Truthlab
NOVEMBER 6, 2018
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. In one sentence, digital engagement is how you interact with all your customers across all channels, not just your website or app. Often, this means talking to your customers […] The post What is Digital Engagement?
Bold360
NOVEMBER 6, 2018
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.
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Forrester's Customer Insights
NOVEMBER 6, 2018
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. ”). As days get shorter, Bonfire Night is also a friendly reminder that it’s that wonderful time of the year (again) when we […].
Customer Bliss
NOVEMBER 6, 2018
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 following is a lightly edited transcript of the video below. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly,
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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.
NICE inContact
NOVEMBER 6, 2018
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. Your need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
NOVEMBER 6, 2018
Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker! Ashton’s career has spanned over many years with well-known projects on screen and film, but his passion in technology, entrepreneurship and investing that has brought him notable recognition. He’s been named of TIME magazine’s “100 Most Influential People in the World,” as well as being honored by Vanity Fair ‘s New Establishment List, which identifies the top 50 of an innovative new
ShepHyken
NOVEMBER 6, 2018
Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy. Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level.
Oracle
NOVEMBER 6, 2018
SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. We met with Callie Reynolds, Vice President of Account Management for the Moat team within Oracle Data Cloud who explains what Moat is while telling her story of her path to a career in technology.
datastax
NOVEMBER 6, 2018
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.
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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.
North Highland
NOVEMBER 6, 2018
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.
Merkle
NOVEMBER 6, 2018
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.
North Highland
NOVEMBER 6, 2018
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. Completing a full organizational design requires a series of progressive steps to achieve the desired outcome: 1) Operating model; 2) Organizational architecture and
Gainsight
NOVEMBER 6, 2018
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. And I think that’s true for three main reasons: As someone who loves (and values) meeting clients, I attend several Gainsight-to-client EBRs each week. As the CEO of a company that buys software, I occasionally attend vendor EBRs presented to us.
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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,
Avaya
NOVEMBER 6, 2018
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? And how can AI be practically leveraged in the contact center to achieve these customer and business outcomes.
SaleMove
NOVEMBER 6, 2018
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. The four hours in phone calls required just to cancel your cable subscription. But, believe it or not, consumers are quite good at recognizing good service, too.
North Highland
NOVEMBER 6, 2018
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. If international trade wasn’t on your radar a few years ago, it is now.
transcosmos Information Systems
NOVEMBER 6, 2018
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. And while Amazon’s stock did quickly roll back to below a trillion in total, it has become evident that businesses can reach this feat, and that the race to the trillion continues.
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.
Forrester's Customer Insights
NOVEMBER 6, 2018
Automation will be central to the next phase of digital transformation, driving new levels of customer value such as faster delivery of products, higher quality and dependability, deeper personalization, and greater convenience. Last year, Forrester predicted that automation would reach a tipping point — altering the workforce, augmenting employees, and driving new levels of customer value.
SaleMove
NOVEMBER 6, 2018
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. The four hours in phone calls required just to cancel your cable subscription. But, believe it or not, consumers are quite good at recognizing good service, too.
Forrester's Customer Insights
NOVEMBER 6, 2018
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 […].
SaleMove
NOVEMBER 6, 2018
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. The four hours in phone calls required just to cancel your cable subscription. But, believe it or not, consumers are quite good at recognizing good service, too.
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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
NOVEMBER 6, 2018
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. Having successfully put that data to […].
Kustomer
NOVEMBER 6, 2018
On the latest Conversations with Kustomer Podcast , we discuss creating an emotionally impactful omnichannel customer journey in an increasingly fragmented service and support landscape. We sat down with Jeannie Walters to learn the ins and outs of building a memorable customer journey. Jeannie is the CEO and Chief Customer Experience Investigator of 360Connext. 360Connext specializes in qualitative, human evaluations of the real customer experience through a process called Customer Experience I
Forrester's Customer Insights
NOVEMBER 6, 2018
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). And budgets remain low in contrast to the ROI and transformation expectations for AI (under $2M […].
Talkdesk
NOVEMBER 6, 2018
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.
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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?
TeamSupport
NOVEMBER 6, 2018
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! Instead, ASP is pairing TeamSupport's CEO, Robert Johnson, up with some of the most innovative and forward-thinking minds in the customer support industry. These webinars will delve into ground-breaking topics you want to know more about and will uncover great insights to help you improve your support operations.
Forrester's Customer Insights
NOVEMBER 6, 2018
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.
Grade.us
NOVEMBER 6, 2018
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. How easy is it to identify the agency that's right for you? It's not so easy, is it? This is the problem your clients have.
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