CX Journey

MAY 15, 2019

Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change:

Sports 150

Sports Leadership Customer Centricity Culture 150

Eptica

MAY 15, 2019

Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019. Author: Pauline Ashenden - Marketing Manager If you don’t build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue. According to our 2019 Digital Trust study , over three quarters (79%) of consumers said they would move away from a supplier if they lose trust in them.

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Consumers Automotive Insurance Self Service 66

InteractionMetrics

MAY 15, 2019

Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here's why: dynamic data motivates teams to take action and facilitates collaboration across departments. Without productive next steps there is no customer experience improvement, much less customer experience transformation. So, whether you use customer surveys, mystery shopping, or customer service evaluations to measure the customer experience, interactive data are what

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InMoment XI

MAY 15, 2019

There has been a struggle for companies to connect the dots between employee engagement and customer experience. The bottom line is that employees are the driving force of business success, and their insights improve not only the customer’s journey, but the overall employee experience as well. Hear from Jason Macedonia, MaritzCX Senior Director of Employee.

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Customer Experience Employee Engagement Employee Experience Connections 200

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Kristina Evey

MAY 15, 2019

Working with many business leaders over the years, I’ve seen many well-intended strategies, processes, and nuances built into the operations … Read More Your Customer’s Priorities Drive the Customer Experience. The post Your Customer’s Priorities Drive the Customer Experience appeared first on Kristina Evey.

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Customer Experience Customers Strategy Customer Retention 214

NICE inContact

MAY 15, 2019

If you’re part of a team responsible for driving growth, you know how difficult it is to achieve a very challenging revenue goal only to start over the next quarter or year. But simply starting over would be easier if you also didn’t have to exceed the target you just bloodied yourself to achieve! That’s why smart leaders look for “growth hacks!” A growth hack is a tactic that allows you to work smarter so that your efforts deliver even greater results.

Contact Center 136

Contact Center How To Consulting Loyalty 136

Calabrio

MAY 15, 2019

Here at Calabrio, we’ve seen a huge rise in demand for cloud-based contact centre solutions over the last five years. More and more, businesses are enticed to the cloud by the scalability to accommodate both seasonal changes and organic growth as well as access to new, more robust technology such as customer interaction analytics. In order to help accelerate this cloud transformation, Calabrio and VoiceFoundry, a leading AWS Advanced Consulting Partner, are joining forces with Amazon Connect to

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Connections Contact Center Omni-Channel Course 100

ShepHyken

MAY 15, 2019

It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news.

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Customer Service Training Customer Service Training Customer Focused 113

CX Journey

MAY 15, 2019

Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change:

Sports 86

Sports Leadership Customer Centricity Culture 86

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datastax

MAY 15, 2019

Securing your data should be top of mind for any modern application. Security breaches are on the rise and the associated penalties are severe, impacting your brand and, in turn, your customer loyalty and trust. Consider the following security practices to protect your data and the distributed system that manages it. These practices apply to distributed system architectures that could include intercloud, hybrid, and/or multi-cloud.

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Data Multi-Channel System Government 98

Interactions

MAY 15, 2019

What does it mean to be conversational? We’ve seen a rise in conversational marketing over the past few years. Conversational marketing is exactly what is sounds like, a marketing style the companies use to engage and interact with their customers in a way that feels natural, casual, and informal. Because of this demand in conversational marketing, we have seen companies introduce chatbots that speak to customers in a seemingly conversational way.

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Chatbots Hotels Customer Service Representative Insurance 85

Oracle

MAY 15, 2019

The gardening industry continues to grow, thanks in part to an increased interest from Millennials, combined with the continued strong interest from Baby Boomers when it comes to horticulture, according to MarketResearch.com. It’s no surprise, then, that there is no shortage of start-ups and established tech players interested in connecting the garden to the wider world of the internet.

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Connections Data System Measurement 78

Heart of the Customer

MAY 15, 2019

Jim checks in after Day 1 of the CXPA’s annual Insight Exchange, where he is this year’s host. It includes information about story-telling, Ian Golding, and AirBNB. The post Report from Day 1 of the CXPA’s Insight Exchange appeared first on Heart of the Customer.

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Report Customers Customer Experience 60

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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.

Communication

Dapresy

MAY 15, 2019

Find out more about the people who bring Dapresy’s products to life… Emma, can you introduce yourself? . I’m Emma Daréus. I graduated from Linköping University in 2013. I studied Statistics and Data Analysis and started working for Dapresy directly after my graduation. I started in our support team, which I then managed until January 2019, when I started working as one of our Customer Success Managers.

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Social Media Analytics Analysis System 67

North Highland

MAY 15, 2019

Orlando has a reputation as a magical place: charismatic mice, an abundance of wizards and witches, above average concentrations of princesses. The impossible is possible in this city, so it seems fitting that members of the global change community found their way to Universal Studios Florida with the theme of “Change is Universal” for the ACMP 2019 conference.

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Conference Connections ROI Groups 65

Influitive

MAY 15, 2019

You may have heard of customer advocacy and see it as a function belonging solely to Marketing, when in fact, its results can be used to bolster other departments like Customer Success, Sales and Product Development. A well-managed customer advocate community can be your go-to source when you need anything from referrals, to references, to. The post Q&A With ADP’s Sarah Schreiner: How To Make Your Customer Advocate Community Service Your Entire Business appeared first on Influitive.

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How To Sales Customer Success Customers 64

NetBase

MAY 15, 2019

How do you break the mold – and box office records – with your social campaigns? Let’s look at how Avengers: Endgame did it to see what we can learn! Keep Expanding Your Audience. Marvel spent an estimated $200 million on the promotional campaign for Avengers: Endgame, which was centered around expanding their target audience while promoting the final installment of the 22-movie story than began with the six original heroes ten years ago.

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Analytics Video Analysis Connections 62

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Tips

Dapresy

MAY 15, 2019

Find out more about the people who bring Dapresy’s products to life… Nikita, can you introduce yourself? Hello! I’m Nikita – born and bred in Indonesia but living in Australia for over 7 years. I work as a Solutions Architect for Dapresy Asia Pacific (DAP), which is based in Brisbane, Australia. The main task in my job is understanding our clients’ needs and objectives when it comes to online reporting/data visualization, so that I can provide them with the right support

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Meeting Social Media Report System 58

Survicate

MAY 15, 2019

. . The post 20 Most Popular Customer Satisfaction Survey Questions appeared first on Survicate.

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Customer Satisfaction Survey Customers 79

The DiJulius Group

MAY 15, 2019

My clients always say that implementing daily huddles is the best decision they made in regards to their customer experience journey, but arguably the most difficult. And I agree with them, it is a challenge to get everyone to commit to adding another meeting to their jam-packed schedules. Everyone is so busy that you. Read Full Article. The post How Simple, Daily Huddles Make Your Business Better appeared first on The DiJulius Group.

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Groups Meeting Customer Experience Measurement 57

Survicate

MAY 15, 2019

The post Product Teams Reveal How They Use Surveys in Their Daily Work appeared first on Survicate.

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Survey Feedback 76

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.

Retail

MyCustomer

MAY 15, 2019

16th May 2019. T. Exactly when the conversation around customer relationship management (CRM) transformed into customer experience (CX) is up for debate, but. By. PhilDur. Co-founder and managing partner.

Trends 52

Trends Customer Relationship Management CRM Customer relationships 52

SMG CX

MAY 15, 2019

If you’ve held positions in workforce management, you’ve heard the phrase “Engagement starts at the top”—and you also probably know how true that is.

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Employee Engagement Engagement Management 53

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. New software and solutions are dazzling and daunting in equal measure. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already.

Contact Center 51

Contact Center Customer Service Conference Training 51

Playvox

MAY 15, 2019

Every successful call center relies on a good team. You can offer exceptional products or services at killer prices, but if you hire the wrong employees — or simply fail to manage the right ones properly — you’re very unlikely to see the results you hope for.

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Call Center Management Culture 44

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Training

ReviewTrackers

MAY 15, 2019

How To 101

How To 101

Forrester's Customer Insights

MAY 15, 2019

Mobile apps have become the touchpoint of choice for millions of people to manage their finances and Forrester regularly reviews those of leading banks. We just published our latest evaluations of the apps of the big five Canadian banks: CIBC, RBC, BMO, Scotiabank, and TD Canada Trust. Overall, they’ve raised the bar, striking a good […].

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Banking Touchpoint Management Customers 50

SMG CX

MAY 15, 2019

Our Employee Spotlight series gives you a behind-the-scenes peek at what makes SMG work—our people. Learn more about our team and get to know Devin Turner–Technical Team Leader.

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