CSM Magazine

MAY 11, 2018

Pansensic leads us into the future to learn how customer service will be driven by developments in the customer experience industry. Customer service has been, and will always be, the driving force that shapes consumers’ opinion of brands. So much so that Deloitte marks that 62% of companies feel that customer experience (CX) is what differentiates them from their competitors, whilst 52-66% of customers will stop purchasing from a company if they receive a negative interaction.

Customer Experience 56

Customer Experience Social Media Analysis Competitive Advantage 56

CSM Magazine

MAY 11, 2018

The General Data Protection Regulation (GDPR) is a new set of rules amended to the current Data Projection Act that will soon be mandated for those businesses dealing with European consumers. On May 25, 2018 the regulation insists on safeguarding the personal information of all citizens of European Union member states. While many businesses are already aligned with the specifications, it’s important to make sure your business has everything covered.

Policies 40

Policies Data Meeting Consumers 40

Oracle

MAY 11, 2018

The more a business knows about you, the more effectively it can create quality customer experiences. In today’s world, CX boils down to avoiding a tradeoff between usability and data security. Notorious incidents like the Equifax hack can lead us to believe that we live in the wild west times of data security, and can lead consumers to wonder if privacy and the prerogative of control over information is inevitably slipping out of their hands.

Data 81

Data Customer Experience Social Media Chatbots 81

InMoment XI

MAY 11, 2018

Once Upon a Time… It’s the 2nd business day of the month. The Digital Channel Manager just received the monthly scorecard, and she can’t wait to open it and see what her OSAT score is this month! “Oh, yes!” she exclaimed. It was a 72%!!! This was great news, because it was only 69% last. View Article.

Management 200

Management 200

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Beyond Philosophy

MAY 11, 2018

I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I sat there, phone in hand, staring stupidly at the little dots. I went on like this for maybe a minute and a half before I realized I was being silly.

Retail 116

Retail Consulting Examples Training 116

ReviewTrackers

MAY 11, 2018

Technology is shaking up the restaurant and foodservice industry. The end-to-end guest experience — from research and reservations to ordering, delivery, consumption, and payment — can now happen in a handful of screen taps or mouse clicks. Satiated with choices, consumers are demanding innovation in ways that drive industry trends, menu offerings, and entire operations.

Customer Satisfaction 93

Customer Satisfaction Guest Experience Trends Tips 93

Beyond Philosophy

MAY 11, 2018

How can we guide our customer’s decision-making through the menu of options we provide? How can you structure your offering to make it most attractive to customers? The post Leading Your Customer To The Right Choice appeared first on.

Customers 60

Customers 60

Truthlab

MAY 11, 2018

Reading Time: 3 minutes Every once in a while, I’ll see enterprise folks mentioning that startup roles are becoming nebulous. Front-end ninja, JS guru, or supreme leader of customer success hegemony to name a few. Ok maybe that last one I just thought would be cool and doesn’t show up ever, but the sense tends to be that these […]. The post Title Differentiation at Startups: Why a different approach makes sense appeared first on truthlab.

Customer Success 59

Customer Success Customers Leadership 59

West Monroe

MAY 11, 2018

In this three-part blog series, we will be exploring organizational Customer Experience (CX) transformation. Successful multi-functional initiatives, like a CX transformation, require a strong, yet flexible framework – one that can accommodate ambiguity and rapidly changing markets, but still provides structure to guide teams through ambiguity. At West Monroe Partners, our CX transformation process is built on a framework called DEEPEN, or Define, Envision, Empathize, Plan, E(N)act.

Customer Experience 60

Customer Experience Roadmap Customers Leadership 60

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Vocalabs

MAY 11, 2018

Of Course You Don't Intend to Kill Puppies. But Hypothetically Speaking. Peter Leppik. Fri, 2018-05-11 13:55. Customer Experience. Recently, Sun Country Airlines, formerly a Minnesota-Nice local favorite reconstituted as a Nickel And Dime Ultra Low Cost carrier, stranded a couple planeloads of customers in Mexico because of a blizzard in Minneapolis.

Course 48

Course Airlines Exercises Transportation 48

West Monroe

MAY 11, 2018

Advanced digital capabilities in Artificial Intelligence (AI) and Natural Language Processing (NLP) will alter how people interact with data. The growing adoption of voice platforms like Amazon Alexa and Google Assistant, as well as messaging platforms like Facebook Messenger and Slack, means humans will interact increasingly more with technology through conversational interfaces (CI), rather than other people.

Chatbots 49

Chatbots Multi-Channel Gamification Technology 49

Vocalabs

MAY 11, 2018

Of Course You Don't Intend to Puppies. But Hypothetically Speaking. Peter Leppik. Fri, 2018-05-11 13:55. Customer Experience. Recently, Sun Country Airlines, formerly a Minnesota-Nice local favorite reconstituted as a Nickel And Dime Ultra Low Cost carrier, stranded a couple planeloads of customers in Mexico because of a blizzard in Minneapolis. Cancelled flights are not all that unusual in Minnesota during the winter, but Sun Country's strategy for dealing with it was.

Course 48

Course Airlines Exercises Transportation 48

LiveChat

MAY 11, 2018

“Online privacy” is a big phrase recently, but might seem to be underestimated by online users at the same time. Let’s take the Facebook-Cambridge Analytica data scandal. It still lives in media. The US Congress put Zuckerberg through the hoops. And a couple of days ago, Facebook added fuel to the fire by sacking an employee who used users data to stalk women.

Social Media 47

Social Media Insurance Fashion Data 47

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Communication

Education Services Group

MAY 11, 2018

Chartered to increase revenue and promote company growth, but don’t have the resources? If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we talk to every day. Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality.

Customer Success 40

Customer Success Engagement Customer Journeys Case Study 40

Clarabridge

MAY 11, 2018

That’s A Wrap! Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience. Day 3 was certainly a success, and we already can’t wait for another epic C3 in 2019!

Self Service 40

Self Service Social Media Healthcare Conference 40

Ecrion

MAY 11, 2018

It happens to us all, usually every month. Whether it comes to your mailbox or inbox, you’ll still end up getting it. A bill. Usually more than one, depending on the utilities you use, how many credit cards you have, etc. Think about how long you look over these statements. Some folks go over every line of every bill every time, and good for them.

Insurance 40

Insurance Communication Policies Telecommunications 40

Maru/HUB

MAY 11, 2018

Return customers are the lifeblood of any business. A loyal customer is not only paying for your products and services but is telling others about you, too. Be sure to protect the investment you made in earning their business the first time by taking the best possible care of them to ensure they keep coming back to you. Read our posts and free downloadable materials designed to enhance your Customer Experience: What you should always include on your Customer Experience dashboard.

Financial 40

Financial Customers Consumers Customer Experience 40

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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,

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Ecrion

MAY 11, 2018

It happens to us all, usually every month. Whether it comes to your mailbox or inbox, you’ll still end up getting it. A bill. Usually more than one, depending on the utilities you use, how many credit cards you have, etc. Think about how long you look over these statements. Some folks go over every line of every bill every time, and good for them.

Insurance 40

Insurance Communication Policies Telecommunications 40

Conifer Research

MAY 11, 2018

Organizing information can be a daunting task. At times, it’92s easy to get caught up in the details and lose sight of the original intention.

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Forrester's Customer Insights

MAY 11, 2018

Are you an analytics platform or service provider serving primarily B2B businesses? Does your product or service help B2B insights professionals measure their results, understand B2B customers, and drive market growth? Well, I need your help to help the buyers that need your products and services. There is a myriad of partner options for B2B insights professionals that […].

B2B 29

B2B Analytics Measurement Marketing 29

Conifer Research

MAY 11, 2018

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40

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.

Retail

Forrester's Customer Insights

MAY 11, 2018

This week I was fortunate to attend, participate in, and moderate a session at Click Summit 2018 in Cary, North Carolina. Click Summit is hosted annually by Brooks Bell and her eponymous firm. As an industry analyst, I’m an event connoisseur, and Click is one of my all-time favorites. As expected, Click Summit was well […].

Industry 26

Industry B2C Technology Marketing 26

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses. When customers call the shots, having a good CX and offering fantastic customer service will benefit your business all around.

Trends 98

Trends Customer Service Video B2B 98

Forrester's Customer Insights

MAY 11, 2018

Forrester defines digital transformation as harnessing digital assets to continually improve customer outcomes while increasing operational agility. Digital transformation is a state of being, it’s not something with definitive beginning and ending points, but a constant state of motion. And building a technology road map for digital transformation presents greater difficulty than it might seem […].

Technology 26

Technology Customers 26

Bob Hayes

MAY 11, 2018

This is an interesting analysis, although there might be a bit of a straw man involved. Wouldn’t most companies concede that more than one measure is a good idea, ie, ASCI and NPS, rather than just one? NPS has the advantages that a small business can easily and cheaply apply it and understand it, and that one question lends itself to focus, a perennial problem in branding.

NPS 40

NPS Data Analysis Study 40

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