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.

“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?

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

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.

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6 Most Popular Customer Experience Metrics and KPIs Explained Simply


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. RSS generated with FetchRss

The Brandwatch Christmas Ad Rankings 2018

Brand Watch


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.

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Be as Easy as Ordering a Pizza


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.

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

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.

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

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 SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

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.

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.”

3 ways to deliver real value from Voice of the Customer insight


Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Published on: November 07, 2018.

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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.

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.

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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.