Mon.Jul 15, 2019

What Is Social Listening & Why Is it Important?


Updated July 2019. Many brands are confused about how social data is captured and applied – and that can prove fatal, as it’s crucial to informing brand strategy. What is social listening exactly?

Coaching Sessions: What Comes After and Gauging Their Effect


The coaching process doesn’t end with the session itself. A good team leader (typically responsible for conducting coaching , though this may differ in your own business) should take an active role in cultivating an employee’s development. HR Management for CX CX Culture

Communication Is Key: 7 Effective Communication Trends To Follow In 2019


Like a good relationship, all good business is based on strong communication. Any successful business person will tell you that’s because the foundation of business is relationships – with your employees, partners and vendors, and most importantly with your customers.

2019 Visionary Award Winners Exemplify Success through Customer Centricity

Vision Critical

We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards. These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

The Power of Classroom Learning

Horizon CX

Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing.

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More Trending

Moderated Research in Product Development and Marketing


What is Moderated Research in Product Development and Marketing?

Are Our Word Choices preventing Us from Telling Our Story?

One Millimeter Mindset

Do our word choices for telling stories engage, delight and convert colleagues and clients? Or, do our word choices make listeners feel like they are not invited to become part of the stories we tell? Word choices make a difference for just about everything we do, as Professionals of Worth.

5 Top Customer Service Articles for the Week of July 15, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Why B2B Customer Experience Programs Fail by Sarah Frazier. CustomerGauge) The days of B2B companies trying to differentiate themselves through services and products alone are gone.

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Guest Post by InProd: Empowering Business Users to Easily Make IVR Changes


Business users want an efficient and trouble-free way to make changes to IVRs. InProd and New Zealand’s Ministry of Social Development (MSD) have developed a new feature as part of the InProd product, that gives business users what they want.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How to Build Your Brand’s Digital Ecosystem with Search and Social

Brandwatch CX

EM360 Podcast: Extending the (Cloud) Value Proposition Beyond the Contact Center


I recently had the pleasure of joining a podcast with Jon Arnold , Principal at J Arnold & Associates, on the topic of Extending the (Cloud) Value Proposition Beyond the Contact Center. . Here’s a recap of our discussion.

Simple Guidance for Designing Your Quality Monitoring Program (8 Steps)

Myra Golden

Are you designing or redesigning a Quality Monitoring Program for your organization right now?

The Five “Loyalty Truths” Underpinning Our Status as a Loyalty Leader


We’re excited to announce today that Lenati, the strategy and design division of ProKarma, has been named a leader by Forrester Research Inc. in The Forrester Wave : Loyalty Service Providers, Q3 2019 report.

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.

3 Ways to Use Location Data in Digital Advertising

Gravy Analytics Lead Intelligence Blog

Location data, or information on where consumers go in their day-to-day lives, is becoming a popular tool for enterprises. It’s used in a variety of ways, including for customer analysis, real estate selection, and digital advertising.

Email Marketing


Discover AI-Driven Email Marketing. Optimove’s Science-First Relationship Marketing Hub leverages AI to foster emotionally intelligent relationships that maximize the value of every customer.

Using AI to Reduce Agent Effort and Increase Service Personalization in Your Contact Center


Agent efficiency and service personalization go hand-in-hand. After all, an organization can’t successfully connect with customers if it doesn’t assist those responsible for making the connections. Research suggests the current state of the agent experience is…well, dim.

More is Not Always Better

North Highland

Like many firms, North Highland regularly hosts orientation sessions for new hires. Ours is action-packed, covering cool topics such as HBDI ‘whole-brain’ thinking, important topics like vision, values, and inclusion and diversity, and critical areas of differentiation stuff – how we serve our clients.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Security Budgets In Asia Pacific, 2019

Forrester's Customer Insights

It has taken me 15 months and a LOT of travel, listening and talking to feel confident enough to write this research for APAC. APAC is a unique region in its cultural, geographic, regulatory, security maturity and economic diversity.

5 ways to improve your customer service experience


Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace.

The Rising Tide Of Ransomware Requires A Commitment To Best Practices

Forrester's Customer Insights

Last week, the United States Conference of Mayors adopted a resolution against paying ransoms. What’s interesting about this is by creating what is essentially a vertical front of communities against ransomware. It may well disincentivize attackers from targeting US towns and cities.

Why Amazon is A Leader in Customer Experience


Amazon Prime day is upon us once more, and as the world’s biggest online retailer looks set to sell more products than ever before, it’s important to remember what got Amazon where they are – no, it’s not the products… it’s the service.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Dont Waste Your Creativity Spend As You Fight Digital Sameness

Forrester's Customer Insights

Is your CMO considering shifting investments in marketing technology toward the services of creative agencies as Forrester recommends? You should find out — because one of two possible scenarios will play out.

Does Your Privacy Strategy Build Trust?

North Highland

Not only is it over a year since GDPR came into force, but it is also twenty years since Seth Godin’s book Permission Marketing introduced the concept of marketing with consumer consent in a pre-GDPR world. Godin was well ahead of his time. As firms sought to differentiate through personalisation, the use and abuse of personal data was arguably out of hand in the years directly preceding GDPR. And, even with GDPR now in place, consumer mistrust continues today.

Why Top Brands Choose Optimove Over Sailthru


Why Top Brands Choose Optimove. Over Sailthru. Optimove’s Relationship Marketing Hub leverages AI to foster emotionally intelligent relationships that maximize the value of every customer. Get a personalized demo to discover how Optimove can help your brand today. Optimove is the only marketing software giving marketers: Predictive Customer Modeling. Realtime Hypertargeting. Multi-Channel Campaign Automation. Self-Optimizing Personalization.

The Forrester Wave™: Loyalty Service Providers, Q3 2019 Is Now Live

Forrester's Customer Insights

Consumers are connected, empowered, and experimental. And loyalty programs aren’t as effective at driving emotional loyalty as marketers would like: Less than half of consumers agree that programs make them feel more loyal to a brand. This reality makes loyalty harder than ever to earn.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!