InMoment XI
APRIL 5, 2019
This article was written by Gillian Mackay, Strategic Consulting Director at MaritzCX, and originally published here. Engaging Customers with Creative Technology You’ve just finished a call to your bank about a fairly mundane matter when you are asked to stay on the line to complete a telephone survey. Sound familiar? What do you do? If. View Article.
Ecrion
APRIL 5, 2019
It can be easy sometimes for utilities to forget that, usually, the only interaction they have with their customers is through the bills they send. What information are you providing, other than how much the customer owes you? With modern utility billing solutions, you not only give a great customer experience, you can save a lot of money. Whether you’re interacting with a current consumer, or communicating with a potentially new client, the utility customer experience will always be important.
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inmoment
APRIL 5, 2019
If you’re in the food service industry , then you’re no stranger to the guest experience. In fact, the customer experience (CX) and food service industries have evolved together overtime. What do I mean by this? Well, the food service industry was one of the first to embrace the idea of customer experience. Some experts even believe that restaurants’ need to gather guest feedback to improve their operations pushed the customer experience (CX) industry to where it is today.
CloudCherry
APRIL 5, 2019
Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. However, expectations with the importance of CX is continuing to grow. 23% of B2B CMO’s see CX as a top 3 objective. So how do Marketers that assume CX responsibility address this with less budget without giving up important technology needed for other aspects of Marketing?
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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.
Customer Bliss
APRIL 5, 2019
How does a legacy organization integrate digital media in a way that facilitates a meaningful customer experience? Todd Unger , Chief Experience Officer and Senior Vice President of Physician Engagement at the American Medical Association (AMA), shares insights, and lessons he’s learned along the way, while leveraging his background in product development, and marketing and advertising, to transform a 170-year-old company’s communication methods into the world of digital.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
APRIL 5, 2019
Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle.
ShepHyken
APRIL 5, 2019
This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.
ProProfs Chat
APRIL 5, 2019
Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. But are these articles sufficient enough to revamp the existing strategies? Well, I’d say why not consult a customer service expert to help you bring the necessary changes to the strategies.
Alliance by IFS
APRIL 5, 2019
Read Astea customer reviews for our award-winning field service software, Alliance Enterprise. When you’re looking to upgrade your business’s IT solutions, you want to read field service software management reviews from actual users. Although we are confident that Astea’s Alliance Enterprise is the best FSM software to help businesses integrate technologies and streamline processes , don’t take our word for it!
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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.
ProProfs Chat
APRIL 5, 2019
Data is the new oil. Data is the fuel for the modern marketing machinery; Data has changed how businesses operate. But like every mineral in its raw, unprocessed form, data is just a bunch of numbers, graphs, and information. The result of this surge in the value of data? Companies are willing to spend large amounts of money for data analytics. In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data.
Totango
APRIL 5, 2019
Customer success metrics are used to discover what kind of customer experience you are really delivering. You can position yourself as a customer-centered business and embrace a company-wide ethos of nurturing customer growth, but you still need to know if the product is having a practical, positive impact on a customer’s daily workflow. The goal of customer success is to generate recurring revenue by creating customer lifetime value.
North Highland
APRIL 5, 2019
Digitisation is not only changing the face of business with new and disruptive business models but is also offering completely new perspectives on enhancing government services. The Cordence Worldwide (CWW) network, of which North Highland is a proud member, met in 2018 to bring together our global knowledge and experience in the public sector and to develop ideas on the future of government services.
TeamSupport
APRIL 5, 2019
Working in a customer-centric industry, there are some days when it seems like everybody wants to talk to you. Maybe it’s because you’ve done something great, but most of the time it’s due to an error or malfunction in your product or service. So, what can you do on these days where the ticket volume just isn’t going down? Here are 5 tips for handling an increase in ticket volume so you can make the best of these unwelcome situations…. 1) Tag, associate, and categorize tickets – Sometimes when t
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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,
Kapta Customer Success
APRIL 5, 2019
Sales is hard enough as it is. Don’t make it worse for yourself by pushing products from the beginning. In a B2B context, there’s a better way of doing it. Selling products may be the end goal, but if you emphasize products from the beginning you’ll have trouble keeping your client’s attention. Take time to understand your client’s unique situation so you can present them with a solution that fits their needs perfectly.
Forrester's Customer Insights
APRIL 5, 2019
Low-code or no-code? Some vendors use these terms interchangeably or are overpromising. In particular, we cringe when we see or hear “low-code/no-code” — as if those two things are the same. Don’t be confused, don’t be deluded; here is what’s going on. Businesspeople hankering to deliver their own apps love the “no-code” message. […].
North Highland
APRIL 5, 2019
Digitisation is not only changing the face of business with new and disruptive business models, but is also offering completely new perspectives on enhancing government services. The Cordence Worldwide (CWW) network, of which North Highland is a proud member, met in 2018 to bring together our global knowledge and experience in the public sector and to develop ideas of the future of government services.
Oracle
APRIL 5, 2019
Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence.
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.
ChurnZero
APRIL 5, 2019
This week , we hosted a RYG Leadership Hour in Atlanta. RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Read on! Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders.
CSM Magazine
APRIL 5, 2019
The current trend in national and multi-national companies is to create personal relationships with customers, and to treat them as individuals. Communication is more informal and is designed to convey the values of the company: caring, empathetic and trustworthy being the most frequently chosen characteristics that organisations want to project. How would you like to do business with a company you could trust – absolutely?
Magellan Solutions
APRIL 5, 2019
Outsourcing 3D modeling services has enabled architectural and engineering firms to give more focus and resources to their core business, thereby meeting clients’ expectations and driving business growth. This is the main purpose of outsourcing: to increase the value of an organization’s products or services. In this generation where there is a heightened need for both architectural and engineering services given all the developments that are taking place, outsourcing 3D modeling services and ot
Forrester's Customer Insights
APRIL 5, 2019
Hannover Messe, the leading global trade fair for everything industrial, offers a great opportunity to feel the pulse of digital momentum in the industrial context.
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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.
Forrester's Customer Insights
APRIL 5, 2019
Software vendors such as Adobe, Salesforce, and SAP and experience agencies such as Accenture Interactive, MRM McCann, and VMLY&R need each other to survive. And you need them to work well together to build you great — and differentiated — digital experiences. The worst-case alternative is project failure and maybe losing your job. But how […].
Brad Cleveland Blog
APRIL 5, 2019
Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations … Continue reading → The post Offer More Consistent Customer Service with Accurate Workload Forecasts appeared first on Brad Cleveland.
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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?
MyCustomer
APRIL 5, 2019
Watch this webinar.
Brad Cleveland Blog
APRIL 5, 2019
Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are in the cafeteria. You get the idea.
Hero Digital
APRIL 5, 2019
We’re back from Adobe Summit, a conference renowned for sparking bold ideas and where creative and technical geniuses unite. Like many , our heads are spinning with integration possibilities, new business lingo, and a renewed sense of retention serving as “the new growth.”. Heading into Summit we were particularly excited to bring our voice-activated Adobe Screens experience to the Community Pavilion.
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