Survicate

AUGUST 8, 2019

The post Customer Experience Trends You Must Be Aware Of appeared first on Survicate.

Trends 82

Trends Customer Experience Customers 82

Forrester's Customer Insights

AUGUST 8, 2019

How do you measure customer effort? Most customer experience (CX) pros use surveys. While the question text and scale they use can differ, the resulting score measures the level of effort. But we need to move beyond only measuring the level of effort. My new report explains why and gives suggestions for improving customer effort […].

Measurement 51

Measurement Effort Score How To Survey 51

Customer Enthusiast

AUGUST 8, 2019

Earlier this summer, I was relaxing by the pool at a well-known resort in Las Vegas. Because it was 100° in the shade, from the moment I settled into my lounge chair I was on the lookout for a beverage server. Within a few minutes, the server appeared carrying a tray with several drinks. I […]. The post Balancing productivity and customer service quality appeared first on Steven Curtin.

Customer Service 65

Customer Service Customers Employee Engagement Customer Experience Management 65

QuestionPro Audience

AUGUST 8, 2019

Not many would describe taking traditional surveys as a compelling experience. Reaching the modern internet user is becoming more of a challenge. There are multiple articles of people earning up to $1,000 per month through paid online surveys and it only takes a few minutes to sign up and get started. The problem is, there are plenty of paid online survey companies out there that aren’t legitimate.

Survey 231

Survey Company 231

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.

Data

NICE inContact

AUGUST 8, 2019

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of new

Connections 137

Connections Contact Center Government System 137

NICE inContact

AUGUST 8, 2019

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative breakout sessions Interactions is famous for.

Interaction 136

Interaction Hotels Conference 136

QuestionPro Audience

AUGUST 8, 2019

Is conducting DIY market research easy? How do I begin researching my market? Where will I get my target respondents? What questions should I ask them? And most importantly, will I be able to conduct successful research on my own? If you think only a professional research agency will help you solve these problems, you’ll be pleasantly surprised to know that the internet has helped change this business model. .

Marketing 170

Marketing 170

NICE inContact

AUGUST 8, 2019

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of new

Connections 136

Connections Contact Center Government System 136

QuestionPro Audience

AUGUST 8, 2019

Hands down, soccer is the most popular sport on this planet today. It is estimated that more than half of the world’s population (4 billion out of 7.7 billion) consider themselves to be soccer fans. But soccer in the USA is still far behind being the most popular sport. Americans are more into baseball, basketball, and NASCAR.

Sports 170

Sports 170

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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.

Customers

NICE inContact

AUGUST 8, 2019

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative breakout sessions Interactions is famous for.

Interaction 136

Interaction Hotels Conference 136

Customer Bliss

AUGUST 8, 2019

I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Heart of the Customer

AUGUST 8, 2019

I’m returning from a two-day Action Workshop, wrapping up a four-month journey mapping project. In the first day we shared the literal voice of the customer, collected through 46 video interviews with customers. These video interviews shared the power of when the customer experience goes right, as well as the ramifications of when it goes […].

Video 87

Video Customer Journeys Customer Experience Customers 87

Centercode

AUGUST 8, 2019

Technology is developed to serve people, but those people – customers – haven’t always had their own seat at the product development table. That’s what makes the work of people like Dona Sarkar so compelling. As the leader of the Windows Insider Program – Microsoft’s 17 million user beta program – Dona’s focus on co-creation is empowering Microsoft’s customers to build the new generation of technology.

eBook 72

eBook Feedback Communication Technology 72

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Communication

Bizagi

AUGUST 8, 2019

Bizagi 11.2.3 has arrived bringing new best-in-class cloud services for process application developers. Today’s digital economy brings many challenges to companies around the globe. But with those challenges come huge opportunities to create unique value propositions and discover competitive advantage. Agile process application development has been demonstrated to give the edge to companies competing in transforming industries.

Competitive Advantage 71

Competitive Advantage System Feedback Management 71

Oracle

AUGUST 8, 2019

This is an excerpt from the ebook, “Increase Speed, Accuracy, and Revenue: Upgrade Your Sales Process to Include CPQ” Companies that have experienced significant changes such as extended growth, new business acquisition, portfolio changes, organizational shifts, or additional new sales channels often find themselves at a point in their evolution where moving ahead means stepping back for a bit of self-evaluation.

B2B 67

B2B Sales eBook B2C 67

Bizagi

AUGUST 8, 2019

Intelligent Process Automation is the new way to innovate. Numerous organizations find their legacy systems are blocking digital transformation as they leave no room to incorporate new technologies. To deliver the disruption that so many organizations need, they require a platform that acts as an intelligent information conveyor belt that works in conjunction with legacy systems and can be easily reconfigured.

Infographics 66

Infographics System Innovation Technology 66

NetBase

AUGUST 8, 2019

Fashion influencer fraud is a troubling trend in the industry. Brands need to know how to spot fake fashionistas or they’re putting their brand – and marketing dollars – at risk. Currently costing brands more than one billion each year, fashion influencer fraud is big business. Here’s what you need to know: Fake Fashionistas Put on a Fabulous Show. In the rush to capture sponsorships, many ‘could’ve been the real deal’ influence fakes have created impressive social accounts using black hat tacti

Fashion 60

Fashion How To Retail Brands 60

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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,

Tips

CustomerSuccessBox

AUGUST 8, 2019

If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. A number of subtleties have the potential to make a difference in your company’s bottom line. In particular, customer success matters a great deal. Let’s take a look at the purpose of customer success for SaaS businesses.

Customer Success 56

Customer Success Resources Touchpoint Sales 56

Talkdesk

AUGUST 8, 2019

Earlier this month we sat down with the charming Quaid Combstock, Growth Lead at Lineten. Founded in 2013, Lineten brings together the best delivery companies and POS integrations shaping the future of the e-commerce industry. They believe that e-commerce companies should deliver the best value to their customers, instead of investing too many resources outside the companies’ unique selling proposition.

Wait Times 46

Wait Times Contact Center Call Center Solutions Call Center 46

dscout People Nerds

AUGUST 8, 2019

Too many customer journey maps focus entirely on what your users are doing. Let’s take a moment to talk about why they’re doing it and how you can pave the way to make their path-to-decision smoother. .

Customer Journeys 45

Customer Journeys Customers 45

Forrester's Customer Insights

AUGUST 8, 2019

Salesforce continues its fast and furious acquisition spree by picking up ClickSoftware for $1.53B to beef up its field service capabilities. Field Service is a rapidly growing area in CRM. Growth is fueled by the demand for (1) differentiated customer experiences which extends to a field worker showing up at a customer or a work […].

CRM 52

CRM Customer Experience Customers Customer Service 52

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.

Retail

dscout People Nerds

AUGUST 8, 2019

Research Ops Manager at Atlassian Kate Towsey talks to us about clearing the way for great research with an organizational machete. .

Management 49

Management 49

LoyaltyPlus

AUGUST 8, 2019

What drives consumers to shop at specific stores? Stores and businesses have perfected the way of rewarding the consumers that form their target market. Rewards are not necessarily in the form of money, it can be anything from the shopping experience, social interactions, trust and shopping value or simply differential treatment. Businesses reward their customers by successfully influencing their shopping experience, whether it is online or in-store purchases.

e-support 40

e-support Loyalty Programs Loyalty Consumers 40

Blueshift

AUGUST 8, 2019

Customer Data Platforms are today’s water-cooler chat topic of choice. Many thought leaders have been quick to sing the platform’s praises, making professionals eager to implement the solution in their own organizations. This leaves decision makers with the difficult task of selecting the ideal vendor. Luckily, we’re here to help. Our own Chief Growth Officer, […].

Data 40

Data Customers 40

LoyaltyPlus

AUGUST 8, 2019

What drives consumers to shop at specific stores? Stores and businesses have perfected the way of rewarding the consumers that form their target market. Rewards are not necessarily in the form of money, it can be anything from the shopping experience, social interactions, trust and shopping value or simply differential treatment. Businesses reward their customers by successfully influencing their shopping experience, whether it is online or in-store purchases.

e-support 40

e-support Loyalty Programs Loyalty Consumers 40

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Training

Think Customers

AUGUST 8, 2019

Whether it be politics, athletics, or business, what happens in the backlines is just as important as the front. An organization’s back office services work, which includes non-customer facing transaction processing, is fundamental to any great customer experience. That’s why it’s essential to keep back-office operations running effectively. What happens behind the scenes will influence the success of customer-facing interactions.

Interaction 40

Interaction Customer Experience Customers 40

Forrester's Customer Insights

AUGUST 8, 2019

This week is BlackHat. The annual Hacker Summer Camp as many folks call it. And this year is the first year in 14 years I haven’t been there. This year I intentionally took an opportunity to punt on Hacker Summer Camp. Why? I had an invite to speak to a group of small business owners […].

Groups 48

Groups Strategy Customers 48

Perkville

AUGUST 8, 2019

We’ve added a new API endpoint to make it easy for developers to retrieve users’ point balances at a business. It’s documented here.

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