Experience Matters
JANUARY 26, 2017
We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed under: Customer experience, Purpose, Trends.
InMoment XI
JANUARY 26, 2017
One of the more important decisions in survey research is the construction of the response scale. Researchers must make a number of decisions, such as: Should the scale be 5, 7, 10 or 11 points? Should it be unipolar or bipolar? Is it balanced? Should the scale points be ascending or descending? What is the appropriate. View Article.
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Experience Matters
JANUARY 26, 2017
We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed under: Customer experience, Purpose, Trends.
Customer Bliss
JANUARY 26, 2017
Headcount is a tricky issue in a lot of organizations. Here’s why (usually). Because many companies are quarter-to-quarter, what typically matters is urgent need. That drives hiring. A specific team loses a specific person, or a specific team feels overwhelmed — so they need to get someone in the door to help. Some of this leads to amazing hires, and that’s good.
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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.
Alida
JANUARY 26, 2017
Photo credit: Streeter Lecka / Getty Images. It’s shaping up to be a big year for the Atlanta Falcons. After beating the Green Bay Packers in the NFC championship, the team is set to face off with the New England Patriots in Super Bowl 51 in Houston on February 5. . As if having a dream season isn’t enough, the team is preparing to move to the Mercedes-Benz Stadium later this year.
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 26, 2017
One of the more important decisions in survey research is the construction of the response scale. Researchers must make a number of decisions, such as: Should the scale be 5, 7, 10 or 11 points? Should it be unipolar or bipolar? Is it balanced? Should the scale points be ascending or descending? What is the appropriate.
Uniphore
JANUARY 26, 2017
Click to Read White Paper. Introduction. Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. This document outlines the features you should look for in a digital engagement platform. Read More.
CX Journey
JANUARY 26, 2017
Image courtesy of pls47 Have you adopted a decision-making process that works well for you? If you have, I'd love to hear about it. If not, read on. As a leader, your next best action is based on making a decision as to what that action will be. How do you arrive at that decision? I've been reading Peter Drucker's The Practice of Management ; in it, Drucker devotes a chapter to decision making.
CustomerGauge
JANUARY 26, 2017
CustomerGauge is very happy to share that this week we have CCXP Ian Golding as our blog guest. Ian advises leading companies on customer experience strategies, as well as measurement, improvement and employee advocacy techniques. He has worked across various industries including retail, financial services and telecoms, accumulating a robust knowledge on best customer experience […].
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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.
iPerceptions
JANUARY 26, 2017
Today, companies are in the customer experience business. It's no longer enough to compete on products and services, but it’s also about delivering superior experiences.
Bold360
JANUARY 26, 2017
January is already on its way out the door, and February is coming, with its own assortment of fun ready to come your way. The most successful companies know that a consistent customer experience strategy has to be instituted from day one. But taking cx seriously isn’t enough anymore , to succeed you need a wisely-chosen self-service support solution to seamlessly address customer needs across all channels, learning from each experience to aggregate data, optimize, and improve processes and cont
Uniphore
JANUARY 26, 2017
Introduction. Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. This document outlines the features you should look for in a digital engagement platform. Read More.
ForeSee
JANUARY 26, 2017
How many times did you pick up your smartphone today? Recent research suggests that the average person swipes, taps, and pinches their phone screen 2,617 times per day (or about. The post The future of healthcare CX is in the palm of your hands appeared first on ForeSee.
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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,
dscout People Nerds
JANUARY 26, 2017
Insights on gearing up a hardware product for success before it hits the market.
MyCustomer
JANUARY 26, 2017
Loyalty. How the CEM maturity model steers CX programmes.
Verint
JANUARY 26, 2017
Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses. Unfortunately, government departments or local councils looking for a boost in funding to improve digital services were left empty-handed.
Kayako
JANUARY 26, 2017
Potential buyers are treated like the biggest VIPs in the universe. What happens after they buy? Are they given smooth onboarding? Is there a direct connection to a setup wizard? Do emails land in their in-basket at once? Are the tutorials ready to go? Do you have a plan for after-sales service? In many companies after sales and onboarding are set, users fall to customer support.
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.
Esteban Kolsky
JANUARY 26, 2017
The fourth installment of the research agenda for 2017 (and beyond) is the basis for all the others to exist: Platforms and Ecosystems. I told you a few weeks ago that I was changing the model for thinkJar (my company, in case you just know me – or neither) to publishing more structured research. Part of that commitment is creating a research agenda – but had to be something I can manage as a solo practitioner.
Clarabridge
JANUARY 26, 2017
The pre-election polls were way off this year — much more so than usual. While the official results may have taken some of us by surprise, there’s a lot we can learn from this year’s presidential polling fail. The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results.
Esteban Kolsky
JANUARY 26, 2017
The fourth installment of the research agenda for 2017 (and beyond) is the basis for all the others to exist: Platforms and Ecosystems. I told you a few weeks ago that I was changing the model for thinkJar (my company, in case you just know me – or neither) to publishing more structured research. Part of that commitment is creating a research agenda – but had to be something I can manage as a solo practitioner.
Clarabridge
JANUARY 26, 2017
The pre-election polls were way off this year — much more so than usual. While the official results may have taken some of us by surprise, there’s a lot we can learn from this year’s presidential polling fail. The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results.
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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.
Clarabridge
JANUARY 26, 2017
The pre-election polls were way off this year — much more so than usual. While the official results may have taken some of us by surprise, there’s a lot we can learn from this year’s presidential polling fail. The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results.
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