Wed.Dec 05, 2018

5 Reasons Why Your Employees Are Delivering Poor Service

The DiJulius Group

The next time you have a large group of your employees together, ask them this question: How many of you feel we provide a superior Customer experience? I have asked this question hundreds of times. When the audience is made up primarily of one company, nearly every hand in that audience proudly goes up. Read Full Article. The post 5 Reasons Why Your Employees Are Delivering Poor Service appeared first on The DiJulius Group.

CX Myth #5: Wow Customers During Every Interaction

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.

Are Your Engaged Employees Relentlessly Curious Employees?

One Millimeter Mindset

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Perhaps you should. Because they are key to positive customer experiences. And they fuel customer success and customer retention. Here’s why.

Inside Customer Success: Winning by Design

Amity

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. The company was founded in 2014 as a small team in Silicon Valley and has quickly expanded across the U.S

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Astea Participates in Key Investor Conferences Across the US

Astea

Astea is increasing investor awareness as company growth continues by attending this conference in Los Angeles, CA. Astea is excited to be attending several investor conferences this year, including the LD Micro 11th Annual Main Event taking place this week in Los Angeles, California.

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Talkdesk Leads with Highest Rating on Salesforce AppExchange for CCaaS Solutions

Talkdesk

Salesforce is an invaluable part of the business infrastructure of many companies. At Talkdesk, we recognize that your contact center solution needs to have a deep integration with Salesforce to help maximize the efficiency of your team. SICOM’s prior contact center solution lacked basic enterprise features, such as IVR and advanced reporting, which hindered their agents’ ability to quickly and effectively serve customers.

Putting the Customer into Customer Experience

CX Journey

Image courtesy of Shep Hyken/ABR Let's put the "customer" into customer experience. What does that mean? If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the customer experience.

Customer retention analytics: 5 strategies to reduce churn with data

Thematic

Think customer loyalty programs are all about getting generic discounts, points and rewards? Think again. That was the old school way of doing things. Today, it’s more about offering customers something as personalized as possible, so that they feel truly special.

KFC at Christmas: How Celebrations in Japan and the UK Are Wildly Different

Brand Watch

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

2 Things I Learned About Personal Connection From 3 Nurse Technicians

Myra Golden

When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere.

The importance of trust to customer experience in 2019

Eptica

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Published on: December 05, 2018.

9 Creative Email Tactics Used by Retailers

Optimove

Get More Creative with. Your Customer Emails! Download this ebook to learn how smart retail marketers use the latest email technology to grab the attention of their customers. Because email is so effective, everyone is sending a lot of email. This means that marketers must continuously evolve their tactics and approaches to find new ways to “wow” customers and cut through the clutter with engaging, relevant content. Some of the tactics described in this ebook are: Realtime Pricing/Inventory.

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2018's key customer experience trends - and how they impacted CX strategies

MyCustomer

Engagement. What were 2018's key customer experience trends

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

Managing Infinite Customer Journeys

Optimove

Download the eBook: Managing Infinite Customer Journeys. Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services. And smart marketers know that micro-segmentation and predictive behavior modeling lead to better interactions and deeper relationships.

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Smart Manufacturing: How Geesinknorba Increased Production Efficiency by 45%

Bizagi

If your manufacturing isn’t smart, then you’re not doing it right. Smart Manufacturing means embracing new technologies to become more efficient, and the industrial sector is already reaping the benefits.

What Causes Friction

ShepHyken

In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction.

Six Challenges You Need To Conquer To Effectively Deliver Automated Customer Care

Linc

In my day-to-day work partnering with leading brands and retailers to solve customer challenges, I’ve often heard the statement, “We are behind.”

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.

How Help Desk Software Increases Your Customer Support ROI

Help Scout

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. What impact will it actually have on bringing in revenue? Will it truly decrease the cost of doing business?

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Webinar: Developing Your Own Advanced AI Tools for Support With Tableau

B2B Customer Service Blog - TeamSupport

We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP). These aren't be your standard, boring webinars!

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A Positive Customer Experience by Tailoring Communications

CSM Magazine

Konstantin Selgitski, Chief Marketing Officer at Apifonica explores how to make it easier for customers to get what they want, when they want and to ensure a positive customer experience. By 2028, recent research forecasts that 70-80% of online purchases will be made using mobile devices.

Analytics Solutions 101: Beware Black Box Methodologies That Can’t Be Verified by Users – Part 2

NetBase

Ignorance may be bliss in certain areas of life, but when it comes to your social analytics the cliché doesn’t apply. Here’s why you should steer clear of mysterious analytics solutions you can’t verify. YOUR BRAND’S REPUTATION AND SUCCESS SHOULD’T BE LEFT TO CHANCE.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

3 Lessons for Chatbot Initiatives

Think Customers

The use of chatbots in the customer care space is at hot topic for contact center leaders. Chatbots are an essential AI program that contact centers are utilizing for simple customer tasks and knowledgebases.

The Future Of Mobility Is Data, Not Cars

Forrester's Customer Insights

Having worked in and with the automotive industry for around 25 years, the challenges that OEMs face given their size and structures often inhibit the business agility needed to provide lasting customer value in an age of digital disruption.

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Announcing DataStax Enterprise 6.7 (And More!)

datastax

We’re excited to announce DSE 6.7 today, along with OpsCenter 6.7 and updates for our DataStax Studio developer tool and DataStax drivers. If you’re thinking, “Hey, 6.7? Wasn’t your last major release 6.0?”, you’ve been paying attention and are correct. We decided to sync the major/minor version numbers of our software solutions—hence the jump in the minor version number. Release numbering aside, there are some real gems in DSE 6.7

‘Why Qualtrics’ – Georgena Hurst – Product Specialist – Provo

Qualtrics

What is your ‘why’? How does Qualtrics connect? I am all about continual education and improvement. I believe a big part of our purpose in life is to learn and experience–and Qualtrics helps me do just that.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.