Fri.Oct 19, 2018

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Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?

Retently

How do you approach customer happiness in your company? Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

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Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service?

ShepHyken

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Introduction: AI in CX. _. The CX industry is primed for a breakout in the application of artificial intelligence — as other fields like biotech, healthcare, automotive, and cybersecurity have also seen.

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Tips for Providing the Excellent Twitter Customer Service

LiveChat

Social media has changed customer service forever and buyers are benefiting most. But this shift makes the jobs of customer service teams’ harder. They now face the daily challenge of managing social media customer service and meeting ever-growing customer expectations. And social media offers the perfect playground for customer service. Why is that the case?

Tips 35
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How CloudCherry help Credit Unions deliver amazing Member Experiences

CloudCherry

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs. They obviously want to provide supreme and excellent service on a daily basis. But even though the desire to improve MX is there, building an MX program from scratch is hard.

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From Data to Decisions: Maximizing Retail Potential with AI

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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NICE inContact named a leader in Gartner Magic Quadrant for Contact Center as a Service

NICE inContact

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. And we achieved the highest overall position for our ability to execute. The Gartner report states, “The CCaaS market is maturing, with leadership coming from pure-play contact management providers, and a merging of adjacent market applications.

More Trending

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Seven Key Strategic Questions Critical to Improving Your Customer Experience – Bahrain CX Conference

Beyond Philosophy

To improve your customer experience it is vital you address these seven key strategic questions. Colin reveals these questions at a keynote conference speech in Bahrain. Do you know the answers to these questions? Colin also interviews Rami Sweis, CEO of GolfCX on how customer experience is becoming a key area in the Middle East region. Finally, Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience for free!

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Why Net Promoter Score (NPS) Matters for Customer Success

natero

When Customer Success Managers talk customer health, Net Promoter Score (NPS) inevitably comes up. Since its introduction, NPS has spread rapidly and continues to be adopted by more and more CSM teams. But why has NPS become the gold standard for measuring customer sentiment and loyalty? To understand this, let’s take a closer look at what Net Promoter Score is and how CSMs can use it.

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Build a Strategy From Your Customer Insight and Action Platform

ReviewTrackers

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results. The increased focus on CI has led to the rise of customer insight and action platforms (CIA platforms), which can be described as: …Technology for automating mult

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How to Make Social Media Analysis Work for You

NetBase

Whether your goal is social engagement, increased sales, a better customer experience , or anything else, social analytics can help. Let’s use NetBase Pro to explore some analytics tactics, and the ways your brand or agency can benefit from them. Start with Relevant Topics. Your analytics can start anywhere, really – with any topic that matters to your brand.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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How Sentiment Analysis Improves Employee Engagement in Healthcare

Wootric

Employers know that hiring individuals who are a good fit is important to the company’s ultimate success, but not everyone recognizes that hiring is just the beginning. In the healthcare industry in particular, where burnout rates have been increasing at alarming rates, monitoring employee sentiment and getting feedback to improve their engagement is crucial.

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Build a Strategy From Your Customer Insight and Action Platform

ReviewTrackers

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results. The increased focus on CI has led to the rise of customer insight and action platforms (CIA platforms), which can be described as: …Technology for automating mult

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5 New Thoughts About Work-Life Balance That Will Turn Your World Right Side Up

Myra Golden

It’s rare that I don’t write to you about customer service issues. But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional. Over the years I’ve found five practices that have helped me find peace and balance between my business and my personal life. 1.

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Highlights from TSW ‘18 in Las Vegas

Totango

We had a great time at the Technology and Services World (TSW) in Las Vegas networking, sharing ideas, and learning about the latest trends in technology services. It was a valuable and insightful event and the turnout at our booth from prospects and customers plus the successful session with our CEO Guy Nirpaz and Dilip Kumar, COO of Dimension Data, as they presented how Dimension Data has achieved better business results overall running on Totango, was by far the highlights for us.

ROI 48
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Churn Monster: Manic Customer

ChurnZero

Churn Monster #5: Manic Customer. With Halloween approaching there’s all sorts of spooky things around us, which makes it a perfect time for us to talk – churn monsters! If you are responsible for customer success or customer retention at your company, you have monsters in your closet. These churn monsters take big bites out of your customer base, which can be very scary.

Tips 49
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5 Advantages and Benefits of an Online Help Desk Solution

TeamSupport

Company growth is a great thing and it puts a buzz in the air that is tough to match. With this increase in revenue and customers, however, often comes a higher volume of help desk tickets. Before you know it, your lone help desk employee is working overtime to keep up. After adding a couple people to truly make your own help desk “team”, you realize that spreadsheets and emails aren’t the way to go.

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HR Today: Influencing Talent and Engagement in the New Digital Age

Happy or Not

by HappyOrNot Here’s a question that gets asked a lot: What’s the state of Human Resources in today’s complex and rapidly-changing 21st Century workforce? The answer? Well, it’s complicated. Although the Human Resources Department has grown past it’s roots in compliance and now focuses on helping to build organizations through better engagement, better training, and […].

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If You’re Not Prioritizing Employee Experience Improvement, You’re Doing It Wrong

Forrester's Customer Insights

There is ample evidence that improving employee experience leads to better business results. Briefly, firms that improve employee experience find that they get better work performance and more discretionary effort from employees.[i] Discretionary effort makes companies more effective and efficient, according to this study published in Harvard Business Review.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Sign up for SmartSocial Summit November 5–7 in Austin, TX

Lithium

As you may know, Lithium recently merged with Spredfast. We are excited to kick off our partnership by joining forces at SmartSocial Summit , an industry conference they (now “we!”) host every year. This year it’s happening on November 5–7 in Austin, Texas at ACL Live at the Moody Theater and the W Hotel Austin. Get a glimpse of the experience here.

Hotels 40
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Crypto-mining malware attacks iPhones / Datatec recovery / Bitcoin prevents digital dictatorships

LoyaltyPlus

PUBLICATION: ITWEB. DATE: 18 OCTOBER 2018. LoyaltyPlus disrupts in the era of centralised virtual currency. In today’s retail market, there is no mistaking the value of the loyalty programme. It is driven by merchants to attract customers and retain their business, but specifically, the massive contribution of e-commerce characterised by loyalty or points cards (both physical and digital), according to independent customer relationship management (CRM) specialist, LoyaltyPlus.

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Sign up for SmartSocial Summit November 5–7 in Austin, TX

Lithium

As you may know, Lithium recently merged with Spredfast. We are excited to kick off our partnership by joining forces at SmartSocial Summit , an industry conference they (now “we!”) host every year. This year it’s happening on November 5–7 in Austin, Texas at ACL Live at the Moody Theater and the W Hotel Austin. Get a glimpse of the experience here.

Hotels 40
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5 Reasons Your Business Should Consider Outsourcing to a Call Center

Call Center Pros

The call center industry has massively grown over the past few years. Initially, only the voice-service was provided by the companies. Over time, the call centers have transformed a lot and now they have incorporated sales and customer services on different levels and using their services can help you in the rapid business expansion. Their useful services can significantly enhance the productivity of your firm.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Sign up for SmartSocial Summit November 5–7 in Austin, TX

Lithium

As you may know, Lithium recently merged with Spredfast. We are excited to kick off our partnership by joining forces at SmartSocial Summit , an industry conference they (now “we!”) host every year. This year it’s happening on November 5–7 in Austin, Texas at ACL Live at the Moody Theater and the W Hotel Austin. Get a glimpse of the experience here.

Hotels 40
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10-Step Plan to Launching Your Mobile Business

CSM Magazine

Looking to take your business on the road? Whether it’s a pop-up shop around the country or a travelling food truck, start as you mean to go on and connect with your customers the right way. Here are 10 steps to launching your mobile business and making it a success. 1. Start off with a carefully considered plan before you do anything. It’s tempting to go all in and start contacting clients straight away, but it won’t get you anywhere unless you’re clear about your aims and goals.

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Sign up for SmartSocial Summit November 5–7 in Austin, TX

Lithium

As you may know, Lithium recently merged with Spredfast. We are excited to kick off our partnership by joining forces at SmartSocial Summit , an industry conference they (now “we!”) host every year. This year it’s happening on November 5–7 in Austin, Texas at ACL Live at the Moody Theater and the W Hotel Austin. Get a glimpse of the experience here.

Hotels 40
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Unforgettable Episode 12: Nurture Memory Creators

Oracle

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , and Ian Golding to spotlight modern customer experience excellence.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Frothy Trends and Insights: A Deep Dive Into Coffee Conversation

Brandwatch CX

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Embrace privacy as your Corporate Social Responsibility (CSR)

Forrester's Customer Insights

Your organization faces two powerful trends: The growing pressure of regulatory requirements on data protection that are emerging worldwide. The increasing awareness of privacy rights, which causes customers to take action in their relationship with businesses.

Trends 38
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How the evolution of customer interfaces is saving brands from extinction

MyCustomer

Loyalty. How customer interfaces are saving brands.

Brands 40