InMoment XI
MAY 16, 2017
In a recent article in the Harvard Business Review, Gabor George Burt cited an experience at the Disney Theme Parks. After years of enduring long queues for attractions, in 1999 they came up with the idea of the fast pass, which improved the overall experience and cut down significantly on wait times. In the article, View Article.
Experience Matters
MAY 16, 2017
I’m very excited to announce the launch of the Customer Experience (CX) Institute… The CX Institute helps organizations become customer-centric. It provides leaders across your organization (from first-line supervisors to senior executives) with the knowledge, skills, & mindset required for an organization to become more customer centric.
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InMoment XI
MAY 16, 2017
In a recent article in the Harvard Business Review, Gabor George Burt cited an experience at the Disney Theme Parks. After years of enduring long queues for attractions, in 1999 they came up with the idea of the fast pass, which improved the overall experience and cut down significantly on wait times.
BlueOcean
MAY 16, 2017
True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. It’s a valid question. There are plenty of areas of your business that you outsource without a second thought. The place you order office equipment from or the cleaning crew that comes every day are important to the life of your company, but they’re not really a “partner” in the full sense of the word.
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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
MAY 16, 2017
Episode Overview. Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. (FIS is a large-scale provider of financial services.) She’s been in that role for about a half-decade; back then, she had to justify the need for the role to other FIS leaders. A lot of this podcast episode is about determining the need for a CCO, setting the groundwork for one to come on, proving the work is there and business-forward, and more.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
MAY 16, 2017
The word transformation is all the rage in business today. I suspect that’s a byproduct of another trendy word disruption. Given the speed of change ignited by start-up businesses and technology companies, many established and larger companies find their lack of nimbleness to be a liability. The challenges of accelerating new behaviors across a sprawling enterprise (often across multiple locations, if not countries) conjures up images of a Herculean undertaking and they frequently are framed as
Uniphore
MAY 16, 2017
Customers hate having to repeat steps already taken, simply because the agent they are speaking to doesn’t know anything about their problem. This can be solved by providing context. Read More.
Andrew Mcfarland
MAY 16, 2017
The good news is that customer experience transformations need not fail. Sadly, most will. Despite good intentions, reassuring words to shareholders, corporate commitment, steering committees, tiger teams, etc. most efforts are doomed because of ignorance. They fail because people don’t.
ShepHyken
MAY 16, 2017
Kevin Berk on How to get Customers to Want to Leave Reviews. How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance. Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues.
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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.
Avaya
MAY 16, 2017
Stats show that 80% of companies identify “digital transformation” as their top strategic priority—but only 5% feel they’ve mastered it. Why the gap? Achieving a digital experience to a point of competitive differentiation requires organizational alignment. Digital transformation represents a crucial paradigm shift across the entire organization, yet research suggests only a fraction of companies currently implement an enterprise-wide digital strategy.
LiveChat
MAY 16, 2017
The word automation has soaked up a soiled reputation lately. While it brings the promise of efficiency and time-savings, there are deeper fears associated with the word that we can’t seem to shake. Anxiety builds around the idea that robots will take over our jobs and there’s a resonating sentiment that we’ll lose our humanity by relying heavily on automation!
CXApp
MAY 16, 2017
One thing will always be true about mobile, it’s a personal platform. On desktop or shared company-issued devices, the experience is largely the same. But, because the inherent backbone of mobile is – it's your device – the experience becomes tailored to specific user interests by the user themselves and often the data powering those interactions.
Currency Alliance
MAY 16, 2017
Apple is often cited as having the most loyal customers worldwide. But what drives their customer retention? 14 years of impressive innovation across a range of devices has people waiting in line to buy whatever they release. From the iPod to the iPad. They love the design. They value the reliability and common operating system across devices. And their loyalty points?
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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,
Verint
MAY 16, 2017
Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.
Strativity
MAY 16, 2017
Join our JMA Workshop on June 17th. The post JMA Dallas Workshop September 12th – 13th, 2017 appeared first on Strativity.
Grade.us
MAY 16, 2017
Why won’t they do it? Why won’t most customers write a review for your agency? How do you get reviews for your clients? It seems like getting customers to respond is an uphill battle. You’ve under-promised and over delivered. Your customers are satisfied and very happy with the results you’ve provided. So, why won’t they share the good news?
Verint
MAY 16, 2017
Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. Rightfully so—those elements of doing business are critical. However, it’s also important not to lose sight of one of the fundamental building blocks of customer service success: the engagement and productivity of your agents.
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.
ReviewTrackers
MAY 16, 2017
Online reviews provide information about the customer experience at your restaurant. Customers are 43 percent more likely to leave a review after a positive experience at a restaurant and 46.7 percent more likely after a negative experience, according to research by ReviewTrackers. Hwy 55 Burgers, Shakes and Fries, a 1950s-style diner with more than 100 locations, uses the feedback in their online reviews to improve operations.
Esteban Kolsky
MAY 16, 2017
title: The AI Cargo Cult – the Myth of a SuperHuman AI. link: [link]. source: surfin’ Problems need far more than just intelligence to be solved. Intelligence is not a single dimension, so “smarter than humans” is a meaningless concept. My Perspective: If you ever hear me talk about AI and SciFi you know that I am not a fan of the concept of singularity or computers taking over humans (as in the Terminator series).
Provide Support
MAY 16, 2017
One customer can change the fate or course of your business forever. Just take a look at the United Airlines incident. We’ve all heard and saw it. It was very disturbing and we just can’t help but get angry and despise United Airlines. I won’t share the facts and other information anymore since I assume that you’ve already read a lot of articles and watched a number of YouTube videos about it.
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