The DiJulius Group

DECEMBER 5, 2018

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. It. Read Full Article. The post 5 Reasons Why Your Employees Are Delivering Poor Service appeared first on The DiJulius Group.

Groups 106

Groups Customer Experience Company Training 106

Experience Matters

DECEMBER 5, 2018

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.

Interaction 280

Interaction Customers Meeting Customer Experience 280

One Millimeter Mindset

DECEMBER 5, 2018

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. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

ShepHyken

DECEMBER 5, 2018

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. What I haven’t done is talked to you about what causes friction. Here’s a question: What is it that you don’t like about some of the companies and organizations you do business with?

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Policies Case Study Advertising Banking 124

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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.

Customers

CX Journey

DECEMBER 5, 2018

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. They might be giving it lip service, but that’s not the same as actually doing the work, understanding the customer, and designing a great customer experience as a result.

Customer Experience 86

Customer Experience Customer Journeys Customer Centricity Customers 86

Amity

DECEMBER 5, 2018

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 regions such as Australia, Europe, Brazil, China and now Canada. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise.

Customer Success 84

Customer Success Consulting Sales Training 84

Alliance by IFS

DECEMBER 5, 2018

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. The Astea executive team is participating in this event to increase our involvement in the investor community and to raise awareness for our award-winning software solutions for the field service industry.

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Conference Software Industry Management 77

Eptica

DECEMBER 5, 2018

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. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. This allows them to be more demanding and less loyal than ever before.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

Talkdesk

DECEMBER 5, 2018

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.

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First Call Resolution Contact Center Omni-Channel Report 80

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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.

Communication

Oracle

DECEMBER 5, 2018

Especially around this time of year, we’re forced to interact with all types of companies, from retailers to restaurants to the Salvation Army donation collectors ringing bells on the street corners. It’s likely you’ve kept memories from a combination of interactions with these places, whether they be good or bad—and those memories impact where (and how) you choose to execute your holiday checklist.

Customer Experience 71

Customer Experience Ecommerce Banking Touchpoint 71

Myra Golden

DECEMBER 5, 2018

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. Eli responded to my dad’s many requests and needs with patience, a sense of enthusiastic urgency, and something that I can only describe as love. Eli serves my dad like he’s a son, not a nurse technician.

Connections 69

Connections Travel Hospitality Tips 69

datastax

DECEMBER 5, 2018

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.

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Analytics Financial Software System 65

MyCustomer

DECEMBER 5, 2018

Engagement. What were 2018's key customer experience trends?

Trends 104

Trends Customer Experience Strategy Engagement 104

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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,

Tips

Bizagi

DECEMBER 5, 2018

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. PwC estimates that companies in the industrial sector could grow revenues by as much as $493 billion over the next five years as a result of Industry 4.0.

Industry 64

Industry System Technology Video 64

Think Customers

DECEMBER 5, 2018

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. According to IBM, bots can respond to around 80 percent of routine interactions, allowing associates to tackle complex and emotive questions. But organizations need to understand the consequences of bot technology before implementing it head on.

Chatbots 63

Chatbots Contact Center Customer Care Report 63

Call Experts

DECEMBER 5, 2018

The property management industry is one that requires specialized knowledge about properties but also demands clear communication with tenants. It is essential for management companies to take care of emergency issues and keep properties from sitting vacant. Below are three ways that hiring an expert call company can assist in improving customer service and contact while solving business needs. 24-Hour Access for Emergencies.

Contact Center 53

Contact Center Management Call Center Conference 53

Optimove

DECEMBER 5, 2018

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. In this eBook, we examine the two main approaches to customer journey mapping, discuss their advantages and drawbacks, and describe how focusing on customer micro-segments and

Customer Journeys 45

Customer Journeys Management eBook Touchpoint 45

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.

Retail

inQuba

DECEMBER 5, 2018

On the 4th December 2018 inQuba hosted a live webinar for Financial Services and Insurance professionals. Our industry expert speakers were Margot Birbeck (Director, inQuba Australia) and Trent Rossini (COO, inQuba). Questions that were addressed. How do you discover and visualize the real customers’ and agents’ journeys as they navigate your products and channels?

Insurance 45

Insurance Financial Customer Journeys Management 45

Optimove

DECEMBER 5, 2018

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. In this eBook, we examine the two main approaches to customer journey mapping, discuss their advantages and drawbacks, and describe how focusing on customer micro-segments and

Customer Journeys 42

Customer Journeys Management eBook Touchpoint 42

Linc

DECEMBER 5, 2018

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.” Over time, it's become clear to me that they aren't so much referring to being behind their competitors, but rather that they are falling behind customer expectations.

Customer Care 40

Customer Care Retail Customer Expectations Brands 40

Optimove

DECEMBER 5, 2018

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.

Retail 40

Retail eBook Survey Technology 40

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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.

Training

Help Scout

DECEMBER 5, 2018

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? This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise.

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ROI Self Service Software Return on Investment 40

kommunicate

DECEMBER 5, 2018

For previous versions of Release Notes, head here. The holiday season is upon us, so we decided to gift wrap some cool features, performance improvements, and bug fixes and send it your way ?? (Don’t forget to send us Christmas cards) Let’s dive straight into Kommunicate’s release notes for the month of November. Kommunicate Web [.].

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Confirmit

DECEMBER 5, 2018

The Confirmit Flex Extensions framework provides greater flexibility allowing you to extend Confirmit functionality quickly. With Flex Extensions, development takes place outside the core Confirmit codebase, ensuring that the Confirmit platform remains isolated and unaffected. With that, developers using Flex are able to focus on creating unique front-end experiences without concern that they will negatively impact Confirmit’s core.

Employee Engagement 40

Employee Engagement Customer Voice Software Video 40

TeamSupport

DECEMBER 5, 2018

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! Instead, ASP is pairing TeamSupport's CEO, Robert Johnson, up with some of the most innovative and forward-thinking minds in the customer support industry. These webinars will delve into ground-breaking topics you want to know more about and will uncover great insights to help you improve your support operations.

Tools 40

Tools Innovation Industry Communication 40

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Confirmit

DECEMBER 5, 2018

Global, full-service Market Research firm B2B International has grown in size every year since its inception in 1998. Its success lies in its decision to specialize in the business-to-business market and its proven ability to conduct strategic yet practical B2B research that delivers genuine, relevant insights and actions for its clients. Its success in this field has led it to recently become part of gyro – the world’s largest B2B marketing agency.

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B2B Case Study Study Sales 40

NetBase

DECEMBER 5, 2018

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. With competition fiercer than ever, can you afford to take any service provider’s promises on faith?

Analytics 40

Analytics Fashion Tools Brands 40

Optimove

DECEMBER 5, 2018

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.

Retail 40

Retail eBook Survey Technology 40