Thu.Mar 07, 2019

article thumbnail

Back to the CX Future: Where CX Came From and Where It’s Going

Oracle

CX: The Past. I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. In fact, it was not uncommon for the skills and competencies professionals used in pursuit of doing what was right for customers and employees prior to 2011 to be overlooked, or considered “soft and fluffy,” or just plain irritating. “Customer experience” across the organization wasnR

e-support 103
article thumbnail

The Power of Customer-Centric Solutions

InMoment XI

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions, and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. All is well and good except when it comes to product-centric organizations.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

3 Tools to Measure Authentic Customer Emotions in Real-Time

Beyond Philosophy

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. To measure something like customer emotions in your Customer Experience, you need the proper tools.

article thumbnail

Top 10 Chatbot FAQs

Comm100

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. These gaps aren’t caused by bot technology itself, but rather by misplaced expectations of performance or a lack of thorough understanding of the various types of bots available.

Chatbots 142
article thumbnail

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.

article thumbnail

Episode 41 – Changes to Make and Changes You’ll See in Customer Experience

Kristina Evey

Shownotes… You can’t be afraid of change in Customer Experience. Change is a prerequisite. This episode discusses the changes you … Read More Episode 41 – Changes to Make and Changes You’ll See in Customer Experience. The post Episode 41 – Changes to Make and Changes You’ll See in Customer Experience appeared first on Kristina Evey.

More Trending

article thumbnail

Top 10 Chatbot FAQs

Comm100

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. These gaps aren’t caused by bot technology itself, but rather by misplaced expectations of performance or a lack of thorough understanding of the various types of bots available.

Chatbots 100
article thumbnail

Our Top Takeaways From This Year’s B2B Marketing Exchange

Influitive

Last week, Scottsdale, Arizona was abuzz with more than 1300 B2B marketers eager to get inspired by some of the industry’s best and brightest. This year’s B2B Marketing Exchange did not disappoint! The event featured some great keynotes and workshops spanning topics including, how B2B brands can harness the power of fandoms, how to connect. The post Our Top Takeaways From This Year’s B2B Marketing Exchange appeared first on Influitive.

B2B 81
article thumbnail

Err on the side of culture

C Space

Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. What if leaders looked at things differently? What if, instead of attempting to paint a pretty picture of their organization, they embraced the good, the bad, and the ugly? Phil Burgess, Chief People & Operations Officer at C Space, explains why you should start saying yes to the mess… Tweet.

Culture 80
article thumbnail

Healthcare Consumerism: A Guide

ReviewTrackers

Diving into healthcare consumerism first requires a concrete definition of the new movement — here’s our take which was inspired by multiple interpretations from NRC Health , McKinsey & Company , and HealthLeaders : The healthcare consumerism model sees the patient as a consumer and empowers them with the information and choices necessary to make better healthcare decisions to meet their needs.

article thumbnail

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!

article thumbnail

How to Measure Customer Experience in Financial Services

Prophet

As customer experience (CX) becomes a central battleground for financial services companies, a number of new questions have been hounding experience leaders, product owners, marketers and operations heads: How do I measure what truly matters across the experience? How might I align a mix of functions, business units and regions behind a unified view of […].

article thumbnail

The Three Main Use Cases for a Graph Database

datastax

There’s a reason smart organizations are increasingly moving to graph databases : the modern technology delivers the scalability, performance, and agility today’s most powerful applications require. You can’t leverage what you don’t know. Since graph databases enable you to uncover complex relationships between disparate data sets, the technology helps you see things you otherwise wouldn’t know existed.

article thumbnail

The Role of Live Chat and Chatbots in Marketing

kommunicate

Did you know that your customers want to have a one-on-one conversation with you? Yes, that’s right. They want to communicate to you directly and seek quick answers to their questions and requests. This is also one of the main reasons why conversational marketing is becoming increasingly popular among online businesses. It’s a feedback-oriented approach to [.].

article thumbnail

Customer support words you need to know

UJET

There are specific terms that are tossed around along with different acronyms in every industry. The faster these terms are understood, the faster new agents, managers and supervisors can respond to requests for information, making reports or planning strategy.

Report 56
article thumbnail

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?

article thumbnail

Winning the Competitive and Efficiencies Game in Marketplaces

Kustomer

Marketplaces are competitive, customer-oriented and present huge buying power. Given the intense competition of the space, the challenge for marketplaces is to differentiate themselves with a strong brand image that implies a superior product or service offering, curated third-party vendors and extraordinary customer service and support. More relationships to manage.

article thumbnail

Water Cooler Moments: Volunteering

Talkdesk

Picture: the office water cooler. The place where you go to catch up with the people who sit on the other side of the office. The urbanized equivalent of a watering hole. Or, at the very least, where you go to fill up your water bottle. At Talkdesk, we understand the importance of this element of office culture and how it affects morale, but also recognize that hectic schedules, remote work and a variety of other factors can limit these interactions.

Culture 50
article thumbnail

Product Leaders: Are You Doing This Enough?

Gainsight

There’s a best practice that sets apart the most successful products from the rest and it’s simpler than you think. Back in February, I attended SaaStr 2019 in San Jose. If you stopped by the Expo Hall, you might have seen me with the rest of the Gainsight crew at our booth. This year was especially fun because not only was I there to learn, I was there to spread the word about our product experience platform, Gainsight PX. .

article thumbnail

Enabling Smarter Engagement Through Personalized Proactive Communication

Rant And Rave

Analysts predict the global Customer Experience Management marketplace to explode to a staggering $33bn by 2025. This fills me with supreme confidence, and a huge amount of excitement, as Upland’s Customer Experience Management (CXM) division primes itself to deliver our customers with a significant opportunity to leverage solutions that help them to continue driving loyalty and advocacy from their customer base.

article thumbnail

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.

article thumbnail

9 Social Media Listening Success Stories

NetBase

The case for social listening has been stated numerous times – and it’s a solid one. Not only does social listening lead you to important insights about your audience – it protects every aspect of your brand when you apply those insights. Still, some continue to question the value of social listening tools, unconvinced they make that big a difference.

article thumbnail

Adding Service Value at Salesforce World Tour in Sydney, Australia (video compilation)

Up Your Service

Join me for an intense and uplifting day in Australia, packed with insights and innovations about technology, learning, and careers transformation to make service and society better. You can get all the details online, but let me tell you some of the highlights. Click here to read, share and comment on LinkedIn post. Welcome to Sydney! Huge gathering of customers, partners, developers, and vendors at Salesforce World Tour in Sydney.

Video 40
article thumbnail

PPT Solutions Bolsters Consulting Team with Addition of Ted Cart

ppt solutions

TULSA, OKLAHOMA, March 7, 2019 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, recently announced the appointment of Ted Cart as Principal Consultant. With extensive business operations and contact center architecture experience, Cart brings over twenty-five years of. The post PPT Solutions Bolsters Consulting Team with Addition of Ted Cart appeared first on PPT Solutions.

article thumbnail

Creating More Service Value at Salesforce World Tour in Sydney, Australia (video compilation)

Up Your Service

Join me for an intense and uplifting day in Australia, packed with insights and innovations about technology, learning, and careers transformation to make service and society better. You can get all the details online, but let me tell you some of the highlights. See additional details here. Huge gathering of customers, partners, developers, and vendors at Salesforce World Tour in Sydney.

Video 40
article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

How Customer Demands Impact Warehouse Employee Engagement

West Monroe

The distribution industry is going through a monumental shift. Industry disruptors, like Amazon, are constantly finding new ways to change the game. To keep pace with competition and mitigate the risk of lost business, many distributors are fulfilling each unique client request – regardless of how it impacts operations. In many cases, this means putting undue stress on warehouse staff to meet customer expectations.

article thumbnail

5 Automated Document Generation Trends You Should Know

Ecrion

It should come as no surprise to you that your customers are in the driver’s seat of change. If they want something quicker and faster, your company needs to find a way to meet their needs. Otherwise, your customers will look for another company. This is why automated document generation trends are important. Learning the latest in automated document generation trends means your business is trying its best to keep up with the ever-changing times.

Trends 40
article thumbnail

I’mbalanced

C Space

International Women’s Day 2019: I’mbalanced. We took the official theme, Balance for Better, built on it and created the I’mbalanced campaign. Over the last few days, everyone has been given the opportunity to make a small suggestion for a better, more balanced 2019 and beyond. Tweet. Phil Burgess. Chief People & Operations Officer at C Space.

Apparel 40
article thumbnail

How to Measure Customer Experience in Financial Services

Prophet

As customer experience (CX) becomes a central battleground for financial services companies, a number of new questions have been hounding experience leaders, product owners, marketers and operations heads: How do I measure what truly matters across the experience? How might I align a mix of functions, business units and regions behind a unified view of […].

article thumbnail

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

article thumbnail

4 Ways Vizia Has Transformed Internal Reporting at Brandwatch

Brandwatch CX

Report 84
article thumbnail

We Should Chat About WeChat And Why Facebook Wants In

Forrester's Customer Insights

For years, I’ve maintained that Mark Zuckerberg, CEO of Facebook Inc., has had his eye on a singular goal: becoming the global version of China’s WeChat. WeChat is China’s most popular messaging app with 1 billion monthly users. China’s population is 1.4 billion people, which means approximately 2 in 3 Chinese are on WeChat. But WeChat […].

article thumbnail

Customer journey mapping troubleshooter: How to tackle CJM’s most common obstacles

MyCustomer

Loyalty. Tackling journey mapping's most common obstacles.