BlueOcean
JANUARY 22, 2019
Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that.
Upstream Works
JANUARY 22, 2019
Customer experience journey management and optimization will take precedence in 2019 as organizations continue to focus on driving greater productivity and efficiency and improved customer experience. Solutions that are flexible and easy-to-leverage will enable brands to effectively transform and innovate their workspaces and digital customer experience.
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Strikedeck
JANUARY 22, 2019
Kathy shares her insights for how to build Customer Success into the very foundation of your organization.
Centriam Customer Experience Lab
JANUARY 22, 2019
In my role, I get to talk with marketing and customer experience leaders across industries who work in organizations of all sizes. While each leader is focused on solving their organization’s unique problems, they all agree that competing on customer experience (CX) is a key priority— because when their customers have a good experience, their business directly benefits.
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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.
InMoment XI
JANUARY 22, 2019
This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?” You can. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
JANUARY 22, 2019
This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?” You can. View Article.
Kristina Evey
JANUARY 22, 2019
Shownotes : Plan Your Customer Onboarding – Leave Nothing to Chance The way you onboard your new customers sets the … Read More Episode 35 – Tips to Successfully Onboard Your Customers. The post Episode 35 – Tips to Successfully Onboard Your Customers appeared first on Kristina Evey.
ShepHyken
JANUARY 22, 2019
The Habit of Service Consciousness. Pulling Yourself and Your Company Toward Success. Shep Hyken interviews Mark Samuel. They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of success, and emphasizing behaviors over outcomes. In Shep’s Opening Monologue… He addresses the age-old assertion that “the customer is always right” and argues that “the customer is NOT always right.
Heart of the Customer
JANUARY 22, 2019
My wife and I took a long-overdue vacation to Mexico, and stayed at an ocean-side resort over the holidays. At check-in, the desk attendant told us they would upgrade us to an ocean-side room for free. Great! We were looking forward to having a nice view. Five minutes later, he came back saying, “I’m sorry. […]. The post CX – Good People can’t Overcome Bad Data appeared first on Heart of the Customer.
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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.
Esteban Kolsky
JANUARY 22, 2019
finally got over the hacking on my old site (had to reset it once a week, it was more work than i had time for —- and it impacted my blogging). moved my site, and in the process lost all my followers, all my subscribers, etc. it’s ok, i don’t mind… but — if you are interested in what’s coming on this site, please subscribed (link on the sideline) or follow. thanks!
Dapresy
JANUARY 22, 2019
The role of the Market Research Agency has changed over the last decade, with a growing demand for automated, high-frequency customer experience solutions. Previously, focus was upon relational customer experience, data collection, and analysis techniques. Now, MRAs are expected to offer sophisticated IT solutions and present data in a useful, visually appealing way, adding specific value to the customer’s business.
Customers That Stick
JANUARY 22, 2019
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Dapresy
JANUARY 22, 2019
Heathrow is Europe’s largest airport and one of the world’s top international aviation hubs. As the UK’s global gateway, Heathrow welcomes almost 80 million passengers every year. The airport is home to more than 80 airlines and is Britain’s largest cargo port, helping to drive British trade growth by connecting the nation to more than 200 destinations around the world.
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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,
MyCustomer
JANUARY 22, 2019
22nd Jan 2019. C. Sampson Lee shares his thoughts on the state-of-play in customer experience management in 2019. Here are my four predictions for customer. By. Sampson Lee. World's 1st CX Certification founder.
Centercode
JANUARY 22, 2019
The results of the 2018 Customer Validation Industry Survey backed up what we already knew: time is a precious commodity that test managers don’t have a lot of. Responses from over 300 companies showed how and where today’s testing professionals are spending their time. In particular, it revealed how the Beta Testing tools they use impact bandwidth and overall program effectiveness.
Oracle
JANUARY 22, 2019
You may hope that when you rest your head on your pillow at the end of a long day you’ll magically be transferred to a dream land where you’ll stay until the morning sun peeks through your window the next morning. Not likely. The American Academy of Sleep Medicine reports that 30 – 35% of adults experience brief symptoms of insomnia, keeping a restful night of sleep far away.
NetBase
JANUARY 22, 2019
Social Listening has come a long way in a relatively short amount of time, particularly in the past ten years – and it’s come with a pretty steep learning curve for those new to the game. Although it offers incredibly cool insight in its own right, predictive marketing analytics have changed the social listening game. It shifts the paradigm from one of understanding consumers today to one where you can pretty reasonably predict what they’ll be expecting from your product line tomorrow.
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.
Customer Enthusiast
JANUARY 22, 2019
I read an article in the January 15, 2019 issue of the Wall Street Journal that pointed out the limitations of a robot-staffed hotel, the Henn na, or “Strange,” Hotel, in western Japan. As it turns out, over half the hotel’s 243 robots have been culled due to guest complaints about their ineffectiveness. The in-room … Continue reading "When automation hinders the customer experience, hit the reset button".
ERDM
JANUARY 22, 2019
Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* The highest-ranking answer? ‘No one’! By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper.
Second to None
JANUARY 22, 2019
Too often, brands blame a lack of technology or resources for their organizational problems. Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations.
Talkdesk
JANUARY 22, 2019
2018 was a big year for Talkdesk, and so far, the new year promises to be even better. 2019 has brought news that Talkdesk is a finalist in the 2019 Stevie® Awards for Sales & Customer Service in the Innovation in Customer Service – Computer Industries category. We are honored to be included among so many other nominations (more than 2,700!
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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.
ERDM
JANUARY 22, 2019
Article by Ernan Roman, President, ERDM Corp. and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* The highest-ranking answer? ‘No one’! By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this
Happy or Not
JANUARY 22, 2019
Tuesday, January 29, 2019 at 1pm EST | Register Today Nearly 81% of consumers aren’t happy with their healthcare experience. Consumers demand the same responsiveness and convenience from […]. The post Webinar: New Technology and the Customer Experience appeared first on HappyOrNot.
Playvox
JANUARY 22, 2019
Your contact center depends on building long lasting relationships with loyal customers, earning their trust and ultimately delivering industry-leading service. After all, 64 percent of consumers believe a quality. experience matters more than price. But how do you know if you’re actually doing all you can to forge such lasting bonds?
LoyaltyPlus
JANUARY 22, 2019
Taking care of the modern, tech-savvy consumer. Customer Relationship Management specialist, LoyaltyPlus, offers its perspective on the challenges and opportunities for service providers. South Africa has long been considered a market of brand-loyal and brand-conscious consumers. The popularisation of loyalty programmes and digital solutions that automate transactions, implies that the modern tech-savvy consumer is more empowered than ever before.
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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?
Stella Connect
JANUARY 22, 2019
If you’re a customer service or CX professional who appreciates a good conference, 2019 is your year. There will be no shortage of opportunities to learn from leading experts, network […]. The post The Top 26 Customer Service & CX Conferences in 2019 appeared first on Stella Connect.
LoyaltyPlus
JANUARY 22, 2019
Taking care of the modern, tech-savvy consumer. Customer Relationship Management specialist, LoyaltyPlus, offers its perspective on the challenges and opportunities for service providers. South Africa has long been considered a market of brand-loyal and brand-conscious consumers. The popularisation of loyalty programmes and digital solutions that automate transactions, implies that the modern tech-savvy consumer is more empowered than ever before.
Help Scout
JANUARY 22, 2019
Investing in customer service is key to long-term business success. While you can use many different methods to delight your customers and have them raving about your support to their friends, here are our 10 best ways to deliver excellent customer service. Related: Stop Defending Customer Support. Good customer service is the ‘make or break’ of every business.
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