Mon.Jul 15, 2019

What Is Social Listening & Why Is it Important?

NetBase

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

PlayVox

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

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

Ecrion

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.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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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Why Apprenticeship is Becoming the New College Degree

The DiJulius Group

This guest article is brought to you by Mark C. Perna, speaker at the 2019 Customer Service Revolution. Apprenticeships, once considered an “old-fashioned” training pathway limited to very specific trades, are gaining ground today as a highly effective and efficient route to a rewarding career.

Moderated Research in Product Development and Marketing

Truthlab

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.

3 Ways to Use Location Data in Digital Advertising

Gravy Analytics

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.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

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

Brandwatch CX

Intelligent Automation, Mobile, and Customer Support for Millennials and Generation Z

UJET

UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.

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

Avaya

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.

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

Cyara

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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?

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

Talkdesk

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.

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

Lenati

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.

Email Marketing

Optimove

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

A Guide to How Airbnb Reviews Work

ReviewTrackers

Airbnb has grown into one of the top online marketplaces, global travel communities, and service platforms for individuals looking to book unique homes and experiences.

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

Qualtrics

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

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

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.

Generation X Vs Millennials: What Do They Want from CX?

Smarter CX

The Generation X vs Millennials debate has been raging for years, as analysts and thought leaders dissect the differences in workplace habits, spending, life choices, and more. One area that’s recently been in the spotlight are generational differences in CX preferences. In many ways, the expectations of these two demographics converge, but there are critical differences to hone in on as you create targeted customer experience strategies.

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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.

Why Amazon is A Leader in Customer Experience

Qualtrics

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.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

The Canada Customer Experience Index, 2019: Canada’s Best Year Yet

Forrester's Customer Insights

Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose by 1.2 points, to 67.2.

Why Qualtrics – Madeleine Ackels – Recruiting Coordinator – Provo, UT

Qualtrics

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Madeleine’s “Why Qualtrics” story. Joy is the biggest motivator for me. My desire to be joyful drives my career, my relationships, and my whole life.

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

Nike Wins The (Marketer’s) Golden Boot Turns out Nike was not an official World Cup sponsor — could have fooled us! Nike dominated viewer attention just as the US women dominated the field.