Kitewheel

JULY 30, 2019

40

40

IntouchInsight

JULY 30, 2019

Learn how to maximize the employee's role in the customer experience.

Customer Experience 125

Customer Experience Customers How To 125

Experience Investigators by 360Connext

JULY 30, 2019

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even people who are obstacles to seeing results. What is the Customer Experience Gap? The customer experience gap is the difference between the experience an organization’s leaders believe it is delivering and the experience customers feel they’re gettin

Customer Experience 137

Customer Experience Net Promoter Score Effort Score Metrics 137

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More. If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time.

Feedback 138

Feedback Contact Center Tips Survey 138

Advertisement

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.

Customers

Comm100

JULY 30, 2019

Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market , smartphones didn’t exist, and we were all rooting for Joel Goodson to be accepted into Princeton despite his questionable choices. Now with the emergence of Artificial intelligence (AI) in every facet of both our personal and professional lives, the phrase “risky business” has once again surfaced, albeit in a different context (although personally, “Old Time Rock and Roll” will play in my head wheneve

Knowledge Base 100

Knowledge Base Chatbots ROI Resources 100

ReviewTrackers

JULY 30, 2019

The Rise of Restaurant Review Websites. Managing restaurant reviews? So you should. In today’s age, diners can quickly become online critics. They’re posting online ratings and reviews of restaurants on multiple websites and making personal recommendations not only to their friends and family, but also to the whole world. To stay competitive, you must not only be able to cook a great meal.

Hotels 63

Hotels Travel Hospitality Connections 63

Maru Group

JULY 30, 2019

Netflix. Hulu. Amazon Prime Video. YouTube TV. And coming soon, Disney+ and HBO Max. If you’re looking for an ad-free streaming tv service , or to join the growing ranks of cable cord-cutters, the options are plentiful, and for many, overwhelming. For years, the landscape of streaming services was the California gold rush of the 21 st century with consumers just as eager to get a piece of the action as producers.

Entertainment 50

Entertainment Consumers Video Survey 50

Quadient

JULY 30, 2019

Unless your business is targeting one particular age group, aiming your communication initiatives at one specific generation at the exclusion of the others is not ideal. So how can you effectively communicate with multiple generations when each age group has a different comfort level with technology?

Groups 49

Groups Communication Technology 49

Merkle

JULY 30, 2019

I joined Merkle Aquila in September 2018, straight after acquiring a Masters in Business Analytics from the University of Edinburgh. This was at a time when the Facebook–Cambridge Analytica data scandal had rocked the world, and data privacy was all that people could think about. This particular incident was a watershed event that brought to light the need for the General Data Protection Regulation (GDPR), and unleashed a public discussion on how organisations all around the world use our data.

Data 45

Data Competitive Advantage Analytics Consulting 45

Advertisement

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.

Communication

Talkdesk

JULY 30, 2019

Traditionally, contact centers are considered cost centers—a necessary evil that companies fund because they have to, not because they want to. Of course, there is no way to avoid delivering customer service and support, but for decades the goal has been to keep the costs of doing so as low as possible, all while trying (often ineffectively) to maintain a good experience for all.

Contact Center 43

Contact Center Self Service Average Handle Time First Call Resolution 43

Forrester's Customer Insights

JULY 30, 2019

World-class innovation delivery requires weaving together three foundational realities: “Software is eating the world.” Marc Andreessen famously said this in a 2011 essay in The Wall Street Journal. It was true then, and it’s all the more true today. Whether your firm is disrupting markets or playing catch-up, every major business activity and strategy requires […].

Innovation 50

Innovation Software Strategy Marketing 50

Gravy Analytics

JULY 30, 2019

We in the data marketing business love to test — at least, we should. And what we should test for is new data categories. Expanding the marketing universe — and stretching the marketing budget — depends on higher efficiency in our lists, offers, and creative. We should be eager to test new proofs of concepts and new categories of data sources as they enter the market … if only to know whether or not they produce incrementally or otherwise. ?.

Data 40

Data Analytics Course Marketing 40

SMG CX

JULY 30, 2019

Customers expect a seamless experience when engaging with your brand across multiple channels. Your contact center is a vital tool that can help you integrate your customer touchpoints—which is key when it comes to delivering on customer expectations and driving loyalty.

Contact Center 40

Contact Center Loyalty Feedback Touchpoint 40

Advertisement

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,

Tips

Gravy Analytics

JULY 30, 2019

We all have something we enjoy that is atypical for our age or gender or income bracket. I drive a Mustang and love action-adventure films, for example; but the general expectation for a woman my age is to own a minivan and watch rom-coms. Today, more than ever before, consumers are doing the unexpected. They’re not acting their age. They’re going out of stereotypical gender boundaries.

Marketing 40

Marketing B2C B2B Analytics 40

Oracle

JULY 30, 2019

This is an excerpt from the ebook, “ Your Guide to Choosing a Field Service Management Solution: 8 Things to Ask Your Vendor “ Choosing the right field service management solution is an important decision that can save your business time and money and affect your customers’ satisfaction. One of the critical factors in the decision-making process is evaluating a field service management solution for the right features to enable success for your organization.

Software 40

Software eBook ROI Resources 40

Bold360

JULY 30, 2019

Subscribe via iTunes , Spotify and more. It’s usually completely obvious when you’re speaking to an AI, right? Actually, that’s exactly the way it ought to be. I got to talk to Arjun Pillai , Founder and CEO of Insent.ai, about transforming engagement with prospects and customers through conversational AI. Within standard AI, Arjun is building a B2B conversational marketing platform that will enable marketing and sales to engage one-to-one with their prospects and give them a very personalized r

CRM 40

CRM B2B Data Sales 40

Forrester's Customer Insights

JULY 30, 2019

If you missed my intro blog, “A New Rhythm in HCM“, here’s the summary: I’m new to Forrester after more than 25 years working for software vendors, including, most recently SAP, where I was a part of SAP SuccessFactors product leadership team. I’m very excited to be leading the re-ignition of Forrester’s Human Capital Management/ […].

Leadership 45

Leadership Software Management System 45

Advertisement

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?

Customer Experience

Strikedeck

JULY 30, 2019

Andy shares his insights on the top 3 myths about Customer Loyalty.

Loyalty 58

Loyalty Customers Customer Success 58

Forrester's Customer Insights

JULY 30, 2019

Traditional retailers have been impacted more than most when it comes to digital disruption. Even retailers and brands that have embraced the urgency to transform often struggle to prioritize investments and create the right culture. Fortunately, we can learn from organizations that are embracing a pragmatic approach to transformation. They often start with focused innovation […].

Retail 45

Retail Culture Innovation Brands 45

CXApp

JULY 30, 2019

As modern tech transforms the average workplace, employee engagement becomes the primary driver of success.

Engagement 40

Engagement Employee Engagement Leadership 40

Forrester's Customer Insights

JULY 30, 2019

The Canadian tech market will grow in 2019 and 2020, but growth will slow from 6% in 2018 to 3.7% in 2019, according to Forrester’s report, “The Canadian Tech Market Outlook For 2019 To 2020.” The healthy growth of the Canadian tech market has largely been caused by an expansion in cloud services and government […].

Marketing 45

Marketing Government Report Customers 45

Advertisement

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.

Training

NetBase

JULY 30, 2019

Social listening can help businesses grow exponentially online, but it’s important to stay organized. Scattershot or inconsistent efforts offer disappointing results. These 11 social listening strategies will help you focus where it counts, and generate the most bang for your online buck. Strategy #1: Make Social Listening a Daily Practice. Beginning each day with social listening will provide a better wakeup than that cup of coffee, as you’ll never know what to expect and it will rarely be bori

Strategy 62

Strategy Effort Score Metrics Course 62

Forrester's Customer Insights

JULY 30, 2019

Why do hotel web sites fail to support business travellers' customer journeys, in both the digital and physical sense? B2B eCommerce sites should help business shoppers balance price with value, which is a nuanced combination of many factors, not a series of binary choices.

Hotels 42

Hotels Ecommerce B2B Travel 42

Customer Bliss

JULY 30, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. There are a few industries that have a hard time acknowledging women, even when they ask the question. If a man and woman are present in retail, the woman may ask the question, but the man gets answered.

Retail 128

Retail Video Customers Industry 128

Forrester's Customer Insights

JULY 30, 2019

Forrester is excited to announce the publication of the ‘The Forrester Wave™: ECM Content Platforms, Q3 2019‘ report. Watch the video below to learn how this refresh of two classic waves merged into one and what to expect from the evaluation: Forrester included 14 vendors in this assessment: Alfresco Software, Box, GRM Information Management, Hyland, […].

Video 38

Video Software Report Management 38

Advertisement

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

Totango

JULY 30, 2019

Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your luggage, passing through security, and boarding the plane? Now, how do you feel about arriving at your destination? How is your mood as you settle back into your childhood home, reunite with friends and family, and enjoy a home-cooked meal?

Customer Success 77

Customer Success Customer Experience Lifetime Customer Effort Score 77

Centercode

JULY 30, 2019

As teams introduce Agile and DevOps development practices that emphasize continuous release into their organizations, they’ve taken massive strides to improve the speed and velocity of software development. Like the software they produce, all practices need to keep pace with changes within the industry. And those legacy software testing processes that are unable or unwilling to do so are at risk of being replaced.

Software 40

Software Feedback Survey Industry 40

Answer Dash

JULY 30, 2019

Customer service experts agree: customers have changed. They are more likely to share their feelings on different channels such as social media or blog articles, have higher expectations and are keener than ever on the customers’ lifecycle. As mentioned in a study by Hubspot , 89% of customer service professionals agree that customers are more likely than ever to share the good or bad experience they had with businesses.

Infographics 70

Infographics Sales Customer Service Self Service 70