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 Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

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!

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.

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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.

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

The 5 Most Anticipated Video Games Ahead of Christmas 2018

Brand Watch

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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.

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.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

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.

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?

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.

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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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.

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.

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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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.