Thu.May 02, 2019

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Proving the Value of a CX Strategy to Your Executive Team

GetFeedback

Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018.

Strategy 261
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The Confidence Question – What Is It & What Does It Mean for NPS?

Retently

NPS 60
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What Is Data, Anyway? 4 Types of Crucial Customer Information Your Company May Be Ignoring

Oracle

“What is data?” It might seem like an unusual question in an age where that word is constantly used in almost every conversation about improving a company’s prospects in the cutthroat world of digital commerce, but it’s certainly one worth asking — because like many business terms, its definition often depends on who’s asking as much as who’s answering.

Data 67
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Proving the Value of a CX Strategy to Your Executive Team

GetFeedback

Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your.

Strategy 170
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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.

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Strategies for CCO Success in Startup Companies with Rosalyn Curato

Customer Bliss

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role.

Strategy 149

More Trending

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Are You Ready for Your Close Up? Using Video to Bring the Customer Experience to Life

Heart of the Customer

This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are […].

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Improve Customer Experience with Knowledge Management

CSM Magazine

A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy. No matter how great your product or service may be, customer experience can make or break your business: Modest improvements to customer experience can generate up to $775 million over three years for a company. 70% of consumers say they will continue to support companies that give them great customer experience.

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Are Data and Technology Actually Hindering Inside Sales Teams?

Integrity Solutions

A customer-needs-focused philosophy is just as important for inside sales teams as it is for the external salespeople—in some ways, even more so. By Will Milano. What’s on the minds of inside sales leaders as we head into mid-year? We had a unique vantage point at the AA-ISP Leadership Summit last month, a great event where we were able to get the pulse of attendees at the world’s largest gathering of inside sales leaders.

Sales 75
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Text Analytics and CustomerCount reporting improves customer experience

Customercount

Case Study: Breckenridge Grand Vacations uses Keatext text analytics and sentiment analysis to improve customer happiness. Continue reading → The post Text Analytics and CustomerCount reporting improves customer experience appeared first on CustomerCount.

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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?

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Using Netnography in 2019 to Engage & Convert

NetBase

In life, it’s important to find your “tribe.” They’re the people who love you for you, and can be counted on to stand by you no matter what. For brands, netnography – also known as audience segmenting – can bring you just as close to consumers. Here’s how. Look Below the Surface. If “just as close” sounds like an exaggeration, you’ve just uncovered what you’re missing in your engagement efforts – which impact your ability to convert via social media.

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IVR systems are dead. It’s time to consider a technology that delivers.

Interactions

We’ve all had frustrating experiences when contacting businesses for help (and if you haven’t, consider yourself lucky.) Maybe you spent forever on hold, or your issue was not actually solved, or you were left sifting through service options that had nothing to do with what you were calling about. The time that your customer takes to reach out for help is a valuable opportunity that all companies should capitalize on.

System 67
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Accelerate Talk to Address Managing Data at Scale

datastax

I am extremely excited to attend my first DataStax conference, DataStax Accelerate ! There are many presentations that I want to attend, but the topics that most interest me are discussions around the challenges customers face when scaling their solutions. So I am looking forward to understanding how Max Melnick at Deloitte used DataStax Enterprise (DSE) Analytics and Graph together to perform massive-scale entity resolution of data across domains, which he will discuss in his talk, “ Massive-Sc

Data 64
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Understand top tier contact center operations and benefits.

Call Experts

Ensure success for your business. Understand key performance indicators to analyze high-value engagement. Develop a plan with strategic initiatives and advanced technology. Contact center protocols develop, manage, evaluate, and optimize your customer journey. Advancements in automation technologies and digital channels create new tools for business owners to engage customers.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Accelerate Talk on Spring Boot and Cassandra a Must-Attend

datastax

DataStax Accelerate is quickly approaching and my excitement for this event is growing by the day. There are so many high-quality speakers on the docket, including those representing leading brands such as Netflix, Facebook, Yelp, Deloitte, Capital One, Walgreens, and T-Mobile. That said, the talk I’m most jazzed up about is Rapid Cloud Development with Sprint Boot and Cassandra by DataStax’s own Frank Moley.

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Leveraging AI And Automation To Get Customer Feedback

Survicate

“Clear feedback is the cornerstone of improvement.”. -Sir David Brailsford, Leader – Team Sky (British Cycling Squad). While the above statement might have been made by a cycling freak, it’s applicable to each and every aspect of our day to day life. Nothing is static, and in order to improvise, we need to integrate useful insights based on the feedback we have gathered.

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Why Anyone into Apache Cassandra Needs to Attend Accelerate

datastax

If you are building modern applications that scale in all sorts of ways, then you’re probably into Apache Cassandra. If you’re attracted to multi-data center replication, fault tolerance, tunable consistency, and the distribution of data across clusters in a masterless architecture, then you are definitely into Cassandra. As a Cassandra enthusiast, you probably need to attend DataStax Accelerate , the world’s premier Cassandra conference, which is taking place May 21–23 near Washington, D.C.

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Water Cooler Moments: Portugal City Guides

Talkdesk

Did you know Talkdesk was conceptualized in Portugal? Since its inception at a hackathon in 2011, Talkdesk has grown to be one of the most recognizable names in the contact center industry. Under the leadership of Talkdesk Founder and Chief Executive Officer (CEO) Tiago Paiva, the company has attracted an enviable roster of enterprise clients, including IBM, Peet’s Coffee, Dropbox and apparel store Zumiez.

Apparel 42
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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

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PPT Solutions Announces Launch of Opptima

ppt solutions

TULSA, OKLAHOMA, May 2, 2019 – PPT Solutions, a premier provider of Customer Experience and Business Optimization Solutions to many of the world’s leading brands, announced today the launch of a new and innovative operating model that merges the company’s industry-leading people, process and technology. The post PPT Solutions Announces Launch of Opptima appeared first on PPT Solutions.

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Customer Success Technology Selection Depends on Whether You’re Dating or Getting Married

Waypoint Group

We are often asked about various technologies that best support a Customer Success (CS) team. We’ve found that there are 2 general approaches to CS technology, and selecting the right approach generally depends on the complexity of the products and services your company provides. The key question is, what is your company’s “posture” when selling into new companies?

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Here's why Customer Success now has a seat at the exec table

inSided

It’s no secret that the Customer Success profession has exploded over the past few years. What began as an innovative approach taken by SaaS vendors looking for more effective ways to support their customers and break away from a traditional account management technique has now become a flourishing industry in and of itself—bringing with it a new set of unique challenges.

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Five examples of companies using AI to improve customer experience

MyCustomer

Engagement. 5 examples of companies using AI to boost CX.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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The Growing Legal And Regulatory Implications Of Collecting Biometric Data

Forrester's Customer Insights

In the last few years, biometric technologies from fingerprint to facial recognition are increasingly being leveraged by consumers for a wide range of use cases, ranging from payments to checking luggage at an airport or boarding a plane. While these technologies often simplify the user authentication experience, they also introduce new privacy challenges around the […].

Data 49
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What is a customer recovery loop and how do you use it to improve retention?

MyCustomer

Loyalty. How to use a customer recovery loop for retention.

Loyalty 60
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What is LMS and How Does it Benefit Your Business

Playvox

A Learning Management System (LMS) is designed to help businesses manage, deliver and measure its employee education.

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Why SheTech is Important for Women’s Leadership Development

Qualtrics

When you think of the tech industry traditionally, you probably think of a man in a backward hat chatting on his airpods while he rides around on a skateboard. One of my goals while at Qualtrics is to do anything in my power to help change the misconception that these are the only kind of people that will belong in the tech industry. In November, Qualtrics’ Women’s Leadership Development (WLD), the employee resource group that helps drive gender parity, announced that the group was going to be i

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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Human-Centered Design And Digital Addiction In 2019

Forrester's Customer Insights

When Forrester’s UX analysts put together our 2019 Digital CX Trends report, two things stood out to me as especially positive changes: First, modern design practices — like workshops, iterative prototyping, and user research — now direct digital CX efforts. Sophisticated companies are adopting these human-centric methods and abandoning touchpoint-by-touchpoint, feature-focused approaches.

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Why Qualtrics – Felix Fang – Machine Learning Engineer II – Seattle, WA

Qualtrics

What is your ‘why’? How does Qualtrics connect with your ‘why’? Machine learning is something I can never get bored of. There is always something new every day for me to learn and potentially apply to work. Qualtrics has sophisticated tools that help customers leverage machine learning to discover insights about experience data.

Culture 37
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Research reveals why so few CMOs are investing in CX

MyCustomer

Loyalty. Why are so few CMOs investing in CX?

Loyalty 53