Centriam Customer Experience Lab
OCTOBER 11, 2018
The shopping habits of millennial's are a perpetual source of anxiety for retailers. Within the past week, the Economist discussed how established companies can win over these customers, and Deloitte released the results from their 2018 Millennial Survey Report. The crux of the matter is that many retailers are finding it difficult to connect with mi llennial shoppers.
InMoment XI
OCTOBER 11, 2018
Remember when Artificial Intelligence (AI) was something from a science fiction movie or television show? Characters such as Rosie from The Jetsons, Hal from 2001: A Space Odyssey, or Ash from the movie Alien used to just be fantasy and so far-fetched that they could never feasibly become reality. Each of these characters relied on. View Article.
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Micah Solomon
OCTOBER 11, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Last week, I suggested quick wins that could improve your customer service and customer experience.
IntouchInsight
OCTOBER 11, 2018
Read this blog for three key takeaways from Forrester CX SF that will help you design and deliver a seamless customer experience.
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.
Beyond Philosophy
OCTOBER 11, 2018
We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Esteban Kolsky
OCTOBER 11, 2018
I was trying to keep it quiet, but – darn. First, Vala outed me in ZDNet. Then, John exposed it in the webinar. Now, I have to share this findings document. Two caveats: Grammar, spelling, typos are not final – nor will they be ever be. it’s a findings document, not a report. If you need distribution quality content, contact me and we can see about reprints for distribution.
Alliance by IFS
OCTOBER 11, 2018
In this Astea-sponsored special report from Field Technologies, your company will learn about the 5 Essential Technologies for Mastering Customer Experience. Competition in the field service industry is heating up. So, what is your competitive differentiation — why would customers want to use your services versus your competitors’? According to Field Technologies’ recent report, the best way to set yourself apart is by providing a superior customer experience.
datastax
OCTOBER 11, 2018
If you’re like many organizations, you are currently hybrid cloud and increasingly multi – cloud — meaning you have a combination of on-prem, hosted, and cloud, as well as multiple private and public clouds in play all at once. The advantages are clear: flexibility and choice. Hybrid cloud lets you choose when to keep more sensitive data or applications that are too costly to move right now on-prem, while having a choice of multiple clouds lets you flex and scale workloads among them witho
Esteban Kolsky
OCTOBER 11, 2018
I was trying to keep it quiet, but – darn. First, Vala outed me in ZDNet. Then, John exposed it in the webinar. Now, I have to share this findings document. Two caveats: Grammar, spelling, typos are not final – nor will they be ever be. it’s a findings document, not a report. If you need distribution quality content, contact me and we can see about reprints for distribution.
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inSided
OCTOBER 11, 2018
Online knowledge bases are becoming more and more of a ‘hygiene factor’ for consumer tech brands. It’s almost unheard of to encounter a consumer tech brand in 2018 that doesn’t offer a comprehensive online knowledge base where customers can check out the best ways to use their gadgets and go for troubleshooting help.
Oracle
OCTOBER 11, 2018
The 2018 IDG Cloud Computing study revealed that 73% of organizations have at least one application or a portion of their computing infrastructure in the cloud. And when it comes to customer experience, 57% of survey respondents report that improving customer support or services is a top driver of investment in cloud solutions. So how is cloud technology making a difference in CX?
UJET
OCTOBER 11, 2018
When customers contact your team, they're looking for solutions. Providing those solutions is the basis of a good customer experience. When you're able to connect with customers, provide them with personalized support, and interact in the support channel that best suits their current problem, that's an even better experience.
Playvox
OCTOBER 11, 2018
Companies have more ways to communicate with customers than ever, but that doesn’t automatically translate to a better experience for buyers. Taking advantage of new customer service techniques is a must to boost customer experience or businesses risk falling behind. Consumers embrace new digital trends that improve their experience (just look at how common once-disruptive tools like live chat and parcel tracking have become), and expect companies to offer innovative services to suit changing ne
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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.
Lithium
OCTOBER 11, 2018
We’re still buzzing from a memorable party featuring our awesome customers and partners at the 2018 Lithy Awards Party on October 3 at the Belmont in Austin. A few of our favorite moments? Guests sipping our celebratory Lithy cocktail, the red carpet, the air-conditioned indoors, and the new faces and trophies we saw on stage. Lithium’s very own CMO was our master of ceremonies with co-host ( ) and proudly announced the winners of the awards.
Market Strategies International
OCTOBER 11, 2018
Insights Powered by Cogent Reports™ Digital tools like apps and websites are increasingly important for asset managers to incorporate and enhance within their overall advisor marketing and engagement efforts.
SaleMove
OCTOBER 11, 2018
We live in an era when shoppers demand first-rate experiences and every interaction plays a vital role in a company’s success. “Customer service shouldn’t just be a department,” Zappos founder Tony Hsieh once told Fast Company. “It should be the entire company.” And, indeed, the businesses that excel at the game make it a huge part of their corporate culture.
Strativity
OCTOBER 11, 2018
(RICHMOND HILL, ON.) Volvo Car Canada Ltd. today announced it is partnering with Strativity Group LLC, a global experience design firm, on a new project, Evolution Volvo: Rising Together. The new program is designed to transform the company’s customer experience through its retailer network. Volvo Car Canada is riding a wave of tremendous growth, with sales up +41.5% year-over-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,
Lithium
OCTOBER 11, 2018
We’re still buzzing from a memorable party featuring our awesome customers and partners at the 2018 Lithy Awards Party on October 3 at the Belmont in Austin. A few of our favorite moments? Guests sipping our celebratory Lithy cocktail, the red carpet, the air-conditioned indoors, and the new faces and trophies we saw on stage. Lithium’s very own CMO was our master of ceremonies with co-host ( ) and proudly announced the winners of the awards.
Thunderhead
OCTOBER 11, 2018
The latest Adobe headlines have generated a lot of interest and signal the winds of change in enterprise Martech. We explain why. In June we commented on Adobe’s acquisition of eCommerce platform Magento at a price of $1.68B. More recently, there have been two further interesting announcements from Adobe: the acquisition of Marketo, and the launch of the Open Data Initiative (in partnership with Microsoft and SAP).
Lithium
OCTOBER 11, 2018
We’re still buzzing from a memorable party featuring our awesome customers and partners at the 2018 Lithy Awards Party on October 3 at the Belmont in Austin. A few of our favorite moments? Guests sipping our celebratory Lithy cocktail, the red carpet, the air-conditioned indoors, and the new faces and trophies we saw on stage. Lithium’s very own CMO was our master of ceremonies with co-host ( ) and proudly announced the winners of the awards.
Ascribe
OCTOBER 11, 2018
Ascribe adds Japanese translation to its full suite of text analytics software. Download the press release. The post Ascribe expands robust multilingual text analytics platform appeared first on Ascribe.
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.
Lithium
OCTOBER 11, 2018
We’re still buzzing from a memorable party featuring our awesome customers and partners at the 2018 Lithy Awards Party on October 3 at the Belmont in Austin. A few of our favorite moments? Guests sipping our celebratory Lithy cocktail, the red carpet, the air-conditioned indoors, and the new faces and trophies we saw on stage. Lithium’s very own CMO was our master of ceremonies with co-host ( ) and proudly announced the winners of the awards.
Talkdesk
OCTOBER 11, 2018
Context: Artificial Intelligence (AI) powered services are often misconstrued and thought of as a mechanism for replacing existing jobs. The truth is, AI is more of an enabler to automate and solve critical business issues. For many emerging B2C businesses, the key differentiator is the customer experience; businesses that leverage AI to enhance their customer interactions are gaining a significant edge over their competitors.
Confirmit
OCTOBER 11, 2018
Confirmit Horizons™ Version 24 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. It provides you with richer insights so you can make smarter decisions and take action faster. You can listen to what consumers are saying across a range of different channels, analyze that information and assign actions appropriately to manage business change.
Currency Alliance
OCTOBER 11, 2018
Countless articles have been written about enhancing the hotel customer experience (CX) with technology. But there is a bigger story. The hotel market is becoming more competitive, with a larger share of wallet being spent on a greater variety of services. The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points f
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Forrester's Customer Insights
OCTOBER 11, 2018
I am really honored to have represented Forrester in the jury of the eCAC40/Les Echos Index measuring the digital maturity of the largest French companies quoted at the French Stock Exchange (CAC 40 Index). The results are as follows (TOP 10 only): SOCIETE GENERALE TOTAL SCHNEIDER AIRLIQUIDE ORANGE BNP ATOS ENGIE AXA SAINT GOBAIN What […].
Brad Cleveland Blog
OCTOBER 11, 2018
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and … Continue reading → The post The Measures Every Contact Center Should Have appeared first on Brad Cleveland.
Forrester's Customer Insights
OCTOBER 11, 2018
Nearly 20 years after SaaS giants such as Salesforce and NetSuite made their foray into the world of enterprise applications, we still see SaaS disrupting the traditional software world at a fast pace.
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