Vonage

JANUARY 16, 2017

Contact centres act as the front-line for many businesses. They are the point of contact where customers and companies meet to resolve issues and buy products and services. Operating at their best, contact centres play a fundamental part in creating a positive customer experience. At their worst, they can inflict irreparable damage that the business they represent will find hard to come back from.

Customer Service 183

Customer Service Social Media Technology Training 183

Experience Matters

JANUARY 16, 2017

Happy Martin Luther King Jr. Day! In this Year of Purpose, it seems more appropriate than ever to celebrate MLK Day. When Temkin Group evaluates purposeful leaders, we look for someone who operates consistently with a clear, well-articulated set of values. MLK was one of the most purposeful leaders in the history of the U.S. On this MLK […].

Groups 131

Groups Leadership Customer Experience Customers 131

Beyond Philosophy

JANUARY 16, 2017

Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking. With a little effort, we should be back on track in no time. If only it were that easy! The truth is the hot mess we return to makes us want to pack up and head right back on holiday. Unfortunately, for the majority of us, this solution isn’t an option.

Fashion 114

Fashion Training Consulting Video 114

Michel Falcon Experience

JANUARY 16, 2017

How did Michael Jordan become the best basketball player of all time? Sure, for the majority of his career, he had Phil Jackson, arguably the greatest coach of all time. Jackson refined Jordan’s skills, but it was the hours of jump shots, free throws and conditioning that Michael worked on when Phil wasn’t around that made him the greatest player of all time.

Hospitality 101

Hospitality Study Airlines Culture 101

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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.

Customers

Bill Quiseng

JANUARY 16, 2017

This week’s guest post is from Teri Yanovitch , author of Unleashing Excellence – The Complete Guide to Ultimate Customer Service. You can learn more about Teri and her book at the end of her post. I am a big fan of Marriott International. With the recent acquisition of Starwood, Marriott is the world’s largest hotel company with over 5700 properties worldwide.

Entertainment 87

Entertainment Guest Experience Hotels Culture 87

iPerceptions

JANUARY 16, 2017

The new year has arrived, and with the start of any new year comes the onslaught of predictions of what is going to make it big in 2017. Already, we're hearing this will be the year when chat bots, virtual reality and voice search gain a permanent foothold in our world.

Chatbots 69

Chatbots Trends Customer Experience Customers 69

Heart of the Customer

JANUARY 16, 2017

Something different. I was recently interviewed by Netscout as part of their Expert Interview Series for CIO Brief. A copy is below. Enjoy! Jim Tincher is the Mapper-In-Chief of HEART OF THE CUSTOMER, where he helps brands understand how hard it is to be their customer. We recently asked for his insight on how businesses can better […]. The post Heart of the Customer in Expert Interview Series appeared first on Heart of the Customer.

Customers 60

Customers Brands Customer Experience 60

ForeSee

JANUARY 16, 2017

It’s a new year, which for many also brings a strong resolve to make significant improvements or achievements during the following 364 days — or in other words, New Year’s. The post CX Resolutions: 5 ways to make customer experience standout this year appeared first on ForeSee.

Customer Experience 53

Customer Experience Customers Measurement Data 53

Influitive

JANUARY 16, 2017

Account-based marketing (ABM) is one of the hottest marketing trends right now—and with good reason. Today’s customers don’t want to be treated like just another email address. They expect personalized, relevant experiences. According to a study by Walker, the customer experience is expected to overtake product and price as a company’s key brand differentiator by.

Marketing 55

Marketing B2B Study Trends 55

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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.

Communication

Confirmit

JANUARY 16, 2017

Let’s face it, we’re in business to make a profit, right? In today’s competitive marketplace you need to be sure that every investment, be it in time or money, has a positive return. But, sometimes it seems that this is all easier said than done. For example, where can a Market Research firm hope to ‘find’ Return on Investment?

Return on Investment 45

Return on Investment Marketing ROI Measurement 45

MyCustomer

JANUARY 16, 2017

Voice of the Customer Is your customer journey mapping data-driven?

Customer Journeys 52

Customer Journeys Data How To Customers 52

Confirmit

JANUARY 16, 2017

Cognita is a worldwide group of more than 65 private schools in Europe, Latin America and South- East Asia. Part of the company’s mission is to respect the individuality of each school to ensure they retain their own unique ethos, with curricula and programs tailored to the needs of the parents and children it serves. To this end, Cognita commissioned a Global Customer Experience initiative to support organizational success through a deeper understanding of their customers: the pupils̵

Case Study 40

Case Study Study Touchpoint Groups 40

SuiteCX

JANUARY 16, 2017

One of the biggest challenges CX practitioners face is uncovering actionable data that will help improve the customer experience. Often company structure and culture play a big role in determining how hard/easy it is to dig out the data. In this article I’ll help you understand where and how to find the data, and how to organize it to become useful to improving the customer experience.

CEM 100

CEM Data Groups Interaction 100

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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,

Tips

Confirmit

JANUARY 16, 2017

QRS Market Research is the longest established independent data collection provider in the UK. The company undertakes many surveys that address sensitive or potentially contentious issues, and have an experienced, high-caliber team to gain respondents’ trust, enabling them to conduct meaningful interviews and gather true insight. QRS is a long-time user of Confirmit Horizons and this case study highlights how the company has made innovative use of the platform in its CATI (Computer Assiste

Case Study 40

Case Study Study Innovation Survey 40

SuiteCX

JANUARY 16, 2017

One of the biggest challenges CX practitioners face is uncovering actionable data that will help improve the customer experience. Often company structure and culture play a big role in determining how hard/easy it is to dig out the data. In this article I’ll help you understand where and how to find the data, and how to organize it to become useful to improving the customer experience.

CEM 100

CEM Data Groups Interaction 100

Amity

JANUARY 16, 2017

As we observe momentum building up in Europe around the emerging role of customer success, I’d like to share a few thoughts around this business metamorphosis we are witnessing. While this new role is still very much at experimentation stage as it positions itself in the recurring revenue business model, there are common themes around its practice and impact.

Customer Success 51

Customer Success Customer Journeys Groups Sales 51

transcosmos Information Systems

JANUARY 16, 2017

The first thing that comes to mind when you hear the words “customer service” is something bad because social media has made itself a portal for rants and feedback to bad customer service. Apparently, this could all be prevented if from the beginning, no discomfort was experienced by the customer. This is where customer service satisfaction comes in.

Customer Service 75

Customer Service Social Media Customer Satisfaction Customer Service Representative 75

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