InMoment XI
JUNE 27, 2016
As CX programs mature, they become more central and integral to the companies that use them. MaritzCX’s Organizational CX Maturity Model, CXEvolution, has eight stages, as illustrated below. As they evolve through each of the eight stages, companies increase the integration of customer centricity into their operations and strategies. Today, I am going to talk.
Steve DiGioia
JUNE 27, 2016
have you forgotten the attention to detail? This original article was written by Steve DiGioia. A recent overnight hotel stay proved to me that just because one aspect of a business runs well doesn’t mean that all the others do too. Hotel franchisees must follow strict adherence to marketing, branding, RevPar, etc. all with the intent of satisfying the “flag standards” and providing the guests with a focused message of quality and service.
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InMoment XI
JUNE 27, 2016
As CX programs mature, they become more central and integral to the companies that use them. MaritzCX’s Organizational CX Maturity Model, CXEvolution, has eight stages, as illustrated below. As they evolve through each of the eight stages, companies increase the integration of customer centricity into their operations and strategies. Today, I am going to talk.
Alida
JUNE 27, 2016
Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. At a recent Vision Critical meetup in New York City, three leading companies shared how they successfully introduced customer intelligence to their organization.
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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.
InMoment XI
JUNE 27, 2016
As CX programs mature, they become more central and integral to the companies that use them. MaritzCX’s Organizational CX Maturity Model, CXEvolution, has eight stages, as illustrated below. As they evolve through each of the eight stages, companies increase the integration of customer centricity into their operations and strategies. Today, I am going to talk.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Wired and Dangerous
JUNE 27, 2016
In the last few months we have visited the CEO’s of two different companies. Both had executive offices that were interior decorated to communicate importance and prestige. Both offices were supported by an administrative assistant that could have written the book on great hosting. Both offices were on high floors and had superb panoramic views. Yet, there was one feature that made the two offices very different–what the CEO chose to display on the office wall.
ShepHyken
JUNE 27, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. (Microsoft) Whether you’re in customer service, marketing, sales, IT – or especially if you’re the CEO, CFO or CDO – you’ll be fascinated by the results revealed by Microsoft’s new
Topdown
JUNE 27, 2016
In a recent article for CMSWire, “Want to Improve Customer Experience? Ask Your Customers for Help,” Christine Crandell advocates for customer co-creation techniques that allow customers and vendors to work together to jointly create value. She defines customer co-creation as “the purposeful action of partnering with strategic customers and employees to ideate, problem solve, improve performance and/or create a new product, service or business.”.
Bold360
JUNE 27, 2016
Guess what top companies worldwide all have in common? Whether they're service, manufacturing, or merchandising businesses, the most important shared element between them - a customer-centric model. As companies transition from product-oriented to customer oriented, this process entails complete organizational planning and a long-term commitment to consistency.
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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.
ForeSee
JUNE 27, 2016
Ideal Shopping Direct, one of the U.K.’s top home shopping retailers, sells a wide range of products online and via TV channels with a reach of 25 million homes. A. The post Loud & Clear: How ForeSee Helps Ideal Shopping Dial Up Customer Satisfaction appeared first on ForeSee.
Bold360
JUNE 27, 2016
Guess what top companies worldwide all have in common? Whether they're service, manufacturing, or merchandising businesses, the most important shared element between them - a customer-centric model. As companies transition from product-oriented to customer oriented, this process entails complete organizational planning and a long-term commitment to consistency.
natero
JUNE 27, 2016
How will you prove your value and justify your Customer Success budget to your senior management team? Check out this presentation featuring Mikael Blaisdell, Executive Director of the Customer Success Association.
Talkdesk
JUNE 27, 2016
Many call centers implement rigorous training programs as part of the onboarding process for newly hired agents. These programs often involve learning about the company, the product, customer service processes, proper phone etiquette and more. Once agents are able to start picking up calls, supervisors often engage in live coaching sessions where they actively advise agents during phone calls.
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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,
Avaya
JUNE 27, 2016
My sister-in-law recently took on a new role managing a team of 16 contact center agents. The other day, she said she doesn’t understand why she can’t use her smart phone at work. She’s familiar with it. She loves it. It’s feature-rich. So why, she asks, can’t she use it for certain applications, like tracking agent performance, monitoring calls and other seemingly related activities?
LiveChat
JUNE 27, 2016
Getting in touch with people, who’s never heard of you before is troublesome. One way of reaching out to customers is cold calling when a salesperson makes an unsolicited attempt of contact (usually phone calls) and presents a product or service offer. There’s much good to say about cold calling if you try hard enough, but all of these doubts people have didn’t appear out of nowhere, right?
Customer Interactions
JUNE 27, 2016
There is a strong correlation between delivering an exceptional customer experience and agent engagement. When agents are satisfied and engaged, they provide better service to customers. So why are only 32% of employees engaged in their jobs? Learn the reasons why agents are disengaged and how Adaptive WFO can create a more positive work environment.
transcosmos Information Systems
JUNE 27, 2016
An efficient IT helpdesk is a vital operations tool. When utilized properly, it can transform the way teams manage their daily tasks. If your company recently invested in a helpdesk software or is planning to upgrade its current system, here are some of the key features to consider. 1. User-Friendly Interface. Remember, an IT helpdesk will also be used by non-technical members of the organization.
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.
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