NetBase
AUGUST 15, 2019
What is being said about your brand online right now matters. It shapes perception, which drives audiences toward – or away from – your products and services. So, which conversations and resulting “stories” do brands need to be aware of with their social listening ? It’s both the positive and the negative ones. Here’s why. The Power of Stories Compels Them.
Totango
AUGUST 15, 2019
As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity if you didn’t capture that data, analyze it, and organize it. Doing so gives you a detailed picture of how customers use your product and interact with your team, making it easier to identify opportunities to enhance the customer experience and improve your product or service. .
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Kitewheel
AUGUST 15, 2019
Get Started with Data. The journey orchestration space is a confusing one for many marketers, CX professionals, and even technology leaders. This makes understanding the key terminology is more important than ever. That’s why we wrote our recent blog defining customer journey orchestration. But how do you begin a customer journey program? To manage your customer journey, you need data to back it up.
Qualtrics
AUGUST 15, 2019
Offering best-in-class employee experience has become critical to an organization’s success – from attracting top talent to increasing engagement across the entire lifecycle. And employees are keen to play a part in building an incredible workplace culture. From our latest research, 77% of employees wanted to give feedback more often than once a year.
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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,
Experience Matters
AUGUST 15, 2019
I’m particularly happy to announce a new research report, The State of CX Management, 2019. In the past, Temkin Group published similar research and we charged for the reports. One of the great things about now being a part of the XM Institute is that we can give it away for free. To understand the current state of customer experience (CX) management, we surveyed 212 CX professionals around the world from companies with at least $500 million in annual revenues.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
AUGUST 15, 2019
What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, j
Alida
AUGUST 15, 2019
When the GDPR came into force in 2018, one of the biggest questions on everyone’s mind was, “What will enforcement look like?” With the first major fines issued in July to British Airways and Marriott International, we now have an answer. The UK Information Commissioner's Office (ICO) announced its intention to impose a massive $183.39M GBP penalty on British Airways and $99M GBP against Marriott , both for data breaches each company reported in 2018.
Oracle
AUGUST 15, 2019
Before Payoneer was founded in 2005, the world primarily transacted on paper and land lines. Despite the Internet’s rising popularity, companies were often limited by geographic and market constraints. Payoneer, a borderless payment platform, changed that. The brand operates across 200 countries, connecting 4 million users in over 150 currencies and 70 languages by making global transactions as easy as local ones.
Heart of the Customer
AUGUST 15, 2019
I wrote last week about the importance of video in sharing your customers’ experience (Video Interviews=CX Impact). A major limitation of working with video is the task of managing all of that content. Historically, our process for working with video involved: 1. Recording a video while interviewing (our client’s) customers. 2. Turning the video into […].
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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.
Customercount
AUGUST 15, 2019
Making assumptions based on stereotypes will almost always lead to miscommunication and poor relationships and is a road map to business disaster. Continue reading → The post Why relying on assumptions is bad for your business appeared first on CustomerCount.
Optimove
AUGUST 15, 2019
In my position, I’m fortunate to regularly speak with industry leaders, clients, and those paving the way for us here at Optimove. But recently, one conversation stood out to me: an Optimove user from the travel industry explained how customers experience higher degrees of anxiety as a result of the overwhelming technological options in today’s digital booking world.
Interactions
AUGUST 15, 2019
While customer service has always been around, its customer-centric focus has flourished in the past years thanks to the realization that a good customer experience helps you earn more money. And more importantly, bad customer service will cost you. According to Frost and Sullivan, “US companies are now losing more than $83 billion annually due to poor customer experiences, an effect compounded by the reality that it costs six to seven times more to attract a new customer than to retain an exist
Centercode
AUGUST 15, 2019
In this second post of our two-part interview with Dona Sarkar, leader of the Windows Insider program , she unpacks several community management tips for beta program executives, product managers, and other people responsible for Customer Validation. While your community may not be at the scope and scale of Dona’s program at Microsoft (and not many are, given the approximate 17 million users currently enrolled in the Windows Insider program), the wisdom she shares is relevant to beta programs of
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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.
Blueshift
AUGUST 15, 2019
This past year has been the year of the CDP. The market grew by a whopping 71% in the first half of 2019 alone. 78% of companies have, or are looking into buying Customer Data Platforms. The hype of CDPs has allowed marketers to unify their siloed data — but that’s only a part of […]. The post The Data Activation Survival Guide appeared first on Blueshift.
Confirmit
AUGUST 15, 2019
For some, security is not the most thrilling of subjects, but at Confirmit, we obsess over it. That’s why we are extremely pleased to be able to say that Confirmit has, once again, successfully completed a “System and Organization Controls” - SOC 2 Type II examination for our Confirmit Horizons SaaS and Cloud offerings. If you’re not familiar with this standard, in summary it validates Confirmit’s strong commitment to the security, confidentiality and availability o
Forrester's Customer Insights
AUGUST 15, 2019
While 2018 was a challenging year for global social media advertising amid the implementation of GDPR, privacy scandals, and brand safety concerns, Forrester forecasts that social will remain the fastest-growing digital advertising channel globally over the next five years. This growth will be driven by increasing revenue per user and will be fastest in Asia […].
Qualtrics
AUGUST 15, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Immanuel’s “Why Qualtrics” story. I’ve been in Sales all of my career: always listening and learning. Moving from hardware to software sales I understood that IT, as a topic, is changing from a “specialist topic” to an “everybody topic.
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.
Forrester's Customer Insights
AUGUST 15, 2019
People’s lives are becoming ever more automated as millions of algorithms make decisions — and, in some cases, take actions on those decisions — on behalf of a consumer. While it’s still early days, the shift toward autonomous services is already happening in financial services thanks to evolving customer expectations, advances in AI and other […].
Grade.us
AUGUST 15, 2019
In my last article , I talked with various agency owners about how they scored that first, crucial client. But one client isn't it enough to float a marketing agency or consultancy. You need more clients to fill up that roster. Several of the people I talked to highlighted strategies that worked. A few also shared how they would have approached the problem of finding those early clients a little bit differently.
CSM Magazine
AUGUST 15, 2019
Sparkcentral today announced that KCB Bank Kenya customers will now be able to interact with the Bank via the popular messaging service WhatsApp. The Bank has deployed the Digital Customer Service platform designed by Sparkcentral. This will see KCB Bank Kenya become one of the leading African financial services companies approved for the WhatsApp Business solution.
Truthlab
AUGUST 15, 2019
Now that we have a basis for understanding how Machines Learn (ML) from Part 1 of this series, we can begin to consider how to build mechanisms that support learning into our work to enhance design with machine learning. Enhancing Design with Machine Learning. Parsing Complex Information. Although computers have been capable for some time of receiving and transmitting complex information such as audio and video, they have not been able to interpret or process it in a meaningful way until advent
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Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!
Qualtrics
AUGUST 15, 2019
What makes customers write reviews? Why are reviews so powerful ? And how can you make them work for your business? The feedback medium for every context. The review is now a near-ubiquitous part of the online experience , popping up everywhere from career-planning to comparing laundry detergent. It’s a format that’s proven to be extremely versatile, as it lends itself to all kinds of contexts and is accessible to a wide range of users.
C Space
AUGUST 15, 2019
Branding with Soul: Q&A with Tina Sharkey, co-founder & CEO, Brandless. Tina Sharkey is an entrepreneurial force. Since the days of the dial-up modem, she has been building communities, companies, and brands “with soul.” Today, she’s co-founder and CEO of Brandless, a fast-growing startup that’s putting everything from gluten-free hand cream to healthy snacks into the hands of more people at affordable prices.
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