Wed.Nov 07, 2018

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.

3 Revenue-Driving Benefits of Conversational AI


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. Artificial Intelligence

Is customer satisfaction really a KPI?


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.

Top 3 Ways to Turn Customer Feedback into Customer Advocacy


Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. It is also something companies struggle with day in and day out. In fact, we all want the magic bullet that drives the customer advocacy growth flywheel.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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.

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


“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?

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MaritzCX Named a 2018 Utah Top Workplace Winner


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.

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.

How Enalyzer helps a film festival triple their efficiency


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.

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


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.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

The Brandwatch Christmas Ad Rankings 2018

Brand Watch


Who Does What In A Quality Assurance Process?


Your customer service team may handle hundreds or thousands of calls every single day. Each one of these must be handled with the utmost professionalism and provide the caller with a satisfactory experience, even if they’re unable to get the exact result they have in mind. HR Management for CX

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


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.

Understanding EMEA Parents’ Pram Passion


Everything you think you know about babies is outdated these days, except when it comes to strollers, as parents in the EMEA are feeling positively passionate about old-fashioned prams!

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Next-Gen Unified Communications & Collaboration is All About Convergence


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.”

Channeling Consumer Passion: Social Listening on Tumblr


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.

Why Standing up for the Census Still Counts

Chadwick Martin Bailey

Over a year ago, I wrote about the critical state of the U.S. Census. To recap: to stay within budget, the US Census Bureau planned to add online and phone data collection to the traditional mail and face-to-face fielding. As any good researchers would, they planned to test this new mix of methodologies using a series a field tests and an end-to-end test.

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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

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.

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.

3 Key Takeaways from Cable Tec Expo 2018

Smarter CX

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.

Announcing 100% Uptime SLA and More Amazing Launches at Opentalk18


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.

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Predictions 2019: Digital Leaders Reboot To Hedge Against A Downturn

Forrester's Customer Insights

Forrester predicted in 2018 that digital would reach the hard stuff, the core of business: organization structure, operating models, and endless discussion of platforms. These themes are far from done; however, 2019 sees a distinct shift in emphasis — winter is coming.

eTail West 2019


The post eTail West 2019 appeared first on Optimove. events


Predictions 2019: Steady Evolution In Blockchain Will Continue, Unless Disillusionment Causes A “Winter”

Forrester's Customer Insights

“The visionaries will forge ahead; those hoping for immediate industry and process transformation will give up.” This was the opening sentence of my blog post accompanying Forrester’s DLT/blockchain predictions for 2018.



The post CES appeared first on Optimove. events


The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

DAM Or Web CMS? Find Out Which Digital Experience Technology You Need

Forrester's Customer Insights

We get a lot of questions from clients about the differences between digital asset management (DAM) and web content management systems (web CMSes). In this two-part series, Mark Grannan and I break down the technologies into four categories: users, assets, workflow, and delivery.

Confirmit CX Expert Series: Seth Hall - Philadelphia Insurance


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.

Predictions 2019: Media — What’s On Tap?

Forrester's Customer Insights

Media Acquisition Growth Explodes By any standard, 2018 will be remembered as a blockbuster year for media. On June 14, 2018, AT&T completed its acquisition of Time Warner for $85.4 billion, despite an appeal by the Department of Justice.

Market Research Experts - Graeme Lawrence, Join the Dots


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.

Video 52

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.