InMoment XI
MAY 18, 2017
Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back. While at the time.
Kayako
MAY 18, 2017
Think about your ideal experience as a customer. It was smooth and quick to get in touch with a knowledgeable and friendly support person, right? You felt heard, and understood! When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. And yet we more commonly experience high friction scenarios.
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InMoment XI
MAY 18, 2017
Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back. While at the time. View Article.
Customer Bliss
MAY 18, 2017
It can be common at some companies for execution to be the norm. (More on this in a second.) I’ve done 51 episodes of my podcast now, and usually the feedback I get from listeners is that they like the sections where the guests go over actionable, tactical items. In other words: execution. People want to know how to achieve something — the steps and processes — because often that’s most important to their rank/level (and theoretically most important to the company scali
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Kristina Evey
MAY 18, 2017
We make decisions every day, every hour, about how to run our business – how to make it better, how to make it more efficient, how to motivate our staff, how to increase revenue, how to cut costs, etc. The daily decisions are endless. But – there is ONE thing that is seldom considered in these decisions. And, unfortunately, it’s the most important thing.
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
MAY 18, 2017
We all know that businesses have to adapt with changes in order to thrive and survive. Wayne Gretzky has been known to say, “I skate where the puck is going to be, not where it has been.” Some of the most notable successful pivots would include Nokia, moving from a pulp-and-paper company more than 100 years ago into a technology and cell phone leader in the early 2000’s.
Vonage
MAY 18, 2017
The airline passenger was angry about missing her flight. It was her fault. She had been sitting at the bar a short distance from the gate and lost track of time. Those things happen in Las Vegas. Our emotions often rise up to protect our ego, so she looked for someone to blame. The first gate agent she talked to explained the airline’s boarding policies and maintained that he had made several boarding announcements.
Alida
MAY 18, 2017
Value-based care is more than a buzz term in health care today—it’s a mandate that has now become a baseline expectation for both patients and regulators. The Affordable Care Act requires health care providers to switch from operating in a service-based mindset to providing value-based care that focuses on the quality of care rather than the quantity of services offered.
Uniphore
MAY 18, 2017
Visualize great customer service. Digital transformation is the ultimate goal of most contact centers, and the ideal gateway to such transformation is a tool that can significantly improve customer service while also reducing costs – Visual IVR. Read More.
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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.
Forrester
MAY 18, 2017
If you've ever bought a car from an auto dealership, this story might ring true for you. After weeks of test driving, researching, and debating prices, I finally settled on the exact car to buy. I felt relieved to make this decision and couldn't wait to drive my new ride home. But there was just one thing left to do: meet with the dealership's "finance guy" to finalize everything.
Heart of the Customer
MAY 18, 2017
It’s not unusual for new customers to have lower scores than expected—but it can seem counterintuitive. After all, they just selected your company – why are they so low? You’ve gone through and removed barriers, but your customers aren’t showing the love. It might not be what you’ve done. The problem may be their reference point. […]. The post Are Your New Customer NPS Scores Low?
mopinion
MAY 18, 2017
A lot of companies out there heavily rely on the same feedback strategy: ‘tacking’ a feedback button on various webpages and waiting to see what comes in. Although this is a good start, what they don’t realise is that in order to receive truly valuable feedback and useful insights into the customer experience, a more […]. The post New Quick Guide: Asking the Right Questions in an Online Feedback Form appeared first on Mopinion.
ReviewTrackers
MAY 18, 2017
Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: The definition of patient experience is differs across the healthcare industry. Subscribe to receive these stories and more every week in your inbox. Email *. Phone This field is for validation purposes and should be left unchanged.
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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.
ClearAction
MAY 18, 2017
5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence?
Clarivate
MAY 18, 2017
Executive Overview. Are you new to CX (Customer Experience)? Trying to help your company understand what CX is and is not? Want to link CX to what matters to your CEO? Not sure where to start? Answering these questions as a new or experienced CX leader is not only a common starting point but a very useful way to reflect on how things are going with your CX efforts.
ReviewTrackers
MAY 18, 2017
Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: the definition of patient experience differs across the healthcare industry. Subscribe to receive these stories and more every week in your inbox. Email *. Email This field is for validation purposes and should be left unchanged.
Bold360
MAY 18, 2017
Did you know that in 2016, Telecoms was the industry in the U.K. to receive the second largest amount of complaints? The unhappy customers in the UK numbered 6.9 million, coming in second only to the retail industry. The times, they are a’changing. Reuters have recently voiced that “the industry’s predictable, decades-old business model based on selling data packages by the millions is running out of steam.
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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
MAY 18, 2017
Studies continue to show that veterans’ healthcare needs are increasingly complex. The total number of veterans relying on Department of Veteran’s Affairs (VA) health care has substantially increased—even as the veteran population has been declining since 1980. Many problems impacting veterans are similar to the general population’s challenges. Communication solutions are a key to solving many problems, according to “To Bind Up the Nation’s Wounds: Ongoing Efforts in Veterans Health Care Moderni
Clicktools
MAY 18, 2017
With the recent release of the Temkin Group report, The Four CX Core Competencies , I started thinking about how technology could be applied to strengthen and support these competencies. If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company.
ForeSee
MAY 18, 2017
Today’s banking customers have much different and diverse expectations than ever before, making it difficult to keep up. It’s also perhaps the biggest opportunity yet for retail banks to attract. The post Getting retail banking CX right according to industry leaders (webinar) appeared first on ForeSee.
CSM Magazine
MAY 18, 2017
Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West. Drawing on qualitative and quantitative research with over 200 professionals involved in delivering customer experience, the report highlights a worrying technology gap.
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.
Brad Cleveland Blog
MAY 18, 2017
The post 3 Ways the Contact Center Contributes to Customer Experience appeared first on Brad Cleveland.
NICE inContact
MAY 18, 2017
The value to deliver enhanced customer experience (CX) is well quantified 1. A strong correlation between customer experience and financial returns is driving organizations to build a long-term CX strategy that spans not just across individual teams and business groups but the entire organization. This involves a systematic redesign of the basic building blocks – people, process and technology.
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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.
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