InMoment XI
AUGUST 3, 2017
Throughout the history of the world, humans have created and envisioned many things that don’t exist in the ‘real world’. Often, many people come to actually believe in these inventions of human fantasy to some degree. This usually happens through a combination of misunderstanding, bad information, simple ignorance or even plain old imagination. Take the.
Customer Bliss
AUGUST 3, 2017
Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
AUGUST 3, 2017
Throughout the history of the world, humans have created and envisioned many things that don’t exist in the ‘real world’. Often, many people come to actually believe in these inventions of human fantasy to some degree. This usually happens through a combination of misunderstanding, bad information, simple ignorance or even plain old imagination. Take the.
CX Journey
AUGUST 3, 2017
Image courtesy of Pixabay Expectation = frustration? I recently saw an article with an image that included a quote from Antonio Banderas: Expectation is the mother of all frustration. Honestly, this is true in life, in all relationships. Think about it for a second: Aren't relationships much easier and much more relaxed when you have no expectations of the other party?
Advertisement
Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Uniphore
AUGUST 3, 2017
Chatbots, more Human than Humans? Chatbots have come a long way in a short space of time, and it looks like it’s only a matter of time before they are more human than human beings themselves. Read More.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Clarabridge
AUGUST 3, 2017
By: Ellen Falci, Product Manager, NLP/Enrichment, Clarabridge. When I started working at Clarabridge five years ago, NLP and text analytics were very technical sounding terms. My parents and peers were baffled when I tried to explain the field that I worked in. In those five years though, the term has had a rebirth as marketers have tried to capitalize on the perceived sexiness and sophistication of related technologies.
ReviewTrackers
AUGUST 3, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: The support of leadership is essential to create a customer experience that drives profit. Subscribe to receive these stories and more every week in your inbox. Email *. Comments This field is for validation purposes and should be left unchanged.
UJET
AUGUST 3, 2017
We have some exciting and helpful updates to share!
Verint
AUGUST 3, 2017
Ventana Research is seeking customer analytics professionals to participate in a benchmark research survey designed to uncover organizations’ current and planned use of analytics on all things customer related—marketing, sales, service, contact center and customer engagement. The information gathered will be used to create a detailed picture of the current state and future direction of customer analytics use in organizations—as well as best practices that can help them use resources and time wis
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Brad Cleveland Blog
AUGUST 3, 2017
Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If you enjoy this video, check out the entire course at the Lynda.com Library. >Quality Standards … Continue reading → The post 5 Secrets to Quality Service appeared first on Brad Cleveland.
OpinionLab
AUGUST 3, 2017
Do your digital VoC strategies uncover highly actionable nuggets of information? Do these strategies then enable you to drive improvements against broader business objectives – such as increasing revenue and ultimately loyalty? If not, it could well be because you’re asking your customers the wrong questions. Great digital VoC programs lead to great CX.
Brad Cleveland Blog
AUGUST 3, 2017
Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If you enjoy this video, check out the entire course at the Lynda.com Library. >Quality Standards in Customer Service by Brad Cleveland.
Provide Support
AUGUST 3, 2017
Millennials now make up the largest consumer demographic with more spending power than any other generation. According to Accenture , while Millennials are already a potent force (spending approximately $600 billion each year), they will truly come into their own by 2020, when their spending in the US is projected to hit $1.4 trillion annually and represent 30% of total retail sales.
Advertisement
The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Brad Cleveland Blog
AUGUST 3, 2017
Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If you enjoy this video, check out the entire course at the Lynda.com Library. >Quality Standards in Customer Service by Brad Cleveland.
Expert insights. Personalized for you.
200 
Let's personalize your content