Oracle

JANUARY 14, 2019

In the next several years, artificial intelligence will transform how humans interact with businesses. This technical transition is one of the most powerful shifts in computing that the world has ever seen—and it has the potential to be a force of good. According to research from the McKinsey Global Institute , AI could add $13 trillion to global output by 2030 and raise GDP by 1.2% annually.

Chatbots 103

Chatbots Connections Technology Analysis 103

Martin Hill-Wilson

JANUARY 14, 2019

The century remains young and its major themes are still emerging. For me, one certainty is the interchangable world of virtual and physical reality. Our choice to consume an experience in either domain will become habitual and expected. Right now, we see this being played out more extremely as opposing forces. We are adopting automation. Yet fear its impact on our livelihoods.

Management 40

Management Omni-Channel Customers Consumers 40

Avaya

JANUARY 14, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. The focus on customers is more intense than ever—and for good reason.

Customer Experience 73

Customer Experience Competitive Advantage Social Media Metrics 73

ijgolding

JANUARY 14, 2019

According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration. Examples of reference may have included STD outbreaks that are known to significantly decrease in frequency after seven years, or mites that live under the skin (scabies

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

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Customers

GetFeedback

JANUARY 14, 2019

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. Only in doing so, will you ensure each person receives the best customer experience possible. To ensure that your customers have the necessary support, you’ll need to develop and improve your customer service material.

Customer Service 207

Customer Service How To Knowledge Base Guidelines 207

GetFeedback

JANUARY 14, 2019

How to create customer service material to support your team and ensure your customers have a stellar customer experience.

Customer Service 195

Customer Service How To Customers Customer Experience 195

Sampson Lee

JANUARY 14, 2019

If the critical concerns of customers for Amazon becoming a BIG Brother and “too big to fall” are unaddressed, should we attribute Amazon’s huge success to the fact that they have been delivering a branded experience repeatedly and consistently to such a superb level that no rivals can match, rather than customer centricity? At Amazon’s […].

Customer Centricity 59

Customer Centricity Company Customers Brands 59

GetFeedback

JANUARY 14, 2019

How to create customer service material to support your team and ensure your customers have a stellar customer experience.

Customer Service 150

Customer Service How To Customers Customer Experience 150

Genroe

JANUARY 14, 2019

Focusing on increasing your survey response rate is important but I’m often asked: “what is a minimum acceptable survey response rate for a customer feedback survey: 1%, 15%, 50%?” This question also comes in the form: what is the statistically valid response rate? For example this recent blog post comment: …if I have two NPS of two different […].

Survey 55

Survey NPS Feedback Examples 55

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Communication

GetFeedback

JANUARY 14, 2019

Use this guide to learn how to apply and optimize this new survey distribution feature. .

Survey 150

Survey How To 150

Myra Golden

JANUARY 14, 2019

Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance. You have to have a plan; otherwise, you’ll get off track, and our employees won’t make changes. Coach like a coach. Don’t try to be friends with employees.

How To 53

How To Feedback Course Customer Experience 53

Talkdesk

JANUARY 14, 2019

If you were to ask customer service and contact center executives for their opinion on artificial intelligence, you’re certain to get a mixed response. Some believe that AI will inevitably make live agents redundant, while others strongly oppose such technology, believing it ineffective at understanding basic human emotion. What if, however, the reality of maximizing AI existed somewhere in the middle?

Contact Center 42

Contact Center Strategy How To Omni-Channel 42

Fox Metrics

JANUARY 14, 2019

Why You Should Use Social Proof Notifications to Help Improve Conversion Rates A great experience is usually what makes customers return, instead of going with a competitor. This is why utilizing social proof is so successful. Social Proof is a “psychological phenomenon where people assume the actions of others reflect the correct behavior for a given situation”.

Customer Experience 40

Customer Experience Customers 40

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Tips

inQuba

JANUARY 14, 2019

South African Customer Experience and Journey Analytics SaaS provider, inQuba has been selected by Endeavour, the New York-based organisation supporting high-impact entrepreneurs around the globe. inQuba is one of 18 organisations from 15 countries selected by Endeavour following an International Selection Panel (ISP) held in Stellenbosch, South Africa from 11 – 13 December. inQuba COO Trent Rossini and CEO Mike Renzon are two of 25 entrepreneurs selected at this, the 84th International Se

Consulting 40

Consulting Analytics Resources Marketing 40

Help Scout

JANUARY 14, 2019

We believe customer service professionals are the experts. No one knows how to create value better than the person who spends all day hearing from your customers and about your product. Each customer support professional knows exactly what your community wants — and what they don’t want. In too many companies, though, leaders relegate these superheroes of the business world to mundane, reactive work.

Brands 40

Brands Banking Resources Tools 40

NetBase

JANUARY 14, 2019

Hear how Mike Fein (SVP Strategic Insights and Analytics, PMK*BNC) uses NetBase for his company to stay strategically smart, quick and to continue to provide value for celebrity talent and brands. With the need to get social insights quickly, Mike has turned to NetBase throughout his career to find trustworthy, accurate and real-time data. The PMK*BNC team has fallen in love with the NetBase platform and continue to be supported by warm and friendly customer success team, who is always ready to

Trends 40

Trends Analytics Customer Success Brands 40

John Paul

JANUARY 14, 2019

Looking for new resolutions? In 2019, join John Paul ! Let us show you the top 5 reasons why you should join our family, in 50 seconds. Watch the video below : Open positions at John Paul. ? And take a look at our career opportunities to join the adventure ! John Paul was established in Paris in 2008 and has enjoyed consistent growth every year since its debut, including the acquisition of US-based LesConcierges in 2015.

Automotive 40

Automotive Hospitality Travel Video 40

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

NetBase

JANUARY 14, 2019

Elisabeth Korody (Managing Supervisor, FleishmanHillard) discusses how NetBase has allowed FleishmanHillard to develop a robust social practice while keeping a finger on the pulse of the audiences their clients truly care about. The NetBase platform allows FleishmanHillard to perform deep dive social analysis, respond quickly to key conversations, and has been vital to fielding new business.

Analysis 40

Analysis Tools Industry Strategy 40

dscout People Nerds

JANUARY 14, 2019

A conversation with Senior UX Researcher Joanna Vodopivec on how Groupon listens to its customers to understand the reality of the small-business owners it serves.

Customers 40

Customers 40

NetBase

JANUARY 14, 2019

Andy Nelson (SVP Director of Social, Conill) Laura Semple (VP, Director of Content, Conill) discuss how NetBase social listening helped them create the Toyota Tundra 2018 World Cup campaign. As Toyota was not an official sponsor of the FIFA World Cup, Conill used NetBase to craft a message and find meaningful ways to relate to both fans of Toyota and soccer fans during the cultural moment.

Culture 40

Culture Measurement Video 40

Forrester's Customer Insights

JANUARY 14, 2019

You’ve likely read the facts: Hulu announced that it has 25 million subscribers and collected $1.5 billion in advertising revenue in 2018. (For more information and analysis, check out this report.) The eye-catching comparison is that Hulu now has more subscribers than any traditional pay TV provider, such as Comcast with just under 21 million […].

Comparison 42

Comparison Advertising Analysis Report 42

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Training

NetBase

JANUARY 14, 2019

Brooke-Lynn Howard (Head of Strategy, Swift) explains how social listening has empowered Swift to continue to use data across every part of the creative process. With help of social analytics, Swift can gather crucial insights that help them identify and inform key opportunities back to their clients. Social listening allows them to find key audiences and create smart work that continues to bring success over social media.

Analytics 40

Analytics Data Social Media Strategy 40

Forrester's Customer Insights

JANUARY 14, 2019

Venture capital and private equity spending on security technology reached an all-time high in 2018. Currently, this emerging technology market sector stands at about $31B in total funding. While that total may pale in comparison to other fast-growing markets such as fintech ($124B) or transportation tech ($150B), consider that 65% of that $31B in security has […].

Technology 42

Technology Transportation Comparison Marketing 42

NetBase

JANUARY 14, 2019

Michael Jacobson (VP, Octagon) talks about how NetBase assists Octagon’s entertainment sports marketing to enhance traditional celebrity campaigns into the digital world and to identify and connect with key social influencers. In a recent campaign, Octagon helped a food product client that needed enhanced audience analysis. With NetBase, the team was able to discover the ideal influencer segments, what their true passions were and how to best leverage those insights for success across soci

Analysis 40

Analysis Entertainment Sports Connections 40

Forrester's Customer Insights

JANUARY 14, 2019

“Trending” reminds me of the fairy tale The Magic Porridge Pot, in which the pot wouldn’t stop cooking porridge and flooded the entire village. Just like that, CX professionals drown in an ever-increasing flood of metrics that they need to measure and report over time. This leaves CX professionals: Handcuffed.

Metrics 42

Metrics Trends Measurement Report 42

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Customer Experience

NetBase

JANUARY 14, 2019

Evan Nickel, (Associate Strategist, GMR Marketing) talks about how GMR uses NetBase to help them create truly memorable events experiences. GMR recently worked with Bridgestone in Tokyo to create a truly unique experience for the summer Olympics of 2018. With NetBase, GMR was able to create and analyze social audiences segments Bridgestone cared most about and create custom experiences for people who landed in the Tokyo airport.

Tools 40

Tools Strategy Data Customer Experience 40

Forrester's Customer Insights

JANUARY 14, 2019

IBM unveiled a complete “quantum computing system,” IBM Q System One, last week. What’s more, it chose to do it at CES in Las Vegas. Should you take IBM’s claim of a “commercial” quantum computing system to mean that it is time to put quantum on your tech road map? The short answer is “no” — but, […].

System 40

System Innovation Technology 40

NetBase

JANUARY 14, 2019

Bryan Pedersen, (SVP/Partner, Digital Practice Lead, FleishmanHillard) discusses how NetBase has allowed social listening and social intelligence to become a core part of everything they do. As a PR firm, understanding the consumer is paramount for FleishmanHillard. NetBase enables them to understand audiences like no other tool. When there was a shooting in a restaurant chain, FleishmanHillard, using NetBase, was able to respond with the help of crisis monitoring and social crisis management to

Consumers 40

Consumers Tools Brands Management 40