Experience Matters
APRIL 26, 2018
Do you want to examine experiences through the eyes of your customers? I’m happy to announce that we’ve just released online training to help you use on of our tools, the SLICE-B Experience Review Guide. We’ve used it in our research and consulting, taught it within some of our workshops, and now we’ve made it even easier for people to use on their own.
QuestionPro Audience
APRIL 26, 2018
Planning a summer getaway this year? Then you’re part of the 56% of Americans who plan to take a vacation during the upcoming summer months. We know businesses and consumers alike rely on the revenue these summer jaunts bring, so we took a closer look into Americans’ spending habits during vacation season. WHO’S TRAVELING? Of those who plan to take time off, 92% will go away, while 8% will stay home.
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Alida
APRIL 26, 2018
According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence. But—and this is an MC Hammer big but—at last year’s Customer Intelligence Summit , Rick Parrish, Forrester principal analyst servicing customer experience professionals, shared results of a stu
Oracle
APRIL 26, 2018
At Modern Customer Experience 2018, I was up to my eyeballs with fantastic CX insights and exciting innovations. Here are three of my top takeaways. 1. Use artificial intelligence to cycle contacts through engagement channels. Katrina Leaf, the Global Marketing Automation Manager at Fluke, covered how to improve pipeline engagement through artificial intelligence (AI) platforms.
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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.
InnerTrends
APRIL 26, 2018
In this issue I decided to try something new: to record the audio version of this week’s newsletter. So, here we go. Enjoy! Using a different attribution model for each marketing campaign is like cheating. I know, I know, I get it. If you are the newsletter guy, you’ll definitely want to report 10 new leads instead of the actual 8, by using the last click Interaction attribution model.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Pointillist
APRIL 26, 2018
By Swati Sahai. As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge.
Magellan Solutions
APRIL 26, 2018
The work of a call center agent is often a repeated cycle of calls, tickets, reports, emails, and complaints. Most of the time, they deal with irate customers or encounter prospects who hung up the phone. The stress level is high in this industry. It even goes against the normal work hours. While other employees sleep soundly in the comfort of their own bedroom, call center agents are busy attending to their customers’ needs or achieving their sales or call quota.
Truthlab
APRIL 26, 2018
Reading Time: 4 minutes When you’re doing everything right to try to make your product or service better, you should be conducting task-based usability tests with real users, and of course you’re also filming those tests so you can show video highlights to convince the team or the stakeholders, or the company’s executives, that these findings must be acted […].
Second to None
APRIL 26, 2018
Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. This group of service employees has a huge impact on consumers’ perception of your organization, and can either help create more brand ambassadors , or leave a toxic taste in the mouths of your customers.
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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.
UJET
APRIL 26, 2018
Unplanned outages, hidden fees, and painful UX—just a few things that your contact center solution provider probably forgot to mention before you signed on the dotted line.
Myra Golden
APRIL 26, 2018
Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. My client explained that “We need to work together, make decisions together, and communicate according to the styles of each person. In essence, we need to build a strong cohesive team.”.
Feedbackly
APRIL 26, 2018
A customer journey map is an essential tool that affords companies the opportunity to understand the state of their organization’s customer experience by outlining points at which their customers interact with their brand. By creating a detailed map of customer interactions and touchpoints with an organization, customer feedback can be compiled at each stage and relevant action can be taken to improve the overall customer experience.
iPerceptions
APRIL 26, 2018
Voice of the Customer (VoC) provides you the ability to understand and anticipate your customers’ needs, wants, perceptions and preferences so you can better meet their ever-growing expectations. In the age of the Customer Experience (CX) , these insights are paramount to designing an online and offline experience that is superior to what your competitors are offering.
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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,
Ecrion
APRIL 26, 2018
Communication is the key to any successful business. The type of communication, however, plays an important part in whether or not it’s successful. Some of your customers want to hear from you on a regular basis, not just once a month when you send them a bill. For others, getting just the bill from your company is enough. Regardless of how you communicate with your customers, one thing is constant — you must be able to communicate with them clearly.
ClientSuccess
APRIL 26, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
Blueshift
APRIL 26, 2018
Since the advent of the personal computer, no technology has captivated businesses in the way artificial intelligence (AI) has. Its influence is expected to span industries and job functions — and marketing is right in the thick of it. To learn and quantify what marketers are doing with AI today, understand their challenges, […]. The post Marketers see the huge potential of AI, but the data remains a challenge appeared first on Blueshift.
Ecrion
APRIL 26, 2018
Communication is the key to any successful business. The type of communication, however, plays an important part in whether or not it’s successful. Some of your customers want to hear from you on a regular basis, not just once a month when you send them a bill. For others, getting just the bill from your company is enough. Regardless of how you communicate with your customers, one thing is constant — you must be able to communicate with them clearly.
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.
Think Customers
APRIL 26, 2018
Healthcare patients have come to expect the same digital tools used in the consumer world, from scheduling appointments to picking up prescriptions.According to NTT Data Services research 59 percent of U.S. healthcare patients want their digital customer experience (DCX) to be like that of retail. This includes mobile interactions that are simple and quick to navigate with easy-to-locate features, such as finding medical history.This means healthcare organizations need to make use of digital t.
ForeSee
APRIL 26, 2018
By designing with data at every point of the process, you will be far ahead of the game in achieving a strong and successful redesign launch. In previous phases, you've set the stage by laying out your goals and desired user and business outcomes and gathered data to gain a solid understanding of your users. Once the data is in, where do you go from there?
CSM Magazine
APRIL 26, 2018
Customers do not stick with companies that disappoint. Every business knows this and yet somehow for many, delivering good customer service still seems to be rather low on their list of priorities. by Chris Robinson is CEO at Yonder Digital Group. In fact, a huge 81% of people say they have left a company after experiencing poor customer service. A recent survey by Yonder Digital Group on how easy companies are to get in touch with and whether they resolve queries rapidly and effectively found w
Maru/HUB
APRIL 26, 2018
There’s a lot of talk about becoming customer centric; that is, understanding your customers, learning their behavioural patterns and personalising your messages to suit their likes and dislikes. But, no one is talking about organisations becoming relationship centric. If you understand your customers, what role do you play in their journey? If you understand customer behaviours and attitudes, how can you be there before they even know they need you?
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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.
CSM Magazine
APRIL 26, 2018
After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Guest satisfaction with hotels remains steady at an ACSI score of 76, while internet travel services fall 1.3 percent to 78.
Forrester's Customer Insights
APRIL 26, 2018
Outage management is a defining moment for utilities and thus provides a great way to reimagine the relationship between utilities and their customers. Absent an outage, most consumers don’t give a whole lot of thought to their utility company – flip a switch and the expected happens. The outage – especially prolonged outages – changes […].
Verint
APRIL 26, 2018
Have you ever had a ‘game over’ experience, where you’re searching for an answer on a self-help website, and nothing seems to answer your questions? What do you do— search again? Browse page after page of results? Self-help site visits sometimes result in ‘game over’: the information needed doesn’t appear, and users can’t figure out what search words or topics to use to find the answer to their questions.
Smith+co CX
APRIL 26, 2018
Repeat custom is the name of the game for leading brands. In an age where the Tweet is mightier than the sword, creating brand advocates is a serious issue and one that brands go to great lengths to achieve through expensive loyalty schemes and the like. But most of these miss the point, it is being remembered that we crave, not being incentivised. As a consumer, I am often left surprised by a negative part of the customer experience that is either devoid of thought, or over emphasised and trite
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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?
Forrester's Customer Insights
APRIL 26, 2018
Over the last 2 weeks I have been at the annual shenanigan bonanza that is RSA. I was invited to sit on a “Shark Tank” panel for emerging technology start-ups in Miami, FL. In the span of two weeks I went from seeing the big, well-established companies, who have massive marketing budgets and millions of […].
Brad Cleveland Blog
APRIL 26, 2018
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Although cultures and communication styles vary, … Continue reading → The post Cultivating Effective Communication, Part 1 appeared first on Brad Cleveland.
Forrester's Customer Insights
APRIL 26, 2018
“Disrupt or be disrupted” The demise of previous market giants like Blockbuster and the rise of digital unicorns like Uber are pretty convincing evidence that if you’re operating at business as usual, your business is probably at risk. But that mandate to “disrupt or be disrupted” can misleadingly paint a market landscape of only adversaries— […].
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