Thu.Aug 15, 2019

The Importance of Social Listening for Brand Stories


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 ?

How to Use Customer Data: A Guide for Customer Success Teams


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.

Data 101

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Data Orchestration in the Customer Journey Process?


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.

3 examples of innovative employee listening


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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

4 Steps to Improve Customer Experience At Your SaaS Organization

Customer Bliss

Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and become a CX leader — if so, you’ll find this episode valuable.

More Trending

The State of CX Management, 2019

Experience Matters

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.

Reduct: A Great Tool for Sharing Your Customers’ Videos

Heart of the Customer

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.

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Do You Use the Right Measures for Your CX?

Beyond Philosophy

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. .

Why relying on assumptions is bad for your business


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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Paradox of Choice


In my position, I’m fortunate to regularly speak with industry leaders, clients, and those paving the way for us here at Optimove.

3 Essential Community Management Tips from Microsoft’s Dona Sarkar


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.

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How to Deliver Individual Experiences on a Global Scale: Tips from a Borderless Brand

Smarter CX

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.

Enhance Design with Machine Learning: ML for UX & Product Designers: Part II


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.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

The Data Activation Survival Guide


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 […].

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Conversational AI: Best Practices in Customer Service


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.

Introducing Autonomous Finance: Forrester’s New Research On Algorithm-Based Financial Services

Forrester's Customer Insights

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.

Security: It’s all about Consistency


For some, security is not the most thrilling of subjects, but at Confirmit, we obsess over it.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Social Will Be The Fastest-Growing Digital Advertising Channel Globally

Forrester's Customer Insights

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.

The psychology and importance of online reviews


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.

Land More Clients By Avoiding These 5 Rookie Mistakes

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.

Why Qualtrics – Immanuel von dem Bussche – Enterprise Sales – München, Germany


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.” Data insight is not a topic for a few “nerdy geeks,” but for nearly all employees.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

KCB Bank Improves Customer Experience Using Sparkcentral Customer Service Platform with WhatsApp Support

CSM Magazine

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.

Branding with Soul: Q&A with Tina Sharkey, co-founder & CEO, Brandless

C Space

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.”