Wed.Apr 10, 2019

To Respond or Not Respond to Customer Feedback – That is the CX Question

Kristina Evey

Customer Experience is based on customer feedback and engagement. With the presence of review sites such as Yelp, TripAdvisor, and … Read More To Respond or Not Respond to Customer Feedback – That is the CX Question. The post To Respond or Not Respond to Customer Feedback – That is the CX Question appeared first on Kristina Evey. customer complaints customer feedback

The Importance To Being Brilliant At The Basics

The DiJulius Group

My consulting clients often ask: What are other companies doing to set themselves apart from their competition? What is that one thing that will help us become the brand that customers can’t live without? Well, here is the answer.

6 Ways to Improve Customer Experience on Your Ecommerce Website

ProProfs Chat

An unsatisfactory customer experience due to poor UX/UI can drastically reduce your web traffic and revenue. It could also lead to bad reviews; bringing down your website reputation and web traffic. It is, therefore, worthwhile to improve your website regularly to ensure your customers have a good experience.

CXone Workforce Management Enterprise: A Game Changer for Oscar Health

inContact

As a fast-growing, technology-driven health insurance company with 250,000 members, Oscar Health saw that its manual scheduling and forecasting process was having an unhealthy effect on productivity and customer service. So the company turned to NICE inContact for the solution: CXone Workforce Management Enterprise. Oscar Health’s 250 agents handle more than 615,000 interactions annually, mostly inbound calls from members looking for assistance with claims, benefits and the mobile app.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Five strategies to improve customer experience in telecoms

TechSee

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

More Trending

10 All-Too-Common VoC Program Mistakes - Part 1

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes.

How Technology is Revolutionizing the Apparel Industry

Smarter CX

The U.S. apparel industry market is the biggest in the world, according to Statista. With revenues of over $328 billion in 2017 and a projection of $390 billion in 2025, there are many ways technology can influence these numbers.

Part 1 – Podcast featuring Kathleen Peterson

RapportBoost

Listen to Part 1 of our interview with PowerHouse Consulting’s Kathleen Peterson, one of the foremost experts in Customer Experience management. Learn how organizations need to be more strategic in their practices.

[ASTEA WEBINAR] Intelligent Integration – Connecting Apps and Sharing Data

Astea

Join our webinar on April 18th to learn about key integration challenges faced by today’s service organizations and see how our FSM solution’s “Low-Code/No Code” Integration Toolkit can help your organization. By Michael Glaser, Director Technology Solutions, Astea North America.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

How do your clients view you today?

Integrity Solutions

Clients may not currently view you as a partner, and that’s because success in the past didn’t depend on it. But clients’ expectations have changed, with the choice being evolve or risk being left behind. By Donna Horrigan.

What is TripAdvisor Questions and Answers?

ReviewTrackers

What is TripAdvisor Questions and Answers? More than ever, travelers like to research about places before finalizing their plans. They make price comparisons. They check online reviews. They look for information on social media sites.

5 Powerful Twitter Tactics for Amazing Retweets

NetBase

Social networks are only as good as your ability to use them – and for some brands, that’s a problem. It’s not enough to know your audience is on Twitter – if they are; you’ve got to be able to connect with them. Here are 5 ways to do that. Find Your Tribe. Twitter can feel like a free-for-all.

How to measure and improve your employee experience

MyCustomer

Engagement. How to measure and improve employee experience

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Top 20 CRM software in 2019; Everything you need to know!

SurveySparrow

You have decided to employ a CRM app for your business? Congratulations! It means your business is growing. Or is it because your current system to manage your clients has proved to be dysfunctional? No worries, you have come to the right place.

Where Can I Source Data to Build an Effective Performance Campaign

PlayVox

Performance is everything. It’s that simple. Customer Experience CX Culture

Data 52

Artificial Intelligence: Ready for Primetime in the Contact Center

Avaya

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Gareiss leads Nemertes Digital Transformation research.

The Fact and Fiction of Chatbots: Expectation vs. Reality

Interactions

Chatbots! We all have a weird love-hate relationship with them – we love the promise, but hate the reality. In almost all cases, they frustrate us beyond repair. As someone who reads, writes, and speaks about customer engagement technologies for a living, I make it my job to use as many virtual assistants and chatbots as I can to accomplish my day-to-day tasks. Over the last few weeks, I captured both the positive and negative traits of the chatbots that I used. Remind me, what are chatbots?

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

9 Research and Productivity Hacks for UX/UR Teams of One

dscout People Nerds

On a small research team with big ideas? Learn how to prioritize the big-picture goals while juggling the day-to-day challenges—all in a day’s work

6 Ways to Improve Customer Experience on Your Ecommerce Website

ProProfs Chat

An unsatisfactory customer experience due to poor UX/UI can drastically reduce your web traffic and revenue. It could also lead to bad reviews; bringing down your website reputation and web traffic. It is, therefore, worthwhile to improve your website regularly to ensure your customers have a good experience.

How Retail Ranks in Optimove’s New Performance Benchmark

Optimove

WWD spoke with Pini Yakuel, CEO and founder of Optimove, to learn about its latest “cross-industry” benchmarking tool, “Retail Pulse.”. The post How Retail Ranks in Optimove’s New Performance Benchmark appeared first on Optimove.

Tools 40

4 Ways Social Media Reviews Can Help You Improve Customer Experience

Survicate

We all remember those massive notebooks where guests and customers would leave their impressions and comments based on their experience when they’d visit a store or stay in a hotel. They were seen almost exclusively by the staff of the store/hotel in question, or by other visitors at best, when they took a moment to compare what others have experienced in the very same place. Today – it’s all out in the open.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

As Online Sales Strengthen, Brick-And-Mortar Retail Must Rethink How To Survive

Optimove

Retail Pulse, which is published by Optimove, made some interesting observations on fashion transactions, particularly those that take place online. The post As Online Sales Strengthen, Brick-And-Mortar Retail Must Rethink How To Survive appeared first on Optimove.

Empowering the modern hotel experience with John Paul

John Paul

In this recent article from Hospitality Technology , we learn about all the different ways that artificial intelligence is improving and streamlining the guest experience at hotels. From voice assistants in every room to smart mobile keys, the hospitality industry is pushing boundaries when it comes to AI.

Institutional Investors Hone in on the “S” in ESG Investing

Market Strategies International

Insights Powered by Cogent Reports™ As asset managers targeting the institutional market try to differentiate, many are incorporating ESG (environmental, social and governance) factors in their investment strategies to varying degrees of success.

3 Ways to Improve Insurance Claims Processing

Transforming Customer Connections

For as long as there has been insurance, there’s been claims processing. This meant years and years of paperwork, sending out people to take pictures of the damage, more paperwork, then cutting a check. More steps were included, but it was standard operating procedure every time.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.