Wed.Nov 07, 2018

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Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. With the rise of challenger brands, this has become particularly important for the utilities industry over recent years.

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3 Revenue-Driving Benefits of Conversational AI

Interactions

NOVEMBER 7, 2018 When it comes to the customer experience, Read more » The post 3 Revenue-Driving Benefits of Conversational AI appeared first on Interactions Resource Center.

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Is customer satisfaction really a KPI?

Alliance by IFS

Customer Satisfaction is often quoted as being an important KPI for any business. While it is undoubtedly important, is it really a KPI? In this post from Steve Scott, Astea’s Managing Director – Asia Pacific , we consider how businesses can improve upon customer satisfaction. It probably should go without saying. Certainly it is a statement that should not need to be defended or justified.

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6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

Find out how to work with the most popular Customer Experience metrics and KPIs. Understand if you should collect NPS, CSAT or CES (or maybe all?). Find out the value of customer retention and the threat of churn.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Changes For the Consumer Packaged Goods Industry

QuestionPro Audience

The U.S. packaged foods industry is a $378 billion year industry, and it is facing changes in the upcoming year, particularly in the packaged foods sector. Consumers today are turning away from the mass-produced pantry staples of national packaged brands and turning to healthier, local and more “authentic” food. Large packaged foods companies like Kraft, Kellogg and ConAgra, have reported a decline in sales, as consumers are moving towards fresher options.

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“Are We Efficient?” Five Metrics for Tracking Efficiency KPIs

NICE inContact

“How efficient are we? And where can we more be more efficient?” If you are a call center manager, you likely ask these questions on a regular basis. But where do you find the answers? Below is a list of call center metrics you should look at to improve not only your efficiency, but also your quality and outcomes. Quality Scores. Quality scores indicate the level of performance your agents display in their interactions with a customer.

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MaritzCX Named a 2018 Utah Top Workplace Winner

InMoment XI

Lehi, Utah—Nov. 4, 2018—The Salt Lake Tribune named MaritzCX, Utah’s customer experience company for big business, a 2018 Top Workplace. Only 85 Utah companies earned Top Workplace recognition this year. “Because our business is customer experience measurement and improvement for the world’s largest companies, we know our staff has extremely high expectations for their personal work environment,”.

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How Your Content Marketing Effectiveness Measures Up

Joe Rawlinson

Getting quality content marketing on to your website is just half the battle. Once you’re convinced you’ve got your messages just right then it’s time to take a long, hard look at just how effective your content actually is and if it’s working exactly how it should. With just a little exploration into your metrics, you can give your content a clean bill of health or decide which content is making the rest of you site unfit for service.

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Advice From 18 of the Top CX Experts

The DiJulius Group

The DiJulius Group held our annual Customer Service Revolution October 24th and 25th in Cleveland, Ohio. It has grown into the #1 Customer Service conference with a community of 700 extremely passionate revolutionaries, from all over the world, looking to create brands customers cannot live without and make price irrelevant. This year was The DiJulius Group’s 10th conference with the highest ratings ever.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Be as Easy as Ordering a Pizza

ShepHyken

Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino’s. I just picked up the phone and in less than thirty minutes, it was delivered. Today I do the same thing. I pick up the phone and order a pizza – but I don’t have to… pick up the phone. Technology has taken us to a new level of pizza ordering.

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Hello Customer Raises Over 2 Million For Further European Expansion!

Hello Customer

Hello Customer, the online platform that helps companies collect and analyse customer feedback using artificial intelligence, wants to break through in Europe in the coming years. The young SME from Ghent has raised over 2 million euros from a number of well-known funds and private investors. The founders of Showpad, among others, are now participating in the scale-up.

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How Enalyzer helps a film festival triple their efficiency

Enalyzer

In 1986, MIX CPH screened six films. This year, that number has increased to 102 films. How would you like to manage that festival? The MIX CPH team handles everything related to film curation, event planning, and marketing. Their biggest challenge boils down to limited resources. That’s because, for 33 years, MIX CPH has been 100% volunteer-driven and non-profit, so the big question is: how do you keep delivering quality with a limited budget, time and volunteers?

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Next-Gen Unified Communications & Collaboration is All About Convergence

Avaya

I’m a big fan of “The Office,” both U.K. and U.S. In season 7 of the U.S. series, temp-turned-boss-turned-con Ryan (portrayed by the ever-talented B.J. Novak) announces a new social networking site he has launched called “WUPHF.” The platform delivers real-time notifications across every fathomable communication channel so that users are always in the know (think simultaneous ring on steroids).

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The Open CCaaS Advantage Report

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.

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Announcing 100% Uptime SLA and More Amazing Launches at Opentalk18

Talkdesk

The first day of Opentalk18 is certainly one for the record books. After an amazing morning in which Nicolle Paradise challenged attendees to make a greater investment in understanding their employees and breakout sessions focused on topics such as building momentum for customer experience programs and cultivating customer loyalty, we revealed some amazing announcements during the Talkdesk keynote.

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Channeling Consumer Passion: Social Listening on Tumblr

NetBase

There’s nothing better than finding consumers who are wild for your brand. These audiences aren’t always obvious, however. You’ve got to use your social listening skills to reveal their secret social hideaways – but it’s worth it. Open Yourself to New Channels of Communication. Many brands dive into social media engagement haphazardly. They assume the largest social networks make sense, and focus their energy on Twitter, Facebook, and Instagram without really knowing if they have audiences there

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Why User Adoption & Change Management Might Be Equally as Important as Achieving Objectives

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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Predictions 2019: Financial Services Firms Shift Their Focus To Operational Efficiency

Forrester's Customer Insights

In the decade since the global financial crisis, much of the financial services industry has made a strong recovery. While many governments are still nursing large debts, most banks, investment management firms, and insurance companies have long since returned to good health. Growing economies, rising interest rates, and increased trading activity have delivered strong earnings […].

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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ClientSuccess Expands Integration Reach with New Zapier Zaps—Customer Data in the Right Place

ClientSuccess

We at ClientSuccess are passionate about customer success. It runs in our veins and we know that customer growth is the key to building a world-class and profitability SaaS business. Our mission is help you and your customer success team build relationships that last with your clients through human and data driven insights that help you execute the right customer actions (human or automated) at the right times to drive measurable results.

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How Enalyzer helps a film festival triple their efficiency and engage their audience

Enalyzer

In 1986, MIX CPH screened six films. This year, that number has increased to 102 films. How would you like to manage that festival? The MIX CPH team handles everything related to film curation, event planning, and marketing. Their biggest challenge boils down to limited resources. That’s because, for 33 years, MIX CPH has been 100% volunteer-driven and non-profit, so the big question is: how do you keep delivering quality with a limited budget, time and volunteers?

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Do you have "boil the ocean syndrome"?

Innovative CX

Boil the ocean. Solve world hunger. I’m sure you’ve heard these terms in your organization at some point in time. Too often in speaking with my CX colleagues, I hear this phrase as well, feeling as if they must boil the ocean to implement their CX strategy. Yes, there can be a lot of moving parts with any CX strategy but that doesn’t mean you have to address every one of them at the same time!

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Confirmit CX Expert Series: Seth Hall - Philadelphia Insurance

Confirmit

Philadelphia Insurance Companies (PHLY) partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. PHLY has run its VoC activities with Confirmit since 2011. The program now spans six post-transaction surveys, a pop-up website survey, and an annual relationship survey.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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How Email Management Software Improves Customer Support

Help Scout

Although email connects us to the world, it’s also a source of daily angst. Email management only gets more complicated when your job is to help people every day. For customer support professionals, email management software is no longer optional — it’s essential for an efficient workflow. As simple and affordable as they are, email distribution lists and shared inboxes can lead to overlooked customers, dropped work and duplicated efforts.

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Market Research Experts - Graeme Lawrence, Join the Dots

Confirmit

In this video, Graeme Lawrence of Market Research experts, Join the Dots, talks to Confirmit about his view on the future of MR. He highlights the way in which the industry needs to move from its focus on asking questions to concentrating more on listening to people in their own words. This includes how MR agencies need to look at how they will meld ethnography, listening and observing in order to provide clear insight to clients.

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Give Your Customers the Gift of Live Engagement This Christmas

CSM Magazine

Priya Iyer, Chairman & CEO at Vee24 explains why Live Engagement could be the answer for online retailers looking to differentiate themselves in a very crowded marketplace. It’s November. Christmas is around the corner and shoppers are getting ready both on the high street and online. In 2017, Ecommerce was responsible for around $2.3 trillion in global sales and is expected to hit $4.5 trillion by 2021.

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Market Research Experts - Ellie Osborne, Join the Dots

Confirmit

In this video, Ellie Osborne of award-winning Market Research agency, Join the Dots, talks to Confirmit about the importance of innovation in the future of MR. She discusses the role of integration and how the ability to bring together a range of different methodologies enables business to garner new insights. She also highlights how bringing together different teams from within the business, such as CATI (Computer Assisted Telephone Interviewing), researchers and analysts helps the company to k

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Can you Make Every Customer Story a Happy One?

Rant And Rave

For brands working on their customer engagement strategy, the temptation to overload customers with information can be huge. It’s only natural: you’re excited about your offering, and you want to get that across to your customers, so they’re as enthusiastic as you are.

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Confirmit CX Expert Series: Seth Hall - Philadelphia Insurance

Confirmit

Philadelphia Insurance Companies (PHLY) partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. PHLY has run its VoC activities with Confirmit since 2011. The program now spans six post-transaction surveys, a pop-up website survey, and an annual relationship survey.

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3 Key Takeaways from Cable Tec Expo 2018

Oracle

This past week, we attended Cable Tec Expo 2018 in Atlanta – a conference that showcases breakthrough technology and trends in the cable and telecommunications industries. Featuring over 100 sessions and over 400 organizations highlighting the latest in tech including AI, machine learning, and IoT, and their impact on customer experiences, there was no shortage of opportunity for key learnings and takeaways.