX program. Other times, it’s a Fortune 50 company who has a program, but seeing its influence wane. I wrote […]. The post Stuck? Here are Three Ways to Gain CX Traction appeared first on Heart of the Customer.
mopinion
JUNE 28, 2018
I like to think that we follow the golden rule: market to others as you would like to be marketed to. This really boils down to putting Customer Experience (CX) first. Being ‘customer-obsessed’ is certainly in vogue, as the Ritz-Carlton, Trader Joe’s, Netflix and others that made Forbes’ Most Customer-Obsessed Companies In 2018 list will […]. The post How to Increase CX Through Testing and Personalisation appeared first on Mopinion.
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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,
Alliance by IFS
JUNE 28, 2018
Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. It’s not a way to deflect customer requests, but rather it is a necessary, valuable tool that increases customer satisfaction. This whitepaper from Aberdeen Group—entitled “ Self Service: Create Happy Customers & Reduce Costs ”—shows that Best-in-Class self-service providers retain 76% more of their clientele than other firms.
Totango
JUNE 28, 2018
Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. We are constantly hiring the best and brightest Engineers, Product Managers, Designers, and Data Scientists who are passionate about our Enterprise-2-Customer vision.
Alliance by IFS
JUNE 28, 2018
Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. It’s not a way to deflect customer requests, but rather it is a necessary, valuable tool that increases customer satisfaction. This whitepaper from Aberdeen Group—entitled “ Self Service: Create Happy Customers & Reduce Costs ”—shows that Best-in-Class self-service providers retain 76% more of their clientele than other firms.
Playvox
JUNE 28, 2018
There is always room for improvement when it comes to creating an amazing customer experience. With all the different touch points a customer can use to connect with your brand, every channel becomes an opportunity to delight and impress.
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.
Alliance by IFS
JUNE 28, 2018
Providing self-service capabilities for your customers is not simply a trend and no longer an emerging practice. It’s not a way to deflect customer requests, but rather it is a necessary, valuable tool that increases customer satisfaction. This whitepaper from Aberdeen Group—entitled “ Self Service: Create Happy Customers & Reduce Costs ”—shows that Best-in-Class self-service providers retain 76% more of their clientele than other firms.
Stella Connect
JUNE 28, 2018
Just imagine what you could accomplish if call center attrition were a non-issue. Customer service agents would be careerists, loyal to the brand and enthusiastic about serving customers. As you built out your team, established agents would help guide newer agents and keep them engaged. The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort.
Lithium
JUNE 28, 2018
Today, the World Cup starts in Russia with the hosts taking on Saudi Arabia in the opening match. This signals the start of a 4 week period during which my family will have to indulge me as I consume a vast amount of football on TV and become an expert on such vital matters as the Peruvian defensive line up and whether or not Anice Badri should be in the starting XI for Tunisia.
ClientSuccess
JUNE 28, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
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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.
Lithium
JUNE 28, 2018
Today, the World Cup starts in Russia with the hosts taking on Saudi Arabia in the opening match. This signals the start of a 4 week period during which my family will have to indulge me as I consume a vast amount of football on TV and become an expert on such vital matters as the Peruvian defensive line up and whether or not Anice Badri should be in the starting XI for Tunisia.
iCiDIGITAL
JUNE 28, 2018
To call a partnership successful, most companies would measure only the outcome to deem it beneficial. But how many organizations put an emphasis on the journey, the team work, and the collaboration? As part of the Leadership Team at iCiDIGITAL, we put a priority on succeeding at the beginning, the middle, AND in the future of a partnership with every one of our clients.
Lithium
JUNE 28, 2018
Today, the World Cup starts in Russia with the hosts taking on Saudi Arabia in the opening match. This signals the start of a 4 week period during which my family will have to indulge me as I consume a vast amount of football on TV and become an expert on such vital matters as the Peruvian defensive line up and whether or not Anice Badri should be in the starting XI for Tunisia.
Stella Connect
JUNE 28, 2018
Just imagine what you could accomplish if call center attrition were a non-issue. Customer service agents would be careerists, loyal to the brand and enthusiastic about serving customers. As you built out your team, established agents would help guide newer agents and keep them engaged. The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort.
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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?
Confirmit
JUNE 28, 2018
The quality of online feedback data can be a major concern for Market Research, Customer Experience and Voice of the Employee programs who rely on such data to make business decisions. Critical questions about data quality, however, have been difficult to answer. Can survey results be affected by a small percentage of “bad respondents” who provide unreliable responses?
Stella Connect
JUNE 28, 2018
Customer loyalty is hard to come by, and it’s even harder to keep. The two things consumers want most— omnichannel consistency and an effortless customer experience —are moving targets. Constant innovation is a brand’s best hope for survival and growth. This explains the meteoric rise of the mobile app —the newest loyalty- and revenue-driving vehicle that enables shopping, self-service, and easy payment from any location.
Confirmit
JUNE 28, 2018
A couple of weeks ago, we held our Third Annual B2B Summit in New York. It was a record turn out with standing room only for some of the Confirmit team! This is one of our flagship events and it gets better every year, with this year expanding the event to London ! We were delighted to welcome back Faith Adams, Analyst, Forrester Research, Inc. who was joined by Eric Brown, VP Research Quality & Ops, Forrester Research, Inc.
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