InMoment XI
JANUARY 21, 2019
I wish we had a crystal ball but we don’t. Despite that, we made a prediction back in the fall that the worlds of CX and CRM would continue coming together since it results in many benefits both for customers and organizations. Then, low and behold, in November SAP announced they were acquiring Qualtrics for. View Article.
Experience Matters
JANUARY 21, 2019
The New England Patriots just won the AFC Championship, earning a trip to their third straight Superbowl. As a Patriots fan, I’m thrilled. I know that many people don’t like the team, but there’s no denying that the Patriots have built a dynasty and are one of the most dominant teams in recent history (across any sport). How do the Patriots keep achieving success?
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C3Centricity
JANUARY 21, 2019
If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learned over the years for NOT doing research, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments below – I dare you! #1. WHEN THE ISSUE / OPPORTUNITY IS NOT CLEAR AND THE OBJECTIVES ARE NOT WELL DEFINED.
Steve DiGioia
JANUARY 21, 2019
Blinders. They’re used on racehorses to keep their focus on running straight ahead and to not be distracted by the horses on either side. For most horses, blinders are a good and productive means to an end. But for some of us humans working in the customer service industry, we’ve decided to wear blinders too. We focus on our job with little interaction with our fellow co-workers.
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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.
GetFeedback
JANUARY 21, 2019
A successful content marketing strategy relies on good customer feedback. Use this guide to develop a customer survey that'll help drive your content.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Sampson Lee
JANUARY 21, 2019
Here are my four predictions for Customer Experience in 2019. Prediction #1: The fever of effortless experience will reach new heights Ignited by the rise of Generation Z with its zero-tolerance of wait time and the ‘expectation transfer’ incited by the ‘Amazon Effect’, the fever of effortless experience will reach its peak since the launch […].
Wired and Dangerous
JANUARY 21, 2019
Customers today are picky, fickle, vocal and vain. They are Vain –expecting treatment that telegraphs they are special and unique, not just one of the masses. This customer narcissism has been forged both through the treatment provided by service providers as well as their new found muscle to get their way in the marketplace. For today’s customer consistency, reliability and making a strong emotional connection brings value and is the key to building loyalty which drives advocacy and grow
Hello Customer
JANUARY 21, 2019
More and more women are taking the lead as CEO of a company. Women are certainly not afraid of tough sectors either. A culture change - and especially performance - that deserves a round of applause. Entrepreneurship with 'a female touch' is an enrichment for the economy. Women can run their own business just as well as men, or do even better so. With the WOMED Award, Markant VZW and UNIZO want to applaud female entrepreneurship every year.
ShepHyken
JANUARY 21, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Before you automate people’s jobs, here are some things to consider by Kindra Cooper. (LinkedIn) Industry wisdom holds that CX automation squares away the “boring” and “repetitive” parts of an agent’s job, thereby “freeing them to do more high-value work.”.
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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.
Influitive
JANUARY 21, 2019
B2B buyers continuously seek proof from their peers when making buying decisions. In fact, according to SiriusDecisions 67% of the buyer’s journey is done digitally before contacting a sales rep. So how can B2B brands influence this process? The key is to mobilize your customer advocates to share their positive experiences with prospects. The infographic.
transcosmos Information Systems
JANUARY 21, 2019
The customer service industry has seen a dramatic shift over the years. With new innovations and trends, companies now leverage advanced tools, such as automation, in delivering the best customer support. A survey shows 89% of businesses compete through the level of customer service experience they provide. Meanwhile, 70% of unsatisfied customers whose problems are resolved are eager to do business with the brand again.
Andrew Mcfarland
JANUARY 21, 2019
My concern in this post is how the transient nature of a “gig economy” workforce could impact customers. The gig economy is “a labor market characterized by the prevalence of short-term contracts or freelance work as opposed to permanent jobs.” .
Topdown
JANUARY 21, 2019
Many marketing mavens may well be aware of the capabilities of their customer communications management (CCM) software. However, when asked if their solution is cloud-native or just cloud-based, most would probably shrug a shoulder and ask: What’s the difference? Does it really even matter? It’s just a tech jargon nuance, right? Our response would be, YES!
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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,
COPC
JANUARY 21, 2019
We are pleased to announce Release 6.1 of the COPC Customer Experience Standard is now available for the Customer Service Provider (CSP ) and Outsource Service Provider (OSP) versions. This new release also has its own collection of 6.1 Guides. Both Release 6.1 and corresponding guides are available for download on the CSP and OSP pages. of copc.com.
NetBase
JANUARY 21, 2019
Is there a right or wrong way to honor the memory – and 90 th birthday – of the late civil rights leader Dr. Martin Luther King, Jr ? It’s a big question – and not one you’d want to guess at if you were a brand or business choosing to do so to boost your image. Social sentiment is the metric you always need to clarify what will or won’t fly in the court of public opinion – and you should always be prepared to be surprised.
Think Customers
JANUARY 21, 2019
The value of trust helps people choose who they associate and confide with on a daily basis. But what happens when a company is dishonest with their customers or acts unethically? This year, data breaches, information misuse, and scandal have plagued some of the biggest businesses in the U.S. And the results have been devastating. Accenture Strategy’s Competitive Agility Index reported that 54 percent of the companies surveyed experienced a decrease in customer trust, causing a conservative.
Helen Dewdney
JANUARY 21, 2019
If your train is cancelled. If your train is cancelled you are due a full refund of the ticket price paid. If you still wish to travel you should be able to get on the next train then claim as for a delayed journey (see below). If you have a date and time restricted ticket you may not be able to get on a later train. You should check with the station staff before travelling who will be able to advise.
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.
Forrester's Customer Insights
JANUARY 21, 2019
How To Lead The Most Important – and Perplexing — Corporate Domain by John R. Rymer and Jeffrey S. Hammond Summary What if CEOs — not software development and delivery leaders or CIOs — held the keys to the fast, high-quality software delivery that is so crucial to digital business?
Happy or Not
JANUARY 21, 2019
Meet HappyOrNot at EuroCIS, Düsseldorf, Germany on February 19-21, Hall 9, booth E34. EuroCIS, the Leading Trade Fair for Retail Technology, is an annual, targeted exhibition and forum where leading […]. The post EuroCIS 2019 | 19. – 21.2.2019 appeared first on HappyOrNot.
Guavus
JANUARY 21, 2019
With trials and commercial deployments of 5G already underway and many CSPs expecting to deploy 5G technology in the next one to two years, the promise of 5G is fast becoming a reality. Data speeds of up to 20 times faster than existing LTE deployments at 10 or even 20 gigabits per second will make new apps and services—such as ultra-HD video and fixed wireless Internet—a reality over the mobile network.
Lithium
JANUARY 21, 2019
Join us on 3rd April for Spredfast + Lithium London Summit where we will bring together 250+ marketing and care leaders for an inspiring day of networking, keynotes, and workshops. Combining the very best of our respective events (CX Live, LiNC and SmartSocial London), Spredfast+Lithium London Summit will feature the very latest innovative strategies for world-class digital care and marketing as well as inspirational thought leadership.
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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.
Wootric CX Blog
JANUARY 21, 2019
Are you using pulse surveys to monitor employee engagement? What are reviews from candidates and former employees on Glassdoor telling your potential hires? When you use machine learning to auto-categorized feedback from these internal and external sources, you can better understand the drivers of employee experience metrics. Watchlist reports in Wootric CXInsight can alerted to changes in trends so you and your stakeholders can take informed action to boost employee engagement and retention.
Lithium
JANUARY 21, 2019
Join us on 3rd April for Spredfast + Lithium London Summit where we will bring together 250+ marketing and care leaders for an inspiring day of networking, keynotes, and workshops. Combining the very best of our respective events (CX Live, LiNC and SmartSocial London), Spredfast+Lithium London Summit will feature the very latest innovative strategies for world-class digital care and marketing as well as inspirational thought leadership.
CSM Magazine
JANUARY 21, 2019
Whether you are applying for a specific position or planning a career change , creating a winning resume can mean the difference between getting a face-to-face interview and your application getting put in the recycling bin. To accomplish this, using the right format can be essential, as it is the first thing the reader is probably going to notice. If you have never created or updated a resume before, there are a few steps you can take to create a document that showcases your skills and abilitie
Lithium
JANUARY 21, 2019
Join us on 3rd April for Spredfast + Lithium London Summit where we will bring together 250+ marketing and care leaders for an inspiring day of networking, keynotes, and workshops. Combining the very best of our respective events (CX Live, LiNC and SmartSocial London), Spredfast+Lithium London Summit will feature the very latest innovative strategies for world-class digital care and marketing as well as inspirational thought leadership.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Optimove
JANUARY 21, 2019
Roni Cohen, director of data science from customer relationship firm Optimove outlined the challenge facing Netflix on its path to tie down subscribers. The post Netflix lauds strong subscriber growth appeared first on Optimove.
Lithium
JANUARY 21, 2019
Join us on 3rd April for Spredfast + Lithium London Summit where we will bring together 250+ marketing and care leaders for an inspiring day of networking, keynotes, and workshops. Combining the very best of our respective events (CX Live, LiNC and SmartSocial London), Spredfast+Lithium London Summit will feature the very latest innovative strategies for world-class digital care and marketing as well as inspirational thought leadership.
Optimove
JANUARY 21, 2019
Optimove implements a systematic approach to planning, executing, measuring and optimizing a complete, highly personalized customer marketing plan. The post What to Watch: Retail’s FashTech Providers appeared first on Optimove.
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