TechSee
SEPTEMBER 10, 2019
More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. Research indicates that by implementing AI in their customer-facing operations, companies can expect to save approximately 30 billion customer service hours and realize $8B in savings thanks to customer self service.
IntouchInsight
SEPTEMBER 10, 2019
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ChurnZero
SEPTEMBER 10, 2019
How to Pro actively Engage Clients and Automate Your High Touch Service – A Success Story . MineralTree is a payment platform that helps thousands of business automate their invoice-to-pay process. By cutting out manual tasks and authorizations, the MineralTree platform strea m lines the Accounts Payable (AP) needs of financial professionals around the world. . .
inmoment
SEPTEMBER 10, 2019
Customer experience (CX) is often driven by one seemingly universal edict: The customer is always right. But forward-thinking companies are gathering data about what actually pleases customers—and it turns out employees’ own happiness is an integral factor. InMoment’s own CX Trends research found employees are the single largest factor in making or breaking the customer experience.
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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.
CSM Practice
SEPTEMBER 10, 2019
Customer Success is key to customer satisfaction, account expansion, and advocacy. To drive these outcomes, many startup SaaS companies readily provide customer success related services for free, especially at an early stage when every customer counts the most. However, most find that as their customer base expands, providing free services for every single customer, becomes an unsustainable endeavor.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
SEPTEMBER 10, 2019
Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost as little as 25 cents. ( Forrester ).
Beyond Philosophy
SEPTEMBER 10, 2019
Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments. All of this disappointing news about the state of Customer Experience makes one wonder what is going on in business today?
Kristina Evey
SEPTEMBER 10, 2019
Shownotes… You have the best of intentions in providing a product or service your customers will be happy with. Remember … Read More Episode 65 – Remember the Customer in Your CX Work. The post Episode 65 – Remember the Customer in Your CX Work appeared first on Kristina Evey.
Experience Investigators by 360Connext
SEPTEMBER 10, 2019
Ever hear of a “stop doing” list? “Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we really ought to be delegating, ignoring, or ceasing to work on. . Thinking in these terms, here’s a quick list for 3 things to add to your stop doing list.
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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.
ShepHyken
SEPTEMBER 10, 2019
Love in Business. Doing What You Love in the Service of Customers Who Love What You Do. Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success. The Interview with Steve Farber: Even if you love what you do, there will still be days that feel like work. You must do the necessary things you dislike in order to be able to do the things you love in your business.
UJET
SEPTEMBER 10, 2019
Mobile devices have changed consumer’s daily habits. Millennials spend an average of 5.7 hours on mobile devices with Generation Z averaging 11 hours according to ZDNet. Mobile devices are used for media consumption, communication, and entertainment. With mobile becoming the centerpiece, it makes sense that customer support has adopted available channels and continues to modernize customer expectations.
Totango
SEPTEMBER 10, 2019
To succeed as a subscription or recurring revenue enterprise, you need to adopt a customer-centered approach. Instead of focusing just on the acquisition of new business, you have to prioritize retaining and nurturing existing customers. This is because the digital transformation of business has greatly increased customer fluidity and lowered the revenue value of the first purchase.
Customercount
SEPTEMBER 10, 2019
CustomerCount® has been named as an Industry Partner for the Computer Science Industry Partnership Program (CSIPP), which is part of IUPUI’s Department of Computer and Information Science in the Purdue School of Science. Continue reading → The post It’s back to school with IUPUI partnership appeared first on CustomerCount.
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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,
Oracle
SEPTEMBER 10, 2019
Comparing B2B vs B2C online sales and marketing can at first seem merely like a difference in scale. Tempting as it is to view a consumer-based campaign as a scaled-up business-to-business strategy — or vice-versa — the reality is that it’s not the number of customers that informs key elements of a plan, but rather who is being sold to, what their expectations are, and the service levels they expect.
Centercode
SEPTEMBER 10, 2019
Back in the day, there were fewer formalized types of customer feedback. Product managers would wait weeks or even months for feedback to trickle in once the product was on the market. But in today’s complex, heavily software-focused landscape, it’s unrealistic to wait so long.
Strativity
SEPTEMBER 10, 2019
Check out VoiceAmerica ‘s new episode, “How to Effectively Respond to Change,” featuring Strativity founder Lior Arussy on the importance of change resilience. Change is no longer an event— it is a new way of living and staying relevant—yet most people believe that they are far more adaptive to change than they truly are. It is time to develop a new core competence, change resilience, which is the ability to adapt to change in a faster and fuller way than we are used to do.
Magellan Solutions
SEPTEMBER 10, 2019
Outsourcing a call center is a promising idea, especially if you want to lower costs. Once a taboo subject, outsourcing is now the status quo. But there’s more to outsourcing than meets the eye. This guide will help you in selecting a provider that fits your budget and preferences. What Is An Outsourced Call Center? Call center outsourcing is a business activity of subcontracting call center services like customer care and sales-related tasks.
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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?
Centercode
SEPTEMBER 10, 2019
Back in the day, there were fewer formalized types of customer feedback. Product managers would wait weeks or even months for feedback to trickle in once the product was on the market. But in today’s complex, heavily software-focused landscape, it’s unrealistic to wait so long. Products need to interact seamlessly with other devices — even as technology as a whole continues to evolve.
Strikedeck
SEPTEMBER 10, 2019
Vincent Manlapaz, in an interview with Steve Tran (VP Customer Success at DemandStar), talks about the importance of treating your customers like an extension of your family.
NetBase
SEPTEMBER 10, 2019
What went well (and not-so-well) last quarter – or even last year? Creating a social analytics lookback informs future planning. And it helps brands learn from challenges, repeat successes and continue to grow in this ultra-competitive online environment. How is a social analytics lookback different from reviewing traditional data? It’s not focused on end results but on what powered those results.
Forrester's Customer Insights
SEPTEMBER 10, 2019
The Future of work is a constellation of innovations that address new or accelerating challenges for companies that aim to be customer-obsessed. High on the list of those innovations are what we can broadly term robots: artificial intelligence, automation, blockchain, other intelligent software, and even physical robots play a key role in changing how we […].
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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.
Qualtrics
SEPTEMBER 10, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Paulina’s “Why Qualtrics” story. I strongly believe in the Qualtrics business model because the continual assessment of the four core experiences—customers, employees, products, and brands – is the only way to success for multinationals, and Small and Medium Enterprises in the global business climate we face today.
Forrester's Customer Insights
SEPTEMBER 10, 2019
With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months. To no surprise, AI has been a leading area of interest and inquiry among healthcare clients. […].
Grade.us
SEPTEMBER 10, 2019
Updated: 9/10/19 with plenty of new examples and templates. You'll find a spreadsheet template for tracking your client’s business info, citations and review site listings at the end of this post. Available as an Excel or Google Docs template. Skip to the Free Download ». Optimizing a new client's review site listings is a lot like cleaning out a messy garage, but it's an essential first step in review management.
Forrester's Customer Insights
SEPTEMBER 10, 2019
It was a good day for Apple. Today’s Apple announcements largely consisted of modest, incremental improvements to its established line of products. But it also signaled Apple’s intention to take a leadership position in the future of business, a shift away from products, beyond services, to hopes. To explain, I’ll go back in time. Twenty-two […].
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Qualtrics
SEPTEMBER 10, 2019
At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. After that, employees can decide when, where, and how to have this experience. Then share with us what they learned. This story is part of the ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.
Forrester's Customer Insights
SEPTEMBER 10, 2019
Core software systems manage financial, customer, inventory etc. and automate business processes like billing and merchandising. Most of these are too inflexible, outdated, and chaotic to give businesses the flexibility to win, serve, and retain customers. Application development and delivery (AD&D) leaders want to modernize these core apps using cloud technologies and practices.
Ecrion
SEPTEMBER 10, 2019
These days, it’s hard to find people who don’t use advanced technology. Everyone is on their smartphone daily. Businesses of all industries have learned to take advantage of global digital connectivity. When it comes to banking solutions, there’s no exception. After all, experts recognize that the world’s largest banks are taking Artificial Intelligence (AI) technology more seriously than ever.
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