Omnicus

AUGUST 28, 2018

Why you should reinvent your organization to take advantage of the best of digital and human capabilities.

Customer Service 223

Customer Service Customer Experience Customers 223

Customer Bliss

AUGUST 28, 2018

“With the journey map, I now have a powerful tool that helps visualize the visitor experience,” said Samir Bitar , Museum Director of the National Veteran’s Memorial and Museum, when I interviewed him in one of my most popular podcasts, How the Smithsonian Built Their Journey Map. Samir, who was director at the Smithsonian Institute at the time, showed us that journey mapping is an incredibly powerful tactic to unify an organization in terms of thinking through a customer-first

Customer Journeys 157

Customer Journeys Connections Customer Experience Leadership 157

Esteban Kolsky

AUGUST 28, 2018

A few weeks ago, I did a webinar on using AI in customer service with my friends at ServiceNow. It was very well received, and since then I got some questions about the content. There was one slide that was the most discussed, and I wanted to take this opportunity to go into deeper detail on it. As I was told during the boot camp training at Gartner, when more than two people ask the same question, it should become a research note to answer many who are not going to ask – but have similar

Self Service 95

Self Service Customer Service Multi-Channel Chatbots 95

InMoment XI

AUGUST 28, 2018

We certainly do not set out in marketing research endeavors to make mortal mistakes with design and analysis, but the complexity involved in linkage analysis is susceptible to errors both of omission and commission. These errors can be avoided often with sufficient planning, communication and program execution. By linkage we mean the formal, statistical process.

Analysis 120

Analysis Communication Marketing 120

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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.

Customers

ShepHyken

AUGUST 28, 2018

Be Nice… Always. Why (and How) to Put Your Customers at the Center of Your Decisions. Shep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. ? ?. Top Takeaways: Customers aren’t always looking for money or a “yes” to fix their problems.

Airlines 69

Airlines Leadership Industry Training 69

FiveStars

AUGUST 28, 2018

Word of mouth is often seen as the holy grail of marketing. It’s low-cost, effective, memorable, and often viral advertising for your business. But how do you become the talk of the town? How do you get to be the local business that everyone is buzzing about? Here are 5 easy ideas that you can […]. The post 5 Easy Ways to Drive Word of Mouth for Your Business appeared first on Fivestars Insights.

Advertising 66

Advertising Marketing Strategy 66

Second to None

AUGUST 28, 2018

Capturing consumer feedback data has become an essential aspect of any leading organization’s Customer Experience platform. The practice of consistently collecting customer data is helpful because it grants increased transparency throughout the organization. Armed with these numbers and commentary, your team can develop an action plan and succinctly prove the validity of their claims.

Report 59

Report Measurement Voice of Customer Leadership 59

Method:CRM

AUGUST 28, 2018

[…]. The post Sales Follow-Up Emails to Convert Leads Into Customers appeared first on Small business insight from the #1 QuickBooks CRM.

Sales 68

Sales CRM Customers Customer Service 68

Thematic

AUGUST 28, 2018

This is the 4th article in my series of Text Analytics posts explaining popular approaches to feedback analysis. Last week, we talked about text categorization , a Machine Learning approach that requires training data. We concluded that it can’t detect emerging themes in people’s feedback and that it’s only as accurate as the supplied training data.

Analytics 54

Analytics Analysis Feedback Examples 54

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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.

Communication

Helen Dewdney

AUGUST 28, 2018

I have asked Lee Jones from Free Motor Legal Ltd to explain Motor Legal Protection, how it works (a sham) and some more about his site. Read on and save yourself £30 a day. What is motor legal protection? Motor legal protection (MLP) is also known as legal expenses insurance. In the UK, policies covering motor legal expenses insurance are usually sold alongside the main motor insurance policy as an “add-on”.

Insurance 61

Insurance Policies Comparison Retail 61

Northridge Group

AUGUST 28, 2018

Recent research reveals that 81% of businesses strive for customer experience to be their competitive differentiator, yet only 22% of businesses themselves report that they are exceeding customers’ expectations.

Management 47

Management Customer Expectations Report Customer Experience 47

MyCustomer

AUGUST 28, 2018

Voice of the Customer How to use customer feedback to improve your staff.

Feedback 68

Feedback How To Customers 68

Grade.us

AUGUST 28, 2018

There’s a myth surrounding reviews. It's a nefarious myth that lulls your clients into a false sense of security. Despite that fact that it can be challenging to earn reviews in the first place, many clients think: Get positive reviews and the money rolls in automatically. You know there's more to it than that. But your clients don't. They approach the review process with a sort of one and done mindset.

How To 55

How To Metrics Tools Video 55

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Avaya

AUGUST 28, 2018

At the most prestigious soccer tournament in the world, Avaya put champion-level technology and solutions throughout the stadiums. The international association #football competition that took place in Russia during June and July was the most widely viewed and followed sporting event in the world, as more than 200 countries competed for a coveted spot and a chance to win the cup.

Sports 43

Sports Contact Center Entertainment Conference 43

Helpware

AUGUST 28, 2018

Customer service is one of the toughest jobs out there. To be good at customer service , one must be able to put their own needs aside for their working hours and be able to concentrate fully on other people. Focusing solely on the needs of others can be mentally and emotionally exhausting, this is why consistently great customer service representatives can be hard to come by.

Customer Service 42

Customer Service Customer Service Representative Customers Communication 42

Oracle

AUGUST 28, 2018

At last year’s Oracle OpenWorld, Oracle’s Executive Chairman and CTO, Larry Ellison, introduced the autonomous database , and earlier this month announced the latest Oracle Autonomous Database Cloud Service, Oracle Autonomous Transaction Processing. The SmarterCX team recently met with Vikki Kolbe, Senior Vice President of GBU Cloud Services at Oracle, and we asked Vikki to explain what an autonomous database is and what it’s used for.

System 42

System Data Meeting Strategy 42

Talkdesk

AUGUST 28, 2018

Talkdesk is Back at the Largest Software Conference in the World! Last year we did it big at Dreamforce with a ton of sessions, an amazing giveaway, the conference’s best happy hours and more. We are back again, Trailblazers , for 2018. Here are some of our big announcements: . Platinum Sponsorship, VIP Lounge and More. Talkdesk is sponsoring at the Platinum level and, back by popular demand, we’re bringing back the Talkdesk VIP Lounge at Tropisueno Restaurant.

Competitive Advantage 40

Competitive Advantage Conference Meeting Software 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

Genroe

AUGUST 28, 2018

Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes. One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post 33 Net Promoter Score® Case Studies With Links to Business Value appeared first on Genroe.

Net Promoter Score 40

Net Promoter Score Case Study Study NPS 40

Help Scout

AUGUST 28, 2018

For a long time, I had a deeply held belief that great customer service could only happen when there was a helpful person on the other end with all the answers. As a business owner, I was all in on providing that kind of service to everyone who interacted with our company. Growing the customer support team to provide that level of service as the business grew was no problem.

Self Service 40

Self Service Knowledge Base Omni-Channel Chatbots 40

Genroe

AUGUST 28, 2018

Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes. One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe.

Net Promoter Score 40

Net Promoter Score Case Study Study NPS 40

Think Customers

AUGUST 28, 2018

CarMax, the largest used car retailer in the U.S., is working to re-invent the used car market to be an omnichannel environment that’s innovative, easy to use, and transparent in an industry that depends on reliability. The automotive sector is a segment where omnichannel expectations are already firmly in place. Bain’s Global Automotive Consumer Survey found that half of customers interested in buying a car begin their journey online.

Omni-Channel 40

Omni-Channel Innovation Automotive Strategy 40

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

iCiDIGITAL

AUGUST 28, 2018

Adobe introduced Sensei over two years ago as a framework and set of AI services to help improve the design and delivery of digital experiences. Over that time period, Adobe has vastly improved Sensei with new features that help automate marketing and business decisions. Sensei is now integrated in a variety of Adobe products including their experience, creative, and document clouds. .

Customer Experience 40

Customer Experience Multi-Channel Analysis Examples 40

Forrester's Customer Insights

AUGUST 28, 2018

We are delighted to announce The Forrester Wave™: Marketing Resource Management, Q3 2018. Our 35-criteria evaluation includes the eight most significant MRM vendors – Aprimo, BrandMaker, IBM, Percolate, SAP, SAS, Stylelabs, and Workfront. Forrester defines marketing resource management as: Enterprise marketing technology that helps marketers with financial planning, performance measurement, collaboration and calendaring, project management, content production, […].

Resources 22

Resources Financial Measurement Technology 22

Hero Digital

AUGUST 28, 2018

Some say the way people change is through the books they read and the people they talk to. Company book clubs are the perfect intersection of reading and conversation, and they can even support employee diversity and inclusion. How company book clubs support culture. Creating a thriving company culture doesn’t happen overnight, and a successful culture appeals to diverse approaches.

Company 57

Company How To Culture Sports 57

Forrester's Customer Insights

AUGUST 28, 2018

At Forrester’s upcoming Privacy & Security Europe 2018 Forum, I’ll be presenting on a topic that I’m both personally and professionally passionate about: climate change adaptation. Forrester prides itself on providing actionable advice to help business and technology leaders build customer-obsessed strategies that drive growth.

Technology 22

Technology Strategy Data Customers 22

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

CXApp

AUGUST 28, 2018

Mobile can inherently accomplish many things that static or desktop channels cannot. It is an essential platform for engagement that no business should ignore, especially not in the EBC. Business at Light Speed To understand why mobile is such a driving force, one need only consider some of the societal transformations that have happened over the last few years.

Omni-Channel 40

Omni-Channel Multi-Channel Meeting Conference 40

TechSee

AUGUST 28, 2018

AI technologies have successfully transformed customer care, using smart automation to provide win-win solutions for both customers and agents. Fueled by more than 300% growth in AI investments, these technologies have delivered cost reductions of $68 billion , enhanced CX with 85% of customer interactions expected to be through robots by 2020 , and increased agent productivity with 80% of executives reporting that they believe that AI will improve employee performance going forward.

Self Service 95

Self Service Customer Service Infographics Contact Center 95