Centriam Customer Experience Lab
FEBRUARY 14, 2019
Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Plus, to get executive buy-in to invest in customer experience (CX), processes and technology are needed to track CX programs and quantify their impact on the bottom line.
GetFeedback
FEBRUARY 14, 2019
Customers want solutions, and they want them fast. It’s one of the main reasons why live chat customer service is in such high demand. Implementing a live chat feature is not easy, but definitely feasible. The real hard part is measuring your live chat’s success. How can you tell if it’s working? At GetFeedback, we use four metrics to measure the performance of our live chat support.
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Upstream Works
FEBRUARY 14, 2019
There’s a lot of pressure to make Valentine’s Day count. After all, it’s one single day dedicated to achieving your relationship goals when there may be 364 other days that go unrecognized. At Upstream Works, we are all about customer relationships. They are at the heart of what we do all year round, and with good reason. Customer love translates to customer loyalty and advocacy.
InMoment XI
FEBRUARY 14, 2019
The ROI of Feelings A recent study conducted by MaritzCX found that 80% of the companies who proactively gather, analyze, manage and use insights into customers’ feelings have better financial performance, year-over-year. Do you know how your customers feel about your brand? What about your employees, do you know how they feel? Furthermore, is the. View Article.
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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.
GetFeedback
FEBRUARY 14, 2019
If you’re ready to measure your live chat customer success, consider the following four metrics to identify your strengths and areas of improvement.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
FEBRUARY 14, 2019
If you’re ready to measure your live chat customer success, consider the following four metrics to identify your strengths and areas of improvement.
Alliance by IFS
FEBRUARY 14, 2019
See why more companies are trading in live support for these conversational agents to deliver greater value to their shareholders and customers. Whether inquiring about your phone bill or checking into your hotel room, you have probably received service through a chat bot by now. With today’s customers demanding instantaneous service, more companies are trading in live support for these conversational agents to deliver greater value to their shareholders and customers.
Myra Golden
FEBRUARY 14, 2019
If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Here’s Why Saying “Because” Works. Research by psychologist Ellen Langer found that saying “because,” and then tossing out a reason as insignificant as a discarded rubber band, got people to agree.
SurveySparrow
FEBRUARY 14, 2019
The Japanese word ‘Kaizen’ is one of the most popular buzzwords in the business world. The word Kaizen stands for continuous improvement and it refers to activities that improve all functions which involve employees of all levels, from the CEO to the assembly line workers. What is Kaizen? Kaizen is a strategy where all the employees work together in unison to solve a problem or to achieve regular improvements to a business process.
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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.
Chadwick Martin Bailey
FEBRUARY 14, 2019
Last night we celebrated an exciting milestone for CMB. As of this past Monday, our headquarters have officially moved to Boston’s Financial District—just a 10-minute walk from our previous location in the historic Leather District. We had 34 wonderful years on South Street, but we look forward to this next chapter for CMB. Our new office accommodates our continued growth and evolution—outfitted with collaboration areas, Wellness space, and a private roof deck with sweeping views of downtown Bos
Playvox
FEBRUARY 14, 2019
San Francisco, California – February 14th, 2019 – PlayVox, An ommnichannel quality assurance and performance management software for call centers and customer support teams, today announced it’s raised $7 million investment from Five Elms Capital. The investment will be used to fuel growth and accelerate the release of new features/functionality for its global customer base.
UJET
FEBRUARY 14, 2019
Customers reach out to your company for a number of different reasons. When your team can quickly evaluate the type of customer interaction they're having and are trained in company best practices to handle them effectively, it sets your team up to provide a better customer experience.
Influitive
FEBRUARY 14, 2019
HPE SimpliVity’s advocates are known to do radical things. For example, take reference calls while on vacation. Or send s’mores to each other’s kids. They’ll even drive three hours to a fellow customer’s office just to help them set up the optimal IT environment—all based off interactions in HPE’s online B2B community. At a time. The post How To Build A Thriving Online B2B Community, According To Jennifer Susinski From HPE appeared first on Influitive.
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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,
Wootric CX Blog
FEBRUARY 14, 2019
Why do we love whom we love? It’s a question for the ages, unanswerable by poets, philosophers or songwriters. And yet, for some people, there are so many reasons why we love them. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. This is a Valentine to those people, and more specifically those people who work in CX.
CustomerSuccessBox
FEBRUARY 14, 2019
The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. Why is it so? As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Since customer success is an emerging field, many aspiring CSMs may think that a Customer Success Manager’s job would be simple.
Answer Dash
FEBRUARY 14, 2019
(This article is originally published at MIT Sloan Management Review ) Business-to-business customers are people too. An obvious truism? Perhaps, but you wouldn’t know it from the digital customer experience in B2B markets. Few business websites deliver the efficient, insightful, and personalized service widely available on consumer websites. Business-to-business vendors seem unaware that corporate purchasing decisions are made by human beings, who spend plenty of time on Amazon, Expedia, and ot
kommunicate
FEBRUARY 14, 2019
The advent of AI has made voice-enabled chatbots and voice assistants part of our lives. Imagine the likes of Siris and Google Assistants for your phones, Alexa and Google Home for your house. These aforementioned systems are nothing but voice-enabled chatbots. We have extensively discussed building text based-chatbots and integrating them in your websites.
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.
ForeSee
FEBRUARY 14, 2019
There’s good news for citizens: Digital services are being held to a higher standard across all layers of the U.S. government. The 21st Century Integrated Digital Experience Act (IDEA) was.
NobelBiz
FEBRUARY 14, 2019
WASHINGTON, February 14, 2019—The Federal Communications Commission today proposed rules banning illegal spoofed text messages and international calls. The proposed rules would enable the agency to address consumer concerns about unwanted text messages and scam calls from overseas. The Truth in Caller ID Act of 2009 prohibits anyone from transmitting misleading or inaccurate caller ID information (“spoofing”) with the intent to defraud, cause harm, or wrongly obtain anything of value.
Advantage Communications
FEBRUARY 14, 2019
The digital economy and the evolution of new technologies are changing the way B2C companies must serve and engage their customers. Those which keep up with new trends will not only realize significant benefits but will also be able to provide a superior customer experience (CX).
ClientSuccess
FEBRUARY 14, 2019
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.
Hello Customer
FEBRUARY 14, 2019
First of all: happy Valentine's Day ! May it be filled with a lot of love for and from your customers.
Lithium
FEBRUARY 14, 2019
As I am sure you can imagine there is a lot going on around here at the moment, aside from a bunch of back-end changes I wanted to call out some of our recent changes to the user experience here on the community. Last month we enabled Promoted Search which shows community locations as part of the search as well allowing us to boost certain content within the search results.
SurveySparrow
FEBRUARY 14, 2019
As a new month unfolds, our new set of features unrolls. Want to know what makes the shortest month of the year the best? The latest SurveySparrow features. Ask us how excited are we? Just like Fred. Yabba-Dabba Do , it’s time for another feature announcement! Hello, Mr. Sections. Ever had a group of questions which you wanted to display to a select audience?
Lithium
FEBRUARY 14, 2019
As I am sure you can imagine there is a lot going on around here at the moment, aside from a bunch of back-end changes I wanted to call out some of our recent changes to the user experience here on the community. Last month we enabled Promoted Search which shows community locations as part of the search as well allowing us to boost certain content within the search results.
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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?
NobelBiz
FEBRUARY 14, 2019
If you are a business making calls to your customers mobile phone’s, various labels are being attached to your caller id by different carriers in the ecosystem using different techniques It does not matter how you dial low volume, high volume, manual dial, TCPA, or predictive all the calls are treated the same. NobelBiz has [ ] The post Fact : Landlines are Obsolete and Mobile Phones Now Dominate Your Call Lists!
Lithium
FEBRUARY 14, 2019
As I am sure you can imagine there is a lot going on around here at the moment, aside from a bunch of back-end changes I wanted to call out some of our recent changes to the user experience here on the community. Last month we enabled Promoted Search which shows community locations as part of the search as well allowing us to boost certain content within the search results.
Talkdesk
FEBRUARY 14, 2019
Contact center turnover is inevitable. The role of a call center agent is often a low-paying, entry-level position. Many people accept these positions to get their foot in the door with a company, or as a means of earning income until something better comes along. The drivers of turnover can vary significantly depending on the organization, job market, industry, location or a variety of other social or economic factors.
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