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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Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

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.

More Trending

12 Customer Service Skills All Great Agents Need

B2B Customer Service Blog - 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.

People Rise to Their Belief of Your Belief in Them

Integrity Solutions

Coaching Sales Teams and the Link Between Expectations, Beliefs and Performance. The truth is, all of us need coaches. Most people will not work, learn and extend themselves, by themselves, to the extent that they will with the help of a coach who sets high expectations for them. Think about it.

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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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.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

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.

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.

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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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

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

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 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

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?”.

What is a Customer Acquisition Strategy?

DemandJump

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

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

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?

Customer Acquisition Cost by Industry: What's a Good CAC?

DemandJump

What is a good customer Acquisition Cost? A Good Customer Acquisition Cost varies by the industry and tactics used. But a good way to benchmark your CAC is by comparing it to Customer Lifetime Value (also known as LTV). It is said that an ideal LTV to CAC ratio is 3:1.

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.

Revenge Of The Nerds? Marketing Ops Takes The Stage

Forrester's Customer Insights

During the SiriusDecisions 2019 Summit (May 5–8, Austin, Texas), I will join Sirius Research Director and new colleague Jeff Clark in presenting the Future Vision session on marketing operations.

What is Customer Acquisition?

DemandJump

Definition of Customer Acquisition: Customer acquisition refers to bringing in new customers - or convincing people to buy your products. It is a process used to bring consumers down the marketing funnel from brand awareness to purchase decision.

CX Pros, Add Rigor To How You Prioritize And Drive Business Results

Forrester's Customer Insights

Firms Are Failing To Differentiate With CX Today, customer expectations are outpacing brands’ ability to adapt and differentiate with customer experience (CX). Take Australia, for example.

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go?

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.