Thu.Jun 13, 2019

What CX Should Mean For Government Leaders

Forrester's Customer Insights

To succeed in today’s federal government, leaders need to view the world by how their decisions impact the experience of the people and organizations they touch daily.

How to Prove the Business Value of Your Customer Experience Investment

Hero Digital

Customer experience (CX) investments are often measured with soft evaluations of how an omnichannel marketing funnel feels to a customer. From a human-centered design perspective, a smoother, simpler experience is a successful outcome. But CEOs and board members want hard data about the effect on P&L: Does the new CX increase customer acquisition and revenue? Is the product or service delivery more efficient? Do customers have a newfound affinity that improves lifetime value?

4 Proven Ways to Level Up Customer Trust

ProProfs Chat

Companies today invest a lot in gaining top customer service skills. Businesses implement marketing strategies that they are confident will work out with their consumers and help them connect instantly. However, building trust is a lengthy process that many business owners claim can take years.

How Visual Engagement Tools Can Streamline Online Banking Experience

CloudCherry

Online banking has been transforming customers’ behaviors, expectations, and needs. Why is that so? It’s because it provides a more comfortable life for the customer, which is what they want precisely.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Oh, the Places You’ll Go: The 4 Contact Center Location Considerations

BlueOcean

We talk a lot in this blog forum about partnership and who you should choose as an outsourcer contact center partner, but where you choose to outsource to is almost as important an element in the procurement process.

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Learn How to Develop a Journey Mindset

IntouchInsight

Our recent webinar featured special guest, Kerry Bodine. Watch this on-demand webinar now to learn how to develop a journey mindset at your organization

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5 Ways Live Chat Improves Your Customer Support

Kayako

At Kayako, we’re big proponents of live chat customer support. That’s because we know how powerful it can be at helping boost your customers’ experience—and your business in the process.

The CX Stage

CloudCherry

I am a storyteller. I have spent the better part of my life sharing those stories on stage through song, dance, and acting. And, when I joined the CloudCherry Team over two years ago, I felt certain that little- if any- of the skills I’d honed during this 20-year career would be transferable.

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How to Use Consent to Build Trust with Your Customers

Vision Critical

As customer insights have become an integral tenet of business, it’s been ingrained in some that the data itself is the single most important currency of business. But like most dogma, that concept is fundamentally flawed.

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The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Employee Happiness is the Key to an Excellent Customer Experience

Beyond Philosophy

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail.

Women’s Football is Slaying on Social. Here’s How Smart Video and Influencer Marketing Are Helping Make It Happen

Brandwatch CX

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How Optimove Beat GDPR (Again): What Happens When You Put Data into Good Use

Optimove

This year sure flew by.

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The 5 W’s Of Customer Feedback

Gainsight

You want growth? Your customers’ health is more important than your top of funnel. It sounds counter-intuitive, but it’s true. Over half of customers believe their experience is more important than price when making a purchasing decision ( Gartner ). And according to Harvard Business Review, it’s 25 times more cost-effective for you to retain existing customers than to invest in new ones.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Why Open Source Is Both the Past and the Future

datastax

The open source software market is expected to reach $32.95 billion by 2022 , nearly tripling in growth in five years. Certainly the fact that 98% of developers use open source tools —even when they’re not supposed to—has something to do with this. A successful open source project requires the support of a strong community, including documentation, code contribution, testing, and bug fixing.

Harness Data to Help You Define a Partner Channel Upsell Strategy

Gainsight

It’s crystal clear that your partner channel is an asset to your company’s overall business revenue number. What’s murkier is the operational process to actually put those dollars in your pocket.

ROI 69

What is Employer Reputation Management? A Quick Start Guide

ReviewTrackers

Online review management and review-based marketing have increased at an unprecedented speed. But so has the proclivity of less-than-ethical businesses to find shortcuts that boost their reputation or, alternatively, sink that of their competitors.

June Weddings Offer Brands Huge Social Love to Put to Work

NetBase

Among the other spring occasions brands have to work with – both for selling and connecting to social audiences – are weddings. With June a particularly big month, with 12 percent of couples walking down the aisle, what can brands learn and leverage, whatever their category? Things have changed.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Are Chatbots True AI? Understanding the Difference

Avaya

There are so many incredible ways that artificial intelligence (AI) can be applied across the enterprise: conversational intelligence, smart routing, agent augmentation, interaction insights.

Customer Experience Enablement: What it is and How it Can Help Your Business Bottom Line

Wootric CX Blog

Since you’re here on the Wootric blog, you probably already know that providing a high-quality experience to your customers is vital to your business. You’ve heard people talk about CX becoming the key differentiator for brands in the coming years. Source ).

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Driving ROI with Intelligent Virtual Assistants

Interactions

Companies plan to more than double their adoption of Intelligent Virtual Assistants (IVAs) by early 2020. And that’s no surprise considering the major shift in focus towards customer service. But despite the fast adoption, choosing new technology for your business is still a big decision.

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Why Investing in the Cloud is Investing in Customer Experience [VIDEO]

Smarter CX

Companies that recognize the importance of investing in technology and the software to help connect the dots with customers are the companies creating great customer experiences.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

How Google Suggested Answers Make Google Reviews More Important

Grade.us

Google suggested answers just increased the practical value of your Google reviews significantly. If you've been paying attention to your Google My Business (GMB) listing lately, then you know about the GMB Q&A.

Not sure how to use your data model? Focus on these 3 things

Aquila Insight

Everyone’s getting excited about data science. It’s all very well building analytical models and using artificial intelligence and machine learning, but what’s the point if you can’t use it? Data analytics is not just about building a technical model that no one understands. It’s about working through the whole process; making sure the model answers the business question and that any analyst or data scientist will be able to use it.

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The 7 types of sampling and response bias to avoid in customer surveys

delighted

In a previous post on biased survey questions , we went through how bad survey questions (e.g. leading or double-barreled questions) can negatively impact your survey results. In this post, we’ll be diving into the other major cause of misleading survey data: survey bias. Bias is defined as “an inclination of temperament or outlook.” The concept comes up frequently in sociology and psychology, because it’s associated with prejudice or favoritism.

Global Warming For Iceberg Metaphors

Forrester's Customer Insights

The Dark Web Is Nothing Fancy; It’s Really Just A Different Series Of Protocols Commonly when surfing the web, Transport Layer Security (TLS) is the cryptographic protocol that provides confidentiality for your communication with the server.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.