Fri.Apr 19, 2019

The Power of AI to Drive Change

Avaya

AI presents a huge opportunity, possibly bigger than digital transformation itself. The World Economic Forum predicts that digital transformation will provide economic value to business and society that will top $100 trillion dollars by 2025.

5 Signs it's Time to Break Up with your Legacy Analytics Tool

DemandJump

Let’s be honest. Your analytics tool may have been state-of-the-art when you first started using it, but when was the last time you sat down and took a hard look at its features?

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Social Sentiment Review: Divided Opinions On Peeps

NetBase

When it comes to sourcing consumer love to foster brand-consumer connections, you don’t have to overthink it. Anything and everything is up for discussion – with passion you might not expect driving conversations about the smallest things: like Peeps.

How to Improve Customer Experience at a Fast Food Restaurant with Fernando Machado of Burger King

Customer Bliss

“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs.

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Ideal VP Customer Experience Role

Lynn Hunsaker

Vice President of Customer Experience job description for sustained growth by embedding customer-centered management as a way of life

More Trending

Customer Service – 9 Tips for Sales, Marketing, and Support

ProProfs Chat

Customer service is just a day in, day out, ongoing, never ending, unremitting, persevering, compassionate, type of activity. Leon Gorman. It needs no mention that buyers love excellent customer service.

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12 Customer Service Skills All Great Agents Need

TeamSupport

Great customer service agents are invaluable in any business. Not only can they make your customers happy in an instant, but they can completely change the perception of your company. Finding these great agents, however, isn’t easy.

Guest Blog: The Art of the Survey – Why one question is more than enough

ShepHyken

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. Through our work with retail businesses across the world, we’ve found that this couldn’t be further from the truth.

5 Tips to Help You Host the Perfect Event

ProProfs Chat

Today’s generation looks forward to two things during the week: Spending the weekend in bed doing absolutely nothing or celebrating the weekend doing something they like. Millennials love events; I love events; more importantly, companies should also love events.

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A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

The Impact of Restaurant Star Ratings on Diners

ReviewTrackers

Research on Restaurant Star Ratings. How do restaurant star ratings impact the ability of a restaurant to attract diners? Like restaurant and food industry executives, we at ReviewTrackers were also curious to find out. So, over the course of 3 weeks, we conducted a survey in which we asked over 500 Internet users of various backgrounds, ages 25 to 50 years old, “Would you eat at a restaurant with a 3-star overall rating (on a 5-point scale) on a review website?”.

Focus on your employee experience to deliver the best CX

Beyond the Arc

To transform your organization’s customer experience, the key is to engage your employees. Over the years, the Beyond the Arc team has written extensively about building the kind of customer-centric culture that can help you succeed.

4 Engagement Models for Customer Success

ClientSuccess

For customer success organizations that are either building their team, scaling their team, or re-defining their processes, they know firsthand how many components go into planning and determining the right customer engagement model.

Is Facial Recognition Creepy or Is It Just the Future?

Beyond Philosophy

Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Unforgettable Episode 31: The Three Best Customer Experience Metrics

Smarter CX

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.

How To Calculate Customer Acquisition Cost

DemandJump

You can determine your customer acquisition cost by adding all costs associated with your customer acquisition efforts (marketing costs) and dividing that by the number of new customers you acquired as a result

Churn Monster – Acquired Customer

ChurnZero

Churn Monster #11: Acquired Customer. It’s time for us to take a look at another churn monster that causes a lot of risk – an acquired customer.

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Want To Launch An Extended Reality (XR) Experience? Start With Employee Use Cases

Forrester's Customer Insights

After returning from Mobile World Congress in Barcelona last year, where I walked miles to test every virtual reality (VR) and augmented reality (AR) experience, one thing was clear: They aren’t ready for mainstream consumer use. But what about for employees?

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Focus on your employee experience to deliver the best CX

Beyond the Arc

To transform your organization’s customer experience, the key is to engage your employees. Over the years, the Beyond the Arc team has written extensively about building the kind of customer-centric culture that can help you succeed.

Brief Guide: Importance of Customer Reviews for Your Small Business

Opinionator

The Importance of Customer Reviews. In the past, small businesses often depended on word of mouth for growth. Nowadays, word of mouth is getting outdated and not as much of a necessity as it once was. But there’s a new way to get the word out and obtain excellent feedback to fuel this growth.

Customer Acquisition Costs by Industry

DemandJump

Knowing if you have a good customer acquisition cost can be hard. Here are a few CACs benchmarked across a variety of industries. Source: Propeller

6 Terms to Know Before You Start Product Planning

Gainsight

Planning your product roadmap? You should know these six key terms before putting pencil to paper. What is Product Planning? Product planning is the process of mapping out a product from idea to launch.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

What is a Customer Acquisition Strategy?

DemandJump

Don't jump to solutions - understand your customers' jobs and make them easier to do

MyCustomer

Engagement. Love customers' pain points - not your solutions

How To Determine Customer Acquisition Cost

DemandJump

It’s Time For Shift-Left Performance Testing

Forrester's Customer Insights

Developers: Performance Testing Deserves Your Attention! Developers, you have to stop treating performance testing as an afterthought.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.