Tue.Nov 06, 2018

What is Digital Engagement?


Customers drive your business, and their happiness supports your business. Making your customers happy starts within your business, meaning you have full control over the situation.

Taking Customers Beyond the Honeymoon Phase


Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Are you putting in the same level of effort after prospects become customers? It’s at the point of conversion that most companies turn their focus to their next objective: landing another customer. Here’s why that MO is a no-go for your bottom line. You meet someone new — and you put your best foot forward.

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‘Tis The Season – Your Customers Might Need A Little Nudge

Forrester's Customer Insights

On November 5, in line with tradition, a huge array of sparkling displays took place across the UK to celebrate Guy Fawkes night (“Remember, remember, the fifth of November. ”).

Introducing Anthropology & Ethnography to your Customer Room: An Inside Look with St. Jude Children’s Research Hospital

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Five Tips for Improving Contact Center Management


Contact center management is hard. Very hard, actually. You need to keep up with constantly growing and shifting customer expectations. You manage employees in an industry that has one of the highest turnover rates out there.

Augmented Reality Remote Assistance – The Complete Guide


What is augmented reality remote assistance? Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . The original concept of remote assistance is based on a technician’s ability to use a remote connection to temporarily view or control a computer or a mobile device over a network or the Internet in order to help solve software issues.

More Trending

Never Stop Trying to Improve, An Interview with Callie Reynolds

Smarter CX

SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders.

Do It Yourself Net Promoter Score: Is it Worth It?


One of the biggest strengths of Net Promoter Score ® is its simplicity. Instead of asking customers endless questions, NPS® surveys are direct and straightforward, addressing just one single question and giving users the option of providing their own qualitative feedback.

5 Ways to Enhance Your Customer Experience with a Knowledge Base

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Swaathishree Sridhar with Freshdesk. Creating a memorable customer experience (CX) is not every brand’s cup of tea. Only a few brands ensure great customer experience throughout the customer journey.

How to Put the ‘Executive’ Back in Executive Business Review


If I had to make a list of the things that preoccupy my thoughts, I think Executive Business Reviews (EBRs) would probably come in fourth, behind my family, my company, and the Fermi Paradox.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

The 5 Most Anticipated Video Games Ahead of Christmas 2018

Brand Watch

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How to Create Video for a Facebook Business Page


Photos are great for your Facebook business page , but so is creating and uploading video content. In fact, it’s one of the most popular things to do on the website. Facebook users accumulate about 100 million hours of watch time every day.

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6 Lessons on Customer Service from the Four Comma Club


In August 2018 , Apple became the first American public company to reach $1 trillion market value. The company enjoyed their solo stay at the top until a month later in September , when Amazon joined in.

Why we give our best data ideas away

Aquila Insight

You’ll remember from school other students stopping you from seeing their answers, by putting their arm around their exam paper. It’s the same at work, people are secretive about their ideas as though there’s a limited supply of original thinking in the world, and a constant need to protect every innovation. Except at Merkle Aquila, where we believe the more you give away, the more you get back.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Webinar: Advanced AI Tools for Customer Support With Lily Ryzebol of IBM

B2B Customer Service Blog - TeamSupport

Starting this month, we're excited to launch our new webinar series in conjunction with the Association of Support Professionals (ASP). These won't be your standard, boring webinars!

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Unpacking the Supply Chain: The Trade Wars (Part 2)

North Highland

This is the second blog in a series where we are exploring the biggest roadblocks executives are facing in today’s dynamic supply chain. After global import tariffs trended downward for half a century, the 2016 presidential election saw increased commentary against free trade agreements.

4 Customer Service Love Stories That Do A Lot More Than Inspire


By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. The airline passenger dragged from an overbooked flight. The holiday package destroyed by an inept delivery man.

VMware and DataStax Unlock Big Data’s Potential


VMware and DataStax are proud to announce a joint collaboration to power big data environments on VMware ’ s vSAN. We took this effort on for our cloud-native customers that wanted the operational simplicity that comes with centrally managed storage, as well as the cost savings of hyper-converged environments. DataStax Enterprise is underpinned by Apache Cassandra and utilizes a masterless architecture where data is replicated between nodes to achieve availability requirements.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Sharpening Focus on the Future of Payors

North Highland

Disruptive mergers, partnerships, joint ventures, and operating models built for rapid growth have become business as usual across the payor landscape. In an age when traditional healthcare consistently lands at the bottom of the American Satisfaction Index , a growing number of “InsurTech” disruptors are emerging to provide the more seamless, connected experiences that meet expectations shaped by interactions with retail, financial services, and other leading consumer industries.

Data commercialization isn’t easy – and many initiatives will fail.

Forrester's Customer Insights

The hype around big data got several things right: data volumes are big and growing quickly. Digital transformation – as well as the growing adoption of IoT and the ubiquity of the device (aka “mobile phone”) that we all carry with us – has accelerated the growth of data.

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Effective Organizational Design: Following the Process vs. Expediting the Execution

North Highland

We often hear clients say, “we need you to help us redesign our organization/function.” While this sounds simple, organizational redesign requires rigor to achieve the desired results. Organizational design aligns structure, processes, rewards, metrics, and most importantly people with the strategy of the business, unit or function.

AI isn’t Artificial in the Contact Center—Here’s Why it Works


I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “ How AI Drives Results in the Contact Center ” and the question posed was: “What does AI mean for those working in the contact center?

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Brexit: Quantifying the Human Risk

North Highland

In Part 1 of this series, we outlined the people problem Brexit will have on businesses in the UK. Now it’s time to quantify the problem and outline how proactive and compassionate management can reduce expensive employee turnover and make existing workforces more productive. The fact that Theresa May recognises the UK must continue to attract the best and brightest to work and study in Britain is a positive sign for the future talent of the workforce.

Predictions 2019: Expect A Pragmatic Vision Of AI

Forrester's Customer Insights

Last year, Forrester predicted that firms would struggle with new technologies, particularly artificial intelligence. This prediction came true: Firms continued with AI experiments that lacked meaningful results. Adoption has now slowed (51% adoption in 2017; 53% adoption in 2018).

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Our Collective Role in Combating the Opioid Abuse Crisis: Bridging the Gap

North Highland

Nationwide, states and communities continue to wrestle with the devastating effects caused by the opioid abuse crisis. Both the public and private sector are battling this growing and evolving epidemic on many fronts, often using reactionary, siloed solutions to combat the problem. Here, we call for new, holistic approaches to helping address the opioid crisis and offer insight into innovative solutions which are transforming the battle against opioid abuse.

Midsize Digital Agencies = Experience Success

Forrester's Customer Insights

Our “midsize digital experience agency” Wave came out today. While nobody likes the word “midsize,” we all should pause and consider why bigger doesn’t always mean better.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Amazing Experiences Ahead: What To Expect From Opentalk18


It’s the eve of Opentalk18 and the flurry of activity that’s happening in our San Francisco Talkdesk office is creating an electricity that you can feel in the air. Our leadership team is making the final preparations for the keynote address that’s happening tomorrow, many of our amazing customers are already onsite and in the midst of training, and our event team is completing the transformation of Pier 48. Our third Opentalk is shaping up to be our best one yet.

Amazing Business Radio – Christa Heibel


Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down.

Predictions 2019: The Internet Of Things

Forrester's Customer Insights

Business stakeholders and CIOs in both B2B and B2C environments are planning and deploying IoT solutions to power digital transformation initiatives to revolutionize customer relationships, enhance operations, and differentiate products. IoT deployment momentum brings challenges. Firms must identify strategies and methods to secure, manage, and support the rapidly growing number of smart, connected IoT devices […]. internet of things (IoT) IoT security subscription billing predictions 201

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How To Digitally Advertise Your Agency’s Review Management Services


Do you know how to get attention? It's something your agency desperately needs. Your prospective clients are drowning in a sea of options. They're surrounded by thousands of service providers, all of them clamoring for their money. Put yourself in their shoes.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.