InMoment XI
OCTOBER 10, 2017
What are some best practices for developing a digital customer experience across silos especially when different product owners have different roadmaps? In a perfect world, all organizations would operate like a well-oiled machine. All employees across the board would be in sync with projects and strategic initiatives that are taking place, there would not be.
AskNicely
OCTOBER 10, 2017
NPS in 5 minutes? Sounds great! What’s the catch? No catch! Also no free steak knives! Sorry. : One of the many great things about Net Promoter Score (NPS) is that it takes next to no time to get started. At the risk of ringing our own bell, getting your first survey out the door with AskNicely is almost offensively simple: Log in. Add contacts. Send surveys.
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InMoment XI
OCTOBER 10, 2017
What are some best practices for developing a digital customer experience across silos especially when different product owners have different roadmaps? In a perfect world, all organizations would operate like a well-oiled machine. All employees across the board would be in sync with projects and strategic initiatives that are taking place, there would not be.
Customer Bliss
OCTOBER 10, 2017
Episode Overview. In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Much of his methodology is rooted in seven work streams. We discuss those, and then how to turn the work streams (strategic level) into execution-level elements. .
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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.
Experience Matters
OCTOBER 10, 2017
In case you missed it, Richard Thaler won the Nobel Prize in Economics. He’s a well-known behavioral economist and author of the popular book Nudge. Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. You may have seen Thaler in this scene from The Big Short where he and Selena Gomez explain a financial instrument called a synthetic collateralized debt obligation (CDO).
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
OCTOBER 10, 2017
Daniel Burrus Shares how to Anticipate Your Customers’ Needs Rather than Reacting. How would you like to be able to anticipate your customers’ needs before the even ask? Shep Hyken interviews Daniel Burrus, author of The Anticipatory Organization: Turn Disruption and Change Into Opportunity and Advantage , in which he explains how to predict what customers need rather than simply waiting to be asked. .
ReviewTrackers
OCTOBER 10, 2017
It takes all members of a marketing team to be productive for success. When all the members of a marketing team become more productive, companies can attract more customers and teams will have more time to do the things that matter – creating engaging copy for campaigns, hosting events, or building relationships with customers. There are several ways to become more productive.
Confirmit
OCTOBER 10, 2017
In research, we tend to spend a lot of time talking about “collecting data from consumers." With this type of language, it can almost seem as if consumers are nothing more than data receptacles. Consumers are, in fact, our clients’ customers. They are people with needs and expectations. And by your interactions with these customers in the research process, you are influencing their view of your clients' business.
ReviewTrackers
OCTOBER 10, 2017
It takes all members of a marketing team to be productive for success. When the all members of a marketing team become more productive , companies can attract more customers and teams will have more time to do the things that matter – maybe that’s creating engaging copy for campaigns, hosting events, or building relationships with customers. There are several ways to become more productive.
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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.
Eptica
OCTOBER 10, 2017
Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. Author: Pauline Ashenden 3 questions to Régine Vanheems, co-founder of The Connected Commerce Observatory and Professor, University of Lyon 3 Sorbonne - ESCP Europe. A noted expert on customer experience, R égine Vanheems has worked extensively with Eptica, providing its customers with analysis into the latest trends around consumer expectations and behaviour, particularl
ClientSuccess
OCTOBER 10, 2017
Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning. While it can be tempting to just track overarching metrics that measure high-level numbers and sentiment levels, it’s actually critical to look at individual metr
COPC
OCTOBER 10, 2017
Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. This series is developed in partnership between COPC Inc. and Execs In The Know.
CXApp
OCTOBER 10, 2017
One major component of the modern customer experience involves personalization or customization. It’s somewhat of a gamified process that allows consumers to control the experiences or content they engage with. Sometimes, it’s expanded to allow them freedom and personalization options such as changing social media pictures, or writing a customer bio that’s connected to all user reviews.
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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,
Clarivate
OCTOBER 10, 2017
Placing Customers First. Our customers have found significant value in understanding what we mean when we help them place their customers first in their companies. Because even though it might sound obvious, or even trite, to “place your customers first”, for many companies, this represents a new horizon, and for some companies, it may become one of the largest changes they can undertake.
CXApp
OCTOBER 10, 2017
One major component of the modern customer experience involves personalization or customization. It’s somewhat of a gamified process that allows consumers to control the experiences or content they engage with. Sometimes, it’s expanded to allow them freedom and personalization options such as changing social media pictures, or writing a customer bio that’s connected to all user reviews.
Talkdesk
OCTOBER 10, 2017
Dreamforce 2017 is approaching quickly and we couldn’t be more excited about a chance to participate in this year’s activities. We’ll be a Titanium sponsor of this year’s event, which affords us a fantastic opportunity to showcase how our next-generation cloud-based contact center platform can take any company’s customer conversations to the next level.
Grade.us
OCTOBER 10, 2017
Give me what I want, or else. Customers expect you to give them what they want. They expect you to get them, to "do your research." It's a paradox though, isn't it? They expect you to know but they refuse to tell. When you do use your research, customers often respond with frustration and fear. "Behavioral targeting? That's so incredibly creepy! Ads?
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.
Verint
OCTOBER 10, 2017
If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The short answer is yes and no—and importantly, you should be doing the same things better. The place to start is the customer journey. It is essential to understand each step consumers take when communicating with your firm.
ClearAction
OCTOBER 10, 2017
Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle. Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience t
Inbenta
OCTOBER 10, 2017
If you are searching for a way to get a “deer in the headlights” moment from a millennial, you could do worse than call their smartphone. Despite the widespread use of cell phones, we are now a world where communication consists of emojis, GIFs, photos and sometimes text rather than the old-fashioned phone conversation. Indeed, 75% of British adults own a smartphone but one in four do not use them for what they were initially designed to do – talking.
CSM Magazine
OCTOBER 10, 2017
Online retailers are definitely getting it right in the UK according to the latest consumer research from global customer experience expert, Webhelp. The company asked 500 UK adults about their experiences of online shopping. 95% of those surveyed had purchased something online in the previous six months and only 2% of them had experienced a problem with their order.
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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.
QuestionPro Audience
OCTOBER 10, 2017
In July 2017, North Korea announced that it had fired the first intercontinental ballistic missile capable of hitting the United States’ mainland. President Trump responded by using his favorite social media platform, claiming that the North Korean leader and its government had nothing better to do. Kim Jong-Un responded by accusing Trump of exhibiting “mentally deranged behavior.
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