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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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.

More Trending

Interactions 2019 Welcomes Ashton Kutcher as Keynote Speaker!


Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker!

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.

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.

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.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

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 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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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.

6 Lessons on Customer Service from the Four Comma Club

transcosmos Information Systems

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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

The 5 Most Anticipated Video Games Ahead of Christmas 2018

Brand Watch

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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.

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.

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 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

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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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.

Amazing Business Radio – Christa Heibel


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

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.

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.

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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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.

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.

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.

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.

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.