CX Advantage Walker
MAY 31, 2018
We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, Continue reading. The post Who Is Your CX Architect?
QuestionPro Audience
MAY 31, 2018
The consumer trends of the millennial generation have been a hot topic for many brands, and now the focus has moved to the up-and-comers, Generation Z. Members of Gen Z—those born during the mid-1990s to the early 2000s—are generally tech-savvy, open-minded, and socially responsible. What does this mean for certain brands? We look at three industries that will likely have trouble keeping members of Gen Z as consumers.
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IntouchInsight
MAY 31, 2018
Wondering where to begin when evaluating vendors in the customer experience space? Here’s what not to do and why when selecting a CX technology platform.
Customer Bliss
MAY 31, 2018
In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Antonio has a lot of experience blending marketing and sales. As a marketer, he was a fan of B2B marketing for technical products, and spent almost 10 years with Air Liquide , where he became familiar working in a large B2B company in the gas and tech industry.
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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.
IntouchInsight
MAY 31, 2018
Here are some of the latest advancements in construction technology and how it's keeping workers safe.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Advantage Walker
MAY 31, 2018
We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, Continue reading. The post Who Is Your CX Architect?
Amity
MAY 31, 2018
The onboarding journey doesn’t merely stop once you’ve introduced your customer to your product. The challenge now lies in transforming your customers into power-users and brand ambassadors. Below are 3 strategies to jump right out of onboarding, straight into adoption and nurture. Drive Adoption Through Feature Discovery. Sure, your system might be relatively easy to navigate.
UJET
MAY 31, 2018
Historically, Customer Support has been undervalued. It's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected.
Second to None
MAY 31, 2018
Information about your brand provided by customers can serve as a valuable resource for building a leading Customer Experience platform, and the way you utilize this data can have a major impact on the culture within your organization. Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers.
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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.
Bold360
MAY 31, 2018
AI in customer service is becoming the norm. What used to be futuristic is now commonplace. A chatbot or some form of AI-powered search bar to help customers get from Point A to Point B on a website is almost expected. But making these self-service tools successful isn’t easy. Much like human intelligence, artificial intelligence is not without limitations.
InnerTrends
MAY 31, 2018
I always strive for zero churn. Of course, I too have customers who are leaving, but the only times I accept churn without putting up a fight is when companies are closing down, people are leaving companies or budgets are being cut. I just can’t accept it when people are leaving because of my product, well, at least after they find value in it. In the following lines I’m going to share the questions I am expecting my data to answer when it comes down to understanding and optimizing retention.
Oracle
MAY 31, 2018
The impact of the Internet of Things and IoT devices now reaches into almost every area of our lives – and this includes the playing field. In fact, the U.S. Olympic Committee has been using IoT tech since the 2016 Summer Games. Mounir Zok, the USOC’s biomedical engineer, told Bloomberg that “Once an athlete starts using technology to peak when she wants to peak, limit injuries, and maximize performance, she can never go back to just intuitive training.” Fortunately, you
Avaya
MAY 31, 2018
A customer could once walk into a local shop and be personally greeted by the sales assistant who very often had a one-to-one, direct—and therefore highly individualized—relationship with the person. Each customer had a unique need, attitude, budget and purchasing pattern. The sales assistant understood precise individual needs and tailored his approach accordingly—and in doing so, commanded satisfaction and loyalty.
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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,
ClientSuccess
MAY 31, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help 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.
Currency Alliance
MAY 31, 2018
How many innovative ideas do you have to improve your area of the business? I’d say if it’s less than about eight, you are a manager and not an innovator. That’s not a slight on your job title; both types of professional are invaluable to every business. But innovation – and in particular, digital disruption – is now spelling the difference between the businesses that succeed, and those that fail.
ClientSuccess
MAY 31, 2018
This customer success best practices webinar was hosted by ClientSuccess on June 20, 2018 and shared three fresh perspectives on customer onboarding and adoption. Join three exceptional customer success leaders: Erica Newell from Marketware , McKayl Bergman from Lucid Software , and Sam Feil from ClientSuccess , as they present best practices to succeed with customer onboarding and adoption.
Currency Alliance
MAY 31, 2018
How many innovative ideas do you have to improve your area of the business? I’d say if it’s less than about eight, you are a manager and not an innovator. That’s not a slight on your job title; both types of professional are invaluable to every business. But innovation – and in particular, digital disruption – is now spelling the difference between the businesses that succeed, and those that fail.
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.
dscout People Nerds
MAY 31, 2018
Felicity Heathcote-Márcz tells us why understanding cyborgs is essential to understanding humans. .
Solvvy
MAY 31, 2018
The post Win with Effortless Experiences appeared first on Solvvy.
Michelli Experience
MAY 31, 2018
__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. Save Save. The post A Loyalty Program Doesn’t Loyalty Make {Infographic} appeared first on Joseph Michelli.
Playvox
MAY 31, 2018
Scorecards help establish objective metrics to grade customer service interactions.
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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.
Forrester's Customer Insights
MAY 31, 2018
Take another not-so-random walk with me, this time as my colleague Peter Wannemacher and I explore what makes USAA a standout performer in our Mobile Banking Benchmark assessment. As we did before when exploring The Home Depot’s success in our “The Forrester Retail Wave: US Mobile Web, Q4 2017” report, we invited executives from USAA […].
transcosmos Information Systems
MAY 31, 2018
Some shoppers would visit a physical store to check the availability of the item, how it looks like, how much it costs, and to see if the item is something that the shopper would want to purchase right away. Then, there are those who rely heavily on online stores to check its availability or make the purchase readily. E-commerce greatly flourished over the last few years not only due to the vast improvements made with the Internet (i.e., the birth of Internet-of-Things), but also because of thos
Forrester's Customer Insights
MAY 31, 2018
The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” Unfortunately, results from Forrester’s 2018 US Federal Customer Experience Index (CX Index™) show that federal CX remains weak and uneven. The 15 US federal agencies and programs that we rated in this […].
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